Bob's Discount Furniture

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: 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: I purchased 3 pieces of marble top furniture from Bobs. After noticing chips and holes in the marble tops I contacted Bobs to report it while it was still under the warranty period. Bobs asked that I supply photos of 2 out of 3 pieces of furniture since they were not purchased as recent as the 3rd (1 week ago). I submitted the photos as requested and did not hear back from them for over a week. I called customer service this morning to find out the status of the replacement at which point they stated they "never got to look at the photos and would look now". They proceeded to tell me that from the pictures it looks like "filler" which is normal and should be smooth and just a coloring under the top layer. I explained again that these are chips and the surface is not smooth. They then told me they would need to send out a technician to inspect the 2 pieces to confirm that sine they could not clearly tell from the photos I submitted. I asked that they schedule someone to come out to inspect them. They put me on hold and upon return told me they would not send out a technician because it "looks like "filler in the pictures which is normal" and they can't replace the items unless a technician inspects it. I requested to speak to a manager and was told no one was available but they would try to have one call me back.

In summary, I was told my items are under warranty and could be replaced once pictures were submitted. I was then told that a technician would need to inspect it first but based on what they think they see in the pictures they will not even send a technician to inspect it. They are essentially refusing to honor the manufacturer warranty on my purchases.Desired Settlement: I would like these items replaced under the warranty that I have via my purchase otherwise I would like a significant account credit to cover the damaged items as I should not be charged full price for damaged items and no warranty.

Business

Response:

Good Morning Revdex.com,

We apologize for any disenchantment our customer is experiencing

with the product purchased from us.

We maintain that upon our review the concerns the customer

is implying are defects are natural characteristics of the marble (stone)

itself.

As an extreme courtesy the customer’s account shows that we

have already set both the kitchen island top and the cocktail table up for an

even exchange date of 3.21.2015. Should the items be delivered with similar or

the same characteristics we will be unable to offer further recourse on this

type of preference concern. There is a vast amount of public knowledge

available to reference for natural characteristics in this material makeup.

At this time we would consider this concern closed as our

business has provided a desired resolution.

Kindest Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

Review:[redacted]

I am rejecting this response because: holes/chips which are indicative of an unfinished surface are not characteristics of the product. As I explained numerous times, the "filler" being used my the manufacturer is falling out and the material (as shown in pictures provided to the business) is now coming out onto the surface of the table. It is unacceptable to have such a material on a dining table where it can accidentally be consumed. I finally spoke to a different manager (after calling back yet again and requesting to speak to someone else) to agree, based on the additional photos I submitted, that this is NOT normal and scheduled the exchange for 3/21. I have attached the same photos to this communication. The photos show that I am able to insert a toothpick past the top surface of the table because it is a hole (not blemish) in the surface. You can also see the small white powdery particles on the table that came out of the hole which is the filler falling out.

Sincerely,

Review: I purchased a sectional couch including the [redacted] protection plan that is offered from bobs and I had an issue with the frame of the chaise lounge portion of the couch when it was under the normal warranty still. There was a service representative sent to my home who told me to call customer service because he couldn't do much to fix it. When I contacted bobs they told me there was nothing they could do. Now a year later I have an issue with a tear in the fabric but am told that there's nothing they will do because I have a dog.Desired Settlement: Replacement of damaged pieces under protection plan which I paid for.

Business

Response:

Good Afternoon Revdex.com,

We apologize that our customer is experiencing any concerns with

his merchandise or protection plan.

I have attached the customer’s warranty coverage card thru the

protection plan he purchased and while we are saddened that are customer is

unhappy, I cannot see how this plan has failed him.

We do show the customer’s merchandise being delivered on 1.19.2013

and in researching the customer’s account I was able to locate the technician

notes from 3.07.2014 regarding this visit (please

note this initial visit was after the first year of ownership).

Per our records from

3.07.2014 our technician called into our Customer Care Offices while in the

customer’s home and the customer openly admitted that the left arm facing

chaise was damaged due to an incident caused within the home and accepted

responsibility for the damage to the chaise. At this time we absolutely advised

the customer to report this to [redacted] – the company he purchased accidental

protection thru at the time of sale.

Per [redacted]’s records the customer did not appropriately

report his claim –claim number [redacted]-(following

the terms and conditions of the plan) and for this reason the claim was denied (“sitting on a sofa” is

not considered an accidental occurrence

and per the attached document

all incidents are covered from a one time accidental occurrence).

[redacted] claim number:

[redacted]-was filed on 8.26.2015 for the left arm facing chaise and was reported

as being a damage from the dog’s nails. The warranty does not cover this

damage, please see the warranty card that indicates the specific coverage for

animal bodily fluids only.

We again apologize that

the customer remains so unhappy with the results of their claims thru [redacted]

however we are unable to respond to claims for damage that have occurred beyond

the control of our own business.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

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: 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: 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: 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: 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: 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: 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: Bobs offers a protection plan on the fabric furniture, we paid $99.00 for. The protection plan should cover some of the issues we have endured and they have refused to fix. Main issue is there was manufacture defect wrong with the couch right after it was delivered and they sent someone out to fix a year ago, they added some ply wood but it was never fixed and we just continue to have issues with the furniture. We have a large rip in the chaise, the fabric is very thin and it tore January 4th, when called about getting the rip fixed, was told it was not covered under warranty even though rips and tears is supposed to be covered.Desired Settlement: We just wanted the problems fixed. Seeing how they won't fix their defects at this point, store credit or refund is a desired resolution so we can just replace it with leather so we don't have all these fabric issues.

Business

Response:

Good Morning Revdex.com,

Please

pass on our deepest apologies for any inconvenience we may have caused this

customer during their experience with us.

Regretfully I am unable to locate any account information that matches this

consumer’s complaint within our internal records.

The phone number provided brings up a sales order from 2011 that is under a completely different customer name out

of [redacted] and we have received zero calls on this sales order in the last

five years.

The name provided returns two accounts and I highly doubt they are

for this customer as they were purchased out of ** and [redacted] not the state of [redacted]

The street address listed returns no customer records when searched for.

Can you please ask the consumer to verify the invoice number (order number)

associated with their purchase so that I can proceed in assisting on this

complaint further? They can locate this order number via the sales

receipt provided at the time of purchase. If the invoice number is unavailable

please ask if the customer can provide the original delivery address for this

merchandise or any alternate phone numbers that may bring up their account

records.

Based

solely on what the customer has posted please see

this link(s) via our website that depicts that rips/tears are covered under the

terms issued by the Guardian company (not Bobs Discount Furniture) and from the

occurrence of a one time accidental damage.

Link 1 will show:

Q: What is the [redacted] Protection Plan?

A: The [redacted] Protection Plan at Bob’s provides comprehensive coverage for many

accidental stains, damages on leather, fabric and vinyl upholstered furniture,

as well as wood and other hard surface furniture, that are the result of a

specific incident of accidental damage. In addition to 5 years of

coverage for accidental damages, [redacted]lus also extends Bob's 1 year

guarantee against factory defects to 5 years.

Link 2 displays general [redacted] information for this

plan (commonly given at the time of purchase):

I am certainly willing to research this customer’s concern further to ensure

that fair and adequate resolutions are being provided once accurate account/

purchase information can be confirmed.

Thank You,

Stephanie

Bobs Discount Furniture

Corporate

Customer Care Liaison

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 problem starts with a purchase of a sectional on december 4 at Bobs disfcounut furniture in [redacted]t.. We were told the furniture would be delivered after Xmas which we were fine with and the ottoman was coming the next week. On the set delivery day the guys showed up that morning.. This was to be one bad day.... At first the guys came into survey the best way to move the furniture in. There were 2 ways to drop the furniture downstairs. First was through the upstairs and down the steps (a longer route) the second was through the downstairs door next to a 3 piece media center. They asked us to push the media center out of the way so the could maneuver the couch. (This media center is very heavy and partially made out of glass) luckily my husband was home and was able to disassemble part of the media cabinet and move it the side. (It took him about 25 minutes). ; With part of the media center moved, they began working. First the large sofa piece, my husband pointed out the way they were briging the sofa through the door was incoorect, they had incorrectly maneuvered the sofa through the door with the door piston being jammed into the back of the sofa.... makin the move that much harder. One guy pushed and one guy pulled..... well because of the incorrect maneuvering the sofa was stuck, they pushed harder and the guy on the inside lost his balance. by husband grabbed him within inches of him falling on top of my plasma tv. My husband literally saved him!!! My husband then went over and picked the middle of the couch up and maneuvered the sofa above the door piston of which the couch easily maneuvered into the house. They moved the smaller pieces in and began assembly. The delivery guy promptly alert us the sofa had a defect in which the foot was incorrectly drilled at the factory. He said they see this all the time and noted it on the delivery ticket. He had my husband sign the ticket . He stated the store would contact us that day and arrange for a new sofa to be delivered. As we go over to look at the defect we notice a trail of mud and dirt on our tile floor from the door. It wasnt a little bit either it was a trail o,f dirty nast mud on my clean flooors.

Later that day I decide to go to the store to talk to the manager, I went to the store asked for a manager and a man comes over (doesnt introduce himself) and I begin to tell him about the delivery. ... to say he could've cared less was an understatement. He told the delivery guys arent professional movers and that he knows nothing about the defects, but would look into it. I spent 15 minutes pressing him for answers only to leave in failure. He couldve cared less.

That night my husband comes home and is angered by the lack of answers and lack of phone calls as promised by the delivery guys. WE head to the store and ask for a manager we speak to another manager who explains to us the delivery guys shouldve called customer care that minute and politely appologizes for the nightmare of today. I then described the manager who I spoke to earlier today and to my dismay it was the STORE MANAGER!!

I then go home and spend 2 hours explaining this mess to customer care. They tell me they will send a tech out on jan 6 to check out the defect. Ok fine, im not happy, but fine, I bought a new couch not a defect couch from bobs pit.

On december 30 my husband gets a call from the [redacted]tore asking if we recieved our ottamam. He tells her the above story AGAIN!! She is horrified of which he questions her so where is my ottomam... she appologizes again and checks the computer and says its in her [redacted] warehouse for dellivery on jan5 and she would refer the problems to management and they would contact us.

Still no phone call!!

Now on jan 4 I call, customer care again about the ottoman delivery. They inform us they have it set for delivery on jan 23. What??

I ask for a superviser and spent another 90 minutes on the line with him. When asked about the 23rd change, I was told oh sorry there must have been a breakdown in communications.... WHAT....?

He was powerless and quite literally could do nothing..... So much for customer care.

The supervisor placed an urgent callback ticket for his superviser jon to call us for some resolutions and solutons ... he told a callback will occur in 24-48 hours.

I explained we have not recieved one phone call from bobs about a solution for our problems.. he gauranteed a call back from jon.. We will see, but im skeptical

.So where are we.... 1 month later after paying in full, I have a defective couch, no ottoman, my downstairs is in shambles (ie media centerin pieces still in case the couch needs replacement), 3 hours of calls, a whole lot of agravation.

And NOT ONE PERSON HAS EXPRESSED ONE OUNCE OF CONCERN OR CARE AT BOB'S DISCOUNT FURNITURE.Desired Settlement: Make it right!!!

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies to our

customer, we absolutely acknowledge our customer’s frustrations with us and

take responsibility for the lack of care they feel their concerns have been

addressed with.

Our records indicate that we made direct contact with

this customer (off of a posting thru another channel) on 1.11.2016. At this

time our customer has accepted a compensation offer from us and our records

reflect that we have provided them with the most accurate information we have

in reference to their pending ottoman delivery.

We thank our customer for escalating their concern so that we can

address the obvious coaching concerns revealed to us and apologize again for

any aggravation our failures have caused them to experience.

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: 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: Original Order was placed on 11/21/2015. Scheduled delivery for 12/18/2015. Sales rep called and informed us that the merchandise was ruined by water damage (lie). Store Manager contacted me and advised that the representative lied and that he placed the order out of wrong warehouse. The order was cancelled and a new order was placed. New Order was also scheduled for delivery for 12/18/2015. on 12/17/2015 the manager called stating the original sales rep cancelled the new order and delivery would now be on 1/8/2015. In addition, the manager placed a furniture on the order that were did not authorize. He stated to just "refuse" the delivery and receive a credit. The furniture is sitting in a warehouse in Connecticut and no one is willing to ship the furniture.

Cr [redacted] Order has been paid for on 11/21/2015Desired Settlement: I am asking that the furniture, which is sitting in a warehouse be delivered.

Business

Response:

Good Morning Revdex.com,

Our offices and our retail location have been in

constant contact with this customer and their in-law family since this concern

was posted to Revdex.com. We are very sorry for any mistakes on our end that have

caused our customer to experience any disappointment. We will certainly

investigate the charge that our sales person provided false information further

and appreciate our customer reporting this as we do not condone this type of

behavior.

We have absolutely used every effort we could to try

and get this customer’s delivery added onto an existing route however we are

unable to physically accommodate this request at this time. Our records

indicate that we last spoke with the customer on 12.22.2015 and agreed on the

delivery date of 1.08.2015. Our records further state that we provided our

customer with a compensation offer that was agreed to for the failures they are

experiencing inconvenience from.

Kindest Regards,

Stephanie *. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: Purchased 2 sofas with their goof proof protection. Less than a year the fabric got very thin and ripped just from minimal wear and tear. Called and they forwarded me to their goof proof company. They denied my claim as they said they could see wear from the picture. The sofa is fine except for the tear because it's only a few months old! Goof proof clearly states it covers tears, but they get out of it in the fine print. Good proof is a scam and should really be looked into!Desired Settlement: I would like to have the goof proof cover what it states it will cover! "Rips and tears".

Business

Response:

Good Afternoon Revdex.com,

While we apologize to our customer for any disappointment they have experienced

while using their protection plan this dispute is in relation to a claim for

service through an entirely different business ([redacted]).

In an effort to ensure our customer’s claim was handled fairly I was able to

obtain the denial reasoning and photos of the damage in reference to this

claim.

Please see the attachment showing the pictures of the damaged item and the

report for denial that was provided in a letter by the [redacted] company.

The claim was deemed ineligible for coverage and [redacted] provided the customer

with their reasoning in the copy of the letter I have also attached for your

review.

[redacted] has the right to deny claims for coverage

under their own guidelines and has presented enough evidence to us to support

the claim being denied. While we truly wish we could, we are unable to force

another business into overturning a claim.

Bobs Discount Furniture’s responsibility under the Goof Proof Plus Plan

purchased relates to concerns of manufacturing defects (this is outlined on

several pieces of documentation provided at the time of sale) and this damage

is clearly not related to a defect. I apologize again that we have no further

recourse to offer this concern directly at this time.

Kindest Regards,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Business

Response:

Good Afternoon Revdex.com,

While we apologize to our customer for any disappointment they have experienced

while using their protection plan this dispute is in relation to a claim for

service through an entirely different business ([redacted]).

In an effort to ensure our customer’s claim was handled fairly I was able to

obtain the denial reasoning and photos of the damage in reference to this

claim.

Please see the attachment showing the pictures of the damaged item and the

report for denial that was provided in a letter by the [redacted] company.

The claim was deemed ineligible for coverage and [redacted] provided the customer

with their reasoning in the copy of the letter I have also attached for your

review.

[redacted] has the right to deny claims for coverage

under their own guidelines and has presented enough evidence to us to support

the claim being denied. While we truly wish we could, we are unable to force

another business into overturning a claim.

Bobs Discount Furniture’s responsibility under the Goof Proof Plus Plan

purchased relates to concerns of manufacturing defects (this is outlined on

several pieces of documentation provided at the time of sale) and this damage

is clearly not related to a defect. I apologize again that we have no further

recourse to offer this concern directly at this time.

Kindest Regards,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

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]

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.