Bob's Discount Furniture

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 pay for my order in October for new cushion for my three year old couch. I was told I would have them in February. It is now mid March . After calling them three or four times a week and been told it shouldn't be long before I get them. Today I was told I would not get them until mid May. And been told there is nothing the could do to help me get into a couch that I could sit on. I payed in full for my order.Desired Settlement: I would like a couch that I can sit on. And not have to wait until mid May for it.

Business

Response:

Good Afternoon Revdex.com,

Our records indicate that this consumer has been in direct

contact with our Customer Care Offices after this complaint was sent to you.

This item is completely outside of any factory defect

warranty through Bobs Discount Furniture based on the fact that the customer

has had possession since 2011.

We have offered a fair and adequate resolution for this

concern and apologize that the delay in parts shipment remains beyond our

control. These parts must be procured thru an overseas vendor and we are just

as disappointed as the customer is in this shipping container’s unexpected

delay.

As of 3.20.2015 this customer was granted the option of a 50%

refund based on the price paid for this order directly by the customer. Our

records indicated that customer paid $153.20 out of pocket for this order so

the refund would be processed back to the original method of payment in the

amount of $76.60. This resolution has been available to the customer since

3.20.2015 and to date (3.27.2015) our Customer Care Offices are still waiting

on a phone call from the customer directly to advise us if they would like this

refund processed to them.

Please advise the customer to contact us directly at

[redacted] (Mon-Sat: 6:30a-8:00p / Sun: 10:30a -7:00p) so we can process the

already offered resolution should she wish to accept.

Review: On 12-3-2014 I purchased a chaise lounge. I picked it up on 1-18-2015 when I got it home I noticed it was u exceptable, so I called on 1-19-2015 they set up a date for someone to look at it after I emailed pictures. On 2-26- 2015 someone came to look at it. I had to call and re ordered one on 2-26-2015 . After 5 phone calls to them about the certificate of insurance I needed for my complex it was sent but wrong. I called repeatedly to have it done correctly ,yet it was never done resulting in me getting a hefty fine for breaking house rules where I live. All businesses need to show proof of their liability insurance. On 4-9-2015 I called to check on the statis of my order to find out it was never re ordered on 2-26-2015 . Now I have to wait another six weeks. This has been a hassle from date of picking up this poorly constructed furniture.Desired Settlement: I now want either a full refund or partial due to the fact that no one in Customer Service knows how to do things properly . I've been dealing with them for over 2 months since receiving the item with nothing resolved. How does Customer Service say they re ordered it and 6 weeks later I call to see when is it coming to find out it was never done ? I will never purchase from this company again

Business

Response:

Good Afternoon Revdex.com,

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

they have experienced with this chaise. Our records do indicate that on

2.26.2015 our technician found no defect concern with the chaise:

Per tech Dave, calling from road:

Time in - 1040-1050

Pics: 3348

Chaise: not able to add padding, tech found no difference with the

sofa, up to standards, normal/good; 2 throw pillows have popped buttons and

stitching coming undone, need to order two new ones.

Although our technician found no manufacturing

concerns with the chaise during this visit we placed our customer’s demands

over the needs of our business and offered to provide the customer with an even

exchange or a reselection to a different item.

We most certainly take responsibility and have begun addressing

the coaching concern that occurred shortly after the customer telling us he

would “keep the chaise as is” on 2.26.2015. The account indicates we did agree

to have this chaise re ordered from the manufacturer (this is a special order

item).

This account indicates that regretfully we were provided with or

entered in an incorrect fax number to send the original Certificate of

Insurance to, We did try and fax the Certificate of Insurance to the updated

fax number we were provided and we apologize that the Customer’s building still

felt it necessary to impose a fine. As a

way of making our failure in not processing the agreed upon exchange order correctly

we have offered the customer delivery at no charge. Should a Certificate of

Insurance be required by the building (this is not a process completed as a

standard of Bobs Discount Furniture) the customer is responsible to fill out

the Certificate of Insurance Request Form completely so that we can request

exactly what the building is looking for. As of today (4.10.2015) the chaise

order has been successfully placed with the manufacturer, please keep in mind

we are replacing this item as a courtesy, due to our technician finding no

measurable defect, and we are delivering this item at no charge to the customer

as an apology for our failure in processing.

The special order will take time to arrive to us and when we have

this item we will be in touch with the customer to verify and schedule

delivery. At the time of scheduling delivery the Certificate of Insurance

Request Form can be filled out with our customer, We did place notations into

this customer’s account in regards to the Certificate of Insurance being needed

however this request and form cannot be filled out and sent thru to the

trucking agency’s insurance company until there is an actual expected delivery

date to provide proof of insurance for. Please convey to the customer that the

Certificate of Insurance Request Form has yet to be filled out and it is recommended

that they inquire and complete this step when receiving the call from us

indicating their new chaise is ready to ship.

We apologize again for any frustration our processing error has

caused our customer to experience and assure our customer that we are working

at full capacity to make this right.

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. We are looking forward to completely resolving this

customer’s concern with the delivery of the new chaise and successful

processing of the newly requested Certificate of Insurance. Should the customer

still be seeking a further apology amount from us they will be able to speak

with our Customer Care Office prior to the delivery team leaving their

residence when the chaise is exchanged. We will review the account at that time

and determine what further token of our apology we are able to offer for the

inconveniences we have caused.

Review: My boyfriend and I went to Bob's Discount Furniture [redacted] location to buy a bed. We picked out the [redacted] and were ready to buy when my boyfriend pointed out The PIT, their clearance section. In this are, there are signs everywhere outlining a color-coding system to identify goods. White tags represented new items, cream tags represented damaged or scratched items, and orange tags represent missing or mismatched items. We found a [redacted] bed in the PIT and called an associate over and asked him to look over it to see if anything was missing. He went through the pieces and informed us the only thing that was missing were the rails. Now, I noticed that the bed had a cream colored tag so the only thing I could make of this was that the rails are separate anyhow. So, we bought the rails and the bed and came back the next day to pick it up. The chaos and disorganization in the loading area was palpable and was our first glimpse of the rabbit hole we were about to be pulled down. It took them about an hour to find the rails for the bed, something we'd been told would be pulled right away. We left feeling a little uncertain and got the bed home. Once we got everything inside and opened up the boxes, my heart sunk when I realized all of the hardware was missing as well as the support and tracking system for the drawers at the foot of the bed. We could not put the bed together. We moved the pieces into the basement, which is where they sit now, almost 2 months later. I went back to the store a couple days later to explain my situation mentioning the cream tag and the conversation with the associate. I was told several times that clearance items are bought as-is, and I only reminded them that this was a condition that had been mis-represented. They offered to look for the missing pieces, which they did for about a minute, and then directed me to the customer service line. I called in the next couple of days and explained the situation and simply asked to order the parts. I was told the order was placed and I would be called in the next couple days to process the payment. Why they couldn't process the payment there, I didn't ask, but reminded the representative to call me, and not my boyfriend who's name was on the order. I was assured that my name and number had been listed and I would be contacted. They called my boyfriend. He texted me to let me know and so I called them back. I again, had to explain the entire situation because I discovered the order was incorrect and had only included the hardware for the headboard. At this time, I was transferred to another associate with whom I again had to explain the situation. She then transferred me to a store where, after going through the story AGAIN, I was transferred to the PIT the bed was purchased from. Each person I spoke with told me the same thing, "I'm sorry but there's nothing we can do" because PIT items are purchased "as-is". And each time I explained that I understood, that the items were mis-labeled, that the original associate was not honest but that really, I just wanted to order these parts. The PIT associate I was inevitably transferred to was the only one who agreed that my particular situation was extraordinary and that I should speak with a manager. I hung up with him and again called the customer service line where I asked to speak with a manager. I was met with persistent urging that a manger was not necessary and that this representative could help. I yielded and again explained what had happened. She apologized profusely and seemed genuinely embarrassed by the circumstances and assured me she would correct the situation. After about 45 minutes on the phone with her while she set up the order and promised that I would be contacted in the next couple days to process the payment, I hung up feeling cautiously optimistic that this would all be behind me and that, since I would never shop there again, I would never have to deal with this company again. Almost 2 weeks passed and I found myself once again calling the customer service line. This time I insisted on speaking with a manager. I again explained everything that had taken place and was met with, "I'm sorry, there's nothing we can do, I can transfer you to the payment line" I asked again if she was in fact sure that there was nothing she could do and she told me I would need to take it up with the [redacted] location where I'd originally purchased the bed even though twice they had directed me here to this line. I sighed and said, "transfer me so that I never have to deal with this company again." So, I was transferred to a woman who incorrectly captured my information and called me back to tell me my card was declined. When she read back my information, I pointed out the correction and she hung up. She later called me back to tell me it went through and the parts would be arriving...sometime. Now, after all of this, I've paid almost full price for a damaged bed that is still sitting in the basement disassembled while I wait for these parts to arrive. So, not only did they mis-represent the products, not only was I then lied to by a sales associate, not only was I faced with a less than capable customer service team, not only had I been essentially told "too bad," by representatives and managers alike, not only had I been shuffled around from one person to the next, one location to the next and being met with, "why were you transferred here?" but I still don't have a bed! And I'm not holding my breath either. The worst part is, I was ready to buy a brand new bed in the first place!Desired Settlement: I would like to return the piecemeal bed I have in exchange for a new one unopened with all of it's parts. I've paid about the same anyhow.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies to the customer for the

continued disappointment they have experienced while seeking to correct any

miscommunication that may have occurred during the time of sale. We can

understand our customer’s frustration and assure our customer that continued

failures and poor customer care are not part of the daily success that has

helped us continually grow and please our customers overall.

Our records indicate that as of 3.20.2015 our ** distribution center

sent out the following list of parts via the [redacted]

Review: I bought a sofa and love seat from Bob's in September, 2013.

September 2014 the springs came through the sofa.

I called Bob's in October of 2014 to complain. They sent

someone out to check couch and take pictures. We were

told we couldn't get cushions until the first week of March.

I think it's ridiculous it takes 5 months to get cushions! Not only

That I called twice and they told me they're coming from

the vendor so they can't help me. It's the end of March and no cushions!!

I should get a new couch set.Desired Settlement: The springs are also coming through the love seat now and

The couch is only 2 years old. I would like a new couch set.

Business

Response:

Can you please transfer this complaint to the [redacted], ** –Revdex.com office?

Business

Response:

Good Afternoon Ms. [redacted],Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I apologize for the merchandise issues and part order delay. I attempted to research your account using the identifying information in your Revdex.com complaint however, I was unsuccessful locating your order. Please forward either the customer master, order number or telephone number associated with your sofa purchase; once received I will track the status of your cushions and follow up with you.Thanks[redacted]

Review: On 8/18/13, my wife and I purchased a rocker/recliner and a dining room table with 6 chairs from Bobs Stores-[redacted] in [redacted]. The order number was [redacted] and our cr is [redacted].Upon the advice of our salesman,Mr[redacted] we also purchased a Goof Proof policy which was explained to us by Mr.[redacted],that if we had any damages such as loose table and/or chairs or a tear in the recliner which is leather we would be covered

for any instance of damage for 5 years 8/18/18.My wife paid $149.99 for the policy which is clearly shown on our order

number [redacted] In early May we contacted both Bobs and Guardian.Bobs came and tightened the chairs and the table and told us to e-mail Guardian with pictures of the 3 scratched chairs and the 3 tears on the recliner.I emailed pictures of these to Guardian which they acknowledged on 5/14

The next day Guardian contacted my wife and immediately disallowed our claim stating normal wear and tear and also said that that Mr.[redacted] should have never said to us that we were covered for 5 years

THIS IS NOT ACCEPTABLE-I will listen carefully to your input concerning this.Thank You

I have the e-mails showing the damage and will supply them upon request

[redacted]Desired Settlement: What I would like to see is a successful resolution.I am more than willing to listen to reason.I think Guardian could have done a better job of communicating this instead of demanding everything and being dismissive

Business

Response:

Dear Revdex.com,I called and spoke with Mrs. [redacted], briefly explaining some of the goof proof coverage's and claim procedure. The claim for the scratches on her dining chairs was denied because they do not penetrate the surface of the items. The damage would be considered normal wear and tear, which is not covered under the goof proof plan nor the manufacturer warranty.I have offered a store credit in exchange of the bonded leather recliner; although Mrs. [redacted] reported to Guardian that one of her grandchildren may have cut it with scissors. I explained that some of her concerns with the recliner may be the result of cracking and peeling, which can be common amongst many bonded leather items but not considered to be a defect. Mrs. [redacted] understands that the total value of the store credit is $320.24 which includes the recliner (less a 15% usage fee), goof proof and tax. She will be responsible for paying delivery and repurchasing goof proof-if she wants the coverage on the newly selected item; delivery and pick up will occur on the same day.Mrs. [redacted] agreed to accept the offer and said that it was satisfactory to her. The confirmation number for the store credit is [redacted] and it must be redeemed by August 10, 2015.Thank you,[redacted]

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: This complaint is centered around the complete lack of customer service and the misrepresentation of information given by the company's representatives.I had a schedule delivery for Tuesday October 6th 2015 between the hours of 11:30 am and 3:00 pm. One of their representatives contacted me at 2:22 and 2:29 pm on the delivery date informing me that the delivery was not completed since they stopped by at 11:30 and the delivery guys attempted to contact me but they were unsuccessful. Contrary to this information, I was not contacted at the 11:30am time.My wife who works from home was prepared to answer if and when they came to deliver the furniture and to add insult to injury it was my understanding that they showed up at the wrong house.My decision was to contact their corporate HQ customer service line to inform them of the error in their delivery attempt. As this was no error on my part (the customer) I would assume that they would of attempted to deliver later on that evening or at least the next morning. The customer service representative was inconsiderate to my concerns, issues and requests. I informed her that my family and I just moved to the ** area and the fluctuating weather is causing some cold nights at time to which my wife and I either try sharing the kid's beds or sleep on the cold living room floor. I expressed my dis-pleasure and she informed me that no mater what I did, the only time I can get my furniture (bed and couch) would be on Friday. I informed her that my other solution would be to cancel my order and shop at another retailer, to which there was no concern as she informed me that I am welcome to cancel if I wanted to. I am terribly upset and disgusted by the lack of concern from this company since I informed them that :1) Waiting 4 more days would mean 3 more nights of sleeping on a hard, cold wooden floor and 2) This error was no fault of mines as the truck arrived at the incorrect location.This inconsiderate service must stop IMMEDIATELY.Desired Settlement: I am not completely aware of the company's policy in cases like this, or what they can do to assist in this horrific customer service experience.But when it is all said and done, I blame myself for this; I blame myself for believing this is a reputable company to purchase goods and services from.I would never shop there again nor will I recommend it to any of my colleagues in the Federal industry, State agencies and in the Health Care Services field.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies for the inconvenience the missed

delivery and missing product delivery (from delivery on 10.9.2015) continues to

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

acknowledge the reasons why the customer feels their concerns were met with

such a lack of care. We truly appreciate our customer escalating their concern

of poor service to the Revdex.com so that we may address the coaching concerns we

clearly have within our organization.

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. We

absolutely acknowledge our failures as a business and the concerns these

failures have further caused our customers to experience; we are more than

willing to provide options for compensation to our customer after we honor our

original promise of getting them the merchandise they selected.

Normally we provide our customers with any apology compensation in

the form of a Bobs Discount Furniture Gift Card however due to the level of

failures we are taking ownership for we are prepared to discuss working beyond this

policy in an effort to satisfy our customers and hopefully earn their trust

back in our business.

At this time we are looking forward to completely resolving our customer’s

concerns on 10.13.2015 and they will be able to speak with our Customer Care

Office prior to the delivery team leaving their residence on 10.13.2015 to

confirm the compensation offer(s) we have available.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I had a delivery scheduled for arrival today. At 3:27pm I received a call from your store informing of the driver's attempt to make a delivery at 3:17pm however since no one was home the delivery could not be made. I was told that I would need to reschedule a delivery date which would be some time next week. I was confused because my mother made herself available and was at my home all day on alert looking for the delivery to arrive at any time. After making several calls to your customer service group and purchasing store no one was able to get the delivery completed as I was told the drivers went home. I luckily have video cameras surrounding the entire perimeter of my home and actually replayed the video camera footage. When I replayed the footage I see an image of the delivery truck drive right past my home and down the road never making any attempt whatsoever to make the actual delivery. A few moments later I see the same truck drive right out of our street as there is only one way in and one way out of our neighborhood and again never make any attempt to stop. I reported the issue to various members of the customer service team and store and no one was able to make an attempt to make the situation right with us. They basically said we needed to get back in queue and perhaps they could provide us with a delivery for sometime next week. The additional issue is that I had already removed my young sons' former bedroom in preparation for today's delivery and now he has no where to sleep. This is shame and deceiptful and I have reached out to [redacted] Connecticut and reported the complaint. I have also offered to share the video footage and hope they make your stores poor practices known for all consumers to see. I have canceled my order as I must find an immediate sleeping solution for my son!!!! I understand that one employee can make a bad decision but for your customer service employee to offer no attempt to make the situation right is just as bad as the employee who purposely avoided making a scheduled delivery so that they could go home!!!Desired Settlement: The company should immediately try to correct their deceitful practice which occurred today!!!!

Business

Response:

Good Afternoon Revdex.com,

I have reached out to this customer directly as of (10.30.2015)

and Mrs. [redacted] has been provided with all of my direct contact information.

After our conversation Mrs. [redacted] asked that I email her with

the details of what we are able to offer for resolution to this concern and I have

included a copy of the email sent for your review on this claim: [redacted]

From:

G[redacted], Stephanie

Sent: Friday, October 30, 2015 1:00 PM

To: '[redacted].COM'

Subject: In response to your concern: Customer No: [redacted]

Good Afternoon Mrs.

[redacted],

I do hope you can

accept our deepest apologies for the poor experience you and your family have

endured with this purchase.

As briefly discussed

with you this afternoon:

If we are permitted

the opportunity to earn your trust back in our business by re-instating your

original sales order we will waive the associated delivery fee associated with

this order as our apology for our failure.

I have checked

inventory and see that all items on your original ticket are available to ship

from our distribution center.

**Please note – if you made package substitutions with your sales person I can

not see those since the order has been rejected and would ask that you confirm

with me item by item what it is you were expecting for delivery should you wish

to reinstate your order**.

**Please also note – all payments are to be taken by our retail locations so if

we are able to start earning your trust back we will need to get the order into

the system and your retail location involved in this process as soon as

possible**

As of right now the

soonest available date to schedule your delivery is 11.04.2015 (Wed). If you

were to select this date we could also make a time frame request (you tell me

what four hour time window works best) with our routing department in an effort

to accommodate you further.

There is a chance, I

say a chance as your order would need to be fully reinstated for our routing

department to even consider this option, that we may be able to get you added

on for delivery on 11.03.2015 (Tues). If you selected this option we would be

unable to make a time frame request as we would be putting your merchandise

onto the first available (and not completely filled) truck scheduled to be out

in your area.

Again I apologize for

the terrible impression you have been left with and I don’t blame you for being

as upset with us as you are.

I look forward to

communicating with you again and if you prefer my direct telephone number is

###-###-####.

I am currently waiting on the customer’s follow up communication

to me.

Kindest regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:we feel that they are providing us with a minimum resolution to the problem. The customer service representative stated there was an alternate escalation team at their which was not used on Wednesday by their customer service representatives. We have been left with I furniture our our young child to sleep on and have been given a next delivery date of a week away from the original promised date. This does not satisfy or recitfy the problem caused by the deceitful delivery practice. It's is unacceptable that they cannot find the way to correct a delivery which was never made by their dishonest employee. I am happy to share the video footage as proof of their actions!!I have asked Stephanie to review their offer and consider a discount or gift card as compensation for such a poor business experience and await a response!!!

Sincerely,

Review: I purchased a 6 piece Quantum Fabric Sectional from Bob's [redacted] location on 7/15/15 and furniture delivered on 7/28/15 before leaving on a summer tour across the country. During this time until 10/27/15 I wasn't home for more than 1 or 2 days at the most and neither was my daughter who is a full time student with a full time job in the law enforcement sector. With both of us having active full schedules we spent very little to no time in the Livingroom when we were home. On 10/27 my daughter had a day off from both school and work and decided to relax in the Livingroom. While sitting on the sectional she started itching and then began seeing bugs. She got a flashlight and looked around to see where the bugs where coming from. She contacted me and I called an official extermination company that specialized in bed bug removal. The exterminator came to fumigate my apartment on 10/28. Upon inspecting my apartment and luggage it was determined that I only had bed bugs in the sectional sofa. My bedrooms nor any other room in my apartment was infected. However, they treated my whole apartment, costing $816, since they identified swarms of bed bug nests embedded within the treading and wooding fabric of my sectional. I was then told the enormous amount of bugs have been in my sectional for at least 3 months. At that time I told him I just purchased the furniture 3 months ago. He stated the furniture had egg nestlings woven in it and it takes a month and a half to 2 months for them to become full term. Bob's corporate counsel advised they could not accept responsibility nor provide a resolution even though the store was shown photos and extermination proof along with my itinerary.Desired Settlement: It was suggested that I remove the sectional from my apartment since they could not guarantee that all the eggs where killed without taking apart the furniture and spraying. I would like Bob's to remove the infected furniture from my location and provide new uninfected furniture (which has been my original request to corporate). With a legal no today, reimbursement of $815.62 extermination fees paid 10/28, $400 laundry fees for 2 people, and $300 (1/2 of cost) towards 2nd extermination also.

Business

Response:

Good Morning [redacted],

I am very sorry to hear you

have located pests in your product.

Bob’s takes all precautionary

and preventive measures available to us to avoid contamination, we do not sell

products infected by pests.

The merchandise that you

purchased was a new product that was wrapped from the manufacturer. I can

imagine that this ordeal has not been easy on you or your family, but the facts

are that the source of bed bugs are from somewhere other than new furnishings. These

pests move around by hitch-hiking on people and their belongings, the moment

you place your luggage or bag down they can jump into it and you would never

know it. Schools and apartment buildings are highly susceptible because

bed bugs can travel room to room in the pipes and wire holes.

Unfortunately, bed bugs have

become widespread throughout the United States over the past several years due

to both a combination of global travel and the absence of effective chemical

treatments to deal with them. Please be aware that the presence of bedbugs does

not reflect on the cleanliness or otherwise of their environment – they can

survive and thrive wherever people reside and they are most active at night

when they normally feed.

We regret that you experienced

this problem, but we are unable to respond to issues when the cause is beyond

our control.

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: 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: 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: 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: I bought my leather couch approximately 2yrs ago. After 11 months the leather started to peel. It was replaced with a new one. Now 12 months and 9 days the same thing happened again. I contacted Bob's customer service and sent the required photos and was told it was 9 days past warranty. Actually, it really was 6 days past due to the fact customer service was closed on weekends. I understand the 1yr. policy but this is the second time it happened and they won't replace it. At the time I also purchased a sofa to match. Now what am I going to due with this damaged goods that they can't seem to realize the material they use is most likely to be defective. Not once but this is the 2nd time it happened, each in a one year period of time. They did not want to hear anything, just sorry too late. They do not stand behind their product.Desired Settlement: I would this to be replaced with a new one or give me a full refund so I can go elsewhere to purchase a new living room set. Not only for the defective one but the other ouch that no one sits on or else that would also be damaged. I need both to be the same that's why I want full refund of $2,000 not store credit. I would never buy from Bob's Discount Furniture again

Business

Response:

Good Morning Revdex.com,

I have spoken with [redacted] and her husband [redacted] this morning

(7.29.2014). We have agreed on a resolution option to provide satisfaction to

our valued customers in this time of concern. We are very sorry for the lack of

care that was applied to our customer’s concerns and we appreciate the feedback

we have been provided here so that we can improve all of our customer’s

experiences. We hope to have gained [redacted] and [redacted]’s trust back in our business

today.

Thank you

for the opportunity to make it right,

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: It all started out when the bobs tech came out to fix my love seat. He damaged it more. So bobs offered to replace my love seat and couch.so we re select and the furniture wouldn't fit up my stairway. So I re selected for a leather one that would come apart. Well they tried delivering it 4 times in about a 2 month spend damaged. And now after 4 months they want me to re select again which there's nothing in there store will fit in my price range. And all they've offered is 100 gift card which still isn't enough to get anything. They have been no help for a problem they could of avoid.Desired Settlement: I want to be able to get a couch that will fit into my house regardless of what it cost. Plus for the aggravation of being in the store on the phone. I should get some compensation for that as well.

Business

Response:

Good Afternoon Revdex.com,

I have reached out to [redacted] by phone today and provided her

with my direct contact information and my apologies for the stress that she has

had to endure while seeking to get this product concern resolved. I provided

[redacted] with my direct contact information and advised her that we have several

avenues to help resolve her concerns and I would be happy to help however I can

to rectify her disappointments.

[redacted] has agreed to call me directly in the near future to

discuss resolving her concerns in further detail.

Thank You,

Bobs

Discount Furniture

Corporate

Customer Care Liaison

Consumer

Response:

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

Sincerely,

Review: I purchased a bed and mattress set from Bob's and not even 3 months later the box spring of the bed broke. I filed a complaint and they sent out another box spring for delivery and my husband was home for the delivery when he looked at the supposedly new box spring it was broken as well and the delivery men were going to leave it and we declined the delivery because the merchandise was broken. They set up yet a third delivery and the box spring was not new either and had a hole in the fabric on the bottom. Now I am really upset because I am supposed to be receiving new furniture and they are sending refurbished boxsprings. I paid for new furniture. The delivery men were very incompitant and wanted to force us to sign stating that we would accept the broken merchandise which is unprofessional especially when I paid for insurance on the furniture. I am very upset and I don't think I would recommend this place to anyone. I want new furniture not refurbished furniture.Desired Settlement: I would like them to send new furniture to my home and if this is a faulty item they should replace it with a better kind at no cost to me. I have had to take days from work and hours on the phone with them that could cost me my employment. They need to compensate for all the trouble they are causing. They should send us a new mattress and boxspring set of the same kind but a better quality since the one they keep sending is very poorly made.

Business

Response:

Good Afternoon [redacted],

I apologize that your original foundation (delivered

in March) was built with a factory defect and I further apologize that in our

quest to make this defective product failure right by you, you have been

enduring such a poor delivery experience. Bobs Discount Furniture does not, in

any manner, deliver our customers refurbished bedding under the pretenses that

is factory fresh merchandise.

When we brought your replacement foundation out on

7.16.2014 there was a dent present and in bringing out another foundation for

you on 7.23.2014 the cambric (dust cover) was torn. These are cosmetic damages

that can and do occur during the loading and shipping of this item. We

certainly take responsibility for the cosmetic damages and the lack of care and

kindness you experienced from our delivery team. I completely understand your apprehension

and lack of confidence in our abilities to bring you an item in good condition and

I assure you that the foundations you have been receiving are factory fresh

models. We have not been providing you or your product with the proper attention

while handling these exchange items and I am truly sorry for that.

The foundations are manufactured in the exact same

manner to support all bedding containing memory foam materials. There would not

be a foundation upgrade for us to offer you simply because the foundation that

is under your mattress is constructed in the exact same manner as the foundation

that rests under our most expensive memory foam mattress. They differ only in

the material that they are wrapped in to match the material covers of the

mattress they are sold as a set with. This

overview of construction is available for you to research in all of our bedding

sleep zones as each set of bedding is displayed with a placard explaining the

components of the mattress and the foundation.

We currently have a service in place to resolve your

concern with the ripped cambric (dust cover). There are many reasons why

service is a better option than sending another delivery team to your home. The

dust cover that our technician installs on your foundation will be stronger and

more secure than anything built off of an assembly line because your product is

receiving one on one attention. Based on our obvious failures in seeking to

replace your defective product we do not want to take any chances on possibly

failing you again; we are most confident in service resolving your concern

without taking up any more of your valuable time.

While we pride ourselves on making our failures right

by our customers, we do recognize that we have failed you and that you have not

received the typical satisfactory Bobs experience overall. Your account has

already been notated that we should be discussing compensation with you once

you are completely satisfied with the merchandise you have in your home. Our

systems allow us to compensate once off of a sales order and we want to be

certain that you are provided with a reasonable amount of accommodation based

on our failures in total. Before our technician leaves your home he will call

into our customer care office and at that time we will be able to discuss and

process an accommodation agreement with you.

I am so sorry again that we haven’t been able to

satisfy your concerns with re delivery and I look forward to satisfying you

with service.

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I would like to inform you that the box spring that was delivered with a broken fabric on the bottem is not new it is clearly refurbished. There is a ragged piece of wood that has been placed across the boxspring for support that does not look like is part of the make of the boxspring. If it is true that the box spring is new then why would the wood that is going across it look like it is unfinished or ragged in one end of it? I will take a picture of it and I can upload it so you can see that it does not look new. If it is true that all of your boxsprings are new then there might have to be an investigation on why that is the third boxspring that has been delivered to me that is faulty in one way or another. I am not satisfied with the service or the product.

Sincerely,

Business

Response:

Good Morning [redacted],

Please accept my apologies for your dissatisfaction with the

merchandise. I would also like to personally apologize to you for not spelling your name correctly on my original reply to you. It was never our intention to fail you so poorly while seeking to

resolve the original defect concern you experienced. I am positive that we do

not deliver refurbished bedding under the sales agreement for new bedding. Our

records reflect that we are dispatching a service professional to your

residence today (7.29.2014) to address the concerns your current foundation

has. Our service professional has vast product knowledge and I am confident

that he can provide you with an explanation as to why this support piece of

wood rests inside the make up of this foundation.

Again, I am truly sorry you are not satisfied with this

merchandise and our goal is to satisfy you through service today. If you are

still unsatisfied after service today, our technician can call into our

customer care department on your behalf and we can discuss replacing the

current foundation you have in your home. If you’d like to speak with me

directly after the service to discuss other options for recourse please feel

welcome to contact me directly at ###-###-####.

Kind

Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

These are the sequence of events up until yesterday 7/29/14 in which your technician contacted and reported to your office letting you know the status of the box spring yet again. Pictures will be attached.

Original Entire Bed Set purchased approx. 4 months ago.

Review: I purchased a dinning room set with 6 chairs on 6-1-2014, I picked up the set on 6-26-2014 upon putting together the set I found that 2 of the chairs were missing the front legs for a total of 4 legs. I called Bob's customer service dept on 6-28-2014 and was told they would ship me the legs and it would take 3 weeks, after not receiving the legs in 3 weeks I called customer service again and was told I would receive the legs by 8-7-2014 I still haven't received the legs and spoke to at least 5 different people from Bob's customer service including a manager named [redacted] on 8-8-2014 I was told by [redacted] the legs would be shipped to me on 8-11-2014. Today 8-15-2014 I spoke to [redacted] another manager at Bobs and was told the legs still haven't been shipped out, after a long conversation with [redacted] I was told he didn't know when I would receive my legs.... Please help me I'm at my wits end... Thank you, [redacted]Desired Settlement: I want the missing legs shipped to me ASAP

Business

Response:

Good Morning [redacted],

I apologize for the long wait time you

have had to endure to get these parts to you. I assure you that we care very

much to resolve your concern and never intended to cause you continued frustrations

during your time of need.

We spoke with our manufacturer today

(8.19.2014) and I received a [redacted] tracking number indicating that your parts should

be arriving to your address within the next business day. For your records the

[redacted] tracking number is: [redacted].

I am so sorry for the aggravation this

part order caused you and I genuinely thank you for making this complaint so we

can correct the coaching issues we clearly have based on the lack of care and

immediate follow up you have cited your concern was handled with.

Kind Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

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

I would like to thank [redacted] for all her help,after all the lies and the run around I got from several people at bobs you got it done in 3 days!!! Pretty funny how fast they responded after you were involved, thanks again!!!

Sincerely,

Review: I purchased a bedroom set from Bob's last November (2013) and had it delivered in December 2013. Numerous pieces were broken/damaged. After replacing one of the pieces twice, I was forced to settle for a damaged item (TV stand). Another piece, a long dresser with mirror, was delivered with one drawer bottom completely broken. I had the delivery man call the office and I spoke with a representative from Bob's who insured me that they would deliver a NEW replacement drawer, rather than replace the entire dresser. I patiently waited for 3 months for the replacement drawer, but it did not arrive when promised. I called Bob's customer care numerous times in the last 6 months, each time they promised to send me a replacement drawer. Nine months later, I still have not received the replacement drawer.Desired Settlement: I would like to receive a replacement drawer immediately or receive cash reimbursement so I may have the opportunity to have a professional carpenter repair/rebuild the drawer. I have received verbal estimates of $200 to build a new cedar drawer to the original specifications. If neither solution is possible, I would like to return the entire bedroom set.

Business

Response:

Good Afternoon [redacted],

I attempted to call you this afternoon (9.04.2014) and was

only able to leave a voicemail message for you. I am sincerely sorry for the

time it has taken to get this drawer from our manufacturer and there is no

explanation I can provide you with that will make our failures right after we

have caused you this much aggravation and disappointment. I am genuinely embarrassed

and would like to help you move forward in any way that I can. I cannot thank

you enough for your extreme patience with us [redacted].

We can schedule to process an even exchange on the dresser

for you at any point in time. I understand that you only require one drawer so

if you’re accepting of this option I can make notes for our delivery team to

only remove the drawer you need from the replacement on their truck. If you

simply cannot be home to wait for a delivery team to arrive, I can look into

possibly making an agreement to leave the drawer in a place you deem safe surrounding

your home.

I’m very sorry again [redacted] and you may respond to me via my

direct telephone number (###-###-####) or through the channel the Revdex.com has set

up for us. Please let me know if you find this resolution option to be at all satisfactory.

Thank you

for the opportunity to make it right,

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.

Review: 5 1/2 years ago, I purchased a rather expensive leather fold out sleeper couch.

It cost over $1,000.00.

I also purchased the "goof proof" 5 year extended warrantee.

The couch has been lightly used, no pets or children in the house.

At the virtual 5 year mark the couch started to disintegrate.

Cracks and splits formed all over the leather surface, making it unusable and an eyesore.

I contacted Bob's customer service department and gave a detailed statement. I received no satisfaction at all.

I asked "a $1,000.00 sleeper sofa only lasts 5 1/2 years? Doesn't Bob's Furniture back up their products?"Desired Settlement: I would like a new, longer lasting replacement sleeper sofa.

Business

Response:

Good Morning Revdex.com,

Please pass on our apologies for the disappointment that our

customer is experiencing after owning this product for such a long period of

time. We absolutely stand behind the quality and value of our products. We

remain transparent and honest by always displaying in writing what materials

every one of our living room sets are manufactured from. We also provide our

customers with the clear parameters of our Goof Proof Protection plan at the

time of sale. I have included the sales floor line up sheet of this customer’s

set as well as the sales flyer sheet outlining what the expired Goof Proof Plan

offered coverage for on this product.

Per the original sales invoice number we have on file this

customer’s sleeper sofa was sold at a price of $749.00 (you will also see this

displayed on the attachment I have included). The Goof Proof Plan that was purchased

was intended for one time accidental damage coverage as outlined and is not

meant to cover the products normal wear and tear patterns based on its material

makeup. The direct Bobs Discount Furniture warranty expired on this plan in

2007.

This product is made of bycast leather and this was

displayed for our customers review at the time of purchase. As the first name

on this sales invoice differs from that of the customer filing a complaint and

six (6) full years have passed since the purchase date it will be very

difficult to determine who was actually present at the time of sale and what

literally transpired between our sales professional and the present consumer.

Based on the fact that this sleeper is made up of bycast

leather its material makeup has lived past its expected lifetime. There are

many facets of education available to the public regarding bycast leather and

its pros and cons. When making a purchase of this size there is a certain

expectation from any retailer (including that of the automobile industry,

electronics and home appliance industry) for consumer responsibility.

Bycast leather is made from a

split hide of leather (a different layer of flesh than the initial top grain of

the animals flesh) that is coated with a layer of polyethylene. There are many

pros to a bycast product such as its very uniform surface being easy to

maintain (top grain leather is far more sensitive to upkeep as it is more of

the animal’s natural skin that you’re sitting on) and any defects that were in

the leather to begin with are masked during the manufacturing process. The cons

of this product include the reduced breathability of the material makeup and

possible issues with flex over time. This is why the damage that is being

reported by this consumer is the result of normal wear and tear. There is no

factory defect present and the consumers set has lived up to its expectations

in all reality, including the value of a $749.00 price point. We do sell top

grain leather products (that are displayed as so) and the price point on those

is considerably higher. The same goes for a top grain leather set that retails

for $2,000-3,000.00 at another business. The expected lifetime of the product

is longer due to its manufacturing process. Bycast leather products are not

isolated to Bobs Discount Furniture and we do pride ourselves on being able to

offer every level of value available in our industry to our full customer base.

Based on the complete review of

all facts within this case this is normally a no recourse situation for any

retailer. As Bobs Discount Furniture is a retailer that cares about our

customers beyond the level of our industry we have listed two options for

resolution that we feel are more than fair below.

Option #1:

We will provide our customer with

a 30% store credit based on the price that was paid for the sleeper sofa ($749)

and the matching ottoman ($199). The store credit can be used within any Bob’s

location towards the purchase of new furnishings (it does not have to be a

living room set) that will better meet this consumer’s life expectancy

parameters. We highly suggest that this consumer does not purchase a set made

up of bycast or bonded leather given their current disappointment with the set

they have. If the consumer is willing to accept the 30% store credit we will

offer to cover the cost of delivery for the new set they select from our

showroom and also cover the cost of removal and disposal for the current

sleeper and matching ottoman.

-Or-

Option #2:

We will provide our customer with

a 50% store credit based on the price that was paid for the sleeper sofa ($749)

and the matching ottoman ($199). The store credit can be used within any Bob’s

location towards the purchase of new furnishings (it does not have to be a

living room set) that will better meet this consumer’s life expectancy

parameters. We highly suggest that this consumer does not purchase a set made

up of bycast or bonded leather given their current disappointment with the set

they have. If the consumer would rather accept the 50% store credit, Bobs

Discount Furniture will not be responsible to remove the current sleeper

and matching ottoman from the customer’s home or cover the cost of delivery for

the new merchandise the customer selects.

The consumer can respond directly

to me via this channel if they would like to accept either of these generous

offers for resolution. Please ensure in doing that the consumer is aware that

they should clearly indicate what option they are selecting so that I

can create the appropriate paperwork and have our retail location follow up

with them as soon as possible.

Kind Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Business

Response:

Good Afternoon [redacted],

I do understand your disappointment in this this product’s wear pattern

over the course of many years within your residence. I stand behind the options

that we have set forth for you as fair and appropriate options of recourse for

your concern.

The facts remain:

You are not experiencing a factory defect concern and the damage you

are reporting is reflective of the product’s nature after normal use has taken

place over an extended period of time.

Your furniture is far beyond any warranty Bobs Discount Furniture granted

to you.

Bobs Discount Furniture has offered you an extreme courtesy in this

situation and would truly appreciate your continued business should you wish to

accept either option for resolution. This is a case where in all reality the

business is working above and beyond what is actually owed to our customer in

an effort to please you. We will upgrade the 50% credit offer (option #2) to

include the coverage of the cost of a new delivery fee and removal of the

current merchandise as our final offer for resolution and in

doing this we have come more than halfway to your advantage (in a typical no

recourse situation) as in most cases the delivery fee average is $100.00-200.00.

I apologize that you remain so dissatisfied to date and hope that you

can understand our position as a business while we work to balance the wants of

our customer with the needs of business.

Kind

Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

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

Sincerely,