Bob's Discount Furniture

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

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

Business

Response:

Good Morning Revdex.com,

We apologize for the disappointment this customer has been

experiencing overall with their reclining sofa and loveseat.

Our records indicate that this merchandise was delivered in

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

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

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

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

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

had never been reported to us before.

As an extreme courtesy we sent our service technician out at

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

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

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

or replacement coverage active directly through Bobs Discount Furniture.

Given a review of all facts within this scenario we are

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

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

fair.

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

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

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

Discount Furniture will not be responsible to remove the current sofa

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

Kind

Regards,

Bobs

Discount Furniture

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

Business

Response:

Good Morning [redacted],

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

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

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

Sincerely,

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

Product_Or_Service: MATTRESS

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

Business

Response:

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

Good Morning Ms. [redacted],

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

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

Bob's Discount Furniture appreciates your business.

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

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

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

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

Ms.[redacted],

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

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

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

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincere apologies for the events that occurred

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

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

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

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

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

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

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

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

to allowing another delivery to take place.

As of today (1.26.2015) our records indicate that the

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

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

refunded to the customer’s original method pf payment.

The new occasional table set is scheduled to be delivered on

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

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

possession of these occasional tables.

Consumer

Response:

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

Sincerely,

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

Business

Response:

Good Afternoon,

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

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

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

Consumer

Response:

Review: [redacted]

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

Sincerely,

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

Business

Response:

Good Morning Revdex.com,

Please pass on our deepest apologies to our customer for the

continued disappointment that has been experienced with these chairs and the

chairs prior.

As the customer has provided us with multiple opportunities

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

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

customer at this time.

We have created the transaction to have the current chairs

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

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

original method of payment.

Please have this customer contact us to schedule a date that

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

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

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

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,

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

Review: I 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: 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: 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: 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: 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: I purchased the goof proof policy through bobs furniture for 5 year warranty when I bought my couch. I have had the couch a year. It covers accidents etc. My cushions are tearing apart and my arm of my couch is separating from my couch. I was told they would send a technician out. The tech told my husband he might be able to fix the couch but there is no point in trying to fix it when the cushions are destroyed.I spent over an hour on the phone with them and actually spent the majority of the time on hold. about 50 minutes out of an hr and twenty minutes. I spoke to the store manager in [redacted] location who agreed that the arm separating was a manufacturing defect. I was denied my claim, I was told to send pictures in of my couch. I resent pictures of my couch. They told me It was not going to be covered and for me to replace my torn cushions it would be $100 a piece when the couch was $399. Then I was told well you could've put in a claim with guardian which takes care of accidents, yet sadly I cannot put in a claim through guardian if it was already put through goof proof. I paid for my couch to have a warranty and they are making it completely impossible to get my couch replaces since it has broken not from my fault or anyone in the houses. They have all these things listed saying it is covered and they will replace your furniture. They are falsely advertising for you to pay for a warranty that does absolutely nothing for you in the end, You cannot put a claim in with guardian if you did with goof proof and the other way around. It isn't right making customers feel like there furniture is covered and when something happens to your furniture they tell you to bad/Desired Settlement: I want a credit for my couch so I can pick a new couch, Since I do not want to get the same couch because I do not want the couch to be defective again.

Business

Response:

Please see the attached pictures (4 pages) that we

have included for your review on this claim.

These pictures were taken by our technician who

visited the home on 2.20.2015 and explicitly show the abuse that this

merchandise has suffered. While we apologize that our customer is unhappy with

the product we are unable to offer resolution when the overall condition and

cause of the product’s demise is directly related to the accumulated abuse the

item has received in its environment. There is velcro literally ripped off the

seating and staining in multiple places of the merchandise. I have also

indicated with red circles where the arms of the product seem to have experienced

damages from continued puncture action applied to the fabric and arms.

I truly wish we could offer this customer recourse

for her concerns however the pictures speak to the reasons why this merchandise

is in such bad shape. The reasons for this merchandise’s current state are not

related to factory defects or a fault of our business. Accumulation of damages

is not covered under the terms of the protection plan and this is fully

communicated on the coverage detail pages as well as the sales flyer we provide

at the time of sale.

We apologize to our customer that we are unable to

take responsibility for damages that are caused completely outside of our

control.

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: On 10/4/2013 furniture was delivered from BOBs Furniture store.my living room sofas felt like the spring were coming out when sitting. We had a Technician come to the house on 11/20/2013And he stated that the sofas were make a creaking sound when sitting. He also stated that you get what you pay for and that the Furniture in BOBs are not made well.On 11/25/2013 I called BOBs Furniture store and asked customer service for a refund and they stated that the Technician reported wear and tear on the sofas that is why there was a Creaking sound. I explained to customer service that the sofas are only 2 months old. He then stated he will give me a store credit I stated what the Technician stated you get what you pay for. I spent close to 8,482.93 in BOBs when I purchase the sofas and they will not refund me 1,300.00 for a sofa that they say have creaking sound but in their eyes they do not see this as a manufacture issue . They will be picking up the sofas on 11/29/2013 and issuing me a store credit that will expire in 2 months. I am asking for your assistance with this situation I have already call consumers affair and thy are looking into the MatterDesired Settlement: company states that they will not refund me for the sofas but will give me a store credit that will expire in 2months if I do not us. I have no other interest in another sofas they carry.

Business

Response:

Good Afternoon

I am sorry to hear that Mrs. [redacted] is unhappy with her furniture purchase. A tech went out to the home and deem the furniture to be in good condition and found no manufactory defects with the unit. Due to the tech's report and the amount of time that the merchandise has been in the home , I am unable to offer full refund. I can offer a refund with a 20% usage fee deducted from the original total.

The original total 1529.03 (includes taxes & goof proof plan) ..the total refund amount minus 20% usage fee 1,251.03 (includes taxes & goof proof plan).

If you agree to a prorated refund ..I can set up the paperwork and start the refund process immediately.

Review: My sister is a mentally rded woman who lives in a group home in [redacted]. Late last year I knew that the group home needed new dining room furniture and found myself in a position to be able to purchase and donate a dining set to her group home. I did some on-line shopping and found a few suitable candidates on the website for Bob’s Discount Furniture. The residents of the group home had a meeting and selected the set that they agreed they wanted.

On December 6, 2014, I purchased a dining set from Bob’s Discount Furniture, [redacted]. I made the purchase by telephone, as I live in [redacted]. When I made the purchase, I explained to the salesman that the furniture would be going to a group home in [redacted] where my sister lived. I asked the salesman to schedule delivery with the group home. The salesman also offered me the company’s “Goof Proof Warranty,” stating that it would cover ANY damage to the furniture for 5 years after purchase, including scratches to the wood, tears or abrasions in the leather seats, structural damage/deficiencies, etc. I decided in favor of the warranty, and purchased it for $149.99. I told the group home that I had purchased the warranty and that they should let me know if anything went wrong with the dining set.

Earlier this month the group home notified me that some of the chairs were falling apart and that there were some scratches to the table. On March 12, 2015, I called Bob’s, explained the situation, and they told me they would schedule a technician to go to the home and look at the dining set. As the company rep instructed me, I notified the group home and asked the home to call Bob’s at [redacted] to schedule the technician, using customer # [redacted] and reference # [redacted].

According to the group home, the technician came 7 to 10 days later and said that if the dining room set had been in a single family home, the company would have honored the warranty and made all necessary repairs, but that the company would not honor the warranty because the dining room set was in a group home. The group home IS a single-family home; it is a 4-bedroom split-level house in a residential neighborhood in [redacted]. There are 5 residents – no more than a typical suburban family. It is not an institutional, commercial, or industrial building.

On March 25 I called Bob’s, and the rep told me that the company would refund the cost of the warranty. I told the rep that I did not want a refund, but that I did want the warranty to be honored, since the dining room set is in a residence. The rep stated that group homes are not covered. I pointed out that I had told the original salesman that the dining room set would be going to a group home and that he sold me the warranty anyway. I was put on hold for quite a while, and finally connected to someone named [redacted] at the store, who told me that the manager, [redacted], was looking into the matter and would call me back. He never did call me back.

I called again on March 26, but the representatives for Bob’s that I spoke with continued to insist that since the dining room set is in a group home the warranty does not apply. I hope you can help convince Bob’s to honor the warranty. If not, I would like the entire purchase refunded, not just the cost of the warranty, so that I can purchase a new dining set from a store that will treat its customers with greater integrity.Desired Settlement: I would like the dining set to be repaired under warranty, and for the warranty to be honored for the full 5 years. Failing that, I would like the entire purchase price of the dining set and warranty to be refunded.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the incorrect

information being provided at the time of sale as well as the lack of care our

customer asserts these complaints have been met with.

The Goof Proof Plus Plan is made up of two portions – A manufacturing

defect guarantee through Bobs Discount Furniture and a plan for accidental

damages which is honored thru a third party company called Guardian. This

information is indicated on the sales invoice we provide to every customer who

purchases. Regretfully we cannot force the Guardian company to take on a claim

for “scratches” on the table and we have worked to make the initial failure

right by setting up the paperwork to refund the monies paid for this plan.

Bobs Discount Furniture offers a one year manufacturing warranty

on the product regardless if Goof Proof Plus is purchased or not (this is also

expressed on our sales invoice). We are more than happy to honor replacing the

affected chairs; our records indicate that there are 3 chairs that need to be

exchanged for defect reasons.

The dining room set is under factory defect warranty thru

Bobs until 12.10.2015, should any other defect concerns occur we will address

these under the parameters of our expressed service policy (this is available

on the customer’s invoice as well).

We have created the paperwork for the exchange of the 3

chairs and the customer can contact us directly to schedule a date for this

exchange. We also need to speak with the customer directly to confirm the

original method of payment type so we can properly process the refund of monies

paid for this plan. We are available via phone at [redacted] (Mon – Sat: 6:30am

– 8:00p/Sun: 10:30a – 7:00p).

Review: I bought a bedroom set from bobs furniture online on oct.5 2013. I received it 2 wks later. after the furniture was put together I told the guys that there is no support under the wooden boards near the edges. there was only support in the center of the wooden boards. not even 30 days after, the bed broke. the head board and sideboard broke. I sat down on the bed and heard a crack and then the bed leant over and I went down too. I contacted customer service at bobs, I was on hold for over 20 minutes, I was hung up on a couple of times, and to insult me even further, they said there is nothing they can do because the furniture is not repairable and they are not replacing it. (they sent a repair man who said it cant be fixed) I did purchase a goof proof insurance policy but they say it does not cover this type of damage.Desired Settlement: I want a refund for the bed frame. its listed for $500.

Business

Response:

Good Afternoon Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize, if the the bed was not properly assembled.

I am pleased to learn, after reviewing your account, that we are scheldued to exchange the bed on 11/22/13. We are unable to offer a refund however, your account is noted instructing the team to properly assemble the bed and secure the necessary screws and slats. Did you sustain any injury or seek medical treatment when the bed collapsed?

Your business is appreciated and we apologize for any and all inconvenience we have caused.

Review: The bed I purchased from Bobs Furniture was such low quality it was inadequate within two years. I notified bobs warranty department and they sent out a technician to as the situation. They actually sent out two when I was unhappy about being lied to the first time. Both technicians told me the bed was factory defect and should be replaced. After they left and I called bobs since I never received a call, they blatantly lied to me telling me the technicians report said it was not factory defect and they said they would cover. When both technicians clearly stated this WAS in fact factory defect. Well ANY reasonable person can see that this $900 bed is not right, and it is factory defect problems. So the last phone call with bobs I was once again lied to and told they would never do anything to help me out. I am very dissatisfied with them not standing behind their warranty and replacing furniture that they absolutely should.Desired Settlement: I would like them to replace my faulty bed like their warranty states they do or to stop offering this bogus warranty.

Business

Response:

Good Afternoon

Revdex.com,

Please pass on my

apologies to Mr. [redacted] that he is experiencing concerns with his bed. Bobs

Discount Furniture sincerely wishes to be able to provide recourse to any

customer who is experiencing concerns and we assure you that we have thoroughly

researched Mr. [redacted]’s account in order to ensure that our customer receives the

best care we can offer for his specific scenario.

Our records

reflect that Mr. [redacted]’s merchandise was picked up from our warehouse;

therefore this merchandise was not assembled by Bobs Discount Furniture. This

merchandise was picked up in July of 2012.

-On 4.25.2014

(nearly two years later) our technician visited Mr. [redacted]’s residence and reported

that the bed was wobbly due to not being assembled properly. Our records

indicate that Mr. [redacted] was not present for the service while our technician

was in the home. The report also indicates that a nightstand from the same

bedroom set was missing an integral piece of hardware for the knob and this

damage was deemed a result of customer caused damage by our technician. I have

included the exact report from our records below so the customer can see that

we are not intentionally providing him with incorrect information:

spoke w tech [redacted] in - 1025 - 1035 , father

was home nightstand says knob is missing ring cc.good , bed is wobbly wasnt

assembled properly cc/poor pic 8065 submitting follow up

Above Comments Added By [redacted]On 04/25/2014

at 10:41

-On 5.01.2014 Mr.

[redacted] made us aware that he was not in agreement with the technician’s report

and wanted another technician to inspect the bed for defects. We take a great

amount of pride in our service technician’s and the abilities they posses in

our industry. We normally do not send second opinion service technicians and

worked above and beyond our policies to satisfy Mr. [redacted]’s demand.

-On 5.09.2014

another technician was present in Mr. [redacted]’s home. On this day, our

technician reported to us that someone in the home was “pushing” for him to

deem this bed manufactory defective. We

were also provided the information that this bed has been moved several times,

specifically meaning that this bed has been unassembled and reassembled several

times over the course of a nearly two year period. I have included the exact

report from our records below so the customer can see that we are not

intentionally providing him with incorrect information:

Time In:8:55-9:10

QN/KG CANOPY HEADBOARD: customer has moved

several times. hdbd.ftbd,rails are all very tight.

Canopy post: from the bottom right side back

one is bent and tilting backwards. wil only stay tight for awhile and loosen up

Been set up several times since moving

cc/good(or normal usage) Not mfg

Pics:2830

Above Comments Added By [redacted] On 05/09/2014

at 11:14

Per tech customer was pushing him to report

this as mfg

this considered normal usage to also some cc

issues

Above Comments Added By [redacted]On 05/09/2014

at 11:16

I apologize again to Mr. [redacted] and assure him that we have

provided his concern with the most attention we can. Regretfully we are unable

to offer recourse under Mr. [redacted]’s warranty when the damages that have occurred

are not the result of a factory defect or a one time accidental occurrence that

is considered covered by [redacted].

We do hope Mr. [redacted] can understand our position and acknowledge

the effort we have put worth to try and resolve his concerns. As a retailer we

are truly sorry that we cannot take responsibility for a damage that is beyond

our control.

Kind regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I have an issue with the mattress which is still covered by warranty. One of the springs came out on the bottom (it scratched me when I tried to rotate the mattress). They sent a technician who bended the end of the spring and hid it under the cloth (but it still sticks out which you can easily feel with your hand). They claim the issue is not caused by any manufacturing defect and refuse to replace the mattress. At the same time they say the mattress has proper support and is handled well.Desired Settlement: The business has to exchange the mattress or refund

Business

Response:

Good Morning Revdex.com,

Please pass on our apologies to our customer for any

confusion that may be present regarding the mattress/spring concern. Our

recordings/ records provide evidence that the customer informed us that they

(themselves) caused this spring damage to their mattress during a move. This

mattress was also not delivered by our company; it was picked up and handled

directly by the customer after purchase.

Our service technician reported no defects within this

mattress upon inspection and as a courtesy the damage the customer told us they

committed was serviced while we were in the home at no charge. No further

recourse was offered under the warranty coverage as the nature of the concern

did not stem from a defect. We do not commonly service customer cause damages

and we apologize that the customer remains unhappy with our technician’s

workmanship as we did the best we could to make the mattress a usable sleep

surface again.

At this time we are still unable to offer a full replacement

of the mattress due to the facts listed above. As another extreme courtesy we

can offer to provide the customer with a Bobs Discount Furniture Gift Card in

the amount of 50% of the original cost paid towards the mattress. We make this

offer as a one time courtesy because the customer is unhappy with our

technician’s workmanship. Regretfully the warranty coverage does not apply to

this circumstance as the spring was not popped due to a defect in workmanship.

Should the customer wish to accept our offer for the courtesy gift card (so

that we can assist to the best of our ability in getting the customer another

mattress) I have listed the outline below for their review. Please instruct the

customer to respond to us thru this Revdex.com channel if they find this offer

satisfactory and we will have the gift card mailed to the address we last

serviced the mattress at.

Original Invoice shows mattress price as $227.51

50% of $227.51 = $113.75.

Bobs Discount Furniture Gift Card for $113.75 (if accepted) can be

mailed to:

[redacted] / [redacted] / [redacted]

Sincerely,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: