Bob's Discount Furniture

Review: Bob's discount store insists and hard sells their Goof Proof product which is basically insurance on the furniture item the customer is buying.

when I called bob's because the mechanism on the sofa is not working properly, its warm to the touch through the sofa and the arm has no collapsed.

I was told that that seems to be wear and tear and it is not covered by the insurance, which is not what I was told when I purchased the insurance from them.

'They I was told the fact that the leather is coming apart at the seams, is peeling, lost its coloration and basically is falling apart ($1000 sofa is not small change).

I was told by their goof proof insurance department that I should have read the fine print (verbitum) The insurance they sell you that is suppose to cover everything doesnt cover fautly mechanism, faulty arms, faulty leather , discoloration of leather, leather coming apart at the seams, bad stitching, peeling of the material. it only covers catastrophic damage. Accidents are only and it must be something of significiance (what does that mean, I need to run a truck over the sofa so they can covered)Desired Settlement: I would like them to either replace the sofa or refund the money I spent on the goof proof insurance.

Business

Response:

Good Afternoon Revdex.com,

We apologize that the customer is

experiencing any disappointment while trying to use the protection plan they

purchased from us. Guardian (Crypton is known as their parent company) is a

third party company and we have, for many years, experienced a vast amount of

approved claims through this third party company. Our customer’s are usually

very happy with the outcome of their reported claim and based on the price they

paid for the coverage our sales associates and sales managers would have no

reason not to boast about the extreme value the protection plan carries.

We provide a general flyer at the

time of sale that very clearly indicates there are some exclusion(s) to the

protection plan and the document further encourages the consumer to read their

full plan documents for the list of exclusions. As the manager of the plan,

Guardian is responsible for sending the consumer the plan documents. Should the

customer decide that they would like to review the complete plan documents as

the flyer suggests and they don’t have these documents, we assume (as any

retailer would) that the customer would then try and obtain said documents for

review. Had we been made aware of the need for these terms and conditions we

most certainly would have provided them upon any request. As it is not

typically a document we provide we literally have no way of knowing whether the

consumer has received the complete plan or not and we see no reason not to

trust that Guardian is continually sending these documents as many claims for

coverage are routinely approved.

In this consumer’s specific case I

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

terms and conditions (Guardian provides) for your review. Please see the below

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

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

EXCLUSIONS

TO COVERAGE:

Leather or vinyl cracking or peeling;

seam slippage/ separation; stress tears/

rips, scratches, scars, leather finish

defects. Repair and replacement are specifically

excluded

on split hides used in seating areas.

Review: I purchased a sofa and love seat combination from Bob's in June of 2012 along with their "goof-proof protection" service.

In March 2015 I called to file a claim under my goof proof protection plan that my sofa cushions were no longer in satisfactory condition because the springs in all three cushions in the sofa were out of alignment and caused pain in the person seated. They denied my claim under the goof proof protection because it was not accidental and rather a manufacture's defect. Even though this was never explained to me verbally or in the literature given when I purchased the plan, I continued to pursue further options under the three year manufacturer's warranty.

I was finally able to get a Bob's technician out to my house on May 2nd 2015. He tried to "fix" the mis-aligned springs but putting additional foam inserts in the cushion which did not fix the problem and I told him so immediately after claiming that this fixed the problem. That same day the technician put me in contact with customer service representatives [redacted] and [redacted] who created order #[redacted]. According to this order, the manufacture was going to directly ship directly to me left, middle and right replacement cushions within 5-6 weeks and that if I needed help installing them I should call Bob's to setup a service appointment. They insisted that everything was taken care of and I did not need to call back Bob's to check up on the order.

On June 18 2015 I spoke to customer service rep. [redacted] who said that the parts were not in stock yet but should be available at the regional parts warehouse as of tomorrow (6/19/15) and to call back and schedule a delivery of the parts. (Even though on 5/2/15 they said I did not need to schedule delivery).

On June 19 2015 I called and spoke with an unnamed rep. who claimed that during the week of June 22-26 the cushions would be delivered without anybody needing to be home to accept delivery.

On June 29 2015 I spoke with [redacted] who claimed that she was going to find the tracking # and find out the location of my missing cushions.

On June 30 2015 I spoke with [redacted] who said I would be getting a callback from the parts department on 7/1/15 with a status update of my order.

On July 1 2015 I spoke with [redacted] and eventually [redacted] (spelling), the "account management specialist", employee # [redacted], who told me that my order was now cancelled and my parts may or may be available in mid-August. When I asked him why I was never told about the cancellation status even when I was in contact with Bob's yesterday he had no explanation. He explicitly could not guarantee that this same predicament would not take place again in August. I asked him if I could receive a replacement sofa for all the troubles I have been through and he said because it was a manufacture issue that he could not do so. I asked him if I could speak with his supervisor and he said I would be contacted within 24-48 hours. As of this complaint I have not been contacted by [redacted] superior and am fed up with dealing with Bob's. I believe that this issue could have been covered under my initial"goof proof protection" and did not need to go through the manufacture warranty channels. The fact that [redacted] could not guarantee this whole ordeal would not happen again is unacceptable and ludicrous. I've been with defective cushions for 5 months and Bob's has not made a reasonable attempt to fix my issue. I believe they are in breach of not only the goof proof protection but have no upheld the manufactures warranty as well.Desired Settlement: I would like a brand new sofa replacement of equal value to what I originally paid, delivered to my house without delivery charge.

Business

Response:

Good Morning Brandon,

I don't blame you for being very upset with us and on behalf of Bobs

Discount Furniture I extend my sincerest apologies. I know and acknowledge how unpleasant this

entire ordeal has been for you and while I know this is your Bobs experience I assure

you that we would not be continuing to grow if all our customers were met with

so much disappointment while seeking to rectify warranty claims.

I truly wish there was a way I could undo what has been done and I

apologize again for the appalling impression you have been left with of our

company. You have our pledge to maintain the quality of all our customer

interactions at every level and we truly thank you for reporting these

incidents to us.

The springs on your sofa were deemed to be experiencing a concern as a result

of the manufacturer defect and this is

covered under the warranty directly provided by the vendor to the purchaser. As

per our service policy (outlined on your original invoice) you are granted a

one time replacement option on the affected item. Your account does not

indicate that you are experiencing any concern with the loveseat you have in

the home but given the poor experience you have endured we are happy to offer

you a reselection store credit on the loveseat as well as a further form of our

apology.

I have entered the reselection store credit into your account (based on

what you originally paid for the sofa, loveseat, and Goof Proof Protection).

This store credit will allow you to reselect to a different set,

please visit any of our showroom locations to access this credit with a sales

professional within the next two months (credit expires on 9.10.2015). We will cover the cost of the new delivery fee on the new sales order due to the defective sofa.

We will expect to remove the current merchandise (sofa and loveseat) you have

in your possession on the same date we deliver your new selection. I have asked

that the parts order pending for you be canceled, if for any reason you receive

these parts due to them already being in route to you please feel free to send

these parts back with the delivery team that comes to your home to deliver your

new set or discard of them at your own discretion.

Your store credit can be accessed directly under this order

number: [redacted] and we thank you for giving us the

opportunity to make our failures right by you.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Stephanie thank you for taking the initiative in this case and trying to correct the situation to the best of your availability. I will be going to the store in the next few days to pick out a replacement furniture set and look forward to doing so. Thanks again.

Sincerely,

Review: Purchased a couch and loveseat at Bob's the pillows were sagging they sent a purchased a couch and loveseat at Bob's the pillows were sagging they sent a technician to my house. I hi confirm the time with them for 12:30pm. I left work early so I can be here for him . I came five minutes late and he was waiting at my door and he was very angry I apologize to him but he just didn't want to hear it . He came in my house no communication and he was really mad and very disrespectful . He stuff my two pillows on the love seat and and two little pillows. I needed him to stuff the more pillows on the sofa but he made me feel so uncomfortable I just wanted him out of my house . I filed a complaint with the customer service area three times no one ever got back to me . I am so unhappy with the furniture and I'll never buy anything in Bob's again .Desired Settlement: I purchased the furniture in February and all the pillow are sagging. I just want all my pillows stuffed.

Business

Response:

Good Afternoon Revdex.com,

I contacted this customer this morning and provided my

direct phone number for any/all follow up.

At this time our customer and I are working directly

together to establish the best course of action to resolve her concerns.

We are deeply saddened by the feelings left behind from our

initial service visit and will work diligently to earn our customer’s trust

back in our business.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,

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,

Review: I purchased a new love seat and bedroom set from Bob's furniture a little over a year ago. With my purchase I made sure to get their extra warranty because it was strongly recommended at the time of purchase. It's a good thing too because I have had nothing but problem with my furniture for the past 4 months. It started with the main support for our bed frame, the leg broke off of it. Then the reclining mechanism broke off of the wood frame on our love seat. The repairmen came out and used GLUE to fix the broken leg. It broke again almost instantly. The reclining mechanism was replaced but it left the center console on the love seat loose and wiggling around and made the entire love seat uneven. The guy told us it was normal and left. He also left the old 60lb mechanism in the middle of our living room and told us we were expected to dispose of the part. We finally got tired of the center console being broken so we called it in to be repaired at the sametime that we called in about the broken support (2nd time) on the bed frame. A new person came out and was able to properly replace the broken bed frame leg. He also noticed that the last repairmen never put the screws back in the center console so he drilled new holes and stabilized the love seat. Not a week after that was done, the right arm on the love seat (the wood) broke and is now splintered off inside the love seat. We were told at the time of purchase that we would be provided a replacement/refund in store credit for the love seat amount if we had 3 issues with the couch (regardless of accidental damage or manufacturer's defect). We are now on our 3rd issue and the store is refusing to replace this cheap piece of junk.

To top it all off, we were also told to by Bob's to buy a mattress protector for our new mattress. It was supposed to help keep the mattress safe from bed bugs, spills, and other issues. The first time we went to wash it the crap quality cover broke in the washer and now it no longer properly zips up.

I'm so fed up with the cheap quality products from this store. At this point I feel like we should be provided a replacement cover and an exchange to a new love seat that we might actually be able to use because we've gone 3 months without a love seat to sit on.Desired Settlement: Based on what we were sold, I believe we should be able to exchange our defective products. I'm not asking for my money back, I just want an opportunity to get some furniture that isn't so cheap. We'd be willing to pay the difference for an upgrade, it's just obvious that this piece is cheap and a lemon.

Business

Response:

Good Afternoon [redacted],

My sincerest apologies on behalf of Bobs Discount Furniture for

the multiple inconveniences you have experienced with your products. I have

sent out a request to have a brand new Queen Sized –Fully Encased Bed Protector

sent by [redacted] to your residence and I am happy to help you move forward in

resolving your loveseat concerns.

I attempted to reach out to you via phone today to address your

concerns verbally.

Please return my voicemail at your convenience at ###-###-####.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I brought bobs discount furniture "[redacted] warranty for a "all leather Reclining sofa and "[redacted]" guarantee for all leather Recliner Chair.I was told and was very specific about to the salesman that I wanted All leather/ Not Bonded leather. I was told and the sign said "All leather when brought @ Bobs Furniture Store.1 month ago we notice under the seat of the recliner was "Peeling" which look like some type of damaged to the "Leather.When I call with my "[redacted]" CLAIM/ We were told that only cover damaged to the "Leather"/ I told office that the leather was peeling on the side and looked terrible for a "All leather/ should not do that.The claims office sent a person out to inspect/ The person said it was a "Factory problem/ and not cover under the "[redacted]"/My husband and I spoke with someone name [redacted]/ who said the Leather sofa or chair Peeling leather was not covered!! We said "Leather does not Peel"What is going on!! [redacted]/ then started "reading a scrip as follows "something We NEVER NEVER heard or read before/The sofa and chair that was sold to you was "ALL SOFT GLOVE LIKE LEATHER WEAR YOU SIT !!.(NO PHONY GIMMICKS-WE THINK THERE WAS!)What/ so the sides were peeling as [redacted] said that it was "Vinyl"(JUST PURE VALUE- NOT) and would peel and was not covered/ We really feel we were missed lead into buying you so called '[redacted]" WE PAID 200.00 / 200.00 FOR DELIVERY AND OVER 2730.00 TOTAL FOR ALL WE BROUGHT FROM BOBS DISCOUNT FURNITURE. We feel you missed advertise and was your salesman was not totally truthful as we strongly were told and saw that it was a good set and ALL LEATHER/ Not just were you sit! We would have never brought it.Desired Settlement: We feel we were missed lead about an All Leather Set!!We brought your [redacted]/ as recommended for the motor(which is working fine) and any damage to the leather/ Now we are being told the All Leather is "part vinyl so it is not cover Leather was part vinyl We would have never brought it.We want Bobs' Discount Furniture to "REFUND" us or give us a replacement/ or replacement the vinyl with leather/ We want you to be fair/ and replace the sofa and chair.As Bobs Discount Furntiture advertises the following!NO PHONY GIMMICKS.JUST PURE VALUEI'VE GOT YOU COVERED!The furniture was bought April 14.2012 Salesman was [redacted]We await your responds

Business

Response:

Good Afternoon Revdex.com,

I spoke with [redacted] today (9.04.2014) and provided her with my

sincerest apologies for the poor experience she has outlined and the disappointment

she has with the product she purchased from us.

I also provided [redacted] with two options for resolution and she

has agreed to call me back directly after taking some time to discuss these

with her husband.

Option #1:

We will authorize an even exchange of the items (Reclining

Sofa and Recliner). Acceptance of this option will fulfill the agreement of a one

time replacement under the [redacted] Plan.

-Or-

Option #2:

We will provide [redacted] with a store credit to return to our

showroom and select a different set that will offer her more satisfaction. The

store credit would be made up of 80% credit on the price of the merchandise

(Reclining Sofa and Recliner), 100% credit on the cost of the [redacted] Plan,

and any applicable sales tax based on laws in the state of **. Acceptance of

this option also guarantees that we will cover the cost of delivering the newly

selected merchandise.

Thank you

for the opportunity to make it right,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

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: We purchased living room furniture 12/27/15. At that time we were told that they were not going to be available until mid January. We were apprehensive because we needed the furniture quickly, but the manager strongly encouraged us to purchase because it was important to get on the waitlist for the furniture. The first delivery date was supposed to be 1/19/16. This was pushed back on two more occasions. We planned on delivery for 2/2/16, then 2/11/16. A call received 2/7/16 now stated the delivery would be 2/17/16. I called the Customer Care center for the company on 2/8/16- representative Michael states "your delivery should probably definitely happen on the 17th because your furniture is on the DEL DOC." He states the furniture has never been on the del doc prior. He then states he is reading old notes from our purchase and says "wow" and puts me on hold for an extended amount of time. He returned to the phone and explains that store does not actually know when our furniture will be ready for delivery so they have to keep picking dates in the meantime. The latest he sees them available is for 2/22/16, but explains this may not even be true. He states he does not want to waste my time and suggests calling store directly for cancellation or choosing different furniture. I ask him to report that we will be filing a complaint. I called the [redacted] store directly on 2/8/16 to cancel the furniture store directly. Staff member was very helpful and explained that Michael from Customer Care was certainly practicing the "bob's way" and that his information was misleading. Order remains cancelled as no specific delivery information is available.Desired Settlement: Contact by business with explanation. Better service for potential future purchase.

For Revdex.com information.

Business

Response:

Good Morning

Revdex.com,

I am so

sorry to learn of our customer’s poor experience with this purchase. I can only

imagine how frustrating this has been for our customer and completely

understand their position at this point.

As a retail

chain, and not a manufacturer, we have little control over the availability of

some product. As this is a shipment our inventory system clearly expected in

sooner there is always the chance that the overseas shipping container will

make it to our Distribution Center sooner than the anticipated date we have

right now. Please pass on our sincerest apologies that we haven’t been able to

deliver this purchase as advised to our customer and as we have disclosed the

merchandise will not be made available to us to deliver to the customer prior

to the latter part of February.

Again I

do hope the customer can accept our most sincere apologies for what has

occurred; it was never our intention to communicate any delay in shipment or

disappoint our customer. Sadly the

customer has chosen to cancel the order, so we are not able to redeem ourselves

in making this customer’s delivery.

Kind Regards,

Tracy ** S[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: We purchased a bunk bed for our children from Bobs Furniture on 03/16/2013 and it was scheduled to be delivered on 03/27/2013. On that day the delivery people came to my house and said the bed was broken and could not be delivered. They promised to rectify and redeliver the item 2 days later. Once again they arrived at my home and could not deliver because they only brought part of the bed and said that they thought we had the rest of it. Bobs Furniture consistently reneged on delivery dates Several times. WE then decided to go in person to the store after numerous calls to the store, only to be given a run around by customer service and also the manager. While at the store we would learn that the item is on back order and not available for another 3 weeks. The store's manager apologized profusely and we decided to give them another opportunity to make things right. They promised us a new delivery date first week of May. However, the store's manager called today 04/30/2013 and said we now must wait an additional 3 weeks until the last week of May. This is unacceptable and we are now forced to cancel our order and not do business with Bobs Discount Furniture ever again. They continue to make promises they cannot deliver on time and time again. We are truly disappointed by the poor customer service and the consistent lack of follow through by the employees of Bob's.

Product_Or_Service: Bunk Bed

Order_Number: XXXXXXX

Desired Settlement: Full Refund required.

Business

Response:

Business Response /* (1000, 5, 2013/05/02) */

Good Morning Mrs. [redacted],

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

Our records indicate that the order was canceled on 5/1/13 and a refund has been credited back to your Wells Fargo account.

We would appreciate the opportunity reinstate your order and restore your confidence in our company. If you reselect to a different bunkbed or bedroom set we will apply a $125 gift card toward your purchase.

Your patience and business is greatly appreciated. We apologize for the inconvenience and hope that you give us another opportunity to regain your business.

Review: Purchased a dining table and chairs and entertainment stand in march 2014. Within 3 months the finish started flaking off both peices. We purchased the protection plan. Bobs has stated these items are not covered because 3 months of use is wear and tear. Initially the offered to exchange the items or give us 33% of the value. Now they will not offering anything.Desired Settlement: I either want the pieces replaced or the value of them. I was told if I accidentally damaged them my goof proof protection would replace them but their low quality furniture is not covered by it. I was informed my cheap [redacted] furniture is made better than theirs by their customer service representative. Good to know I will purchase [redacted] brand next time.

Business

Response:

Good Morning Mrs. [redacted],Thank you for choosing Bob's Discount Furniture. I apologize that your furniture has failed to meet your expectations.Our records indicate that you received delivery of the table in March 2014; one year later in April 2015, you contacted our customer care office to report that finish was peeling and bubbling on the table top. We dispatched a service technician to your home on June 2nd, who inspected the table and determined that the damage was unrelated to defect and unrepairable. There are notes in your account which state that you noticed the damage after wiping the table with a wet cloth; if the table is not immediately dried, peeling or discoloration may occur. The goof proof plus plan, extends the manufacturer warranty from one year to five years, in addition to covering most types of in home accidental damage, however; the reported damage is not considered to be a defect. Unfortunately, at this time, you are beyond the required timeframe to file a claim. As a courtesy, we can either reinstate the previous offer and process the 30% concession ($119.70) allowing you to the keep the table and chairs as is or, you may return the table and chairs for store credit ($399.00) and reselect to a different set however, we will void the goof proof plan and you will need to repurchase it, if you prefer to have it.We appreciate your business and hope that find one of the offers acceptable. Thanks,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The 30%, $119 was all O asked for from the beginning if they mail a check for that amount it is acceptable.

Sincerely,

Review: We bought furniture, and the sales rep confirmed a delivery date and we arranged to be off from work. The day before delivery, Bob's left us an automated message changing the appointment out of the blue and without asking us if the new appointment would work for us, which it didn't. We re-scheduled over a week out and confirmed a different date with Bob's (again arranging to be off work). Unfortunately, once again, they failed to honor their agreement on the second date and left us another automated message with a new delivery date without even asking our availability. The also told us that the item we bought was now not in stock for our scheduled deliver, even though our couch was ready for deliver 6 days before. I called to ask they honor the original date they promised us, but the supervisor just mocked me and told me that she never promised me anything personally, accused me of being dishonest, and refused to try to fix the problem.Desired Settlement: I would like the delivery fees refunded because Bob's failed to honor their delivery agreements twice by notifying us with automated messages of new delivery appointments, without confirming that these random dates/times even worked for us (which they didn't). This caused us to adjust our work schedules unnecessarily only to have to change them again. Not to mention all the time we spent on hold and the rude treatment we received for requesting that they honor their agreements.

Business

Response:

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that you did not recieve delivery, when expected.

Your originial delivery (10/16/13) was requested as a "breakfast with bob", meaning delivery could occur between the hours of 6:30a- 9:30am however, the timeframe was only a request not a guarantee. The delivery was canceled at your request because we could not honor the requested 630-930a timeframe. You then rescheldued delivery for 10/24/13 and again requested "breakfast with bob" however we were unable to honor the timeframe request; You were aware of this 3 days prior on, 10/21/13. Finally on, 10/26/13, we succefully completed delivery.

Your patience and business is appreciated and we apologize for the inconveniece we have caused. While we are unable to refund the delivery fee, I will be happy to offer you a $50 gift card to be used toward the purchase of an accessory item to compliment your new sofa and loveseat.

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 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: 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 ordered a coffee and end table set as well as a fire place console unit from Bobs. I had both units being delivered two weeks from the order date because they had nothing else available. I canceled a weekend trip to stay home and receive the merchandise. I only had this time available since I was going to be out of state the following week. They did not call me before delivery showed up to the house and called once they were there. My delivery window was 12-4pm. I was down the road at the time and said I would be heading right over. Once I got to my house they were no where to be found. I attempted to call the number for the drivers back and no one would answer. I then called the customer service number to speak with someone since they only left minutes before I arrived. It took me 15 minutes to be connected to someone. Once I was connected to a representative I explained the situation. The scheduled a re-delivery request which meant the items would be redelivered the same day. That happened at 1:05pm. At 1:20pm I received a call stating that they attempted a second delivery and they would not be redelivering today the delivery had to be rescheduled. I was home the entire time and no one rang my door bell. I explained to the rep and she said that the supervisor sent a message to the drivers at 1:11pm to not attempt a re-delivery. I asked to be connected to another department to try to resolve. I have never experienced such poor client service. They rather lose sales than accommodate a paying customer. I have been sitting on the phone for over an hour and a half attempting to reach a supervisor. I have been told a story. To top it all off I checked my delivery status online to see when they attempted a second delivery and it says the merchandise was delivered at 10:54am. they are now telling me no second delivery attempt was made and they will not be able to do anything other than reschedule at this time. I have never experienced such a horrible situation. I am beyond annoyed and still have no resolution. I do not think that I should be charged a delivery fee for either item, based on the way things have been handled.Desired Settlement: refund of delivery fees that I was charged for both orders.

Business

Response:

Good Morning Revdex.com,

I am very

sorry that our customer feels so failed by us and understand their reasoning

for seeking compensation outside of their concern being made right.

Our records

indicate that we arrived to the home within the time frame we gave our customer

(our records show 12:14pm) and regretfully we are unable to force a delivery

team to wait at a home for someone to be available after we have arrived as

scheduled. Our records further indicate that we did return to the home on

1.16.2016 and were told by the delivery team that there was still no one

available at the residence.

At this

time the customer’s merchandise ( fire place, occasional tables) shows

delivered as of 1.22.2016 and we have a service call scheduled out to repair a

concern of looseness in one of the tables on 1.30.2016.

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. At this time we are looking forward to completely resolving

this customer’s concern on 1.30.2016 and 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 technician leaving their residence on 1.30.2016. We

will review the account at that time and determine what apology -compensation

offer we are able to make.

Kindest Regards,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate 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: I've recently purchased 5k worth of furniture from Bobs less then 2 yrs ago,with extended warranty goof proof.Goof proof warranty expires in 5 years.My two living room sofas are sunk in and the arm rest wood is cracked on both sofas,which causes them to sink in.I have three titanium screws in my foot from a accident so I depend on the arm rest for me to get up.

I spoke to guardian,which is the goof proof insurance provider.They sent a technician over,he checked my sofas and stated its a manufacturer problem and they cannot be fixed.Also its not covered by goof proof,after being transferred from bobs to guardian for a hour and 48mins. No one could help me,every rep I spoke to was very rude and was not sympathetic towards my disability.

All I wanted was some help with fixing my furniture which is fully insured.Every manager I was transferred to was more rude then the reps.reps. Im so dissapointed with Bobs furniture,I would like this issue to be resolved.I would hate to request help from my social media and the public media about Bobs.I dont want to taint anyone's reputation but im not going to be bullied.

I work hard for my money just like every tax paying american,I cant afford to throw money away.Desired Settlement: I would like my living room sofas exchanged or repaired.And please retrain your management they are horrible with customer service and tend to talk down to paying customers.

Business

Response:

Good Morning Revdex.com,

I feel terrible after reading

that our customer feels our responses lacked any empathy towards their concern.

We are most certainly empathetic and remain very sorry that our customer is

experiencing the concern they are. Our business offers coverage against manufacturing

defects, this is stated on the sales receipt and the information we provide

about the [redacted], and our customer isn’t communicating that they

have any concern from a defect.

Please see our service

professional’s report/record below (the customer is taking full responsibility

for the damage present).

Tech Denardo

138pm-current

72"

Lest side facing arm of sofa collapsed, cracked wood

Non-repairable

Customer caused/good condition otherwise

Spoke with: CHRISTOPHER- states he has screws in his foot so he

does have to put all his weight on the arms to get up. Wants to get the sofas

replaced. Apologized but explained the tech stated these are not manufacturer

defects. He is confirming he caused these damages. Unfortunately no recourse we

can offer....cgahner

Above Comments Added By CGAHNER ( CGahner ) On 01/12/2016 at 14:49

After researching this customer’s

concern it appears that the merchandise has been used against its manufacturing

specifications and the arm cracking is not

the result of a factory defect or an accidental incident. We remain very sorry

that our customer is dealing with this concern and if we could have offered a

repair on-site I assure our customer that we would have. As a retailer we are

unable to take ownership for concerns that are present from accumulated use

within the home.

Kindest Regards,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I paid cash ($356.93) for Opus cocktail table and 2 end tables. 1st delivery the legs for cocktail table was missing. 2nd delivery MARCH 24TH GLASS FOR COCKTAIL table would not fit in the groves. I called the store to pickup my refund. They said it would take 3-4 weeks to receive a check. I have called the headquarters just keep getting a recording.Desired Settlement: why does it take 3-4 weeks for a refund

Business

Response:

Good Morning [redacted],

Thank you for choosing Bob's Discount Furniture. I apologize for the multiple failed delivery attempts of your tables.

Our records indicate that the tables were returned on March, 24, 2014 and refund check number [redacted] was processed on March 26, 2014 in the amount of $356.93; The bank has confirmed that the check was endorsed on April 1, 2014.

Bob's Discount Furniture appreciates your business and apologizes for the inconvenience we have caused. It is our hope that you will allow us another opportunity in the future to restore your faith in our products and service.

Review: Hi, I purchased furniture in 2011. The sales associate recommended the extended warranty at $199.99. I usually don't buy them but the guy convinced me. He told me I could put a knife to it and tell them I cut my own couch and they would repair it or replace it for free. They gave me a sheet of paper with a list of check boxes of what the extended warranty covers. I never used it until now (3 years). I called and said that I had a party and that afterwards I saw scratches and chips. They then told me that since multiple scratches happened during a single incident that they will not cover it. I asked if they needed details for each scratch or chip. They said yes. I told them the chips happened because someone dropped their keys and the scratches happened because someone used a knife at the table. They told me damages from utensils are not covered. This makes no sense to me. I also mentioned a water ring from a cup. Again they don't cover it. I asked them what kind of accidental water damage would they cover on a dining room table if it is not from an eating apparatus, maybe urine? Then I went on to the couch. The kick plate for the recliner has the leather tearing from the backing material. This happened from someones foot kicking the recliner back in to a locked position. I was told they would not cover because people aren't supposed to wear shoes on the couch. I then told them about cigarette burns I Caused on the leather. That they said they would be willing to look at. I can't believe that since it was completely my fault. I argued saying that is not what I was told at the store and that the piece of paper does not say any of this. They told me the sales associate at the store lied and to call bob's directly. I did and they sent their own guy who wouldn't touch the leather and used crayons on my table then sprayed matte clear coat on a gloss wood table thus ruining it. Now bobs is only willing to give a partial refund for the warranty and said we can pay to have another "technician" come out.Desired Settlement: They're passing the buck between Bob's and this third party insurance company. Bob's tells me that they shouldn't be talking to me and the insurance company says its all bobs fault for lying to me. All I know is Bob's charged my credit card. It is even called Bob's goof proof protection plan. I at least want my money back for the extended warranty seeing how I never got to use it and that the guy bob's sent out ruined my table. They should pay for the table too but I won't hold my breath.

Business

Response:

Good Afternoon [redacted],

I am terribly sorry for the experience you alleged to have

endured while seeking to get your furniture covered through the [redacted] plan

we offer our customers. This plan is intended to offer coverage on single

instances of accidental in home damages as outlined on the flyer you received.

This flyer also indicates that exclusions apply and recommends that the

consumer refer to their complete protection plan for details. If the complete protection

plan wasn’t something you received after delivery we would have been happy to

send you a copy had we been made aware of our partner’s failure. I assure you

that Bobs Discount Furniture does not offer to sell our customers any item that

we do not feel is worth its price point in exceptional value.

Our records indicate that as of 8.08.2014 we have agreed to

refund you the monies (in full) you paid us for this protection plan. Please

contact our Customer Care Department (###-###-####) if you have any remaining

questions about the complete processing of this refund back to you.

In regards to your disappointment with our table repair I

apologize that you do not find our technician’s work to be satisfactory. Rather

than denying you an option for recourse all together Bobs Discount Furniture

reached out to you in a caring manner and offered to help you at no charge via

a resolution path we hold great confidence in. In an extreme effort to help you

further I would be happy to review any photos you would like to send of the

table in its current state. You can send these photos through this channel

by responding to me via this message and I will review this workmanship with my

Service Manager. After receiving and reviewing these pictures I will respond

back to you via this channel with what, if any, recourse we may be able to

offer you regarding the table repair.

Kind Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Hi,

Review: [redacted]

I am rejecting this response because:

Review: I ordered a sectional from Bob's to be delivered 3/24/15. The movers said they couldn't get it into the house. I reordered a different size that same date and arranged to have it delivered 3/27/15, again they said they couldn't get it into the house. I was in [redacted] at the time of both deliveries. When I arrived the evening of 3/27/15, I went directly to Bob's Furniture and chose a totally different set. I was told they didn't have it in stock, and I wouldn't get it until the following week 4/7/15. That was unacceptable because I didn't have ANY furniture in my house. The Manager ([redacted]) saw me leaving and suggested that he try and see if at least a few pieces could come prior to 4/7/15. He said that we could get a few pieces on 4/7/15 and the remainder 4/7/15, which was still ok. We went to check out at the counter, and was told there aren't ANY pieces available. I had her refund my card so I could look elsewhere. While on the highway driving to another furniture store, Mr. [redacted] called to apologize because the furniture was indeed in stock. I went back to the store 3/29/15, and wasted yet ANOTHER hour there just to walk out without having furniture being delivered nor my money that was suppose to be credited. On Sunday, I explained to the salesman that the money hadn't been credited to my card yet since it was done on Friday. He ASSURED ME that it was ok b/c they processed it. We get to the desk to check out and the women at the desk said that I would have to wait 3-5 business days. First, I truly believe that the furniture could've fit in my house b/c in the past, I got NOT 1 BUT 2 livingroom sets delivered (also from Bob's)with NO problem..one was a sectional and the other were huge couch and loveseat.Second, the going back and forth was a waste of time. I don't think they were the least sympathetic to the fact that they gave me the runaround. I spent way too many hours in there working on their "issues". I'm a faithful customer of Bob's and very disappointed.Desired Settlement: With the delivery issues as well as the back and forth to the store (unnecessarily), I truly believe that the next delivery charge should be waived.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the poor overall

experience our customer outlines in their complaint. We are genuinely very

sorry for any frustration we caused during what is intended to be a stress-

free and exciting time of purchase and delivery.

While we understand our customer’s reason for seeking compensation

the customer’s account (cr: [redacted]) does not depict any open or

pending sales orders with our business at this time.

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. When we have successfully delivered the merchandise and our

customer is fully satisfied we are able to provide further options of our

apologies for any instances of inconvenience we may have caused. While unusual,

we can make exceptions in extreme cases and provide a one time offer prior to

delivery of the merchandise but we would still need an active/open sales order

to work off of in order to accomplish this task.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. They have agreed to refund my $129.99 delivery fee. I would like to close this complaint, however, I want to reopen it if they do not honor their promise.Sincerely,