Bob's Discount Furniture

Review: In March of 2010, my husband and I purchased a leather couch and chair/ottoman set with the protection plan from Bob's Discount Furniture in [redacted]. Recently, the couch started tearing and honestly, I have no explanation of how it is happening. I have a 4 year old and twin 1 year olds and I probably could've lied about it and said that one of them punctured the couch, but I did not because I am not a liar. My protection plan is good for 5 years and because I did not give them a good enough explanation, they denied my claim. My understanding is that I purchased the plan to protect myself for cases like this, now they are not honoring it. I have talked to people at [redacted](the company that covered the protection) and they just talked down to me and gave shady explanations of why they are doing nothing to resolve my issue. I decided to take it a step further and speak to Bob's in [redacted] to try to get some answers from them. They just basically wanted to wash their hands of my situation. I then called Bob's Corporate Office where I spoke to a young gentleman named, [redacted] who said that in 2010, Bob's changed coverage plans because people were having issues with [redacted] covering identical issues that I am having. My issue is that if that were case, Bob's should have changed everyone that purchased coverage in 2010 over to the new coverage company. It's not right that I paid for something that they knew would probably be rejected if a complaint were filed.

I have only had this set for 4 years and I really cannot believe they will not honor my warranty. I even offered to send a picture, but they want nothing to do with me.

Thank you for your time.Desired Settlement: My desired outcome is to have my couch fixed or replaced and if they cannot do that, then I will want a refund for the couch.

Business

Response:

Good Afternoon [redacted],

I apologize for the lack of care you cite to have received while

seeking resolution for your product concerns. I assure you that we are a

company that keeps our customers best interests in mind with any choice we make

and seek to help our customers resolve their concerns in a manner which is fair

for both parties.

The protection plan you purchased was bought specifically for

accidental occurrences and did not extend the manufacturing warranty that Bobs

Discount Furniture directly offered you. The company that we switched to for

this furniture protection plan is called [redacted] and their guidelines for

coverage mirror that of the [redacted] Company. The main difference in between

the two companies is that [redacted] allows you to repurchase a new protection

plan on an item they have replaced under their coverage and [redacted] does not.

Regretfully even under the [redacted] plan we now sell, a claim of this version

would receive a denial result.

In many cases across many

business lines normal wear and tear is not covered. For instance, protection

plans that are sold on automobiles, electronics, and home appliances require

that you report an incident that caused the concern you have to use their coverage.

While I truly respect your honesty the fact remains that the nature of your

report leads all to believe that the occurrence of tearing (with no accidental

cause) is the result of normal wear and tear. Please consider that you paid

$179.99 for a plan that offers to replace merchandise that totals at more than

five times its own cost. It is reasonable that such a plan would maintain

coverage guidelines that keep the plan fair for all consumers alike.

Your merchandise is also made out of bonded leather which is

another fact that I am certain is being considered along with the nature of

your report. Bonded Leather offers the look of luxury at a much more affordable

price point and as its name depicts, bonded leather is real leather that is

adhered (or bonded) to a fabric backing with a strong adhesive. Over time and

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

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

Bonded Leather is manufactured the same way industry wide and peeling or

tearing over time is not isolated to the bonded leather products we sell at

Bobs Discount Furniture. If you continue to purchase/maintain bonded leather

furniture in your home regretfully peeling or tearing can occur based on the

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

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

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

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

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

tear industry wide, we are able to make a store credit offer to from a place of

extreme courtesy and care.

If you would like to reselect to a different set, made of a different material

that may fit your furniture needs better we can offer to credit you 70% of the

original cost you paid for the Sofa, Chair, and Ottoman from your ‘[redacted]’ set.

In the interest of fairness we would ask that if you want the new furniture you

select to be delivered you cover the cost of that service as delivering the

merchandise has always been a charge we maintain separate from the cost of our

merchandise. We can offer to remove the current Sofa and Loveseat you currently

maintain on the same date we deliver the newly selected merchandise and cover

the cost of disposal for you.

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

will process the necessary paperwork and have our retail location contact you

to make you aware of your available credit.

Kind Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: On 2/14/15, my husband and I purchased a table and chair set at [redacted] Bob's Furniture with an assiciate, [redacted]. We were told that our table would be available to be picked up at the [redacted] warehouse on 2/17/15 pending on our weather. Therefore, we opted to wait to pick this up and was told it was ok anytime but to call their number to sch when we were ready to pick up. In the meantime, we changed our whole kitchen including counter tops and sink, etc to match our new table which was black. On 2/25/15 we were just about to call and set up a time to pick up our new table when [redacted] called and left a message saying we could not pick up this table because it was not discontinued. That is almost two weeks later from time time of purchase that we were just being notified that there was no such table any more. She was not very helpful other than to say well this sometimes happens and you can always pick something else. At that point we were very upset and was not interested in anything else or even offered a discount on something else for our inconvenience. I told them to credit my account back. It is now 3/2/15 and I still do not have my debit returned or a table. I am very unhappy.Desired Settlement: So, at this point a credit to my account and a dicount on a table for our inconvenience would be great seeing that this was all the associates mistake for ordering something that was dicontinued and waiting so long to let up know.

Business

Response:

Good Day Revdex.com,

I reached out to this customer directly via telephone today (3.03.2015). I called the daytime number listed and in not receiving an answer I called the evening number listed and left a voicemail on the machine with my direct telephone number should our customer wish to speak with me. Please pass along my direct number to the customer [redacted] in the case the message machine is faulty.

On behalf of Bobs Discount Furniture I extend my sincerest apologies to our customer for the failure in not being able to provide the selected dining room set they purchased and decorated their home around. We take complete ownership for this failure and before contacting this customer I contacted three of our showrooms and clearance centers ([redacted]) to see if I could acquire this dining room set for this customer. Regretfully our inventory has completely depleted in our showrooms/ distribution center and we are still unable to provide the selected merchandise.

Should a sales order be reinstated for a different table set we would be happy to discuss what accommodation offer we could make to our customer.

Our records indicate that the refund was fully released from our internal systems in between the night of 2.25.2015 and the morning of 2.26.2015. I can certainly understand the immediate need to have these funds back on such a large purchase like this and I feel terrible about any delay that may have occurred in between our release and the bank’s reallocation of these funds. Normally we provide customers with a 2-5 day estimated complete processing timeframe because of the fact that even after we release these funds there is another party involved in getting these funds back to our client. At this time I would expect that the funds should have been reallocated to the customer’s method of payment however today is technically the third business day for banking since the initial processing of this refund. I did advise the customer that they could contact me directly to advise me if they have or haven’t received this refund as of today.

We apologize again for the disappointment our failures have caused our customer and remain willing to help directly or via this Revdex.com mediation channel in any way we are able to.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

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,

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: 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: 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: 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:

Review: This whole situation began Thursday June 25, 2015. I ordered bedroom and living room furniture from Bob's Furniture. I've had Bob's come out to the house 3 times regarding their furniture. The first 2 times it was strictly for my bedroom furniture and the last time it was for my bedroom furniture (which has been resolved) and the living room furniture which consist of a TV console and Hutch. The Console has scratches that came from the manufactures and the Hutch has bolted screws on 2 of the landings, the screws lifted the wood and this also came preassembled from the manufactures. Today Friday August 7, 2015 Bob's attempted to deliver what they call a brand new 2 pieces which were in worse condition than what I have at home. I placed a call to Bob's Customer Service and requested a discount for the furniture presently in my home because I'm tired of moving furniture around for delivery purposes and packing and unpacking and have decided to keep what I have. They've given me a discount of $199.25 which is 25% of the purchase price of $799.00 but the warranty that I purchased with the furniture has become void and null, a warranty that I paid 99.00 for!!! I think that is unfair and once the math is done I've only received a 99.25 discount for damaged furniture. I think that it's unfair that my warranty has been voided on account that the manufacturer has an incompetent worker!!! It is now 1 month and 3 weeks later and I've already made payments on the account to no avail. I think the way I've been treated really wrong!!!!Desired Settlement: I've already requested the 25% refund on the merchandise which was explained I will see within 2 billing cycles on my bill, but I would also like the warranty to the Console/Hutch that I paid for reinstated. Thank you

Business

Response:

Good Morning [redacted],

On behalf of Bobs Discount Furniture I sincerely apologize

for all the disappointments you have experienced with your merchandise. We do

appreciate your willingness to work with us in coming to the resolution of a

concession and as a further apology to you we will be happy to keep the five

year ‘Goof Proof Plus’ protection active on your ’ WAVERLY – CONSOLE/HUTCH’.

The damages you have already reported and accepted the

discount for are not eligible for future services or warranty claims, if a new

concern should arise we encourage you to contact our Customer Care Office and

we will be happy to discuss what options for resolution we have available at that

time.

My apologies again for the time you have had to spend

seeking resolution for furniture concerns.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

I would like to request the terms in writing and mailed to me for the Waverly Hutch/Consoleby Bob's Furniture so that I will not have any further issues. Thank you once again!!

Sincerely,

Review: My name is Jeff E[redacted] and I am a [redacted] and [redacted]. One the 12th of June my wife and I purchased a living room set and entertainment center from the Bob’s in [redacted]. We were loyal Bob’s customers and had purchased a living room set and day bed from Bob’s when we moved to [redacted] from [redacted]. However, based on our most recent experience with the delivery of our furniture from Bob’s we will never purchase another item from Bob’s and will ensure we share our experience with our friends, family, co-workers, acquaintances, fellow Service Members, and Veterans. Our first delivery was scheduled for Tuesday, June 16th. The delivery personnel delivered our couch, loveseat, and entertainment center. The delivery personnel left debris on the floor, a staple in the loveseat that could have impaled someone’s head, did not clean off the furniture, and also damaged our newly installed storm door. I called Bob’s to have someone return to our house to clean this mess and was told the earliest a technician could arrive would be June 23rd. Rather than wait until the 23rd the delivery personnel who delivered the recliner on June 20th cleaned up the mess left during the previous delivery. We were given a $50.00 gift card to compensate us for this issue. The entertainment center that was delivered was damaged and the left side glass door did not close. A technician repaired this item on June 30th. We filed a claim for the damage to the door and received a letter from Cory 1st Choice Home Delivery denying our claim as we did not note the damage on the signed paperwork. I was not home when the delivery was completed as I was on an active duty tour working twelve hour rotating overnights and was not available to review the condition of the room when the delivery personnel departed. In addition, my wife was working and also did not have a chance to inspect the delivery area when the delivery personnel departed. It is a travesty when a business fails to accept responsibility when its employees damage a customer’s home. It is also unacceptable for a business to attempt to take advantage of a [redacted] and his family. We have attempted to resolve this issue with Bob's and they are not accepting any responsibility for damaging the door. I have a photo of the damaged door and the receipt for the door purchase and cost for installation.Desired Settlement: We are requesting to be reimbursed $236.00 for the cost of the brand new door we purchased from [redacted] and $180 for the amount we were charged by [redacted] to have this door professionally installed. When we sell our townhouse we do not want a damaged storm door to interfere with a possible buyer purchasing our home.

Business

Response:

Good Day Revdex.com,

I have reached out to Jeffrey directly via the

telephone number provided here. I left a message for him with my direct phone

number ([redacted]) to call me back on.

We are very sorry for the poor experience our customer

and his wife have endured and we have made the appropriate agreements to get

this claim settled with the delivery company for our customer.

We thank our customer for escalating this concern and

providing us with an opportunity to make our failures right.

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: I purchased 2 leather recliner lift chairs from bobs in 2011. I purchased goof proof which is additional insurance which was explained that if anything went wrong with the product it would be fixed or replaced. I was told the goof proof would cover me for 5 years. The leather on one of the recliners has become discolored. When I called to file a complaint I was told that's wear and tear. That's not what was explained to me when I purchased goof proof. Goof proof is a misrepresentation of what it really is. I would like my money back for purchasing goof proof or the company to stand behind their original explanation of what goof proof is.Desired Settlement: Money back for goof proof of repair/ replacement of leather discolored.

Business

Response:

Good Morning Revdex.com,

We apologize that the customer is

experiencing any disappointment while trying to use the protection plan they

purchased from us. [redacted] 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.

Revdex.com: Please

note and take into consideration:

The

customer’s account shows that the delivery of the chairs took place on 02/15/2011

and the customer agreed to purchase a part for repair from the vendor directly on

05/18/2015. As the remaining coverage available on the item was explained at

that time (almost five months ago) and the customer completed the transaction

of paying separately for the replacement part I cannot determine how it would

be at all appropriate for the terms of the purchased protection plan to be

called into question now (nearly five months later).

The

current concern of “discoloration” is not covered by Goof Proof (unless there

is an accidental occurrence that caused it), nor Bobs, given the amount of time

the merchandise has been in the home.

Was there

a particular incident that caused the discoloration?

Is the

entire item discolored?

Can the

customer submit photos of the chair?

When did

the discoloration begin/occur?

Bob's Discount Furniture prides itself on standing behind the merchandise we

sell, in the event of a defect- however, to remain fair to all of our customers

there are some scenarios where recourse is not an option. The customer’s answer

to the above questions will help to determine, what recourse, if any we may be

able to offer.

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.

Sincerely,

[redacted] I will no longer shop at Bobs.

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: When our couch was delivered the delivery men caused a lot of damage. They took a large piece of wood out of the front door molding, they broke the switch plate for our lights, they bent our hallway ceiling light, they put small holes in the upstairs ceiling, and they caused various scratches along the stairwell and ceiling. We have been calling Bob's delivery service regularly for about 9 months now. We have done everything they requested. We took the time to get repair quotes from various contractors. They took it upon themselves to close out our case with no resolution. We asked to have it reopened so that we can be compensated for the extensive damage that was done. They are still not returning our phone calls.

Order_Number: claim number: XXXXX

Desired Settlement: We would like to be compensated for the damage that occurred to our home. We would like to be given the funds to make the repairs. We feel like we are being very reasonable. We did not even submit the quotes that recommened repainting our entire upstairs hallway for thousands of dollars. If they are not willing to give us the money for the repairs, then we would like a refund on the couch that caused the damage. It took us a lot of time and effort to get them the quotes they requested.

Business

Response:

Business Response /* (1000, 5, 2013/07/23) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I apologize for the resolution delay as it relates to the property claim reported, September 7, 2012. Depending on the complexity of a claim it can take up 60 days to resolve a claim. I apologize you have yet to receive a resolution 9 months later.

Today, July 23, 2013, I forwarded a copy of your Revdex.com complaint as well as a duplicate copy of the September 2012 property claims to Ms. [redacted] manager) and [redacted] claim representatives at our delivery company and I expect to be able to followup with you within 2-3 business days. You may also contact Ms. [redacted] at, XXX-XXX-XXXX or Mr. [redacted] at [redacted] or [redacted]

Business Response /* (-10, 6, 2013/07/24) */

The delivery claims department has agreed to reopen this property claim although multiple attempts to address the claim were made several months ago. The claim rep was waiting for the consumer to provide estimates until November 2012, when the claim was closed due to the Consumer not providing estimates.

Consumer Response /* (3000, 8, 2013/07/31) */

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

No settlement was offered, just an indication that they would have more information in 2-3 business days (from July 23). No additional information is showing up on the webpage (July 31), so not sure how to proceed other than to say not accepting the "settlement offered".

Business Response /* (-10, 11, 2013/08/05) */

Your claim has been forwarded from the delivery claims representative to an insurance adjuster. I will share more information as it becomes available.

Business Response /* (4000, 12, 2013/08/06) */

This claim has been settled for $800.

Business Response /* (-10, 15, 2013/08/22) */

Payment/settlement check was issued on 8/16/13 in the amount of, $800.00.

Review: My customer service number # XXXXXXX on August 3, 2013 my Fiance and I purchase a 8 piece bedroom package with a mattress from Bobs furniture in the Bronx with an excellent sale associate name [redacted] . He was very helpful unlike some of the customer services specialist in charge of customer care by Bobs furniture who showed no compassion or sympathy to me the patron. We order our bedroom set on August 3, 2013 and received various message that are bedroom set would arrived on August 12, 2013. On August 12th we received a phone call from the customer service representative that our bedroom was sent with no mattress . My fiance and I spoke with the customer service rep who assure us that we can have everything delivered on the 13 the following day . My fiance and I agree because the service we paid for was for our complete bedroom set . Monday evening we get called to be ready from 6:30 t0 9:30am that our bedroom set will be completely delivered . Tuesday 7 : 20 am morning the 13th we get another call stating that only the mattress has arrived and that are bedroom set will arrive on Saturday completely . I spoke with [redacted] the person in charge of customer service after calling the XXX-XXX-XXXX and he said that he couldnt do anything about it and maybe I received my furniture on Friday that the best that can be done . Never once that he state that a piece of the furniture was out of stock. Had my fiance and I know this we would have never order this bedroom set or taken the mattress on Tuesday believing all the other pieces were coming together. I called to speak to various customer service rep who were very helpful like [redacted] and [redacted] yet their supervisors [redacted] and [redacted] not helpful at all. My fiance received a call around 1:30 that our bedroom set would be delivered incompletely and that the headboard would come on the 27th of August . This service was not helpful actually insulting as a customer who paid for services that were unsatisfactory. I explained to each customer service rep that we would be out of town because of our honeymoon and how we took are time from work and other activities to wait for services that were never met . Its upsetting, stressful and discerning that after I ask for my refund to purchase a new bedroom set the rep tells me that I have to wait till Saturday for pick up the mattress and 3 days for credit card to obtain the credit. Had the customer service supervisor [redacted] say to us that our bedroom set was incomplete we would never receive the mattress. I ask [redacted] the other supervisor to arrange pick up for tomorrow he said I have to wait till Saturday for mistake that [redacted] furniture made not I and my fiance. The mistake made was accepting and believing in [redacted] furniture discount services.

Product_Or_Service: delivery

Order_Number: XXXXXXX

Account_Number: XXXXXXX

Desired Settlement: WE want full refund as soon as possible from Bob's furniture and to come the next day to pick up their mattress . Your customer service supervisiors need to be more sensitive and aware with what the customer is saying . I don;t want to wait for the mattress or money to be given . there no settlement for loss sleep due to phony agreements made by Bob's about what was purchas .I'm hurt , stress and with anxiety .

Business

Response:

Business Response /* (1000, 5, 2013/08/26) */

Good Morning Mrs. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the incomplete delivery attempts, inconvenience and service you received.

The pieces of the bedroom set you selected are out of stock; I apologize this was not communicated to you at the point of sale or during prior conversations with customer care.

As a Consumer myself, I understand your frustration and disappointment. I have shared your experience with our store and customer care management team to ensure each policies and procedures are reviewed with employees, so that issues, such as yours, does not occur again.

Currently the chest and headboard are on back order with an expected date of arrival as, September 1, 2013 and all the other pieces are available for immediate delivery.

Bob's Discount Furniture appreciates your business and would humbly request the opportunity to reinstate you order and waive the delivery fee. We apologize for the inconvenience and hope to restore your faith in our company.

Review: I purchased furniture for my mother when she moved into senior assisted living in [redacted], **. The furniture was scheduled for delivery on Saturday, Sept. 7, between 8 a.m. and 1 p.m., and I explained that this was a senior residence with restricted delivery hours. At 3 p.m. on Sept. 7, my mom called me to say that the furniture had not been delivered, she was getting no answer at Bob's, and could I help. She was very upset. I called Bob's and waited on hold for over one and a half hours. I then drove down to a nearby Bob's Furniture store in [redacted]. The sales rep. identified that the delivery was scheduled for 7:50 p.m. - which I said was too late a delivery. I was told that the account was locked - but the rep sent an email to cancel that day's delivery, so there would be no delivery on that Saturday. The rep at the [redacted] store confirmed that there would be no delivery, but since system was locked, I could call back to reschedule. The next day, Bob's "Delivery Tracker" indicated that the furniture had been delivered at 10:08 P.M., which I knew was impossible. My mom told me that she received three calls after 9:30 P.M. to have the desk delivered, but she was already in her night clothes and the evening nurse would not let the driver enter the facility. I checked my mom's online phone log - and yes, the three calls had been made starting at 9:38 p.m. I called Bob's to say that the incident was unacceptable - given the circumstances. The customer care rep was apathetic, her "I'm sorry" was insincerely delivered, and the communication was unhelpful. This is not the way a business should treat the elderly.

Product_Or_Service: [redacted] Order_Number: 3061001

Account_Number: [redacted]Desired Settlement: I would like the furniture delivered during normal business hours - and within the time frame that is provided.

Consumer

Response:

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

As noted, the decision was left to my mom. However, the refund is being processed.

Business

Response:

Good Morning,

I spoke with [redacted] as well as her mother (customer) on, 9/12/13.

Mrs. [redacted] (mother) has decided to cancel the order for a full refund although, we acknowledged our error and had every intention to correct the issue by completing the delivery and refunding the delivery charge. Regretfully we were unable to restore Mrs. [redacted]s business but hope to restablish a relationship in the future.

Review: Purchased couches in 2010 purchased the warranty for the past year have been trying to get the couches either repaired under warranty or the warranty refunded since they did nothing about our leather couch peeling .. We would sit and the leather would come off stuck to our skin please help saw the same thing on the today show and its definitely defective it started a little over a year ..

Product_Or_Service: 01/10Desired Settlement: DesiredSettlementID: Refund

Refund warranty or replace or refund the couch that is ruined

Business

Response:

Good Afternoon Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that the sofa set has failed to meet your quality expectations.

The sofa and loveseat have a fabric content of 100% bonded leather and with normal everyday use, cracking and peeling can occur although not reflective of a defect.

As a courtesy, Bob's Discount Furniture will allow the return of the (1) damaged item however, given the 2010 date of delivery we will assess a 25% usage fee. The return will be store credit only.

Please identify the item that you would like to return and I will process the necessary paperwork.

Review: I purchased a wood day bed from bobs 2 years ago for my 13 year old daughter. I had the bed delivered and assembled by bob's.The wood bed rail has cracked and collapsed making the bed unusable.The bed cost me at the time of purchase $607.00 including tax.I contacted bob's customer service to see if they could repair the bed frame.I was told if the bed frame is cracked they could not repair it.I was also told the bed has been discontinued. parts are no longer avalible to fix the bed.I understand the bed is out of warranty.what I do not understand is why this company will not stand behind the quality of product they are selling the public.customer service rep. [redacted] told me I should of purchased a extended warranty,is this what Bob's is all about selling cheap furniture so costomers are forced to purchase extended warranties. I'm stuck with a $607.00 bed that I have to throw away after two years.I cannot believe this company would leave me in this position.P.s. The free coffee and candy is a advertising gimic to lure people into believing this company cares about you its the opposite they sell low quality furniture at regular prices and if you do not purchase an extended warranty you could throw it away after two years.Desired Settlement: New day bed or refund.

Business

Response:

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have reviewed your account and apologize that the bed has failed to meet your quality expectations.

Our records indicate that it was 2 years after delivery that you expressed concerns with the bed. Given the described damage, repair is not possible. Was there an incident in the home that caused the rail to break? Is there a knot in the area of the break?

The life span or shelf life of furniture is reflective of the care, maintenance and craftmanship of the product. [redacted] is a plan that provides recourse and peace of mind in the event of in home accidental damage. Although the plan is sold by Bob's Discount Furniture it is not a safety net for all merchanside related issues. The decision to purchase the plan is optional and often times purchased by the Consumer who believes the furniture would be exposed to common accidents such as, parents with small children or those who often times may host gatherings or parties in the home.

Whether or not a custmer purchases [redacted], Bob's Discount Furniture prides itself on standing behind the merchandise we sell even after the expiration of the manufactuerer warranty, if the damage is the direct result of a defect. Please forward 2-3 pictures of the bed and broken rail, upon reciept I will view the pictures with our service manager to determine what recourse, if any we can offer.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The bed rail cracked at the point where the wooden dowel enters the bed frame. at this point the wood grain is running in the same directing making this connection weak and caused the wooden rail to crack. I mentioned in my original complaint the bed was assembled by bob's.

I cannot believe this company does not care about quality or its customers

P.S Its time to invest in quality and customer service not free coffee and candy. Have you read the reviews bobs is recieving. I'm not the only customer disatisfied.

Sincerely,

Business

Response:

Good Morning Mr. [redacted],

Factoring in the 2011 date of delivery, expiration of the one year manufacturer warranty, first date you reported concerns with the bed and the discontinuation of this bed from our inventory replacment and/or refund is not an option. As a courtesy, we would like to offer you a $75 gift card to be used toward the purchase of another bed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The $75.00 gift card offer was unclear if it has restrictions. For example : used only at a bobs furniture stores.

Sincerely,

Business

Response:

The $75 gift card can only be used at Bob's Discount Furniture however, it does not have an expiration date and can be used at any Bob's Discount Furniture location.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

I believe after purchasing a $600.00 bed frame from Bob's for my daughter only two years ago that cracked and cannot be repaired because discontinued and parts no longer available should limit where I invest my money in another bed frame.

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 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: 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: I purchased a sofa and an Houdini glass table from Bob's Furniture store on 10/26/13. The table was delivered on 11/23/13. On 12/5/13, the table did not work like it did prior to being in my home. On 11/7/13. I called the customer services number and informed to operator I would like to return the table. The operated stated there would be no refund but, they could fix the table. I informed the operator that I had the table for a week, It should not be broken already, The operator stated that my only opinion is to have someone come to my home and fix the table. I thanked the operator for her time.Desired Settlement: I would like a refund.

Business

Response:

Good Afternoon [redacted],

Thank you for choosing Bobs Discount Furniture and I am so sorry you are experiencing quality issues with your product so soon after taking delivery. I can imagine you are extremely frustrated because you cannot use this table and ottoman set as you initially dreamed of. I assure you that our number one goal is to get our valued customers the product they selected at the highest quality possible.

As depicted on your receipt, signed at time of sale, a monetary refund is not possible after this table set arrived in your possession. We do have various other options to resolve your concern because we do take responsibility for merchandise not living up to the quality we have promised you. In most cases furniture today is built on an assembly line and shipped many miles across the ocean before it arrives to you. Since there are so many hands touching the product before it gets to you there are multiple chances for damages to occur. As an honest company built on core values like integrity, we take ownership for as much as we can when it comes to our products. The complaint I received was not entirely specific to what the issues are with the table set so I will list the options we can extend to you and ask you to choose the recourse which appeals to you the most.

We can service your table by sending a factory trained professional to your home to as and repair the table back to better than showroom quality. If you feel the concerns are not going to be repairable we can always mail you factory fresh parts and schedule our professional to install these parts for you. Another option for recourse we can offer is an even exchange, the entails bringing you a brand new Houdini table set and removing the current model you have in your home. Lastly I can provide you a store credit for the amount you originally paid for the table and you can return to the store to select a different item, with this option we will also cover the cost of delivering you the new item and we would remove the Houdini table set from your home on the same day we deliver your new item.

Please respond with what option will satisfy your concerns as I am eager to get this taken care of for you. Thank you for your time [redacted] and I apologize again for the faulty table you initially received from us. Give us the opportunity to make this right and we won’t disappoint you again.

Sincerely,

Bobs Discount Furniture

Customer Care Corporate Liaison