Bob's Discount Furniture

Review: Have ordered furniture for my mother who is 75. My web order was processed and was called by the [redacted] store to set a delivery date. But then was told that my card was not authorized. I called my credit card company and they told me that my card had been authorized and then when I logged on saw the pending charge from the store. I called the store and wanted to cancel my order since I was not sure that they were professional in handling of my business. Also, my card seemed to have been used but was told that it had been denied. I was then told that now the store was not able to cancel my order even though it had not been fully processed and am within my rights to cancel in less than 24 hours. Given these facts I will do my utmost to ensure that no one that I know will frequent this store and I will pursue all legal recourse at my disposal to further ensure that I do not lose a cent.Desired Settlement: I expect that my card not be charged. Also, if my card is charged I expect that full refund to be made to my card. Am very busy and I do not have the time nor the inclination to visit Bob's Furniture store. If I am made to do this I will make sure that I take all legal course of action to ensure that I am compensated for my lost time.

Business

Response:

Good Morning,

I have contacted [redacted] on the number he provided in this complaint. Our records indicate that this merchandise is scheduled to be delivered on this Thursday (12.19.2013). He did not answer this call so I have left the following information on his voicemail.

I apologized that our system was unable to process his credit card initially. I assured him if he wanted to get a refund of all monies paid he is certainly entitled to this prior to taking delivery of said merchandise this Thursday. I left him my direct phone number in the hopes that he will return my call; speak with me further about his experience and ultimately aide me in correcting any training concerns we may have with our refund policies.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The delivery staff were rude and refused to complete the full delivery. Also they did place the bed frame on the metal support. They left the actual old mattress in the hallway. I can never recommend this furniture store.

Sincerely,

Business

Response:

Good Afternoon [redacted],

I cannot apologize to you enough as I am aware of the multiple failures you and your mother experienced after my initial response to this complaint. While I do understand your frustrations, I had hoped that providing you the $100.00 credit and covering the cost to deliver the foundation that hadn’t been purchased on your original sale would have lessened your discontent with Bobs Discount Furniture. I assure you that we sincerely care for all of our customers and wish only to make our failures right in any way we can. If you are still in need of assistance or would like us to remove the bedding we left behind at your mother’s home please contact me on my direct number, previously provided to you.

I will continue to make our Delivery Managers aware of your concerns so we can immediately start improving our performance.

Thank You,

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

Business

Response:

Good Afternoon

Revdex.com,

Please pass on my

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

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

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

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

best care we can offer for his specific scenario.

Our records

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

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

merchandise was picked up in July of 2012.

-On 4.25.2014

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

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

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

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

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

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

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

we are not intentionally providing him with incorrect information:

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

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

assembled properly cc/poor pic 8065 submitting follow up

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

at 10:41

-On 5.01.2014 Mr.

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

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

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

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

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

-On 5.09.2014

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

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

deem this bed manufactory defective. We

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

specifically meaning that this bed has been unassembled and reassembled several

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

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

intentionally providing him with incorrect information:

Time In:8:55-9:10

QN/KG CANOPY HEADBOARD: customer has moved

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

Canopy post: from the bottom right side back

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

Been set up several times since moving

cc/good(or normal usage) Not mfg

Pics:2830

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

at 11:14

Per tech customer was pushing him to report

this as mfg

this considered normal usage to also some cc

issues

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

at 11:16

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

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

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

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

is considered covered by [redacted].

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

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

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

our control.

Kind regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: On or about April 26, 2014, I traveled to Bob's Discount Furniture Store located in [redacted]. At that time, I purchased and paid $1282.00 (Salesman [redacted]) for a bedroom set which was to be delivered on May 17, 2014. On May 17, 2014, the furniture was delivered to my home. However, one of the pieces had a very large hole in it. The delivery person acted very nonchalant. After I demanded answers he made a telephone call directly to Bob's Furniture Store. At that time, he advised that the new chest would be delivered on May 21, 2014. On May 21, 2014, I scheduled an unpaid day off from work and waited for the delivery. The delivery never arrived. I then called the customer service center and spoke with [redacted], who advised that he had no record of a delivery. I then called the store directly and spoke with a [redacted] was rude and actually snickered at my dilemma and did not offer any assistance.Desired Settlement: At this point I would like a discount for my inconveniences and I would like the chest to be delivered expeditiously. If Bob's is unable to do that, I would like to request a full refund. I would rather spend more money and receive a better quality product and better customer service!

Business

Response:

Good Morning Revdex.com,

I am so very sorry for the disapointment that

this customer has had to endure based off of our product failures and error in

not properly scheduling the redelivery. We expect all of our customer care

agents to behave in the utmost professional and caring manner and I thank this

customer for bringing these failures to our attention so we may have the

opportunity to address the obvious coaching concerns we have. I assure our

customer that Bobs Discount Furniture cares very much for these concerns and

our intention was never to create inconvenience this delivery process.

Bob’s prides itself on

providing our customer quality service and the best value product for the

price. Our primary focus is on ‘Making It Right’ so that our customer is

satisfied with the product that they have purchased from us. We currently have

a delivery scheduled for 5.28.2014 (tomorrow) to resolve this concern. While it

is not normal procedure to do so, I recognize that we have caused our customer

a great deal of inconvenience. For that reason, I will make a note that once we

have made everything right, we will review this customer’s account to determine

if further action should to be taken. Please advise our customer that upon

completion of their delivery, the driver is expected to call into our Customer

Care Department to allow us to speak directly with them. If our customer still

believes that further resolution is needed to rectify this concern we can

discuss what, if any, further resolution will be offered at that time.

I genuinely apologize again for the

impression this customer has been left with of our business.

Kind

Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I purchased a $400.00 Bronson recliner in October of 2012, at the time of purchase I also bought the 5 year goof proof warranty that covers damages to springs and recliner problems. In Spring of 2014 only a year and a half later my recliner stopped working correctly. I called the goof proof number because I cannot sit in the recliner since it goes way back. Ir feels like a spring or fixture is broken completely inside the reciner. I was told when I called by the representative that it was wear and tear and that they wouldnt cover the recliner. I do not believe this is wear and tear and clearly the warranty says it should be covered. I asked to speak with a supervisor and was told no. I am so upset because I take good care of my stuff and this recliner broke a little after a year and a half. I am shocked they wont honor tgere 5 year warranty that I spent well over $100 dollars on.Desired Settlement: I would like my money back or a complete replacement of the merchandise.

Business

Response:

Good Afternoon Revdex.com,

I reached out to our customer by phone this afternoon

(5.30.2014) via the number she has provided in this complaint. I left our

customer my direct phone number and asked that she contact me back so I can

help her on a more direct basis.

Please pass on my contact information as well as my

apologies for the frustrations our customer’s Goof Proof Plan has caused her. I

look forward to hearing from her (whichever channel works best for her –email or

phone) so I may work to satisfy her concern and earn her trust back in our

business.

Bobs Discount Furniture

Customer Care Corporate Liaison

Phone: ###-###-####

Email: [redacted]

Review: I bought a sofa in 2012 and also the guardian protection plan that Bobs Furniture recommend I buy. There was an accident and my sofa ripped and called bob's furniture and guardian protection and they did not believe that it was ripped accidently, they ask me if I had a dog which I say I did. They left me a voice message saying that the sofa did not looked ripped after I sent them pictures, they said it looked chewed up. I bought the protection in good faith and now I am stuck with a sofa they could not fix.Desired Settlement: I would like to get my sofa fixed or replace.

Business

Response:

Good Afternoon Revdex.com,

Please provide [redacted] with my sincerest apologies for the lack of care he has been experiencing while

trying to get this concern resolved. I have reviewed the pictures taken by our

technician and the report that was made to Guardian. Guardian does not offer

coverage against any damages that are present on the seams of upholstered

products. As [redacted] sofa is currently over a year beyond its period of

warranty coverage through Bobs Discount Furniture we are unable to offer a

replacement at no cost. We can offer to perform a ‘Best Effort’ service to

resolve this concern.

We can schedule one of our

service technicians to his residence to repair these seams to better than

showroom quality standards. In researching this claim I have also spoken with

my Service Technician Manager who assured me that the technician assigned to

this original service call ran out of time to try and complete this work

otherwise we would have made this same offer while in the home early last

month. We did perform a great deal of service to many other items inside [redacted] home on 3.04.2014 and [redacted] was the first stop on our

technician’s run; regretfully we were unable to initiate the offer for ‘Best

Effort’ service on 3.04.2014 due to time constraints.

An offer of ‘Best Effort’

service indicates that we will do our very best to service the damage to an unnoticeable

state, however if our customer is still unhappy with the product after our

repair has been completed we will have no further recourse to offer relating to

this concern. I have immense faith in all our technician’s abilities and as

this item is out of warranty and this type of damage is not covered by the

Guardian company this is a very valuable offer for resolution at no cost to our

customer.

I have created a service order

within our system for this concern and should our customer wish to accept this

option for resolution and schedule a technician visit- please ask that [redacted] contact our Customer Care Department at ###-###-#### (Mon-Sat

630am-8:00pm) and provide this service order number: ­­­­­­­­[redacted]. I apologize again that our

representatives have been responding so poorly to [redacted]’s concern and I hope

very much he contacts us to schedule a service so we can earn his faith back in

our business.

Regards,

Bobs Discount Furniture

Customer Care Corporate

Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Your technician said this was not fixable.

Review: This Company sold me a Sofa, and all the inner springs on the cushions popped. They do not back their product for this in any way ( as it had been over a year, but who doesn't expect a sofa to last?) I purchased what I thought was a warrenty plan, they call goof proof,but it won't effect a defective piece of furniture, Only accidental damage. So my "goof proof" would replace teh whole couch if I accidentally broke it, but if your honest and report that this cheap product you were swindled into buying broke on its own your out of luck. Now the kicker, they want you to buy replacement parts ( 3 cushion cores, not even full cushions) for almost half the cost of the new couch. The customer service has been a nightmare to get a hold of, and have been unhelpful. they do not listen, and attempt to stonewall you from doing anything. All in all if I knew teh racket they were running on this thing I wouldn't have bought it. now im stuck with it, and very little option. For a company that makes such claims in their ads I am amazed what kind of scam tehy are running when you deal with them in reality.Desired Settlement: All I want is my cushions replaced. I think Bobs should stand behind what tehy sold me and take care of it. they should be replaced by bobs for nothing, but even if I had to pay something I wouldn't mind. However what they are asking for is not in any way a reasonable price.

Business

Response:

Good Afternoon [redacted],

I apologize the sofa has failed to meet your quality expectations. Our records indicate that the sofa was delivered to your home on, January 11, 2011 however, it was not until June 2014 that you contacted our office expressing concern with the sofa cushions. Although the manufacturer warranty expired, January 11, 2012, we offered to send one of our technicians to your home to as the cushions, determine the cause and to see if there were any repair options immediately available, you refused are offer, confident that the cushions could not be repaired.

Bob's Discount Furniture promises to stand behind our furniture in the event of a manufacturer defect, even after the expiration of the one year warranty. Based on the date of delivery and type of damage being reported, this is not a manufacturer defect. As a token of our appreciation for your business, I will be happy to mail you a $60 gift card to be used toward the purchase of (3) replacement seat cores.

Your business is appreciated and we hope that you find our offer, fair.

Sincerely,

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 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: About two yard ago I purchased a living room set from Bobs furniture. The rep and his supervisor advised us if the [redacted] insurance and how it covered everything we could think of and that if anything happened the sofas would be replaced. Because I have children we decided to pay the extra $100 for the security of having the insurance for 5 years. Last month I contacted the number provided which turned out to be a desperate company "[redacted]" regarding my 2 year old who had written with a permanent market on my couches. I informed the rep at [redacted] that my sofas were trashed and being that it was permanent market I wanted my sofas to be replaced. To my dismay the rep informed me that the company only covers marks totaling 6 inches in length and what they provide is a cleaning service which my damage did not qualify for because it was too much damage. I asked to speak to a supervisor and was denied. Soni contacted Bobs in [redacted] where I purchased the sofas and the insurance and have yet to receive a call back. I was told that an email would be sent for a response to my concerns and it has been over a month and I am still waiting. There are more specific but it's too much to write here. In short Bobs is advertising something they don't handle and can't vouch for. Further [redacted] is stealing people's money and not honoring the advertisement.Desired Settlement: I would like for the advertisement to be clear and concise. Informing the customers if the truth behind the [redacted] insurance and the fact that it's a third party that handles or in this case doesn't handle claims. Because I was told this insurance is to cover life mishaps for up to 5 years I want my couches replaced as promised.

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. [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. As the manager of the plan, [redacted] 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 [redacted] 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

([redacted] provides) for your review. Please see the below section on the right

side of the page via page number two (2) of the terms and conditions page:

PRODUCT SPECIFIC COVERAGE:

1. FABRIC:

b) [redacted] Standard – Basic coverage plus

grass, grease, ballpoint pen ink,

iodine, nail

polish, cosmetics, lipstick, crayon, and shoe polish. Lipstick,

crayon and

ballpoint pen ink marks totaling more than 6 inches in length are

considered preventable and will not be

covered.

We again apologize that the customer didn’t receive the

service expected from the [redacted] company and are willing to look into this

claim further and dispute the claim with [redacted] on their behalf should we

feel necessary.

At this time we ask that the customer provide photographic

evidence via this Revdex.com channel of the marker damage. As stated in the terms and

conditions [redacted]’s rule is that any stain from ink over 6 inches is

considered preventable. Regretfully if this inspection indicates stains 6

inches in length (or larger) exist we will be unable to help further facilitate

a dispute between our company and the [redacted] company.

To move forward please advise the customer that we require a

minimum of two (2) pictures (in color) for each item that is listed in the

report to [redacted]. I have listed the requirements below to ensure our request

is specifically notated:

-2 Photos of the Sofa

- 1 Picture

that clearly shows the entire facing surface (seats, inside backs, arms) of the

sofa

- 1 Picture

that clearly shows the damage marks at close range with a measurement

confirmation (ruler or tape measure present) if there is more than 1 mark on

this item then more pictures may be necessary.

-2 Photos of the Loveseat

- 1 Picture

that clearly shows the entire facing surface (seats, inside backs, arms) of the

loveseat

- 1 Picture

that clearly shows the damage marks at close range with a measurement

confirmation (ruler or tape measure present) if there is more than 1 mark on

this item then more pictures may be necessary.

-2 Photos of the Ottoman

- 1 Picture

that clearly shows the entire facing surface of the ottoman

- 1 Picture

that clearly shows the damage marks at close range with a measurement

confirmation (ruler or tape measure present) if there is more than 1 mark on

this item then more pictures may be necessary.

(Minimum of 6

photos please)

We will

review these photos and respond with what, if any, options for resolution we

may have to offer this customer.

Sincerely,

Bobs

Discount Furniture

Review: I purchased the [redacted] Bedroom set from Bob's December 18th, 2013. At the time of purchase [redacted] Plus warranty was included in my order, without my permission, never did the Sales Associate inform me about warranty. After reviewing my receipt once I got home I noticed the warrenty was included and I reached out Bob’s to cancel and they informed me that I should keep it because everything is covered under [redacted] Plus and I decided to because the bedroom set was for my son’s room. Sometime in November my son came to me and informed me that he tried to open the dresser drawer on several occasions with no luck so he kept pulling, but he couldn't open it and when he finally did he noticed it was broken. My son is 7 years old so how much strength does a 7 year old really have to break a dresser drawer. I called Bob's furniture in November to request an appointment; I cancelled the appointment due to no one being home. A Bob's technician came to the house on Saturday, December 20th, 2014 to fix the dresser draw. The technician came in asked me what's going on, I informed him and he looked at the drawer and he informed me the side of the drawer was not fixable due to the wood frame being cracked along the left side and that was probably the reason my son was having a problem opening it. There was no issue with the drawer before hand. He called customer service and gave them the logisitics of the situation and the representative informed me that it cannot be fixed by Bob’s Furniture and for me to call [redacted]. On 12-23-14, I call [redacted] customer service to submit a claim and they informed me that the claim wasn’t considered an accident. If my son would have fell or ran into the dresser drawer then it would have been covered. The representative from [redacted] informed me to contact Bob’s Furniture again because my Manufacturer Warranty expired to days prior and they may be able to fix the damage. I called Bob’s furniture back and they said my damage wasn’t a Manufacturer problem. So, now I am stuck with a broken dresser drawer that can’t be fixed or used. I am frustrated. Many people told me not to purchase furniture from Bob’s because of the poor quality of the material, but I didn’t listen. Now I will do so. I will informed everyone through social media and word of mouth. I feel scammed by Bob's and their warranty program, or lack thereof. I should’ve gone with my original request and cancelled my warranty. People are spending their hard earn money or poor quality furniture. I will never purchase anything for Bob's furniture again. The dresser is useless now with one drawer being broke.Desired Settlement: I would like for the dresser drawer to be fixed so it can be used.

Business

Response:

Good Afternoon [redacted],

We apologize that you are experiencing any disappointment

with the dresser and that you do not agree with the determination our factory

trained technician made while assessing this merchandise. I assure you that the

protection plan you purchased through us is extremely valuable as it offers

coverage against most accidental damages and a variety of manufacturing defects

for five years. Your manufacturing

warranty has not expired by any means and the reason for your denial through Bobs

Discount Furniture rests on the fact that we do not believe this drawer

breakage to be a fault in workmanship. We stand behind the quality of all

products we sell, our technician’s abilities to tell the difference between

factory damage and customer caused damage, and the value of the ‘[redacted] Plus Protection Plan’.

Based on your description of concern here, our technician’s

report, and the information provided to Guardian it is entirely possible that

this drawer was cracked due to an amount of force being applied to the drawer

and track beyond what it is naturally built for.

Because Bobs Discount Furniture cares very much about our

customers we are willing to make a one time exception and provide you the

service options available through your protection plan (should this have been

considered a manufacturing defect).

We have processed a part order for a new drawer and drawer

track with glide for you today. When you receive these parts by mail or [redacted] you may contact our Customer Care Office to schedule an installation of these

replacement parts. Since this is a specific issue we rarely experience with the [redacted] set we do not have these parts in stock in our CT distribution

center. We are forced to order the parts directly from the overseas vendor who

will only agree to ship to you by container. Currently these parts are

scheduled to arrive to you around the end of March – Beginning of April 2015.

Please contact our Customer Care Offices should you have any further questions

about this approved courtesy part order or installation.

Customer Care is available by phone at ###-###-####/

Mon-Saturday 6:30am -8:00pm.

Kind Regards,

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

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

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

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

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

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

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the incorrect

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

customer asserts these complaints have been met with.

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

defect guarantee through Bobs Discount Furniture and a plan for accidental

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

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

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

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

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

Bobs Discount Furniture offers a one year manufacturing warranty

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

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

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

exchanged for defect reasons.

The dining room set is under factory defect warranty thru

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

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

on the customer’s invoice as well).

We have created the paperwork for the exchange of the 3

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

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

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

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

– 8:00p/Sun: 10:30a – 7:00p).

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

Business

Response:

Please see the attached pictures (4 pages) that we

have included for your review on this claim.

These pictures were taken by our technician who

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

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

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

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

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

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

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

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

I truly wish we could offer this customer recourse

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

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

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

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

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

at the time of sale.

We apologize to our customer that we are unable to

take responsibility for damages that are caused completely outside of our

control.

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: Purchase a furniture from Bob's discount furniture at the [redacted] in [redacted]. I requested the furniture to be custom, the store indicated very clearly that all custom orders would be made and deliver in 21 days or less. I paid for the customization, delivery and the furniture on March 5 of 2015. Low and behold, the furniture did not arrived until the 9th of April, well passed the 21 days. I ordered a chaise, loveseat, and a couch. The only completed pieces that were availabe foe delivery on this day were the chaise and couch. When the deliver men showed up with the couch and chaise, they refused to deliver the furniture using an alternative entrance. Thus, they threw the furniture back on the truck, called the women in the household "[redacted]" and "[redacted]" us off.

We immediately called the customer care line and were give a hard time. We demanded that the delivery men return with our furniture. They claimed they were to far out and could not come back. The next day after waiting several hours, we received our chaise and sofa. The sofa was damaged. A repairman was sent out on the 13th of April to repair the bottom of the couch, it was just patch up. There is a separation of seams on the bottom of the couch, we have to wait again for another repairman to come out to repair the same couch that was damaged when the original delivery men who threw the couch back onto the truck, the repairman is supposing coming out on April 27,2015.

We are still waiting for the loveseat. These are the excuses that we were given by Bob's finest customer service, it is in the warehouse in [redacted], no it is now Overseas, no the fabric is being manufactured here and sent overseas to be make the loveseat. We were told that we would have the loveseat by the 18th of April, then it was change to the 27th of April, then it was change to the 22th of April at 6:30 in the morning. To be quite honest I am not holding my breath. We paid over $1400.00 for this mess. This is far beyond unreasonable and unfair to a consumer. We are demanding restitution for consumer fraud, false advertising and damage goods. They mislead us into believing based upon the four corner contract that I sign with them that I would have my furniture with in the 21 days has indicated.Desired Settlement: 1. Restitution for damage furniture.

2. Restitution for delay in manufacturing of furniture.

3. Restitution for poor customer service in relation to delivery and store management who failed to correct the problems when arise.

4. Restitution for consumer fraud and false advertising.

Business

Response:

Good Afternoon Revdex.com,I spoke with Ms. [redacted] and either her mother or daughter and both very expressly voiced their dissatisfaction with the service, merchandise and delivery issues. After reviewing Ms. [redacted] account and listening to her experiences with us, her frustration and desire for compensation is understood.Ms. [redacted] is now in possession of her complete furniture order, however one seat cushion for the sofa is stained and a replacement casing has been ordered and will arrive within 4 weeks. I have shared Ms. [redacted] concerns with our store, customer care and delivery management team. We have procedures in place for when an order is delayed and/or damaged- these procedures when properly initiated are very successful and limit and/or eliminate the need for multiple deliveries by notifying the proper department and/or person to immediately correct the issue; clearly we failed to implement those procedures thus causing an undue amount of aggravation and inconvenience to Ms. [redacted].As a result of the incidents listed above, I offered to refund the special order fee ($39.99) and issue a $100.00 bob's discount furniture gift card ; Ms. [redacted] immediately refused the offer and demanded $400.00. Our compensation typically max's out at 10% of the order -before taxes and fees, which in Ms. [redacted] case is $119.80. Ms. [redacted] says that she was working with [redacted], one of our customer care supervisors who offered her approximately $500.00 in compensation however, there are no notes on her account that reflect such an offer and [redacted] will be out of the office until May 12, 2015. Bob's Discount Furniture apologizes wholeheartedly to Ms. [redacted] for the inconvenience we have caused. We are a company that prides itself on being honest and upfront with our customers while providing exceptional customer service. It is obvious that we failed to allow Ms. [redacted] to experience the service we humbly pride ourselves and for that , I apologize. I have noted her account with the offer of $140.00 compensation in addition to the $50.00 gift card she was offered by customer care; she may chose to accept this offer as final compensation or speak with [redacted] when he returns on May 13, 2015.Thanks[redacted]

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 had recently purchased a leather sofa and love seat through this company. They delivered the sofas and were unable to install the legs. Once they left, I had noticed that one of the legs was missing two screws leaving me in a situation where I could not install the legs on my own. After speaking with 5 representatives and spending over two hours on the phone with them, no one was able to tell me the size of the screw. They explained that it came from a manufacture, but are not able to communicate with the manufacture. They also explained that they had stock of the screws in Connecticut, but were unable to tell me a time of delivery of the screws. I explained that the gentlemen who delivered the sofas may have accidentally pocketed the screws, but they were unable to identify which company delivered the sofas. What I would have liked to see done is the company telling me what size the screws are so I can purchase them from a hardware store to finish the installation of the legs. I would also like to see this company know which courier they are using the deliver the sofas and who are delivering them. It doesn't sit well with me as a consumer to know that there are companies who do not know who is delivering their items, and they also do not know what they are exactly selling.Desired Settlement: In the future, Bob's Discount Stores needs to have a disclaimer stating they their own employees do not know what size the hardware is for the furniture they are selling. This is cease the problems that I am facing and help further inform consumers of the inadequacy of this company. I do not know when the screws are arriving, neither do they, but I hope they can actually track them so I can finish installing the legs of the sofas that I had fully purchased.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the concerns our

customer experienced with the assembly of their product. As a furniture

retailer we maintain a certain amount of trust for the hardware needed to be

included in the packaging that most of the overseas manufacturers send us. We

assure our customer we are just as shocked and disappointed as they are that

the items were unable to be fully assembled during their delivery. On approximately

4,000 deliveries a day this is not a common concern therefore we always anticipate

being able to set up the merchandise as we display it in our showroom.

We take full responsibility for any concerns of failure resulting

in our customer’s disappointment and we fully expect that any hardware our

system reads as “in stock” is shipped and received by the customer within 5-7

business days of the order being processed. We have an in-house parts department that is

permitted to speak with the manufacturers (if needed), however most requests

for missing or incomplete hardware can be arranged and shipped within the time

line stated above. We feel terrible that the customer left their communication

feeling unconfident about our abilities to care for them and pledge to address

the coaching concerns that this communication has presented us with.

In regards to resolution: Our customer has selected to levy this

specific concern thru alternate channels and has been working directly with one

of our Corporate Customer Care Liaisons since 11.13.2015 (Jennifer) to get this

concern fully resolved.

We encourage our customer to continue to communicate with the

direct contact they have established so we can correct our failure and provide

them with the care they deserve.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: We bought 3 chairs at bobs furniture. We were told that we could return them at any time. They were way too big for our kitchen. My wife went to the store. They charged her card, unauthorized by her 49 dollars, then told her that they would not take them back.Desired Settlement: We want a credit for our credit card and want them to take these chairs back

Business

Response:

Good Afternoon Revdex.com,

Please pass on our apologies in

regards to any confusion that may have been present during the time of sale.

Our records indicate that the

three stools were purchased along with a protection plan that cost $49.99 and

our customers commonly sign a copy of their sales receipt indicating that they

are in agreement to all charges listed. Is this claimant stating that there wasn’t

an agreement signed for the charges made? Please have them clarify so I can

research the concern further if needed.

Also in reference to the chairs

returning the client has paperwork set up for the return of the chairs already

and our records last indicate that they spoke with us to ask if they were able

to use their returning credit online.

Kindest Regards,

Stephanie a. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: when my wife initially purchased the 3 chairs, she was told that she could return them...when she tried to return them she was charged another 49 dollars. we tried to negotiate then and that was just a run around. much furniture from Bob’s in the past, and to date have

experience no problem.

Simply put, the chairs were much too big. On November, 15th

my wife returned to Bob’s furniture store. The experience once you have a

problem with Bob’s is totally different it seems, than when they make a sale.

My wife’s primary language is not English, did not seem to be an issue when she

was making the purchase, but a real problem with she wanted to return the

chairs for either smaller ones, (which they said they did not have), or a

credit on her credit card. She was not

only treated quite rudely, she was treated in such a way, that the color of her

skin was mentioned. They charged her credit card, without her understanding nor

consent, another $49.00. She came home, crying and upset. I looked at the new

charges, and asked what they were for, for which she did not know. She told me

that she thinks she was told that she has 60 days to spend the money in the

store, or forfeit it. For something they

say they do not have. I am really concerned at they have yet another 49 dollars, in addition the the original payment, and to top if off, they claim to not understand what is going on. To be clear, we have no credit, were are out another 49 dollars, we have chairs that are way too big, and Bob's Furniture is playing like they do not know what is goin on. Sorry to be blunt, but, I am trying hard to work this out. I want them to refund my wife's credit card, and pick up these chairs. I am not sure, what they are playing around still. I need you to please try to work this out. Simply put, they have the original amount, and 49 dollars in addition, and we have chairs that are too big. Bob's Furniture's commercials, and sales people, sure are different that how they treat you if there is a problem. Please try to here here. We do not want anything online, if the chairs my wife saw, and bought, how can some picture help. We just want our money back....

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

Please send my

apologies to our customer as my response was never intentioned to convey a

feeling of “playing like they don’t know what’s going on”.

Our internal

records show one sale and one charge (in total for $408.73) that was authorized

on 11.06.2015. This total includes – Merchandise

at$ 300.00, Delivery

fee at $39.99

, Goof Proof Plus at $49.99

, Sales Tax

at $18.75 USD

, for a grand total amount

of $408.73.

This

is all displayed on sales order number: [redacted] and our customers all commonly sign a sales receipt the fully discloses our

return policy as follows:

REFUNDS

AND CANCELLATIONS POLICY

You may

request a full refund on orders for stocked merchandise at any time up until

the time we deliver the merchandise to you or until you pick it up.

The customer should also be able to verify

this policy as disclosed by way of a copy of the sales invoice we provide to

our customers prior to them leaving our store.

On 11.15.2015 we did not charge the

customer any additional amount, should the customer wish to provide

documentation on this accusation of additional charge we will research that

claim further at such time.

On 11.15.2015 we placed a store credit into

the system for the price paid for these chairs and their associated protection

plan. Based on the comments from this transaction (credit #: [redacted]) (listed

below) this reselection credit was entered as a courtesy so the customer could

reselect to merchandise that better suits their needs.

Date

of Delivery 11/13/15

Stools

are too large

Preference

reselection

EXP

date: 1/15/15

New

sale/ NEW del fee

Above

Comments Added By AR[redacted] ( AR[redacted] ) On 11/15/2015 at 14:02

Please also let the records reflect the

following comments entered as (after the credit transaction was created):

Customer

called to see if they can use there credit on a online purchase

Above

Comments Added By YG[redacted] (Y[redacted] ) On 11/15/2015 at 18:44

At this time I am unable to see how our

business has failed our customer. As disclosed on the sales invoice there is no

return for refund after merchandise is delivered, we have offered the customer

a courtesy by agreeing to take back merchandise that has no defect in it while

it is being sent back due to a concern stemming from an inaccurate measurement

on the consumer’s part, and there is no record of any additional charge for

$49.00 being made without authorization. We have also provided documentation

illuminating that the customer was fully aware of the credit being entered

hours after it was done.

At this time we stand behind the already

processed resolution for the offer of store credit as the most fair and

adequate offer we have to make as a retailer.

Sincerely,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: my wife was charged the 49 dollars when she tried to return the chairs. They offer no other chairs in the store, that were smaller. I will freely admit that my wife did not have the measurements correct. However the sales person Nicole P[redacted] told her that no problem, buy them now and you can return them if they are not the right size. My wife trusted what the sales person told her, and perhaps should have read what the store gave her after the fact. This store not only does not act in good faith, they change the facts I question any internal investigation. Are the days if doing the right thing, or acting in good faith non existent in Bob K[redacted] store. He puts his hand over his heart in his commercials, perhaps his fingers are crossed when he does this. The bottom line is my wife has no credit, the store has no chairs that we can use, and they are not acting in good faith. We feel cheated, and lied to. This store is a sham....They simply do not tell the truth....Who can pick out something if what you wanted to buy they do not have. Again, we have can prove the additional charges. This is really a shame....

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 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