Bob's Discount Furniture

Review: I considered myself a loyal customer, as a matter of fact my whole apartment was purchased in Bob's Furniture in [redacted]. My mattress is under warrantee with additional goop assurance; the bed springs had collapsed, I followed directions and made an appointment for inspection, I had the inspection and it was confirmed that the springs had indeed collapsed. However there was a mild stain where my head lies. The technician on-site indicated that "he's been doing this for years and it was no big deal" remove the stain (which I did properly and very easily) I should call and have it inspected again for stains and I would get a replacement because the mattress was verified as defective. Note: the stain was minor and came out in seconds. the mattress has absolutely no stains on it. I called as instructed and was told the warrantee was void because of the stain reported by the technician and I could not get a replacement. I'm confused because I followed the technicians instructions and called for them to re-inspect to show that the mattress stain was removed. Spoke with Bob;s furniture rep [redacted] (#[redacted]) and was told that the technician reported the stain and my warrantee was voided. If I was told that from the onset I could deal with it. But that's not what happened. I went through all this trouble according to the their instructions and now I'm stuck with a defective mattress in need of a new one. I asked [redacted] for the name of the technician, because he never left a receipt of any kind, and [redacted] (Big Bob customer care rep) said she had no information on the gentleman or his company and no way of me escalating my complaint? I feel cheated because of how this was handled by the tech (who in my eyes is representing Bob's Furniture) the representative by with holding information and how inflexible they were to not even re-inspect their defective mattress. Shame on them I really was a loyal customer.Desired Settlement: Defective mattress re-inspected or replaced

Business

Response:

Good Afternoon Revdex.com,

This customer’s request for resolution has been honored, our

records reflect that his request was provided on the same date we received this

claim.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased a desk from Bob's Discount Furniture in August 2013. By January 2014, the lid of the desk's misalignment had become so severe, it would no longer close. I attempted to close it and the hinge of the desk broke. I called on February 3, 2014 to file a warranty claim and submitted subsequent photos as instructed. The customer service person on the phone said since it sounded like it was not serviceable, they would just replace the desk for me. After not hearing anything back, I called again on March 15, 2014. I spoke with another customer service representative and her account manager who had to search for my photos. After looking at the photos, they said that this appeared to be accidental damage. I requested that they send someone out to investigate further, as it would be apparent that this was a manufacturer's defect and the breaking of the hinge was an after-effect. They refused and continued to say they would provide no exchange or any reimbursement. The desk was $299, and they went out of their way to ensure they would not have to pay anything. As I live alone, the lid of the desk was not being opened on an extensive basis and the wear and tear of normal use on a desk should not cause the lid to become misaligned in 5 months to the point that it cannot open. This defect should have been resolved by replacing the desk or providing a refund.Desired Settlement: As this is clearly a manufacturer's defect, I would like a replacement of the desk. If a replacement is not available, I would like a refund.

Business

Response:

Good Morning Revdex.com,

I have reached out to this

customer by the email address she has provided in this complaint this morning

(3.26.2014) so I can assist her on a more direct level.

Thank You,

Bobs Discount Furniture

Customer Care Corporate

Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I have $78.45 store credit to buy a [redacted] table lamp (SKU: [redacted]), worth $60. But Bob's discount furniture didn't grant and told me that I have zero store credit. I have placed two ordered but both the transactions were cancelled. Bob [redacted] asked me to go to their store to sort out things, but they still couldn't find the credit. I called Customer Care numerous times and they didn't do anything to sort out the credit.The related order numbers are #[redacted], with a store credit of $28.45 and #[redacted], with a store credit of $50, so in total of $78.45.Bob's discount furniture has promised to replace the two broken drawer railings on the dresser but there were no answer on this empty promise. Bob's discount furniture sent the technician to fix up the bed slats but the technician didn't bring the slats. Instead he said he didn't need to change the slats. Now the seats/feet of the slats fell off and the beds were not usable. Two beds need to change slats.Desired Settlement: 1. Bob's accounting department has to work with [redacted] store to find the store credit and place an order (Here I have provided all the information they need) before mid of July;2. Replacing the two broken drawer railings before mid of July3. Replace the two broken/fell off bed slats before mid of July4. Monetary compensation for all the trouble before mid of July

Business

Response:

Good Afternoon [redacted],

I apologize for the issues you have experienced with your furniture as well as the difficulty accessing your available store credit. I understand that this the second claim you have filed with the Revdex.com.

I've reviewed your account with our Accounting department and found that a clerical issue was preventing the store and customer care from being able to access your credit; I assure that we have corrected the paperwork, internally and the credit of $78.59, is now available for you to use.

As for the slats, our records indicate that we are scheduled to have the technician install new ones when he goes to your home to install the drawer tracks; if you prefer I can have new slats delivered rather than wait for the technician to arrive. The alternative to using wooden slats would be for you to purchase one our conventional metal frames that hook on to the headboard/footboard and uses a metal center support bar, as opposed to wooden slats; that type of frame ranges from $60-$70.00. The dresser tracks have been ordered and will be shipped directly to you, once you receive them please contact our customer care department to schedule an installation appointment.

Your patience and business is appreciated. We apologize for the inconvenience.

Sincerely,

Review: I submitted a claim in Nov/Dec for broken arms of my couch. My claim wasn't processed until Feb, it was approved to be fixed. Also at this time they ordered legs to the couch (which were missing when I purchased the couch). I did get the legs in the mail 4-6 weeks later, but nothing else happened for 3 months. Bob's sent a tech to come look/fix the couch (in May), he said this isn't covered. I called back a week (or 2) later, and told it WAS covered, they would order the parts, it would take 114 days to get the arms. The next day Bob's left a message saying the arms order was cancelled and the claim was not covered. The damage was within the 1 year warranty, and I also purchased the Goof Proof warranty, covering ANYTHING, except a claim....The couch also came with no legs, that

Product_Or_Service: leather couchDesired Settlement: DesiredSettlementID: Refund

At this point I would take either a refund or another couch. I would rather have a refund, and buy a different couch somewhere else. I don't want to ever have to deal with Bob's Furniture again.

Business

Response:

Good Morning Revdex.com,

We have been in contact with [redacted] regarding this

complaint and are working to resolve her concerns. We apologize for any and all

inconveniences that we have caused [redacted] and we kindly ask that [redacted]

continue to contact the Corporate Liaison she has been in touch with ([redacted].) for further assistance in reaching and processing her resolution.

Review: I had filed a complain in the past against Bobs Furniture. I bought a coffee table in April 2013. The coffee table had accidental damage in less than 6 months. After contacting the Revdex.com I was able to get a full store credit. I bought the same coffee table with the store credit in November 2013 (big mistake) now I am having the same problem that I was having with the old coffee table. I called bobs they were not able to honor any exchange because it was not "factory defect." Bobs suggested make a claim with the warranty, "goof proof" (5yrs warranty). I called the goof proof ([redacted] warranty service) and my claim was denied because of the following reasons:1) as per they the damage was supposed to be reported immediately (within 30 days)2) I did not state that it was accidental damage I stated that it was from regular use. Have I known this i'd have lied because water spill no matter what it is accidental. They are pushing costumers to be dishonest.I called bobs furniture again they spoke to the warranty liaison and they were not able to fix the problem. Now I am stuck once again with a coffee table that has damages. I paid $249.00 for it, damages like that should not happen in less than a yr. Moreover, Bobs "goof proof" is ludicrous the sale representative/company is only concerned with making money and selling less than good quality merchandise. Sale representative/company provides misleading information about their warranty. It was never informed that the warranty is from another company. It was never explained to me the guidelines of the "supposed warranty" they only stated that it was going to cover any damages for 5 yrs that they will be able to fix damages and in the event it was not fixable they will replace the merchandise. I feel very frustrated and defrauded.Desired Settlement: This time around I want one money back. I do not want to deal with Bob anymore. They failed not once but twice. Chances are they are going to fail me again. Besides they are not trustworthy!

Business

Response:

Good

Morning Revdex.com,

We

are genuinely very sorry for the feelings of aggravation our customer is

experiencing and the alleged sales experience she states she had at our store. I

thank her for providing us with this information so we can improve our selling

practices overall. While I do acknowledge our customer’s frustrations I cannot

agree with her account that Bobs has failed her twice.

Initially

our customer did not purchase a protection plan against accidental occurrences

of damage and when we went out to inspect her merchandise (on 8.23.2013) the veneer

of the product showed bubbling present over the grooves of the wood on the

table top. The table showed signs of use that made it evident that the protection

and care for the product itself was not being considered. Because Bobs Discount

Furniture cares for our customers like no other retailer we granted her a full

store credit on an item that wasn’t defective and had customer cause damages

present to it.

A

couple months later the customer went into our showroom and selected the same

table with her credit, this time buying our protection plan for accidental occurrences.

We expect our sales professionals to provide a general overview of the

protection plan during the initial sales process so our customer is not overwhelmed.

Plan documents are forwarded to our customer’s email address shortly after

delivery identifying and disclosing all terms and conditions. As with any other

protection plan that is sold on automobiles, electronics, and even home

appliances, there is an expectation that the owner of the furniture will

maintain an amount of good care while using the product. In researching the

claim [redacted] made to [redacted] she cited multiple rings present on the table from

what she would consider normal use. Regretfully in the furniture protection

industry it is not considered normal to continue to treat your product in a

manner that constantly results in the same damage (I.E –rings on table from

drinks being placed down).

I’d

be happy to offer our customer a refund on the Goof Proof Plus Protection Plan

she purchased as she discloses that she was given a poor representation of what

its accidental portion covers. The plan is extremely valuable and I would

advise our customer against this as there is a portion of this plan that is

managed directly through Bobs and accepting a refund would cancel the plan in

its entirety. In regards to the damages on the table itself, Bobs Discount

Furniture is unable to take responsibility for damages that occur from the

customer to the product directly. Bobs Discount Furniture expresses in all

sales documents/informational store flyers a warranty against factory defects.

We entrust the [redacted] Protection company to accept claims for customer caused

damages as a secondary portion of our Goof Proof Plus Protection Plan.

Bobs Discount

Furniture

Customer Care

Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

Consumer

Response:

I am rejecting because they are offering me something totally different. They want to give me a "warranty" refund, which I never asked for, besides their response state that they care about their customers and that is why they gave me a full refund on the 1st coffee table. Allow me to remind them that the ONLY reason I got a full refund was because I had to contact Revdex.com. So yes they failed me twice. Let me thank you for your concern and quick response in this matter

Have a blessed day!

Business

Response:

Good Afternoon Revdex.com,

I apologize

to [redacted] that she did not find my first response helpful. As explained we are

unable to offer [redacted] a monetary refund on her table or resolution for the

customer caused damage concerns given the evidence present when the situation

is reviewed in its entirety. I felt offering an alternate option as a courtesy

would be kind as [redacted] alleges her sales experience (when the protection plan

was explained) was not up to the par we expect.

Our original

offer for resolution still stands.

Thank You,

Bobs

Discount Furniture

Corporate

Customer Care Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the company is not even trying to mediate the situation with their "warranty provider" and send a technician to take a look at the table. Really disappointed in the service

Sincerely,

Review: I purchased a bunk bed with two mattresses and a king size bed with matching dresser and mattress from Bobs.The bunk bed was delivered on 8/28/14, the planks were unshaven and one was broken. The king bed and dresser was delivered on 9/6/14, the mirror to the dresser is defective it doesn't fit the dresser. As soon as I laid on the King bed it collapsed with me, The planks are poor quality and flimsy. I had to sleep on the floor on 9/6, 9/7 & I will have to again sleep on the floor on 9/8 with back pain from the collapsed bed. I tried contacting Bobs but they were closed, I was finally able to speak with them on 9/8/14, when they informed me the technicians don't work on Mondays. I spent over $3000 at this establishment and to receive merchandise of poor quality is totally ridiculous. I even called the store I purchased the merchandise from on 9/6 & asked for them to have a manager contact me and no one ever did. The customer service is poor along with the quality of the merchandise. I am very dissatisfied. Please help me!Desired Settlement: I would like better quality merchandise and I would like a discount on my purchase.

Business

Response:

Good Afternoon Revdex.com,

We are very sorry for [redacted]’s disappointment in the

product and the service she has received from us. In researching our customers

account today I do see that [redacted]’s concern was resolved by one of our

Customer Care Supervisors yesterday (9.08.2014).

We currently have a pickup scheduled on 9.10.2014 to remove

the merchandise from [redacted]’s residence and provide her with a monetary

refund following our processes for the merchandise returning to our

distribution center. While this resolution is beyond our normal procedures we

do understand our customer’s disappointment and the level to which we have

failed in this case.

Sincerely,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This situation has yet to be resolved. I was told I can possibly go to a hardware store and purchase wood to hold the bed up and the company may pay for it. I was also told I can go into a physical location and pick out another bed that may be better quality.

Sincerely,

Review: On 07/04/2014 I ordered an article of furniture, item # [redacted], order # [redacted]. I picked this item up at the [redacted] store on 07/12/2014. Upon assembly at my home I came upon a piece of the item that had been damaged in shipping. I notified Bob's Discount Furniture customer support via telephone. They indicated that they would ship me a replacement part within 4 to 6 weeks. After 6 weeks had passed, no item had arrived. I called the customer support line once again and was told the item would now arrive in the beginning of September. As of this time the item has still no arrived. I spoke with, and emailed the customer support department on 09/17/2014. I was not provided any information as to when, how, or if the item had shipped. As of this time and date. I still have no information as to the outcome of this issue.Desired Settlement: I would like a definitive ship date with a tracking number. Otherwise I would like a refund of the entire order.

Business

Response:

Good Afternoon [redacted],

I apologize that you have been waiting so long to get this part

for your speaker cover on this fireplace. I assure you that we have been doing

everything in our power to get this part for you from the vendor who makes this

fireplace. I am also very sorry for the confusion that we caused on the

shipping time of the part and I thank you for your extreme patience with us. As

of today (9.18.2014) I have spoken with one of our Store Managers who assured

me that we have made this failure right by you. Our records indicate that we

are sending an entire new fireplace out from our distribution center so that

you can get the speaker cover part you have been waiting on. We apologize again

for any frustration that this product has caused you and we truly appreciate

your business.

Kind Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: The furniture was damaged due to the wood lifting in the sofa and animal scratches.Desired Settlement: I am requesting that Bob's furniture send out another technician to assess the damages and either repair or replace the sofa set.

Business

Response:

Good Afternoon Revdex.com,

Please see the attached pictures (3 pages)

that we have included for your review on this claim.

These pictures were taken by our technician

who visited the home on 10.04.2014 and explicitly show the abuse that this

merchandise has suffered from animal claws.

The merchandise is also very far outside of

the direct Bobs Discount Furniture Warranty period we expressed on the sales

invoice at the time of purchase. The customer did buy the [redacted] but as the damage to this merchandise is so excessive we are not comfortable

referring the customer to this option as the claim will be denied for coverage

due to the extent that the animal was allowed to destroy this product to.

Even though the merchandise is over two

years old and we have never received a claim of concern until now, we did send

out a technician at our own cost to try and rectify the concern our customer

reported. Our technician deemed that there was no defect to the frame of the

item and in locating the damages done by the pet we are regretfully unable to

become involved further for liability concerns.

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 use the item has received in its environment.

I truly wish I could offer this customer

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

is in the shape it is in and our factory trained professional has reported

there are no manufacturing concerns albeit the merchandise is outside of its

warranty through Bobs Discount Furniture.

We apologize to our customer that we are

unable to take responsibility for damages that are caused completely outside of

our control.

Kind

Regards,

Bobs

Discount Furniture

Review: I bought a kitchen table from Bob's Discount furniture. The salesman really pushed the [redacted]. I decided to get it because the salesman mislead me. Of course, you don't get the paperwork until after you purchase it. I was told I will be covered for any defects for the first year. I was told [redacted] will cover any accidental issues for five years.The [redacted] customer service representatives ask you questions in such a way as to wreck any chance you have of your claim being accepted. They denied to fix any damage. They said there was no one to speak with because everyone in the company was in a meeting. I was referred back to Bobs Customer Service. They told me they couldn't fix my table because I filed a claim that was denied. The accidental damage done to my table was suppose to be all covered. Bobs service rep basically apologized for not being able to do anything for me. In the end, I paid 600.00 extra for absolutely NOTHING. I will never shop at BOBS again.

Product_Or_Service: [redacted] pub black 7 piece package with [redacted] Order_Number: [redacted] Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

I want my table replaced or fixed.

Business

Response:

Good Morning Revdex.com,

We apologize to this customer for any inconvenience they

have experienced while working directly with the [redacted] company for their

accidental damage claim.

Our records reflect that as of 10.28.2014 we scheduled one

of our service technicians to this customer’s residence to perform a repair to

the best of his abilities on the damaged table. This is normally not something

we would offer to directly service as these damages are not the result of a

factory defect and we stand behind this option as the best recourse we have to

offer our customer for this concern.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Bobs is only (re) sending a technician out that said, "I can fix that water mark." The tech called back the store and put me on the phone with a man that said, I advised my technician NOT to fix the table and advise you to call [redacted]. I did that and because the people in charge of [redacted] look for any and all reasons to discredit the customer and deny the claim I then called back Bobs. I argued with a gentleman about a whole "other" issue not previously complained about to [redacted]. My table is peeling in the wood grains. This is by no fault of mine. I ONLY use the cleaner they provided. The same reason I needed to purchase a new table from bobs in March of 2014. My previous tables finish had completely worn off but I foolishly didn't report it in 2011. I was instructed by the salesman that NO MATTER WHAT happened to the finish in the first year that BOBs would replace it. Not only was my salesperson misleading but so was the [redacted] statement misleading. The woman from [redacted] expressed her apology for the company not pointing out the the hidden details that a claim can and will be denied. Yes they are sending a tech on Saturday to "touch up" the water mark but as for the one year warranty they are not abiding by their own policy as far as the peeling/chipped wood grains. This is infact, a defect. The finish of a table should not be coming off after a period of 7 months. I wish I had done my homework because the list of complaints about bobs services and [redacted] gimmick is plastered all over the Internet and in consumer reports. This is happening to many, many consumers and its a disgraceful business practice!

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

Our records

reflect that our technician’s work was accepted by [redacted] on 11.01.2014 and our

records further reflect that our technician did not verify the cause of the

concern to be that of a factory defect on the table. We do apologize for the

customer’s alleged experience between us and the [redacted] company and we do

feel the protection plan we sell is extremely valuable given the price point it

carries.

As a

business we did take a path of resolving this concern when the customer was denied

by the third party company.

As the Revdex.com is aware, the size of our business is

massive and we would not be continuing to grow so rapidly into new territories

if we operated without honesty and transparency. Word of mouth travels

extremely fast especially in an age of technology and It is a terrible fact I

learned many years ago in my business that a happy customer will typically tell

10 of their family/friends while an unhappy customer will tell 20 of their family/friends.

Add social media into the mix of that and you can place a zero on the end of

both those figures. I do not deny that we, like any business, have unhappy

customers who have experienced failures or headaches while seeking to resolve

their claims. The internet is a place where information even from many years

prior remains currently viewed and judged upon. Many customers whose claims

have been resolved or denial results overturned don’t feel the need to take

action on reposting/posting positive feedback.

In regards to our [redacted] Plans we have a very

high ratio of approved claims through this plan and the company we partner

with. Sadly it is not common that a customer can access a data base made by

other customers of great reviews on their successful claims experiences. I do

apologize that this customer believes to have experienced any confusion during

their time of sale, we do not deceive our customers, support products and plans

we do not find valuable, and we do not force our customer into buying any

product. To categorize our protection plan as poor quality or state that all of

our customers are complaining just doesn't give the nearly 3,000

customers that are receiving a great experience today and in the future, as

well as my nearly 4,000 team members who strive every day to make the

experience a pleasant one, ample credit.

We are genuinely very sorry when our

customers experience failures that result in any amount of unintended

inconvenience and we stand by the quality of our merchandise and the integrity

of our entire organization. Please don’t ignore the fact that the internet

contains a small percentage of complaints which stay on forever. We take great

pride in the reality that on a daily basis we maintain a vastly larger pool of

customers who are completely satisfied with their merchandise and their

experiences with us overall. Our customers, our ability to recognize our

failures and take ownership to make them right have allowed us to become the 15th

largest furniture chain in the U.S.

Review: I purchased a new mattress set for 2598.00 with the understanding that it could be returned if dissatisfied. The frame and mattress set were sold as a unit since the bed is adjustable. In essence, it is two twin beds with a motorized frame. When we received the bed, it turned out to be extremely uncomfortable. I called to request a return and was told that I had to wait 30 days. After the 30 days, I attempted to return the bed and was told that I could not return the adjustable frame, only the mattress. The contract states that if you are not satisfied, they will refund the full purchase price minus the delivery fee. There is nothing stating that the frame is non-refundable, which is what the Customer Service supervisor [redacted] (ID[redacted]) claims.Desired Settlement: I'd like to return my purchase for a full refund of item [redacted] plus tax

Business

Response:

Good Morning Revdex.com,

We apologize that this customer is so unsatisfied with our

return and cancelation policy. We try very hard each day to honor our customer’s

requests to the best of our ability while still seeking to balance the needs of

our business. The second page of the

sales invoice, which is routinely signed by the consumer prior to leaving our

retail location, has clear and concise information regarding our refund and

cancelation policies.

The first line listed under ‘Refunds and Cancelations Policy’

indicates why we are unable to take back the power bed bases. Furthermore, in this customer’s scenario we

have fully honored the ‘Mattress Satisfaction Policy’ we expressed (whether it is

by written and/or verbal confirmation) at the time of sale. Please note that as

the power bases act as the mattress’s foundation it can also be concluded by

most third party views that we list these as not eligible for return within the

‘Mattress Satisfaction Policy’ (I have highlighted and underlined this point

for your review).

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.

MATTRESS

SATISFACTION POLICY

Our goal is

to do our best to ensure that you are happy with your mattress purchase. In the

unlikely event that your mattress has a factory defect, we will replace it

during the stated manufacturer's warranty period. If you are unhappy with the

comfort of your mattress after having

slept on it for thirty (30) days, please call our Customer Care Center at

###-###-#### within sixty (60) days of your delivery and one of our

representatives will arrange for you to make a onetime re-selection on your

mattress only. Foundations within the

same manufacturer are not included

in our Comfort Assurance Policy. We will charge or credit you for any

price difference between the original and the re-selected mattresses. Credits

will be issued based on the original method of payment via the guidelines

stated above. We will charge you our prevailing re-delivery fee to cover the

costs of delivery for the re-selected mattress and pick-up of the original

mattress. If you do not re-select another mattress, we will refund the full

purchase price less our prevailing delivery fee.

Speaking strictly on logic now, our records reflect that this

customer is seeking to return the mattresses because they are uncomfortable.

The power bed bases or foundations would have no bearing on the comfort or feel

of the mattress. Wouldn’t the consumer benefit more by reselecting to a

mattress that they felt was more comfortable? Bobs Discount Furniture offers

the best mattress satisfaction policy industry wide.

As a business we have not failed this customer, we delivered the merchandise

that this customer selected in the condition we promised. Our policies are

clearly notated on the documentations the customer was provided and we respect

the authority of these policies and procedures in honor of keeping all

resolutions fair and adequate for all consumers alike.

We do appreciate the mediation assistance of the Revdex.com and apologize

to the customer again that we have no further recourse to offer relating to

this concern.

Kindest Regards,

Bobs Discount Furniture

Consumer

Response:

Review:[redacted]

I am rejecting this response because:1. My first call to request a refund was within the first 30 days of purchase. I was told that I had to wait 30 days since it was a mattress purchase. As such, I called again when the 30 days had passed. 2. I have read through the three pages of the purchase agreement. Nothing in it defines the boxspring/frame portion of the mattress set as a "foundation". I purchased article[redacted], labeled "[redacted]) MATS". It lists two subcomponents, neither of which is called a foundation. However, they are priced and advertised as a unit under one item number. Since my mattress purchase includes both the mattress and bed, I expect both to be covered by the return/mattress satisfaction policy.3. Your policy states that if I do not re-select another mattress , I will be refunded the full purchase price less the delivery fee. Additionally, your sales staff explained that I could return everything except the mattress covers and the delivery fee when I made my purchase.You pointed out two line items which supposedly clearly explain things, but the problem is that your document is not clear on the return policy for mattress sets. If you want to ensure clarity, then you need to define what is meant by the term foundation. You also need to state that it cannot be returned for refund if a customer chooses not to re-select. Neither of these is stated in your document, giving the impression that the entire mattress purchase is refundable. Adding to the confusion is that your sales staff advertises the exact opposite of what you say the policy is. In fact, they were more than confident that I could return the set if I was not happy. Therefore, I suggest that you educate your staff so that they can help customers make an informed decision.My experience so far smacks of shady business practices and a lack of good customer service. I hope I am reading the situation wrong and that Bob's will do the right thing and refund me the cost of the entire mattress set as promised when I purchased it.

Sincerely,[redacted]

Business

Response:

Good Morning Revdex.com,

We are truly very sorry that we are unable to honor the

request to take back the power bed bases for a monetary refund.

Again, addressing this from a logical standpoint the

customer has stated to our business that the current mattress is not

comfortable, reselecting to a different mattress would solve this comfort

concern completely and that is not something the consumer is even willing to

consider via this mediation channel.

The customer has no reported defect with the [redacted] bob bed

bases and these bases (a.k.a. as foundations) can be used with any non

innerspring mattress from any retailer. While we will absolutely address the

coaching concern the customer has alleged occurred during her time of sale, we

cannot offer resolutions based off of the consumers perception of what occurred

as we were not part of that transaction. We will investigate further however

having been a sales professional myself for many years I understand that the

time of sale is a very exciting time for the customer and multiple pieces of

important information that is clearly presented can be lost within this excitement.

We still believe the expressed agreements presented to be

clear and concise as an electrical component that moves a mattress up and down

is not and could never be the mattress itself. Please also note that while the

customer purchased a “package article” each component of the “package article”

has its own identifying inventory article number making these separate from one

another. I have included a ‘Print Screen’ of the invoice associated with this

transaction and highlighted these facts for your review.

As a business we are more than willing to address the comfort

concern with the mattresses the customer has reported, as there are no

mechanical issues that have been deemed a defect by a factory trained

technician and the[redacted] bob bed bases have no bearing on the comfort of the

mattresses we will not be offering a return for refund on this merchandise.

Sincerely,

Bobs

Discount Furniture

Consumer

Response:

Review:[redacted]

I am rejecting this response because:

Review: I ordered and recieved furniture from Bobs discount furniture the recliner I have malfuctioned and is in the open poistion. This chair is for my mentally handicapped sister. The store sent serivce man on 1/17/2015 we recieieved the part on 2/4/2015. we called to inform them that the part arrived. At the same time furiture we ordered and recieved on 12/23/2014 also is not working correctly. we submitted a service call for this to be reparied the same time as my sisters recliner. Service man arrived here today 2/14/2105. with only a work order for my recliner not my sisters. It has now been over 6 weeks for my furniture and more than 3 weeks with my sisters. I asked the technician to get his company on the phone he refused and left. I am presently waiting on hold for over 40 minutes to talk to someone in to answer my complaint at bobs furniture.Desired Settlement: Since this furniture has "GOOF PROOF PLUS" coverage I want this furniture replaced

Business

Response:

Good Morning Revdex.com,

I personally spoke with [redacted] on 2.17.2015 regarding this

complaint.

I have

made [redacted] aware of our apologies for the inconveniences our failures

have caused him and we were able to reach an agreeable resolution of providing

him with factory fresh models of his merchandise on 2.24.2015.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate

Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I was promised a replacement for my sister recliner. The merchandise was delivered today 2/24/2015. The chair was the wrong style and color. I spent 45 minutes on the phone with a customer service representative by the name of [redacted]. She informed me that the chair in question is a dropped item which means they no longer carry it She has set up a service call for the chair to be repaired. If the chair is not repairable we they will at that time allow us to go to their local store and pick one out to replace it. I explained to them more than once that this chair is for a mentally disabled person. But as you can see from the way they are treating this it has no bearing on how they operate their customer service department.

Sincerely,

Business

Response:

Good Morning Revdex.com,

I have continued daily to work with this customer ([redacted]) directly via telephone regarding this concern.

We are working at full capacity to resolve this concern for

our customer and his family.

As of 2.25.2015 we shipped parts via [redacted] to [redacted]

residence and are waiting on this package to arrive so that we can get this

chair back to full working order. We absolutely understand the necessity of

having this working power chair and the inconvenience the non working unit has

been causing to its owner.

As soon as the parts arrive to [redacted] I have advised

him to contact me directly and we will schedule a technician out as soon as

possible (same day or available next day) to get this installation completed.

We are genuinely very sorry for the product failures that

are still causing our customer so much frustration.

Sincerely,

Bobs Discount

Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Parts were to be shipped on Wednesday2/25/2015 via [redacted] and/or [redacted]. Was informed this morning that the packaged was lost in transit. A new motor is scheduled to be sent out today 2/27/2015 and due to arrive on 2/28/2015. This whole matter has been very frustrating to say the least. Although I must say that the service representative has been very professional. This matter seams to be never ending. We are still waiting for this matter to be resolved. Hoping that the motor being shipped is correct and that it will solve the problem.

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

As indicated previously

we are currently still handling this concern directly. While your mediation

channel is greatly appreciated I have personally continued to follow up with

[redacted] with the most updated information we have.

The package we

originally sent thru [redacted] was lost in transit beyond our control, to correct

this concern [redacted] will be picking up another shipment of two motors from our

[redacted] today (2.27.2015) and the customer has been provided

with a direct phone number to contact me on once this shipment is received.

In the unexpected

event that the replacement motor does not solve this chair’s concern we have

multiple other options for resolution available to this customer to resolve

this concern. We have been, are, and will continue to address this concern with

the care and attention it deserves.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased a new bedroom set 1/1/I picked up the set a week later when it arrived at the storeOnce unpacking everything I found one night stand had a broken drawer on the inside, the other was dented and the dresser was dentedI pulled the draws from the dented night stand to put in the one with the broken drawerAnother week later I exchanged the night stand and dresser for another setAfter unpacking this set the night stand was fine but the dresser was dented yet againAfter waiting another weeks they sent out another dresser to the store, this time I checked it while still there and found it was dentedI spoke to the store manager [redacted] and explained this to her and the fact that it's miles round trip to the store and backShe agreed to have the next one inspected and delivered to me on a Saturday since that was the only time I'm availableShe also was going to have a service tech come out on the same day and fix the chest that the vanier is messed upI received a call yesterday that someone was at my house trying to deliver the dresserWhen I contacted the store and asked for [redacted] to see why it was not delivered on a Saturday, conveniently she no longer works thereThey had me on hold for 5-min before asking if a manager could call me backThis being almost hours later I still have not received a callAnd what happened to scheduling a service tech to repair the factory defect in the chestIt has been over months now since I order the bedroom and still have not used itAnd is it going to be this hard to get someone to repair the furniture with my year warranty? I think this has been a complete waste of my time and money driving back and forth to there store.Desired Settlement: After all the hassle I've been thought I no longer want to do business with this store and would like to return all the furniture including the matching TV Stand bought in the discount area for a full refund of the purchase price
Business
Response:
Good Morning Revdex.com,
I don't
blame our customer 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 our
customer and while I know this is [redacted] Bobs experience I assure our
customer that we would not be continuing to grow if all our customers were met
with so much disappointment during such an important purchase
Bob's prides itself on providing quality service and the best
value product for the priceOur primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from usWe most certainly take full responsibility for the damaged
product that has caused our customer so much frustration as well as our
inability to properly schedule out a new delivery and service technician
Again our first priority is to make the concerns we have caused
right so if the customer would like we can move forward with offering a
delivery of the dresser and the service appointment for this coming Saturday
Due to time restrictions we would not be able to honor a special
inspection on the dresser because the merchandise will be added on to this
already full date in whatever time slot we can make availableIf the customer
would prefer a special inspection be completed prior to the dresser leaving our
distribution center we can make arrangements to request that he be added onto
the following Saturday (3.21.2015) instead
Regretfully we are unable to offer a refund on already delivered
or picked up merchandise (this is clearly stated on the second page of our
receipt that is commonly signed by each customer prior to leaving the store at
time of purchase)We would be willing to offer a refund percentage on the minor cosmetic
damage the chest has (our records indicate inch to an inch and ½ of finish
concern) at a value of 15% based on the price originally paid for the chest
If the customer doesn't have the dresser in their possession then
that one item would be eligible for a refund under the terms of our expressed
policies
At this time we remain very sorry for the failures and
inconvenience our customer has experienced and wish to help our customer move
forwardAs of today (3.09.2015) we are able to offer the reschedule of the
dresser delivery and chest service for a Saturday that works best for our
customer or provide a 15% percentage refund on the chest in home and a
full refund on the dresser that our records indicate is not in the home
Consumer
Response:
Review: [redacted]
I am rejecting this response because:
I do not accept this letter as a way to better the situationIf you are not willing to accept the return of the merchandise then I do expect the new dresser to be inspected prior to delivery on Saturday the 21stAs for the chest I would still like for someone to come out and repair it if possibleIf it is not possible to properly repair it then I will be need a partial refund for damaged merchandise.I do believe that I need to be compensated for having to wait two and a half months to receive all my merchandise and for my time and fuel running back to the store multiple times to make this problem go awayThis agreement still needs to be reached before this case can be closedIf someone does not pay you for 1/months you would charge interest on you would you not? I look forward to hearing back from you and getting this resolved
Sincerely,
Business
Response:
Good Afternoon Revdex.com, While it looks like the customer sent their rejection thru this channel on 3.13.2015, the response was just received to our offices on As of all deliveries were booked and routed for and there would again have been no time to properly inspect this dresser, as the customer has made clear they'd like to have happenWhile Bobs truly appreciates the mediation channel you provide to customers and businesses alike we strongly suggest that this customer contact us directly so that we can get the most efficient delivery and service dates scheduled for this specific consumerI can be available via email to this customer at [redacted] should they wish to communicate with me directly so there is no chance of unexpected delay againOur original offers in solving this customer's merchandise concerns remain active, the upcoming Saturday deliveries that would qualify for inspection on the dresser are April 4th, or April 11th, Kindest Regards, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison Thank You, [redacted] Customer Care Corporate Liaison [redacted] (Direct) 6[redacted] (Fax)

Review: I called Bob’s Guardian “Goof Proof” service on Friday May 8th to report an accident that occurred a few days earlier. As required by the Goof Proof warranty I reported the incident before 30 days, claim number [redacted]. My eight year old daughter spilled nail polish remover on the bonded leather couch. The spill was primarily on two of the five sectional pieces (six pieces including the ottoman), however, my daughter told us that the cover was not on tight and she might have spilled it on other pieces. We used the cleaner provided when we purchased the furniture and cleaned it immediately. Some areas began to peel. I reported this to Guardian and they said that the incident was excessive and not covered by the warranty. The warranty language on the “goof proof” contract clearly states that a single incident for a spill of nail polish remover is covered. What isn’t covered is repeated spills and wear and tear. The representatives were very rude and intimidating and told me that we could have avoided the accident so it’s not covered. I asked where “avoidable accidents” specifically is stated in the warranty language and they could not demonstrated or support this and they would only state that as parents we could have avoided the accident. I never raised my voice but the representatives raised their voices. There was a clear intimidation tactic that was similar with each representative I spoke to, including the escalation supervisor. I was told over and over that I could have stopped the accident from happening. So much for having a goof proof warranty.

I then called Bobs customer service and I got the same type of response. However, the Bobs representative implied that the peeling was unrelated to the spill and was a warranty issue. The goof proof warranty extends the manufacturer warranty from 1 year to 5 years but the Bob’s representative said the reported nail polish spill voids the warranty. It was an endless circular conversation and again the representative was intimidating. I taped the conversations and its apparent that this is not only poor customer service but these representatives are perpetuating a scam. They seemed to be committed to discourage me from pursuing my issue. I would guess they receive commissions for not approving claims and repair work. In any event, its obvious Bobs Furniture and Guardian only want you to pay for the warranty and not attempt to use it.

The furniture is otherwise in very good shape. The furniture was in our spare room and rarely used. I have documented pictures shortly before and after the spill.

The first representative I spoke to at Guardian at about 3:30 pm on May 08th hung up on me. The second representative I spoke to at Guardian was [redacted] and the escalation supervisor I spoke to was [redacted] employee number [redacted]. The representative I spoke to at Bobs was [redacted], employee number [redacted]. My Guardian Claim number is [redacted].Desired Settlement: Honor the agreement and address the issue and either repair the damage or refund the cost of the couch as promised at the time of purchase and as indicated in the warranty.

Business

Response:

Good Afternoon Revdex.com,I called and spoke with Mr. [redacted] on May 21, 2015 and asked that he email me photos of the sofa so that I may view to determine what recourse, if any we had available. Mr. [redacted] agreed to send the photos however, I have to receive them.If and when Mr. [redacted] submits the photos I will gladly review them with our service manager and follow-up.Thanks[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I sent the photos to Ms. [redacted]. I am awaiting further response to my complaint.

Sincerely,

Business

Response:

Thank you for providing the photos of your sectional. I was hoping to see signs of either nail polish or drippings of the nail polish remover, unfortunately, I did not see either. The cracking and peeling is very apparent and common amongst bonded leather products. Most of the furniture we sell has a one year manufacturer warranty however; we have extended the warranty from one year to three years on bonded leather merchandise. Based on the information you provided, the damage happened on or around May 8, 2015, nearly 5 years after delivery; therefore there is no warranty in place that would allow the replacement of the furniture. Your goof proof claim was denied as the accident you reported was not reflective of the damage.I understand your request for a replacement however, I am unable to oblige based on the reasons listed above. As a courtesy I can offer two alternate options;1) Issue a $200 gift card to be used toward the purchase of a new living room set2) Refund 20% of the original purchase of the sectional- $239.80It is my hope that you understand our position and find one of the above options acceptable.Thank you,[redacted]

Business

Response:

Mr. Madden,I understand this may not be the response and/or recourse you were hoping for. If your dispute is that goof proof should cover the damage that is directly related to the nail polish, then I would suggest that you file an appeal with Guardian regarding the denial. Bob’s and Guardian are two different companies. Cracking and peeling is NOT a defect; based on the material composition and construction of bonded leather (Scraps and fibers left over during the production of natural leather items that have been blended with plastics and attached to a hard-fiber backing is known as "bonded leather), cracking and peeling an occur, especially in furniture that is several years old. Because the cracking and peeling is only in the area where the nail polish/remover was applied- this further supports the fact that the damage is unrelated to a defect. Do you have any recent pictures of the furniture before the accident? The recourse I offered was a gesture reflective of our goal of standing behind the products and services we offer. Since you remain dissatisfied, I would like to present one final offer, which allows you to keep the sofa set and we will issue a gift card ($500.00) equivalent to half the value of the original purchase price.I hope you have a better understanding of our position. Thanks[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I purchased a leather sofa and love seat on 2/11/2013 along with their GOOF PROOF PROTECTION plan for$1584.82

The so called leather is pealing and cracking and appears to be a synthetic not real leather. When contacted Bob's said their protection plan did not cover the pealing. THis is blatent false advertisitng and I want to be reimbursed for the full amount as a result.Desired Settlement: Reimbursement for full amount as the furniture is sold under false representation

Business

Response:

Good Morning [redacted],

I am very sorry for the disappointment you are experiencing with

your bonded leather set. I assure you that Bobs Discount Furniture cares very

much to satisfy all our customers and we stand behind the quality of our

products.

Your account indicates that you have not spoken with Bobs Discount

Furniture directly to seek resolution for your concern and I further apologize

for any frustration you experienced while seeking protection for this concern

under the accidental protection plan you purchased. The material makeup of all

of our living room furniture is displayed (every day) on the placard we keep in

front of every set. We disclose the Guardian portion of your protection plan

being available to accommodate coverage on most in home accidents on our customer’s

sales invoice and by way of the trifold we hand to each and every customer at

this time of purchase. We also take initiative to ensure our customers who

purchase from the web have this information available for their review as well.

Bobs Discount Furniture does not false advertise and we have always worked diligently

to ensure transparency for all the products we sell. I have included the sales

line up sheet that was displayed in front of your product for verification of

this.

I’m does trouble us that you feel you haven’t received the

appropriate response to your concern and we would certainly like to help you

move forward. As a consumer myself I do feel it important to provide an

overview of bonded leather so that in the future you understand its value

provided its price point in comparison to top grain 100% leather (we do also

offer 100% leather merchandise at a higher price point as we believe in

offering continued quality, choice, and value).

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 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 can occur based on the nature of this material’s

manufacturing process. We truly appreciate you as our customer and want

to help you move forward in any way we can.

As this set has been in your possession since 2013 we request that

you send thru photos of your concern for our Service Department’s review.

You can send these pictures via the Revdex.com channel you have opened or

you are welcome to reach out to me directly with these pictures by email at [redacted] Please send thru a minimum of three photos that display your merchandise in its

current condition. One photo of the concern at a distance, one photo of the

concern(s) at close range and once photo that depicts both pieces you have

(sofa and loveseat) in their entirety.

Review: While delivering furniture to my home, the driver knocked down my mail box and the post that it is mounted to.

They told me send an estimate and it would be taken care of. I sent pictures and an estimate and now they won't even respond to my emails.Desired Settlement: I want them to pay for the damages to my mailbox. I was not even asking for the price of labor to install a new one.

I simply asked for the parts money. The cost of the post, the concrete and the box.

Business

Response:

Good Morning Revdex.com,

We apologize that our customer’s

property was damaged at all during the delivery process.

Following our normal successful

procedures for claims of this nature, we sent the customer’s claim directly to

the trucking company accused of the damages for response/resolution.

I have reached out to this third

party provider today and received the following response in reference to status

of this claim:

“Per: [redacted]”:

“The claim is in the process of

closing out. The customer should be getting a check in the mail for the

damages. He has not submitted any estimate or photos although we had asked. He

has only advised he will take $100 to settle, which we agreed to”.

At this time we stand behind the

information our partner has indicated and believe the claim is being addressed

with out customer as it should be.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

This response is not accurate. We submitted photos and estimate TWICE. 2 different people from Bob's "home damage claim dept" contacted us. We sent them twice. We most certainly didn't just say to them "pay me $100". We were hoping that Bob's would have admitted they were wrong and just do the right thing and take care of our damage but no, they have to try to put the blame on someone else. It was there employees who contacted us for pics and estimate. It was not a trucking company as they claim. All we want is a peaceful settlement to this matter. We want Bob's to accept responsibility. We can't believe they are willing to damage their reputation for something so small. Bob's should have just paid the claim and then pursued the matter with this trucking company on their own. Also, we find it hard to believe that they do not own the trucks.

Sincerely,

Business

Response:

Hi [redacted],

I apologize that you remain so dissatisfied after receiving our

response. We most certainly took responsibility for this concern by filing the

claim for you. I further apologize that you allege the information I received

directly from our provider is inaccurate and caused you any offense.

As your claim is being handled adequately by the trucking

company whose direct employee caused the damages, we would not insert ourselves

into a situation where it is not necessary for resolution to be accomplished.

If you’d like to provide me with the contact information for

the member of Bobs Discount Furniture’s staff that you claim to have worked

with on this property claim I will be happy to perform research and provide a

follow up statement to address the information you have posted regarding our

involvement past the initial filing process.

The truck that delivered to your residence was a truck that

is employed, insured via, and owed by a delivery company we subcontracted to

make your delivery. As we operate in 10 different states subcontracting

delivery companies offers our entire customer base the benefit of delivery in a

timely manner. In nearly 4,000 deliveries that are completed each day the

damage claims we receive for property concerns are minimal. The truth remains

that allowing the trucking company the opportunity to handle any claim directly

educates them on the poor performance of their employee, provides an

opportunity for coaching/ growth and we find that the claim is almost always

handled in a timely and responsible manner directly with the claimant.

As indicated in our initial response, you should be

expecting your check soon and if you feel further information is necessary we

encourage you to reach out to the contact we have provided for you.

Sincerely,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: To whom it may concern: The first person I spoke to and emailed estimate to was "Darren" He identified himself as an employee of Bob's. I emailed him on 8/3. One week later on 8/10, a woman named "Mireya"(also stating to be an employee of Bob's) called and asked us once again to send the estimate to her at [redacted]. We even requested that she verify receipt which she did. We once again emailed the pics and estimate. Both times we were told they worked for Bob's. At this point we don't know who to believe. Now Bobs seems to be just pushing the blame off on some trucking company. Why don't they just settle the claim themselves and take responsibility for the drivers(or independents) that they trusted to make the delivery?

Sincerely,

Review: We purchased a bedroom set from Bob's furniture and the mattress was infested with bedbugs. I called Bob's furniture several times to inform them of the problem and to get a replacement or some type of help, but they refured stating that the bedbugs did not come in the mattress and also that we didn't report the problem as soon as we purchased the furniture. I am certain that the mattress came with bedbugs because our entire bedroom set was from Bob's. We also bought a mattress protector and bedbugs came out of the mattress by making a hole on the side of the protector, also purchased at Bob's. They never did anything about and we had to pay an exterminator to get rid of the bedbugs. I have proof i.e. a video, which shows everything I'm describing above.Desired Settlement: I would like Bob's to reimbursement for the amount of $450.00, which is the amount we paid the exterminator. I have a receipt from the exterminator. I would also like a refund for the mattress protector.

Business

Response:

Good Morning [redacted],I am very sorry to hear you

have located pests in your product.

Bob’s takes all precautionary

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

products infected by pests.

The bedding that you

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

imagine that this ordeal has not been easy on you, but the facts are that the

source of bed bugs are from somewhere other than new furnishings. These pests require

a human source to survive and they move around by hitch-hiking on people and

their belongings.

Unfortunately, bed bugs have

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

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

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

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

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

when they feed.

We regret that you experienced

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

our control.

Kind

Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased a Bob-O-Pedic Mattress in 2008 along with the "Goof Proof" protection which states that you have a 10 year replacement guarantee should the product fail to work as described. This covers any bed wetting, fluids, damages to the mattress so long as the protective cover is on the mattress at all times. My son wet our bed last night and I called to attempt to file a claim. they stated that since the cover was not working properly that the mattress would not be covered nor would they honor the warranty.

the salesperson I spoke with said that as long as the protection was sold with the mattress that I would be fully covered for ANY type of incidents that occurred to the mattress. At the very least this is false advertising. the goof proof protection was a few hundred dollars extra to pay and I'm sure was pure profit for the store.Desired Settlement: I would like the warranty to be honored, my mattress and goof proof protection replaced.

Business

Response:

Good Morning [redacted],

I apologize for any confusion present with your open PRBD

(Protect-a-Bed) claim. In seeking more information about your denial claim we

have been informed that your claim thru this company is in fact being handled appropriately

and is in a state of process, not denial.

The PRBD service manager has submitted an email to us that

was sent to [redacted].com outlining

the next steps in the process of this claim (I.E. sending back the damaged

protector).

We again apologize for any confusion that may have been

present and encourage you to continue to work with PRBD directly for resolution

on this claim. As per documentation provided to us we stand behind the fact

that at this time PRBD is addressing your claim adequately.

Thank You,

Stephanie G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: My wife and I ordered a sectional on 7-19-2015. When it was delivered the first time the style was wrong and there was a tear on the chase lounge. When they assembled it they left staples all over our floor. (we have a 10month old daughter who had just begun to crawl and put everything in her mouth.) We were told that the correct furniture could not be delivered until the following Wednesday because that is the only time deliveries are made to our area, which is fine. The following Wednesday my wife took work off to be there for the delivery and the furniture never showed up. When my wife checked the tracking for the delivery it said it had been delivered at 11am. When she called to inquire about the delivery she was informed that the furniture was damaged and never made it onto the truck. We never received a phone call letting us know it would not be delivered. Finally three weeks later our furniture arrived. When I called to talk to someone about the compensation program I was told a 100 dollar gift card to Bob's was the best they could do. They could not even refund our delivery fee even though we waited three weeks for our furniture. When I went higher than the complaints department with my issue and extreme frustration I was told I have two options. 1. refund of delivery fee and 2. 150 dollar gift card to Bob's. Why is the delivery fee not an automatic refund when it took three weeks to receive my furniture and 2 of the deliveries were wrong.Desired Settlement: Delivery fee should have been automatically waived and refunded considering it took three weeks to deliver the furniture and two of the deliveries failed. One being wrong and the other a no show when my wife took work off to be there. 150 dollar gift card is not much of an incentive to shop at Bob's anymore considering the frustration and hassle we went through for a simple furniture delivery.

Business

Response:

Dear Revdex.com,

Please pass on our deepest apologies for any inconvenience we may have

caused this customer during their delivery experience with us.

Regretfully I am unable to locate any account information that matches

this consumer’s complaint within our internal records.

I have looked under the name, phone number, address provided here, and email

address. I also searched thru the purchases from every customer on 7.19.2015 by

last name and have yet to produce and account that matches this posting.

Can you please ask the consumer to verify the invoice number (order number)

associated with their purchase so that I can proceed in assisting on this

complaint further? They can locate this order number via the sales

receipt provided at the time of purchase.

If the invoice number is unavailable please ask if the

customer can provide the original delivery address for this merchandise or any

alternate phone numbers that may bring up their account records.

We ask that the customer responds to us thru this Revdex.com channel so that your

efforts in excellent mediation assistance are not wasted.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Consumer

Response:

I had a complaint filed with the Revdex.com against Bobs furniture. I received an email saying that Bobs had no record of me purchasing the product. I was asked for the order number. My wife [redacted] placed the order. The order number is [redacted] and our cr is [redacted]. Our last name was spelled incorrectly on our invoice so that might explain the problem. On the invoice it was spelled [redacted] not [redacted].Thank you for your time.Sincerely, [redacted]

Business

Response:

Good Afternoon Revdex.com,

My apologies for not initially recognizing

this customer’s name, I have spoken to the customer via email directly several

times. I have posted below the entire chain of our emails for your review and

please note the last offer made to him was communicated on 8.26.2015 which

includes a refund of the delivery fee and keeping the already processed gift

card. I stand behind this being the most fair and adequate offer available for

resolution to this concern and trust you will see that our offers have

continually been upgraded thru this email chain; please read thru the

associated emails as I am considering these a part of our response to this

concern (this is an email chain so please start from the bottom up for a full review).

If this needs to be submitted to the Revdex.com via email instead of the complaint

response please don’t hesitate to let me know.

-----Original Message-----

From: G[redacted], Stephanie

Sent: Wednesday, August 26, 2015 3:11 PM

To: '[redacted]'

Subject: RE: In response to your concern: cr [redacted]

Good Afternoon

[redacted],

I certainly understand

the level of failure you and your wife have experienced and I am so sorry that

you still remain so unsatisfied. When a failure occurs within any business it

is the responsibility of that business to make the concern right by the

customer. We worked to make our failures right by you and delivered you the

product you initially anticipated in good condition. You ultimately received

the delivery service you paid for and while it was not the merchandise you

wanted, we certainly didn’t want you without any product due to our mistakes, a

sectional that is no longer available for sale remained in your possession and

available for your use until we could properly honor the original promise we

made to you. Please know that I do not make this statement to cause you any

further anger, it is intended to provide you with education on how our business

took losses that were obviously owed to you in the original effort to make our

failures right.

The token of

apology offered after a business has honored their original agreement to you is

at the internal discretion of that business. As advised we have made you an

offer outside of our normal policies and procedures to try and meet your level

of frustration.

If you'd like,

in a final effort to satisfy you, we will allow you to keep the Bobs Discount

Furniture Gift Card ($100.00) already processed and refund the delivery fee you

paid. I'm sorry that the Bobs Gift Card holds little to no value to you or your

wife, the truth remains that we are a good company who continually satisfies

over 4,000 customers on deliveries alone everyday. We are backed and fully

accredited with the Revdex.com and continue to grow because we

truly care for all of our customers.

We have accepted

responsibility for the failures caused to you, made those failures right and

are now addressing your demand for something else in the kindest manner

possible.

Please let me

know when/if you are ready to move forward and I will be happy to process whichever

option you'd like to move forward with.

Sincerely,

Stephanie A.

G[redacted]

Customer Care

Corporate Liaison

This

communication, including attachments, is for the exclusive use of addressee and

may contain proprietary, confidential and/or privileged information. If

you are not the intended recipient, any use, copying, disclosure, dissemination

or distribution is strictly prohibited. If you are not the intended

recipient, please notify the sender immediately by return e-mail, delete this

communication and destroy all copies.

-----Original

Message-----

From: [redacted]

Sent: Wednesday,

August 26, 2015 12:27 PM

To: G[redacted],

Stephanie

Subject: Re: In

response to your concern: cr [redacted]

Hi Stephanie,

I did get a

chance to review the offers. I'm

confused as to why a refund of the delivery fee is even an option and not just

an automatic refund. We ordered the furniture on July 19th and we didn't

receive the furniture till almost a month later. The delivery fee was paid under the

assumption our furniture would arrive on the scheduled date not almost a month

later. And I'm still talking with my wife about the options because honestly

there's really no incentive to do business with Bobs again. There are plenty of

other furniture stores and we really don't want to risk this frustration and

time wasted again.

Sent from my

iPhone

> On Aug 21,

2015, at 12:55 PM, G[redacted], Stephanie <[redacted]>

wrote:

>

> Good

Afternoon [redacted],

> Thank you for

your response and I apologize again that you were caused so much frustration.

> Did you get

a chance to review the original offers I made to you from this escalated

level? I'd really like to help you

resolve your concern as soon as possible, if you don’t find the options I

originally listed satisfactory would you be open to letting me know what it is

you are looking for as of today?

>

> I totally

understand that you were failed and assure you we are working above and beyond

our policies to try and meet your demand as an individual.

>

> Original

Offers:

>

> Option #1:

>> We will refund the delivery fee paid to us

($99.99 - I don’t believe ** state taxes on a service fee such as this) to your

original method of payment.

>>

>> OR

>>

>> Option

#2:

>>

>> We will mail you out a $150.00 Bobs Discount

Furniture Gift Card for future use.

>

>

>

> Stephanie

A. G[redacted]

> Customer

Care Corporate Liaison

> [redacted]

> [redacted]

>

T###-###-#### (Direct)

> ?###-###-####

(Fax)

> [redacted]

>

> This

communication, including attachments, is for the exclusive use of addressee and

may contain proprietary, confidential and/or privileged information. If you are not the intended recipient, any

use, copying, disclosure, dissemination or distribution is strictly

prohibited. If you are not the intended

recipient, please notify the sender immediately by return e-mail, delete this communication

and destroy all copies.

>

>

>

>

-----Original Message-----

> From: [redacted]

[[redacted]]

> Sent:

Thursday, August 20, 2015 9:23 PM

> To:

G[redacted], Stephanie

> Subject:

Re: In response to your concern: cr [redacted]

>

> Dear

Stephanie,

>

> I am sorry

I haven't responded we were on vacation. The reason I accepted the initial 100

dollar gift card was because I was told it was that or nothing. I was and still

am extremely frustrated by this whole situation, so I accepted the gift card

and hung up the phone. It wasn't until after that phone call that I thought of

contacting you through email. As of right now I am planning on talking to my

wife and returning the gift card and seeking other options. I appreciate the offer, but the situation and

our experience was absolutely ridiculous.

>

> Thank you,

>

> [redacted]

>

> Sent from

my iPhone

>

>> On Aug

18, 2015, at 8:01 AM, G[redacted], Stephanie <[redacted]>

wrote:

>>

>> Good

Morning [redacted],

>> I am

emailing you because I haven't received a response back from you and in

checking on your account today I noticed that as of last night a $100.00 Gift

Card Request has been processed to be mailed to you. This is off of the

original offer made to you on 8.12.2015. Our upgraded offers still remain the

same, just wanted to give you a head's up on this transaction processing and

advise you that we are still here to help resolve your concern.

>>

>> Thank

You,

>>

>> Stephanie

A. G[redacted]

>>

>> [redacted]

>>

>>

T###-###-#### (Direct)

>> ?###-###-####

(Fax)

>> [redacted]

>>

>> This communication,

including attachments, is for the exclusive use of addressee and may contain

proprietary, confidential and/or privileged information. If you are not the intended recipient, any

use, copying, disclosure, dissemination or distribution is strictly

prohibited. If you are not the intended

recipient, please notify the sender immediately by return e-mail, delete this

communication and destroy all copies.

>>

>>

>>

-----Original Message-----

>> From:

G[redacted], Stephanie

>> Sent:

Thursday, August 13, 2015 10:37 AM

>> To:

'[redacted]'

>>

Subject: In response to your concern: cr [redacted]

>>

>> Good

Morning [redacted],

>> I

initially attempted to reach out to you by phone this morning and had to leave

you a voicemail message.

>>

>> I am

very sorry about the terrible experience you and your family endured and the

lack of empathy you feel was applied to your complaint. 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 during such an

important purchase.

>>

>> We can

certainly understand and acknowledge the reasons why you feel you are owed

something additional after the completion of your delivery.

>> 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. While

it is not normal procedure to so we do recognize that we have failed you and we

are willing to make an exception in this case to work above our normal

compensation guidelines and policies.

>>

>>

Normally we offer any type of additional apology in the form of a Bobs Discount

Furniture Gift Card because as a business we understand the importance of

earning our customer’s trust back and proving to our customer that failures are

not part of the normal daily operations that have helped us grow to be one of

the largest furniture retailers in the U.S.

>>

>> I have

listed two options below for our further form of apology, we are a business

that believes in fairness and transparency for all customers alike so

regretfully we are unable to offer apology amounts based off of an individual's

time. Please review these options and respond to me with what option (1 of the 2)

you may find acceptable to move forward with.

>>

>> Option

#1:

>> We will refund the delivery fee paid to us

($99.99 - I don’t believe ** state taxes on a service fee such as this) to your

original method of payment.

>>

>> OR

>>

>> Option

#2:

>>

>> We will mail you out a $150.00 Bobs Discount

Furniture Gift Card for future use.

>>

>> Kindest

Regards,

>>

>>

Stephanie A. G[redacted]

>>

>> [redacted]

>>

>>

T###-###-#### (Direct)

>> ?###-###-####

(Fax)

>> [redacted]

>>

>> This

communication, including attachments, is for the exclusive use of addressee and

may contain proprietary, confidential and/or privileged information. If you are not the intended recipient, any

use, copying, disclosure, dissemination or distribution is strictly

prohibited. If you are not the intended

recipient, please notify the sender immediately by return e-mail, delete this

communication and destroy all copies.

>>

>>

>>

-----Original Message-----

>> From:

[redacted]]

>> Sent:

Wednesday, August 12, 2015 9:25 PM

>> To:

[redacted]

>>

Subject: cr [redacted] order# [redacted]

>>

>> Dear

Ms. [redacted],

>>

>> My wife

and I recently purchased a sectional on July 19, 2015 from the [redacted] store. The first time the

furniture was delivered on July 29th we received the wrong style, there was a

rip in the chaise lounge and there were staples left all over our floor. We have a 9 month old daughter who is now

crawling and putting everything in her mouth and we found staples all over our

living room and entry way. When we called to explain the furniture was wrong we

were told we had to wait another full week because the delivery truck only

comes to our area on Wednesdays. That was fine except the following Wednesday

August 5th which was supposed to be our next delivery day our furniture never

showed up. My wife took work off for the

day and she never even received a phone call about the delivery, yet when she

checked online an hour after the four hour window for delivery the website said

it was delivered at 11:15am. When my wife called to see what was going on she

was told that the furniture was damaged and never made it into the delivery

truck. So she took work off for no reason and sat around waiting until 230 and

never received a call from anyone explain the situation. We called customer

service and they took notes on our dissatisfaction and rescheduled again for

the third time. Today August 12th we

finally received our furniture that we ordered on July 19th. We were told to call customer service after

the furniture was delivered for compensation for the two previous failed

deliveries. I spoke with one of the customer service representatives and their

supervisor and was told the best that could be done was a 100 dollar gift card

to a Bob's store. First of all, my wife lost over double that amount in pay by

taking work off for the day for the second failed delivery. I was also told I

would not be refunded the delivery fee.

I paid the delivery fee expecting my furniture to be delivered on time

and correct. It took three tries to accomplish this. Offering us a 100 dollar

gift card to a Bob's store is an absolute slap in the face considering our

awful experience. Our customer service experience was awful as well. All I kept hearing was "I understand

your frustration and all I can do is a 100 dollar gift card" repeatedly on

my call. Their monotone disinterested

tone gave me the impression that they have heard it all day long. After ending my phone call with the

supervisor I looked online to see if there was someone else I could talk too

and I came across your name. I thought it was important to share my experience

when my wife and I went into the store to simply buy a sectional paid in full

and have it delivered the following week.

>>

>> Thank

you for your time, if you would like to speak with me our home phone is

###-###-#### or you can reach me by email.

>>

>> Kind

regards,

>>

>> [redacted]

>>

>> Sent

from my iPhone

Kindest

Regards,

Stephanie

A. G[redacted]

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: on july 30, 2015 I bought a 100% leather sofa chair love seat from bobs store, with a 5 years warranty. The sofa leather start peeling,I contact bobs customer service, they ask me to send them photos I did, and I went to the store they told me if I want to exchange the furniture they`ll charge me 10%, I told them it`s not my fault, I pay lot of money to get good quality furniture not something start peeling in less than a month. they refuse to listen and they assist to charge me 10%. I was so mad and unhappy the way they treating me, I told them if I can speak to a manager, they told me he already know we will charge you 10%, I told them I will contact the Revdex.com they told me go head.

Business

Response:

Good Morning Revdex.com,

Per our records the customer’s concern (via pictures) was

viewed as “chipping off the seams of the merchandise”. As per our Service

Policy (listed on the sales receipt and signed as agreed to by the customer at

time of sale) we offered to replace the sofa with a factory fresh model.

The customer’s account shows that the option of replacement

for the same sofa was refused so we then took it upon ourselves to work outside

of policy and offer the customer a reselection on the entire living room set.

The customer has been provided FULL credit on the price paid to us for

the sofa (as this was the affected item) and we gave 90% credit on the loveseat

and chair because these items have no reported concerns; yet we are

taking them back as a courtesy for the customer with the understanding that as

a business we cannot re –sell them as new merchandise.

We have also agreed to cover the cost of any new delivery

fee associated with a new sale related to this credit as a further courtesy to

the customer. At this time we stand behind the fact that our customer’s concern

is being handled appropriately and in the fairest manner possible.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: first of all I bought expensive leather furniture to last for long time, but those were a fake leather didn`t last even two months, and I should get all my money back, because it wasn`t my fault if you selling fake leather. It was terribly made a complete waste of money. Second of all the sale associate explain to me that is a real leather and if anything happen to it I`ll get all my money back. They go on about how easy it is to return an item and get refund, once you make a purchase good luck if you have a problem and wish to return it and get your money back. You cannot imagine the stress and wasting time I and my family had with those customer service. Can you imaging having a birthday party with empty living room.

Review: Added to my order is a total amount of $9 + $9 = $18 dollars for what they call a Re-Cycle fee to remove and dispose of old mattress and box spring... as I had informed sales agent Andre that there is nothing in the room to remove (Empty-room)... He had informed me that this is state requirement and CANNOT BE REMOVED from bill.

What ??? Why would I pay to have something removed when there is nothing to take???

Seeking a refund in the amount of $18 dollarsDesired Settlement: Desire refund, Billing adjustment O.K.

Business

Response:

Good Afternoon Revdex.com,

Please apologize to our customer

for any confusion that may have been initiated at our store regarding the

explanation of this fee. As the retailer

it is our responsibility to properly explain this fee and the fact that it is

not controlled by us (the retailer).

As of May 1, 2015

CT state law requires that every retailer collect a $9 recycling fee for every

mattress and/or foundation sold. This fee, paid by the customer when bedding is

sold, is passed on to the state, thus funding the state’s mattress recycling

program. As we are not in control of charging this fee we are unable to offer a

refund on the fee.

The Mattress Recycle Council – Is

a nonprofit organization formed by the mattress industry to operate

recycling programs in all states that enact mattress and box spring/foundation

recycling laws.