Bob's Discount Furniture

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: 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 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 purchased a bedroom set from them 1/8/16 bought a mattress (king) head and foot board 2 night stands and 2 dresser and 3 lamps. All furniture had deep marks in it one lamp was cracked. They sent a new lamp and 1/16/16 they brought a replacement set which I told them numerous times that if the second set was as bad I would be returning both sets. The second set was just as bad refused the delivery and wanted the second set removed they told me they could not remove it even after I was informed that they would take back both sets. lady would not work with me at all I spent $5000 on the set and want to return itDesired Settlement: to refund the furniture as I already gave them a chance to bring a second set which was more damaged then the first

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for

the inconvenience the multiple deliveries and damaged product caused our

customer. We can certainly understand the customer’s frustration and

acknowledge the reasons why the customer felt a refund was the appropriate

resolution for the concerns we caused.

As of 1.16.2016 the customer entered into

several agreements with us which have brought resolution to their concerns.

Kindest Regards,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,

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: We ordered our furniture for our brand new house July 25th with Bob's Discount Furniture in [redacted], **. It was ordered under my Maiden name [redacted]. We were told by our salesman Darryl M[redacted] and his manager Ben that our special order furniture would be in in 16-20 weeks. After checking the status on our furniture after our honeymoon in the first week of September, I was told a due in date for our furniture in mid-November. It was exactly 16 weeks as of November 16th so we decided after getting nowhere with our periodic calls, we would visit in person. We spoke with manager Sherry f[redacted] who was appalled we had not received our furniture and told us this was very rare. She reached out to the shipping department who directly contacts the manufacturer. She called me after I left the store to say there was some type of hold-up and that it is now due in mid-January. I told her I had to think about if I was able to wait considering we had been only sitting on rolling desk chairs in our new home. I called her back and said we are going to have faith and wait, however I was scared that January would come and then we would be waiting still. She promised me that we would get our furniture by January and I said we need some type of discount from them for putting us through this after promising we would have furniture by thanksgiving. She said they could not give me a price or discount until the furniture was in, but that since I had talked to her and Ben the other manager she was going to put a note in that they would give us a discount upon arrival. She told me to check back around Christmas on the status. I called last week and the delivery date was now saying mid-February. Sherry told me the manufacturer says it's on the water. I talked to the manager Ben again and he said that in his 9 years they have never given furniture discounts, only gift cards ranging from $25-100 but that he would push for the $100 in my case. I told him that was not acceptable. I told him I thought I deserved free delivery and a discount on the furniture after all of this. He said he didn't want to risk his job but that he would talk to corporate and push for free delivery. He also "promised" that he would call me every week with an update on my furniture. I still do not have furniture and I do not have any updates and I deserve more than just free delivery after waiting 6-7 months for furniture.Desired Settlement: I desire free delivery and my protection plan for free. I feel that is fair. And an apology.

Business

Response:

Good Morning

Revdex.com,

I am so sorry

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

imagine how frustrating this has been for our customer and completely

understand their position at this point.

As a

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

availability of some product. As this is a shipment our inventory system

clearly expected in sooner there is always the chance that the overseas

shipping container will make it to our Distribution Center sooner than the

anticipated date we have right now. Please pass on our sincerest apologies that

we haven’t been able to deliver this purchase as advised to our customer, our

records indicate that we have sincerely worked to the best of our ability to

provide the customer with the most updated information we have and remain just

as disappointed as our customer is that this special order hasn’t become

physically available to us to deliver.

While I

can understand the customer’s observation of fairness in their request for

compensation we are regretfully unable to provide the customer with the Goof

Proof Plus Protection at no cost. The services this plan offers for five years

are not solely managed by Bobs Discount Furniture and the plan offers coverage

for five years of services that have not failed the customer as they haven’t

had a chance to even be rendered. In reference to the delivery fee being

refunded this can also be considered a service paid for that has not failed the

customer however the customer’s account shows notations indicating that our

retail location already approved (already working well above our policies)

waiving the delivery fee ($169.99) for this customer on 12.16.2015. As the

customer has indicated we process any compensations after the completion of the

order has occurred.

We have the

current options available for recourse in relation to this customer’s concern:

Either:

·

To go into a store location and see if there

is a similar item available with stock on hand so there is no delay in

delivery. We will give the customer the store credit of what they paid plus 10%

to use towards a different item plus the credit of delivery charge.

·

To wait for the items the customer initially

purchased with the understanding that the tentative stock date remains beyond

our direct control, we have communicated the most updated information we have

available and we will return 5% of the customer’s merchandise purchase price

plus the delivery charge- after the delivery has been successfully completed to

the customer.

·

Or, a cancelation and full refund of the

customer’s order

Again I

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

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

disappoint our customer.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, however, I want to make sure that the 5% being returned to me will be in the form of a credit back to my debit card or in the form of cash or check. I do not want it in the form of store credit. I agree to the 5% being returned in the form of money in addition to my delivery fee being waived.

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 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: At the advisement of the sales person, I purchased Bob's Goof Proof service. The sales person billed this to be an easy way to get my furniture repaired should an accident occur.I got nail polish remover on my table top (my fault completely) and have been attempting to file a claim for almost a month. I have called customer service at least 12 times and have left multiple voicemails. Of the voicemails left, only two were returned. On 1/22 I was able to file a claim and was told I needed to send pictures. I sent pictures on 1/22 as requested. The person said that I would need to call back in three days if I did not hear a response. It has been five days and I never heard anything. I called and left another voicemail this morning (1/27) and had someone call me back to say the pictures were never received. I asked if I could send them to her directly she said no. I asked if I could talk to a supervisor. She said no. I resent the pictures and now must wait another 48 hours to see if they received them.I have spent about 4 hours trying to get this issue resolved and am not sure how to proceed.At this point, I would like Bob's to honor the service they sold me.Desired Settlement: Since the damage falls within the goof proof warranty I would like Bob's to resolve this claim and fix the furniture.

Business

Response:

Good Afternoon Revdex.com,

I have reached out to [redacted] by phone today (1.28.2014) and am

currently working to resolve her claim with the [redacted] company. [redacted] has

been provided all my direct contact information and has been made aware that if

I am unable to resolve her claim using [redacted] we will offer her resolution

through Bobs Discount Furniture on Thursday January 30, 2014.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased a sleigh bed from Bob's Discount furniture. It arrived today, January 13, 2015. It smells of formaldehyde. It should be noted that the furniture was supposed to arrive a week ago however was damaged by the company before it was delivered. The delivery drivers at that time delivered other pieces while being extremely rude and untimely. I called to complain to the company and was offered a 50 dollar gift card which I find less then appropriate as I had told them that I was unwilling to purchase anything at their store again. I was told that a gift card is all that could be offered.

This morning when the bed was delivered I smelled an odor. I was not sure what it was and [redacted] "smells on new furniture." and found that it is most likely formaldehyde. I was exhausted and fell back asleep for a few hours and woke up with an extreme headache. I opened all of the windows and turned on the fan in my bedroom. I came upstairs to check on the odor several hours later and found that it was also damaged. It should also be taken into account that I am pregnant. I called the company, and they offered to do an exchange, however the soonest time they can come is this Friday. As a woman who is 37 weeks pregnant it should be noted that it is a HUGE inconvenience to not be able to sleep in my bed because of potential cancer causing agents as well as the furniture itself is damaged. I was told that I could call back after the exchange was made to discuss compensation.

I was able to find the act of congress which addresses the law on formaldehyde use on furniture. I am not a lawyer but from what I understand it basically states that this chemical should be used sparingly. judging by the odor, the chemicals used were used a lot more then sparingly. If you would like to see the act of congress, here is the link: [redacted]Desired Settlement: I would like a major billing adjustment as well as an inspection from the state on the standards of the manufacturing of the products sold by Bob's discount furniture.

Business

Response:

Good Morning Jamie,

Your response was just received to us today (1.22.2015) thru

the Revdex.com mediation channel you opened.

At this time our records indicate that the even exchange of

the headboard and footboard pieces went successful on 1.16.2015, there are no

other notes uploaded to your account to designate what may or may not have

happened with the assembly of this bed on this day. As our drivers provided us

with an ‘OK’ result code we adopt the thoughts that the delivery was accepted

by you and fully assembled in the manner you instructed the delivery team to operate

in.

Regardless of your personal

research or individual opinion, the ‘[redacted] Bedroom’ is compliant with [redacted] Phase 2 for formaldehyde emissions. The fact continues to remain that Bobs

Discount Furniture would never sell any merchandise that could potentially be

harmful to our customers.

What continues to personally befuddle me is why, when you are so aggressively

alleging that this furniture is harmful to you, you wouldn’t be seeking for our

business to remove the product from your home?

Should you and your husband both be experiencing such a terrible preference

concern that it has driven you from your permanent place of resting wouldn’t it

be more beneficial to the both of you to select a different piece of

merchandise where the ‘new furniture smell’ does not bother you so?

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 delivery

failures are not part of the normal daily operations that have helped us grow

to be the 15th largest furniture retailer in the U.S. We also wish

to provide our customers with a tangible item as a further form of apology

rather than just committing to the act of pacifying someone with a monetary

amount. I apologize that anyone told you we don’t have items for sale for $50.00

or less because we most certainly do. We have several cash and carry items that

can be taken from our Showrooms or Pit locations as our free gift of apology.

As listed

above, your account indicates that you have accepted the exchange and any

merchandise concerns related to damage have been resolved as of 1.16.2015.

-As the concerns with damage have been made right we are

happy to process the $50.00 Bobs Discount Furniture Gift Card request we initially

offered you as an apology for the frustrations caused to you. At this time we

can offer to electronically load it to the internal cr you have

with us or we can mail a physical gift card to you.

-On a separate note: Should you wish to have this bed

removed from your home because of the preference concern you are experiencing

we are happy to work above and beyond our company policy and remove the bed

(headboard, footboard, rails) from your home for a monetary refund. While this

is far beyond our normal procedures to offer, I just cannot see how keeping a

product you are so personally dissatisfied with would at all be constructive to

you as a customer.

The accusations you feel necessary to

communicate regarding the sale of potentially harmful merchandise are distasteful

and defamatory. As a retailer we are more than willing to work with you in a

fair and adequate manner in an effort to gain your satisfaction.

Sincerely,

Bobs Discount Furniture

Consumer

Response:

Review:[redacted]

I am rejecting this response because:

Review: Purchased a 4 piece sectional from Bob's 12/19/2011 and also purchased a protection plan on the sectional, pieces of sectional are wearing out, sent a tech out who took pictures. Bob's sent a Email saying they could see the pictures the tech took and asked if we could Email them new pictures which we did. No one contacted me. I called and was told that it was normal wear and tear. The protection plan states factory defects are covered, this looks like a defect to me. Thank you in advance. [redacted]Desired Settlement: would like the pieces replaced.

Business

Response:

Good Morning [redacted],

I apologize that you are unhappy with the sectional you purchased from Bobs Discount Furniture and assure you that we strive everyday to meet our customer’s needs to the best of our abilities.

Our records indicate that you first received this sectional on 1.05.2012 and reported your concerns nearly two years later on 12.12.2013. We arrived to your home to inspect your sectional on 12.19.2013 and determined that the inside back cushions of your sectional had no factory defects. I have attached a document containing pictures of a ‘factory fresh’ ‘Bellini’ sectional and the pictures we took of your ‘Bellini’ sectional on 12.19.2013. There are signs of normal wear and tear present on certain inside back cushions of your sectional. These are not factory defects and after possessing any item of furniture for nearly two years it should be anticipated that some signs of normal wear and tear can become noticeable.

You did purchase the Goof Proof Protection Plan on this sectional and that plan is valid through 1.05.2017. The specific Goof Proof Plan you invested in covers several types of damages that can occur as a result of an in home accident. Damages that are covered for your sectional under this plan include food and beverage stains, stains from human and pet bodily fluids, rips, cuts, and burns. There are many more accidental damages that can be covered as long as you are able to report exactly how the accident occurred. As of 1.06.2013 your sectional was outside of its Bobs one year guarantee against factory defects. At this time the coverage your sectional carries is for accidental damages only.Bobs Discount furniture truly wishes to help every customer who has a concern but as this sectional is not experiencing any factory defects and is currently over a year beyond its factory guarantee period I apologize that we have no further recourse to offer you relating to this concern.

We can take responsibility for our failure to follow up with you promptly after your service, I can understand how this would have caused you more frustration and I have processed a $25.00 Bobs Discount Furniture gift card as a form of apology to you. You should expect to receive this gift card within the next 7-10 business days. There are many items that can be purchased at Bobs for $25.00 or you can save this gift card to use towards a future purchase as it will never expire. Please know that I sincerely wish there was more we could do for your sectional concerns and we never intend to further our customer’s aggravation.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: Paid for the protection plan for my purchase. It included my sofa and other products. My sofa has 2 accidental incidents and neither one was covered. They find a way to not cover the complaints, they are very secretive on what is cover and what is not. They say explain me first what happened and then later I will tell you if it is covered or not.Desired Settlement: For my couch to be repair.

Business

Response:

Good Morning Revdex.com,

We apologize that the customer is

experiencing any disappointment while trying to use the protection plan they

purchased from us. [redacted] is known as their parent company) is a

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

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

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

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

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

I have researched the two claims that the customer has made with

[redacted] (Claim # [redacted] –for keys scratching the leather & Claim #:

[redacted] –for a child falling and grasping the leather causing it to tear) and

find that these are certainly claims that should have been covered based on the

terms and conditions of the plan. It is important that our customer acknowledges

that the terms and conditions of the plan are set forth in a manner which makes

the coverage fair for all consumers alike and we support the procedure (like

any other protection program sold on electronics, automobiles, or home

appliances) that a claim should be reported initially to determine if it falls within

the coverable guidelines.

Here at Bobs Discount Furniture our customers are the most

important part of our business and in an effort to provide this customer with

satisfaction we will offer to assist the customer directly with the concern

from claim #[redacted] > tearing of leather. In reviewing the customer’s pictures (as

submitted to [redacted]) it has been determined that this is an unrepairable

damage.

Regretfully we no longer have this particular sofa as part of our

stocked sales lineup – we can offer to provide the customer with a store credit

for the price paid on the item so that they can reselect to a different sofa

from our current line up. Please communicate to the customer that should this

option be accepted we will cover the delivery charge of the new merchandise and

expect to remove the current sofa from

the home on the same date we deliver the new selection.

-Or-

We can offer what is called a ‘concession to keep with damage’.

This comes in the form of a settlement offer to refund 20% of the purchase

price of the sofa to the original method of payment ([redacted]

Account). In accepting this offer the customer is agreeing to keep the sofa with

the tear and not expect any further/future recourse for this concern from Bobs

Discount Furniture directly.

Please have our customer review the options we have set forth and

respond with what option (1 of the 2) they feel may work best for them to move

forward with.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that the first proposed option is the best for our interest.

Review: We purchased an adjustable bed due to the fact that I had surgery that demands that I now sleep at a 45 degree angle. When we made the purchase we specifically requested that the delivery crew be able to remove the head rest and bed frame due to the fact that I would not be physically able to do so and would not be home from the hospital and my wife would be there alone to accept the delivery. The salesman assured us that it would not be a problem and that that would also install the headboard. I also instructed the salesman to use my wife's cell phone as contact as I would be in the hospital and can not guarantee access to my phone. Not only did they not use my wife's phone but even after my wife called customer service and requested that the use her phone they continued to call my phone. My wife then called customer service again to review the delivery information and again asked that they would remove the headboard, bed frame and reattach the headboard and confirm delivery time- they confirmed everything again. On the day of delivery my wife had to leave the hospital in [redacted] and be sure to be at home at the arranged delivery time, yet again the called my phone and were over an hour early refused to do anything except remove the mattress, my wife had to figure out how to remove the headboard and disassemble the frame. When the did bring the mattress in the knocked over furniture and made and left a mess that took quite a while to clean up. When she called customer service they had nothing to say except that they were sorry and that the delivery service does not do anything but remove the mattress. To say that I am disappointed is an understatement and unless we had to keep this bed for medical reasons we would have returned the item. We have never received a call after my wife called customer service to complain.Desired Settlement: I would like to find out why they lied about what they would do and why the never did anything they said they would. I also will need to hire some one to remove the bed frame and install the headboard that they promised they would do for us. I would also like them to apologize and acknowledge the rudeness and incompetently they demonstrated throughout the process.

Business

Response:

Good Morning [redacted],

I cannot apologize enough for the incredibly poor experience you received from us. Having to purchase new furniture can be a stressful occurrence, especially given your circumstance of leaving the hospital and I assure you that our intention was never to cause you more aggravation during this time. It is very embarrassing that you were provided incorrect information regarding our delivery and assembly service. I absolutely understand how our wrong information further troubled you and your wife; I am appalled to learn that she had to quickly disassemble your furniture to allow for the delivery. This is certainly not the usual way we do business and it saddens me that you have such a terrible impression of Bobs Discount Furniture.

We are not taking your dissatisfaction lightly and have moved forward with ensuring our employees are properly trained on our policies and procedures. Although I am so sorry that you had to file this complaint, I thank you for bringing this valuable coaching opportunity to our attention.

I have a couple options for you to choose from regarding compensation. Your initial charge for delivery was $199.99, at this time we can offer you two options based off of returning this delivery fee to you. Please respond and let me know which option you would prefer and I can process this compensation accordingly.

A $199.99 Gift Card to Bobs Discount Furniture

-OR-

A refund (to your [redacted] account) of $99.98 and a Bobs Discount Furniture Gift Card for $100.00

[redacted] I apologize to you and your wife again for our faults during your recent purchase, we genuinely value your business. We would appreciate the opportunity to serve you again and prove to you that we care for our customers above everything else.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

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 couch on 10/24/2012. The pillows on the couch started fraying on 12/27/2012 for which they mailed me new pillows. The couch has pillow backs which have been splitting at the seams. I called for service on on 9/15, 9/23, 9/30, 12/2 and 12/10 all in 2014. At one point in September of 2014, they sent a service technician that was unprepared for the repair, rude and had to be asked to leave my home. I called Bob's immediately and advised I didnt want this person again, explained the situtation and was told it was an outside agency that provided te technicians. They appologized profusely and sent me a new technician. He refilled the backs with stuffing and sewed them again stating it may be a defect in the couch. When I called on 12/2 regarding the couch and a different chair issue, they sent me the original man that I specifically told them I didnt want in my home. The woman I spoke to on the phone said she thought that the couch had a defect and should be replaced but he needed to make that decision. He tells my husband that the chair that needed to be fixed was not a Bob's merchandise, even though my husband had the receipt to show him. I again called Bob's and wanted to know why they sent this same man. The girl on the phone was mortified, apologized again profusely and put me on the phone with account manager [redacted]. She sated that it was a manufacturer defect and was out of warrenty even though we bought a [redacted] warrenty. She was condesending and stated this did not fall under [redacted] and that they were servicing it even though the original warrenty was expired. They would service it for the term of the [redacted] (5 yrs) but after that it would come out of my pocket (approx 80.00 for a service call) This is definitely a problem in the the design of the couch and they are not owning up to it. Also the dates that I gave are approximate because they would never leave a service invoice when they came to my home. She also said that the service man is from Bob's not from an outside agency, which to me makes it even worse that I complained and didnt want him back in my house and they still sent him. Also according to their records it does not state that I called to complain about him but that I cancelled the service call, which is an absolute and blatent lie. All representatives that I spoke with it in these time periods agreed that that the couch had a defect and should be replaced but the account manager stated that all they could do is fix it.Desired Settlement: I would like to have the couch replaced, even though we do love the couch it keeps ripping and would like one that does not have that type of backing that will keep ripping. If they will not do it, I do not want to spend a penny on any repairs for the lifetime of the couch since its not something we are doing to it. I do not want to pay 80.00 after 5 years. We take care of our furniture and I do beleive it should last beyond 5 years. Also I NEVER want to see that repair man again at my home. He is incompetent and rude and should not be working this job, since thats what I was told by Bobs when I make my original complaint against him, not just that I cancelled the appointment.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our apologies for the frustration this

customer is experiencing with the sectional sofa purchased from us. We also

apologize for the alleged rude behavior the customer cites to have received from

one of our technicians. It is extremely rare that we receive complaints from

customers not wanting members of our service team back to their residence. Due

to restrictions of our computer system, in order to prevent a previous

technician from returning we must be made aware each time a service appointment

is created so we can send a specific request for that specific service date. I am

so sorry if our agents were properly informed by the customer while creating

the service appointment in question and the unwanted technician still showed up

to the home.

Our records show that this merchandise was delivered to the

customer on 10.24.2012 and the warranty protection the customer purchased on

this sofa is active through Bobs Discount Furniture for a period of five years

(expiring on 10.24.2017). While I can understand the customer’s aggravation

having had multiple services we have been keeping their best interest in mind.

In the event of a manufacturing defect the protection plan documents illustrate that [redacted] Plus offers unlimited service (labor and cost of replacement parts) OR a one time exchange/replacement

of the merchandise. Should the customer

seek to have this merchandise replaced it will completely fulfill the protection

plan agreement on all three of these sectional pieces. Some of the issues the

customer has been reporting (seam separations) have been deemed manufacturing

defects however some of the concerns are related to normal wear and tear, in

example it is completely normal and should be expected that multiple seats

loose resiliency over a period of two years time. We have been continually

meeting our customer’s concerns with service as readily as we are able to.

We are more than happy to offer the option of replacement or

reselection to the customer under the parameters of the protection plan they

purchased should they fully understand

and accept that this replacement will use up the coverage they currently

maintain. On the sales order in question the cost of the plan was $149.99

to protect $1299.00 of merchandise for five years, based on the extremely low

price point we feel it is obvious as to why the plan is active for only five

years and would only allow the replacement of merchandise only one time (please

keep in mind the plan covers the cost of delivery/disposal fees associated with

the replacement as well).

Should the customer wish to purchase the plan on the

replacement merchandise that is always an additional option they can take advantage

of. I have listed below the available options for this customer’s concern in

terms of getting this merchandise replaced:

Option #1:

Initiate the ‘one time replacement option’ under the [redacted] Plus Plan for the exact same merchandise (THIS OFFER IS EXCLUSIVE TO THE [redacted] 3 PC SECTIONAL ONLY).

Should the customer want to purchase the plan again on the new sectional they

should make us aware of that choice so we can correctly set up the paperwork and

charge them for the new protection plan prior to scheduling an exchange date. We

will expect to remove the items the customer currently has in the home on the

same date we deliver the new replacement items.

OR

Option #2:

Initiate the ‘one time replacement option’ under the Goof

Proof Plus Plan and receive a store credit for the amount originally paid to us

on the sectional (THIS OFFER IS

EXCLUSIVE TO THE [redacted] 3 PC SECTIONAL ONLY). This store credit would

allow the customer to pick out a different living room set and should they wish

to purchase the plan on the new set the customer can discuss this directly with

their new sales person while in our store. We will expect to remove the items

the customer currently has in the home on the same date we deliver the new

replacement items.

If the customer is still seeking a merchandise replacement

please ask that they respond to us with which option they would prefer through

this Revdex.com channel that they have opened for mediation purposes.

Consumer

Response:

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

We would like option 1 since we really do love the sectional and would like the exact one again. We would hope that Bob's is now aware of the defect by the manufacturerer and has addressed it.

Review: I paid for the extra goof proof protection from Bob's stores and neither bobs stores or the warranty company are will take fault and honor warranty.

I purchased a dinning room set less than three years ago from bobs stores and was told about goof proof protection that will cover my set for an extra five years. I was sitting in one of the chairs about a two weeks ago and one of the legs broke right out from under the chair. I called up for the goof proof to put in a claim and I was denied due to the fact that I was just sitting in the chair and it broke qualifies it as a manufacturer defect and they were not honoring the warranty. I called up bobs stores twice and spoke to them and was told that they could not help me and they only cover one year for warranty on their products. the second time I called a supervisor told me that they rightfully denied me for it not being an accident and I should have known and read the warranty. I read the warranty and it should be covered under a break to a frame, but the insurance which I paid for through bobs stores wont honor my claim and hold the manufacturer at fault, and so do I. Desired Settlement: I am seeking that bobs stores replace my broken chair, and or refund me for my payment of goof proof coverage, which happens to be more expensive than me just paying for a new chair.

Business

Response:

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

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that the merchandise and goof proof plan have failed to meet your expectations. Your safety and satisfaction with our merchandise is our utmost desire; Were you injured as a result of the chair leg breaking? Did you seek medical treatment?

Goof proof provides coverage against most in home accidental damage; Using a chair for its intended purpose does not qualify for coverage under the goof proof plan. The manufacturer warranty associated with the 2010 dining set purchase, expired September 2011 and this set has since been discontinued.

Your desire to receive recourse is understood and Bob's Discount Furniture will cancel the goof proof plan at your request and issue a partial refund totaling, $75.00.

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

Consumer Response /* (3000, 8, 2013/08/07) */

From: [redacted]

Sent: Friday, August 02, XXXX XX:XX PM

To: [redacted]

Subject: Complaint ID#: XXXXXXXX

I reject their offer of the $75, I see that it is the price of a new chair but I will be paying out of pocket more for the taxes and shipping of the item. I am looking to get either a new chair sent to me or the complete refund of the insurance not part of it.

-[redacted]

(XXX) XXX-XXXX

Business Response /* (4000, 10, 2013/08/08) */

Bob's Discount Furniture is not obligated to offer any sort of recourse, as the manufacturer warranty associated with the item has expired. Goof proof is refundable within 30 days after purchase; Since your purchase was in 2010, you are not entitled to a refund. The offer of a partial refund is a courtesy. I have noted your account should you decide to accept it.

Review: The company sold the product on the impression that any accidental damage would be covered. We I contacted the company they stated that my specific damage would not be covered.Desired Settlement: I would appreciate either having the product repaired or replaced.

Business

Response:

Good Afternoon Revdex.com,

I have spoken with this customer today (10.28.2015) and we have

processed an agreed upon courtesy resolution for this concern.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I have bought a loveseat and a couch along with other things from bobs in feb 2013 as im in there they offer me a five year plan of goof proof and also give me a paper of all things it covers on thanksgiving day I have had family over so couple days later im cleaning and I find a burn mark on each of the couches and a couple of stains on them so since when I bought the goof proof they made it sound so good stating" you should buy this you have kids this covers A,B, and C " I figured well let me call the goof proof protection and make a claim so they can come see what they can do since I paid for this for that reason I was literaly on hold for almost an hour when a guy finally picked up the phone was extremely rude and had no problem in telling me my claim was denied cause I said it was burns and dirty cause I send two things that is unbelievable that I pay money of a protection that is so easy to deny that is awful I am a single mother of three that works really hard for everything that I have I really didn't have money to waist for a protection that I am not getting on the paperwork I have says that the burns were covered stains are covered then when I call im not coveredDesired Settlement: What will make me happy is if they keep their customers happy all they do is give you more of a heartache then a peace of mind I am disgusted with the scam that gets pulled I would like my money back for all the products and they can have them back.. or have my money back for a protecting that is falsely advertised give customers the correct information.

Business

Response:

Good Morning [redacted],

I am so sorry that you haven’t been able to find resolution with your Goof Proof protection plan; I can certainly understand your frustrations and assure you that Bobs Discount Furniture cares about every customer’s concern.

The time of sale is an extremely exciting experience, not only for you but for your sales person as well. I truly apologize if a misunderstanding with the Goof Proof plan occurred at that time and I assure you our intentions were never to mislead you. The protection plan is an enormously valuable return on your investment when used with the appropriate guidelines.

The Goof Proof Information sheet you are referring to has some additional information on it regarding reporting an incident. I can also send a copy of the [redacted] contract to your home or email if this isn’t something you received shortly after delivery. We agree with you that we should educate our customers more on the protection plan we sell and this is why we have recently upgraded our website to have a specific link just for frequently asked questions about Goof Proof. Like many other protection plans offered on electronics or automobiles there are specific guidelines and exclusions. In order to remain fair to all our customers there are certain scenarios which are not covered. On the lower left side facing portion of the sheet you were provided please see the print below the listing of ‘What is covered’. It will read:

*Some exclusions apply. Accidental coverages are from a single incident. See plan for details. Refer to current [redacted] Furniture Protection Plan for complete coverage details.

In an effort to try and resolve your concerns I have done extensive research on your account, including speaking with the [redacted] company to get a copy of the report you initially gave. I was hoping to try and dispute the denial result you were given however after reading the report there are several instances that make disputing difficult. When reporting the staining to the loveseat recliner/sofa you indicated that the stain was present on the entire loveseat and the entire sofa. The record reflects that you did not know what the staining was from. This is another reason for the denial result as you must be able to report how the accident happened and what caused the stain or burn. Based on the outcome of the [redacted] company covering a one time replacement of your furniture, requiring this information is not a lot to ask of the consumer. Is it possible for you to ask the members of your family that were over for the holiday and respond with what they may have spilled on your furniture? Based on what the stain is there is a chance I can start an appeal process on your claim.

The claim you made also indicates that there is a burn mark on the console of your loveseat but you informed [redacted] that you did not know how this happened. If the staining and the burn were both a result of the party you hosted then this would be considered a single incident concern. Per their records I don’t see that you provided the information of ‘multiple accidents on the same day due to hosting a party’. This would have also affected their ability to approve your claim.

[redacted], it is exceedingly important to me that you grasp the level of care Bobs Discount Furniture has for our customers and their furniture. I promise you I am looking into every angle to try and find some type of resolution for your concerns. Accumulated customer caused damage is normally an immediate denial with any retailer regardless if it is a furniture purchase. I also see that you reported ‘staples coming out’ on the outside back of your loveseat. Although Bobs is unable to service stains or burns I can request that A free of charge Bobs Service Technician come to your home and perform a best effort service to correct your concern with the staples. Please let me know if this is a service you would like to accept when responding to me and I can get the paperwork set in our system.

In an effort to explore all avenues and help you with the highest level of excellence, I will ask that you send me current photos of your reclining sofa and loveseat. Please send a minimum of four (4) photos so I have full knowledge of the condition of your set. Please take one (1) photo of each item from a distance and one (1) photo of each item’s damage up close. After receiving these photos I can respond to you with what, if any, options we may have for recourse. Thank you for your patience with us and I apologize again that these issues have taken up so much of your valuable time.

I look forward to hearing from you soon and reviewing your photos.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: we ordered a 3pack lift top occasional-dt3000-tracy,coffee table and end tables. I assembled all three tables the last step was to put on the four wheels on the bottom of the coffee table. After turning the table back up onto the wheels the sixteen screws came though the bottom of the table, the screws were to long .They sent the wrong screws. Called Bob's they said nothing we can do, you assemble it wrong. They sent me sixteen screws that were to long. Please Help.

Product_Or_Service: 3 pack lift top occasional dt3000 tracy

Order_Number: XXXXXXX

Account_Number: XXXXXXX

Desired Settlement: send me a new bottom board so the table doesn't see bad

Business

Response:

Business Response /* (1000, 5, 2013/07/30) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize you were not able to successfully complete the assembly of your table.

There is a discrepancy in how the assembly failed, according to comments on your account, the screws were tightened too much and therefore punctured the wood however, you explain in your complaint that the screws came through because they were too long. In an effort to resolve this issue which may be possible by ordering parts, please forward a picture of the underside of the table, showcasing the area where the screws are to be inserted. If it is determined that the screws were too long, we will replace the table legs and screws however, if the issue is unrelated to the hardware, we will have no recourse to offer. Pictures can be emailed to, [redacted].com.

Review: ON JUNE 2 2013 I PUT A DEPOSIT FOR $90 ON A 3 PIECE TABLE GROUP SET. I WAS TOLD BY SALES MAN [redacted] DO NOT PAY FOR THE MERCHANDISE IN FULL IT WILL BE IN THE WEEK OF JUNE 15TH.JUNE THE 15 CAME & WENT. I WAS TOLD BY THE COMPANY THAT THE MERCHANDISE WOULD BE IN JULY 23.ON JULY 23 I CALLED THE STORE -THEY ( [redacted]) TOLD ME MY MERCHANDISE WASN'T THERE BECAUSE I DIDN'T PAY IT IN FULL. I WENT TO THE STORE THAT EVENING ( JULY 23 ) - SPOKE TO MANAGER [redacted]-TOLD HIM THAT SALESMAN [redacted] TOLD ME I DIDN'T HAVE TO PAY THE FULL AMOUNT UNTIL THE FURNITURE CAME IN-I ASKED [redacted] TO REFUND MY $90 SO [redacted] DIDN'T GET THE COMMISSION. MANAGER [redacted] DID-I PAID FOR THE FURNITURE IN FULL AND TOLD MANAGER [redacted] TO LET SALESMAN [redacted] GET THE COMMISSION.MANAGER [redacted] TOLD ME MY TABLE SET WOULD BE IN JULY 30. THE STORE CALLED ME JULY 24 -THEY SAID MY TABLE SET WOULDN'T BE IN UNTIL SEPTEMBER THE 10-I SPOKE TO MANAGER [redacted]- HE TOLD ME MY FURNITURE WAS DISCONTINED-I ASKED IF I COULD BY THE FLOOR MODEL-MANAGER [redacted] SAID HE WOULD FIND OUT & SAID HE WOULD GIVE ME A 25% DISCOUNT-JULY 25 ANOTHER MANAGER TOLD ME [redacted] WAS WRONG AND THAT I DIDN'T PAY THE FULL AMOUNT ON THE TABLE SET

Product_Or_Service: JUNE 2 2013

Order_Number: XXXXXXX

Account_Number: XXXXXXX

Desired Settlement: THIS TABLE SET IS A PRESENT FOR MY WIFE-I WANT THE TABLE SET-BUT I DON'T WaNT TO WAIT UNTIL SEPtEMBER THE 10 TO RECEIVE IT-I WANT THOSE IN POWER ( MANAGERS) TO BE HELD ACCOUNTABLE FOR THEIR INCOMPETENCE-BY THE WAY I CALLED THE CORPORATE OFFICES TWICE X-XXX-XXX-XXXX & NEVER GOT PHONE CALL- I NEED HELP

Business

Response:

Business Response /* (1000, 5, 2013/07/30) */

Good Morning Mr. [redacted],

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

Placing a deposit on an order does not reserve the item until the order has been paid in full and scheduled for delivery or pick up.

The tables are still part of our current inventory however, our next expected scheduled replenishment is the week of 9/7/13.

I am pleased to learn that you have been able to resolve this issue with the office manager, [redacted]; The floor model tables were discounted 25%, so that you may take immediate delivery.

Your business is appreciated and we apologize for any and all inconvenience we have caused. I have shared your experience with our district and store manager to ensure that proper communication is being relayed to the Consumer.