Bob's Discount Furniture

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

For Revdex.com information.

Business

Response:

Good Morning

Revdex.com,

I am so

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

imagine how frustrating this has been for our customer and completely

understand their position at this point.

As a retail

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

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

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

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

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

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

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

to the latter part of February.

Again I

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

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

disappoint our customer. Sadly the

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

in making this customer’s delivery.

Kind Regards,

Tracy ** S[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: bought recliner sofa with extra no haggle warranty had sofa months and the coushings are sinking badly they sent someboby out to check the sofa and he totaly agreed that the sofa was bad he said somebody will contact us in a few days we waited a week and had to call them and they said the person that came out said it was ware the sofa coushings were sinking a month after I purchase it the extended warranty I purchase was for years no hassle warranty they said if it cant be fix they would give me a new one we been calling them every day for a week they are ignoring me how can they call them selfs a business I bought other furniture from them beforeDesired Settlement: would like replacement or repaired asap
Business
Response:
Good Afternoon Revdex.com,
We have contacted this customer today (10.07.2014) and
advised that we will offer an even exchange on this itemWe are very sorry for
any frustration that this matter has caused our customer and we assure our
customer that providing satisfaction to our valued consumers is our top priority
Please ask the customer to contact our Customer Care Offices
at ###-###-#### (Mon-Sat 6:30am -8:00pm) to schedule a delivery date for this
exchange
Kind
Regards,
Bobs Discount
Furniture
Customer
Care Corporate Liaison
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me
Sincerely,

Review: I purchased a [redacted] gel memory foam mattress on 7/14/2015. Delivery of the mattress and box spring was on 7/31, and since it could not be set up the plastic coverings were left on; the frame which I purchased was delivered on 8/1, at which time the delivery people removed the plastic and set up the bed. A short time after they left I went into the bedroom to put sheets, etc. on and noticed that there was a very strong odor which at the time smelled like rubbing alcohol. I called the customer service line and reported the odor; the customer service person with whom I spoke indicated that perhaps it was because it had been wrapped in plastic and that the odor should dissipate; I agreed and indicated that I also had a fan on in the room. He also indicated that if it didn't dissipate they would arrange to have it exchanged. Three days later, on August 4th the smell was still there, tho admittedly slightly less, and I made up the bed. I went to bed at 10:30 that night and awoke at 1:30 in the morning with a sore throat and feeling slightly nauseous. It was then that I did a bit of research on gel memory foam and found the term "off gassing". THERE HAD BEEN NO MENTION TO ME BY THE SALESMAN THAT I SHOULD EXPECT ANY ODOR. EVEN THOUGH THEIR SALES AGREEMENT HAS THE CUSTOMER SIGN TO INDICATE THEY HAD BEEN TOLD "TO EXPECT UP TO A 30 DAY BREAK-IN/ADJUSTMENT PERIOD". A break-in/adjustment period does not to me, nor would I expect to most thinking individuals, mean that I should expect to either 1/be inhaling fumes all night, or 2/sleep in another bed. As I have no other bed I have been sleeping in a chair in my living room. Try it - it doesn't make for a good nights sleep. I called customer service on 8/5 and requested that the mattress and box spring be picked up; no, I was told - I could either have it exchanged or I'd have to wait for the 30 days to have it picked up. On 8/6, I again called customer service; the customer service rep with whom I spoke knew about the possibility of odors and why; however, when she checked to see if she could get an authorization to have the mattress and box spring picked up, she was able to give me only the 2 options I had gotten the day before -- exchange the mattress or wait 30 days. This is not acceptable. I was lied to by the salesman, considering that omission is a lie; he sold me the mattress without disclosure. Further, their sales "contract" is deceptive in that it apparently expects inhaling noxious odors to be considered part of a break-in/adjustment period. I am 68 years old and have no health issues. There is no way a business should be able to get away with taking peoples' money and sticking them with a product they didn't know they were getting. Should I have done research before? - maybe, but I had initially been looking at a pillow-top mattress; it was the salesman who steered me to the gel memory foam mattress, costing more. Until this bed is out of my home I am sleeping in the chair.Desired Settlement: I would expect that I wouldn't have to wait for 30 days to have the frame, mattress AND box spring picked up. I do not want an exchange of any kind from Bob's Discount Furniture. They are a terrible company to do business with - for all their smiles and tv ads and I WON'T do business with them. I expect a refund in full for the mattress, box spring, and frame. Since I paid a delivery fee for the privilege of being delivered an item whose considerable downside hadn't been disclosed to me, I don't expect to have to pay for them to pick it up. Caveat emptor is more than true when dealing with this company.

Business

Response:

Good Afternoon Billie,

I’m so sorry to learn of your extreme

disappoint with the mattress you purchased from us. As a furniture retailer we

certainly want to ensure that our customers are happy with and able to fully

utilize the merchandise they have purchased from us. I do understand your

frustrations with our Customer Care Department however in caring about you as

our customer we are troubled with where you will sleep when we remove a

mattress from your home without providing you with a new one that may fit your

preference concerns better. I assure you that it has always been our intention

to provide you with a mattress you’d love each and every night therefore by

offering you a reselection to a different mattress (perhaps the pillow top you

were originally interested in?) we have only your best interest in mind.

I acknowledge the reasons why you feel

that important information was withheld from you at the time of sale and having

been a sales person for Bobs myself I also understand what an exciting time this

can be for both parties. We encourage our sales professionals to build a

rapport with our valued customers and we trust our sales professionals to

judge, based on that rapport and the interests of our customer, the appropriate

information to be expressed. The fact remains that you are experiencing an

uncommon-extreme individual concern with a normality of this product type.

Communicating any negativity or points of distraction that may not matter at

all (and normally don’t on a very large scale) during an exciting sales

experience just isn’t in the customary operations agenda for most sales

professionals. I do see your side of this experience as the consumer in an

unfamiliar environment and pledge to you that we have taken the appropriate

steps to address this individual coaching concern as it is our continued goal

to remain as transparent and honest with our customers as we can.

Should you wish to move forward with

the pick up for refund I have entered the paperwork under your customer account

needed to remove and refund the cost of the mattress, foundation, and frame.

You paid a delivery fee for the purpose of Bobs Discount Furniture delivering

your selected items – this service was accomplished and remains separate from

your preference concern with the bedding. You may contact our Customer Care

Call Center at your convenience to have this pick up scheduled. Depending on

the date you select to have this product removed from your home it will take

2-3 business days for the product to return and be fully checked into our

warehouse. At that point (2-3 business days after the removal) you may contact

your retail location to get the funds fully processed back to your original

method of payment. As it is outlined (above) the process for removal and refund

from our systems is not the most ‘customer-friendly’ and leaves you without a

bed or funds towards a new bed for several days. Knowing this now, perhaps you

can relate to why we are more concerned with getting you a mattress you are

actually happy with then just pacifying your demand for refund?

If you’d like to reselect instead that

option is most certainly still available to you and we would encourage you to

take this route as we can remove the mattress you have and bring you a new

mattress on the same day causing you much less hassle and inconvenience. If you

would like to reselect to a different mattress we will waive the second

delivery fee that is normally associated with such a transaction (communicated

via our sales invoice) as a further form of apology to you.

Simply visit our showroom again to

make your new selection if you change your mind and I apologize again that you

feel so failed by our business. As of

right now your pending credit number is: [redacted] and

we look forward to hearing from you so that we can help you move forward in the

manner you choose from this concern.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I spoke with [redacted] at the customer service number this morning at 8:15 and have scheduled a pickup of the mattress, box spring, and frame on Thursday, August 13th. I agree that the original delivery fee still stands, but I authorize NO pickup charge for this mattress/box spring/mattress. I will contact the customer service line next week to assure that a credit is issued to the credit card to which the purchase was originally made. Credit which I should be issued is for the mattress/box spring/frame ($999 + $60 plus applicable sales taxes).

Sincerely,

Review: On or around August 14, 2015, I placed an online order with Bob's Discount Furniture for a sleeper sofa, entertainment unit and a coffee table with two end tables for the price of $2,109.30. That same day, I transferred funds from my savings into my checking (which the credit card I used is associated with that account) to cover the cost of same. On the same day, a representative of Bob's contacted my husband to schedule delivery for August 18, 2015. On August 17, 2015, Bob's deducted the sum of $2,109.30 from my account to cover said purchase. On August 18, 2015, I called the customer service number of Bob's to inquire as to when my delivery would arrive and was told the order was rejected, contrary to the fact that Bob's took the money from the account and the account had sufficient funds to cover said order. I was also told that they could not help me, as the Salem NH store was handling the order and they were not open until 10 a.m., which is well beyond the time I start work.Desired Settlement: Either deliver my furniture as ordered or completely refund my money.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies for

any confusion we caused to our customer during the initial time of purchase.

Our records indicate that our retail location re entered this sales order on

8.18.2015 and the merchandise associated was successfully delivered to our

customer on 8.21.2015.

At this time we consider this concern

resolved; if the customer is seeking additional help for a different concern please

ask them to respond to us and we will be happy to assist.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: In Aug 2012 we bought a couch and loveseat set and table from Bob's Discount Furniture in [redacted], spending over $1k. The set was exactly what we were looking for and when we were completing the purchase, the salesman asked if we wanted to purchase Bob's [redacted]. He explained that the [redacted] was an extension of the 1 year warranty for the set and would cover all problems except for damage by pets for 5 years after the delivery date, including up to 1 full replacement of each piece should the need arise. He even joked that after 4 1/2 years, we should take a baseball bat to the couch to get a new one since damage was covered. We agreed to buy it and were happy to know that our set would be covered. Now, almost 3 years later, while our table still looks great, our couches look awful. The cushions are hardly recognizable - all of the fillings have disintegrated resulting in separation between the cushions and all 8 of them are lumpy and sagging. In addition to that, the 6 throw pillows that came with the set are completely flat. While we were extremely disappointed that the couch wasn't holding up well after only 3 years, we assumed it was just natural wear and tear. Last month, we needed a new dresser and immediately though to go back to Bob's. We found one and once again, the salesman offered us the [redacted]. He explained the coverage and we told him that we already knew about it as we had purchased it 3 years before, so we agreed to buy it again. Once again, he mentioned that it over all non-pet stains, damage, and defects. As we were talking to him, we told him about the condition of our couches and he told us that it didn't sound like normal wear and tear, but a possibly defect in the set. He advised us to call the [redacted] number and report the problem and said that a technician would come over to write a report and address any problems. We called the next day and my husband took a day off of work to wait for the tech. He looked at the couch for a few minutes and immediately said that they shouldn't look like this and are absolutely defective and unrepairable. He noted that there was a problem with the casing of the couches. While there, he tried to call Bob's to report his findings, but couldn't get anyone on the phone. As he was running behind for the day, he told my husband he would call from the road and someone from Bob's would contact us ASAP. No one ever called us. My husband finally called and the customer service he received was APPALLING. The woman he spoke to looked up the tech's report and acknowledged that he said they were defective. She said that since it was outside of the year warranty, so all they could offer was the opportunity to buy replacement cushions at $50 a piece (so $400 total - the defective couch set was $799 when we bought it). My husband explained that we had the [redacted] so the cushions should be covered. But again, the woman said we weren't covered - she said that our [redacted] only covered stains. He explained that it was sold to us on the basis that it covered any damage or stains. But she said that Bob's didn't begin to sell the current [redacted] until April 2013 - coincidence that the [redacted] changed shortly after the [redacted] we are currently trying to apply. My husband was angry that we couldn't apply what we definitely purchased so he asked to speak to a manager. The woman couldn't get a hold of a team leader so she scheduled a callback within 24-48 hours. Over 96 hours later, he finally got a call back - and the team leader provided no additional help. After my husband again explained how the [redacted] was sold to us in 2012 and what we were told it covered. The leader said it didn't apply and repeatedly tried to sell us the replacement cushions. My husband asked why the company sent a tech to our apartment if we weren't covered and the team leader couldn't explain why. My husband asked to speak to someone else and was told that there was no one else. She said that there was nothing Bob's could do. We are extremely frustrated and disappointed with what has transpired. We spent extra money to purchase the [redacted] so we wouldn't have to deal with this kind of situation. If we had been told that the [redacted] only covered stains and not damage, we wouldn't have purchased it. The fact that w were told that, if need be, the furniture would be completely replaced once is what sold us on the [redacted]. We bought it due to that insurance. The team leader repeatedly said that there was nothing Bob's could do for us. That's simply not true - they CAN honor the [redacted] that was sold to us and replace the defective cushions (clearly they're available as they tried to sell them to us at a ridiculous price). What's true is that Bob's is simply choosing not to honor the [redacted] they sold us. This is completely dishonest and unacceptable.Desired Settlement: We purchased the [redacted] for our couch and loveseat set based on the fact that it covered any non-pet damage/stains - and even one replacement. That's what the salesman explained to us and what convinced us to buy it. We just want the [redacted] that we bought honored, especially as our couch is shown to be defective. We just want the [redacted] that we purchased, especially as we've been loyal, returning customers.

Business

Response:

Good Afternoon [redacted],

I’m sorry to learn of your disappointment and the

concerns you are having with your merchandise. I assure you that Bobs Discount

Furniture cares very much to resolve our customer’s concerns while maintaining their

trust in out business.

While I certainly understand what you allege to have

occurred at the time of sale nearly three years ago, the protection plan you

purchased in 2012 did not extended the manufacturing warranty directly thru

Bobs Discount Furniture. The initial technician was sent out to your home as a

courtesy to see what we may have been able to repair for you at no charge on a

best effort basis. Bobs is happy to see how we may able to assist you further

as a courtesy outside of any warranty period associated with your

item/purchase.

Our records indicate that the merchandise with concern

is heavily soiled with multiple spots of staining. I checked thru our log of

technician photos and regretfully I am unable to locate the pictures our

technician may have taken from your home. Understandably and in accordance with

most every protection plan in the marketplace it is reasonable for a retailer

to expect that the merchandise covered be kept in good condition overall prior

to a claim be filed with the insurance purchased.

To move forward I ask that you please attach photos of

your items to your next Revdex.com response so we can continue to mediate your concern

within the channel you have selected to open.

-Minimum 4 Photos of the Sofa &

Loveseat:

- 1 Picture that clearly shows the entire facing surface (seats, inside backs,

arms) of the sofa & loveseat

- 1 Picture that clearly shows the entire back surface (seats, outside backs)

of the sofa sectional (OR the side angle depending on how furniture is located

in home)

-1

Picture of a close view of loveseat

-1

Picture of a close view of sofa

We will review these photos and respond

with what courtesy option for resolution we have to offer this customer.

Sincerely,

Stephanie G.

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: On Saturday 8/29/15 I made a $2400 purchase at Bobs Discount Furniture located at [redacted]. I purchased a $900 mattress a headboad and footboard set and a power recliner. I was told the delivery would arrive 9/4/15. Due to lack of space, on 8/3/15 I called to have the recliner removed from the order and I was told I would receive a confirmation email of the change and was assured I would receive everything else as planned. Neither me or my wife received an email so she called today (9/4/15) where they informwd her nothing was changed on their end so she had the couch then removed. My wife took off work and I left work early to be available for the delivery as well as have been tracking our delivery which originally said between 12:30pm-1:45pm and kept pushing back by the hour. At 7:30pm my wife called the delivery service who indicated to us that we will not receive a delivery because WE made a last minute change and WE chose to reschedule. At this time I call Bobs and a very rude associate by the name of [redacted] stated I dont know what to tell you, if you wanna cancel it you can. I have dismantled my bed awaiting arrival of the replacement and now I have no bed to sleep on until I find a bed. For what they advertise I would rather spend my money elsewhere if once they receive their money we get the runaround followed by lack of concern for a screw up im not responsible for but am being treated like I dont matter. I am affiliated with programs in [redacted] finding affordable furniture for individuals and families who cannot afford furniture for their home or apartment. With no rectification of this dilemma to my personal purchase , this has damaged any urge I might have to affiliate Bobs furniture with my program.Desired Settlement: I would like to be contacted by Bobs Furniture LLC main/Corporate and I would like to have the delivery charge refunded due to the fact I didnt receive my delivery and now I am out of a bed for the next 5days

Business

Response:

Good Morning [redacted],

My name is Stephanie G[redacted] and I work for Bobs Discount

Furniture as a Corporate Customer Care Liaison. The Revdex.com is a

valuable media channel for both customers and businesses alike. I am so sorry

that we put you in a position where you felt necessary to escalate your concern

thru this mediation channel, as is this channel remains transparent to the

public for viewing of concern and business response – please consider this your

initial contact from Bobs Discount Furniture Corporate Offices. Should you

prefer a direct communication after

your concern has been closed as resolved you are welcome to email me directly

at [redacted]

.

I further apologize that your order was at all manipulated beyond

a point you cite to have not agreed to. I find it disturbing that your concern

was initially met with any lack of care and I am so thankful that you gave us a

chance to deliver you the new bedding set you initially selected.

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 delivery 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. 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. Should the you wish not to provide us with another opportunity to

deliver merchandise we can understand the reasons why in this scenario and respectfully

mention that we have several cash and carry items that can be taken from our showrooms

or pit locations as our free gift of apology with use of a gift card.

I have outlined two compensation offers below for your review:

please respond with which one will suit you best in moving forward.

Option #1:

We will refund ½ of the delivery fee paid to the financing account

used and provide the other ½ in the form of a Bobs Discount Furniture Gift

Card.

Or

Option #2:

We will provide a Bobs Discount Furniture Gift Card for the amount

of the delivery fee paid ($129.99).

Please note: In the event of

acceptance the Bobs Gift Card will be processed and mailed to the account holder at:

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 receiving a partial refund towards the finance and the remainder on a Bobs gift card is satisfactory to me.

Sincerely,

Review: We have had 2 different defective Vibrance queen mattress sets ([redacted]) over the course of the last 2 months and can honestly say we have not had a good night’s sleep since they were delivered. I do not understand how you can sell defective products and not provide full refunds for the items purchased including the "Goof Proof" mattress cover I purchased as I was told I needed it for the warranty to be in place. I feel that I am entitled to the full refund for the goof proof bed protector. I would not have bought this bed protector if I didn’t buy the mattress and have no use for it now. When the pickup team picked up the defective mattress/boxspring last week, they had the cover on it. It is now torn and dirty. You took the "used" mattress and I feel you should credit me the $99.00 for the mattress protector. I did what was asked when we purchased the mattress and were sold 2 defective mattresses. I wonder if they were used and not new when they sold them to me. It's hard to believe that 2 mattress sets would be defective.Desired Settlement: I want a full credit of $99 for the goof proof mattress protector. I did what was asked when we purchased the mattress and were sold 2 defective mattresses. I wonder if they were used and not new when they sold them to me. It's hard to believe that 2 mattress sets would be defective.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the multiple

bedding concerns and the inconvenience this has caused to our customer. We do

not blame the customer for being very upset with us and in lieu of the poor

experience overall we have made the executive decision to refund the price paid

for the bed protector.

While I understand our customer’s negative perception,

having been thru such an ordeal with this bedding, Bobs Discount Furniture does

not deliver used product under the pretense that it is new merchandise. Bedding

today is built on an assembly line in a fast paced manufacturing facility and

while it is rare, it is entirely possible that the items delivered were built

incorrectly or with poor workmanship at the manufacturer’s facility.

If I understand the customer’s posting correctly it advises

that our delivery team took back the protector with them, if I do not

understand this post correctly then please convey to the customer that they may

keep the bed protector purchased and we will still offer to refund the purchase

price due to all the concerns caused. The mattress protector carries an extreme

value for any bed its used with, while we are able to allow the customer to

keep the mattress protector please note that in accepting the purchase price

refund this specific mattress protector is no longer eligible for any of its

associated warranty benefits thru Bobs Discount Furniture.

I have created the appropriate paperwork needed for the

refund and the most efficient manner in which this can be processed back to the

customer is by the customer making contact with their retail location.

I have left the directions below for the customer to follow

and apologize again for the concerns they have experienced as a result of our

failures.

Review: I ordered an "in stock" sofa over a month ago that was paid for up front and to be delivered on Oct. 30th, and now I keep getting a new phone call each week from the headquarters with a new Delivery Date a week away. We are now up to Nov. 23rd and counting from the latest date. I either need a sofa delivered this Saturday first thing in the morning or a full refund on my credit card and the loss of a Bob's Stores customer is guaranteed.Desired Settlement: Either this sofa will be delivered to me this Saturday morning or I would like my money credited back to my account to explore an additional furniture store for a quick and convenient delivery.

Business

Response:

Good Morning

Revdex.com,

I am so

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

imagine how frustrating this has been for our customer and completely

understand their position at this point.

As a

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

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

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

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

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

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

we have disclosed the merchandise will not be made available to us to deliver

to the customer prior to the latter part of November.

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 item the customer initially

purchased with the understanding that the tentative stock date would be on or

about 11.23.2015 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.

Please

note – This sales order remains unscheduled at this time as our records

indicate we were told by a “Vivian” to leave it that way on 11.09.2015.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution of "a cancelation and full refund of the customer’s order" is satisfactory to me.

Review: Original compliant #[redacted] 11/28/15 – purchased 8 items totaling $3,337.02 Standard Order #[redacted] Of this amount, $229.99 was delivery costs. Our first visit to the store was approximately 2 weeks prior, with sales person [redacted], who mentioned that “90% of the items are on site” and both [redacted] who completed the order on 11/28, told us Bobs has “guaranteed delivery dates”. Only after running my credit to approve for the Bobs financing, were we told the items were on back order. However, the “guaranteed dates” as promised by the store representatives, were 12/15/15 for 6 items, 12/19/2015 for a “Shimmer Rug” and “Middle of January” for a Montibello Pearl Kitchen Island. The purchase order has the dates clearly marked under the “Delivery Date” column. 11/28/15 – responding to my question regarding guaranteed delivery date, sales rep Alicia Thompson told my wife and I that the last item did not have a date populated, because the system only populates the date once the delivery is confirmed and scheduled, but the estimated middle of January is guaranteed. Alicia also said she would check every day as she does for all her customers and call us daily. That was the last time my wife and I would hear from Alicia. 12/15/15 – Delivery for the 6 items arrived as promised on the bill of sale order. However, one of the dining set chairs was the wrong item, the table top of the dining room table arrived damaged, and the recliner backs appeared to be in loose or unstable condition. 12/19/15 – no delivery of the Shimmer Rug, as promised on the bill of sale order. 12/30/15 – Inspector arrived and confirmed damage of the table top of the dining room table, and tightened the back of one of the recliners. The inspector then phoned in the service order for the dining room table and I was told at that time Bob’s would contact me to arrange a date for a new table. No one contacted me about the dining room table. Still, no one had contacted me about where my 12/19/15 delivery of the Shimmer rug was. 1/3/16 – [redacted] of the [redacted]tore left a voicemail message at 2:05 pm on my cell and her exact words were “we can go ahead and schedule delivery of the merchandise you’ve been waiting for, first available was Tues 1/26.” 1/3/16 – Call back to the [redacted]tore, and was told the earliest date for the Shimmer Rug, which was promised 12/19/15, was 1/26/15; was then told that the other item, the Montibello Pearl Kitchen Island, which was promised middle of January (and would also be available on 1/26/16 per [redacted] on my voicemail), was now unavailable until the “Middle of March” 2016; in one mere hour the delivery date was changed by 2 months, pushing back the delivery date to 4 months past date of purchase and, most disturbingly, nowhere near the “guaranteed delivery date”. My purchase was only decided by this (perceived) good-faith bargaining tactic, which became a lie, and then a fraudulent business practice. 1/3/16 – Called the customer care ###-###-#### phone number and formally requested either: (a) Kitchen Island delivered on 1/26; (b) Kitchen Island delivered NO LATER THAN Mid-March but if so, then we receive the item for free due to broken “guarantee delivery date” promise, or (c) All items in the home are returned immediately to Bob’s at Bob’s delivery and expense, remaining 2 items are cancelled, and $0 is billed to me for any and all services/fees/delivery etc. etc. 1/4/16 – Got tired of waiting for a call back, filing a formal complaint to Revdex.com This is downright fraud- we committed to spending $3300 and change because of the direct promises of the Bobs sales staff. What’s worse is that 4/6 times I have called the [redacted] the people handling the call were completely indifferent to my displeasure- as if they could care less now that they got the bulk of my money commitment. Left with no recourse, I appeal to the Revdex.com, the one organization that protects consumers, to remedy my situation according to my request above, and repeated here below: Either: (a) Kitchen Island delivered on 1/26 (b) Kitchen Island delivered NO LATER THAN Mid-March but if so, then we receive the item for free due to broken “guarantee delivery date” promise (c) All items in the home are returned immediately to Bob’s at Bob’s delivery and expense, remaining 2 items are cancelled, and $0 is billed to me for any and all services/fees/delivery etc. etc. Thank you.

MESSAGE FROM BUSINESS:

Good Morning Revdex.com,

Please pass on our sincerest apologies to our customer, we absolutely acknowledge our customer’s frustrations with us and take responsibility for the lack of care they feel their concerns have been addressed with.

We have interacted directly with this customer since their Revdex.com posting, the current account information I can locate reflects the following:

The incorrectly delivered dining room item concern was resolved on 12.22.2015.

The paperwork to have the damaged table top replaced was arranged on the same date of the service call (12.30.2015) however it remains unscheduled for delivery and on a ‘waiting on customer’ status.

As availability for delivery dates are based on sales happening in this customer’s area in real time today we ask that the customer contact us directly to receive the available dates of delivery we have for this table to. We are currently unable to accommodate delivering it on the same day the rug is currently scheduled for.

The rug is scheduled for delivery on 1.26.2016.

During our conversation with the customer on 1.7.2016 our records indicate that the customer advised us that they would continue to put reviews up about our organization unless we agreed to one of their requests. In response to these requests we advised the customer that regretfully 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.

We did offer the customer an immediate compensation accommodation ($229.99 refund of delivery fee paid), which the customer accepted with the understanding that they would wait for the kitchen island to come in for delivery. We did also offer to work above the policies stated on our sales invoice and remove the dining room furniture for a refund should the customer be unable to wait for the island to become available; however the customer’s account reflects that they happily chose the accommodation compensation offer from us on 1.07.2016 and this refund has been processed to the financing account used for this purchase.

Please know the customer is still able to cancel the kitchen island at anytime and receive a refund (as stated on their sales invoice) and we have proactively worked above and beyond in an effort to make any communication failures and/or product concerns right by this individual customer.

At this time the exchange for the table top remains opened and unscheduled and we look forward to speaking with the customer directly to get this delivery scheduled. We apologize again for any unintended inconvenience the wait time on the kitchen island continues to cause our customer and pledge to them that we remain just as disappointed as they are that we have not been able to fulfil their entire order.

1/8/16 – refund processed of ($229.99)

On or about 1/11/16 - Called main office, was told by a nice representative not to worry, it was just a correction on their end and that the bill would be adjusted to show the credit.

1/24/16 – Charged BACK TO my account $229.99

2/8/16 - Final billing reflects the original purchase amount with the discount given, and then stolen back by the business with no notification.Desired Settlement: Please carefully read the text- I filed a complaint, the business responded with their apology and offer for resolution, I accepted, they credited back the $229.99, almost as soon as I took the compliant down they charged my account back. How is this not theft? How is this allowed to happen? As soon as they got the furniture in my home, which prevented me from cancelling the order, they charged me back the promised refund. I want the entire amount of my order refunded completely for this flagrant dishonest attempt to lie, cheat and steal from me.

Business

Response:

Good Morning Revdex.com,

Our records

show no indication of any “debit” made by us to this customer’s financing

account. Can you please ask the customer to submit the documentation they have

referenced to the Revdex.com showing that our company debited their financing account

after the credit we sent back on 1.07.2016?

At this time I

have located the commentary from our agent that the customer also referenced in

their posting and it leads me to believe that the customer is experiencing confusion

based on how Wells Fargo sets up their billing statement. Please see below as

the agent illustrates communicating that the original charge is probably still

listed along with the credit we sent back:

1-29-16 944a - spw cust [redacted] states he is looking at his

statement online for WF and there is a charge for the del fee after the credit

was submitted. asked cust to look at the rest of the charges to see if there

was another del fee charged. he does not see another one. advised this may be

to offset the credit to show that this was charged to him and the credit to

offset that del fee. cust will wait till everything is delivered to confirm

that all amounts are correct. [redacted]

Above Comments Added By [redacted] On 01/29/2016 at 09:46

We are happy to research this further once we are provided evidence

from the customer, as of now we show only the credit we sent back and dispute

that we made any additional debit to this person’s [redacted]

Consumer

Response:

OK I feel really really stupid and sincerely apologize as apparently I cannot do math - Bob's is correct and they did not "steal" anything from me.

Review: RECEIVED INITIAL DELIVERY ON 02/15 OF DAMAGED ITEMS. PROMISED REPLACEMENTS NEXT DAY. NO DELIIVERY, NO PHONE CALL. I HAVE TO CALL THE CARE CENTER AT END OF BUSINESS TO FIND OUT THAT I AM NOT SCHYEDULED FOR ANOTHER 2 DAYS. NO ACCEPTABLE BECUASE I HAVE BED PARTS AND PIECES ON THE FLOOR IN A BEDROOM OF 7 AND 8 YR OLD BOYS. ESCALATED CALL AND WAS PROMISED DELIVERY ON 01/17, FIRT STOP. IT IS NOW 10:00 AM AND NO DELIVERY. SO AGAIN I HAVE TO CALL TO CHECK THE STATUS. NO DELIVERY AGAIN TODAY, SCHEDULED FOR THE 18!! MY NBOY ARE SLEEPING WITH THEIR OLDER SISTER ON A TWIN SIZE DAY BED BECAUSE THEY HAVE NOWHERE TO SLEEP!!! FOR THREE DAYS NOW!!!Desired Settlement: I NEED THE DAMAGED ITEM DELIVERED ASAP. I WILL ALSO BE EXPECTING COMPENSATION FOIR THE COMPLETE LACK OF CONSIDERATION OR INFORMATION

Business

Response:

Good Afternoon Revdex.com-

I received [redacted] information through another

outlet, we have already been in contact, she has had her delivery and we have

offered compensation, which she has accepted.

Kind Regards,

Tracy S[redacted]

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not fully satisfactory to me but has been accepted for reasons beyond my control.

Sincerely,

Cecillia D[redacted]

Review: I have had the furniture for five weeks and the loveseat springs have broken thru. Company refuses to refund.

Seat springs have broken thru, I was sold a warranty that said stains were covered and when I called I was told over the phone they were not. Customer service is playing games with scheduling service techs. I was told I would recieve a call prior to arrival. Took the day off from work and all I got was a message on my cell phone that they were at my door and I wasnt home. Called customer service back and the girl assured me that they would call me and give me an idea when they would be back. got a call two hours later saying thay were at my door and no one was home. Called customer service again and was told by a different person that they do not call ahead on a re-schedule and that I should have waited at home. The furniture is definitly defective and the service is horrible.Desired Settlement: I would like a complete refund and the furniture removed from my house.

Business

Response:

Business Response /* (1000, 5, 2013/03/29) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I apologize you are experiencing issues with the furniture, shortly after delivery.

In order for us to explore the option of a refund, we will need to reschedule the service appointment or you may submit pictures of the described damage as well a picture of the overall condition of the sofa. If the damage is found to be the direct result of a defect, we will allow a return of the defective item. If there is a combination of a defect and customer caused damage, we will deduct a portion of any credit you may be offered.

In regard to your previous service appointment, because you were the first stop of the day we do not offer call ahead service however, you should have received an automated call 1-2 prior to the service appointment to confirm the estimated 2 hour time frame; I apologize if you did not receive this call. When we reroute an appointment for later in the day, it may be difficult to offer an estimated time frame.

Pictures can be submitted to, [redacted].com or you may contact customer care at X-XXX-XXX-XXXX to reschedule the service appointment.

Consumer Response /* (3000, 7, 2013/04/02) */

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

the only settlement I will accept is that the company removes the defective furniture from my house and refunds my credit card. After 5 weeks the furniture is falling apart. I can not afford to take another day off from work. I also want a refund for the "Goof Proof" warranty I was sold. If the company would like to replace the sofa and love seat with better quality furniture I would consider it. They can inspect the defective furniture when they deliver the new stuff. I can not take another day off from work

Business Response /* (4000, 9, 2013/04/08) */

The merchandise is scheduled to be picked up for a refund on, 4/11/13. A refund in the amount of $1085.15 will be credited to your MasterCard however, you will need to provide your credit card information to the store to complete the refund process.

Consumer Response /* (4200, 11, 2013/04/09) */

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

THE FURNITURE IS SCHEDULED TO BE PICKED UP AND I HAVE SUPPLIED THE COMPANY WITH MY CREDIT CARD INFO. I WILL BE SATISFIED ONLY AFTER THE FURNITURE IS PICKED UP AND MY CREDIT CARD CREDITED IN THE AMOUNT OF $1085.15

Review: I was delivered a new bedroom set about 2 weeks ago. When I recieved it the chest was damaged and my bed was damaged. The chest had water damage. The bed slats broke twice within the first week. I called to let the store know, they stated that someone will come out this Friday to look at the damage. Last night as I was sleeping another slat broke. I can not sleep on my bed because of the damage. I called the location today and they stated that it was not covered under the warranty. I asked if I could just return the whole bedroom set because I do not like the quality of what I am paying for. They would not let me return it or speak with someone so I could handle this matter. I am very dissatisfied. The manager I spoke with stated that I could return the set but I would still have to pay for it in whole. I am not happu with there customer service or how they handled the situation. I want my bedroom set returned and I do not want to ever do business with them again. I do not want any money back I just want to end the contract. They have signs posted in the store that state I have 30 days to return the set but they said that does not pertain to me?

Product_Or_Service: Twilight Bedroom Group

Desired Settlement: I want my bedroom set returned and I want my contract ended.

Business

Response:

Business Response /* (1000, 5, 2013/03/26) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I apologize the bed has failed to provide the support and/or quality expected.

Your satisfaction is our goal. I am pleased to learn that customer service agreed to honor your request for a refund of the bed, although we would have preferred the opportunity to assist you in choosing a different style bed.

Your business is greatly appreciated and we apologize for the inconvenience we have caused.

Review: False advertisement. This lady [redacted] that works for Rac acceptance department did not acknowledge my husband and I that the contract we were to sign was for leasing. She said that we could purchase the couch within 6mths so we made the payment of more than the couch is worth within the 6mths and they said that we still owe them money. My husband and I went there to speak with them and again they said well the money that you paid was placed into some suspense account which we were told of before even when we signed the contract and the contract itself doesn't say anything about the suspense account. However, the money that they put in the suspense was being taxed and every time they take that money to pay for our furniture they tax it again. So it's been almost a year now, we always pay our bills and expect the balance to go down but it's not happening. Finally today my husband called them to ask them how much do we owe them so that we can pay it off, this lady said we still owe them almost $1100 even tho we made a deposit of almost $400 and once we paid them $300 and we also paid them $600 but the couch price was only $1400 after taxes. These people are really false even we went there she didn't tell us that we were going to lease. She said that we were buying but today she said that leasing and buying is the same thing. I recorded our call and I told her that I was going to report them to the business bureau. I asked her to give their business license number she wouldn't give it to me. I have all the receipts and contract and everything that they gave us from day 1. Sincerely [redacted] and [redacted]Thank you!

Product_Or_Service: Furniture: couch and table

Desired Settlement: At this point we just want our money back. My husband told her to send their people to come get their couch back it's in the same condition since we received it. We called them to come fix the table's wheel they never came. We called them about 3 times to come fix it, they never showed up. So, they can come get their merchandise and give us our money back to the fullest. Because, what we've paid them its more than the couch price itself.

Business

Response:

Business Response /* (1000, 5, 2013/04/22) */

Good Morning [redacted],

I spoke with [redacted], the manager of the RAC acceptance office and she explained the lease to own rental contract. Since Rac acceptance and Bob's Discount Furniture are two separate companies I am unable to provide specific information regarding your lease terms.

RAC acceptance is a finance option for the Consumer looking to build credit or who does not have sufficient credit to be approved for bank finance. You are billed monthly to rent/lease the furniture and a small portion of the monthly payment is applied to the principle balance. Each month you given an early purchase option as well as detailed payment and transaction history. You opted to lease the furniture for 36 months therefore each month you paying a rental fee, which is why it does not appear that your overall balance is going down.

To resolve your issue you have the following options;

1) Return the furniture and forfeit any monies you have paid.

2) Accept the early purchase option.

3) Continue making monthly payments for an additional 26 months.

Please contact your RAC acceptance office for further assistance.

Review: My wife and I purchased a Bob-O-Pedic bed approximately 8 years ago. The bed comes with a protective cover (covers top and underside) that Bob's furnature places on the matteress. We also use another top mattress pad and sheets which are removed and washed weekly. We purchased a new bed frame and were moving the bed today, when we decided to remove the cover that Bob's places on the mattress. To our dismay we found that the entire underside of the bed is covered in black mold. I feel that this is directly related to the cover that Bob's places on their mattresses. While they are cloth on top the bottom, where the mold is forming is rubber, which traps moisture and promotes mold. My wife has been sick with allergies and nasel infections that we feel are directly related to the mold that has been growing on the underside of our bed for the last couple of years. We have had everything check, except the bed. After doing some research, I have found that there are multipule complaints from other consumers posted on line about the same issue. Bob's is directly causing this issue with using rubber backed protactive covers and not informing the public that this could cause mold or making any sort of statements about their consumers should remove this cover on a regular basis to allow air to get the underside of the mattress, preventing mold formation. We were even directly told by a Bob's employee, when we purchased the mattress that there was no need to flip the mattress.

Product_Or_Service: King Size Bob-O-Pedic

Desired Settlement: I would like either a refund or replacement. I would prefer the refund with the number of other complaints that I have read on line about their beds and mold issues. I would prefer not to own another Bob product.

Business

Response:

Business Response /* (1000, 5, 2013/04/29) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture; I have researched your account.

Mold generally occurs as a result of moisture or humidity. Based upon the 2006 date of delivery of your mattress we are unable to determine the environment and/or incident(s) in your home that could have caused the mold growth. A brand new mattress sold at Bob's Discount Furniture is vacuum sealed at the manufacturer location and is not unwrapped until it arrives into a customers home. The Bob-o-pedic mattress is one of our most commonly sold mattresses and we have not received any complaints that the rubber on the underside of the mattress is causing mold to produce. Your concerns are unrelated to a defect therefore, we are unable to replace the mattress or offer a full refund.

We empathize with the situation at hand and we encourage you to contact a professional cleaning company to address your mold concerns.

Review: Good morning:My name is [redacted] and in Dec 2012 we were blessed with our first home. To furnish our new house we selected Bob's furniture as the retail store (lowell, ma) and in Jan 2012 we aquire a very popular in their advertisements sectional sofa, dark brown cloth. At the time of the purchase the sales people were very interested that we choose the 5 year protection plan and they even gave us a pamphlet that contained covers and non covered sections in case of an event.Well yesterday in the mist of an accident our pet rabbit was lose from its cage and rip the cloth from the sectional on one of the corners.Looking at the pamphlet and seeing that it clearly states rips, tears cuts and puntures I called the store. They refered me to a 3rd party insurance partner called Guardian which after placing me on hold for about 30 minutes decided to deny my claim with a fine print of pets damages not covered. I believe this is false advertisement and I am entitled to get my sofa replaced.

Product_Or_Service: Sofa

Order_Number: XXXXXXX

Account_Number: CUST# XXXXXXX

Desired Settlement: As I am not the only person that has complaint about their service I am requesting my sofa to be repaired to its original state or replaced. We are not asking for unreasonable request but for what we paid for. Sincerily [redacted]

Business

Response:

Business Response /* (1000, 5, 2013/05/23) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have reviewed the details of the Guardian/goof proof plan.

Goof proof provides coverage against most in home accidental damage including rips and tears as well as damage resulting from pet/animal bodily fluids however, as specified in the detailed goof proof packet, damage resulting from the teeth, beak or claws of an pet/animal is not covered.

The goof proof plan although sold by Bob's Discount Furniture is a contract held between you and Guardian (goof proof). Bob's Discount Furniture does not have the ability to overturn a denied claim. As a courtesy we can order a replacement seat casing or you can familiarize yourself with the detailed goof proof plan and determine if it suits your family needs, if it does not we can cancel the plan and issue a refund. If necessary I will email or mail you a copy of the detailed plan.

Review: My wife purchased online their product, which quite frankly lacked description in its totality as far as structure. What's more upon numerous calls to their corporate offices they were nonchalant and dismissive, "I'll call you back" was how I was responded to. Furthermore they were argumentative as to what was on their website said. The whole thing was a box spring. No where during our purchase or conversation did they mention or assist in this situation. Someone should check them, they as a big company are robbing the poor.

Product_Or_Service: bed and dresser

Account_Number: bob od doodle

Desired Settlement: My daughter would not be sleeping on a mattress on the floor. My wife purchased their bed online their contractors did not help. I've had to call a million times. Stop stealing from the consumer.

Business

Response:

Business Response /* (1000, 5, 2013/05/24) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I apologize if you misunderstood the items included in the "bob-o-doodle" bedroom set you selected.

Your overall satisfaction with the merchandise and service we offer is our goal. The on-line packages for the selected bedroom set are very clear and each package specifically identifies the included items. According to comments on your account you were under the impression that the purchase of the bed included a boxspring/foundation however, on-line we identify a bed as consisting of a headboard, footboard and 2 side rails. Ultimately you canceled the furniture order for a refund.

I apologize if the service and followup you received regarding your concerns was sub par and I have shared your experience with store, delivery and customer care management teams to explore ways to improve the customer experience. We value your satisfaction and business, if you are interested in reinstating the order and purchasing the boxspring we will apply a $25 gift card toward the purchase.

Review: I bought a mattress at Bob's the Pit in [redacted] on 9/18 we picked it up on the 19th, then not even 2 wks later it started to sink.I called them right away andthey said they couldn't do anything they said when you buy from the pit it is "as is" I have bought from the pit before never had this problem.I asked if they can just exchange it, but they would not even listen to what I had to say the kept saying Sorry thats our policy..I would think they would stand behind their product, but I guess not.I think that this is wrong people work hard to buy things and then only to buy a bad item and they won't do anything for it. Now I have to come up with money again to go buy another..just sad...very sad!!!their customer service is awful.His commercial says "if your not happy I want to know about it" but no management wanted nothing to do with us!! So its a lie!! False advertisement!!Desired Settlement: I would just like a new mattress

Business

Response:

Good Morning Ms. [redacted],

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

Bedding and all items sold in the pit are sold as is and can not be returned or exchanged. Our pit policy is provided on the bottom of your sales invoice as well posted on the walls of the pit.

Your business is appreciated however, we are unable to allow the exchange of your mattress.

Review: My daughter purchased a mattress on her own two months ago at Bob's Discount Furniture August 2013 and after she slept on it, found it defective. Retuned it to Bob's warehouse and selected a different style in the store. Original cost $424.34 but I had to pay $149. more for new one not knowing what she bought total $583.86. She signed paperwork but the store did not explain anything, they told her to just sign. She selected a different type. Picked it up at the warehouse yesterday, slept one night Monday 10-28-13. It was not the one she selected in the store, (wrong one- full mattress) the salesman made a mistake and punched up wrong numbers, different material and texture that she picked out. Very uncomfortable, mushy, and much thinner, impossible to sleep up all night. She went to Bob's today, 10-29-13 to return or credit it and they refused, talked to Customer Serv. NO CREDIT NO RETURN, refused all possibilities . They said she had to keep it. My daughter is over 40 yrs. has medical health issues and is on disability and cannot sleep on this mattress. NO bed to sleep on now. Asking for help. I'm very angry because they are taking advantage of my daughter who cannot make good decisions on her own.Desired Settlement: Talk to Bob's Discount Furniture and get a return on her money. My daughter is on disability , able to walk but health and mentally not able to make this decision on her own.

Business

Response:

Good Morning Ms. [redacted],

Thank you for choosing Bob’s Discount Furniture. I have researched your account and apologize that the bedding has failed to meet your comfort expectations. Bob’s Discount Furniture understands the importance of a good night’s rest and for that reason we offer a onetime comfort reselect. Our records indicate that you exhausted this option, two months after your initial purchase on, 10/28/13.

The new mattress you selected will not immediately feel like the one you tried in the store, as the mattress you have is brand new and will take to adjust and conform to your body and comfort level. The original mattress you purchased was firm but you then selected plush, which is much softer. Your business is appreciated however, we are unable to allow the return of the second set of bedding; In the event the mattress exhibits signs of a manufacturer defect, we will explore possible options for recourse.

Review: When I purchased my furniture I was quoted a price of 1642.28 and was told my monthly payment would be 148.00, I was told I would pay that until furniture was all paid off. I recently called Bob's and wanted to know why my payment still say 148, it should say 11.47, they told me I still owe 1140.00 andt that this was for 30 months and u should have been told that and the papers you were given should say that, I told her the only papers I was given was my receipt, when my furniture would be delivered and a pamphlet for the store, in this economy I cannot give away 1140.00 I can barely pay my bills as it is, I have fully paid what I purchased and this is wrong, the woman at Bob's told me I not the first and I won't be the last, can some one PLEASE contact me about this?Desired Settlement: I have paid for my furniture I have 11.47 left out of 1642.28 I want to pay that and move on

Business

Response:

Good

Morning Revdex.com,

I

have reached out to this customer via the telephone number provided. I have

left a voice mail message with my direct contact number in the hope I will hear

from the customer soon to discuss this concern.

Thank

You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: This complaint stems from a complete lack quality control, communication from customer service to the warehouse and untrained staff at the [redacted]... I had purchased furniture originally from Bobs almost 4-5 years ago... Furniture repair crews have come countless times to try to fix six to eight month old furniture that wears like its ten years old. I have reselected sets three times, each time spending more money to try and get better quality.... each time furniture broke and replacement parts were wrong or took almost a year to recieve, then leading to another reselection. Now I spend almost $3,000 on May 30,2013 on a high end set. One manual reclining chair was missing a bolt that a repairman found and repaired after my mother almost went backwards over the recliner almost causing injury. Another part of the sectional was delivered damaged (LAF Chair) and was just replaced today. As of today, I am still missing a power bob chair that I have lost three days of work waiting for and still the item has not yet made a delivery truck. I call customer service and was put on hold for over 25 minutes till I had to hang up because she could not tell me where my chair was. Countless calls to customer service and I still do not have a complete set in my house. I was charged 199$ usage fee for my last reselection in May, but now I have waited over 8 months for my set to be fixed, replaced , and completed and I am at witts end. I have been a very patient customer and whoever looks at this from Corporate please review my account and see how patient a customer I have been. I am only here becuse this is my last resort and I have no other means besides an all out small claims court process to resolve this matter.Desired Settlement: For all of this trouble and years of aggravation, I am seeking my chair to be delivered or I need to reselect another complete set... I should be refunded a usage fee since I am now waiting over 8 months for a complete set and was delivered a set with two damaged pieces that needed repair and replacement and one missing piece is still nowhere to be found by customer service. If corporate refuses to work with me on this I dont know how I could ever recommened Bobs Furniture to anyone ever again.

Business

Response:

Good

Afternoon Revdex.com,

I

have reached out to this customer on the phone number he provided in this

complaint and left my direct contact information. I am currently awaiting a

call back from him so I can rectify his concerns and earn his trust back in our

business.

Thank

You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison