Bob's Discount Furniture

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: 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 purchased a mattress and had it delivered today. When purchasing the mattress my girlfriend and I were told by the sales staff that the delivery fee we were paying was for delivery and haul away of our old mattress. We do not have a truck so having the haul away was a very important part of our decision to have it delivered. Upon arrival, the mattress was set up and then the movers informed us that the box spring was dirty and they could not take it and that the mattress was inside a plastic mattress cover so they could not take it. Upon removing the cover they said it too was dirty and they could not take it. I spoke with their supervisor and it was explained to me that I paid for delivery only and that haul away was strictly a courtesy and could be denied for any reason. No apology was given for their actions and that there was no way they could refund all or part of my delivery fee. I requested to speak with her supervisor and upon speaking with the supervisor’s supervisor they refused to so much as apologize for their sales team deceiving my girlfriend and I when we purchased the delivery service, much less, provide any restitution so that I can rent a truck to dispose of my mattress. I remained parked in front of their delivery truck while on the phone with them and was told that they were contacting the POLICE because I would not move my vehicle from my own driveway. The staff at Bob’s would rather waste the time of our law enforcement officers instead of simply refunding all or part of my delivery fee so that I could take care of, myself, what I paid them to take care of when I purchased my mattress. Upon requesting to talk to their public relations department or a supervisor I was told that there was nobody else that I could speak to and they ceased speaking to me.

In summary, Bob’s may have discount furniture but when it comes to customer service, they are rude, do not care about the customer experience, will not stand behind the actions and words of their sales staff and are downright hostile by threatening to contact law enforcement.Desired Settlement: Refund all of delivery fee so that I can dispose of mattress myself and to make up for time that had to be taken off from work to come resolve of an issue that should never have been an issue.

Business

Response:

Good Morning Mr. [redacted],Thank you for choosing Bob's Discount Furniture for your bedding needs. I apologize that your experience was less than acceptable; your satisfaction with the products and services we offer is our ultimate goal.As an added incentive, we offer to remove old bedding with the purchase of new bedding. In the event the old bedding is severely stained with bodily fluids or otherwise or infested with any type of bugs, our drivers reserve the right to refuse to handle and/or remove the bedding from your home. I apologize if this was not explained to you previously as it appears that the situation may have been mishandled on both sides. I understand your expectations and apologize that we failed to satisfy them.The delivery fee covers the delivery, setup and removal of old bedding; while we are unable to refund the full delivery fee I will happy to refund $25.00 or issue a $50 gift card.Bob's Discount Furniture appreciates your business and apologizes for any and all inconvenience we have caused.Thank you,[redacted]

Review: On 4/12/14 a purchased a sofa bed from the [redacted] store. The sales rep, [redacted] was very professional. Since I had been researching the piece that I wanted for some time ([redacted]), the sales process was brief. I wanted delivery prior to Easter and we agreed for delivery on 4/16. Although they initially deny it, they require that you stay home all day, even though they give you a 4-hour deliver window. When the driver finally arrived, he knocked on my door and said that no-way would the sleeper fit in the bldg.'s elevator, but that he had a friend, non-employee of Bob's that could dissemble and reassemble the sofa if he left it in my lobby. He called the tech and passed me the phone. I really wanted the sofa and agreed to the $150. that his friend was charging. After they left the sofa in my lobby, the superintendent, who was with me throughout this ordeal said that we could fit the sofa in the elevator. Fifteen minutes later, the super and I had the sofa in my living room. It took me over 2 hours to assemble it. It turned out to be damaged. Since I'm running out of space I'll try and summarize. Store Manager, [redacted], was initially very understanding of what had occurred and expressed to me that I had been wronged by Bob's. Acct Mgr. [redacted], when I asked for owner Bob's contact info denied that there even existed a Bob. [redacted] subsequently never returned any of my phone calls and I still have a damaged sofa. I want to be compensated for my delivery and assembly, for the numerous hrs spent going to the store and on the phone, for the attempted extortion by the driver, for the fact that I still have a damaged sofa and for all of the frustration and aggravation that this matter has caused me. This has been the worst purchasing experience that I have ever encountered. The folks that were not helpful include [redacted] and [redacted] in CT (who were actually very rude), and unfortunately [redacted], store manager.Desired Settlement: I would like to receive a settlement for the issues that I detailed above. In order to receive Bob's product, I had to dispose of the sofa/sleeper that I previously had.

Business

Response:

Good Morning Revdex.com,

I apologize that our customer feels he was provided with

such a terrible experience. I assure him that it was not the intention

of our delivery team to attempt to extort him as he alleges. Our delivery teams

are professionally trained to recognize when a delivery obstacle could harm the

furniture and the residence. We do not want to cause our customer the inconvenience

of having to deal with a property claim or a re-delivery because we stressed the

item by fitting into a space that we were unconfident with. I believe our

delivery driver was only trying to help our customer using a creative option

that he had available to him via an outside service. Had we been made aware

that the customer still expected us to assemble this merchandise after our team

left his home we absolutely would have scheduled a different delivery team to

his home to make this assembly, we apologize again that our customer was inconvenienced

at all. We did make our initial delivery failure right by re-delivering the

customers merchandise on 5.03.2014.

I can certainly understand the confusion most of our

customers seem to have with the ‘All Day Delivery Service’ we run at Bobs

Discount Furniture and I assure [redacted] that we do everything in our power to

make our customer’s aware of this service. This information is clearly listed

within our trifold and listed on the sales invoice that is provided at the time

of sale. Our customer’s receive three hour estimated windows of when we expect

our team to arrive and we also give our customers the information that there

are many events on the road that are beyond our control. These events can cause

our delivery teams or technician’s to arrive outside of the estimated window.

We are a company built on honesty and transparency and also cite that our

timeframes our never a guarantee in the literature we provide our customers at

the time of sale. We also offer an online delivery tracker that our customer’s

can use on their own to help narrow down the arrival of a technician or driver.

In the event that we were able to honor our customer’s request for a certain

estimated window, it is never possible to guarantee the arrival of a team or technician

due to what may happen to that vehicle or employee while on the road. Please

know that on average we arrive within our estimated window and do not seek to

inconvenience our customers, we genuinely believe in providing our customers

with honest answers.

In regards to the “damage” the customer cites is present on

the merchandise, our records reflect that the damage is a one inch scratch on

the leg of the item. Bobs Discount Furniture showed our care for the customer

and this damage by offering to repair this one inch scratch. [redacted]’s account

indicates that when we arrived to his home to service this on 5.14.2014 he was

not home. His account further notes that he is refusing to accept our service

because he requires a morning time frame and due to our geographically routed

services we haven’t been able to accommodate his request. If [redacted] would

prefer we can order him a replacement leg instead of providing him a service

where he has to wait on a technician to arrive. The customer can install the

leg himself and I feel this is a good option to offer as the customer has told

us he doesn’t have time to wait for a technician to come to his home. The part

order would take anywhere from 5-30 business days to arrive to his residence

and should he prefer this route instead we just ask that he make us aware.

I find it odd that our customer alleges ‘[redacted]’ as an

unhelpful agent because our records indicate that ‘[redacted]’ went out of his way

to try and get the customer added on to a date that was already closed for delivery

(the very next day to be exact) and when our routing department denied this add

on request the customer demanded to speak with ‘[redacted]’ only on 4.17.2014. [redacted]

refused to work with ‘[redacted]’ who was attempting to assist him on 4.17.2014 and ‘[redacted]’

actually called [redacted] back on that same day as he requested. If [redacted] would

like I can certainly make time to review the calls that transpired between

[redacted], and [redacted] but I maintain strong confidence that his request to

speak with Bob was met with an appropriate answer along the lines of “Bob is the face of our company and we are put in our

positions to handle these claims and any concerns our customers may have”. [redacted]’s

notes point out that he did make [redacted] aware that we could discuss

compensation as a further form of apology once his merchandise concerns were

completely resolved. It is always our goal to provide our customer’s with the

original promise we made to them, which is the merchandise they purchased in

its expected condition. We do not find discussing compensations relative until

we have successfully satisfied our customer’s main concern.

I do realize and acknowledge that [redacted] has

escalated his concern to this level for a reason and I am happy to work above

and beyond our normal policies and offer [redacted] a Bobs Discount Furniture Gift

Card in the amount he paid us for his delivery fee. If [redacted] would like to

accept this offer for compensation please ask that he make us aware through

this channel or by calling us at ###-###-#### (6:30am – 8:00pm/ Monday –Saturday).

We humbly ask all our customer’s for the opportunity to earn their trust back

in our business when they feel we have failed them, we do not offer gift cards

as compensation because we seek to force another sale. This gift card will

never expire and can be used to purchase a variety of cash and carry items

should [redacted] not be comfortable

I apologize to [redacted] for any frustrations he has had

to endure during this process and look forward to helping him resolve his

concerns.

Kind Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

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: The sales representative at Bobs furniture was [redacted] and I needed a firm mattress, she recommended me a mattress and so I trusted her expertise and I purchased a Mattress from Bobs Furniture. After more than 30 days I was dissatisfied with the mattress because it was too soft causing severe back pain, sleepless nights, loss of energy and focus through out the day. I returned to Bobs furniture to exchange the mattress I had purchased for another. I needed a firmer, stiffer mattress and so sales representative [redacted] recommended me another mattress that was more expensive Total of $705.12. On Wednesday 4/29/2015 I received the new mattress. that same night I noticed discomfort, after 3 nights I was tossing and turning and with back pain. The mattress was as soft as the former mattress. I paid a lot of money for the mattress to sleep well on, not for it to be causing me severe back pain and sleepless nights. I want a FIRMER and STIFFER mattress not a soft one or I want my money back.Desired Settlement: I want a Firm, Stiff mattress or my money back.

Business

Response:

Good Morning [redacted],Thank you for choosing Bob's Discount Furniture for your bedding needs. I apologize that the two mattresses you selected have failed to meet your comfort expectations. Our sales associates can only suggest mattresses based on the information you provide. All of our bedding is displayed on the showroom floor for each customer to try out. Bob's Discount Furniture understands the importance of a good nights rest; we offer our comfort guarantee to each customer purchasing new bedding. The comfort guarantee allows you to return one mattress for a refund or store credit, after 30 days of use if you find the mattress to be uncomfortable. Since you have already utilized this option, I am unable to honor your request for a refund. The mattress you selected is indeed firm. We ask that you allow enough time for your body to adjust to this new mattress. While we are unable to offer recourse for your comfort related concern; you can rest assured that we will honor the 18 non-prorated manufacturer warranty in the event of a defect.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 ([redacted] 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. Thanks[redacted]

Review: After multiple unsuccessful calls and even a few visits to BOBs, I determined my best way to contact Bobs is through the Revdex.com 1 (2-8) Prior to paperwork, told it would take a month to deliver couch as color is not in stock, after starting paperwork was informed it would take 2-3 months. 2 - Table is no longer in stock and they will no longer be able to deliver the item. 3 Delivery 1 - Two pieces of the sectional were damaged and would not be able to delivered. Did not let delivery personnel in, until I confirmed with someone from Bobs on the phone I would get the remaining pieces the following week. 4 - Delivery 2 - One piece of our couch was damaged beyond repair. We were told Bobs would contact us to schedule a final delivery.5 Bobs never informed us of final delivery. 6 - I called Bobs to check on the status. The individual scheduled a delivery date with me, informing me bobs will call on 6/11/2014 to schedule a time. 7 - (6-11) No call received. 8 (6-11) My wife called the company to schedule an appointment. The individual she spoke to said they did not have that in the system and the piece of furniture was not available for delivery. 9 (6-11) Store Visit - I asked the store manager when my couch would be delivered. She needed to contact the manufacturer and would let me know tomorrow. I asked what happens if she is unable to get in contact with the manufacturer. She said one way or another she would find out the status of final piece and I would get a call tomorrow. 10 (6-12) No call received. 11 (6-12) Second Store Visit Spoke with another manager who said they were unable to get in contact with the manufacturer today and still do not know when/if I can get the final piece of my couch. 12 - Time wasted typing this up. To sum it up I ordered and paid for a couch and coffee table on 2/8/14. Over four months later and multiple calls and visits, I still have not received my complete order. I feel lied to and mistreated.Desired Settlement: Do not call, only e-mail me at [redacted] for documentation purposes. Complaint has been abbreviated do to character limitations. I request bobs go above normal procedures as they have done on Revdex.com before. I will give BOB two options either one I will tolerate. 1 - Guarantee delivery of final piece by 6-30-14 and issue a $300 store credit. If not delivered I get full refund and keep the furniture or 2 - Refund my credit card in full, take couch back, and issue $300 check

Business

Response:

Good Morning [redacted],

I can certainly appreciate your

request to have your responses from our company written to you given the level

of failures you have had to endure from us during the purchase of your new

living room furniture. I apologize that your order did not arrive to us with

the full stock we expected and I further apologize that you haven’t been

receiving the follow up calls you allege you were promised from us. Honesty is

one of our core values at Bobs Discount Furniture and we have been providing you

with the most updated information we are receiving in regards to the status on

your order. I assure you that a review of your account indicates that our

retail location has been working at full capacity to get answers as to why we

haven’t been properly receiving your special ordered merchandise. I can respond

to you via this channel and all of our communications will be logged in one

location so you may easily review the documentations.

I have reached

out to our Merchandising Department today (6.17.2014) and verified that we had

to actually re order the left side facing chaise from the manufacturer

directly. I am extremely sorry that this

is the case because I understand how much of a negative impact this has on you.

I know that this further inconveniences you because the piece will have built

from the ground up especially for you by the overseas vendor. After it’s built in the special order fabric

you selected it will be placed on a shipping container before it will actually

arrives to our distribution center to be scheduled out for delivery to you. We

are currently being provided with an estimated arrival date of late October

2014 for the new chaise.

As you asked, I went above and beyond our normal operating

procedures working with our Merchandising department and I have been informed

that we were able to locate one of these ‘Special Order Left Side Facing

Chaises’ in our warehouse. We can allocate this inventory to your sales order

and deliver you the item we found in our warehouse if you’d like and I see no

issue with scheduling this merchandise out to you by 6.30.2014. As I am unable

to visit your home look at your items and then look at the item we have in our

warehouse the only concern I have is that the color of the dye used on this

chaise may prove to be slightly different in comparison to the other items that

you currently posses in your home.

Before we can discuss the options you have listed in your

desired settlement section I must be educated by you on how you would like to

proceed with your actual order for the merchandise. Would you like to take a

delivery of the warehouse piece we have located for you or would you prefer to

have the piece specially built for you by the vendor with an estimated arrival

date of late October 2014?

I will await your response prior to making any changes to your

current sales order [redacted] and I am so sorry again that you have had to waste any

of your valuable time trying to solve these furniture concerns.

Kind Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

Review: [redacted]

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 purchased couch and love seat in Bob’s Furniture. We paid it included delivery. When they delivered it the one guy carried the couch by himself and the other guy carried the love seat by himself. We don't mind if that's the way they work but the delivery did not come out good. We have hardwood floor since one of the feet of the couch have factory damage that I bet they saw, nail was sticking out it did scratch the floor bad because he just pushed and pulled it after he put it down. We complained about and they claimed they are not accountable for that based to their investigation which is confusing because nobody came to our house to check out or look the furniture and the damage.Desired Settlement: They better cover some.

Business

Response:

Good Morning Revdex.com,

Please pass on our apologies to Mr. and Mrs. [redacted] for the

inconvenience the delivery team’s negligence has caused and may continue to

cause them. We assure Mr. and Mrs. [redacted] that their property claim has been

correctly filed with the third party trucking company involved and we will

ensure the obvious coaching concerns presented are addressed accordingly.

As their property claim is being handled by the trucking company

that caused the damages, Mr. and Mrs. [redacted] can expect follow up from that

third party and not Bobs Discount Furniture directly. Per our contractual

agreements with this trucking company they are owed a fair chance to process

resolution on their claim prior to Bobs Discount Furniture inserting ourselves

into a situation where it is most likely unnecessary and could ultimately cause

confusion or a delay in response to the customer.

I did send a message on Mr. and Mrs. [redacted]’s behalf and received the

following response from the trucking company responsible for this claim (I have

removed the agent’s last name in order to protect their security in this public

channel):

From:

[redacted] [mailto:[redacted]

Sent: Tuesday, November 10, 2015 3:10 PM

To: G[redacted], Stephanie

Good Afternoon All,

I have talked to Mr. [redacted] about having a manager come to his home tomorrow

( 11/11/15 ) between 10:00am and 10:30am to look at the damage as well as take

a photo of the damage. We will address how we will resolve this matter

once this has been completed and update everyone accordingly.

Thank you,

[redacted]

We encourage the customer to continue communications with the representative(s)

handling his claim via the trucking company.

We apologize again to our customer for the inconveniences this

concern causes them and remain confident in the trucking company’s ability to

address the damage caused directly with the claimant.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

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: I purchased my couches on 9/26/2015, with the promise of deliver on 9/26/In preparation for my couch deliver, I donated my couchesTwo days before the promised date, I was informed that my couch deliver would have to be delayed until 10/4/An inconvenience, but I can wait for 10/Two days before 10/4/2015, I am informed that my couch delivery will be delayed, AGAIN, until 10/16/Two days before I get an automated phone call for delivery being between 9AM-2PMNot knowing that this was going to be a problem, as I should have had my couches already, I had scheduled a doctor's appointment on 10/16/for 10:AMRight in the middle of the delivery timeBob's furniture was not willing to budge on the time of delivery and could not delay the time of delivery, due to "routing issues." So the choice was up to me: to change my doctor's appointment that took me months to get OR to change my delivery dateChoice was simple; I changed my delivery dateSpoke with Elizabeth H at customer service who states that my delivery will be scheduled for 10/22/2015; yet ANOTHER inconvenient delayI bought used couches and donated them yesterday, in anticipation of my couch delivery in two daysToday, I speak with Courtney an account manager at the My Bob's number who informs me that the couch is "made in India or China or where ever" (quite ignorant, if you ask me), and states my delivery will be DELAYED AGAIN UNTIL NOVEMBER 28th! NO COMPENSATION HAS BEEN GIVEN DURING THIS TIMECustomer service has hung on me several times without even attempting to solve a problem.Desired Settlement: I would like compensation for the, what till be, months of spending money on couchesI want my couch deliveredI was assured by Elizabeth H that my couch that was supposed to be delivered on 10/16/would still be available on 10/22/Little did I know that Bob's does not honor those who purchased couches in priority of purchaseTerrible way to conduct businessI want them to change their policy, so this does not happen to anyone else in the future
Business
Response:
Good Afternoon Revdex.com,
Please pass on our deepest apologies for the unintended
inconvenience and frustration the long wait on the product purchased has caused
our customer
I have attempted to reach this customer by phone today and I was
only able to leave a voicemail with my direct phone number for contact back
Please ask the customer to contact me directly to discuss this concern further
(###-###-####)
Kindest Regards,
Stephanie AG[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Review: In September 2013 I have purchased a sofabed and a [redacted] protection. After a few months my cushions stared to sink, I have called customer service they sent a technician and decided I need a new foam. The foam came after 6 weeks ( the same as the old one). After few months the same problem happened and the sofa stared making a terrible noise when I was sitting on it ( I am 120 lb living all by myself, working 10 hours a day and going to school - never home person). I called a customer service, the technician came, was surprises by the noise. Informed me that I will received a call from a customer service in 48 hours. After 4 days I had to called them and they are not able to do anything. They stated it is not a factory defect. The only resolution for me was purchasing a new cushions from them ( the same shipped from China) WHAT A JOKE.

I cannot even describe how unhappy and angry I am. Wish to never purchased anything from them and recommended them to my friens.

What a shame.

Business

Response:

Good Afternoon Revdex.com,

We spoke with our customer today (10.23.2014) via phone and

we reached a satisfactory agreement for the customer to return to our showroom

and reselect new merchandise.

We apologize for any and all inconveniences these product

concerns have caused our customer and thank our customer for her continued

business.

Review: A few years ago, we purchased a leather sectional from BOB'S DISCOUNT FURNITURE in [redacted]. In addition to receiving the seller's standard express and implied warranties for fitness of purpose, we also purchased a so-called GOOF-PROOF WARRANTY offered by a [redacted] company through BOB'S called [redacted]. Almost immediately upon placing the unit into service in our living room, the leather near a seem split and had to be repaired. This repair work was nothing more than a repair person gluing the material back together. Recently, the unit's leather faded (but only in certain areas), ripped, and split (again, only in certain areas). Numerous images were sent via email to BOB'S DISCOUNT FURNITURE headquarters in CONNECTICUT and to [redacted] representatives in [redacted]. Even though the warranty does not expire until Aug. 2014, both BOB'S and [redacted] have refused to repair the damages or replace the unit - without actually inspecting the unit.Desired Settlement: Given BOB'S DISCOUNT FURNITURE is selling defective furniture products to consumers in [redacted], in violation of Ch. 93A of the state's General Laws, it would make legal sense for BOB'S and/or [redacted] to issue the buyer a pro-rated refund of the original purchase price of the unit, and the actual cost of the fraudulent GOOF-PROOF EXTENDED WARRANTY.

Business

Response:

Good Afternoon Revdex.com,

I am very sorry to learn

of [redacted]’s product concerns and I do understand how frustrating experiencing a

concern with your furniture can be. I assure [redacted] that Bobs Discount Furniture genuinely

wishes to help any customer who is experiencing a product concern.

The Goof Proof Plan that

[redacted] purchased from us in 2009 covers accidental damages from a single incident

only. This means that [redacted] would need to report a covered, in home- one time

accident that caused the damages [redacted] would like to claim through the [redacted]

company. As there is no accidental incident being reported to [redacted] the five

year coverage that [redacted] refers to in this complaint does not apply.

[redacted]’s merchandise was

delivered in the year 2009, in the year 2011 Bobs Discount Furniture serviced

[redacted]’s merchandise at no cost to him as a courtesy because [redacted] was already

outside of his factory guarantee period through Bobs. When [redacted] reported his

latest concerns to us (after approximately 3 years of use later) we felt that a

factory trained professional reviewing these photos was the best option to help

in expediting [redacted]’s claim. We certainly don’t want to waste our customer’s

valuable time and ask them to wait at home for a service technician if we

aren’t sure we can offer to repair the customer’s product. Upon reviewing these

photos we discovered that the concern [redacted] has is not serviceable and as [redacted]

is now very far outside of his factory guarantee through Bobs Discount

Furniture we are unable to offer further recourse in this scenario. [redacted] has no

manufacturing defect present, has no manufacturing warranty remaining, and this

concern is not of an accidental nature so his Goof Proof coverage does not

apply.

I am truly sorry that Bobs

Discount Furniture is unable to offer options for recourse related to this

concern.

Sincerely,

Bobs

Discount Furniture

Corporate

Customer Care Liaison

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: My wife and I recently decided to buy a couchAfter entertaining many options, we decided to use Bob's Discount FurnitureWe worked with [redacted], a sales representative, and told us our interests/likes/dislikes/expectationsWe told [redacted] that we specifically wanted a light colored couch, since dark couches show stains too easilyIn addition, we informed [redacted] that we needed delivery as early in the morning as possible as my wife and I both started new jobs and we could not take time off workHe communicated that they had a program called "Breakfast by Bob's" which guaranteed delivery by 9:30amOur first delivery was quick and efficient, but was the WRONG colored couch! [redacted] had ordered us a java couch, the exact couch we did not want! Prior to the second delivery, I spoke with [redacted], the manager in [redacted]I informed him of the situation and told him I had to leave for work by 8:15am so I didn't have to take ANOTHER day of work offDelivery was scheduled for 8:18am initiallyCurrently, it is scheduled for 9:58amI am required to stay home at this pointOur sales representative misled us and promised us things which ultimately led to the sale of the couchIf we had known the truth, we would have purchased a couch elsewhere.Desired Settlement: Bob's corporate office refuses to give a refundDespite the fact that I have no interest in utilizing them again due to the lies, they are only offering us a credit to utilize at Bob's!
Business
Response:
Good Afternoon [redacted],
I am very sorry that
you had such a poor experience with us while making your new living room purchase
I understand your frustrations and I apologize that we didn’t confirm your
order properly prior to you leaving our showroomI am further sorry that when the
correct sectional arrived to you it wasn’t in pristine conditionI assure you
that we care very much about making our failures right and ensuring our
customer’s satisfaction
Bob’s prides itself
on providing you quality service and the best value product for the priceOur
primary focus is resolving your concern so that you are satisfied with the
product that you have purchased from usWe currently have an even exchange scheduled
that reflects you bringing back the damaged portion of your sectional and
picking up a factory fresh version to resolve this concernWhile it is
not procedure to do so, I recognize that we have caused you a great deal
of inconvenienceFor that reason, I will make a note on your sales order that
once we have made everything right, we can process a monetary refund of the
price you paid us for a delivery feeThis monetary refund transaction for
compensation can be completed by contacting your Bobs Store location or our
Customer Care Offices (###-###-####) after you are completely satisfied with
your merchandise
I apologize again [redacted] that getting your new furniture has
taken up so much of your valuable time
Kind
Regards,
Bobs
Discount Furniture
Customer
Care Corporate Liaison
Consumer
Response:
DC:
Review: [redacted]
My wife and I went to Bob's in May and bought a sectional couch from Bob'sWe specifically indicated that we did not want a dark colored couch and ordered our couch on the sole fact that it would be a lighter color couchI was required to take a morning off work for the delivery of the couchUpon delivery, it was the wrong colorWe had to have a new couch delivered and upon delivery, one of the cushions was stainedWe reported the issue and waited weeks for the new couch cushion to be deliveredI received a phone call yesterday that the new cushion was in the storeUpon arrival this morning, they informed me that they ordered the wrong couch color AGAIN!I have now taken days off work and still do not have a clean couch to sit onI spoke with [redacted], an account specialist at Bob's, and she informed me that the best she could do to rectify the situation was apologize! (ID#[redacted])I have been working with the store manager as well, [redacted], and he has been completely unsuccessful with the situationI can honestly say that I will never shop at Bob's again and hope other businesses do not do business like this establishmentThey are unwilling to bend and customer service is not a priority to them!
Sincerely,
Business
Response:
Good Afternoon [redacted]
Our records indicate that we have successfully addressed and resolved your merchandise concernsAs a result of your experience with our sales staff, delivery and merchandise issues, we have refunded your $delivery charge and issued you a $gift card
It is our hope that you are now able to fully enjoy your new furnitureYour business is appreciated and we apologize for the inconvenience we caused
Sincerely

Review: I ordered a recliner for my father who is 84 years old and lives in [redacted]. I paid $476 for the chair and delivery. It was supposed to be brought to my house 10/1 between 1-5 p.m. I waited all day and no one called to tell me the chair wasn't coming. My wife was on the phone trying to sort this out for two hours. They are telling me that it is not guaranteed that it will arrive 10/3. This is a conflict because I have arranged for international shipping to pick it up Friday. The customer service representatives were not helpful, trustworthy, or accommodating. I am very stressed about this because I've had to wait all day and not know whether or not I'm going to have my merchandise. I believe Bob's employees were rude, crude, and very unprofessional and I am dissatisfied with their service.Desired Settlement: I would like a refund for my chair and/ or delivery.

Business

Response:

Good Afternoon [redacted],

I am very sorry for the terrible experience you have endured

while seeking only what we promised you during the time of sale for this

recliner. I assure you that we never anticipate failing our customers by not

being able to provide them with the product they purchased on the date we

agreed to. There are no excuses for the failure you had to experience based on

our computer glitch and I apologize again to you and your wife for all the

frustration we have caused you to feel.

I attempted to call you this afternoon (10.03.2014) on both

the numbers you have listed in this complaint and I was unable to reach you or

leave a message on either number. See below for the results of each number:

###-###-####- Rang and Rang and the Message said: (Memory is full - enter the remote access

code) ###-###-####- Rang and Rang Message said: (Person you called has a voice mail box that

has not been set up yet).

Per our policies, listed on your sales receipt, you are absolutely

entitled to a full refund of your purchase price. Due to this being an

undelivered item only our retail location can complete the processing of the

refund to you. We ask that you contact our retail location at ###-###-####

(Press #1 on your phone’s keypad when you hear Bob’s voice) to complete the

refund processing.

I am also mortified that you cite to have been met with

rudeness while making your complaint and I have already begun the necessary

actions to gain access to our recordings so that I am able to properly address

the agents you allege treated you so poorly. We may have serious coaching

concerns here and I thank you for bringing those to our attention so that we

can ensure our customers are always receiving the best care possible.

Kind

Regards,

Bobs

Discount Furniture

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: I originally bought a bed room set from Bob's had service out to fix the support bars on the bed frame 3 times and then was told I could get a credit and go pick out something else. I picked something else out and got the new set in January, the bed frame just broke again and I do not want to continue to get furniture that does not work for us. I would like a refund and be able to take my business elsewhere. I spoke with customer service and they are picking up the bed on Wednesday and have credited the account I do not want a credit I want a refund so I am able to take my business to a company that make quality products. Please help me resolve this ASAP as our bed is on the floor right now.

Product_Or_Service: bedroom set

Desired Settlement: I would like a refund minus the tax as I know that is not refundable

Business

Response:

Business Response /* (1000, 5, 2013/06/25) */

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I apologize the furniture has failed to meet your quality expectations.

I have researched your account and since this is your second bedroom set in less than a year, we will honor your request for a refund minus the tax and delivery fee's.

Once pick up is complete, please contact customer care to complete the refund process.

Bob's Discount Furniture appreciates your business and apologizes for the inconvenience we have caused.

Review: On Oct 26, 2014 I purchased a chair from Bob's Discount Furniture when I purchased the chair I told the salesmen that I did not want the floor model he said that we would get a new one. The floor model had a broken plug they put a new plug on the floor model to pass it on as a new chair. On the bottom of the chair I noticed steel rods coming out of the bottom material and on one side of the [redacted]. There serviceman said there is nothing wrong with the chair. I would like a new chair seeing how I did not receive one to begin with or my money back..

Business

Response:

Good Morning Revdex.com,

We apologize for any disappointment our customer is

experiencing with the reclining chair. The chair that was picked from our

warehouse and loaded for transport and delivery on 10.29.2015 was a factory

fresh model direct from the manufacturer of this chair. There is absolutely no indication

or evidence to support that this customer received a floor model of this chair.

The records associated with this chair show that we were out

on a service call at [redacted] approximately six

months ago. Our technician found no indication of defect within the chair

during this visit however I am appraising by this complaint to Revdex.com that our

customer disputes this service result and still remains unhappy with the

product.

If the customer would like to reselect to a different model

chair we are happy to offer a one time courtesy reselection to resolve this

complaint.

We will provide the customer with

a store credit based on the price paid to us for the recliner (Credit = $399).

This store credit will allow the customer to reselect to a different chair whose

material makeup may fit their personal needs and longevity expectations better.

Once they have visited a showroom to make their reselection (within the next

two months) we will expect to remove the current merchandise they have in their

possession on the same date we deliver the new selection.

As an additional apology we will also cover the cost of any

delivery fee associated with the newly selected merchandise (that is approx. an

additional $50.00-$99.00 savings credit for the customer) should the customer

accept this courtesy offer for resolution.

I look forward to hearing back from the customer and apologize

again that they have spent any of their valuable time on solving their

furniture concerns.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: To whom it may concern,I have had the most undesirable experience throughout my entire process with Bobs Furniture. I initially made a $700.00 cash deposit for a bed set and a couch. I called one week after my initial visit to pay the remaining balance on my account and to set my delivery date. To my shock I was informed that my order was cancelled, which did not make any sense since I paid in cash. After being placed on hold for a prolonged period of time I was told that my confirmation number was changed (I was never informed of this. Upon setting my delivery date I was excited to hear that I would receive my furniture in 4 days. Three days prior to my scheduled delivery date I received an automated message stating the time frame they would be delivering along with my "shipping address". I specifically noted that my billing and shipping address are different, to my shock they utilized my billing address as my shipping address, I immediately called to make the revision. I was place on hold for 15 minutes, at the conclusion of 15 minutes the customer service rep told me the computers were slow and that she would have to call me back. The rep did not call me back I had to call customer service to inquire about the revision to my shipping address. The rep confirmed that she made the change & the following morning I received yet another automated message ONCE AGAIN with the wrong shipping address. At this point I decided to go to Bobs personally to make the revision, the rep at the [redacted] store confirmed the change & delivery time frame. I waited from 8:30-11:30 which was my designated time frame and they showed up at 12:30 with just my couch. When I called to inquire about my bed I was placed on hold and it was explained to me that they did not know where my bed was they would have to locate it and contact me. It is now 4:00pm (eastern time) I still have no bed & once again I receive a phone call and the delivery personnel is at my "BILLING ADDRESS" & I still don't have a bed!Desired Settlement: I want restitution for my time and attempted deliveries. I, at least, want my delivery fee refunded. I had to take off from work & at this point in time I still have no bed. I will NEVER shop at Bob's again. I can not comprehend how I had not one issue but over 6 issues throughout this entire process.

Business

Response:

Good Morning

I have tried to contact the customer ..on 11/26/2013 and 11/27/2013..I was unable to reach her. I was unable to leave a voicemail . Please have the customer contact our customer care department at ###-###-####.