Bob's Discount Furniture

Review: I want this to be sent to the corporate office in Ct. I purchased furniture at the [redacted] store in June 2013. I had it delivered to my new home in [redacted] in Aug, 2013. The furniture is garbage and I had to have the sofa replaced shortly after it was delivered, because the cushions were falling apart. I also had a chair and ottoman delivered. The legs on the ottoman broke and I asked for my money back ($200)and they told me they don't refund money on furniture that has already been delivered. So I picked out a bookcase for the price of the ottoman. I didn't need the bookcase but I didn't want another ottoman because I could see that it was [redacted]. Now the piping on the sofa cushions has separated and the foam is sticking out. I also feels like the springs have given out. I have had numerous issues this this furniture and I'm tired of speaking to their is in what they call Customer Service. There is no CUSTOMER SERVICE. They don't care. I've written to the corporate office a couple of times and NEVER got a reply. They get your money and then your stuck with this crap they call furniture. The disrespect is beyond belief. Someone was supposed to come to my home on April 22, 2014,to inspect my cushions and make a report. I called today to make sure they were coming the day after tomorrow and the woman I spoke to said they don't have any appointment for me. I spoke to a woman last Thursday and she said someone would be out to me on April 22, 2014. How does this happen? They are the worst. I am furious. This is not the first time this has happened. They are a disgrace and should hide their head in shame. I want my money back for the sofa or I will have to take them to court. I've had enough.Desired Settlement: I want a refund for the sofa. I will never buy anything from they again.

Business

Response:

Good Afternoon Revdex.com,

We are very sorry for all the issues our customer has been experiencing

with her product and I assure her that our intentions are to make any failures

we have caused her right. [redacted] was contacted by one of my corporate colleagues

([redacted]) on 4.22.2014. To my understanding we are currently awaiting

photos of her merchandise so we can proceed in helping this customer further.

We have a service technician scheduled to [redacted]’s residence on 5.2.2014

(Fri) and we expect to receive the technician’s report/photos and review them

by 5.5.2014

I apologize again for all the aggravation and stress we have

caused [redacted] and I thank you for her extreme patience with us while we work

to correct her concerns.

Thank You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I purchased a Bobroom bedroom set from this location. I was told by customer service that it was not going to be discontinued, and that I could add a 2nd nightstand at any time. I went to the location on saturday, the 17th and paid for a night stand. I was told that it would be in this wednesday, the 21st for pick up. My sales rep is really good about checking inventory. I received a call on the 18th saying that it would not be available until july. I was given a number to call. I was told that it was the corporate office number to customer service. I spoke with someone on the 18th. I was told that I could exchange my bedroom set for another one, but that I needed to call in on Monday, the 19th when a manager was available. I called in and spoke to an [redacted]. He said that he could not honor an exchange. I do not feel like the company is upfront with customers and employees. Had I known that the set would be discontinued I would either not have purchased it, or gotten my 2nd night stand at the time of purchase.Desired Settlement: I feel that the company should find me a nightstand and get it to me this week. I was told it would be in this week when I purchased it. If I am not able to get it this week, I think that an exchange of the bedroom set is appropriate. It was promised by customer service on the 18th.

Business

Response:

Good Afternoon Revdex.com,

We apologize to our customer for

any frustration we may have caused during the purchase of this second

nightstand. Our records reflect that our customer should have received a

voicemail today (5.21.2014) at approximately 12:14pm indicating that the nightstand

will be available for her to pick up before this week is out.

I am so sorry that our customer

felt the need to escalate her concern in this manner as we have been working

diligently to make this nightstand sale happen for our customer since the original

concern presented itself. Regretfully we as the retailer have little to no

control over a manufacturer’s choice to stop making a particular bedroom set

and I will ensure that our training concerns are addressed when it comes to guaranteeing

the future availability of merchandise.

Please let me know if our

customer has any additional questions or concerns I can be of help with.

Kind Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

I reserve the right to contact the Revdex.com back should I not receive this night stand. The information given to Revdex.com is incorrect, I first contacted Bob's customer service, and spoke to a Manager. I believe his name was [redacted]. He said that nothing could be done to get the nightstand any sooner. I did give Bob's first chance to remedy the issue. They declined to do so. It was only after I contacted Revdex.com that Bob's felt the need to resolve my concerns. While I feel that a manufacturer can discontinue furniture at any time, I do not feel that Bob's gives their staff this information. If sales reps and customer service knew this, I believe that they would advise customers to purchase all of the items of interest at the same time. This way we as consumers can have complete sets. What I was advised to do by their corporate customer service was to purchase a similar nightstand to match. I think this is just poor customer service, and poor business practices. Furthermore, when I paid I was told it would be in for pick up on Wednesday, and not Saturday. Their corporate office must understand that as a consumer if we are promised things, we expect that. We should not have to inconvenience ourselves by rearranging schedules, etc because they are not giving sales staff, and customer service staff the right information.

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: 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: 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 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: My mother both for me at bobs a bedroom set herself one and two separated orders of the [redacted] sofa loves eat. Upon my delivery my mother was their the store were given specific instructions to come through to the back they were nasty and verbal to my bother pushed the sofa up the stairwell instead of going through the back per mgt and their ere only three flights needless to say the couch was torn and broken my mother called customer care and they were directing the delivery men to take it out and they got verbally abusive and left. We contacted the store and they proceeded to send out 4 more deliveries each one as my mother and mgt watch it come off the truck was damaged have cut marks through the material mt mother did not accept delivery. On the delivery of the 5 couch they were tired and sat on the stairwell called into their team and said it would not fit without even trying. My mother spoke with corporate they said keep the broken couch and we will send you a gift card for 300. That is unexactable my som wants the full 1,200. Back no store credit or someone to see if they can fis the material or take it back give him the money and delivery charges and will go to another store. These first delivery gentlemen were violent and nasty their store hear it the neighbors want to call the police and a report of $30. Was taken out of the apt while they were yelling and my mother stood in the hall. Never would I shop in this store again and have both many things my mother was trying to get me started in my apt and it is all broken . Thank youDesired Settlement: Well the inspector came out one and said it could not be fished the corporate office says keep the ripped furniture we will give back 50 per cent after spending 1,200. With day and delivery if they want to try to fix the couch I want the total price for the couch which is over $500 or take it back give me my total price for the set and missing money and I will go yo a digger ent store. Thank you

Business

Response:

Good Morning [redacted],

I am very sorry for the lack of care and empathy it sounds

like your concerns were met while you were seeking our help to resolve these

complaints. I assure you that we do not consider the team’s behavior a representation

of the professionalism we expect our delivery personnel to display.

At this time we understand and acknowledge the reasons why

you would want the sofa and the loveseat removed from your home for a refund.

We can most certainly honor you request based on the failures you have endured

and I ask that you please pass our apologies on to your mother, brother, and

neighbors as well. I have placed the return paperwork into our system for you

and will ask that you please contact us at our Customer Care office to schedule

the most convenient day when we can come to remove this merchandise from your

home. We will make our Delivery Managers aware of the date you select to ensure

you receive the highest quality of service while we are removing this product

from your residence. You can reach us at ###-###-#### (Mon – Sat 6:30a -8:00p)

to schedule this pickup. Once the merchandise has been fully processed back

into our inventory (the time line for this is dependent on the date you select

to schedule the pick up) the monetary refund for the product can be credited

back to you. Your original sale

indicates that you paid $999 for the sofa and loveseat and with taxes credited

back you will be receiving a total refund of $1,082.66. Here is the credit

number associated with the removal of the sofa and loveseat: [redacted].

In regards to the $30.00 that you allege the drivers took

while in your residence we are able to make a good faith effort to accommodate this

claim and provide you with a monetary refund in the amount of $30.00. I am

truly sorry for this suspected occurrence and although we are unable to take

full ownership for this unproved incident, we still want to reach out to you in

a caring manner and honor your request for a return of the $30.00. You are able

to get this $30.00 refunded to you at any point by calling us at ###-###-####

(Mon – Sat 6:30a -8:00p) and confirming this credit number: [redacted].

I apologize to you again [redacted] that you have spent so much

of your valuable time seeking resolution for these concerns, please call us at

your earliest convenience so we can finally offer you some satisfaction.

Kind Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

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: 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: In October 2014 we bought furnished from bobs in north plainfield NJ location. We were sold a 5 year "bobs goof proof protection plan" for a extra $199.99 on top of our $2,196.98. We were told by

[redacted] that any rips, tears, cuts, stains, or something breaks it's covered at 100%. We were also given a flyer that stated that as well. So we bought the goof proof plan. Now 2/23/15 I have a rip in my leather love seat so I called [redacted] associate # [redacted] from Guardian in [redacted] to have her tell me that because it does not have foam coming out of the rip it would not be covered under our protection plan. I feel that I have been ripped off and miss lead by The sales team at Bobs and I need something to be done in this matter. Thank you so much fir your time and concern.Desired Settlement: I feel ripped off and taken advantaged of and I would like the rip in my love seat fixed. They also need to educate their sales associates on the right and wrong ways to sell furniture and their "goof proof + protection plan", so other consumers don't get take advantage of.

Business

Response:

Good Morning Revdex.com,

We apologize that the customer is

experiencing any disappointment while trying to use the protection plan they

purchased from us. Guardian (Crypton is known as their parent company) is a

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

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

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

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

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

the portion thru Guardian is strictly

for accidental damage, the protection plan also carries a five year guarantee against

factory defects directly thru Bobs. It would be rather overwhelming and

possibly completely intrusive to most, for any customer to have a sales professional

review every single occurrence of factory defect (that may never end up occurring) during what is supposed to an exciting

time of sale.

We provide a general flyer at the

time of sale that very clearly indicates there are some exclusion(s) to the

protection plan and the document further encourages the consumer to read their

full plan documents for the list of exclusions. As the manager of the

accidental protection plan, Guardian is responsible for sending the consumer

the plan documents. Should the customer decide that they would like to review

the complete plan documents as the flyer suggests and they don’t have these

documents, we assume (as any retailer would) that the customer would then try

and obtain said documents for review. Had we been made aware of the need for

these terms and conditions we most certainly would have provided them upon any

request. As it is not typically a document we provide we literally have no way

of knowing whether the consumer has received the complete plan or not and we

see no reason not to trust that Guardian is continually sending these documents

as many claims for coverage are routinely approved.

We again apologize that the customer didn’t receive the service

expected from the Guardian company and are willing to look into this claim

further and dispute the claim with Guardian on their behalf should we feel

necessary. Please also note that our internal records show no attempt on this

consumer’s part to communicate this damage to our business directly prior to

filing this Revdex.com complaint. We do encourage the customer to contact our Customer

Care Offices ([redacted]) if they feel this is a manufacturing defect so

that we can assist them directly. Should they wish to continue using the

mediation services you provide we are more than happy to honor that route as

the customer wishes.

Like many other protection plans

there are terms and conditions set forth in order to provide fairness in resolution

for all customer’s alike. We stand behind the expectation that all consumers

must adhere to the expressed guidelines of the protection plan.

We are happy to research this

concern further should we receive more, appropriate information from this

consumer via this Revdex.com mediation channel.

To move forward with disputing to

Guardian please advise the customer that we require an accidental damage report

that reasonably corresponds with the damage present and a minimum of three (3) pictures (in color) for

each item that is listed in the report to Guardian. I have listed the

requirements below to ensure our request is specifically notated:

-Minimum 3 Photos of the loveseat:

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

arms) of the loveseat

-

1 Picture that clearly shows the damage mark(s) at close range

-1 Picture that clearly shows the damage mark(s)

at a distance

We will review these photos and

respond with what, if any, options for resolution we may have to offer this

customer.

Sincerely,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I have tried for a few days to call the 800 number that was provided to me in the response letter from the customer service department at Bobs. To no aveil it is a busy ever signal time, go figure. There is also a complaint at the Bobs store about the sales associate and we also complained about Gaurdian"s warranty plan back in October when we first received our love seat, couch, chair, and table. We did not only call to complain we also went down to speak to the sales associate in person. I need the love seat fixed it is only going to get worse or I want our $200.00 back, one or the other. I feel my husband and I have been taken advantage of Big Time and that's wrong in e ER wat possible. Bobs store had no problem taking our money and making that sale so they need to except responsibility on their associate's behalf and do the right thing and fix our issue.

Sincerely,[redacted]

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: 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: I purchased a sofa (Sectional) in December 2012 along with goof proof insurance. On the morning of June 12th 2015 I sat down on the sofa and I heard a cracking sound. When I got up I noticed the sofa was leaning inward. I called them immediately to file a claim. They had someone come out and check the sofas a week later. He determined the frame of the couch was broken and told me they would contact me to give me store credit or new sofas because they were not fixable. Later that day I called to see how long until I got the decision of store credit or new sofas and was told they don't cover frame breakage. It states clearly on their website and on their contract that they cover frame breakage. I was highly upset and asked to speak to a supervisor. I spoke to many different employees and supervisors and was given several different reasons why the sofas were not covered. One being that its been more than a year since the date of purchase. It sates on their website that 1 year warranty is automatic and if you purchase goof proof you would be covered an additional 5 years. Which I did purchase goof proof and that's why I don't understand why i'm not under coverage. Another reason I was given was they switched insurance companies and I was not falling under the time frame where I would be covered (which is not my problem they switched companies). Another reason I was given was that since I sat down on the couch its not considered an accident. He explained that had I said I fell into the couch then it would be considered an accident. To me that sounds absurd that they don't consider sitting on a couch and it breaking an accident. I did not expect the couch to break when I sat down so it really truly broke on accident in my opinion. I personally went to speak to a Manager at the store of purchase and he was not helpful at all and had an employee deal with me instead of being hands on.

He smiled and laughed the entire time because at that point I was irate at the his level of professionalism and the overall lack of quality customer service this experience has been . I feel they are just giving me the run around so that I can give up. But I refuse to let them keep my hard earned money. Their insurance is quite frankly a scam. I have since spoken to several people who had the same experience where nothing is really ever covered. I am upset that I payed an extra $300 for insurance that is bogus and a fraud to customers. It is unfortunate that it has come to this. I purchased this insurance to cover myself from potential accidental damage because that was what I was told I was being sold and now they are taking back their word. I'm an extremely disappointed customer with Bob's furniture.Desired Settlement: I would really appreciate what I was originally told I would get either store credit or a new sofa.

Business

Response:

Good Afternoon Revdex.com,

After a complete review of [redacted] account I felt it

necessary to contact our customer and establish a direct channel for

communications. I spoke with [redacted] this afternoon (7.8.2015) and I am

currently in the process of reviewing this concern in more detail to see how we

can assist our customer on a direct basis.

At this time [redacted] has agreed to email me photos of her

furniture, after a review of these photos I am prepared to personally follow up

with [redacted] to explain what type of one time courtesy offer we are able to

provide.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchase furniture from Bob's and also purchased the Goof Proof and the warranty that comes with the furniture.

Recently I called Bob's to let them know that there were some issues with the furniture. Bob's sent out a technician to look and the furniture. The tech came to my home Saturday August 1st 2015 and did nothing but look at the the furniture took a couple of pictures and left my home. I called Bob's back a week later after being told by the technician that someone will be getting back to me about my claim in 4 days. The person in the call center explained to me that there's nothing they can do about my furniture it is not a manufacture's defect, and that I should call guardian to file a complaint. Today I called guardian and explain to them the issues that I am having with the furniture and it was explain to be that I was not covered for mulitiple claims. I asked if I suppose to report damage within 30 days of discovery why am I being denied my claim. She stated that I had a specific coverage and you can only claim one problem at a time. After that was explained to me I asked if I could speak with a supervisor and was told that they were moving and there was no supervisor on the floor and that she will have the supervisor call me back. This is not the first time I have had the problem with Bob's and my furniture my daughter is currently sleeping on the floor with a mattress because of Bob's and Guardian not owning up to there warranties.Desired Settlement: I would like a refund so that I can purchase new furniture from a better store who help there customer.

Business

Response:

Good Morning Revdex.com,

We are sorry that our customer is experiencing any disappointment

with the living room furniture or their warranty protection thru Bobs Discount

Furniture/Guardian.

I have included a copy of the report we logged from the

customer and the report we logged from our technician. It is clear that the

technician most likely did not attempt to repair the merchandise due to the

extreme damage that was present.

Customer’s Report to Us:

Date of Delivery: 10/19/13

Sofa/ both arm rests sunk

in

Ottoman/ leg came off

Chair/ RSF arm rest/ sunk

in

Above Comments Added By [redacted]

On 07/24/2015 at 10:49

Tech’s Report to

Us:

Spoke with tech [redacted]

12:25-12:37, long wait

time

Sofa, three seat cushion

springs are out of shape, Right Side Facing arm top is broken in half

Estimated Cause/Overall

Condition: Customer/environment caused/ Poor

Ottoman, leg is broken in

half, not repairable

Estimated Cause/Overall

Condition: Customer/environment caused/ Poor

Chair, Left Side Facing

arm, broken in half on the top, not repairable

Estimated Cause/Overall

Condition: Customer/environment caused/ Poor

Above Comments Added By [redacted]

On 08/01/2015 at 13:32

Regretfully there is no manufacturer defect that would cause

this much accumulated damage and the customer’s protection plan thru Guardian covers

accidental occurrences. The terms and conditions of this protection plan

indicate that an accidental occurrence must be reported within 30 days of the

damage occurring in order to qualify for coverage.

I have included the terms and conditions page that indicates

this for Revdex.com’s review. I am not able to locate what type of accidental occurrence

the customer reported to Guardian for coverage on the Sofa/Ottoman/Chair as

they are a separate company. Please ask the customer to disclose what type of

accidental occurrence (for each item) occurred to cause the damage present and

to send us photos (thru this Revdex.com channel) of the Sofa/Ottoman/Chair. We

apologize we are unable to locate the photos our technician took in our library

and want to ensure we are reviewing the customer’s concern in the fairest

manner possible.

We will review the customer’s report upon receiving the

response/photos and advise if we are able to offer any further assistance on

these concerns.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased a dalton king size bed with bobs furniture and they told me 3 different prices on what the bed will cost first they said 1,300 then said 1,558.00 and finally I had to paid over 1,700.00 now the bed material is cheap and broken ive only had it for a little over 90 days.. ive called and complained about it previously, the got an attitude with me, the person was very unprofessional and rude... the wood under the platform bed is broken in half and they guy came and just put more slats underneath it.. he did not even fix the draw, he told me that all I have to do is push it from the inside and pull the draw out..I would appreciate if I can switch out the bed set for a stronger merchandise or my money back...I am on social security disabilty so I feel like I got cheated because it takes a long time to come up with money to buy expensive things.I really would not recommend bobs furniture to anyone..Desired Settlement: I would like my bed set exchanged with a stronger bed, because I am a heavy set women I need something that will not break easily... if not I would like a full refund please..

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies for the poor

experience our customer cites to have endured.

As of 9.10.2015 the customer account was updated with a

reselection credit and there is a new sales order pending for this customer.

At this time we consider this concern resolved, please have

the customer advise us if any other assistance is needed at this time.

Thank You,

Stephanie G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

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: 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: I purchased my furniture in February of 2011.My nightstand was delivered damaged but I didn't notice until March of 2012. I called Bobs customer care and was told I was still under warranty. A service tech came out to see the furniture and I was told by tech that nightstand was damaged during delivery and it was fixed during delivery (I was unaware of this info until given to me by tech). When I received the replacement part in July of 2012 I called customer care and was told the tech would be out in August, the earliest. No one ever came out and I forgot to call back. I just moved recently (8/15/14) and saw the replacement part and decided to call Bob's customer on 8/25/2014 to have them come out and replace the broken part with the replacement. I was told by customer care "[redacted]" that they could not send out anyone to fix my nightstand because I had not called back and two years had gone by. I explained to [redacted] what happened and I was told that "Unfortunately, I had not called back, held on to the replacement part for two years, moved, and warranty no longer applied." I told [redacted] I had spoken to Goof Proof customer care and was told that since complaint was made through Bobs warranty that they needed to follow-up with claim. I was put on hold for 10 minutes then I was told they were not responsible because I had not called. I told [redacted] that I had called in July of 2012. I asked to speak with supervisor and was put through to [redacted]-accountant specialist who told me they couldn't help me and I would have to pay 79.99 for someone to come out. I don't believe I should have to come out of pocket since this claim was filed during warranty period and if they don't want to come out and fix it at least replace the replacement part with the appropriate one since it was their fault and they sent me the wrong replacement part. Can someone please help me resolve this matter since I don't have the money to pay Bob's to get someone to come out. Thank you, [redacted]Desired Settlement: Since they sent the wrong replacement part for the nightstand they should just send me the right one. That's all I want. They can mail it to me if they don't want to fix the nightstand. This claim was filed while my furniture was still under warranty.

Business

Response:

Good Morning Revdex.com,

I spoke with our customer [redacted]

today (8.28.2014) and we have agreed to honor a replacement nightstand for our

customer. I am very sorry and quite embarrassed at the experience our customer

endured while seeking to follow up on her claim with us and I truly appreciate

our customer escalating this concern so that we can ensure our agents are

offering our customers the best resolutions possible.

Thank you for the opportunity to make it right,

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 satisfactory to me.

Sincerely,

Review: I purchased a lot of furniture in May 2011 for my new home. We had a great experience when we went to pick out our furniture. Our sales rep [redacted] told us all about the goof proof protection and how it would benefit us if anything happened in the next 5 years. According to him if ANYTHING happened to the furniture it would be covered under goof Proof protection. I didn't receive any paperwork on the good proof and what EXACTLY it would and would not cover. About 2 weeks ago I called into Goof Proof to file a claim because a cushion on my couch had started to rip. The woman I spoke to on the phone took down all my information and exactly what was wrong with the couch. After entering in all the information she said "i'm sorry but this is not covered under the goof proof protection because the rip is not DEEP ENOUGH." The leather on my couch had started to rip but because it didn't go all the way to the stuffing, the repair would not be covered. I then (very upset) called Bob's and explained to them what happened. They apologized and said they had never heard of that before and would send someone right out for the repair. I also explained to them the size of the rip and what was going on with the couch to ensure they knew what to repair. The repair guy showed up on the following Saturday to "fix" my couch. When he looked at it he said there was no way he could repair it because it was a manufacturing issue and if he fixed the leather it would just start to do the same thing on the rest of the cushion. He got me on the phone with someone from customer service handed me the phone and left before I even started speaking to them. Over the phone they explained that they could not replace the couch because the manufacturing warranty was only for 3 years. This is EXACTLY why I paid EXTRA money for the Goof Proof Protection. They were very rude over the phone and did not help me what so ever. They should have been much more clear with what the goof proof covered because if that is the case I would have NEVER paid for it. This is FALSE ADVERTISEMENT and they should be more willing to stand behind the products they sell. The couch has now proceeded to tear a lot more because of the already existing tear and is only going to get worse.Desired Settlement: I would like Bob's to stand behind their product and replace my couch as they had stated would happen with the goof proof that I purchased.

Business

Response:

Good Morning [redacted],

I am very sorry to learn of your disappointment with your

Goof Proof Plan and your merchandise. I tried to contact you by phone first prior

to sending this response and left you a message with my direct contact number

in the case you would prefer to speak about this concern with me by phone.

Our records

reflect that your living room set is made out of ‘Bonded Leather’ and our

technician determined that the affected item was ‘peeling’. This is considered

a ‘normal wear and tear’ occurrence in the industry and is not isolated to the

bonded leather products that Bobs Discount Furniture sells.

There are

multitudes of public information available to explain why and how bonded

leather products start to show these signs of natural wear. While I understand

your disappointment and the alleged information you cite to have been provided

by your sales person it is appropriate that I inform you that should you

continue to purchase bonded leather products occurrences of ‘peeling ‘will

continue to occur to your product as a result of this material makeup’s life

expectancy.

We always

place the material makeup of our living room product on the placard in front of

the furniture itself (I have included the document for your specific set). We also

always provide a sales flyer sheet to our customers regarding the general

outline of what is covered by the Goof Proof Plan. This sales flyer does

instruct the consumer to seek further information on the complete plan

documents for exclusions. As the specific plan you purchased in 2011 is not

managed directly by Bobs we would have no way of knowing that plan documents weren’t

sent to you and I apologize for the alleged failure of this on [redacted] end.

I have included a copy of terms and conditions associated with your plan for

your education.

Because we

are a company that cares about our customers and because you allege that our

sales professional sold you the plan under a false pretense we can offer to use

the plan you purchased and place a reselection credit into our system for both

the sofa and the loveseat from your living room set. This is actually more than

the plan would offer you in terms of replacement as the contract illustrates

they offer coverage per an affected item only. Should you choose to accept this

option we will go an extra step and offer to deliver your newly selected

merchandise to you at no charge. We will also take away and dispose of the

current merchandise you have in your home on the same date you schedule the

delivery of the new items. This resolution ensures that Bobs Discount Furniture

is placing you first as our customer and coming out of our own pockets to

absorb whatever dissatisfaction you are feeling. Since the Goof Proof Plan allows

for a one time replacement only, we would not credit you for monies paid

towards that plan as the promise you cite to have received at the time of sale

is being completely fulfilled.

I look

forward to hearing back from you as I am eager to help resolve your concern.

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: My original delivery was scheduled on 10/17/14. The evening prior to the delivery the time was moved to a later time. I had no choice but to take additional time off work and wait for the new delivery time. Once the furniture arrived the headboard portion of the bed that supports the entire platform came out of the box smashed and unsuable. The sofa they brought was the wrong size (10" too short) and was missing the legs for the chaise portion so it could not be used at all. The desk had a crack in the base of the top drawer. They left all but the headboard part of the bed and connected me to their customer service number. That dept informed me they would be mailing me the legs to the chaise in mid Nov, mailing me the desk drawer sometime in December! and setting up the headboard to be redelivered the following day, 10/18. Getting no delivery confirmation call later on 10/17 I called back to customer service this time spending 2 1/2 hours on the phone trying to resolve the issue. The rep advised me they were unable to deliver the bed 10/18 but assured me it would be delivered 10/25 and the incorrect sofa would be replaced on 11/1, both Saturdays, which I agreed to because I was not willing to take any additional time off work. Today, 10/21, I receive a voicemail at work confirming my delivery for Friday 10/24!!!!!!!! Are you kidding me? Now I am once again on the phone with customer service and they informing me they are unable to deliver the bed 10/25 and I will have to wait until 11/1. I am sleeping on the floor when I have already paid for the merchandise. This is obsurd! No company can be this incompetent!!

A copy of this complaint is going to the Maryland Attorney Generals Office as well as Bob's is licensed to do business in Maryland.Desired Settlement: At this point I want the bed delivered on 10/25 as promised and 10% of my total purchase price of $250 credited back to the debit card they charged.

Business

Response:

Good Afternoon Revdex.com,

I reached out to this customer

directly today (10.23.2014) and left a message for her with my name and direct

phone number. My hope is that she will call me back directly so that I can

ensure her orders are scheduled as they should be and she receives the exact merchandise

she expected in good condition. We apologize for any and all inconveniences our

failures have caused our customer.

Thank You,

Bobs Discount Furniture

Corporate Customer Care

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

There have already been issues with the partial order that was delivered on 10/25/14