Bob's Discount Furniture

Review: On February 25, 2012, my wife and I purchased a sofa from Bob's Discount Furniture in [redacted]. **. This sofa seats three and has two reclining chairs on either end of the sofa. It is called The [redacted]; we took delivery in March 2012. In October 2013, one of the cable pulls and handles for the recliner broke and Bobs sent a technician out to fix it. He told me that the design was flawed and that he had several complaints. In June 2014, roughly six months later, the cable and handle for the recliner broke yet again. Bobs sent a technician out to fix it. This technician told me that the design was faulty and that he, too, has had several complaints. In October 2014, yet another 6 months later, the cable and handle on the other side of the couch broke. We scheduled a technician to come out to the house to repair the sofa---for now a THIRD time- and he indicated that he did not have the parts and couldn't do the repair. This THIRD technician told us that they had now changed the design of the handle because so many of the sofas like mine were broken. He told us that Bobs was aware of this. He told us the manufacturer was also aware of this and thus the design change. He, however, did not have the parts to complete the repair. Upon calling Bobs, we were informed that the sofa was no longer under warranty. We had purchased [redacted] protection at the time of purchase, a 5 year insurance policy of sorts that is useful in the event of damage; this is a program that is highly encouraged by sales staff as a method to extend the warranty of the product. Much to my dismay, the [redacted] policy is not eligible for what Bobs is now referring to a "manufacturer's" defect. They also indicate that the sofa is not under warranty and if I want it repaired for the THIRD time, it is an out of pocket expense.

I did not purchase a sofa from the manufacturer. I purchased a sofa from Bobs. That same sofa has been broken 3 times in two years. According to Bob's Customer Service, the repairs that took place prior were both done while the sofa was "out of warranty" because the technicians "must have had the parts on them to fix it". They indicate that this is my issue.

Let's recap: I bought a sofa from Bobs and it has been broken THREE times in two years. Three, different repair technicians have flat out told us that the issues are design flaws. Bobs is doing absolutely nothing to stand behind the product they sold us. This is absolutely abhorrent. Bobs is not delivering value. Bob's is not delivering any level of quality. Bobs is ducking any level of responsibility for a defective product they sold us.Desired Settlement: I want the defective sofa removed from my home and replaced with another one. Three repairs in 2 years is a nightmare. I expect Bobs to stand behind what they sold us.

Business

Response:

Good Morning [redacted],

I am very sorry for the disappointment you are experiencing with your reclining

sofa set and the [redacted] Protection Plan you purchased. I assure you that

Bobs Discount Furniture cares very much to satisfy all our customers and we

stand behind the quality of our products including the protection plan we sell.

The [redacted], as its name depicts and the documents associated with the

plan denote, is for protection against accidental damage and in order for a

claim to qualify for coverage under this plan you must report an accidental occurrence

causing the damage you are reporting. I can certainly understand your

frustration as we have serviced this concern several times for you and are now

denying you coverage.

While I

acknowledge why the denial was received from Bobs Discount Furniture as we

actually begin servicing this merchandise for you and covering the cost of

parts outside of your direct warranty from us, I can also clearly see how you

as a consumer may believe that your protection plan would cover you for such occurrences.

The plan

grants you a one time replacement of the affected furniture should your claim

be accepted. Should you choose the replacement option the one time replacement

fulfills the agreement of your protection plan and the plan is no longer active

on the items that have been replaced. In the interest of fairness we are

willing to approve a one time replacement of the sofa using the protection plan

you assumed covered you continually for this occurrence.

If you would like

this option processed we will place a store credit into the system for you

based on the original price you paid for this reclining sofa. We will also

cover the cost of removing the current item and delivering the new item you

select from our showroom on the same day. If you would like us to enter this

credit for you please respond as ‘satisfied’ through this RevDex.com channel and we will have our retail location reach out to you regarding

the credit.

Kind Regards,

Bobs Discount Furniture

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.

Review: I purchased a Black sectional from Bobs Furniture in [redacted] , NJ on 2/16/2014 and it was delivered on 02/21/2014. I also purchased the 5 years [redacted] protection plan which was explained to me that covered anything that happens to the furniture. Either rips, scratches or anything that happens to the furniture I purchased. I purchased a sectional and a dining room set. In Sept of 2014 I started noticing loss of form on the sectional there was a rip and called Bobs furniture immediately on ###-###-#### to report the loss of form and also the rip they told me to contact [redacted] for the rip and they will have someone come fix the loss of form. I believe this was just an defective chair and form can just be put into it for it to look normal again. They had a technician come over on Friday 10/03/2014, he was very rude and sewed up the rip but didn’t do anything to the loss of form. I then called Bobs back on the 7th of Oct to complain about the technician that came by and that he didn't fix the sectional, they apologized and said they will have someone else come by to fix it on Saturday Oct 11. The technician came by and I showed him the problems and he said it can be fixed but they will have someone else come fix it because he didn’t have any tools on him and Bobs only told him to come see what happened to the chair. He took pictures of the sectional. I never heard back from them so I them back on Wednesday Oct 29th to know what the status was and that I have not received any calls from them. The rep I spoke with [redacted] said the 2nd technician said he already fixed the loss of form in the sectional that she had to take his word and that it was already fixed. I then said can I send Bobs pictures to show them it wasn’t fixed and she said no, it wasn’t necessary. I also asked to have our conversation in writing and she said no or to send me the notes from the tech that says he has fixed the sectional. I then asked to speak with a manager or supervisor so maybe they will be able to help me. Now the story changes again and the manager [redacted] said the 2nd tech never fixed anything and they didn’t have the form to fix it. So there is nothing they can do. I then explained to her it only be 7 months I bought the sectional how can a sectional that is 7 months old have problems so quick she then said it normal wear and tear and I explained to her wear and tear should be at least a year or 2 not 7 months after I bought the sectional. I also asked [redacted] or note and she said no and that there is nothing they can do about it.Desired Settlement: I just want the sectional to look nice again. If it cant be repaired then I want it replaced.

Business

Response:

Good Afternoon [redacted],

I am very sorry to learn of your disappointment with your sectional.

I assure you that Bobs Discount Furniture cares very much to satisfy our

customers concerns and we stand behind the quality of our products. The two

technician’s that visited your home from Bobs Discount Furniture reported that

the tearing on your sectional and the lumping of the material are related to

the sectional being battered during the use it receives within its current

environment. We are willing to make an extreme exception as a courtesy to you

in this case and provide two options for resolution, should any replacement

item provided to you experience damages caused by the environment Bobs Discount

Furniture will not offer to take responsible or ownership for such damages.

Bobs Discount Furniture warranties your merchandise against manufacturing

defects as deemed by our factory trained technicians. The [redacted] Plan, as

it name denotes, is for protection against many one time accidental occurrences

of damage and is managed thru a third party company called [redacted].

At this time we can offer you two options for resolution, I have

listed these below for your review:

Option #1:

One time even exchange of the [redacted] sectional. We will take

away the current model you have and deliver a factory fresh model on the same

date.

-Or-

Option #2:

One time store credit to reselect to a different set (the credit

will be based off the original price you paid for the sectional). If you select

this option we will also include a store credit for the storage ottoman you

purchased to match as a one time courtesy. We will take away the current model

you have and deliver a factory fresh model of your new selection on the same

date.

Please let us know how you would like to proceed from this

point.

Sincerely,

Bobs Discount Furniture

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 have chosen option #1.

Sincerely,

Review: My boyfriend and I purchased furniture on November 28, 2014 from Bob's Discount Furniture in [redacted] for our new apartment. We selected all of our furniture and for it to be delivered on December 31st to [redacted], NJ. We were told this would be doable and had the delivery date confirmed by both the sales associate, [redacted], and the customer service representative upon check out. We were informed yesterday that our delivery would now be taking place January 8. We were baffled as to what had happened to our originally scheduled date we were promised. We asked what happened, they couldn't figure it out. We spoke with 3 customer service reps and they all told us it was impossible to change the date, even though we were scheduled for December 31st. We want that date honored. If they knew they couldn't deliver, they should have told us sooner because now, we can't move into our apartment without furniture to sleep on or live with. This ordeal has been greatly upsetting. We asked for the delivery charge to be dropped since they couldn't delivery on the date we were promised. No, they couldn't do that. They offered a 200 dollar bob's gift card which does nothing to get our furniture in our apartment on time as promised. They lied and screwed up and should be held accountable for their actions.Desired Settlement: On the date it was promised, not a week later. They should make accommodations for their mistakes.

Business

Response:

Good Afternoon

Revdex.com,

Please

pass on our sincerest apologies to the customer for the failure that caused her

delivery date to be changed. We most certainly understand the frustration and

inconvenience this caused our customer and remain just as disappointment as she

is that we are unable to procure her full sales order of merchandise for

delivery on the agreed upon original date.

As we

are continually growing and prospering as a business it is completely uncommon

that we would guarantee a delivery date and then not honor that promise. We

wouldn’t be as successful as we are should this be the natural order of things

for our company, therefore after reading this complaint I did feel it necessary to perform my own

research as to why the original date may have become unattainable.

My

research indicated that certain integral parts of the customer’s merchandise

became unavailable to our expected inventory stock count therefore the soonest

date we would physically have the merchandise to bring to her changed. This

inventory depletion can happen and while extremely rare we are regretfully at

the mercy of the shipping system used by our overseas vendors. The merchandise

is loaded to shipping containers and transferred across the ocean on a large

boat, United States Customs is always involved, and then the merchandise can be

offloaded and reloaded to an 18 wheeler (managed by the vendor’s stateside

contacts) before finally arriving to one of our distribution centers.

We

never anticipate this delay to occur and in most cases our dear customers are

never affected by the shipping process we take faith in. As the retailer in

this equation we have little to no control over the amount of time it takes for

product to arrive to us.

In

the customer’s specific scenario our records indicate that this customer spoke

with a member of our retail location yesterday (12.29.2014) and had her

original demand honored (waiving of the delivery fee as an apology from us).

While these events remain beyond our control and we again apologize that the

original delivery date cannot be honored we do feel offering such a high level

of compensation prior to even making a delivery attempt is more than fair and

adequate in resolving this concern.

Kindest Regards,

Bobs Discount Furniture

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, but they need to work better to ensure this doesn't happen to other customers in the future.

Sincerely,

Review: I purchased furniture on Saturday, January 24th at the [redacted]. They gave me a delivery date of 1/29/15 between the hours of 6:30am - 9am. I received a call that same Monday (1/26/15) to reschedule the delivery date due to the inclement weather. When I call ed to reschedule, the representative I spoke with was rescheduling my delivery for the original date given. Therefore, the delivery date remained the same. When the date approached, I didn't receive any delivery nonetheless I lost time from work waiting on the delivery. So I call Bob's and spoke with a representative that informed me that all deliveries were cancelled for that week. I was never informed of any cancellations or rescheduling besides the one I received prior. I then rescheduled my delivery for Monday, 2/2/15. However, there was another snow storm expected so the furniture rescheduled once again; I was rescheduled for Tuesday, 2/3/15 in which I was never given a time frame of when it was going to be delivered. I received a call from a gentleman informing me that the furniture was on the way and would reach destination within 30-45 minutes. The delivery reached my location and never made it inside my apartment. The person I had waiting in the apartment for the furniture mentioned that he did in fact see the deliverymen and furniture outside of the window. A few minutes later they left and never delivered the furniture. As I was tracking the order, I noticed they had entered the order in the system as being delivered I then called Bob's to speak with someone regarding this matter and the representative I spoke with was only willing to reschedule my delivery yet again. I then asked to speak with a manager since it was an error on Bob's end as to why it wasn't delivered. The manager I spoke with approved a Go back ticket to make sure the delivery was delivered that very same day (2/5). I received a call around 8pm that same day from the same gentleman who called me earlier that day informing me that the deliverymen were on their way and should be at my location shortly. This gentleman then realized that he spoke with me earlier that day and asked if I ever received the furniture and I informed him of what happened. So he stood on the phone with me until the deliverymen arrived. I went downstairs and met with the deliverymen who were telling me that they called my phone 3 times. For some reason, they were calling my secondary number which didn't make sense since the gentleman informing me of the delivery time was reaching the correct number. Basically, during this delivery there was an extreme amount of miscommunication which lead to several phone calls and complaints from me to Bob's during my on and off work hours. I called in the very next morning to receive compensation for the lack of communication and punctual delivery. The manager I spoke with informed that the only compensation I can receive after the excessive amount of frustration and stress was a gift card to Bob's. I asked her if there was any way to receive some type of discount on the furniture or if the delivery charge can be waived and she told me no. I repeatedly kept mentioning to her that I was very unhappy with the services from Bob's and also mentioned that I would never shop there again nor would I recommend Bob's to anyone, so a gift card would defeat the compensation purpose. She was insistent that there was nothing else she could do to compensate for the poor service that Bob's provided. I told her to put through the gift card but that I would call back to speak with someone else because I was not happy with the whole compensation process. I believe that if a customer is unhappy with the service and if they are informing you that they will never shop there again, a gift card is pointless.Desired Settlement: As compensation for the lack of communication, late delivery, poor customer service and my losing time from work, I would appreciate a discount off of my furniture and a waive on the delivery charge.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest

apologies for the inconvenience the multiple deliveries caused our customer. We

can certainly understand the customer’s frustration and acknowledge the reasons

why the customer feels they are owed something additional after their concerns

have been resolved. While we assure our customer that their satisfaction is

extremely important to us, weather delays are not a part of our business we

have control over and the failure that we did cause during the delivery arrival

on 2/3 was made right by ensuring our delivery team returned to the delivery

stop to complete the delivery as scheduled. We take full ownership for any

failure that is within our control and have addressed the obvious coaching

concerns presented to us.

Bob’s prides itself on providing

quality service and the best value product for the price. Our primary focus is

on making the concern we caused right so that our customer is satisfied with

the product that they have purchased from us. We have resolved the original

concern and delivered the customer the merchandise originally expected in good

condition. At this time any additional accommodation we feel adequate to offer

to the customer is a form of our apology and at our internal discretion.

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

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

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

amount. Should the customer wish not to provide us with another opportunity to

deliver merchandise we can understand the reasons why in this scenario and 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 the gift card we are offering.

Contrary to this customer’s complaint, their account records reflect

no processed agreement or recording of speaking with us about a further form of

apology. As of right now we are able to express two apology offers to our

customer and while it is far beyond our normal practices to do so I have

included one monetary refund offer below honoring this person’s demand. In the

interest of fairness for all consumers alike, we do not offer apology amounts

based off of any individual’s time and we are unable to offer a discount off of

factory fresh product that stands in the home in good condition.

Please ask the customer to review

the below offers of compensation and choose the one option they would prefer to move forward with.

Option #1:

Bobs Discount Furniture Gift card

in the amount of $100.00. If accepted the consumer can expect to receive this

card in their regular mail bag within 7-10 business days.

OR

Option #2:

A monetary refund (processed to

the customer’s Wells Fargo financing account) of $50.00. If accepted the

consumer can expect to verify this refund within 1 complete billing cycle via

their Wells Fargo financing statement.

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 will accept the monetary refund of $50.00 processed to my Wells Fargo financing account.

Sincerely,

Review: On 2/13/15 I enter BoB's furniture store in [redacted] to purchase a living ro o m sleeper sofa the sales person was very nice l told him that I needed the furniture delivered early morning because I work in the afternoon he told me not a problem they have something called a breakfast bob that I could it delivered around 6am and 10am I said thats fine he said the delivery date would be 2/20/15 on that date the delivery truck showed up came up stairs with my furniture and said I can't get the sofa inside I said I have the same sofa inside now and I showed the delivery guy he said no it not the same im gonna have to call and get my money back or choose something different because there is a lot of traffic out there and we have to move the truck not only did they arrive at the wrong time but the delivery guy was rude they told me tgey were showing up in the morning never did they arrived at qpm on 2/20/15I called the store to get me refund back someone told me I should have my refund back that after noon never got it I went to the merchant store the next day 2/21/15 and spoke with a sales manager [redacted] how stated that he would contact someone and my money will be back on my card monday I still have have not got my money yet effective 2/24//15 No one seems to no what there doing every body I talk to tells me something different from customer service in on I will never go there again this was the worst experience I've ever had.

Business

Response:

Good Afternoon Quitemae,

I don't blame you for being very upset with us and on behalf of Bobs Discount

Furniture I extend my sincerest apologies. I know and acknowledge how

unpleasant this entire ordeal has been for you and while I know this is your

Bobs experience I assure you that we would not be continuing to grow if all our

customers were met with so much disappointment during such an important

purchase.

Your comments regarding the service you received by our team are

very important and concerning to us. You deserve only the best service,

especially when you visit Bobs and I apologize again that we let you down.

Our records indicate very different dates then what you have

listed in this complaint. For example our records show that our attempt to

deliver your product occurred on 2.27.2015 (this past Friday – not a week prior

as you have asserted).

Our records further indicate that your refund was fully released from our

internal systems over this past weekend and officially the next day for banking

business wouldn’t have occurred until that following Monday (3.2.2015). I can

certainly understand the immediate need to have your funds back on such a large

purchase like this and I feel terrible about any delay that may have occurred

in between our release and your bank’s (or the bank the credit is thru)

reallocation of these funds. Normally we provide customers with a 2-5 day

estimated complete processing time because of the fact that even after we

release these funds there is another

party involved in getting these funds back to you. Your refund was also

entered and processed over the occurrence of a weekend which is significant due

to the nature of this transaction. Technically speaking today (3.04.2015) is

the 3rd business day from processing these electronic funds from our

end.

I would expect that the funds be completely reallocated to your method of

payment by this Friday (3.06.2015) which would meet our expectations of a maximum

five day processing time, if this is not the case, please feel welcome to

respond back to us via this Revdex.com channel and we will preform more extensive

research with our Accounting Department.

Once more – the funds have been completely released from our end

and at this time if you are still waiting on the refund it is due to the processing

time associated with the bank your card if thru.

I apologize again for the inconvenience our failures caused you and genuinely

hope that you will provide us with another opportunity to earn your trust back

in our business in the future.

Kindest Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I still have not received my refund and it is the third business day today and you indicated that my dilvery was on the 27 of February witch is not true I think you have me mixed up with someone else's delivery date because I was at BoB's furniture on a Friday the 13 and my delivery came the following Friday the 20 at 1pm when It was supposed to be a early delivery its a shame that I have to deal with this I just want my money back and I'll never shop at a BoB's furniture again. Also no one never told me it takes 2 -5 business days I was told 3 business days and like I said my money still has not been refunded.

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

It looks like the consumer responded to our message on the same

day we sent it thru to you (3.04.2015). While we understand the customer’s

frustration and apologize again for any inconvenience the refund processing

time caused -a response on the same day to our message seems unproductive as I sincerely

indicated that this customer should give it until 3.06.2015 before checking in

again.

We received this message from you as of 3.19.2015, looking into

the account today (3.23.2015) our records show no new notes since our last

response on 3.04.2015. I believe at this point and given the fact that the

consumer has not reached out to us or you again the refund has been fully received

and processed.

Kindest Regards,

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: 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: 11/28/15 – purchased 8 items totaling $3,337.02 Standard Order [redacted] Of this amount, $229.99 was delivery costs. Our first visit to the store was approximately 2 weeks prior, with sales person Bruce A[redacted] who mentioned that “90% of the items are on site” and both Bruce and Alicia T[redacted] who completed the order on 11/28, told us Bobs has “guaranteed delivery dates”. Only after running my credit to approve for the Bobs financing, were we told the items were on back order. However, the “guaranteed dates” as promised by the store representatives, were 12/15/15 for 6 items, 12/19/2015 for a “Shimmer Rug” and “Middle of January” for a Montibello Pearl Kitchen Island. The purchase order has the dates clearly marked under the “Delivery Date” column.

11/28/15 – responding to my question regarding guaranteed delivery date, sales rep Alicia T[redacted] told my wife and I that the last item did not have a date populated, because the system only populates the date once the delivery is confirmed and scheduled, but the estimated middle of January is guaranteed. Alicia also said she would check every day as she does for all her customers and call us daily. That was the last time my wife and I would hear from Alicia.

12/15/15 – Delivery for the 6 items arrived as promised on the bill of sale order. However, one of the dining set chairs was the wrong item, the table top of the dining room table arrived damaged, and the recliner backs appeared to be in loose or unstable condition.

12/19/15 – no delivery of the Shimmer Rug, as promised on the bill of sale order.

12/30/15 – Inspector arrived and confirmed damage of the table top of the dining room table, and tightened the back of one of the recliners. The inspector then phoned in the service order for the dining room table and I was told at that time Bob’s would contact me to arrange a date for a new table. No one contacted me about the dining room table. Still, no one had contacted me about where my 12/19/15 delivery of the Shimmer rug was.

1/3/16 – Kiki of the [redacted] store left a voicemail message at 2:05 pm on my cell and her exact words were “we can go ahead and schedule delivery of the merchandise you’ve been waiting for, first available was Tues 1/26.”

1/3/16 – Call back to the [redacted] store, and was told the earliest date for the Shimmer Rug, which was promised 12/19/15, was 1/26/15; was then told that the other item, the Montibello Pearl Kitchen Island, which was promised middle of January (and would also be available on 1/26/16 per Kiki on my voicemail), was now unavailable until the “Middle of March” 2016; in one mere hour the delivery date was changed by 2 months, pushing back the delivery date to 4 months past date of purchase and, most disturbingly, nowhere near the “guaranteed delivery date”. My purchase was only decided by this (perceived) good-faith bargaining tactic, which became a lie, and then a fraudulent business practice.

1/3/16 – Called the customer care ###-###-#### phone number and formally requested either: (a) Kitchen Island delivered on 1/26; (b) Kitchen Island delivered NO LATER THAN Mid-March but if so, then we receive the item for free due to broken “guarantee delivery date” promise, or (c) All items in the home are returned immediately to Bob’s at Bob’s delivery and expense, remaining 2 items are cancelled, and $0 is billed to me for any and all services/fees/delivery etc. etc.

1/4/16 – Got tired of waiting for a call back, filing a formal complaint to Revdex.com

This is downright fraud- we committed to spending $3300 and change because of the direct promises of the Bobs sales staff. What’s worse is that 4/6 times I have called the [redacted] store the people handling the call were completely indifferent to my displeasure- as if they could care less now that they got the bulk of my money commitment. Left with no recourse, I appeal to the Revdex.com, the one organization that protects consumers, to remedy my situation according to my request above, and repeated here below:

Either:

(a) Kitchen Island delivered on 1/26

(b) Kitchen Island delivered NO LATER THAN Mid-March but if so, then we receive the item for free due to broken “guarantee delivery date” promise

(c) All items in the home are returned immediately to Bob’s at Bob’s delivery and expense, remaining 2 items are cancelled, and $0 is billed to me for any and all services/fees/delivery etc. etc.

Thank you.Desired Settlement: Either:

(a) Kitchen Island delivered on 1/26

(b) Kitchen Island delivered NO LATER THAN Mid-March but if so, then we receive the item for free due to broken “guarantee delivery date” promise

(c) All items in the home are returned immediately to Bob’s at Bob’s delivery and expense, remaining 2 items are cancelled, and $0 is billed to me for any and all services/fees/delivery etc. etc.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies to our

customer, we absolutely acknowledge our customer’s frustrations with us and

take responsibility for the lack of care they feel their concerns have been

addressed with.

We have interacted

directly with this customer since their Revdex.com posting, the current account

information I can locate reflects the following:

The incorrectly delivered

dining room item concern was resolved on 12.22.2015.

The paperwork to have the

damaged table top replaced was arranged on the same date of the service call

(12.30.2015) however it remains unscheduled for delivery and on a ‘waiting on

customer’ status.

As

availability for delivery dates are based on sales happening in this customer’s

area in real time today we ask that the customer contact us directly to receive

the available dates of delivery we have for this table to. We are currently

unable to accommodate delivering it on the same day the rug is currently

scheduled for.

The rug is scheduled for

delivery on 1.26.2016.

During our conversation

with the customer on 1.7.2016 our records indicate that the customer advised us

that they would continue to put reviews up about our organization unless we

agreed to one of their requests. In response to these requests we advised the

customer that regretfully as a retail chain, and not a manufacturer, we have little

control over the availability of some product. As this is a shipment our

inventory system clearly expected in sooner there is always the chance that the

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

the anticipated date we have right now.

We did offer the customer an immediate compensation

accommodation ($229.99 refund of delivery fee paid), which the customer

accepted with the understanding that they would wait for the kitchen island to

come in for delivery. We did also offer to work above the policies stated on

our sales invoice and remove the dining room furniture for a refund should the

customer be unable to wait for the island to become available; however the

customer’s account reflects that they happily chose the accommodation

compensation offer from us on 1.07.2016 and this refund has been processed to

the financing account used for this purchase.

Please know the customer

is still able to cancel the kitchen island at anytime and receive a refund (as

stated on their sales invoice) and we have proactively worked above and beyond

in an effort to make any communication failures and/or product concerns right

by this individual customer.

At this time the exchange

for the table top remains opened and unscheduled and we look forward to

speaking with the customer directly to get this delivery scheduled. We

apologize again for any unintended inconvenience the wait time on the kitchen

island continues to cause our customer and pledge to them that we remain just

as disappointed as they are that we have not been able to fulfil their entire

order.

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.

Whomever I spoke with last that offered the compensation which I accepted was first rate. I would like to take a minute to thank that person whom I cannot remember her name as she exhibited class and respect for the customer that was sorely lacking at the [redacted] store. While I have yet to see the credit I will take the business at its word and remove this complaint. The only way I would wish to reopen it is if either of the credit was not refunded to my account or the island takes longer than the March date. Thank you very much

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 June 13 20013 I had want up to BoBs Discount Furniture to buy a bed and I had order it and the day it was going to be deliver they call me a half hour befor that it was going to be deliver they told me that they was missing the headbord then I had want up to the store and told them what happen and they told that they can deliver that friday I had someone at my house and this time they had the twin size headbord queen size bed frame I had want back up there and ask to talk to a manger but he didnt want to talk to me I been calling the customer care hotline and no one can help me I been laving message and know ones been calling me back I am very up set and its been making my blood pressure up and its making up set alot all I wanted was a new bed and this is what happen I didnt get anything

Desired Settlement: all I want is the bed that I pick out

Business

Response:

Business Response /* (1000, 5, 2013/07/08) */

Good Morning [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the failed delivery attempts of your bed.

According to our records we attempted to contact you on 6/27/13 to discuss your concerns but received your voice-mail and left a message.

Our desire is to redeliver the bed, although, you canceled the order on 6/21/13. Should you allow us the opportunity, we will assign a white glove inspection to ensure the correct item is delivered and inspected prior to arrival into your home as well as apply a $75 gift card toward to the purchase.

Your satisfaction is our ultimate goal and it is our hope that you allow us another opportunity to restore your faith in, Bob's Discount Furniture.

Consumer Response /* (3000, 7, 2013/07/09) */

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

I have hard anything from them they call me but when I had call the gril told me that she had to send a email but know one has call me when they call they dont leave a name or ext to call them back so I am not going to close this and I am still very un happy

thank you

[redacted]

Consumer Response /* (3000, 11, 2013/07/15) */

I havent heard anything from bobs discount furniture they have very poor customer service I will up dates on the case I should get more then $ 75.00 dollars gift card I will naver shop in that store again .

Review: 5/24/13 bought over $7400 worth of furniture from Bob's Discount Furniture. Was told that my child's bunk bed would not be delivered until 6/15/13. The delivery date for the rest of my furniture was 6/4/13. Most of it came on 6/4 but the master bedroom dresser and chest was not. I never received a call to notify me of this. The chest came on 6/11. Was told it would come between the hours of 830 am-1030 am but came at 7am. My fianc missed a day of work without pay. Was told I would not be receiving the bunk bed until 6/20 (original date was 6/15). The dresser and bunk bed was set for delivery on the 20th of June. I called customer service for a delivery time. Was told that they could not guarantee a time. With the other delivers we were given a time frame. I told that I bought over $7400 worth of furniture, keep getting different stories as to when we might get this bunk bed; in the meantime my child has to sleep on a mattress on the floor. The manager told me that people have spent more money than that at Bobs stores. On 6/20 the dresser and the bunk bed came but it could not be assembled because the wrong hardware was sent. The bunk bed could not be put together because it was unsafe to use the wrong parts. Was told by customer service that I would not receive the hardware until 7/19. I was going to send the bunk bed back but the customer service rep said that she would have the warehouse in Connecticut overnight it and that I would receive it in 3 to 5 business days. I agreed to have the railings of the bunk beds in the house for the few days until the hardware arrive. On 6/26 I went to the store where I bought the furniture and spoke with the manager, Mr. [redacted], in reference to the hardware because I had yet to receive anything. He said that he would call the Connecticut warehouse to see if they had the parts there and if so then he would have the parts overnight them to him. We did not hear back from Mr. [redacted] nor receive anything. 6/29/13 called again and spoke to a manager. She said that she would try and get the parts from the Connecticut warehouse (again) and overnight the parts to us. On 7/1 I received a message that the parts where shipped. Didnt receive anything. 7/6 I called was told that the parts where shipped USPS (regular mail). 7/9 called once again customer service because I hadnt received anything and was told that because of the Fourth of July holiday it will take a few extra days. I spoke with a manager, [redacted], and he was very truthful to me. He said that the parts were never shipped. He said that it looked like the parts were ordered but never sent out. I told him that I wanted this bunk bed frame out of the house because it was dangerous and that my children could get hurt. My home was being used as a storage facility for a bunk bed that I could not get the parts to. 7/11 they came to pick up the bunk bed. Finally spoke with a manager, [redacted], and was told that I would be receiving the bunk bed along with the proper parts on July 20th 2013. I was given the run around as to when I would be receiving the bunk bed, then given the wrong parts, was given the run around as to when I would be receiving the parts, was lied to that the parts were even sent, lost a days pay, and my children had to sleep on the floor for two months. Also, was never informed that I would not be receiving my full order. I knew that I would not be receiving the bunk bed but they did not call to let me know that I would not be receiving the dresser and chest until a later date.

Product_Or_Service: furniture

Order_Number: XXXXXXX

Desired Settlement: Would like to receive compensation for all the run around, lies and the inconvenience my family received. The cost of shipping is unacceptable.

Business

Response:

Business Response /* (1000, 5, 2013/08/12) */

Good Morning [redacted],

Thank you for choosing Bob's Discount Furniture for your home furnishing needs.

I have researched your account and apologize for the merchandise delay, failed delivery service and inconvenience. Your satisfaction with the merchandise and service we offer is our goal.

I am pleased to learn that delivery of all items has since been completed however, I have shared your experience with members of our customer care, delivery and store management team and expect any changes necessary to improve the quality of our service(s) will be implemented.

Your desire for compensation is understood. We previously offered a credit of your delivery fee and in addition I would like to offer a $200 gift card, which I hope your children can use toward the purchase of an accessory item to compliment their new bunkbed.

Your business is appreciated and we apologize for the inconvenience.

Review: I purchased a bed for my 9 year old son 9-12-13. We recently moved to ** and the sales person was aware our other personal items have been delayed in [redacted] this bed for my son was going to be our only piece of furniture. The bed was delivered 9-14-13 and I paid additional to have the bed assembled. My son noticed later in the evening that a screw was placed in the wrong area. The error was noticed after normal business hours on Saturday. I neglected to bring the photos of the damage to work with me Monday to send to Merchant, 9-16-13. On 9-17-13 I contacted merchant by telephone made them aware of damage and was instructed on how to send them photo of damage. I was told during 9-17-13 call I would be recontacted regarding a solution the following day, 9-18-13. I never received a return call and I recalled merchant. I recalled the merchant 9-20-13 and was told that they had received photo and it was being reviewed and I would be contacted regarding a time they could send someone out to make repair to bed. I explained to representative I had moved to ** for a job and I would be in a training class for several weeks and I would not be flexible in my schedule. The representative then advised that the repairman technician would only have specific times available and I would have to work with the during their available times. I then asked that s bed is now damaged and due to their assembly that they come and retrieve damaged bed. The representative advised that even though they caused damage bed during assembly I was only due a merchandise credit and a credit to my credit card. I find this merchant to be dishonest, difficult to work with.Desired Settlement: I now know the dealings of this merchant and I am uncomfortable dealing with them. I would like them to come retrieve their bed and provide a full refund.

Business

Response:

Good Afternoon Ms. [redacted],

Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I have researched your account and apologize that there is damage to the new bed.

Our first course of action would be to send a technican to your home to assess the damage and provide repair services, if possible. We understand the importance of your time; Our technicans are available Tuesday- Saturday and if necessary we can call you a 1/2hr- 1 hour prior to arrival. In an effort to remain fair to every customer, we must be given an opportunity to perform this service. A refund is not an option at this time; please refer to our service and refund policy, noted on your sales invoice.

Your business is appreciated and we will work with you to accomodate your scheldue, as best as possible. I apologize for the inconveniece we have caused and expect to resolve your concerns to your satisfaction.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:My son is 9 this is a two story bunk bed. since I made my original complaint I've have more issues with the bed. Front and side screws have actually removed themselves from the bed. This bed is not safe. My son only weighs 46 pounds I wonder what would have happened to the bed of average size and weight.

Sincerely,

Business

Response:

A service technican must be sent to the home to assess the damage and determine cause before we can explore any alternate options for recourse.

Consumer

Response:

I apparently have no choice but to accept this response. The retailer is provider no alternative. 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,

Consumer

Response:

From: [redacted]

Sent: Monday, October 28, 2013 12:08 PM

To: [redacted]@ct.Revdex.com.org

Subject: complaint # [redacted]

Revdex.com

Regarding the above complaint. I am unsure what next steps I should take. As the business was unwilling to make any movement with regard to the return of the unsafe bed it sold me for my child I had no alternative but to accept their offer to send a representative to repair the defective unsafe bed. (8) days later, after several calls I have still had no reply on when the may happen. This is the service I received after purchasing the bed, and why I originally contacted your facility.

Please let me know what I can do for next steps as the facility is not complying with the agreement they insisted on.

Thank you.

Business

Response:

Good Morning Ms. [redacted],

I attempted to contact you this morning, 10/30/13 to scheldue a service appointment but recieved your voicemail and left a message. Please contact our customer care department at [redacted] to scheldue the appointment.

Review: 9/25/2011, I purchased several items from the store which included a Chocolate penny Queen sleep sofa and mattress. I was also offered Bob's Goof Proof protection plan for an additional $99.00. I did not have any visitors to sleep on the sleeper in the first year. After two times sleeping on the sofa one of my guest informed me that the mattress holder on the sleeper was falling apart. On 3/6/2013 I called goof proof and was told I was not in the system. After several calls tot he store and goof proof I was still not put into the system. Each blamed the other. Finally on 4/18/2013 I was put in the system. I tried to place a claim on the sleeper. I was then asked if there were any other complaints that I had noticed scratches on the dressers. So I said yes by the way there are scratches on the front of the dresser I was then told to see if there were anymore scratches. I was told the claim was denied because I had too many claims, and could only submit one claim at a time. This was on the contract. I never received a contract. No one every told me this and I was never sent a contract by the store or goof proof I was only given a brochure of what goof proof covered. I thought this was the information I needed to file a claim. Well the store did send someone out that repaired the scratches but said the sleeper's frame was bent. The frame was bent because the mattress holder had fell apart and the sleeper would not go in the representative had a difficult time putting the sleeper back in. Goof Proof then sent me a check pro-rated for 62.90 because I complained that I paid for a service that is not of any good to me. When I went to cash the check I noticed that it had a message. That if I cashed the check it constitutes full and final satisfaction of all claims due payee or payor. I have not cashed the check yet. Because I do not feel satisfied with a sleeper that fell apart on me in less then two years. Each blames the other for not sending me a contract.Desired Settlement: I feel as though I should receive a refund for the sleeper which did not last two years and the full refund for the Goof Proof insurance, since I was mislead by the representative that took my complaint, to look for more problems with the furniture. I asked for a appeal on the call from the representative at Goof Proof and was told someone would get back in touch with me. I had to actually call them, that's when Goof proof sent the check. I paid $599.00 plus tax for the queen sleeper.

Business

Response:

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and learned the reason for the goof proof claim denial.

Guardian (goof proof) states that in April 2013 you reported a pen tip puncture on the left side seat cushion and the sleeper frame was hard to open and close; Guardian asked how the damage occured but you were unable to provide a specific incident. As a courtesy Guardian offered a 24 hour call back, giving you time to confer with members of your household regarding the cause of damge but you refused and as a result your claim was denied. You also reported paint chips and scratches on the TV and lingere chest however, the claim was denied for normal wear and tear, which Guardian does not cover.

Although the manufactuerer warranty for the sleeper has expired, Bob's will allow you to return the sleeper frame for store credit minus a 30% usage fee, void the goof proof plan and you will be responsible for paying a new delivery fee.

Bob's Discount Furniture appreciates your business and awaits your reply.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I did speak with a representative regarding a 30% refund store credit to be used within 60 days, and at the time of delivery of the new merchandise, Bob's would pickup the old merchandise. I was not informed that I would have to pay a delivery fee, since they were going to pick up the merchandise upon delivery. Although, I feel as though I should have been compensated for the time when I first tried to file a claim, I am trying to be cooperate to recoup my loss. Also at know time did I refuse services from Bob's or their representatives and know one lives at my resident to confide in but myself and a grandchild. I did not know about the whole in the couch because it could have been done by an unsuspecting visitor (which I do not have many of).

Sincerely,

Business

Response:

Good Morning Ms. [redacted],

I apologize but I do not understand your response.

There is currently a store credit on your account in the amount of $419.30, allowing you to return the sleeper sofa and mattress within 60 days (12/28/13). There will be no charge for pick up however, you muat pay delivery for the newly selected item. The confirmation number for the return order is [redacted].

Review: Ww purchased our furniture from this store back in March of 2013 and we also got the goof proof. Now our rug is fraying and they are refusing to replace the rug since we did not know how the damage was done. This goof proof is turning into just a big old goof/joke. This place a rip off and they do not care about there customers. My brother his sofa was sinking in and they basically said screw you. Well Bob's screw you I have told everyone I know not to purchase furniture from you and the reason why is because you sell cheap stuff and you don't honor your product. So screw you and your furniture.Desired Settlement: I want my rug replaced at no cost on my time that is convenient to me since you have been uncooperative to work with. I want a new rug and I would like a refund for the inconvenience and the fact that your goof proof is just a complete and utter joke.

Business

Response:

Good Afternoon Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and was pleased to learn that this issue was addressed and expected to be resolved on, 11/23/13, once delivery of the new rug is complete.

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 ###-###-####.

Review: I had bought a bed at Bob's Discount Furniture and had it on layaway. The cost was 999.00 before taxes. I have paid 862.00 on it. I then transferred the balance over to the finance company or so I thought. I called the Finance company the other day to get the buy out price. was told that it was 1093.00 So you do the math. doesn't compute. I asked why. they said they take the original sale price and finance that (of course they do, so the consumer has to pay more finance charges). I dealt with that. I understand that there are other fees attached....but why would I be paying double for an item. The item was purchased for my mother who is very ill. The Manager at [redacted] couldn't help me, they talk in circles and the paperwork they have makes no sense. I asked to speak to a District Manager. Was told he would be in between 1130am - 200pm. I did my errands and called back at 130p. was told that they just spoke to him and hew would be there shortly. I went back tot he store to wait for him. The manager continued to call him. Finally the Manager said that the DM would like to speak to me on the phone. (his name was [redacted]). I explained that I was uncomfortable speaking on the phone in front of other customers and when will he be in the office. He said he no intention of going to office. I voiced my concern to him, he said he couldn't answer my questions. I stated that as a DM he should be able to answer my question. I then asked again why am I being charged double, he told me that the finance company has to make money, I said fine but not a thousand dollars over the selling price.....he said most definitely..............I feel that this is highway robbery and the consumers need to know what this company is doing to them. I also spoke to a manager at Bobs Furniture and he didn't seem to be too concerned. I will never buy another piece of furniture from Bobs again. These people made me so mad and infuriated that my medical condition acted up that afternoon. I had palpitations from the stress. I really hope that you can help me. I have no problem paying what I feel is due. But I feel like they misappropriated my $862.00 that was transferred from Bobs to [redacted]. Please help

Business

Response:

Good Afternoon Ms. [redacted],Thank you for choosing Bob's Discount Furniture. Since you have selected [redacted] acceptance (rent-a-center) as your finance option, you must speak directly with your [redacted] representative to discuss your cont[redacted]t and finance terms. While the furniture you selected is located in Bob's Discount Furniture, it is owned and financed by [redacted] Acceptance.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

my complaint was with [redacted]. I feel Bob's Discount Furniture should help in the resolution of this issue as it their store that people are shopping and wanting to do business with. I feel the relationship between Bob's Discount Furniture and [redacted] is a very bad choice on their part. I will never set foot in that store again, as well as many of my friends, They have actually gone in and cancelled their purchases because of this issue. I will be retaining legal assistance to end this nonsense.

Sincerely,

Business

Response:

Good Evening, I have spoken with our [redacted] department within the [redacted] location. I spoke with [redacted] who explained to me that she and her manager have been in recent contact with [redacted]. The [redacted] company is now working with [redacted] to ensure her satisfaction with Bobs and our [redacted] program.

Review: Bought 2 twin size bob-o-pedic mattresses 3 yrs ago ,took off mattress covers to clean, found black mold.Contacted company was told , it had nothing to do with there product, was an environmental issue.I happened to mention the mold to a co-worker who happens to own a bob-o-pedic and also has mold in the same spot uder rubber piece under mattress. I also looked online to find numerous other complaints, all exactly the same, black mold in the same spot. This is a serious health issue to anyone who owns a bob-o-pedic and is unaware they are probably sleeping on mold.Desired Settlement: Although I fell I should get some money back, because I had to replace both mattresses, my main concern is that they continue to sell this mattress even though they are well aware of this problem.THE CONSUMERS DESERVES THE RIGHT TO KNOW

Business

Response:

Good Morning Revdex.com,

Please pass on our apologies for the frustration and the alarm

this mold issue has caused to our customer. There are several reasons as to how

or why this type of concern arises and regretfully because they are all related

to the environment the product is being kept in; Bobs Discount Furniture is

unable to take ownership or responsibility for this occurrence. By offering

this customer any type of resolution we would be taking responsibility for this

concern and this concern is not directly related to Bob’s Discount Furniture;

there are various articles and education available to the public regarding

‘mold on a mattress’. This issue is also not directly related to our brand of

memory foam mattress (Bob-o-Pedic) and it is reasonable for any retailer to

assume that their customer has done the appropriate research to satisfy their

own needs for information prior to purchasing any product. A retailer cannot be

responsible to advise every consumer how the specific merchandise they have

chosen to purchase will react within their specific home environment because

the sales person is not actually going into that specific environment and

inspecting it while selling a product. I agree with our customer that a

consumer always has a right to know, however I believe every consumer as an

obligation to educate them-selves prior to purchasing a product they will use

so frequently.

Mold is a fungus found in areas

that are mostly dark and moist with very little sunlight and little to no air ventilation.

Fibers and foams like those found in mattresses can be common places that

support mold growth. If our customer is wondering how,

why there is moisture under his mattress the simple answer is that the came

from his body.

Everyone sweats in their sleep; some

folks do more than others. Having been a salesperson for Bobs before, I have spoken

to several customers who say they can sweat up to a pint or more during the

course of an evening. Any type of memory foam mattress is manufactured to hold

in heat and remember your body signature as the years of use pass by. Through out the

course of a night the body temperature rises and the human body perspires in

order to cool it back down. During this process the body gets rid of a great

deal of water. Ultimately if moisture gets beyond the bed sheets and/or the bed

protector the mattress acts like a sponge and absorbs the moisture.

I am truly

very sorry that we have no recourse to offer this customer relating to this

concern and I do hope he will understand our position in this case and provide

us a future chance to earn his trust back in our business.

Kind Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Business

Response:

Please allow me to confirm that we have reconsidered our position on this issue as a business and are currently seeking to provide assistance to customers who are experiencing this concern. The education I provided above is factual and in the event that mold occurs it is not a manufacturing defect and will continue to occur if the customer continues to keep a foam based mattress in that specific environment. If this customer still had possession of this bedding we would look to remove the product from the home and provide resolution based off the cost of that product. As the product has been disposed of, for reasons that we do understand, we cannot confirm that the condition of that product had these damages in order to be able to offer a resolution to this individual customer. We do care very much for any customer who is experiencing this concern and maintain that we are offering appropriate offers for resolutions based on individual situations and current circumstances.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: l feel it is a manufacturing flaw as the mold only occured under the rubber portion of the underside of matress cover.And if Bobs can't understand why I would dispose of black mold ,after being told by their company "there's nothing we can do" and "this is not our fault", then perhaps they need to educate themselves more on black mold. Black mold poses a health risk.l hope Bobs is more helpful in the future with this problem, but as for me, I work in high volume retail and deal with lots of people and I frequently tell them of my very unsatisfied experience with Bobs

Sincerely,

Review: I purchased bedroom furniture from Bob's discount furniture store. Granted, I did not expect it to be superior quality for the price I paid. What I received was of such poor quality I was afraid to use the bed for fear of it breaking. One drawer on the dresser wouldn't open or close because it's track was defective, causing it to be in contact with the other drawer, the bed slats (3) were so flimsy they bend. The delivery/assembly crew screwed the bed base together leaving a large, red plastic zip-tie sticking out of the corner joint. The only way to remove this is to unscrew the frame. The dresser mirror frame is broken where it appears they attached it to the dresser. There is an indentation from what appears to be a hammerhead on the front of the dresser, a large scratch on the front drawer, a scratch in the glass that tops the night-stand. I made coffee for the delivery men and gave them a $30.00 tip on top of this all! Once the delivery men left, my son and I inspected the furniture and found all of the defects and I called w/i 10 minutes.After being on hold for 20 minutes they told me they will "not refund my money but will give me store credit." Essentially,they are forcing me to do business w/them again by not giving my money back!Desired Settlement: I would like a full refund of "all" of my money immediately, including the delivery fee.

Business

Response:

Good Afternoon Revdex.com,

Please pass on my sincerest apologies to this customer, after

reviewing the account I agree with this customer that her frustrations are

completely our fault. We will be happy to refund this customer’s total purchase

price in an effort to make it right by working above our normal polices and

procedures.

Please advise the customer that the next step in the refund

process is to contact our retail location. As this is a financial transaction

we will need the original credit card used provided to us again at our store

level. If it is easier for our customer, physically going into our retail

location is also an acceptable way to complete the processing of the refund.

The customer’s total refund is made up of two different order

numbers and she will be asked to provide both. This order number is the refund

for her merchandise: [redacted] and this order number represents the delivery fee

refund: [redacted].

Here are some directions on how to contact the store for these

requests:

Review: I bought a sleeper sofa from this company in January. When it was delivered I noticed that the head of the bead is lower than the foot. They exchanged the sofa 3 times and each time the defect was still there. The have "supposedly" ordered the frame mechanism but I have heard nothing from them. Last I heard they were supposed to ship to my home and then have a technician replace it. I would like a full refund.Desired Settlement: I think a full refund is in order so I can find a better sofabed at another store.

Business

Response:

Good Morning Revdex.com,

We are so

sorry that our customer has been experiencing this concern since having her

sleeper sofa delivered and we also apologize that our attempts to correct this

product failure have caused our customer further inconveniences. We are able to

set up an installation for the new sleeper mechanism for as early as next week.

If our customer would like to take this installation please ask that they call

us at ###-###-#### to schedule this service appointment.

I do

understand the reasons behind our customer seeking a refund for the product and

if our customer does not want to schedule a service appointment with us, we can

offer our customer a reselection credit instead. We would provide our customer

with the full price originally paid for this sleeper sofa in the form of store

credit. Once the credit is entered, our

customer can return to our showroom and select a different sleeper sofa (we have

several made by different manufacturers) and we will remove the defective product

on the same day we deliver the factory fresh product at no delivery charge to

our customer.

Please let

me know how our customer would like to proceed as I am eager to resolve these

concerns and help to earn our customer’s trust back in our business.

Kind Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I have made an appoinment to see if the mechanism will work. It will not be serviced until June 11th though because I am out of the country until then and the 2 days I had available before I left were days that the technicians were not working. I cannot have a reselection because I chose this sleeper sofa for it's size, as I live in [redacted] where space is premium. I will wait to see if the new sleeper mechanism will fit and resolve the problem. Until then I still want my complaint on record.

Sincerely,

Consumer

Response:

DC:

Review: [redacted]

After months of trying to fix my sleeper sofa, Bobs agreed to refund my money. They picked up the sofa on June 21st 2014. That day they credited my account with the delivery fee of $65.31. I was told once they received word the sofa was returned the rest of my money $631.46 would be credited to my account. As of today, the refund has not shown up on the [redacted] Bob's Credit Card. Bob's is saying the credit has been applied, [redacted] says they haven't received it. I have spent the last few hours talking with supervisors of both companies trying to find out what is going on and no-one is giving me the truth.

I would like to have my account credited so [redacted] can send me a check for what I paid over the last 6 months for what was a damaged piece of furniture.

Sincerely,

Business

Response:

Good Afternoon [redacted],

I received confirmation from our Corporate Accounting department, that a refund in the amount of $631.47 was processed back to the [redacted] finance account on, June 26, 2014. It can take up to one full billing cycle for the credit to post to your account however, when contact [redacted] you can reference ticket number [redacted] to check the status of the credit.

Sincerely

Review: Bob's charged me $99 for goof proof. The goof proof company does not have me in the system. It took me a week to get Bob's to make an appt to have my couch cushion fixed. This was a defect just like the last 2 times someone had to come and fix the cushions. They sent someone from Bob's instead of goof proof and said it was indeed ripped on the seam but he saw my dog and blamed it on my dog who is not even allowed on the couch and is caged when we are not home. When I called a manager and asked them to send me another cushion cover the answer was no. They said the guy could sew it or we can buy on for $50. I have only had the couch for 17 months and this is the third time a cushion ripped. The man sewed it and it looks horrible. Everyone notices it and I want a new cushion. I called Bob's again today to speak to someone else and they said there is no one else that I could talk to. I want my money back for the goof proof and they would not do that either. I will send pictures of the horrible job done if necessary and am very upset I am being called a liar about my dog. My dog was here all other times and it was ok for them to send a new cushion cover then.Desired Settlement: I want a new cushion cover that I don't have to pay for and my money back for the goof proof.

Business

Response:

Good Afternoon Revdex.com,

Please give this customer my apologies for the frustration she is

experiencing while trying to get this damage resolved. The customer’s record

not uploading to the [redacted] Protection Company is the result of a computer

glitch at the time of sale. We are very sorry for this mistake and I have taken

the appropriate steps to ensure that this customer’s plan is recognized within the

[redacted] systems for future use.

Our records reflect that this customer told us that her dog did

damage the seat by pulling on an already present rip/seam separation. This

information makes this occurrence different from the previous occurrences the

customer has reported and we have satisfied. Regretfully there is no retailer

or furniture protection plan that will cover damages that have been furthered

in their state due to the actions of an animal. As the seat casing normally

retails for $50.00 we can offer to meet this customer halfway by paying the

vendor $25.00 for her part if she agrees to pay the remaining $25.00 and

associated sales tax for her area. We are not able to get these parts at no

cost ourselves but do want to show an initiative to help resolve our customer’s

concern.

Please let me know how our customer would like to proceed after reading

this offer.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I certainly Did NOT say that my dog chewed the cushion. That is what the technician said and he was jut assuming. This kind of rip had happened before an I received a new cushion at no cost. After viewing the horrible sewin job done they should be embarrassed enough to offer the cushion at no cost. I told the person on the phone that even if the dog did do it that it was already damaged. I had explained it was impossible for the dog to have done it because they are caged. I want the cushion for free or my money back for the good proof.

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

I have responded to this customer by the email address provided in

this claim – please see my email to customer:

Good Afternoon [redacted],

My name is [redacted] and I have been responding to

you through the Revdex.com website. I wanted to reach out to you

directly because your concern is taking much longer to resolve than it should

and I do want you to know that we care to help you resolve this concern.

We will cover the cost of the replacement part for your

concern and I have been trying for nearly a week to get a response from our

vendor on this part’s availability/stock at their warehouse. We no longer carry

the color sectional you have as a stock color, it is now considered a ‘special

order’ so I am also concerned about the dye lot of the part matching completely

with the set you have in the home. Would you still be seeking this part order

as a resolution if we are unable to guarantee you a complete match of dye lot?

I know you said that you were also seeking to have your Goof

Proof Plan refunded if the part was not an option. This is a resolution I could

process for you as well, however the monetary return would go to your original

method of payment which is logged as a [redacted] financing account. Wells

Fargo would then be responsible to refund you directly as long as the original

debt owed to this financing account has been fulfilled.

Please let me know how you would like to proceed given this

information and It would be my pleasure to be able to assist you directly from

here forward. My direct phone number is listed (below) should you prefer verbal

communication to written.

Thank you for your time and I apologize again for all the

stress we have been causing you,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: Purchased Captains Trundle Bed at Bob's Discount Furniture in [redacted] on Mon. May 5 for grandsons who live in [redacted]. Bed was delivered on Thurs., May 8 but was not set up because they did not have rails & hardware to install bed. Customer service was contacted by us & daughter & son-in-law & service was to install on Sat. May 10. They came on Sat. May 10 but did not have parts. Again they scheduled Tues. May 13 but never arrived or called to say they did not have parts to install bed. Many calls to customer service followed. Thurs. May 15, finally, they installed bed. Our two little grandsons had been sleeping on the floor for more than a week. When we called customer service we were not given any assistance. When bed was purchased we were not told they didn't have the hardware necessary to install the bed. I feel there should be compensation for the frustration and difficulty we had to deal with for more than a week. I do not want compensation in the form of a store credit since I will never purchase anything at Bobs again.Desired Settlement: I do not want compensation in the form of a store credit since I will never purchase anything at Bobs again. I feel a monetary settlement is necessary to compensate me for these difficulties and an apology to my daughter & son-in-law for the lack sleep that they and the little ones endured for more than a week and with monetary compensation to the two little boys that slept on the floor.

Business

Response:

Good Afternoon Revdex.com,

Please give [redacted] my sincerest apologies for the terrible

experience she and her family had to endure during the delivery process of this

bed. It is never our intention to disappoint our customers, let alone on

multiple occasions. I am extremely embarrassed and would like nothing more then

to be able to provide our customer with a resolution she finds satisfactory.

This is certainly not the way we normally conduct our business and I apologize

again that [redacted] and her family members have had to take time away from their

lives to get this concern rectified.

I am currently unable

to locate the sales order or account that has this bed purchase/delivery within

it. Under [redacted]’s phone number, name, and address I am only able to find a

sale from 2011 for a sleeper sofa. Can you please ask [redacted] to respond with

information pertaining to the sales order for the bed itself so I can locate

this account and begin researching what options we have for monetary

compensation?

Any of the following information will be greatly

appreciated:

-The invoice number

-The first and last name that is on the sales order

-The telephone number that is listed on the sales invoice

-The delivery address

Thank You

for the opportunity to make it right,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Here is additional info you requested.

Trundle Bed Sku #[redacted] was purchased by my husband [redacted] for $658.99 with 2 mattresses for our grandsons who live in [redacted].

He paid for delivery & items with [redacted] acct.

Invoice [redacted]

Business

Response:

Good

Morning Revdex.com,

I

would like to apologize to [redacted] again for the frustration we caused her

family. Our records reflect that as of 5.16.2014 there was a refund credit for

the cost of the delivery fee made to our customer. Looking further into this

account our information indicates that we were able to speak with our customer

(we must ask for credit card numbers on an unrecorded line as we do not keep

full credit card numbers on file for our customer’s protection) and fully process

this refund on 5.23.2014 (this past Friday). Due to the holiday weekend I would

expect this monetary refund to be sent over to our customer’s credit card

account today and it may take 3-5 more business days for the bank that manages

our customer’s card to fully process the refund on their end. I have sent a

message to our Accounting Department to ensure that this refund is as expedited

from our end as quickly as it can be.

On

top of the monetary refund I do see that our customer has also been mailed a

$100.00 Bobs Discount Furniture Gift Card as a form of further apology. I do

understand why [redacted] would have reservations about shopping with us again however;

we humbly ask that our customer gives us one more chance to earn her trust back

in our business in the future. We normally do not fail our customers as poorly

as we did during [redacted]’s purchase and we have worked above and beyond our

normal polices to provide [redacted] with accommodation for our mistakes. We have

many items that are available to take from our showroom or clearance centers should

[redacted] not want to use our delivery service in the future.

Please

advise me if our customer is in need of any additional assistance for this

concern.

Thank you for the opportunity to make

it right,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

5/23 I spoke with [redacted] in [redacted] store. She advised I needed to contact [redacted] store which I did & spoke with [redacted] who asked me for credit card number twice & she indicated she was having issue processing because her computer was "freezing". Today I called my credit card company & there was no $59.99 credit issued.

I also told [redacted] that the trundle bed set up drawer was not properly installed flush to bed frame & she told me I would need to contact "Customer Care" to get drawer fixed. This is where the series of problems originated. "Customer Care" made 3 failed attempts to install properly! I asked for her assistance with this install issue. Atkinson said a store credit was sent to [redacted] & this did happen. We still have bed improperly installed & need "Customer Care" to make it right and are waiting for a credit to [redacted] in amount of $59.99. Contact us at ###-###-#### for anything additional. Thank you.

Business

Response:

Good Morning Revdex.com,

I am very sorry that through the communications [redacted] has

sent to Revdex.com I wasn’t able to be made aware of any product concern present with

this bed. We can certainly schedule for one of our service technician’s to go

out and rectify our customer’s distress with the bed itself. I assumed the bed

was finally in good condition per the previous communications received and

apologize again that [redacted]’s product is still causing her family concerns.

Please ask that the customer’s daughter ([redacted]) call us (in our customer care

department) when she is in front of the product so we can gain the correct

information to get her concern taken care of with service or replacement parts.

We can be reached at ###-###-####, Monday – Saturday 6:30am – 8:00pm and will

schedule a fix to make this right as soon as we are contacted by our customer.

In regards to the monetary refund credit, I received written

communication from my Accounting Department on 5.27.2014 that the monetary

refund amount had been fully released from our end on that day. [redacted]’s

response has a date next to it of ‘5/23’ so my suggestion is that she investigates

again as of today (5.29.2014) to see if this refund credit has posted to her

account.

Thank You,

Bobs

Discount Furniture

Corporate

Customer Care Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Today I checked with my credit card company & I did receive

$59 credit to my account. However, I do not wish to accept this because the bed is still not properly installed and the biggest problem was "Customer Care" and their lack of response to repair the bed They scheduled 4 times one of which they were a no-show. The drawer to the bed does not close flush. We will attempt to contact "Customer Care" to get them to make necessary adjustment.

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

As stated in my previous response we are very willing and

able to help our customer rectify the concern she has with the trundle drawer

on the bed. Our records indicate that [redacted] has never received a service from

one of our factory trained technicians. [redacted] has received multiple deliveries

from delivery teams and out delivery teams are not normally expected to make

professional product repairs. Based on the information being reported to me

through this complaint the customer’s concern will easily be corrected through

service. We are currently seeking the opportunity to satisfy our customer and

we take great pride on our technician’s abilities to provide first call

resolution for our customer’s concerns.

We do ask that [redacted] contacts us to schedule this service as

the product is within her residence and she will be asked specific questions

about the concern that will be easily answered if she is in front of the

merchandise. We will ask these questions only to ensure that we are providing

our customer with the best care and not wasting anymore of their valuable

family time.

Thank You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison