Bob's Discount Furniture

Review: On March 1, 2015 I went to Bobs Discount furniture and purchased [redacted] along with the good proof protection plan and delivery scheduled for March 6th 2015 for a total of $607.04. I wrote a check knowing that my debit card limit would be exceeded. On March 6th 2015 the couch was delivered. When the delivery men arrived they were unable to figure how to get my couch into my apartment. My husband had to instruct them on how to maneuver the couch to make it fit. The couch was very cold to the touch when it was delivered, but we did not question this since it was a cold night a day and figured the couch was left in the truck overnight. It wasn’t until we inspected the couch a few hours later that we realized that the couch was actually frozen and thawing in my carpeted living room. The couch was now sopping wet and dripping onto the floor of my living room which is carpeted. A few hours later we discovered a strange odor coming from the couch and realized it was from the water that was not dripping from the thawed couch. I called on Friday evening to report the defective couch. I explained to the representative what has happened and she said the earliest she could get anyone out to our house to replace the couch was Wednesday but she would put me on the will call for Monday. By Saturday my husband who is asthmatic was having attacks and could not be in the same room of the couch. I had to rent a wet vacuum to and rug cleaner to get rid of the water that had deposited onto my rug, and further had to keep a window open for the smell. By Sunday we decided that since my husband could no longer be in the same house as the couch because he was having constant attacks and could not breathe that I would call to request the couch be taken away as soon as possible and refunded our money. I called at 12 noon on March 8, 2015 and spoke to [redacted] employee# [redacted] who stated based on the information an exception can be made to refund me the price of the couch and the goof proof plus but could not refund the delivery fee. She said the couch would be picked up on Monday 03/09/2015 and a refund would be issued by check the next business day after the couch was returned. [redacted] also put in a claim to property division for the other claims including reimbursement of the wet vacuum rental. On Monday by noon no call had been received as to a time frame when the couch would be picked up. After staying on hold for almost 30 min I was informed that the couch could not be picked up on Monday. I requested a supervisor because my husband could not be at the house and was forced to find a place to stay until the couch could be removed. They scheduled for the couch to be picked up on Tuesday March 10, 2015. The couch was picked up on Tuesday March 10th and I awaited a refund. On March 10th I received a call from property claims and after a discussion agreed to have my delivery fee reimbursed in lieu of seeking reimbursement of the property claims. I was told that a separate check would be sent for $59.99. That check was received by mail on 03/23/2015. As of 03/31/2015 no check was received for the price of the couch or good proof protection plan. I call and after being on hold for close to 20 min I was transferred to the refunds department who said they had to email the accounting department and had to call me back with no apologies and a feeling I was bothering them. I received a call at 3:40pm that stated there was an error without further explanation and that two checks were being written and mailed 04/01/2015 without offering to expedite shipping or an apology.Desired Settlement: I want to be made whole along with expenses incurred throughout the process including but not limited to interest, gas/milege, rental fees ect

Business

Response:

Good Morning Revdex.com,

I personally spoke to this customer after she was connected into

my internal line last month (3.10.2015) regarding the property claim for wet

carpet, I did not make an outgoing call to this customer and while speaking

with the customer I fully explained to her how the property claims processed

worked with a third party trucking company.

At this time the customer verbally informed me that she would “feel

whole” if we were able to refund her delivery fee and I directly processed the

transaction for this concern as the

customer verbally agreed (to me directly) that she would not be pursing this

claim any further. At that time I made the customer aware that it would

take 5-7 days business days from the coming Friday (3.20.2015) for the delivery

fee refund check to be received. As the check was cut and sent on 3.20.2015 the

details I disclosed to this customer were fully adhered to.

In regards to the refund being processed on the sofa return we are

very sorry that the processing of this was not allocated from our system in the

same manner the refund I personally processed was. Our records do indicate that

we have worked above and beyond to get these checks expedited to our customer

by working outside of the normal guidelines that we disclose on the customer’s

invoice.

While the customer’s invoice discloses that any refund of check

will be issued within 16 days, we were able to release the remaining two checks

much more rapidly and our records indicate that all remaining refunds have been

processed back to our customer from our systems fully and the checks are en route.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I did agree to receive the delivery charge verbally and forgo any property claim with the understanding that I would be refunded in a timely manner. Even though the delivery fee refund came quicker than the couch and good proof refund I was informed on 03/31/2015 that there was a system error I was not and would have been refunded if I did not call to see where the checks were. My paperwork does state a refund check may take up to 16 days after the merchandise was received. The Merchandise was received on 03/09/2015 and 16 days would be March 25, 2015. I called on 03/31/2015 which was then 22 days from merchandise being received. I did not receive my checks until 28 days after the merchandise was received. Therefore any and all agreements made were voided when refund was not received within the time frame provided. No attempt was made to provide the checks any sooner when I spoke to someone on 03/31/2015 and did not receive my refunds by mail until 04/06/2015 and 04/07/2015. Further no where in any terms and conditions I was provided did it state I would be refunded with three separate checks coming my mail and therefore had to make three separate trips to my bank. I have been charged more fees and interest due to yet another error on behalf of this company.

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: 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: 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: Bought furniture at bobs discount furniture, a piece of furniture was damaged, we received a credit of 296.00 .checked in with the store several times, they stated the credit would not expire and we could use it at any time .We went to use it yesterday 2/28/2016, at the store they said the credit was closed out by accounting and we would have to contact them by email even though they show a creditDesired Settlement: WE want our store credit to put towards a bed at their store

Business

Response:

Good Morning Revdex.com-

Please pass on sincere apology for the delay in having

this credit re-instated.

I do see that this has already been re-instated by accounting

and the store has applied the credit to the new purchase. If this customer requires any further

assistance please let us know.

Kind Regards,

Tracy [redacted]

Bobs Discount Furniture

Corporate Customer Care Liaison

Review: The sales consultant at the store misrepresented the "pay nothing for a year" "deal" expressly saying that there would be no payments due until a year from delivery. Not only Did we receive a bill, which we were told not to pay attention to that it would not be due for a year, but on top of it all they charge a late fee. This is a racket. Misrepresentation of services. There was not the smallest attempt at resolving the issue. I felt Robbed.Desired Settlement: all I requested was a return of the fees charged.

Business

Response:

Good Morning Revdex.com,

Please consider that this customer entered into a financing

agreement with [redacted] directly and Bobs Discount Furniture provided

documentations and expressed this in writing at the time of sale. Any amount of

interest or financing charges is not under the discretion of Bobs Discount

Furniture to charge or remove. The customer did have possession of this

merchandise for a certain amount of time and [redacted] may consider this a

necessary reason to charge interest on the items. The customer would need to

speak to the financing company directly for further information on credit

reporting and interest charges as Bobs Discount Furniture is the retailer, not

the financing company.

The customer may have confused “No Interest for 12 Months”

with no payments for 12 months. I have

included the flyer which clearly explains what the customer was given. Thank you for allowing us to help rectify the

confusion.

My Bob’s Card provided by [redacted]

Review: I bought Sofa and loveseat from Bob's Discount Furniture Pit, [redacted] on 03/07/2015. My customer Id is [redacted] and Pit/Clearance Ord: [redacted].

Before buying, we specifically asked from the sales staff whether this is a used sofa or not. They said that we are not allowed to keep used stuff in the Bob's pit. Also its mentioned in their policy that they are not selling used stuff in Bob's pit. When we bought sofa and brought it home, While cleaning we found few items in the gap between the cushions tops which clearly shows that its a used stuff which brought from somebody's home and kept in the store. We found a kids bandaid, a Wrigley's wrapper,broken braclet of a doll. We also found human hairs under the cushions. I called Bob's furniture cutomer care in 03/09 to explain the issue but they simply said they cant do anything as you bought it after seeing it and these stuff somebody else can keep while kept in store. I told them we thouroghly checked the item in the store and we couldn't find it but while cleaning the sofa at home we found these things which simply tells its a used sofa. Its a breach of policy that they are selling used stuff also . I asked them to show me the history of the item if its not coming from somebody's home and they refused to do that. I spend $200 in bringing my sofa back home and given y existing sofa and at this point I am finding this that its a old sofa which they never disclosed it while buiying. I am really depressed with my loss. I want to take strict action against this breach of policy.Desired Settlement: I spent $200 in transportation and given my existing sofa. Either they refund my money back or send me another piece.

Business

Response:

Good Morning Revdex.com,

We apologize for any disappointment the customer is

experiencing with their recent purchase from our ‘Pit’ location. We also

apologize about the alleged items that the customer cites to have located in the

merchandise when performing a more detailed inspection then what they opted to

complete at our store.

Bobs Discount Furniture operates on core values such as

transparency, honesty, and integrity. We would never initiate and follow thru

on a sale to any consumer that involved an injustice. Following the normal

operations of our ‘Pit’ locations the customer would have viewed the exact

piece that they were agreeing to purchase and take with them from the ‘Pit’

location. This particular living room set was sold by our company for several

years and this particular model could have been one of our showroom floor

models (items go to our ‘Pit’ locations when they are discontinued from our

active sales lineup), this means that this set would have been routinely sitting

on display day in and day out in one of our show rooms. These items were most likely sat on by

hundreds of customers who visited the Bobs showroom to purchase or just to

look. Please note that this estimate of timeline in the showroom does not

include the additional time these items spent being viewed and sat on within

this specific ‘Pit’ location. The reasoning we provided our customer with

remains sound. As we have several showrooms in CT, this set could have come

from any of those showrooms and we do not keep active/detailed records for travel

in association with furniture from our ‘Pit’ locations.

The customer paid $300 less than retail price to acquire

this merchandise and agreed to the associated terms and conditions of this

purchase at the time of sale. As a business we have not failed our customer and

stand behind the fact that any type of normal wear or tear associated with this

item allowed the customer to obtain the pieces at the disclosed discount rate

and ‘As Is’ declaration.

Kindest

Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I accepted the sofa set ‘as is’ with scratches and sign of wear and tear and till now I am agreeing to it. But the question comes over here that at the time specifically asked the sales person is that the used sofa and they said that we are not allowed to sell used stuff at Bob pit. And if it’s not the used sofa how come the items like used bandaid, hairs etc were found under the sofa cushions and I found these only while cleaning the sofa thoroughly. And if they say that sofa is kept in the showroom for so long then price of the sofa will be marked only $300 lower the original price which doesn’t make sense where the other items were marked as less than half of its value. Please ask the Bob furniture to furnish the details of this sofa when it came to Bob pit and from where it came.

Review: Delivery and Customer Service Issue- I have schedule delivery between a couch/love seat over 9 different times with Bobs and they have failed to deliver each time. I have paid people hourly/taken over 5 vacation days to wait for furniture and each and every time- either they don't show up, the Certificate of Insurance is invalid, they deliver is outside the specified building requirements so it must be turned down. When couch was delivered- I was not informed that the love seat was on backorder until the delivery man arrived with only one piece. The order was then "cancelled" without any instruction from me. I had to then reorder the piece- which took another 3 weeks to complete the 're-order'. I schedule delivery twice- where day-of an issue occured and it was unable to be delivered. Every time I speak with a customer care individual- I am fed a different story and this time I was "left off" the certificate of insurance as an additional insurer (which is questionably criminal). The manager have been completely unhelpful and meanwhile, I am being prompted to make payments towards the piece in my home. Furthermore, they refused to talk about compensation for the time I've spent on vacation days/the money I'm paying to have someone wait in my apartment, until all pieces are delivered- meanwhile, they are requesting payment from me for the one piece. Customer service has no idea what they are talking about whereas each time I call it is a different issue.Desired Settlement: I want the couch deliver, but cannot waste another day waiting for a couch that never arrives. I have suffered loss of my personal vacation days, have paid individuals to wait in my home for numerous days and usually do not receive word that I will not be receiving furniture until 'day-of'. They have also claimed to have placed calls to me-whereas I know they have not as I've been sitting with my phone during the 'specified' time of call. I want compensation for the days I have lost--and I want my couch delivered without any issues.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies

for the inconvenience this delivery experience 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 the completion of

their delivery.

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. Normally we offer any type of additional apology in the form

of a Bobs Discount Furniture Gift Card because as a business we understand the

importance of earning our customer’s trust back and proving to our customer

that delivery failures are not part of the normal daily operations that have

helped us grow to be one of the largest furniture retailers in the U.S. We also

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

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

amount. Should the 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.

As we are a company with a core value of fairness we are unable to

offer apology amounts off of any individual’s time or factory fresh merchandise

that stands in good condition in the home. While it is not normal procedure to

so we do recognize that we have failed our customer and we are willing to make

an exception in this case to work above our normal compensation guidelines and

policies.

I have listed three (3) options below for the customer to choose

from for compensation. Please have the customer select (1) one option and

respond back to us via this Revdex.com channel:

Option #1:

We will process a Bobs Discount Furniture Gift Card in the full

amount of the delivery fee paid ($129.99).

-Or-

Option #2:

We will process a Bobs Discount Furniture Gift Card for ½ the

amount of the delivery fee paid and refund the remaining ½ to the customer’s

original method of payment.

-Or-

Option #3:

We will process a refund to the customer’s original method of

payment in the full amount of the delivery fee paid ($129.99).

We look forward to hearing back from our customer and we apologize

again for the time that this concern has taken away from her.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

Hi- While I appreciate the offer to reimburse me for the delivery fee- I'm still upset about the additional costs I incurred due to Bob's negligence.

I spent 3 days away from my desk job-(had to use three of my vacation days- which made it EXTREMELY frustrating when no one showed up for delivery). I also neglected my own work that needed to be done with the numberous phone calls and time spent away from my desk dealing with the issues/no-shows etc. I also paid two individuals to wait in my apartment ($15 an hour for 5 hours each). Not to mention the mental stresses of having to deal with very incompetent customer care individuals. Everytime I spoke to someone it was a different story and it was clear that there is little to no communication withint the teams/those I already spoke to. Each time I called- it took about 15 minutes each phone call for me to describe the situation and then explain why their initial solution to the issue would not work.

Again, I appreciate the reimbursement for the delivery fee as I would expect to not have to pay that at the very least after everything that happened. I would like to be compensation for those vacation days I had to waste in addition to the two individuals I had to pay to wait for my furniture because I couldn't take any more time from work. I would like the credit to be applied to the outstanding balance.

Sincerely,[redacted]

Business

Response:

Good Morning Revdex.com,

We thank our customer for their response

and continue to convey how sorry we are for the unnecessary frustration our

customer experienced overall. It was never our intention to cause our customer

any concern and in realizing that we have failed our customer in several ways

we have initiated an offer already above and beyond the structure we have in

place for apologizing. As a business the responsibility owed to our customer

has been satisfied and any additional apology we are able to provide is decided

solely at our business’s discretion.

As indicated previously as a fair

business operating to provide transparency and fairness to all customers’ alike

apology amounts cannot be offered based off of one individual’s time.

We have made two offers below that

include upgrades to the original offer of delivery fee refund.

Option #1:

Delivery Fee refund (previously accepted)

and an additional refund of the special order fee ($39.99) associated

with the color choice selected.

-Or-

Option #2:

Delivery Fee refund (previously accepted)

and a Bobs Discount Furniture gift card in the amount of $75.00.

We look forward to hearing back from our

customer and moving forward with an avenue of settlement.

Thank You,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

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: 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: On February 14, 2014, I purchased furniture from BOB's Discount Furniture [redacted]9 ###-###-####. I spent a total amount of $2,793.80 which included $199.99 for their [redacted] to cover for any accidental damages made to the furniture within a 5 year period after purchase. On New Years', I had company over and while I was in the kitchen, I could hear a loud crack in the living room. When I walked over, I witnessed a family friend who was tall and large in size, attempting to get up from the chaise that was visibly damaged underneath. I could see a piece of cracked wood petruting from the black cloth that protects the chaise underneath. I am aware they record all their phone calls. The first to second week of January 2016, I contacted [redacted] at ([redacted] who are the "[redacted] people and explained the situation. They then transferred me to BOB's because they felt it was a manufacturer problem. I spoke to the customer service people at BOB's who then said it was not a manufacturer issue but an accident. A contractor named [redacted] was sent to my home on Saturday January 16, 2016 at 9:30am. He took pictures of the damage to the chaise. He specifically called [redacted] and explained to them what he saw. He stated to a "Priscilla" that the damage was too great to be a manufacturer issue since the wood frame underneath was cracked in two different places. The technician removed the black cloth and staples stating there was no use in placing them back since the chaise would be replaced and covered by the [redacted] Plan. He told me to contact BOB's on the next business day to set up a time to replace it. That week I contacted BOB's customer service and for hours on hold was bounced around between BOB's and [redacted]. One would say it was a manufacturer issue and the other would say it was an accident. In the end, they blamed me because I was giving two conflicting stories and won't even send someone out to at least place back what the other removdDesired Settlement: Although I made it clear that I did not witness the incident but heard it, I was made to feel to blame. They made things difficult instead of helping solve the problem in some way. I will never buy from them again. I would like a refund for the 199.99 I paid extra for the [redacted] or I would like a replacement on the chaise that is completely damaged not only by the incident but also by the technician they sent out when he removed the cloth, staples that now sits exposed. Thank you.

Business

Response:

Good Morning Revdex.com,

I just tried to contact

this customer by the telephone number that they have listed here on Revdex.com and the

number is currently not accepting calls.

I apologize for any

disappointment that our customer has been experiencing with this claim and

convey that I would prefer to speak verbally with our customer regarding this

concern.

As far as I can tell from

the customer’s records [redacted] is denying the claim due to a difference in the

report of the customer’s guest sitting or falling on the chaise. I personally

find this to be absurd and apologize to our customer again that they are having

so much trouble with the [redacted] company and this claim.

Bobs Discount Furniture is

unable to offer recourse for damages that occur outside of a factory defect

concern (as the customer stated in their

posting: the damage was too great to be a manufacturer issue since the wood

frame underneath was cracked in two different places.)

Due to the poor service we

agree that our customer is experiencing thru a company we are partnered with

([redacted]) we will agree to offer the courtesy option listed below. If the

customer is willing to accept the terms of our courtesy offer they may contact

us at ###-###-#### (Customer Care Office) to have this offer fully created for

them.

Courtesy Reselection Offer:

We will

provide our customer with a store credit for the price paid on their sectional

sofa (we no longer have this particular model in our stock line up) so that

they may reselect to a different item.

This store

credit would amount to: $799.00.

This option

uses up the protection plan purchased (for the sectional only – the protection

plan and its original 5 year term will remain active on all the other

merchandise originally purchased from this sales order) as the protection plan

offers the customer a one time replacement on the item the coverage was

purchased for.

The cost of

the delivering the customer’s new selection will be covered by our company

under use of the protection plan purchased and we will expect to remove (and we

will cover the cost of disposal) the current sectional items the customer has

in the home on the same date we deliver the new items.

Kindest Regards,

Stephanie [redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

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: 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: 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 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: I bought a recliner a short time ago and its a piece of crapDesired Settlement: I would even pay a little more to get a recliner that is good

Business

Response:

Good Afternoon [redacted],

I am so sorry to learn that you are disappointed in the

quality of the merchandise you have selected from Bobs Discount Furniture. Our

records indicate that you have yet to contact our Customer Care Department at

all prior to posting this complaint via the Revdex.com. I further apologize that you

felt the need to escalate your concern so highly because I assure you our

Customer Care Department is in place to aide all of our valued customers in

resolving their concerns in the most efficient manner.

As I have no account of what your actual concern is with

this recliner, I ask that you please elaborate on what troubles you so that I can

further research your complaint and provide you with a fair option for

resolution. Your chair is currently covered under a five year factory guarantee

period through Bobs Discount Furniture and we would be happy to take ownership

for any manufacturing concerns you feel this model has. Should your concern

stem from preference only we will still be able to provide you with a fair

option for resolution; however certain fees may be incurred to you as we would

be working above our company policies (acknowledged by your signature at this

time of sale) and making an exception to satisfy a personal preference concern.

I eagerly await your response via this channel as I am very

willing to help you resolve this complaint.

Kind

Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I purchased an 8pc bedroom set on 12/27/2014 from Bob's Discount Furniture for $1,299 along with their GOOF PROOF PLUS 5yr warranty plan which covers defects upon delivery and parts repairs for accidental damages. The delivery date was 12/31/14, it was later rescheduled for 1/2/15. The delivery took place 1/2/15 10am, I checked delivered furniture for scratches or breaks, everything was fine. The bed headboard comes with two soft lights embedded at the top. Upon delivery, I checked both lights and they worked perfectly. The next day one of the lights did not come on. I notified Bob's Furniture customer service immediately and they set up for a repair person to come and, to my understanding, make a simple repair exchange of the damaged bulb. This appointment was scheduled to take place on 1/5/15, The repair person arrived and informed me that he was only there to confirm that the bulb is not working, I confirmed that by making the repair request with customer service. He went on to say that the store did not have the bulbs and nor did he come with one and I would have to call Bob's service number and order the bulb and once it came call them back and make arrangements for a repair person to come back and install the bulb in the headboard. I was livid to say the least. and complied and called Bob's service number to make an order for the bulb and was told that the bulb had to be shipped from overseas and would arrive by the end of January. It did not arrive by the end of January and I called Bob's Customer Service number again and was told by a diff customer Service rep that the bulb was to be shipped to me by Feb 3rd and arrive 3 days later. I informed her that I was told the bulb would arrive by the end of January and she said she was sorry but that was the date she had noted. It is February 11, 2015 and I still have not received my replacement bulb to which I will have to make arrangements, again, to have someone come and install it, which would take probably another month. This is outrageous and totally unprofessional and not good business and terrible customer service. They have my money and I still have a defective headboard going on 3 months. I have exhausted myself calling continuously and given the run around over a light bulb and i'm tired of it.Desired Settlement: To be made whole with my purchase and have a non defective headboard with working lights and a better way of acquiring parts, should this happens again in a timely manner and honor the warranty.

Business

Response:

Good Afternoon Revdex.com,

I have responded to this customer via telephone today (2.12.2015) and provided him with my sincere apologies on behalf of Bobs Discount Furniture.

We have provided our customer with a resolution that he agrees is satisfactory and we thank you for providing us with the opportunity to make our failures right by our valued customers.

At this time we consider this complaint closed as resolved and look forward to satisfying our customer with new merchandise.

Kind Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison <

Review: My issue is that the advertising is deliberately false and misleading. The consumer is led to believe they will be purchasing a reasonably functional mattress and foundation and that the only reason the price is so low is because the mattress and foundation have mismatched covers. Also, if there is an innerspring in the mattress, as advertised, it is made of low-grade aluminum. I am a 160 pound 71-year-old woman and after only six weeks the mattress has an obvious indentation in its center. It would seem that Bob buys low-end mattresses and wooden box platform “foundations” and then sells them to consumers as if they were bargains saying the price is low only because the mattress and foundation have mismatched covers.

"Short Description Full Size Innerspring [redacted]

Feel Cushion Firm

Width 54

Height 19.5

Depth 75

Size Full

Construction Innerspring

Mattress Tailoring Tight Top

Full Size Mattress & Foundation with Mismatched Covers.

Can you believe it? A BRAND NEW Full Size Mattress and Foundation for ONLY $249?!? YES..you read right, BOTH pieces for just $249! It's nuts! Absolutely insane, I know! The only reason I'm able to offer a price this ridiculously low, is because the mattress and foundation covers do not match! But who cares? You're going to cover them with a sheet and bedskirt anyway! No one will ever know you spent so little. Perfect for a spare room, kid's room, vacation home or a college dorm or apartment! Why pay more when you don't have to?

Set includes full size mattress and standard foundation

Product Details:

- Mattress & foundation have mismatched covers. Cover patterns will not necessarily look like those pictured.

- SOLD ONLY AS A SET. THE MATTRESS AND/OR FOUNDATION ARE NOT AVAILABLE INDIVIDUALLY.

- Bob's Product Guarantee is not available for mismatched bedding sets"

Called 1-13-16 at 3:14pm - spoke to Farrow who stated no warranty on item when I said that I was about 160 lbs and already after only six weeks the mattress was compressed – I said product was presented as mismatched but it is really just inferior, probably a warehouse full of these non/mattresses, then advertised as mismatched – these items were never worth even what I bought them for – Farrow put in a request for a manager to call me within 24-48 hours

Called 1-15-16 at 4pm – Manager did not call so I called Bobs and spoke to David who said account manager Tiffany would call me within 24-48 hours

1-16-16 at 3:44pm Manager Tiffany called and left a message saying item was sold “as is” and is not under warranty. I called back and asked to speak to Tiffany. Diasha, who was the person I spoke to, said Tiffany was in another location and could not be contacted. I asked to speak to another manager and she said they were not available but she could put my request on callback. I declined saying that that would be my third request to speak to a manager and my missing calls could go on forever.Desired Settlement: I request replacement of the mattress with a reasonably functional and reasonably long-lasting mattress or removal of the set and full reimbursement to me in the amount of $312.11 (249.00 + 39.99 s&h + 23.12 tax).

Business

Response:

Good Morning Revdex.com,

I am very

sorry that our customer is disappointed with their product. While I remain

sorry I am not able to see how we mislead our customer within our advertising

campaign for this product. The fact remains that the customer does not have any

active guarantee thru Bobs for this purchase (as advertised).

Bob’s prides itself on providing quality service and the best

value product for the price. In order to remain fair for all customers alike we

must uphold the integrity of our Bob’s Guarantee and all of our policies and

procedures.

In reference to the absence of honorable customer care our

customer cites their concern has received while communicating with us (there is

no excuse for a lack of empathy or any

lack of follow up) we can offer the customer a token of our apologies in the

form of a Bobs Discount Furniture Gift Card for $25.00.

Kindest Regards,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Business

Response:

Good Afternoon Revdex.com,

Please refer to our initial response

as the gift card offer we have made is the most fair and adequate offer we are

able to make within this scenario.

We do not mislead our customers.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I hold firm to my statements in my original complaint and subsequent response. $25 does not begin to fulfill my belief that the entire set should be removed from my home and that I be fully reimbursed or that at least the mattress should be replaced by a reasonably durable and functional one. The advertising for "Mismatched" mattresses and foundations online on Bob's Discount Furniture's site is false and misleading.

Sincerely,

Review: I purchased a couch at Bob's Discount Furniture and at the time of purchase was sold a '[redacted]f' plan in case any damage happened to the couch they would repair or replace the damaged item. I did experience damage to one of the cushions on the couch, and when I called about putting in a claim and utilizing this [redacted]f warranty, I was told I had to call a third party company called [redacted] and file a claim with them. Ok fine, but I thought I had bought this policy directly from Bob's (it was sold to me in Bob's store, it was branded as: 'Bob's [redacted]f Plan' with a brochure that had all of Bob's logos and branding on it). At no time was I told that I was buying a warranty from a third party company. So I did go ahead and file a claim with [redacted], and after some back and forth with them, I received a letter stating that a part would be 'shipped directly' to me. It did not state from whom it be shipped to me. After 3 and a half weeks without receiving a shipment, I called Bob's to ask about it, figuring it would have to be coming from Bob's. After explaining the situation to the Bob's service rep, they were able to look up and confirm that a part had been ordered, but they told me it would take 16 weeks! After telling them that was unacceptable and asking for it to be expedited, they told me they had no control over the process because it had been initiated via a claim with [redacted] and that I'd have to call [redacted] to get it resolved. The issue here is that Bob's did not disclose that this was a third party warranty being sold to me, and furthermore that any sort of claim would have to go through such a beleaguered process that they had no control of. That's unacceptable when their advertising at the time I purchased the 'Bob's [redacted]f' plan led me to believe I was dealing with Bob's and Bob's alone, not a third party called [redacted], whom I don't know, was not dealing with at the time, and it was not disclosed to me that I was buying a warranty from [redacted] when Bob's sold me their advertised '[redacted]f' plan. Neither [redacted], nor the fact that it was a third party warranty, was ever mentioned to me, nor displayed along with their '[redacted]f' service (and I've gathered out of this experience that there isn't actually a service named '[redacted]f' that Bob's provides, rather it's just the name they're using to sell [redacted]'s warranties, and there is not a service that Bob's delivers whatsoever, like they had lead me to believe with their brochure and sales pitch.)Desired Settlement: Bob's needs to stop advertising the [redacted], third party, warranties it sells as '[redacted]f'. Since there is no actual '[redacted]f' warranty provided by Bob's, how can they brand it and sell it with that name, and advertise as if it's their business that's providing the service they're selling when in fact it's not a product with that name, and it isn't a service that they provide?? At the very least Bob's needs to make it abundantly clear in its brochures and advertisements that mention '[redacted]f' that there isn't actually any service at all called '[redacted]f' that they provide, and that what they're really selling is someone else's warranty with a completely different name, that's being provided by a completely different company.

Business

Response:

Good Afternoon Revdex.com,

We apologize that the customer is experiencing any disappointment while using the protection plan they purchased from us. [redacted] is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party company. Our customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries. Our [redacted]f Plus option is especially unique because it provides a certain amount of protection directly through Bobs Discount Furniture and a certain amount of protection thru the [redacted] company.

We provide a general flyer at the time of sale that very clearly indicates (in several places) that we are partnered with the [redacted] company to offer this [redacted]f Plus Plan. The flyer also depicts that there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan (from [redacted]) for the list of exclusions. As the manager of the plan, [redacted] 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 [redacted] is continually sending these documents as many claims for coverage are routinely approved.

In this consumer’s specific case I have attached both the sales flyer (we provided at the time of sale) and a copy of the sales invoice that states the differences in coverage details. We do apologize that the customer found our communications, verbal or written to be confusing at all. We work very hard everyday to ensure our customers receive the most transparent information possible and again part of the plan is honored by our company for factory defects; it ultimately depends on the type of coverage the consumer is seeking to access as to who handles the claim directly. I have also included a link to our website which showcases our recently upgraded [redacted]f Plus flyer again depicting thoroughly that we are partnered with the [redacted] company:

http://www.mybobs.com/goof-proof-plus

Kindest Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

%

Review: I spoke with a member of the customer care team at Bob's Furniture back in August, when I had requested a technician come out to repair my sectional sofa, which I purchased from them. The cushion tore, from poor workmanship and I requested that it be replaced when the technician came out to service the recliner in the same sectional sofa. The technician came out to repair the recliner, but stated he couldn't fix the cushion and would have someone call me. No one ever called me, and so I had to contact Bob's again. I subsequently had to purchase a new cushion and have the tech come out again to service it. The cushion was ordered and came two months after I ordered it. I was scheduled to have service for repair of this cushion on 1/5/2016 and the technician never showed, because no one notated my account for service today. In addition, the headrest is also breaking, so I need to now have that replaced. The customer service is awful. I have lost a day of work, my product is paid for an not installed and now another piece of this couch, that gets rare use needs to be replaced. The product is horrible, it is terribly made. I want a resolution to my installation and need yet another part to this couch. However, I have called 4 times today, and each time have been hung up due to long wait time.Desired Settlement: I would like my paid for part to be installed as promise, and I would like to be able to have the headrest repaired or replaced as well. The product has been serviced multiple times, it is extremely faulty and poorly made and I have been inconvenienced waiting for services that do not happen. I do not want to pay a technician to come out and repair the headrest when this couch is falling apart. Either that, or give me my money back for this couch, it's a lemon!!

Business

Response:

Good Morning Revdex.com,

Our records indicate that this merchandise was delivered on 09/04/2012 and the customer purchased no additional coverage from us for an

extension to their original one year warranty period (communicated by Bobs via

the original sales invoice).

We absolutely apologize for any

scheduling error on our part that has caused our customer to experience any inconvenience.

Please know that at this time any

service that we are offering to the customer at no cost is being done as an extreme courtesy since our business’s

direct responsibility to this purchase expired in 2013.

We currently have a service appointment arranged

to occur on 1.23.2016 and will do our very best to aide the customer with the

concerns being experienced very far outside of any warranty coverage period

available thru Bobs.