Bob's Discount Furniture

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: Last month I went into the Bob's store in [redacted]. I was looking for furniture to match carpet I was anticipating to purchase. I brought in a sample carpet swatch of the color. As I was browsing through the store with my daughter we found one that matched (or so we thought). As we were comparing the sofa to the swatch, one of the Bob's employee also added her opinion and verified that it matched. From that encounter, I purchased the furniture that day, had my carpet installed the next week and my furniture was delivered the following week. When the delivery guys brought it in, to my surprise IT WASN'T THE SAME COLOR. I immediately contacted my daughter and while the delivery guys were still in my home, she and I headed to the store with one of the pillows to verify if it was the same couch.

When we walked into the store, the pillow once again appeared to be "red" and in actuality, it was "orange." As I stood at their customer service counter explaining my dilemma, not one but THREE employees stated that their lighting in the store was different and has caused problems for many customers. Two of them also verified that within the next week or two, they were going to be changing the lighting in the store since it has caused such issues with customers.

The woman at the customer service counter called headquarters and explained the situation. The woman at headquarters asked to speak to me and then asked if I had accepted or rejected the furniture. I said, "neither, I left them at my house and immediately came to the store." She then stated my options. During this conversation, I asked specifically would I be charged another delivery fee and this representative stated NO. I went home and the furniture was still in my living space. No one signed paperwork rejecting or accepting the furniture. The delivery guys left without a signature.

In my frustration, I had my daughter contact Bob's customer service again to tell them I didn't want that furniture and I will exchange it. I was not in on the conversation during that time. Yesterday (12/5/14), I went to pick out new furniture and to my surprise they charged me ANOTHER DELIVERY FEE. The store called headquarters again and the representative stated that it wasn't there fault. I explained once again about the lighting in the store and the entire situation. She stated she cannot help me and I signed the paperwork accepting it which I told her that I did not sign anything. I asked to speak to a manager and she refused to put one on the phone. I was on the phone with her for over 30 minutes and still no manager.

I would also like to add that since Bob's realized this lighting situation was a problem (previously mentioned), all of the lighting in the store has now been changed. The furniture in the store that I purchased looks "orange" not red as stated in their advertisement for it.

I am completely dissatisfied with my experience.Desired Settlement: I would like my SECOND delivery fee refunded.

Business

Response:

Good Morning Revdex.com,

We do apologize to our customer for the frustration that the

difference in lighting from our store to her home caused during the selection

of her product. I also apologize that the customer perceived that our retail

location was taking direct responsibility for this concern being their fault. I

believe that our store employees were applying empathy to the customer’s

situation and it is common (in any of our 54 stores and in our industry as a

whole) that the lighting in our showroom differs from that in any customer’s

home. As a business we cannot be held responsible for the difference in color

variations from showroom to environment as we do not have full knowledge of

what the customer’s environment looks/acts like. Some of our showrooms have

large windows that the furniture is displayed in front of where natural light

comes into play and some homes have no natural light in the room the furniture

will be kept in. The list of possible variations goes on and on based on time

of day, type of lighting fixture/bulb, demographic, and many other factors.

We did our customer a valid service by offering to take back

the merchandise that was delivered to her home.

Our records clearly indicate that we spoke with the customer’s daughter on

the original day of delivery and advised her that she could reject the

merchandise or accept it and reselect. The customer’s new delivery isn’t scheduled

to occur until 12.16.2014 therefore the customer does have full use of the set

she originally selected for several weeks on our dime. It is also important to

realize that when the merchandise currently in the home travels back to us on a

return trailer (which has old bedding and other returns from customer’s home’s

on it) it will most likely not be in sellable condition.

We certainly wouldn’t want to inconvenience the customer by

leaving them with no furniture to sit on so unless our drivers are instructed

to take the merchandise away it is always a benefit to the customer to leave

something behind for the use they were expecting to have fulfilled on that scheduled

day. Our drivers were not told to take the original set back on the truck with

them on 11.24.2014.

It is fair and adequate that we expect the customer to pay a

new delivery fee on the new merchandise she wanted delivered. We have a

recorded call (which I have listed the transcripts of below) that indicates the

customer was aware of this occurrence when we created the reselection paperwork

for her. Our company honors transparency as a core value and has always

maintained that delivery in itself is a separate service from the price of the

merchandise. This is an honest statement , we provide the lowest price possible

on our merchandise everyday and continue to offer all customers the option of

taking delivery or picking up their merchandise themselves. Should the

customer want a delivery it is not unreasonable by any means to expect that a

charge be incurred for this service. We are willing to take a loss on the

current merchandise in the customer’s home as a way of being gracious and courteous

to our consumer. We stand behind the new delivery fee being charged as a fair expectation

given all facts of this scenario.

Record of Call: 11/26/14 @ 1:32 PM

[redacted]- Agent:

“Now, there WILL be a new delivery fee on the [redacted] piece

that you’ll have coming into the home”

Customer:

“Okay”

Leana- Agent:

“um, because there is merchandise in the home now”

Customer:

“Okay”

Customer:

“So, they’re going to switch it out, like, they will bring that..”

[redacted]- Agent:

“Mmm hmmm. They will go ahead and pick it up, for the sofa and the actual

loveseat.

Customer:

“Alright”

Kind

regards,

Customer Care

Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

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 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: 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: 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: We purchased a sectional sofa from bobs in January of 2014. We purchased the goof proof warranty because we have small children and accidents will happen with small children. When my small child (30 pounds) jumped on the sofa he accidentally broke a leg off of the sectional in April of 2015. When I filed a claim with Bobs I was told this would not be covered under the warranty. This was an accidental break and warranty states that accidental damage is covered. I have spoken to several other customers who have had the same problem with the goof proof warranty. This is a giant rip off and somebody should really put a stop to it. What a dishonest company.Desired Settlement: I would like the warranty to be honored and for the leg of my sectional sofa to be fixed.

Business

Response:

Good Morning Ms. [redacted], Thank you for choosing Bob's Discount Furniture for your home furnishing needs. Goof proof provides excellent peace of mind for most common types of in home accidental damage, when properly reported. I apologize if you have yet to benefit from the plan. Your most recent claim was denied because you reported that your child jumped on the sofa and broke the leg or frame; this is not considered an accident but rather preventable damage or abuse. Your claim was denied on April 1, 2015 however; We (Bobs) ordered a new sofa leg from the manufacturer, free of charge on April 17, 2015 and you should expect to receive it within 6-8 weeks. We called you on May 11, 2015 and left a voicemail message updating you on the status of your part order. If you should need assistance with the installation of the leg, please contact our customer care center to setup a part installation appointment. Bob's Discount Furniture truly appreciates your business. Thanks [redacted]

Review: 7 Months ago I purchases a bedroom set and was told it was the best one that they carried. We paid almost $3,000.00 and I still do not have a product that I am satisfied with. The first delivery that came to my house the end table was not even finished and was just a regular wood color and the whole bottom was smashed and broken. The dresser was also damaged with chunks of wood missing and dings and scratches all over it. The drivers took the end table back and left the dresser until the new one arrived. The 2nd delivery was just as bad and the “new” dresser was more damaged than the original one that was delivered. A 3rd delivery attempt was done and that dresser again was damaged and again on the 4th delivery attempt the dresser again was damaged. The customer service reps I was extremely unsatisfied with and they basically told me this was the last delivery attempt and the product was now discontinued. She informed me that I could either return the whole set (which to me was not even an option after all of the frustration and disappointment I went through) or I could get a different dresser which would not match the rest of the bedroom set. Again this was not an option. I have tried several times to speak with management on this matter and I have gotten nowhere because I keep being told that I need to wait for the final delivery of the product to even discuss a partial refund. Another manager told me they would refund me the dresser in full when another manager told me they would only refund me the delivery charge of almost $300.00. I have sense received 2 drawers in the mail that a technician was to come out and replace and fix the scratches and dings in the dresser. The 2 “new” draws that were deliver again came damaged. I just received one of the replacement drawers in the mail and again it is damaged and I am still waiting on the 2nd draw to arrive. All of these delivery attempts besides the 1st was supposed to have special checking of the product before it left the warehouse. That obviously did not happen. I am extremely frustrated, disappointed and annoyed at how unprofessional the customer service has been and how awful the product I purchased has been. I have missed what adds up to a week of work because of all of these deliveries because you only deliver to my town once a week and I was told by the customer service rep that there was nothing they could do about that. I also requested a time of delivery to be after 3:00 P.M. so I wouldn’t have to miss work and again that did not happen and I would get a phone call stating they were at my house and that it was an automated system that generated the schedule so when I spoke to the rep and requested the time frame and was told it was do able again I was wrongly informed. I am shocked and disgusted with the way I have been treated as a returning customer of Bob’s Discount Furniture. I am also extremely disappointed that after 7 months of my purchase I still have a damaged dresser that I cannot use two of the draws on. I am ready to return the whole bedroom set and NEVER purchase another item from Bob’s and to make sure everyone knows about the situation I have gone through. I would like a full refund of the dresser now and not have to wait until 2 more draws arrive which will again probably be damaged.Desired Settlement: I want the dresser draws to come undamaged so I can have a final product and I also want the dresser refunded in full for all of the aggravation and days of work I had to miss.

Business

Response:

Dear Ms. [redacted], Upon receipt of your complaint, a representative from our Consumer Liaison team emailed you the following response on 6/26/15 and is waiting your decision...Good Morning [redacted], I apologize for the issues you have had with the dresser thatyou purchased. If the set was still in our inventory we would gladly exchangeit for you so that this could be resolved quickly, unfortunately it is nolonger available. I can offer you several alternative options. 1)The first thing we can offer is a reselection to a differentbedroom set, which would allow you to have all matching, undamaged pieces. 2)If you would rather have a resolution on just the dresseralone, this is what I can offer: We can offer a concession tokeep on the dresser, returning half of the cost (264.00) and you will still getthe drawer parts delivered to you. In addition I am willing to return theoriginal delivery fee of 229.99 so essentially this would be a refund toyour [redacted] account of 493.99. If you have already paid off [redacted] then they would cut you a check in that amount. If we go with thisoption we cannot guarantee that the parts that are sent will be completelywithout a flaw. I realize that this has been frustrating time for you and I hopethat you understand we are doing all we can to find a suitable resolution. Please let me know your thoughts on what we have proposed andalso let me know if you have questions. Best Regards,

[redacted]Please respond to Pam's email or to the Revdex.com.Thank you,[redacted]

Review: I purchased a two piece living room set on 3/12/Three days after delivery I noticed a cut in the back of the furniture called it in, company came out and determined it was made by delivery teamWhile they were sewing the tear I also pointed out that one seat cushion on the loveseat was too small for the couch and a scratch on the pillow on the sofa pillowI was given the option at that time to choose a new set within a thirty day periodFew days later I went to store a chose a new setWithin three days of this delivery I noticed two holes in the loveseat which looked and felt like someone tried to glue the holes in the but they then it started to stick back outCalled them again the repair team called Goof Proof came back out and determined manufacturers defect so they ordered me a new loveseat same exact styleWhile this was going on in the same week I noticed some holes in the middle cushions of the sofa, called the team and they came out again and said we will replace the middle cushionThey told me the delivery of the piece will take up to business days, when I receive it call them and let them know and they will come back to fix itStill waiting until today 6/23/They did not even have the courtesy to call me and let me know why I am still waitingI called the repair team on 6/19/and they then let me know the part won't be available until the middle of JulyI was already mad about the fact that I am having these problems with what is supposed to be new furniture for the first time in my lifeWorst service ever and I will never purchase any furniture from Bobs Discount Furniture again because it is of poor quality.Desired Settlement: I want this problem taken care of ASAP or would like the option of a quick refund which I believe I deserve will dueThis is crazy
Business
Response:
Good Afternoon [redacted],
I attempted to contact you on the
number you provided in your Revdex.com complaint three times this afternoon
(7.07.2015) and regretfully the line continues to indicate that the number is
not currently in service
I am so sorry to learn of the disappointments
you have been continually experiencing with your product and I assure you that
taking care of our valued customers is our number one priority here at Bobs
Discount FurnitureAs a company we stand behind the fact that a replacement
part accompanied by a professional installation is the best route for resolving
any product concernI can certainly understand your frustration due to having
to wait for this part to arrive and in the fact that we didn't appropriately communicate
any added delay in shipping time to you
Should you feel an even exchange of
the merchandise would benefit you most at this point, instead of waiting any
longer for the part's arrival, we are happy to provide that option as an
alternate route for resolution
If you are able to maintain confidence
in the parts and service resolution we currently have in place we can offer to
provide you with a further form of our apology for the delay in service and disappointment
by way of a Bobs Discount Furniture Gift CardThis gift card offer will be
fully disclosed and processed after the service for installation has been
completed and you are fully satisfied with your product
Please feel welcome to let me know how
you'd like to proceed in resolving your concern via the Revdex.com channel you have
opened or I am available to you directly by email at [redacted]
Kindest Regards,
Bobs Discount Furniture
Corporate Customer Care Liaison
Consumer
Response:
Review: [redacted]
I am rejecting this response because: I tried to email the address that was sent to me [redacted],[redacted] and it would not go throughI would like a phone number to call to speak to the person who can help me.Also the phone number this person claims it not working that she tried to contact me at is the store in [redacted]number not mineMy number is on my receipt records of purchase
Sincerely,
Business
Response:
Good Afternoon Revdex.com,
I spoke with this customer via telephone today (7.16.2015) and
discussed the concern along with the available options we have for resolution
I have also emailed the customer directly so that she has my
correct email address to back in touch with me directlyAt this time she is
accepting of the options for resolution and has communicated to me that she
would just like some time to think them overPlease see email communication copy
(below):
From:
Sent: Thursday, July 16, 11:AM
To: [redacted]
Subject: In response to your concern :Revdex.com Claim: [redacted]/Customer No:
Hi [redacted],
This is [redacted] from
Bobs Discount Furniture, reaching out to you so that you have my correct email
address
As discussed I expect
that the part order should be arriving to you by the end of this month and I'm
so sorry it's taken so long to get to you, we will be happy to issue you a
$Bobs Discount Furniture if you are able to wait for the part to arrive
and have it installed
If you'd like to
cancel the part order we can offer to exchange the merchandise for you instead
Thank You,
Bobs Discount Furniture
Corporate Customer Care Liaison

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 went into Bob's Discount Furniture of [redacted], CT a few weeks ago and purchased a 7 piece living room set off the floor as well as a 7 piece kitchen set. The same day, I also purchased 3 dressers out of the pit, spending almost $5000.00. The same night that I picked up the furniture from the pit, and a worker with a very nasty attitude gave me and my family the worse attitude because he didn't want to load the truck, because they were busy. His attitude was so bad that we had to literally call the manager Mary, to come and address his unprofessional behavior. When the manager came out back he said, "I don't care if a manager is in my face, i'll say what I want." We were treated rudely and badly. Although, we were treated badly I like the quality of bob's furniture so, three days later I went back to the pit to purchase another dresser and a fireplace

My furniture was delivered about a week later that was no problem, but I had a couch that was on back order until 10/8/15. I received my confirmation call for the delivery and made sure I was home for the delivery, I had to run out because of a family emergency and my aunt stayed for the delivery. When the delivery guys arrived, my aunt called me in a panic because the delivery guys refused to bring my couch up to the second floor. She said, that he said, "It's not my job to bring furniture in the house." The couch was never taken off the truck for them to attempt to bring it up. I then called the [redacted] office because the delivery guy, was then threatening to leave the couch outside my home, for me to find someone to bring it up stairs. I spoke with a woman named Laura, in which I connected and merged the call on three way with my aunt because she was there. The delivery team not only refused to deliver my merchandise, he refused to give his name or the paperwork with the delivery information to my aunt. The woman that was on the phone instructed us to hold the line, because by this time the driver left without attempting the delivery, and she wanted to re-route him back.

She told us that she would give a call back to us after she speaks with her manager, to have them re-routed. This was about 11 a.m. I received a call from someone hours later around 3:30 p.m., saying, " We can not re-route the delivery team, because they received a message from the team that my merchandise would not fit." After making call after call , finally someone with a better attitude understood my frustration, but I am ready to have them pick up this furniture and give me a full refund. Of course I was told that once the furniture is delivered I can't be refunded, but I was told that the couch can be refunded what am I suppose to do with just a chair? I have never spent so much money and felt like I was taken for everything that I have. Me and my family have yet to even sit on the furniture or enjoy it because I am still waiting on the rest of my merchandise. This is not something that I would have ever expected from this company very unprofessional and unsatisfactory.Desired Settlement: I would like to be compensated for all my troubles, this company needs to address their rude employees, and if I have to deal with these behaviors when I receive my couch that is to be delivered on 10/10/15. I would like a full refund so that I can shop somewhere else. Everything that I purchased I paid cash for, and I fell as though I should be either compensated the right way or fully refunded.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the rude behavior our

customer cites to have been met with during delivery and pick up of her

merchandise. We find the reported experience unacceptable and thank our

customer for escalating her concerns so that we can ensure the obvious areas

for coaching we have are internally addressed.

As our delivery teams are expected and trained to deliver

merchandise to a home and not cause any type of property damage there is a

certain amount of trust that we all must maintain in their abilities to adequately

judge when an item is not going to fit thru an area for delivery. With that

being stated, we of course expect that the delivery team makes a proper attempt

to deliver and also educates our customer on how/why this merchandise is not

going to fit into the home. Our records reflect that during the second attempt

to deliver the sofa on 10.10.2015, this was again logged as a no fit into the

home.

As of right now we have a pick up scheduled to remove the other

items from this sales order for a refund on 10.14.2015 and have begun the

refund process (as indicated on our sales invoice) for the undelivered item and

associated fees to return to the customer in the form of a corporate

check. We do understand the customer’s disappointment

in us and feel terrible about the lack of care she feels her concerns were met

with. For this reason we have worked above our stated policy to provide the

customer with the removal for refund option and we apologize again for any

inconvenience she feels that we have caused her.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the team never removed the merchandise from the truck and of course it was my word against theirs. I'm upset that I was only able to return part of my order. I was also told by a manager that I would be compensated for all that I've been through only to find out later that I was over charged and told that because in getting a refund ( in which I should) I no longer can be compensated for my troubles. Horrible service

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

While I can understand our customer’s disappointment it is

reasonable to expect that when a business is already working outside of policy

(that was provided and signed to at the time of sale) to honor a demand for

refund, that same business would not provide a duplicate offer for

compensation. We are compensating our customer by changing the guidelines we

keep in place for all customers in order to make her individual concerns right.

Our greatest loss is and will remain loosing our customer’s trust in our business.

We thank the customer again for reporting her concerns so that we

may grow as an organization and look forward to providing our customer with the

satisfaction of the removal for refund.

Sincerely,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: yes you provided a refund for merchandise your team failed to deliver. I don't want any of the merchandise that I purchased so please don't act like this is a favor when I went thru hell with this business. You did not accept the return of the kitchen set and you could have picked that up to. I'm so disgusted with myself for doing business with you people to the point where I'm sick to my stomach. I will be submitting my reviews so that the world can know my experience and troubles. I have suffered mental anguish, depression, resentment, anxiety and a huge amount of stress behind this shopping experience.

Sincerely,

Review: I purchased an entire bedroom set and paid for additional goof proof. I contacted your company earlier this month. They sent out a technician. He stated that the foot of the headboard could not be fixed. Which means it was meant to be replaced. I was told by a rude customer service our customer relations that he put me on the phone before he left with, that there's nothing she can do that the warranty was for an accident. It's absurd because when I purchased the warranty I was told that if it broke day with you to fix or replace. She stated it was in an accident I repeatedly asked her for an example of an accident. It's the footboard of the bed set so there's not much accidents that can happen. I have sent them pictures I have emailed them they do not want to replace it. I asked them for a refund of my goof proof plan. They have not gotten back to me. The bed cannot break by accident the goof proof plan is if something is broken cannot be fixed it will be replaced this is what I was told when I purchased it. I would like them to replace it or to refund me the amount I paid on the goof proof. Because obviously it was a complete waste. Please help me resolve this.Desired Settlement: I would either like them to replace it or fix it or refund me the amount that I paid on the entire you goof proof purchase.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest

apologies for the concerns our customer is experiencing with their merchandise.

Our records indicate that this

merchandise was delivered in September of 2011 and as its name depicts the

‘Goof Proof’ plan sold is designed to offer coverage against occurrences of

most accidental damage. We do provide documentations of the Bobs one year

guarantee verse the coverage of the protection plan at the time of sale. As the

customer’s warranty coverage directly thru Bobs expired years ago the

technician dispatched to the customer’s home on 11.10.2015 was done as a

courtesy.

Upon inspection of the

merchandise our service professional determined that there wasn’t a sufficient way

to repair this merchandise under the terms of the courtesy service he was there

to complete. The purchased protection plan does not offer coverage if there is

no accident reported to go along with claim and therefore does not qualify for

use or dispute as the customer continues to assert that no accident has occurred.

Our records further indicate that

we answered all the customer’s questions to the best of our abilities and took

the appropriate time to review, at a higher level, photographs of this customer’s

dispute. As our technician and our higher review have determined there is no

defect present (please also consider the customer maintains no direct warranty

protection thru Bobs) we are unable to offer further recourse at this time.

We apologize again as we truly

wish to help every customer that we are unable to offer recourse in this

specific case.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: On Oct 4 I purchased 2 couches from Bob's Discount furniture online. They were on clearance. The name of the couches is Mason reclining sofa in Mushroom color. They were supposed to be shipped in early October. Bobs said one was ready and the other would take two weeks. I told them to deliver one. They called on Friday 23 and said they would deliver the couch on Tuesday. I dismantled my existing sectional over the weekend in preparation for the delivery. On Monday I got an automated call to schedule a delivery time. Monday night I got a call from customer service to say that there was no couch to deliver. There had been a mix up. I have been calling every week since then to see where the couches are - every time they tell me something different. The couches are in a different state, they are both damaged, they are lost etc. Once they told me they were shipping two couches up from ** to CT to my house in **. They said it would take 2-3 weeks. I waited. I called them yesterday, spoke to Jenny, her direct line is ###-###-####. She told me one couch was damaged and there was no second couch. She said they located two more couches in Maryland and will ship them in 3-4 weeks. At this point I just don't believe them. I think if I wait the 3-4 weeks again I will get the same run around. I also ordered 4 end tables and an 8x10 rug from bobs to match the couches. I have had them since Oct 4.Desired Settlement: I just want the couches. If they can't get me two couches in a Mushroom leather I'd like to send everything I purchased back and start again with a different company.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest

apologies for the troubling experience our customer has endured while

anticipating the delivery of the sofas. We take full ownership and responsibility

for this concern and assure our customer that it was never our intention to fail

on fulfilling the order for the sofas.

At this time the customer’s account

reflects that the order has been canceled and a refund processed on 11.14.2015.

Our greatest loss is and will remain loosing our customer’s trust in our

business and while we understand that there is nothing that will make the

failure our customer experienced OK, we do want to offer our customer a token

of our apology.

The sales order that was purchased from our regularly stocked merchandise

(tables and rug) carried a delivery fee of $99.99 and we would be happy to

provide our customer with a gift card to Bobs Discount Furniture in this

amount. 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. 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 in store outlet locations as our free gift of apology with use of

the gift card.

We apologize again for our failure

in not being able to fully process the promised order and do hope our customer will

accept our deepest apologies and compensation offer.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: The following issues were encountered:

My furniture arrived and the wrong chair was ordered and delivered, the dining room table and chairs had scratches and the ottoman had a rip in the side and the legs were not on the truck

I return the store that evening to have them correct the error with the chair, it was reordered and I had to take another day off from work for a second delivery

During the second delivery the delivered chair did not have pre-drilled holes in the back for the legs, the young delivery men obtained a screw gun from the truck and proceeded to drill holes in the chair for the legs. They drilled holes that were too big so once the legs were attached they fell out. They put a large amount of Epoxy on the screws and replaced the legs, quickly turned the chair over and ran out of the house without even letting me check the chair or sign the delivery papers. They put so much Epoxy on these legs that it dripped down the legs onto my hardwood floors and new throw rug.

These young men ran out so fast that they left a drill bit behind that I found when my dog had it in his mouth and staples from the plastic they removed from the furniture that my girlfriend stepped on in her socks.

I called customer service to report this and the representative was anything but helpful. He had me send pictures, told me he would have to speak to his manager about how to handle this along with how to compensate me. I had told him I needed the chair delivered on Tuesday before 10a as I had to pick my daughter up from college and I was not taking off a 3rd day to wait for a delivery. I wanted the furniture for my new house for Thanksgiving that I was hosting. He told me he could not guarantee me this delivery time even despite all my troubles. He even went as far as to ask me if I could get someone else to pick my daughter up so I could wait for the delivery (“can her father or someone else go get her”, we are separated) or if I could find a family member to do so. How could an employee ask me such a thing??? Calling him rude is an understatement. I was on the phone with him for 45minutes.To this date I am STILL waiting for the manager to return my phone call and discuss all this with me.

I had to return to the store AGAIN since customer service was not responding to my concern.

They sent the same young man who ruined the first chair back to deliver a new chair and ottoman. Really??

Poor quality products, awful customer service, incompetent delivery men, failure of manger to respond to a customer’s concern ….

I am requesting a full refund given the nightmare described above. They may come and retrieve their crappy productsDesired Settlement: Full refund

Business

Response:

Good *fternoon Revdex.com,

While I *m very sorry for the

poor experience this customer outlines receiving from us I must convey that I

am perplexed *s the customer’s *ccount shows *greed to *nd *lready processed

resolutions for the listed concerns.

On 11.13.2015 (same day *s the

initial delivery) we processed * 15% refund on the Table Top/Table Base, 1 counter

chair (I believe this for the chair that the delivery men set up *gainst

manufacturing specifications), *nd 1 ottoman *s * concession for the reported

concerns with this merchandise.

In *n extreme effort to make the

customer happy we then *pproved *n even exchange for * brand new ottoman (and

the customer kept the 15% refund processed back to the financing *ccount

previous to this exchange). Our records show that the ottoman was successfully

replaced on 11.24.2015 (prior to Thanksgiving Day) *nd we show no further

report of concern made to us on this piece.

On 11.20.2015 we refunded the

delivery paid to us to the customer’s finance *ccount ($229.99) *s she reported

the poor delivery experience she received on 11.13.2015 to our store *t that

time.

We *pologize that our customer

was offended by our Customer Care *gent’s *pproach to her scheduling concern

and *ssure our customer that we will *ddress *ny coaching concern we find

within this recording with our *gent directly. In *ll honesty if our *gent

communicated that we couldn’t guarantee * time frame they were just being

honest with our customer. There *re far too many events that can *nd sometimes

do happen on the road for *ny one person to determine exactly when * truck will *rrive to * customer’s home. Our company

allows *nyone 18 years or older to be home for * delivery *nd while this may

have been the more *ppropriate *venue to explore- we fully expect our *gents to

provide proactive, rather than intrusive, responses to our customer’s needs.

I *cknowledge the reasons why our

customer feels that we have let them down however our business overall has

continually *cted in *n effort to *ddress *nd resolve *ll the concerns that

have been reported to us. If there *re other open issues that the customer has

failed to communicate in their original posting I *m happy to help resolve

those under the terms of our ‘Service Policy’.

The customer’s sales receipt

(same paperwork that contains our ‘Service Policy’) indicates that * full

refund may be requested up until the time we deliver the product. This fact

combined with what our records show to be fully resolved concerns indicates no

further reason for * removal of the product to be considered.

Kindest Regards,

Stephanie *. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The resolution does not compensate for all the grief I experienced over this order. Also, as stated the furniture is of very poor quality and given the incidents that occurred I would like a full refund and they may come and take back their furniture.This is not customer service. To this day I am still waiting for the customer service manager to call me back.

Review: My girlfriend [redacted], and I purchased the 6-piece Atlantis sectional sofa from Bob’s in Orange, CT. The salesman at Bob’s sold us on the 5 year Goof Proof Plan. He explained to us that the plan covered an extensive list of damages. He stated, and I quote, “You could buy the plan and the couch, take it home, stab it with a knife, and have it fixed.” He led us to believe the Goof Proof Plan was extensive. On November 30th of 2015, I filed a claim with Guardian (the 3rd party protection company for Bob’s) for stains on the chaise lounge, recliner, and corner piece of the sofa. A blanket was used on the couch and stained it light brown. It took until December 31st for Guardian to respond. They denied my claim, stating they do not cover dye transfer. After going back and forth for a bit as to why I was not given a list of coverages, I asked if Guardian has had many complaints like this stemming from Bob’s, to which they replied “Yes.” I called Bob’s and spoke with Gladys from the Arizona call center and explained the situation. She had me send photos of the damage to Bob’s phot department. After doing so, Michael in the corporate office in CT, stated I have no recourse because Guardian declined it. If Guardian declines the coverage, so does Bob’s. I requested he escalate it to a supervisor. My main complaint is I believe I was misled and sold a completely different product than I received. I was sold a coverage plan that covered everything from stains, to rips and tears. What I got was a coverage plan that covers very minor blemishes and doesn’t cover anything I was told it did at the point of sale.Desired Settlement: My preferred resolution is either 1) having the couch cleaned and stains removed free of charge, or 2) a full refund of my original purchase price for the couch and Goof Proof Plan. I am willing to forgive the $200 delivery charge, as nothing there was misleading.

Business

Response:

Good Morning Revdex.com,

I am unable to locate a customer account with the information

provided at this time. I have attempted to search by address, phone number, the

claimant’s name/email, and the girlfriend’s name listed here and my search

continues to return no records.

Please have the customer submit their account information so that

I can research the validity of their concern further.

As of now, basing my response solely off of what the claimant has

posted I am unable to locate how our business has failed this customer. The

quote that the salesperson is alleged to have stated doesn’t match the claim

provided to Guardian. Guardian does cover ink marks and puncture marks from a

pen however the customer’s claim is in no way related to that type of damage.

As a consumer myself I do understand that any item I choose to place onto my

merchandise (I.E – a toss pillow or a blanket) is not the result of an

accident. I intended to place that item onto my sofa and therefore I am solely

responsible for the effect it has on my sofa (I.E- dye transfer from one

material to another). Based on my professional experience (as I cannot locate

the account to check) I would imagine that is the reasoning Guardian used to

deny the claim.

Guardian 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 (which is extensive) our sales associates would have no reason not to

boast about the extreme value the protection plan carries.

We provide a general flyer at the time of sale that very clearly

indicates there are some exclusion(s) to the protection plan and the document

further encourages the consumer to read their full plan documents for the list

of exclusions. As the manager of the accidental plan, Guardian is responsible

for sending the consumer their own plan documents.

If the customer would like to submit further information that will

aide in being able to access their direct account (sales order number/customer

number/delivery address/purchaser name as listed on the invoice) I am happy to

research the account documents to ensure I understand the claim details

correctly. At this time based on the information provided to us, Bobs Discount

Furniture is unable to offer recourse for this type of in-home damage.

Kindest Regards,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Business

Response:

Good Morning Revdex.com,

Please thank the customer

for providing the information to locate their account. While I understand what

the customer is communicating it is nearly unbelievable (having been a sales

person myself for my company) that the flyer we routinely provide to all our

customers out of our 64 retail locations was neglected in this one case. Is it

possible that we made a mistake in this one case you may ask? Although highly

unlikely it is certainly possible and I will follow up with our retail location

to ensure our management team in location is aware of the assertion that this

information was left out of this customer’s take with trifold. Nevertheless we

continually make an effort to remain transparent to all customers by posting

this information on our website (see link below):

The receipt that the

customer is indicating they received has several pages of information and there

are clear indicators within this information stating that Guardian covers

accidental damages and Bob’s responsibility under this plan is directly related

to factory defect coverage. The customer’s claim stems from neither an

accidental occurrence nor a factory defect therefore the plan purchased has not

failed the customer as it doesn’t apply to the concern they are demanding

coverage for.

I am still unable to

determine how it is even appropriate for our sales professional to be accused

of lying. The occurrence of a puncture from a sharp item is a cover-able damage

and the customer is demanding coverage for a damage that is no where near the realm of being

associated with a puncture mark. Our sales professional did not

communicate that a blanket being intentionally placed on the furniture, by the

consumer, causing a dye transfer would be a fully covered damage under this

plan.

The plan absolutely offers

extensive coverage as the definition of the word extensive indicates ‘wide’,

‘broad’, or ‘lengthy’ and the plan offers a very broad, wide, and lengthy list

of coverage from our company and Guardian.

We remain very sorry that

our customer has experienced this concern and apologize that while Bobs

Discount Furniture truly wishes we could help with every concern; we are unable

to take responsibility for concerns that are caused beyond the control of our

business.

Kindest Regards,

Stephanie [redacted]

Bobs Discount Furniture

Customer Care Corporate

Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The sales man did in fact lie to me at the time of purchase. As I said before, his statement of "you can take it home and stab it with a knife and have it covered" implied the plan covered more than it truly did. He stated it covered everything. Not once during our conversation did he mention what it did not cover.

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.

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: 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: 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: 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