Bob's Discount Furniture

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

Business

Response:

Good Afternoon Quitemae,

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

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

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

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

customers were met with so much disappointment during such an important

purchase.

Your comments regarding the service you received by our team are

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

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

Our records indicate very different dates then what you have

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

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

as you have asserted).

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

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

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

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

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

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

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

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

release these funds there is another

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

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

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

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

end.

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

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

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

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

research with our Accounting Department.

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

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

time associated with the bank your card if thru.

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

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

in our business in the future.

Kindest Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

Review: [redacted]

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

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

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

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

frustration and apologize again for any inconvenience the refund processing

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

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

again.

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

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

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

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

and processed.

Kindest Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

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

Sincerely,

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

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

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

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

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

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

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

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

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

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

Either:

(a) Kitchen Island delivered on 1/26

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

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

Thank you.Desired Settlement: Either:

(a) Kitchen Island delivered on 1/26

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

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

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies to our

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

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

addressed with.

We have interacted

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

information I can locate reflects the following:

The incorrectly delivered

dining room item concern was resolved on 12.22.2015.

The paperwork to have the

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

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

customer’ status.

As

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

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

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

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

scheduled for.

The rug is scheduled for

delivery on 1.26.2016.

During our conversation

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

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

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

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

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

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

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

the anticipated date we have right now.

We did offer the customer an immediate compensation

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

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

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

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

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

customer’s account reflects that they happily chose the accommodation

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

the financing account used for this purchase.

Please know the customer

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

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

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

by this individual customer.

At this time the exchange

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

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

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

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

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

order.

Consumer

Response:

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

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

Sincerely,

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

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest

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

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

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

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

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

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

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

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

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

concerns presented to us.

Bob’s prides itself on providing

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

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

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

concern and delivered the customer the merchandise originally expected in good

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

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

Normally we offer any type of additional apology in the form of a Bobs Discount

Furniture Gift Card because as a business we understand the importance of

earning our customer’s trust back and proving to our customer that delivery

failures are not part of the normal daily operations that have helped us grow

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

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

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

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

deliver merchandise we can understand the reasons why in this scenario and have

several cash and carry items that can be taken from our showrooms or pit locations

as our free gift of apology with use of the gift card we are offering.

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

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

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

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

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

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

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

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

Please ask the customer to review

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

Option #1:

Bobs Discount Furniture Gift card

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

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

OR

Option #2:

A monetary refund (processed to

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

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

their Wells Fargo financing statement.

Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

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

Sincerely,

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

Business

Response:

Good Afternoon

Revdex.com,

Please

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

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

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

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

delivery on the agreed upon original date.

As we

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

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

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

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

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

My

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

became unavailable to our expected inventory stock count therefore the soonest

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

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

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

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

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

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

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

We

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

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

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

product to arrive to us.

In

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

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

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

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

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

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

adequate in resolving this concern.

Kindest Regards,

Bobs Discount Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, but they need to work better to ensure this doesn't happen to other customers in the future.

Sincerely,

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

Product_Or_Service: furniture

Order_Number: XXXXXXX

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

Business

Response:

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

Good Morning [redacted],

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

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

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

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

Your business is appreciated and we apologize for the inconvenience.

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

Business

Response:

Good Afternoon Revdex.com,

Please give [redacted] my sincerest apologies for the terrible

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

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

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

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

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

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

lives to get this concern rectified.

I am currently unable

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

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

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

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

this account and begin researching what options we have for monetary

compensation?

Any of the following information will be greatly

appreciated:

-The invoice number

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

-The telephone number that is listed on the sales invoice

-The delivery address

Thank You

for the opportunity to make it right,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Here is additional info you requested.

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

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

Invoice [redacted]

Business

Response:

Good

Morning Revdex.com,

I

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

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

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

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

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

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

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

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

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

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

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

from our end as quickly as it can be.

On

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

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

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

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

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

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

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

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

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

Please

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

concern.

Thank you for the opportunity to make

it right,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

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

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

Business

Response:

Good Morning Revdex.com,

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

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

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

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

was finally in good condition per the previous communications received and

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

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

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

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

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

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

In regards to the monetary refund credit, I received written

communication from my Accounting Department on 5.27.2014 that the monetary

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

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

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

account.

Thank You,

Bobs

Discount Furniture

Corporate

Customer Care Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

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

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

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

As stated in my previous response we are very willing and

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

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

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

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

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

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

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

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

resolution for our customer’s concerns.

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

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

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

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

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

family time.

Thank You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

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

Business

Response:

Good Afternoon [redacted],

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

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

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

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

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

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

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

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

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

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

Bobs Discount Furniture warranties your merchandise against manufacturing

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

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

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

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

listed these below for your review:

Option #1:

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

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

date.

-Or-

Option #2:

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

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

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

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

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

date.

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

point.

Sincerely,

Bobs Discount Furniture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have chosen option #1.

Sincerely,

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

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

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

Business

Response:

Good Morning [redacted],

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

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

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

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

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

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

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

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

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

denying you coverage.

While I

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

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

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

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

The plan

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

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

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

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

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

you assumed covered you continually for this occurrence.

If you would like

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

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

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

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

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

the credit.

Kind Regards,

Bobs Discount Furniture

Consumer

Response:

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

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

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

Business

Response:

Good Afternoon Revdex.com,

I reached out to this customer

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

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

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

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

failures have caused our customer.

Thank You,

Bobs Discount Furniture

Corporate Customer Care

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

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

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

Business

Response:

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

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

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

Sincerely,

Business

Response:

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

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

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

Business

Response:

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

Good Morning [redacted],

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

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

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

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

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

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

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

thank you

[redacted]

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

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