Bob's Discount Furniture

Review: Contacted Bob's Discount Furniture to have them fix the sectional which I purchased from them 4 years ago. They kept canceling my appointment to have a technician come out. When I finally get them to come, the technician came and took a picture and left. Never heard from them again. I call them to find out the technician cannot fix the issue. No one indicated this to me and it is just a small tear in the seam. They tell me to guardian goof proof plan to file a claim. I call guardian to be told seams are not covered and it was not a result of an accident. This is outright fraud. To tell me the goof proof plan covers rips and tears and then tell me that it cannot be fixed when they just came and took a picture is ridiculous. Why falsely advertise that the goof proof plan will take care of sure issues?Desired Settlement: I would like the couch fixed or replaced.

Business

Response:

Good Morning [redacted],

Our records indicate that as of 8.11.2014 your concern has

been satisfied. Your account with Bobs Discount Furniture indicates that a store

credit has been entered by our Goof Proof Liaison. Thank you for purchasing our

Goof Proof Protection plan as it is a very valuable option and is currently

covering the cost of completely replacing your Sofa/Loveseat/Wedge after many

years of use. I apologize that you were met with any inconvenience while

seeking to resolve your concerns and I assure you that Bobs Discount Furniture

truly appreciates you as our valued customer.

Please contact our customer care office at ###-###-####

should you have any further questions concerning the open credit you currently

have. For your records, the credit number is reflected as: [redacted] within your

account.

Kind Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: Firstly let me say that I have been dealing with this company for over 5 years trying to get my money back and or a refund, to go buy a decent bed and mattress, they have refused, and keep exchanging and exchanging to appease me for the past five years, i.e I told them from day one I have a deadly allergy to [redacted] they are selling my [redacted] products, and I have ashthma attacks, they are sellin g me mattress that I swear I had bites all over me from bed bugs, and I keep upgrading and upgrading and review on line all their bad reviews that also speaks to my issue of bed bugs, made in [redacted] poorly made, [redacted] , smells ont he mattress FOAM that haven't gone away and I keep the windows open, and people write on line that the smell never goes away, and I am basically choking in my bed, I have asked and asked for my money back, and pay for upgrades, and due to my health issues want ed from DAY one an electric bed, and the lousy salesman keep selling me to make his commission, and not telling me they had [redacted] bed bugs, and the latest fiasco was that I was promised since the mattress latest one was within sixty days - 8/15 from the date of purchase I was entitled to a n exchange or refund due to the smell , ie. [redacted], after calling back, and getting hung up on and frustrated, I kept callin gand calling, and finally they said TOO BAD YOUR STUCK we are not doing anything more for you, firstly I PAID FOR ALL THE UPGRADES, nothing was free, they kept selling me the wrong products that are making me physically sick, and ill, and all the other stuff I bought over the past five years the [redacted] doesn't even want and is in the garbage, ie. couch, table chairs, all thrown out wasted money. I have had the same furniture when I moved from ** to ** and bed for over 10 years not one complaint with [redacted], etc. I am physically sick from dealing with this loucy salesman, [redacted], and selling me anything to make his commission, being I am a cancer patient, and basically homebound.Desired Settlement: Refund and or even replacement for a electric bed that Iw anted from DAY one without [redacted] and the same quality mattress I have now, with out further costs to me, due tomy past bed bug bites, asthma attacks, and health concerns, with these mattress, stinking, etc. and I see on line that people have the same issues I have on their web complaint sites. Of course they under sell the competitors it is all JUNK.

Review: Please HELP!My family and I recently went to Bobs discount furniture and paid cash for a leather living room set, mercury sectional black 2 piece package delivered on 12/31/2013, this was a gift from us to each other. We have tiny scratches and holes in 3 portions of the sectionals I dont know if it was made by my de-clawed cat or my grandsons toys, or even an accident from my wifes slippers. My wife, daughter, and my self was told by the sales associate [redacted] from the [redacted] store, If I were to buy the goof proof plus plan for $100.00, ALL accidents would be covered, including animal damage; [redacted] even took a pen and maliciously stabbed it into a leather piece and then told us even this would be covered, no problem. The flyer that I received also claims the coverage is good for rips, tears, cuts, burns and punctures. I was told when I called for a repair that not everything is covered. Ive been corresponding with a manager and I asked her Why are you contradicting your well printed flyer; and why are your sales associates willing to lie for a sale? She claimed this was a misunderstanding; we were blatantly lied to for a sale. I had first called on January 15th to report this accident; someone came out to inspect the sectional on January 23rd, I was told I would have a follow up phone call within 24 to 48 hours; at the end of January 27, 2014 I did not receive a phone call. What happened with their slogan NO PHONY GIMMICKS? I have a flyer with BOBS hand over his heart claiming to trust him and how hes got us covered. I was recently told after 3 correspondences that they will not cover this sofa. My family and I were told something different and this flyer also claims something different. All I want is to get my sectional repaired and for you to see Bobs revealing lies on what is really covered through this goof proof plus plan. Please help us! Sincerely [redacted] ###-###-####Desired Settlement: We would like our new sofa repaired, free of charge.

Business

Response:

Good

Afternoon [redacted],

I

am so sorry that you are experiencing concerns with your sofa and loveseat

purchased from Bobs Discount Furniture. I completely understand how frustrating

it must have been to be told we were unable to provide you with further

resolution and I assure you that Bobs Discount Furniture truly wishes to help

every customer who has a product concern.

The

time of sale is an extremely exciting experience, not only for you but for your

sales person as well. I truly apologize if a misunderstanding with the Goof

Proof plan occurred at that time and I assure you our intentions were never to

mislead you. The protection plan is an enormously valuable return on your

investment when used with the appropriate guidelines. The Goof Proof

Information sheet you are referring to states that animal damage from bodily

fluid is covered. I can also send a copy of the [redacted] contract to your home if

this isn’t something you received from that company shortly after delivery.

This contract goes into detail about what is not covered since our sales flyer

is meant to provide you with a general overview of what is covered. The sales flyer

also states that accidental damages such as rips and tears are covered through

the [redacted] Company and not Bobs Discount Furniture. If you and your family

are aware of an accident, other than scratches from your cat, which caused this

damage, I would encourage you to contact [redacted] and report this information

directly to them. As this protection is for accidents (stated on the flyer you

are referring to) it does not cover pet damages from teeth or claws because

this is considered a preventable occurrence rather than an accident.

In

our conversations with you previously we were seeking to provide you care and

education that animal damage from a scratch is not covered. We didn’t want to

refer you to a third party company when we knew they would deny your claim and I

am sorry that our effort to prevent you from experiencing further disappointment

caused you so much annoyance. The protection plan we sell is honorable just as

clay Bob depicts, like many other protection plans you can purchase on your

automobile and your electronics there are exclusions in order to keep this plan

fair for all consumers alike. It makes me very sad that you feel you were lied

to and we will certainly address this sales professional’s presentation as

honesty and transparency are part of our core values.

Our

records indicate that the technician we sent to your home offered to service

these damages for you as a courtesy and you refused this service. We normally

do not service customer caused damages and we were trying our very best to

reach out and assist you at that time. I apologize again but we are unable to

take responsibility for these damages, therefore as a furniture retailer we are

unable to offer you recourse for these damages. Have you already tried to

report this damage through [redacted]? If you have been denied through that

company you can respond to me through this channel and I can look into trying

to get that denial overturned based on what information you gave to them.

Thank

you for your time [redacted] and I apologize again that you are experiencing so much

frustration while trying to get your concern resolved,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: My wife nor I

was not offered compensation from anyone, the technician that came over said

he was only here for the pictures and would submit them to the company, and

that was that. I would have accepted the repair in a minute because this is all

we wanted from the beginning, but we were told in two correspondences no. All Bob

wanted to do is give our money back from the goof proof plus plan. If what you

are saying is true, why didn’t we know about this repair deal? We would gladly

accept the repair deal.

The

copy of the email received

Review: I have nothing but problems with Bob's since the beginning which was around March of this year. First off-I had to wait a month for parts of my furniture and still expected to pay. Second...was constantly given the run-around in the [redacted] office regarding lowering payments. Shady business practice. The couch was defective per Bob's and I was told they could not fix it..so I asked to lower payments-was never done. I finally said I do not want the couch anymore (monthly payments through [redacted]) and to come pick it up. [redacted] office kept giving the run around as usual..finally spoke to someone at CT office who said they would pick up the couch this past Friday (10-10-14)...my window of time to expect them was 2:15-5:15pm...waited and planned my whole day around this pick up!! Guess what!! NOBODY showed up at my house and NOBODY called me to tell me they were not coming. Waited all weekend for maybe a courtesy call from Bob's and to reschedule!! NO they did not call at all-they send the auto robot call to tell me they were coming this Friday!! Does not speak to me regarding this which is totally unacceptable!! I will go to every site and tell every person NOT to shop with Bob's...terrible business practices...Who runs this business? When a business has over 700 complaints just on ONE website you have a business problem!!Desired Settlement: I would like a refund of the down payment I made at the time when I signed my contract. It is the least you can do!!

Business

Response:

Good Afternoon Revdex.com,

We have reached out to this customer via email and have been

communicating about resolving this customer’s concern by picking up the

merchandise on 10.31.2014 and providing a Gift Card to Bobs Discount Furniture

Stores as a further form of apology. We have not heard directly back from our

customer since 10.16.2014.

My understanding is that our customer is apprehensive on

accepting compensation in the form of a gift card and is still inquiring about

the deposit she put down with a third party company called ‘[redacted]’.

Monetary funds were never transferred from the customer to Bobs Discount

Furniture from this sales order therefore Bobs Discount Furniture is not

permitted to offer an apology in the form of monetary funds back to this

customer.

We are acting as a Liaison in this case and doing our best

to work with our customer while honoring the agreements she signed with the

third party vendor ‘[redacted]’.

Please reach out to the customer and ask that she respond to

us again thru this Revdex.com or via the email address she has been communicating

through ([redacted]).

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: My husband and I purchased a king size mattress at Bob's. We had the original purchase for several years. After a while it would cave in where you slept causing back pain. We contacted the store and they sent out a man to "measure" the depression in the mattress. It was determined that we qualified for a new mattress. I went to the store and upgraded to a better mattress and paid the difference. It has been less than five years and the same thing has happened. I called the store and talked to "[redacted]", and told him I wanted my money back because I did not want to go thru the same thing again. He denied my request because it had been five years (which it had not, the date on my invoice is 09-16-10). I have [redacted] and [redacted] and I need the support of a good mattress. I would appreciate anything you could do to remedy this situation. My husband is a former [redacted] from the [redacted] and we are both in our 70's. Thank you

.Desired Settlement: Money back so I can purchase another mattress

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the disappointment

our customer is experiencing with the current mattress.

We further apologize for any confusion that may have occurred

when this customer spoke with our Customer Care Office. As a business we do

reserve the right to inspect any merchandise for a factory defect, under its

associated factory defect warranty period, prior to offering resolution on that

product.

This mattress has a 20 year non pro rated manufacturing

defect warranty and we are more than happy to schedule out a service technician

to the customer’s residence to inspect this mattress for a defect. This is the

same process that this consumer outlines to have occurred initially with their

previous mattress, regretfully we are unable to just initiate a return thru the

manufacturer based on the customer’s allegation of a defect existing. Due to

the agreements with our manufacturers- a factory trained technician’s report

must be procured prior to any return offer being initiated.

Please ask that the customer contact us directly to schedule

the pending service appointment we have created for this concern in our system.

For the customer’s reference the service order number is:[redacted]. Our Customer

Care Office can be reached at [redacted] (Mon – Sat: 6:30a -8:00pm/ Sun

10:30a -7:00p).

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

Consumer

Response:

I have accepted a settlement from Bob's Discount Furniture. They said they are sending me a refund of $1099.00. The check should arrive in 7 to 10 days....I will let you know when the check arrives. They are picking up the mattress on Wednesday, March 18. Thank you for your prompt handling of this matter. Sincerely, [redacted]

Review: AT THE END OF 2014 WE CONTACTED BOBS FURNITURE STORE AND THE GOOF WARRANTY DEPT AND INFORMED THAT MY DAUGHTER ACCIDENTLY GOT SOME NAIL POLISH BOTH OF THE SOFAS AND THAT THE SPRINGS WERE COMING OUT THE CUSHIONS AND THE ARM REST WERE DAMAGED , SHE TOLD SHE COULD ONLY DO ONE CLAIM AT A TIME ,THAT THE DAMEGES HAD TO BE NOTICE WITH IN 30 DAYS THE DAMAGE WE INFORMED HER AND THAT WE CALLED AS SOON IT HAPPEN SHE PROCESS THE FIRST CLAIM ABOUT THE NAIL POLISH , WE NEVER RECIEVED A PHONE CALL BACK AND WE SENT PICTURES AGAIN AND STILL NO CALL. WE CALLED NUMEROUS TIME UNTIL THEY FINALLY TOLD US THAT THEY COULDN'T COVER THE COMPLAIN BECAUSE MY DAUGHTER , FROM WHAT THE PICTURES SHOW, LOOKED LIKE SHE DID IT DELIBERATLY AND WE INFORMED THEM MY DAUGHTER IS 4 YEARS OLD HOW COULD THAT BE POSSIBLE THAT THEY ACCUSING MY DAUGHTER OF WRONG DOING THEY TOLD THERE IS NOTHING THAT THEY CAN DO ABOUT THE AGE FACTOR. THAT THEY WERE DOING THE NEXT CLAIM , SO THEY DID AND AGAIN NO ONE CALLED SO WE CALLED THE STORE THEY SEND A TECHINICIAN AS A COURTESY BECAUSE THE GOOF PROGRAM DEPT DID NOT SEND SOMEONE ,THE TECHNICIAN SAID THOSE SPRING ARE DAMGE THEY NEED REPLACEMENT AND ARM REST THERES IS NOITHING I CAN DO THESE SOFAS NEED TO BE REPLACED WE ASKED WHAT TO DO HE SAID EXPLAIN TO THEM WHAT I TOLD U AND TELL THEM THE SOFAS ARE BASICALLY IN NEW CONDITON YOU WONT NOTICE THE DAMAGE UNLESS YOU SIT ON THEM BUT THEY NEED TO BE REPLACED, SO WE CALLED THE CORPORATE OFFICE AND NOTHING THEY SAID THEY WILL CALL US BACK AND NOTHING FINALLY WE GOT THRU AND THERE TELLING US THEY WERE GOING FIX THE SPRINGS AS A COURTESY BUT THATS IT , I EXPLAIN NOTHING SHOULD BE DONE AS COURTESY WE PAID FOR THERE EXTENDED GOOF PROOF WARRANTY AND ALL THE ISSUES ARE COVERED UNDER THE WARRANTY AND I WANTED MY SOFAS REPLACED THEY INFORMED ME THERE WAS NOTHING THEY CAN DO AND TO HAVE NICE DAY AND HANGED UP AND IM STILL TRYING TO GET HELP FROM THEM. BOBS SELLS DAMAGED FURNITURE ALL THE TIME IN THE AREA CALLED BOB'S PIT AND I TOLD THEM THAT THEY CAN EVEN TAKE THEM FROM ME AND SELL THEM THROUGH THERE IF THEY WOULD HELP ME MAKE PURCHASE FOR NEW ONES. THEY SAID THEY WOULD HAVE A PROBLEM WITH THE VENDORS WHICH ISN'T TRUE EITHER.Desired Settlement: I WANT EVERY AGREEMENT OF THE WARRANTY GOOF PROGRAM HONORED AS STATED , I PAID FOR A WARRANTY THAT I WAS ALMOST FORCED TO PURCHASE UNDER FALSE PRETENCES AND I STILL GO TO THE STORE TODAY AND THEY STILL HAVE THE EMPLOYEES WITH THE SAME SALES PITCH CONVINCING CUSTOMER TO PURCHASE THE GOOF PROGRAM ( THERE WARRANTY ). THE PERSON THAT SOLD IT TO ME INITISALLY HAD ALSO STATED THAT IT'S GOOD FOR 5 YEARS AND WHEN I WANT NEW SOFAS TO JUST KICK IT SO IT'S NOT REPAIRABLE AND THAN JUST CALL GOOF. THAT IS NOT BEING HONEST. AND ALL I HAVE BEEN IS HONEST WITH THIS COMPANY AND I GET THE PUSHED TO THE SIDE AND REJECTION OUTCOME. I DONT WANT ANY MORE TECHNICIANS IN MY HOUSE , I WANT MY SOFAS REPLACED MY FAMILY AND I DESERVE THIS ISSUE TO BE RESOLVED AS SOON AS POSSIBLE, WE ARE TIRED OF GOING TO THERE LOCAL STORE AND THE MANAGERS TELLING US DONT WORRY THE COMPANY WILL DO GOOD BY YOU THEY WILL REPLACE AND NOW WE HAVE THIS OUTCOME, WE NEED OUR SOFAS REPLACED. I HAVE BEEN BUYING FURNITURE THROUGH BOB'S FOR YEARS FOR MY WHOLE HOUSE EVEN REFERRED TO MY FAMILY NEIGHBOR LANDLORD AND WHEN I FINALLY GAVE IN AND FELL FOR THE SCAM OF THE GOOF INSURANCE, I AM REGRETTING REFERRING ANYONE AND WON'T BE DOING SO UNTIL THIS SITUATION IS RESOLVED

Business

Response:

Good Afternoon Revdex.com,

We apologize that the customer is

experiencing any disappointment while trying to use the protection plan they

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

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

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

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

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

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

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 plan,

Guardian is responsible for sending the consumer the plan documents. Should the

customer decide that they would like to review the complete plan documents as

the flyer suggests and they don’t have these documents, we assume (as any

retailer would) that the customer would then try and obtain said documents for

review. Had we been made aware of the need for these terms and conditions we

most certainly would have provided them upon any request. As it is not

typically a document we provide we literally have no way of knowing whether the

consumer has received the complete plan or not and we see no reason not to

trust that Guardian is continually sending these documents as many claims for

coverage are routinely approved.

I have included a copy of the

terms and conditions associated with this protection plan, like any other

protection plan sold on electronics, automobiles, or home appliances there are

exclusions to coverage that every consumer must adhere to in order to keep all resolutions

fair for all consumers alike.

As per the documents provided and

expressed (whether written or verbally) the customer no longer has coverage for

any instances directly thru Bobs Discount Furniture. This customer is demanding

that we make a special exception for them outside of all expressed and written

policies. As a business we are unable to overturn the choices made by a completely

separate business. We are willing to make a one

time only courtesy offer for resolution because we care very genuinely for

our customer’s happiness. Please note this merchandise, having been in the home

for nearly three years is not eligible for resale and would need to be disposed

of by our business.

Offer for Resolution:

We will provide the customer with

70% store credit based on the price paid to us for the 82” Sofa and the 92”

Sofa (Credit = $ 558.60).

Once they have visited a showroom to make their reselection (within the next

two months) we will remove the current merchandise they have in their

possession on the same date we deliver the new selection.

As an additional courtesy we will also cover the cost of any

delivery fee associated with the newly selected merchandise (that is approx. an additional $100-$129.99 savings

credit for the customer) should the customer accept this courtesy offer for

resolution.

I look forward to hearing back from the customer and apologize

again that they have spent any of their valuable time on solving their

furniture concerns.

Thank You,

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: WE purchase a goof proof insurance which the saleman said would cover damages done to the sofa. Well I have a ballpoint ink stain on the sofa and the stitching is coming loose. I called them and explain the situation they gave me a cleaning kit. So I tried it it did not work. I called them again and they ask I put in a complaint and I also tried that. I told them a service man would have to come out or replace it. That is why I paid the insurance at the time. I have tried calling and getting the run around. I cant seem to get a salesman out nor a replacement. No reply from the store or online.Desired Settlement: they need to replace the parts with the ink stain and the parts of the sofa stitching is loosing.

Business

Response:

Dear Ms. [redacted],Thank you choosing Bob's Discount Furniture for your home furnishing needs. The goof proof warranty provides coverage against most common types of in home accidental damage, when properly reported. Inside the cleaning kit is a detailed copy of the warranty that explains the inclusions, exclusions and how to file a claim. Your most recent claim was denied because you indicated that someone sat down with wet jeans and the dye from the jeans transferred to the sofa.Although dye transfer is not covered, I have processed the necessary paperwork allowing the replacement of the Laf sofa ([redacted]) however, you will no longer have goof proof coverage on this item.Bob's Discount Furniture appreciates your business and ask that you familiarize yourself with the goof proof plan. Please contact our customer care center at ###-###-#### to schedule the pick up the damaged sofa and delivery of the new sofa.Thank you,[redacted]

Consumer

Response:

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

Sincerely,

Review: I order a part for my love seat in Dec 2014. I have spoken with customer service at least six times (after waiting on hold for over 15 minutes each time). I was promised the part repeatedly and it still has not been delivered to me.

The customer service people are very nice, but the service is beyond horrible!!! it is now six months later and I still have had NO satisfaction. People say they will call me back and don't, the part will be in any day.....etc.

I would NEVER again buy anything at Bob's and will certainly tell everyone I know to NOT get anything at Bob's!Desired Settlement: I want the part delivered and installed at my convenience, and I want my money refunded for the love seat.

Business

Response:

Good Morning Ms. [redacted],I apologize for the part order delay. The release cable you need is generally a part we keep in stock however, there are times when we must place the order directly with the manufacturer. As a result of the delay, we refunded the part order (April 7, 2015) and we will install the part free of charge. Currently the part has an expected ship date from the manufacturer as, July 12, 2015. I understand how frustrating it must be not being able to fully enjoy your recliner. I apologize for the delay and assure you that we will get the part to you, just as soon as it becomes available. Unfortunately, I am unable to issue a refund for the recliner you purchased in November 2011.Bob's Discount Furniture appreciates your patience and business. I will keep a copy of your order and personally update you, if there are any changes.Thanks[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Hello [redacted],

Review: I purchased a table set from Bob's in 2013. The chairs are sinking in you feel like you are going to fall through. The wood is not cracked on one chair and the leather ripped and a button came off of another chair. The screws fall out constantly and you have to put them back in all six chairs. I have called Bobs and goof proof and they seem to not want to help or just do not care that this product is really poor quality all around.Desired Settlement: I just want new chairs. I don't want to sit on this furniture anymore and feel like I'm sinking through. The wood on one chair is split and it's a matter of time before someone gets hurt.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies to our customer for

the disappointment she is experiencing with her dining chairs. We have reviewed

her account and while there is no direct warranty remaining thru Bobs we stand

behind the quality of our merchandise even after the expiration period of the

warranty.

Please note that if the customer is aware of

a safety issue it is strongly recommended that they discontinue use of the item

with the safety concern, as this has been disclosed by the consumer it is the responsibility

of the consumer to maintain safety within their own residence.

We have listed a courtesy option below for resolution,

should the customer wish to accept this option please have them respond to this

Revdex.com communication as ‘satisfied’ and they may anticipate this option being set

up/active in their account within two business days of their response.

We will provide a 60% store credit based off of the price

paid specifically for the six dining room chairs, we are unable to remove these

chairs from the home but do want to assist the customer in their quest for new

chairs. This store credit of [redacted] will not have an expiration date and can

be used within any of our showrooms should it be accepted.

Kindest regards,

Stephanie A. G.

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: I bought dressor in bobs furniture about 2-3 weeks ago.they deliverd dressor without key. so I can not open dressor.I called them next day.they told me they will sand key by mail. I wait bout 1 weeks. but I couldnt get the key.last weeks a called again. they say they can not return, or change new dressor. they just say wait key.yesterday I called again. they say thet can not give new dressor. just wait key. still I dont have key. what should I do? if it is possible, I want return. or change to new dressor. no more I want to wait.thank you..

Product_Or_Service: dressor

Desired Settlement: I want to refund. no more headache for key....

Business

Response:

Business Response /* (1000, 5, 2013/03/26) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize the dresser was delivered without the accent keys.

Our records indicate that the keys were mailed from our Connecticut warehouse on March 13th and you should expect to receive them within 7-10 business days. In the event you do not receive the keys by, April 4, 2013 we will exchange the dresser.

Your patience and business is greatly appreciated and we apologize for the inconvenience

Review: On September 27th I went to the Bob's Discount Furniture Store in [redacted] to purchase a new bedroom set. The bed was to be delivered on 10/2/13 and the bedroom furniture 10/22/13. Upon arrival of the bed the manufacturer neglected to include the screws to assemble the bed. That day a customer service rep from Bob's spoke to me before the delivery men left and said the screws would be shipped out 24-48 hours from our conversation. That would have meant 10/3-10/4 the latest. The screws were not shipped until 10/8. Once I called Bob's again all I got was a very cold "Sorry someone told you the wrong information." This person now told me I should receive the screws by 10/12/13. This also did not happen. I received the screws on 10/15/13. I was instructed to call Bob's as soon as the screws arrived and they would have someone come to my house to assemble it at a time that works for me whether it was next day or not. (This obviously was a lie also.) I explained that my ONLY day off is Wednesday 10/16/13 and last night I was told that will not be an issue and someone will call me with a time frame as to when they will be here to assemble. I stressed that the only time that does not work is first thing in the morning as I will not be home before 9am. They said not an issue they will absolutely give notice prior to arrival. Again, another lie. 8am my cell phone goes off that they are here to assemble and there is not answer. Now no one can seem to give me answers. I expressed I wanted everything removed from my house and do not want the next round of furniture delivered and I want all of my money back. Bob's is now telling me they cannot refund the bed that has been delivered because I accepted it. All the merchandise is still in the boxes because it cannot be assembled. So now I lose my money and have no bedroom set put together. Everything is brand new in the box but Bob's Customer Service can only tell me oh well you accepted it. Had I known I would have sent it back that day.Desired Settlement: This is what I would like to see happen. I do not want the rest of the furniture to be delivered which is scheduled for 10/22/13 and I want was has been delivered removed and I expect a full refund on everything. This was about a $1700.00 total. Bob's refuses to help me and will only express that I cannot get a full refund on a bed I haven't used and is still in the box. I've been sleeping on a floor for two weeks now. This is horrible.

Business

Response:

Good Morning Ms. [redacted],

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

Our records indicate that we have since addressed and resolved all of your merchandise concerns. I have shared your experience with our quality control, delivery and warehouse managmement teams to ensure that changes necessary to prevent such an occurence, are implented.

Bob's Discount Furniture appreciates your buisness and apologizes for the inconvenience we have caused. If you are satisfied with the resolution of your merchandise and delivery concerns, I will be happy to credit a portion of your delivery fee for the inconvenience.

Review: I made a purchase of several pieces of furniture on 6/23/2013, which were supposed to be delivered on 8/6/13 but a message was left on my phone stating that due to a damaged mattress it would not be delivered until 8/16/13. Upon delivery, I noticed that the mattress was not what was shown to me at the store, it was too small and it did not fit the frame of the bed. Seeing this, I immediately contacted customer service, spoke to [redacted] who said they would make an exchange on 8/31/13. No delivery was made on 8/31/13- spoke with [redacted] again, mattress didn't make it on the truck. 9/7/13 mattress delivered - still too small does not fit frame. Ask for a refund told could only get a store credit- went to store in Orange, CT, picked out new furniture had it delivered - everything defected.....half unvarnished wood, staples hanging out the wood, everything in disarray. Called and spoke to customer service rep [redacted] and told her at this point I want a refund, no store credit, A REFUND....she refuse. Their store policy states if it's a manufacturers defect I'm entitled to a refund and that's all I'm looking for.Desired Settlement: Full amount refunded - $1699.48

Business

Response:

Good Afternoon Ms. [redacted],

Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I apologize the furniture failed to meet your expectations.

We communicated with your [redacted], via email on, 10/1/13 and agreed to pick up the furniture for a refund; Pick up is scheldued for 10/19/13.

Bob's Discount Furniture appreciates your business and apologizes for the inconveniece we have caused.

Consumer

Response:

Review: [redacted]

Transferred from duplicate:

This is a follow up to my original complaint filed on 9/30/13 complaint # #[redacted] which is still not resolved because I am still waiting on my refund. Below is the response from [redacted] to my daughter stating that out of $1772.86 a check for $73.38 was cut. I am definitely not satisfied with that and my daughter told her that and that we would be sharing this with Revdex.com. The correspondence below is her response.Sent November 7, 2013Hi [redacted]All I can do is restate what I have sent you in the previous email dated 11/6/13I checked with our accounting department as to the status of the refund. They cut a check today for part of the refundonly 73.38 (check number [redacted]). As that is clearly not the entirety of your moms refund, yesterday I got in touch with our accounting dept to insure that a check is going to get cut for the rest of the refund and they have stated that a check for 1699.48 is to be cut on Friday. I apologize for the delay. I stick by my original statement that we do not intentionally delay refund checks. If you wish to share our correspondence with the Revdex.com, please do so in its entirety.Sent October 2, 2013Hi [redacted],You will receive a call approximately the day before with your time frame for 10/19. There is no way to say in advance what that time frame will be as the routes are set up geographically and are done by computer. If for any reason you do not get a call with the time frame please give customer care a call (###-###-####). As regards any allegations of intentional delays on refunds I have to say in my ten years with Bobs, that is something that I have never seen.

Sincerely,

Business

Response:

Good Afternoon Ms. [redacted],

I apologize for the delay and inconvenience however, I was pleased to learn that you have since recieved your full refund. Check number [redacted] in the amount of $1699.48 was endorsed by you on, 11/13/13 and check number [redacted] in the amount of $73.38 was endorsed by you on, 11/12/13. If you did not recieve or endorse either of these checks, please let me know.

Review: Hello my name is [redacted] and I have been having a issue with Bobs Discount Furniture. In February 2012 I made a purchase at Bobs for a little over $1500.00. I had purchased their goof proof insurance plan.I purchased a sofa,2 accent chairs and a coffee table.The sofa broke in less than 2 years,I called their goof proof company and they had credit me $400.00. I asked them to please credit me for the accent chairs and they stated no. At this point I contact Bobs customer care send them a email and they contacted me back withing 48 hours. The customer service agents name was Brittany who was very nice and delivered great customer service I explained to her the situation as I had done on the email.She asked me if I had the chairs and I said yes told me that she would put me on a brief hold and get back to me with a answer on my credit inquiry.When she got back on the line she stated that she would only be able to credit me 80% of the original price that I had paid for the chairs which was $299.99 each.She stated that I can dispose of the chairs if I wanted or that I also had the option to keep them.I disposed of the chairs trusting in the credit that I was told was going to be honored.On Saturday November 9th,2013 I walked into Bobs Discount Furniture at [redacted] and took my time with a sales rep to pick out furniture. When it was time for check out the cashier startled me when she stated that I cannot proceed with my purchase unless they had the accent chairs.I stated to her that I had disposed of them like I was told I could and she stated that she will not be able to proceed with my order. I was so disappointed; I felt so back stabbed, doleful; this was a very embarrassing ordeal to top it off the manager on duty that night was very callous.I would never recommend this store to anyone... It's the Holiday season and I have no furniture set to spend the holiday with my children, family and friends. I am a single mom and work hard for everything that I own.Desired Settlement: I would at least like some type of equal compensation of my original purchase. I have my receipt upon request. Sincerely [redacted]

Business

Response:

Good Evening Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have thoroughly researched your account and apologize for any miscommunication or misunderstanding that may have transpired.

The credit for the accent chairs was provided as a courtesy on behalf of Bob's, however, in order to benefit from the credit the chairs must either be returned prior to the delivery of the new merchandise or picked up when then new merchandise is delivered. Our call center manager listened to the call between you and the customer care agent and at no time during the call were you instructed to throw the chairs away. We can not reinstate the credit until the chairs are back in your posession and in a location where we are able to retrieve them, in an acceptable condition. The sleeper sofa you have the option of keeping or discarding, at your discrection, per the credit issued by Guardian/goof proof.

Your business is appreciated however, we are unable to offer any recourse at this time.

Review: I purchased furniture from the [redacted] location and it was delivered on Dec19thThe delivery was not good because the tv console I purchased came with a big gash in the front doorThey offered to fix it and I agreedThe technician came a week later on the 26thHe attempted to fix the door but was unsuccessfulIn the process, he sprayed very toxic fumes in my home that impaired my breathingHe called and reported this to his home office as I sat outside with my dog gasping for airI have severe allergies and was never told that chemicals this strong would be sprayed in my homeAfter all that, the gash in the door was still visibleIt was arranged for them to replace the whole consoleOn December 31st, they came and only replaced the doorI called customer service back because they said they could not discuss compensation until everything was complete in case something else went wrongThe first representative I spoke to asked me if everything was okI told her that there was a little piece of wood missing on the inside of the door but it was covered in dust so I was still checkingShe informed me she could only give me $as compensationI am not happy with this seeing the last manager, [redacted], agreed that they definitely dropped the ball on this one and said it was a major inconvenience to meYou affecting my breathing and causing me to become ill and missing days of work doesn't equate to $50! [redacted] told me that this is the compensation if two things happenIf it was one, it would only be $She clearly lied before by telling me that it was based on the severity and by a case by case basisThere is a clear guideline she stated they are allowed to give as compensationI think at this point I should be given way more than $They make sure they don't tell you the compensation until everything is delivered and [redacted] tells me that it's a binding contract now so nothing can be returnedThis is shady and very bad businessI want more than a $gift card!Desired Settlement: The door does still have a small piece of wood missing but it's not as visible as the gash that was in the original doorI can deal with this but there still should be some compensation for it as I'm not going to sit around all day again for them to deliver yet another damaged door.The technician reported I was having problems breathing because of what he sprayedHe didn't even stick around to see if I was ok but left immediatelyI think the console should be free and refunded to my account
Business
Response:
Good Afternoon [redacted],
I truly apologize that you received a damaged TV console and so many other concerns have stemmed from this as a result of Bobs Discount FurnitureI understand your frustrations and assure you that caring for and about our customers is our first priority
It is outrageous that we were unable to deliver or repair your TV console to your satisfactionRegretfully we cannot give our customer’s merchandise completely free of cost, however since you have indicated that the door to this console still has damage I can offer you some money off the price you paid to keep it as is; we call this an agreement of concessionConcessions have various tiers and depending on the outcome you are most comfortable with the amount of concession provided can impact your Bobs Factory Guarantee periodIn your scenario I can offer you to options for concession, I will outline these below:
"Santa Fe" TV Console –Article #[redacted]
Original Price Paid for TV Console: $
Concession amount – 15% = a refund (to your [redacted] Account) of $& The Bobs Factory Guarantee remains valid through
The damage on the door will be viewed as an AS IS Damage and Bobs will not be responsible to service this damage and/or further damages that may occur as a result of this damage
Bobs Discount Furniture will service or exchange the console for factory defects, as deemed by a service professional, through the guarantee period
-OR-
Concession amount – 21% = a refund (to your [redacted] Account) of $& The Bobs Factory Guarantee is void
At this sale price the console will be viewed as a ‘Pit/Clearance’ item and will carry no guarantee
Bobs Discount Furniture cannot service or exchange the console for factory defects as there is no factory guarantee remaining on this console
The concession options listed above are meant to alleviate the stress of keeping this console with a still present damage on its door while trying to meet your request for monies off the original cost
You are still owed something further as an apology for the lack of care and attention you received during your service and while speaking with usI can provide you a $gift card to Bobs Discount FurnitureThe $gift card is an offer in addition to whichever resolution you may select from the concession tiersI truly hope you find these offers more satisfactory than our original offer and please accept my apology that you had to escalate your concerns so highly to get them properly recognizedI will be following up with our Service Technician’s Manager to ensure we are appropriately training our technicians on professional in-home etiquetteI thank you for making this complaint so we can continue to improve our business
Please respond to me with what option of concession you would prefer and if you will accept the $Bobs Discount Furniture gift cardI will wait to process any paperwork on your account until I receive a response from you
[redacted], I wish I could apologize to you one thousand more times and I genuinely hope you will give us a second chance to regain your trust in the future
Thank You,
Bobs Discount Furniture
Customer Care Corporate Liaison
Consumer
Response:
Review: [redacted]
I am rejecting this response because:
I will not shop at their store anytime soonI purchased all the things I needed in this transaction and will never need a gift card to their storeThis was part of the initial problem to begin withThat the money was not put back onto my account and instead a gift card is offeredNothing in their store is $so I will have to spend more money for things I don't want and I'll never be able to use itThis resolution is not acceptable and I want the money refunded back to my [redacted] account
Sincerely,

Review: I purchased a recliner which was delivered 1/10/13. I also purchased a Goof Proof Insurance and have a 5 year manufacturer warranty. I reported the arm on my recliner was broken and thought it was the frame to Goof Proof, they told me since I did not know how it got that way that they couldn't help and to call the store. I did and a repair person came out and said the frame is cracked and after talking and calling my son, he said he did take a fall but didn't hear a crack, he is hard of hearing so I am not surprised. Bob's told me to call Goof Proof and said good luck with that, now I know why. I spoke to [redacted] cubical number [redacted] who told me since I had already reported it, they are denying the claim cause I should have known what happened. I don't watch my furniture 24 hours a day. In addition, when I asked for someone higher up I was told he was in charge of the company and there was no one higher up. This was an accident and should be covered by Goof Proof which Bob's Furniture sold to me with the assurance that I was protected. Upset I asked for their business number to no avail and was told again, [redacted] cubical number [redacted] is in charge of the company, his final comment was things happen to cheap furniture. I am seeking Bob's to fix or replace this broken recliner immediately and to explain to people they do business to treat their customers they way the should be, with respect.Desired Settlement: Repair or replacement of my recliner.

Business

Response:

Good Afternoon Revdex.com,

I have spoken with [redacted] this afternoon (2.28.2014) and we have arranged to have her chair exchanged on 3.06.2014. I have also provided [redacted] with my direct telephone number and will be following up with her to confirm the timeframe for this even exchange.

Thank you for providing me the complaint so I may have the ability to solve our customer’s concerns.

Best Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased a sofa and the wood frame broke. I called Bob's and a tech came out, cut a hole in the webbing, took a photo and said it could not be fixed. The next day I was told it was not covered under warranty. I did not buy the 'goof proof' insurance.Clearly on the website if there is a manufacture defect it will be replaced. I have photos showing the frame was built using glued planks of wood, and the mounting screws were screwed into the glue seams weakening the wood causing the defect.Desired Settlement: Replace the sofa and make me whole.

Business

Response:

Good Afternoon

Revdex.com,

Please

provide this customer with my apologies that he had to escalate his concern so

highly in order to get it properly recognized. As of 3.23.2014 we have provided

this customer with the resolution he requested. His factory fresh sofa is

expected to arrive to him on 4.03.2014.

Thank You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: Bought a sleeper sofa from Bobs on Feb. 20th 2014 in [redacted] and picked up a week later at the store in [redacted]. Instead of purchasing a normal mattress that comes with the sleeper, we were talked into buying the "bob-o-pedic" mattress which would be better for my husband (also took out the goof proof). When we got it home, we un-ravelled the memory mattress, and let it air out like the directions said, then we placed it on the fold out bed and folded it away. My husband uses the couch to sleep on so it does get used, and a couple of days ago he noticed black mold under neath the mattess onto the bottom of the couch that hold up the mattress. Not just a little bit either. We called customer service and they gave us run around saying that we have had the couch for two months and there is nothing they can do for us and it must be an environmental issue. Maybe we spilled something on the couch. Im sorry, but if that was the case, wouldn't the coushions be molding too? and also, nothing else in my house is molding and I am very clean. This is a manufactures defect of the mattress as it hold moisture and then they mold as we are not the only person to complain. Numerous people are experiencing the same promblem dating years back on thier website. Something needs to be done about this. All we asked to be done was to either give our money back or give us another couch. They won't do anything because they say it isn't a manufacuter problem. How isn't it. They are holding the moisture and they say we have had if for two months, so what, it shouldn't be molding no matter how long we have had it, any mattress. they should stand behind their product.Desired Settlement: either want our money back that we paid for the couch or we want to exchange the couch that is a now a health hazard in our home for another one. I dont want this mold to contiue to grow up my walls or on my carpet. I have two children ages 8 and 12 and they dont need to be sick. We aren't asking for much. Its not like we have had the couch for over a year. It's only been two months and we just noticed it last week, but it could have been there for all we now shortly after we got the couch

Consumer

Response:

From: [redacted]

Sent: Tuesday, April 29, 2014 11:47 AM

To: [redacted]

Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]

hi, I am writing to let you know that this morning when I took my mattress off the couch to air it out, I noticed that the wood behind the couch now has mold on it too. Now the couch is ruined and im afraid that it is going to spread to my carpet and walls. I need this gone asap! We have never had a problem with mold and our carpets are only a couple of years old. I have taken picutres for evidence too. Thanks

Business

Response:

Good Morning Revdex.com,

Please let this customer know that we are truly very sorry for the

lack of care she was met with while initially trying to communicate her concern

to us. As of 4.29.2014 at approximately 5:30pm our customer spoke with our

Customer Care Department via telephone and was issued a credit for the products

listed in her concern.

Please

allow me to confirm that we have reconsidered our position on this issue as a

business and are currently seeking to provide assistance to customers who are

experiencing this concern. There continues to be public information posted on

the internet everyday that can help educate our customer on the reasons why

mold is not a manufacturing defect. In the event that mold occurs it is not a

manufacturing defect and will continue to occur if the customer continues to

keep a foam based mattress in that specific environment with that specific

amount of use.

We do

care very much for any customer who is experiencing this concern and maintain

that we are offering appropriate offers for resolutions based on individual

situations and current circumstances. Again we apologize to this customer and

her family that she has had to deal with any aggravation and stress as a result

of the product she has purchased from us and we have taken the proper actions

to make it right.

Thank You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: Purchased "[redacted]" bonded leather Sofa, Loveseat, Chair and Ot[redacted]an on December 15, 2011.I also purchased the "Goof Proof" extended warranty. Over the past few months I have found that ALL pieces of furniture are beginning to sag in the middle and the cushions are flattening out.When you sit it feels like you are sitting closer to the floor and on hard surfaces.I called into Goof Proof since it is past my one year mark and they told me my account is not "linked" to Bob's. After weeks of trying to right this I spoke to a Bob's advocate and explained my story. "She" (not remembering her name) told me that on Friday May 30th a "technician" (used that term extremely lightly) would come to inspect. In his words, he told me the furniture was failing. That no way in 2 years should the cushions flatten out. He took multiple pictures and said he would write a report that stated all pieces would need to either have all cushions replaced or the furniture be completely replaced. That I would get a call 24/48 hours later with next steps. Well, no call. So, I called this morning (June 6th) and spoke to cus[redacted]er care, ###-###-####. The person I spoke to read the report and looked at the pictures. She said the report stated the furniture was performing up to Bob's standards. So, totally opposite from what the "technician" told me. However that when she looked at the pictures she disagreed with the technician and does see the sagging. But that "unfortunately nothing can be done" I asked for her supervisor and she claims that the cus[redacted]er care management staff do not take phone calls. But someone would call me within 72 business hours.I proceeded to call goof proof and they claim that cushions are not covered. And that is stated in my goof proof agreement paperwork, which of course I never received.now what? IDK.I just want the cushions made back to normal and want to sit comfortably on my living room furniture. Too much to ask? I would assume Mr Bob would want to know about this.Thank you,UNSATISFIEDDesired Settlement: I just want my furniture fixed and would like it back to showroom condition. It is not worn from abuse or overuse.I am not asking for my money back. I just want it made so I can enjoy my living room.Can someone please help?I am tired of being told "unfortunately there is nothing we can do"Bob, you need to help.

Business

Response:

Good Afternoon Revdex.com,

We are very sorry that [redacted] is experiencing any concerns with

his products purchased from Bobs Discount Furniture. [redacted] merchandise is very

far outside of its Bobs warranty period and is not experiencing any concerns

from a factory defect. While we do understand our cus[redacted]er’s unhappiness we

must also consider that this merchandise has been in our cus[redacted]er’s possession

for over three years and with three years of normal use the type of concerns

[redacted] is reporting can occur. It is absolutely normal that after three years of

using any product the seat of that product will loose resiliency. We apologize

again that [redacted] is so disappointed with his product and assure him that a seat,

a back, and even an arm loosing resiliency over an extended period of time is

common knowledge and referred to as normal wear and tear through out the

furniture industry.

Our records reflect that [redacted] received this merchandise on

12.28.2011 and we were not made aware of any seat resiliency concerns until

5.23.2014. Furthermore a piece of [redacted]’s merchandise has been subjected to cus[redacted]er

cause damage. In May of 2012 we scheduled a technician visit to [redacted]’s home and

located a cus[redacted]er caused damaged on the sofa –The left

side facing arm had a tear in the leather. We referred [redacted] to his Goof Proof

Protection Plan ([redacted]) so he could report how this tear occurred and get

service through the protection plan he purchased. We could not take responsibility

for this tear because the merchandise was already outside of its Bobs Guarantee

period and had not been delivered to [redacted] 2 years earlier with any tears.

As a business we must balance our customer’s wants with the

needs of our business and regretfully the fact remains that [redacted] is not covered

for the concerns he has through any warranty associated with Bobs Discount

Furniture. [redacted]’s account and concern has been reviewed by several members of

our Customer Care staff including a member of our management team and I do feel

that our customer has received the best care we can provide given the

circumstances of his claim. Our customer is currently seeking a credit on

merchandise that has no defect, is outside of warranty, and has previously

reported customer cause damages.

As an extreme courtesy we can offer to provide our customer

with a store credit for 50% of what he originally paid for the Sofa, loveseat,

chair, and ottoman. Bobs Discount Furniture cannot take on the responsibility

of removing the current merchandise in [redacted]’s home. We are working at full

capacity, above and beyond the responsibility any business has in this case to

offer our customer resolution. We do hope that [redacted] can appreciate and

understand our position in this scenario and we apologize again for any frustrations

we may have caused him in our quest to honestly answer his concerns.

Kind Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased a sectional from Bobs Discount Furniture in [redacted]. When I looked at the sofa in the store it seemed perfect, the pillows fit the sofa as it should. However, after the sofa was delivered the pillows in the sofa does not fit the sofa as it should. I complained to Bobs and they sent someone out, he removed the fillers in one of the pillows and said I needed to take them all out and fluff them, as he was doing it. The pillow he used still did not fit the sofa correctly, I asked him why they looked so much different in the store and he said the one in the store used a different filler to make it fit. I've contacted Bob's several times after and I was completely ignored, no one came back out and the sofa pillows were never replaced. The furniture that is displayed in the stores are NOT the same quality that is delivered to the customer. Bob's customer service hides complaints and ignores customers to avoid reimbursements. The sofa pillows and cushion are NOT made from the same material as what is displayed in the stores. I am very disappointed in my $1500.00 purchase from Bob's discount furniture and I got to the point where I gave up on following up with them, due to the fact that I've been ignored constantly. A few days after purchasing the sofa, I asked them to come back and take it because it did not look the same and I asked for a refund. I was told I could only get a store credit. I've had the sofa since then.Desired Settlement: I've had the sofa sectional for a while now, I could not get Bobs furniture to replace the pillows which I am more concerned about. Sending someone out to fluff then did not help, I would like them to provide the same pillows that I saw in the stores and that they use in their ads.

Business

Response:

Good Afternoon Revdex.com,

We have spoken with [redacted] twice from our Customer Care

Offices. We called her once on Monday 10.20.2014 and we spoke with her again

today (10.24.2014) in regards to this concern.

Our records reflect that this sectional was delivered on

3.25.2010. We sent two technician’s to this customer’s residence on 12/08/2010

as she reported having a concern with the cushions on this sectional. The

technicians reported to us that they found no defects with this sectional while

in the home and tried to educate the customer on how to add stuffing to the

cushions should they loose resiliency due to normal use. Our records reflect no

further contact from the customer to us over the course of the next three

years.

During my call to the customer on 10.24.2014 the customer

disconnected the call out of what I assume was anger given the elevated tone

she selected to communicate with me in. I was regretfully unable to get to the

point of offering the customer a courtesy best effort service. Should the

customer wish, and the merchandise still be located at the original delivery

address, we are willing to send one of our technicians out to the home to

service the cushion concerns to the best of our ability. This merchandise is

nearly three years beyond its manufacturing guarantee through Bobs Discount

Furniture and the customer did not purchase any additional warranty therefore

servicing the merchandise to the best of our ability will not make us liable

for the condition of the merchandise after the service. We strongly believe in

our technicians abilities to determine when an item is defective and when it is

experiencing normal wear and tear. Please consider that is completely normal

and should be expected that any cushion on any piece of furniture looses 20-30%

of its resiliency within the first year of use. This sectional has been in the

residence far beyond that year so a higher percentage of lost resiliency or

wear patterns should be expected and present.

The customer alleges that the we display different

merchandise then what we actually deliver and I tried to assure the customer

that this is false and I have followed up with our technician’s manager to

address this statement. Another point I was regretfully unable to communicate

to the customer during our call is that the sectional we currently sell and

advertise is an updated version of what was sold and advertised 4 years ago

during her purchase period. The updated sectional has the same look and style

to it; however it is manufactured by a completely different company. The fact

that normal wear and tear occurs to anything you use combined with the fact

that this sectional has been updated since the customer’s purchase would be a

valid reason as to why the merchandise in the home looks different than what is

on our showroom floor 4 years later.

We are willing to offer the best effort service at no charge

and should the customer wish to accept it she is welcome to respond to us in

writing through this Revdex.com channel or contact our Customer Care Department at

###-###-#### (Mon-Sat 6:30am -8:00pm).

Kind

Regards,

Bobs

Discount Furniture

Review: I slected funiture for a payment plan which totaled $1321.17. Over the course of the year I made several payments Bob's received payments of $250.00 the intial payment, 2payments of $150.00, $75.00which I have documented on my payment sheets at time of payment and history. I then made adjusments to my order inwhich they help me and reduced my order for two pillows on my original order from $65 to $25 the reciept states I paid $53.18 this all I purchased for my orginal order of 1321.17 and I also reduced and changed my order. The store gave me print outs of the payments recieved and stated they had to reconfigure out my credit to be returned. I talked with [redacted] from the [redacted] store with the payments recieved and the purchase of the reduced pillows for 53.18 from my total order the store owed my a balance of 698.25 of credit 457.54. [redacted] helped me to reduce my order to $254.17 for a 2 door jewelry chest. I was then given the balance of $183.37 refund to my [redacted] from the $457.54 which is documented on my reciept. I came to pick up the 2 door jewelry chest and it was the wrong color so they had to reorder it. I came months later to pick it up from the store and the chest had a broken part in which I inspected in the store. I refused to take the jewlry chest the man said he would have to put it back to reorder it. I never recieved a call from them regarding my shippment. I called them but it was never recieved came to store to see if my order came in they said they do not have the item anymore. I am requesting my credit be refunded to me for $254.17 the amount they owed me and they are telling me they will only give me a credit for $88.00. They have docuemented that I owe no balance for the jewlry chest because it was part of my credit from the $457.54 and admit that the jewlry chest was not picked up but reordered. Now [redacted] is saying accounting is stating they only owe me $88.00 and no jewlry chest. It has been a month and half of them ignoring my calls, being rude to my inquieries, I have been denied access to this accounting person and corperate is ignoring all interaction regarding this refund.Desired Settlement: At this point they can not provide me the chest I was interested in because the item is not available and since this recent disrespect of customer service I want my full refund. I will never make another purchase from any of these establishments they are not trust worthy of being stewards of payment plans. Thank God I have my payment reciepts.

Business

Response:

Good Morning Revdex.com,

We certainly apologize for any and all inconveniences we

caused this customer in regards to her product.

After an extensive review with our Accounting Department we

have come to the conclusion that this customer is owed a refund amount of

$88.94.

I apologize to you in advance if any of the following

communication becomes confusing. Our records for this account are extensive and

I will do my best to try and communicate our reasoning as clearly as possible

to you as a third party mediator.

After all the changes made to the customer’s original sales

order were made (Order # [redacted]) the customer had a remaining credit available

for $90.46. Another available credit from a return for a Queen Pillow for

$69.13 (return order # [redacted]) brought the available credit total to: $159.59.

$53.18 of this combined credit was used to pay for sales

order # [redacted] (Merchandise included: two queen sized pillows bought from our [redacted] location on 9.04.2011).

This left the customer with a balance in credit of $106.41.

Another return order (#[redacted]) gave the customer an additional credit

of $165.90 making a new available credit total of $272.31.

We then refunded the customer’s [redacted] credit card for $183.37

via credit number [redacted] on 11.23.2012.

This brings the amount of available credit to be refunded

back to the customer down to $88.94.

Please also

let the record state that our accounting documents show that one of the two

$150.00 payments the customer claims to have made to us on or around 6.13.2011

was never actually received from her credit card. Should the customer wish to

dispute this information we would need her to provide proof via this Revdex.com

channel of the transaction actually occurring from her credit card to Bobs

Discount Furniture before any further discussion can be made regarding this

alleged charge. While it may be listed on a sales invoice she has from us, this

does not serve as proof that we received payment from the charge, only that the

charge was initiated.