Bob's Discount Furniture

Review: Would not recommend anyone shopping from this company. We are currently on our 3rd attempt to get our dinning room table it has been damaged every time. They are also telling us it is now out of stock till June 26 after they said it would be delivered today May 30. If we take a discounted price and keep one of the damaged items it voids the protection plan on all items. Would give them negative stars if it were an option.Desired Settlement: Would like an undamaged table top

Business

Response:

Good Afternoon Ms. [redacted],Thank you for choosing Bob's Discount Furniture. I attempted to call you at 1:39pm on June 1st however, there was no answer. I have researched your account and apologize that the dining table has failed to meet your quality expectations. I understand your frustration regarding the inconvenience of multiple deliveries and the inability to fully enjoy your new dining room set.Our records indicate that you purchased the [redacted] pub style table which 100% genuine marble. You have refused delivery of the table twice due to "marks on the tabletop"; given the natural state of marble there may be variances in the color as well as rivets which all attribute to the stone. Seeing pictures of your table would help determine if the imperfections are natural characteristics of the marble or a defect in the product. The [redacted] dining room is one of our more popular sets and unfortunately it is out of stock, at this time. To avoid any further inconvenience, I will happy to refund 25% of the table purchase price, allowing you to it keep it in its current condition however, not affecting any of the associated merchandise warranties. If you should to accept this offer, we will cancel the exchange and only address future concerns with the table that are unrelated to the damage, previously reported. The alternatives would be to keep the exchange that is in process and refund the delivery fee, upon completion of delivery or return the complete set and reselect to something different.Your patience and business is greatly appreciated. Please let me know which option works best for you.Thanks[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:It does not satisfy my displeasure. I will wait for replacement and if that is again faulty I will request further action at that time.

Review: Product was delivered defective according to driver...I never saw the piece. I work out of state and have 3 days off. They do not deliver on two of these days and would not accomodate me on the day they do. I spoke with 3 team supervisors and 3 customer service employees who basically told me I was out of luck. As a customer I came up with a few options including picking the piece up myself, however the gas to get the piece (3 hours trip) out weighed the compensation being offered. Bobs Furniture has NO RECOVERY plan for issues that are THEIR FAULT. They currently have my money for this piece and NO DELIVERY plan in place. A company should not take your money if they do not provide the product.

I have PAGES of notes with a serious of questionable things these employees said to me inclusive..."I''m not going to lie....." This is not a reputable organization.Desired Settlement: This is BOBs Furnitures fault. They should accomodate my schedule for deliverly OR pay me $96 per hour I will be out to take time off of work. In addition, I will be contacting the Attorney Generals office because they shouldn't be able to take peoples money and not provide a product. 6 Days is a long time to hold my money without giving me my product, especially when it wasn't my fault.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the discoloration

on the chest that caused our customer to send it back with the original

delivery team. We further apologize for the delay in the new shipment we are

waiting on from our overseas vendor. Our records indicate that we are working

directly with this customer at the highest level of Customer Care Management we

have and the chest delivery has been scheduled for Saturday 8.15.2015.

We assure our customer that we want to make our failure

right and that we want to provide her with the showroom quality chest she was

anticipating being delivered in the first place. We understand and agree completely

with our customer’s frustration in us, our customer has been provided with a

direct number for contact regarding this concern and we look forward to being

able to provide our customer the satisfaction she deserves on 8.15.2015.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I never rejected this piece, in fact I was never given the opportunity to see it. Furthermore, I was not aware that a delivery date had been set. After speaking to 7 customer service agents and wasting my time trying to figure out delivery or pick up on my own dime, I was notified that they were out of stock on this item! I wasted part of two days dealing with this to have someone call me and tell me it was back ordered. I have been under extreme duress dealing with this. I couldn't be more disappointed in this situation and the inaccuracy of Bobs response.

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

I’m so sorry if my initial response read to

place blame on any one individual, certainly was never my intent. Regardless of

“who” sent the chest back, the inconvenience of this chest not being up to

showroom quality standards is what caused our customer inconvenience and what

we are apologizing for and seeking to make right. Our responses to this concern, via Revdex.com and

directly within the recording(s) to our customer, have been filled with our initiative

to take ownership and responsibly for the customer’s concern.

As indicated previously we have a resolution

in place and look forward to being able to satisfy our customer fully this

weekend. Our customer is working directly with a member of our Customer Care

Management Team that we trust fully to handle this concern thru its completion.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Your response indicates "we have a resolution in place". I was not made aware of what the resolution was. Do you consider delivering my piece a furniture after three weeks a resolution? My expectation was that I would at least have received a phone all from your Customer Care Management Team. It now has been 2.5 working days since I received this piece and no one has had the courtesy to follow up.

Review: I purchases Queen Mattress and Boxspring, Sofabed and Chair from Bob's Furniture in late 2014, recently noticing insects in my master bedroom where the Queen mattress was placed. Upon closer look I saw they were crawling up from under the mattress. I called a professional Exterminator ( [redacted]) and upon inspection of infested area they found that the main area of infestation was in the Bobs' Naturally Low-Pro Foundation

that was delivered from Bob's Discount furniture delivery truck.

I had both the Mattress and Foundation was disposed of today.

I do not have a Mattress to sleep on, Still have to pay additional money to have my carpet steamed.

I paid $ 351.41 for Exterminator and will have to have a follow up call in about two weeks that will cost me $ 150.00

I called Customer Service this morning telling them what was happening and the Representative informed that Bob's could not help me with this matter as it was purchased a while ago.

Please help in any way you can. I am a single mom, I had to finance this mattress and foundation and still have payment to make on it. I have to now go and buy a NEW mattress and foundation.Desired Settlement: I purchased these items through Bobs Credit Service via [redacted] and still owe $ 1,720.00. Since I had to dispose of the mattress and boxspring and now have to purchase a New mattress and boxspring, I do not wish to pay for this any longer. I would like a refund of the purchase price of the mattress and boxspring.

Business

Response:

Good Afternoon [redacted],I am very sorry to hear you

have located pests in your product.

Bob’s takes all precautionary

and preventive measures available to us to avoid contamination, we do not sell

products infected by pests.

The bedding that you

purchased was a new product that was wrapped from the manufacturer. I can

imagine that this ordeal has not been easy on you, but the facts are that the

source of bed bugs are from somewhere other than new furnishings. These pests require

a human source to survive and they move around by hitch-hiking on people and

their belongings.

Unfortunately, bed bugs have

become widespread throughout the United States over the past several years due

to both a combination of global travel and the absence of effective chemical

treatments to deal with them. Please be aware that the presence of bedbugs does

not reflect on the cleanliness or otherwise of their environment – they can

survive and thrive wherever people reside, and they are most active at night

when they feed.

We regret that you experienced

this problem, but we are unable to respond to issues when the cause is beyond

our control.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate

Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: Was sold a defective model from the floor. I offered to buy a replacement worth over 2x more and was denied because of strict no return policy. My wife was taken advantage of. There is very little chance no one knew about defects of this said model.Desired Settlement: Deliver a superior model that I will pay the difference for and take back garbage I was sold.

Business

Response:

Good Morning Revdex.com,

Please apologize to our customer

for any type of confusion he feels may have taken place during the time of

sale. We do not “take advantage” of our customers, this item was picked up (and

shipped by the customer to their home) as an outlet purchase, was the item not

inspected at all by the consumer prior to it being purchased or signed to as

accepted as is to on its way out of the pick up location?

Our records indicate that the

customer has communicated a concern with the back of one of the recliners and

our company has already worked beyond our policy by offering to arrange to have

the item serviced (at no cost) by one of our professional service technicians.

At this time the courtesy service/

repair visit is a valid offer for recourse on an item sold to the consumer in ‘As

Is’ condition and we stand behind this offer as the most fair and adequate

offer a retailer can be expected to make in this scenario.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I purchased the allure 3 piece left arm sofa set and paid for it in full ($1,697.34) at the time of purchase in store on 11/1/15. Delivery was scheduled for 11/11/15. Bob's has so far failed to deliver the set on three separate scheduled delivery dates, and often failed to notify me that they weren't able to meet the promised delivery dates prior to the scheduled delivery time. As of today delivery is scheduled for January 19, 2016 (80 days from the date I paid bobs for my purchase, or 69 days after the scheduled delivery date on my receipt).Desired Settlement: To resolve this I would like for Bob's to take the following three steps immediately:

1. provide myself and the Revdex.com with the date on which bobs guarantees the delivery of the sofa.

2. change my order immediately to a 0% financing order, and refund the money that they have been holding to date and

3.pay me accrued interest on my money that bobs has been holding on to from 11/1 to date at the stated financing rate that bobs charges its customers for items not paid in full (27.99%).

Business

Response:

Good Afternoon Revdex.com,

I am so

sorry to learn of our customer’s poor experience with this purchase. I can only

imagine how frustrating this has been for our customer and completely

understand their position at this point.

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. Please pass on our sincerest apologies that

we haven’t been able to deliver this purchase as advised to our customer and as

we have disclosed the merchandise will not be made available to us to deliver

to the customer prior to the currently scheduled date.

I do

feel the customer’s aggravation is rightfully placed however Bobs Discount

Furniture is unable to change a payment made by a consumer’s credit card to a

financing agreement thru [redacted]. The consumer would need to visit our

showroom (in person for security reasons) and apply to [redacted] for any

of the financing options we offer. The interest rate stated by the customer is

a charge that comes from [redacted] as a part of the terms disclosed in

using their purchasing option (s), Bobs Discount Furniture does not charge

customers interest on purchases nor do we have the ability to control the

interest charged by a consumer’s (third party) credit card.

We are

not “holding on to” anything at this time, the customer may have the funds

spent towards the purchase refunded to them at any time by advising us that

they would like to cancel their order. Clearly we have failed our customer and

are very embarrassed about the level of failures our customer has endured and

while it is certainly not the outcome we want it is an available and

understandable option that the customer may request prior to delivery.

We have

the current options available for recourse in relation to this customer’s

concern:

Either:

Review: In July I had a couch and love seat delivered from the [redacted] store. The 2 delivery men didn't want to bring their junk truck up my driveway. They claimed they didn't want to damage it. I told them delivery trucks come up all the time and they couldn't back it up the driveway they would have to come up face forward. They kept complaining and said they didn't have enough insurance if their truck damaged my driveway. I told them I would come down to the bottom of the driveway and see what the truck looked like and tell them if it would make it or not. To my surprise, as I was walking down the driveway, one of the men was video taping me with his cell phone. Didn't ask, just did it. I told them the truck would make it up. The driver still complained. He turned the truck around and somewhat attempted to start up the drive. He stopped and the truck just shuttered. He told me the truck wouldn't make it up. At this point I had enough. I told him to back it up and get a run for it going. Then I walked away. Needless to say, 2 minutes later they were up to the house. (he came to my door on foot upon arrival and asked me if I had a pickup truck to come to the bottom of the drive way and get the furniture myself. I pointed to the driveway and asked him if he saw a pick up parked out there. My husband was deployed to SE Asia for 8 months and it was just me and a friend here. 2 women were supposed to retrieve furniture?)

After bringing in the furniture, which I didn't know had to be assembled, they had see-thru pieces of Styrofoam down on the floor screwing together the coffee table and 2 end tables.

They pushed the love seat back to have more room to assemble the coffee table and end tables. There were small pieces of foam and plastic all over my floor when they left. They were also here a very long time. My friend who was staying with me commented on how long it took them.

After they left we had to get out the vacuum cleaner and clean up after them. When vacuuming I found a shiny gold screw on the floor and asked my friend where she thought that came from. Now the search was on to see what was missing from the furniture. Upon searching, my friend found several dark scratches in the middle of my floor from them putting the coffee table together. We tried to rub them out but was unsuccessful. Then we tilted the love seat back. and found that a huge piece of my flooring was attached to a bolt on the bottom of the love seat where a resting foot should have been. In moving the love seat back to assemble the coffee table the movers ripped my flooring with the uncovered bolt. Upon leaving they left the love seat back where they had left it. I told then I would place the furniture where I needed it later. I had cleanup to do first.I was sick to my stomach as the flooring had been put down in June. We went to the floor store with pictures to see if they could repair it. They said with rips there was no repairing and it all had to come up and totally be redone. They asked me how the floor got damaged and I told them. They said to contact the store and tell them how the floor was damaged. They said delivery people and store have insurance for the damage they cause and being a flooring store they saw it all the time and the floors were replaced in a timely matter.

So,my friend and I, went to the store and reported the issue. They told me to contact customer care and file a claim. Which I did. Since the claim has been filed I have received nothing but trouble. Passed form one person and dept. to another. I have had to be the one making the phone calls, sending emails, faxing, having people from the store and insurance claims come into my home to take pictures, etc. The store is denying they caused the damage and the delivery people are denying they did the damage. Everyone is blaming me! All I now is I paid for furniture and $299 for DELIVERY and now I have a scratched and torn up floor that is not my fault.

The delivery companies insurance has denied the claim. Barbara Hughes has stated that the delivery people deny doing the damage and the claim will not be paid. Then Mike R[redacted] calls me and said he was going to get me a new couch and work on getting the payment for the floor replacement. I faxed him the info he requested. I have a fax receipt from the store proving the fax went through and he received it. I have since received an email from customer service telling me I didn't send in the floor information therefore the claim has been closed. I am tired of getting the run around from this company. I have called Mr. Rawlings several times. No answer and no returned calls from the voice mails I left him. They think if they stop responding I am going to go away. This is further from the truth.

I had a defective love seat/sofa delivered to my home from Bobs Furniture. The delivery people damaged my floor. I have scrapes, holes and a 7 inch non-repairable tear in my flooring and no one wants to take responsibility for it. Instead, they suggest I go through my homeowners insurance. I would have a $1500 deductible and my insurance would have to sue for whatever they could recover. I WILL NOT DO THIS! I will not pay anything out of pocket or have my insurance raised due to damage that someone else is responsible for.

If this matte is not corrected I will have no option but to turn it over to an attorney and sue Bob's Furniture and the Delivery Company for the damages plus court costs, fees, etc.

claim numbers [redacted]Desired Settlement: Send me a check for the cost of the claim.

Business

Response:

Good Morning Revdex.com,

Please pass on our apologies to our customer for the inconvenience

the delivery team’s negligence has caused and may continue to cause them. We

assure our customer that their property claim was correctly filed with the

third party trucking company involved and we apologize that they are

experiencing any result of denial off of this claim.

The party referred to several times within this customer’s

postings is not an employee of Bobs Discount Furniture. We have continued to

act as a liaison on this customer’s behalf to the fullest extent we can- last

sending a communication to the trucking company directly on 1.06.2016 advising

the aforementioned party of our customer’s high level of disappointment with

their property claim. While we certainly wish we could, we are unable to

overturn a denial result that has come from an organization other than our own. At this time it is my

understanding that [redacted] (the delivery company) has taken the claim

to the level of their insurance company and the insurance company is the party providing

the denial result. While we, as a furniture retailer, are not permitted to

overturn choices followed thru on by a delivery company – we most certainly are

not permitted to change the outcome of a claim that was reviewed and declined

by a delivery company’s insurance provider.

In regards to the merchandise

delivered:

Our records indicate that as of

12.26.2015, by way of a service visit, any concerns related directly to the

product we sold this customer have been fully resolved.

Kindest Regards,

Stephanie *. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Bob's Furniture delivered a defective love seat. I resting knob was missing, therefore causing the 3 bolts to directly sit on the floor and rip it. I have turned this matter over to my attorney and he will handle it from here. Bob's Furniture isn't going to sit back and simply blame someone else. Bob's furniture is defective, Bob's furniture should pay the price. The delivery people push a defective love seat back and tear my newly put down flooring, the delivery company is also responsible. I am tired of being to one who makes all the effort to call, fax, visit the store, text, etc. To no satisfaction. Bob's just thinks I'm going to go away. Bottom line: I didn't have a torn floor before delivery of a defective sofa but I had one when the delivery people left. I will see you in court.

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

Again – we are very sorry

for the inconvenience the delivery team’s negligence has caused and may

continue to cause our customer. We assure our customer that their property

claim was correctly filed with the third party trucking company involved and we

apologize that they are experiencing any result of denial off of this claim.

In reference to the furniture being “defective” – our records

illustrate that any concern with the product was adequately repaired as of

12.26.2015. Our service technician was dispatched to the customer’s residence

and reported back to us that a new foot was successfully installed to the item.

The customer has not reported any other concerns of defect to us

within their product, in the event the customer is experiencing a concern stemming from a factory defect issue with the product purchased from Bobs we

will be more than happy to provide our customer with options for resolution

under the ‘Service Policy’ that we communicate via the customer’s sales

invoice.

Kindest

Regards,

Stephanie ** G[redacted]

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Bobs furniture company hired that delivery company. I did not. The couch was defective before it was even delivered. Yes, the knob has been put back on, 5 months AFTER the damage was made to my floor. Does this mean that since the knob has been replaced that you now walk away without paying for the damage the exposed bolts did to my floor? NO it doesn't. We have a court date scheduled for March. My attorney and I will see you there. I will keep the Revdex.com informed.

Sincerely,

Review: broken couch technician was sent out couch can not be repaired wood is split on back and a apiece of metal is sticking out from the back of the couch. neither bob's nor the warranty I purchased at the store (goof proof protection for 5 years) will replace the couch. The couch was purchased on 11/25/14.Desired Settlement: replace couch or return the purchase price of the entire set (couch, love seat, lamps, coffee table and 2 end tables , cost of the warranty, tax and delivery charge totaling- $1,305.39. With this refund I can purchase a new living room set at another furniture store.

Business

Response:

Good Morning

Revdex.com,

Please pass on our apologies to our customer for any disappointment they are

encountering while seeking resolution under the protection plan purchased from

us.

As we indicate on several documents provided and the time of purchase and via

our website (link below) the accidental damage coverage provided under this

plan is honored thru the [redacted] company, not Bobs Discount Furniture.

Our records show that we (Bobs Discount Furniture) were made aware of this

customer’s concern on 1.13.2016 and in following the terms of the protection

plan purchased – arranged for a technician to be dispatched to this customer’s

residence on 1.20.2016. Our technician’s report is posted below and indicates

that the merchandise has been severely damaged within its environment.

Review: Last October (2013) I purchased a Tranquility Bedroom Set. The Bed has broken twice. It has been confirmed that it was the result of a manufacturer defect. The company no longer sells the brand. My alternative has been to select a different bed and have mix-matched discount furniture and pay the price difference for a new bed.Desired Settlement: This is unacceptable! Especially, since I have had to take off work three times! I want an exchange of equal or greater value that matches and I do not believe this should be at my expense!

Business

Response:

Good Afternoon Revdex.com,

We apologize for the inconvenience that this defect has

caused [redacted] and assure our customer that we understand the importance in

offering fair options for resolution and keeping our customers satisfied.

Bobs Discount Furniture has properly met the implied

warranty on [redacted]’s product. As [redacted]’s bed is not fit to do what a bed is

supposed to do (allow a consumer to safely sleep in it) Bobs has offered

recourse for the affected product that [redacted]’s concern is with. That alone is

the responsibility that we owe to [redacted] as a business.

Bobs Discount Furniture has gone further than the responsibility

we owe to our customer already and we stand behind the caring and more than

valuable offer that was presented to [redacted] on 9.09.2014. We offered to provide

our customer with 100% store credit on the defective merchandise and 90% credit

on the non defective items that we cannot re sell and will ultimately have to

cover the cost of disposing. Please remember that this 90% credit is being

applied to merchandise with no factory defect concerns. Furthermore this

additional merchandise has been in [redacted]’s possession for over 11 months.

If [redacted] would prefer to keep the current headboard and

footboard she has I have located a set of bed rails from the manufacturer of

this product that will work comparably to the railings we no longer carry. Instead

of a reselection to another set, we can offer to schedule a delivery of the

comparable bed railings so that our team can reassemble the bed to its implied

warranty status.

I eagerly await [redacted]’s response as I am willing and able

to help her resolve her concern with two different options for resolution. I

apologize again that this concern has taken up so much of [redacted]’s valuable

time.

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]1, and find that this resolution is satisfactory to me.

Please contact me as soon as possible for installation.

Sincerely,

Review: My scheduled delivery was delayed four times when I purchased my bedroom set with Bob's Discount Furniture (October 31, November 10, November 14 and November 18) . The first attempt, they never showed up. The second attempt, they partially delivered my bed set, but my nightstand was "missing handles." The third attempt, the nightstand was "crushed" when the delivery team unboxed it. The fourth and final attempt, it finally came to my home without a problem. It was four days of missed work due to my living alone and waiting those days for the delivery team to arrive, which resulted in loss of compensation.Desired Settlement: I missed four days worth of work, that is about $400 I have lost to cover my expenses at home. I believe I have a right for a partial refund.

Business

Response:

Good Day 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.

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.

While it is not normal procedure to so we do recognize that

we have failed our customer and we are willing to make an exception in this

case to work above our normal compensation guidelines and policies. We do not

offer apology monetary 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.

We can offer to provide the customer with a monetary refund

based on the amount paid to us for a delivery fee on this sales order ($99.99).

Should the customer wish to accept this offer, please advise that they may

respond to this communication via the Revdex.com as ‘satisfactory’ and we will have

our retail location reach out to them to complete any further processing

needed.

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.

Sincerely,

Review: An appointment was made for a technician from Bob's to come to my home due to an arm on a loveseat which is defective. The technician, [redacted] came to my home on Thursday, February 5, 2015 to assess the furniture. He was absolutely horrible. He did not utter a word the entire time here until I asked a few questions and I could barely get anything out of him except that he had to leave to go to another customer.Anyway, he turned the loveseat over, cut the lining on the bottom, placed what looked like a few flat, plastic discs into the arm, and stapled it back together. I mentioned that now the lining was ripped, he said it was like that, no it wasn't...he ripped it. He then proceeded to take pictures, asked to use my phone, told me the wait was too long to hold and hung up and proceeded to leave. I said I was unhappy with the fact that the arm was now in worse shape, with a hard lump and now two areas without cushion. He left.I called customer service after [redacted]/tech left and they told me he hadn't yet submitted his report so there was nothing they could do. He has 24 hours to submit (amazing) that I had to call back...which is what I did today 26 hours afterwards. Still nothing they could do, I was told, as he still did not submit his report. I asked to speak to a manager and was told there wasn't one to speak to and someone would call me back....that was 2 hours ago. No call back. HORRIBLEDesired Settlement: I would like a replacement loveseat or a significant amount of money refunded.

Business

Response:

Good Morning Revdex.com,

I attempted to contact this customer directly today (2.10.2015) as there are several entities of this claim that just don’t make sense to me. I was unable to make contact via phone (left a message) so I am responding thru the mediation channel the customer has selected to open with Revdex.com.

First – [redacted] has been a Customer Care Team Supervisor for many years and does not visit any customer’s home as he works within our offices. I am perplexed as to where or how this customer has come up with his name in reference to her account. There are no records that she ever held a conversation with [redacted].

Second – I have included the photographs the service technician took while in the customer’s residence on 2.5.2015 for your review. I do not see a “Sagging concern” (as originally reported) in the right side facing arm as being present. The arm appears to be up to manufacturing standards. I do see the material that is not adhered properly to the frame and we are more than willing to take care of this concern for the customer. That material can easily be reattached to the product and we apologize if this was left undone by the last technician to the home.

We further apologize for the alleged demeanor the customer indicates our technician had while in her residence. We have taken the appropriate steps to ensure that this coaching concern is addressed with our technician directly.

As per the documentation all our customers receive at the time of sale, we will service (repair) the merchandise to manufacturing standards should a manufacturing defect concern arise.

We are normally very successful in our attempts to service merchandise in the customer’s home and as our technicians are factory trained we do stand behind the quality and integrity of their workmanship.

Should the customer wish to schedule a different service technician to the residence to rectify the remaining material concern I see present in photos, we will be happy to arrange that via this Revdex.com channel or by a call to our Customer Care Team at[redacted] (Mon – Saturday 6:30a-8:00p)

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I made a purchase of a bed from Bob's on February 12, 2015 at the [redacted] location. As part of my contract with Bob's (written directly on the contract itself) was that when the bed was delivered, the old mattress and foundation would be removed. I discussed the nature of the bed (its design and components) with the salesman, [redacted] and was assured that it would be taken unless it was a 'bio hazard'. The Mattress was delivered on schedule on the 17th of February and at that time, the delivery persons refused to take the old mattress and foundation even though they were holding the contract that stated these terms. Their reason was due to the 'nature of the bed' not the condition. The be is not traditional as it is a 'sleep number' model and breaks down into smaller pieces. I called Bob's on that same date at approximately 1pm and spoke with Heather and explained that the mattress and foundation was left and that I needed it removed because it was blocking an egress of the home. She assured me at that time that the drivers would return that day to pick up the old bedding and I gave her a time frame from 1pm until 4pm for this to happen. Heather reported that the drivers would call back with a time; this did not happen. I called back at 330pm on this same date to remind Bob's that we would be leaving at 4pm and that the drivers had not contacted us. I spoke at this time with a person identified as Ashley who acknowledged that they would not be back. After a discussion over the bed and the contract, she and I came up with two more possible pick up times and dates; February 18th prior to 11am or Saturday the 21st prior to noon (due to scheduling issues on my end); we needed this item moved prior to a second delivery because the mattress was blocking part of our entrance to the home. On Thursday I received a call letting me know that the mattress would be picked up on Saturday, any time after noon until 2pm but with no true commitment to this time. I called Bob's back on Friday the 20th of February (speaking with Heather again) and reminded them that I would not be available at that time and asked if I could leave it outside, she said someone needed to be there and that we could not leave it outside.

I reported to her that this was not part of my second verbal agreement and that the mattress needed to be removed that day. Heather remarked that the store would not honor the verbal agreement. I then told Heather that I would have to pay someone to remove the item and dispose of it and seek repayment from Bob's through the Revdex.com, she said that I should try that. So I contacted a person that I knew had a truck and paid them 50$ cash for their time (they were in [redacted] at the time) and provided 25$ for gas. The charge at the dump was $7. Im seeking to be reimbursed for my losses due to the failure of Bob's to honor their contract with me.Desired Settlement: Bob's needs to reimburse me for the cost I am out in order to transport and dispose of the mattress and foundation they were contracted to take on the 17th of February. The cost of reimbursement is 82$.

Business

Response:

Good Afternoon [redacted],

My name is [redacted] and I work for Bobs Discount

Furniture Customer Care. I’m very sorry to learn about the disappointing experience you have outlined to occur during

your delivery experience with us. While it is far beyond normal procedures to

take away anything other than a traditional mattress and/or foundation I can

understand your frustrations as you have indicated our sales professional gave

you the impression this was completely within our policies.

I further apologize that we weren’t able to get our delivery team

back to you in a reasonable amount of time to remove these additional items

that they left in such an inconvenient place/manner.

The Revdex.com offers a very valuable mediation channel for a customer

and a business alike and I assure you we do want to reach an agreement with you

that you find satisfactory for resolution to this concern.

As a retailer we cannot make offers of apology or resolution off

of an alleged payment amount that any consumer cites to have paid out to third

parties. Even with sufficient evidence a business cannot be forced to enter into an additional agreement to pay

such charges. Looking at this strictly from your perspective, as a business we

can and should be expected to uphold the agreement of which you contracted a

delivery service and delivery fee from us for. I agree that the delivery

service you paid for was not fully honored therefore we are willing to refund ½

of the delivery fee you paid to us in an effort to resolve your overall disappointment.

This would work out to be a refund of $84.99 (plus any applicable

taxes your state may or may not charge for delivery fees). Should you wish to

accept this offer as our form of apology for our failures we are more than

happy to process this refund amount to the original method of payment you used

on this sale.

Please let me know if you find this resolution offer acceptable –

via this Revdex.com channel- and I will have

the appropriate party reach out to you to confirm your original credit card

number ( we do not keep full credit card numbers on file for the protection of

our customer’s security).

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.

I just wanted to be made whole after having to pay additional fees to dispose of a mattress that the business was contracted to take. Thank you for your support in this matter Revdex.com. Consumers like me appreciate everything you do.

Sincerely,

Review: The sales staff used an incorrect spelling of my last name when processing my order with my credit card company. This caused me embarrassment when my card was declined. And my credit card company had to issue me a new card with a new account number because the incorrect spelling of my last name triggered a potential fraud alert. The office manager asked for a second form of payment. I gave her my bank debit card and it was approved and deducted immediately from my checking account because she used the correct spelling of my name.We agreed on a delivery date of Tuesday, 2/24/15. I asked for a time frame of when the furniture would be delivered. I was told someone had to be home all day but I could track the estimated delivery time online. I asked if delivery was guaranteed for Tuesday and I was told yes. At 6:20 p.m. I received a call from customer service stating the truck was there and the deliverers needed someone to open the front door. I was there in approximately 1 1/2 minutes but there was no truck in the parking lot, the entrance to the parking lot, or on the street.I called customer service and listened to music, recorded announcements, and more music for 45 minutes. No one answered. I finally called the store who called customer service. When I finally got to speak to a live person I was told I would have to reschedule as all delivery people had been released. This is totally unacceptable. They had already received payment for the furniture. And if someone from customer service had answered their phone when I first starting calling they could have called the delivery truck and sent then back to my apartment complex before they were released for the day. Then they had the audacity to offer me discount coupons for a future purchase. I told them I had no intention of ever shopping at Bob's Discount Furniture again due to the poor business practices. I then cancelled my $2,000 plus order that had already been paid for and asked for a full refund.Desired Settlement: I would like the general buying public to be aware of poor sales staff, delivery people who don't deliver, and customer service who don't answer the Customer Care Hotline in a timely manner. I will also make sure any person who asks my opinion of the way they do business to spend their money someplace else.

Business

Response:

Good Morning[redacted],

I am very sorry to learn of the dissatisfaction you experienced

while making/waiting on your purchase from us. I

don't blame you for being very upset with us and I know and acknowledge how

unpleasant this entire ordeal has been for you. I truly wish there was a way I

could undo what has been done and I apologize again for the appalling

impression you have been left with of our company.

Your

comments regarding the service you received by our delivery team, customer care,

and sales office are very important to us. We want customers to love shopping

with Bobs, so your report of a distressing experience with any of our

associates is a serious concern for us. It is inexcusable for anyone to address

our customers deliveries in an impatient way and the lengthily wait you cite to

have endured is certainly our failure as well. We have begun addressing the obvious

coaching concerns you have brought to our attention within our staff and will

take appropriate action.

You have

our pledge to maintain the quality of all our customer interactions at every

level and we truly thank you for reporting these incidents 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. It was never our intention to offend you by offering you a

further form of apology after we made your concern right. While we understand

that this is your Bobs experience, we do not continually let our customers down

on the nearly 3,000 deliveries we complete successfully ever day. I do

acknowledge your reasons for canceling your order and I am genuinely sad that

we lost your business due to the inconveniences we caused you.

Please let me know if there is any way you would consider

reinstating your sales order with us and if so, I’d be happy to discuss a

further form of apology that can be accommodated prior to your delivery occurring.

Kindest

Regards,

Bobs Discount

Furniture

Customer

Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: I reported a claim for a repair to the new dining room table, which is not even 1 year old yet, but according to them it had to be within 30 days of it happening. At that time, my husband was gravely ill and the last thing I thought about was the dining room table; only getting my husband well. They denied the claim because it was outside of the time period.Desired Settlement: I would like them to fix the damage to my table so I am not embarrassed to have people see it the way it is.

Business

Response:

Good Morning 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. This

flyer as well as the customer’s sales invoice (which is signed by the

purchaser) also discloses that Bobs Discount Furniture offers coverage for factory

defects only and any occurrence of accidental damage must be reported thru the

Guardian company.

This claim was denied for several reasons

stated within the Terms and Conditions of the protection plan and every

consumer must adhere to the terms and condition in order to keep the plan fair

for all consumers alike. We do stand behind the reasoning for the claim being

denied and have included a copy of the terms and conditions page (as well as

the information –below) for your review.

The customer told Guardian that there was “scent

oil” spilled on the table – as indicated on the contract (and the sales flyer

we provided), scent oil is not listed as a coverable item to begin with.

Page

1- Right side facing:

PRODUCT

SPECIFIC COVERAGE:

3. WOOD AND HARD SURFACE:

a) Standard – Stains caused by any food or

beverage normally consumed by

humans; mold and mildew stains caused by food or

beverage spills; Breakage

of wood frame or structure or other hard surface

from single incident;

gouge, heat mark or liquid ring from single

incident; accidental breakage of

glass or mirror components (with the exception of

crowned or curved glass).

b) Wood Plus 1 – Checking, cracking,

bubbling, or peeling of finish from a

single incident.

c) Wood Plus 2 – Any chip or scratch of

glass or mirrors and loss of silvering on mirrors (with the exception of

crowned or curved glass).

Page

2 –Right side facing:

STEPS

TO MAKE A CLAIM:

2) Report all covered claims to Guardian at

[redacted] within 30 days

of the accidental staining or damage occurrence and Guardian

Customer Service Representatives will be ready to guide you through the service

process.

Regretfully Bobs Discount

Furniture has no control over the choices or resolutions offered by the

Guardian company directly and the portion of the plan they manage. We apologize

that we have no direct recourse to offer this customer relating to this

specific concern.

Should the customer feel they need

to pursue the denial result further they may do so with Guardian directly. I

have included the address for Guardian’s Revdex.com claims below for the customer’s

reference:

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 has been clarified, although I have not been satisfied. I realize now, that I will have to find a way to have this fixed on my own.

Sincerely,

Review: My husband purchased a dinning room table from the [redacted] location and was advised by the sales rep to purchase the goof proof protection for 5 years. The rep stated it will cover anything that happens to the table especially the stain, due to it being a cherry red dark table. I called protection department today due to a spot 8x10 size on my table and was told the protection plan doesn't cover this. When we purchased the table our concerns were how to care for the table and the possibility of stain loss and again the sales rep said everything would be covered and stated we can you any to clean the table (no products offered by the store for cleaning). Now that I called with the complaint its being told that we could not use windex to clean the surface to its not authorized which no one told us. I purchased this plan and spent a lot of money on this table and was lied to and now I'm stuck with a product that has 2 warranties on that no one will cover.Desired Settlement: I want them to repair or replace the product as it was explained to us at the time of purchase.

Business

Response:

Good Afternoon Mrs. [redacted],I attempted to research your account but was unable to locate any orders using the name, address and telephone number listed in your Revdex.com complaint. Please forward the identifying account information i.e. order number, customer master or name and telephone number associated with the order. I will then research your account and follow up with you.Thank you,[redacted]

Consumer

Response:

The purchase is under [redacted] (my mother in law) the phone numbers connected to yhe purchase will be [redacted] or [redacted]. I believe a bobs credit card was used.

Review: Hello, I contacted the company several times for a couple of reasons, one was to exchange a mattress I had purchased at Bob's furniture. I was told by sales mananger I have to wait 30 days from the delivery date to swap out a mattress and that I would not be penalized for swapping out mattresses, it's their policy. When I went to exchange the mattrress I was given a 89% credit of my current mattress told the new mattress. I had visited the store many times after my mattress was deliver and was told that I would not have to pay any additional cost. So the 30 days passes and I went into the store to make the exchange I was told by the sales manager [redacted] that I would have to pay an additional 180.00 for the new mattress. My current mattress costs $599 and the mattress I want costs $699, mathematically -taxes included this does not add to $180.00. In addition, the support for the bed itself was damaged a couple of days after delivery. A tech was sent out and he said the delivery person set it up wrong. The tech removed the rubber base and now the support does not even come close to the floor. Bob's furniture is not honoring their policy.Desired Settlement: I would like to be credited the full amount of my current mattrress $599.00 and I am willing to pay the difference of $100.00 for the new mattress.

Business

Response:

Good Morning Ms. [redacted],Thank you for choosing Bob's Discount Furniture for your bedding needs! In the event the first mattress you select is uncomfortable, you may return it and reselect. Our mattress satisfaction policy applies to the mattress only and reads as follows on your sales invoice;MATTRESS SATISFACTION POLICY Our goal is to do our best to ensure that you are happy with your mattress purchase. In the unlikely event that your mattress has a factory defect, we will replace it during the stated manufacturer's warranty period. If you are unhappy with the comfort of your mattress after having slept on it for thirty (30) days, please call our Customer Care Center at ([redacted] within sixty (60) days of your delivery and one of our representatives will arrange for you to make a onetime re-selection on your mattress only. Foundations within the same manufacturer are not included in our Comfort Assurance Policy. We will charge or credit you for any price difference between the original and the re-selected mattresses. Credits will be issued based on the original method of payment via the guidelines stated above. We will charge you our prevailing re-delivery fee to cover the costs of delivery for the re-selected mattress and pick-up of the original mattress. If you do not re-select another mattress, we will refund the full purchase price less our prevailing delivery fee. On March 27, 2015 you purchased the [redacted] mattress and foundation as a set for $799.00; the mattress price was $532.95 and the foundation was $266.05. When you requested to return the mattress on April 29, 2015- you were given a store credit for the full value of the mattress. Since you reselected to a more expensive mattress you were responsible for the upgrade cost as well as tax. I have attached copies of your original sales invoice as well as the pending sale.In regard to the assembly of the bed, I will be happy to schedule an assembly service to correct any issues you are having with the setup of the bed frame.Thank you,[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have not been told the name of the box spring so I can confirm the price on the website. Provide the name of the box spring so I can confirm on the website that it costs 262.

Review: My husband and I lifted our mattress and box spring to assess these new "pieces" we need for our bed. To my horror, I discovered that my Queens sized heavy mattress and box spring is being held up by 3 3/4' thick pieces of wood that are being propped up by three 1' 1/4 thick pieces of wood. So a ONE and ONE-FOURTH inche 7 inche long piece of wood is supporting My husband, me, a mattress, and a box spring. My bed is less than two years old with issues already because of the quality of the bed.Desired Settlement: A replacement of the furtuniture or refund..

I dont not have specific prices or dates however Bobs has it in their system as the person I spoke to on 9/1 was able to provide it to me.

Business

Response:

Good

Morning Revdex.com,

Please

pass on our apologies for the disappointment our customer is experiencing with

the bed that they purchased. I assure our customer that the bed delivered and

assembled was the exact replica of the model displayed and assembled within our

showroom on date of purchase.

Although

our technician confirmed on 9.08.2015 that the concern present did not stem

from any manufacturing concern within the merchandise and the customer is

outside of the warranty period we disclosed at time of purchase we have

provided a courtesy offer for resolution below.

Please

note we do sell additional support systems at cost for consumers whose

preference needs require more support under the bed then what the manufacturer

views as normal and adequate. We also sell a number of headboards that can be

hooked to a metal frame should this option make a consumer feel more secure

with overall stability.

As a one time courtesy we

can offer to provide a store credit based on the amount paid to us for the BED

only (BED = Headboard, footboard, railings per sales invoice). With this store

credit the customer is able to re visit any of our showrooms and select a

different bed that may suit their needs better.

As an additional courtesy

we will offer to cover the cost of delivering the new merchandise selected and

we will expect to remove the current bed from the customer’s home when the new

bed is delivered.

Please ask that our

customer respond to us via the Revdex.com to make us aware of their acceptance of this

resolution offer. Once accepted we will create the credit and have our retail

location reach out to our customer to make them aware of the credit being

activated.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate

Liaison

Consumer

Response:

I am not disputing that this is the bedroom set that I ordered, what I am expressing is my concern with the quality of the bedframe. When you look at the furtuniture in the showroom, you are looking at pieces that are already put together. There is a foundation and mattress on top of the frame so the customer does not see what the frame looks like. The sale rep said the frame was wood and when we chose our mattress there was no indication that the foundation, mattress, and my husband and I would be held up by three 3/4' thick pieces of wood that are being propped up by three 1' 1/4 thick pieces of wood. We were not advised that the pieces of wood propping up the 3/4' pieces of wood would move and need to be replaced in less than two years. Nor were we advised that there was an option to add or change pieces of the frame. While I understand that Bobs feels this sufficent the quality of the frame is questionable. Even in posting a picture to Bob's via Facebook, people were commenting on how "scary" & "unsafe" it seems.

Review: I purchased a furniture set on 11/24/12 under invoice #XXXXXXX, customer #XXXXXXX I am very disatisfied with due to numerous manufacturer defects. I have had to make 5 warranty claims on this single order alone that has required me to miss work to wait for delivery and repair persons on numerous occassions. I have contacted the retailer on each occasion and am extremly disatisfied with their cusotmer service practices. I was advised that due to all the trouble I had recieved I would be compensated for the price of the nightstand onc eI received one that I was satisfied with. The nightstand is valued at $179.00. The last delivery the whole back of the nightstand was broken and the delivery person used his own screws to drill new holes to attach the back of it. The craftsmanship is very poor and the unit is still defective. I contacted "Senior" Account Manager [redacted], in the Taftville, CT Location for assistance. [redacted] was soft spoken although sarcastic and unproffessional. He even went to draw his own conclusions regarding my deliveries and made untrue statements accusing me of being the problem with my delivery. I am disatisfied with his customer service skills. He lacks the appropriate communication skills to handle cusotmers in a caring manner. He offered me $100 gift card and stated that this was more than the cost of the dresser. I corrected [redacted] and advised him that I had paid $179 for the dresser. I even offered to send him photographs of the product delivered damaged for the 4th time. [redacted] stated that I would have to be home for someone to pick up the dresser. I asked why I could not just leave it outside my home. He had indicated that it was against his policy. I just can't afford to miss anymore time from work regarding this dresser. He then recinded his $100.00 offer and advised me that since it was just a dresser I could return it with my own vehicle on my own time to Norwich CT, 90 miles away or to the retail location 20 miles away for a refund, leaving me with the burden.

Product_Or_Service: furniture

Order_Number: XXXXXXX

Account_Number: XXXXXXX

Desired Settlement: A refund as promised or some sort of good will gesture to retain me as a customer. I would also request that [redacted] receive some sort of customer service skill training to better assist customers, with hopes that others and not treated so poorly as I was. I do not want to be left with an incomplete bedroom set. I kindly ask for your assistance in resolving this matter for me. Thank you.

Business

Response:

Business Response /* (1000, 5, 2013/05/22) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the multiple ongoing issues with the nightstand.

Your concerns regarding the service you received from [redacted] have been shared with management and will be addressed internally.

As for the nightstand we can offer the following options for recourse;

1) Keep the nightstand as is and we will refund half the cost.

2)Return the nightstand for a full refund.

3) Exchange the nightstand and issue a $75 gift card upon completion of delivery.

We recognize the inconvenience we have caused you thus far and understand your request to leave the nightstand outside however, as [redacted] explained our delivery team is not allowed to remove any items from your property without the presence of an adult, furthermore there is paperwork that must be signed once the drivers pick up the item. Presenting you with the option to return the item back to store gives you the opportunity to return it on your time as opposed to waiting for our first available date as well as the three hour time frame window.

Your patience and business is appreciated and we are open to exploring any additional options you may have.

Review: discontinued bedroom set with out my knowlage, the store waitied 1 month to inform me of this and 6 days prior to delivery.

on august 10th 2013 tax free weekend I went to

Bob's furniture in [redacted] ma and purchesed several furniture items including a bedroom set for the ammount of 1,928.00. that day I paid all the merchendise in full and delivery date was scheduled on september 16th,2013. on september 10th, 2013 I receved a call from the sale associate that helped me informing me that there was a problem, my bedroom set was sold and also discontinued. I got very upset and asked them why they waited 1 month to inform me the sale associate was apologetic but stated there was notthign she could do and asked me to come in the store choose a different bedroom set and speak to the store manager. Wen I got to the store I expressed how disappointed, frastrueted, annoyed I was by all this not to mention the incoviniance considering I need it to furnish my appartment before my wedding and I only have 2 weeks. I went around the store and choose the only set that was similar to the previous discontinued set. The store manager prooceeded to tell me that I had to pay $1,200.00 out of pocket because it was more expensive. I expressed my opinion on how I dont think its fair that I was informed one month later abotu the discontinued set and now I even had to pay out of pocket. The store manager only offered me $100.00 store giftcard for the incoviniance and to vawe the delivery charged. I dont think that is fair to me considering I had paid them in full one month prior of them calling me and informing me of the discontinued item issue and also its very incoviniance that I have to scremble 3 weeks before my wedding and settle for a bedroom set that I dont liek because they dont want to match the price to the one I like.Desired Settlement: I would like for Bob's furniture discount to replace the discontinued iteam with the iteam that I like by matching the price. I should not be asked to pay extra money wen they waited one month before informing me of the issue.

Business

Response:

Good Afternoon [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize we were unable to fill the bedroom portion of your order.

Although the order was paid for in full, we do not "hold the merchandise" until you have set a delivery date. Comments on your account indicate that you wanted delivery during the 1st or 2nd week of October; we were made aware of the discontinuation of the bedroom furniture on 9/10/13 and notified you immediately.

In an effort to assist you, the manager offered a total of $330.00 in compensation or at your request he would cancel the order and issue a full refund in the form of a refund check from our Corporate office. Regretfully we are unable to allow you to choose a replacement set at any price point and cover the full upgrade difference.

Your business is appreciated and we apologize for the inconveniece we have caused. It is our hope that you find a bedroom set that suits your needs.

Review: A little over a year ago, purchased a sofa from Bob's furniture. In March, noted that two of the cushions were showing excessive wear; the springs were not keeping their shape. I called April 18th and ordered a new set of cushions. They said they would be delivered in a couple of months. Called in June to find out the status and they said they have been delayed and would arrive in July. Called in July and they said they would arrive in a couple of weeks. Called in August and they said that they would not arrive before October. They state that is not their policy to refund for parts ordered, but they fail in their contract to provide the part in a reasonable time.Desired Settlement: They are refusing to refund my money even though the part has not been manufactured or delivered.

Business

Response:

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the part order delay.

The parts were being shipped for overseas and generally, the ship time can take up to 12 weeks. Often times an international shipment can be held at Customs for weeks before being released to the recipient.

I understand that we have since canceled the part order, at your request and refunded your credit card.

According to the notes on your account, you have since discarded the sofa. Although the warranty expired when you expressed concerns with cushions, we offered to send a technician to assess the damage but you refused. If you are still able to access the sofa I will be happy to send a technician to possibly provide "best effort" repair or if necessary we can provide you the parts, at no charge.

Your business is appreciated and we apologize for the inconvenience have caused.

Review: Had several issues with the merchandise I had bought and had delivered. I called several times as well. They had techs come out and fix/replace the damaged furniture however no one could see what happened last night. I had my $2000 laptop on one of the end tables when it collapsed. Thank god I caught the table/laptop in time before it dumped my laptop on the floor. I called customer service and they advised me I could only get store credit. I advised them I do not want store credit, I want a refund. The rep placed me on hold and when he finally came back to the phone he advised me he would have to send a tech out to look over the furniture before he could refund my money and then it would only be store credit. I told him to do what he had to, that I would call the corporate office. I did just that, only to be sent back into the customer service queue to deal with my issue.Desired Settlement: I want a full cash refund (tax included), not store credit. I do not like any of the living room table sets they have and would like to buy another set at another store. I paid $499 for this set, plus tax.

Business

Response:

Good Afternoon [redacted],

Thank you for choosing Bob's Discount Furniture. I apologize the tables have failed to meet your quality expectations.

Currently there is a service appointment scheldued for 9/25/13, if the technican determines that the damage to the table is the direct result of a defect we will offer the option to exchange, order parts, repair (if possible) or reselect, unfortunately a refund is not an option.

Refunds are issued on orders canceled up until the time of delivery or if a defective item can not be repaired and has been discontinued within one year of delivery.

We will revisit your concerns, after the service report is submitted on 9/25/13.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: That is a very unfair business practice. You do not allow customers to see the products delivered and PUT TOGETHER in there home and offer a refund if not satisfied. In the sales room we were told this table set was SOLID wood, not press board. And we specifically told the salesman we didn't want anything press board. That was just bought our second home and the kids are grown and out of the house, so this is our retirement home and we want nice solid furniture that's going to last a lifetime. And to only offer store credit is disgusting. You make people return to your store and purchase your products after they have a delivery and learn that your furniture is put together like a puzzle?? I'm more than dissatisfied. I would love to talk to Bob himself and will find a way to do just that if I have to.

Sincerely,

Business

Response:

Good Afternoon [redacted],

The tables are advertised as being constructed with cherry veener and MDF not solid hardwood. Our refund policy is posted in the store allowing you the opportunity to become familiar before completing your purchase.

If you prefer we can exchange the table for new ones or you may reselect to different tables.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Your furniture is garbage. I'm also having issues with my couch/loveseat YET AGAIN!!! Bob's used to be a GREAT place to get furniture. I'm taking my business to someone that stands behind there products and believes in customer service. Obviously you don't anymore! instead your customer is unhappy, and you don't seem to care one bit. I'd be doing everything in my power to keep my customer. I work in customer service. I know how it's done.

Sincerely,