Bob's Discount Furniture

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,

Review: Hi, Id like to make a formal complaint regarding Bobs Discount. my love seat I purchased in Feb 2012.. I do not have the "goof proof"warrenty but need assistance with a manufacturer defect. The bottom of the love seat support is slowly coming apart and believe this should not happen after only 2 years. Yes I believe in wear n tear but this should not happen. I paid approx @850.00 incl delivery. I also contacted cust support and they said they can not do anything. Its so obvious that this is a cheap sofa set and I feel that I was thoroughly ripped off. Bobs Discount should not manufacture this sofa set for selling to the public for sitting. Should be for display only.Desired Settlement: I am asking for replacement in addition for an associate at Bobs Discount to visit my home for an inspection..

Business

Response:

Good

Morning [redacted],

I

am very sorry for the disappointment you are experiencing with your loveseat

and I assure you that Bobs Discount Furniture truly cares for all of our valued

customers.

Our

records indicate that this loveseat was delivered to you on 2.29.2012 and your

first report to us of a frame concern came on 3.03.2014. While you are far

beyond your warranty period Bobs Discount Furniture has still made a valid

effort to help you with this frame concern. Your account reflects that when you

contacted our Customer Care office on 3.03.2014 we scheduled a service appointment

for you on 3.11.2014. This courtesy service is being provided to you at no cost

and as we understand your concerns we will work to help you to the best of our

ability during this service appointment.

I

apologize again that your merchandise is not performing to your satisfaction and

pledge to you that we are currently offering you the best option for recourse

that we can given the specific details of your concern.

We

look forward to seeing you on 3.11.2014 to service your loveseat concerns to

the best of our abilities.

Kind

Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

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: On November, 29 2014 I purchased a table and 6 chairs at Bob's discount furniture store located at [redacted], store phone#: ###-###-####.

Standard Order: [redacted] Customer #: [redacted]. The cost of the purchase is $846.93. The account registered to my phone#: ###-###-####

The purchase was delivered a couple of weeks later and assembled by a delivery crew on site. The following day while cleaning the table we discovered that box under the table was not closing properly. I called the store customer service and explained the situation. They said that a technician would come in a week and take care of my problem by adjusting the assembled unit. A technician came at a scheduled time and tried to adjust it. After spending some time he said it is impossible to adjust, it is a manufacturer defect. At this point more than a month after purchasing a brand new table and 6 chairs I and already having a lot of negative experience I decided I do not want to have a defective merchandise. I called customer service and asked to pick up my defective purchase and refund my money as I will be better off buying something else which they refused. According to Bob's One Year Guarantee prominently displayed at the booklet we received with purchase "I want you to know that my new products guaranteed to be free of factory defects for one year from the date of delivery or pick up". It is pretty obvious that Bob's One Year Guarantee is violated with my purchase.Desired Settlement: Pick up from my house the purchased defective table and 6 chairs

Refund the purchase cost in the amount $846.93

Business

Response:

Good

Morning [redacted],

I

apologize that you experienced a product defect with the original table we

delivered to you. I can certainly understand and empathize with your

frustration and assure you that as a business we are seeking to satisfy your

concern to the best of our ability.

Most

furniture today is built on an assembly line and defects in workmanship can

occur during the production process. Our goal as a furniture retailer is to

take responsibility for such an occurrence and make it right by delivering you

the product you selected in its expected condition.

We

currently have a resolution in place to provide you with a non defective table

as our records indicate that we have offered to bring you a factory fresh model

of the table you selected.

As

you indicated, our products are guaranteed to be free from defects directly

through our company for a period of one year. On the second page of your

invoice (this is commonly signed by the purchaser prior to leaving the store)

please note that our Service Policy signifies that if our technician determines

that the defect is not serviceable a replacement of the affected item will be

scheduled.

I

apologize that a monetary refund is not an option for resolution pertaining to

your table concern and as a business we have several options for recourse

available to make this right for you. We are happy to schedule the even

exchange or offer you the

opportunity to select another table set from our extensive line up.

As

a retailer our policies and procedures are put in place, disclosed at the time

of sale whether verbally or in writing, and honored in order to keep all things

fair for all consumers alike. We are more than willing to help you resolve this

concern and look forward to being able to schedule an even exchange of your

table or set you up with a store credit for reselection purposes.

Kindest

Regards,

Bobs

Discount Furniture

Review: We purchased living room and bedroom furniture from this store in August 2012. In 2013 (well within manufacturer warranty) we called to request warranty service on a few items that we noticed needed repair. Our storage drawers in the furniture started to no longer slide and we noticed that the inferior drawer slides were to blame, as well as the fabric was starting to tear from the corners, and our chaise top cushion was accidentally torn. My wife had contacted the [redacted] warranty company which was quick to deny coverage and told us to contact the store for replacement which the store said it wouldn't handle because it was a warranty issue. We were ultimately told that these damages were not covered under Bob's [redacted] coverage OR manufacturer's warranty which paperwork we were given by the sales associate said otherwise. After paying nearly $400 for this extra warranty coverage, we were more than aggravated. After several phone calls with the store and the warranty company (which both kept pushing us off to the other), we decided to just go ahead and pay the $100 for a new cushion and ignore the other problems thinking the matter would be solved. IT WAS NOT. In December 2014 we noticed that the replacement chaise cushion was starting to separate at the seams and the back cushion on our sofa was doing the same. We again called the [redacted] customer service and after sending in pictures and explaining the problems we were told that these items are not covered. According to the customer service agent "seam damage is not covered" while ALL of our paperwork never mentions anything about seam damage being an exception. She continued to tell us that she can send us UPDATED coverage materials which would explain the seam issue. WE DO NOT WANT NEW PAPERWORK when the paperwork we were given by the store at time of purchase clearly does not state this. The [redacted] associate was also very rude and quick to tell us we should purchase new cushions and then those cushions would be covered under warranty. WE ALREADY DID THIS TO THE CHAISE CUSHION and clearly that is NOT the answer. This was money wasted, and we will NEVER buy anything else from this company- and we have told our family friends all about our experiences and they have since purchased tens of thousands of dollars of furniture elsewhere just to stay away from these deceptive tactics and sub-par materials. Very unsatisfied.....Desired Settlement: My wife and I would like the chaise cushion replaced, as well as the back cushion on our sofa, or the monies spent on this "useless" warranty refunded.

Business

Response:

Good Afternoon [redacted],

We apologize that you have been experiencing so much disappointment

with your product and feel so let down by your ‘[redacted]’ plan. I have

reviewed your complete account history and find no report of disappointment

made directly to Bobs Discount Furniture from you. I fear you may have been

reporting your concerns directly to the third party company that manages the ‘[redacted]’ protection plan and not the Customer Care Office at Bobs Discount

Furniture.

[redacted] is known as their parent company) is a third party company and we

have, for many years, experienced a vast amount of approved claims through this

third party company. Our customer’s are usually very happy with the outcome of

their reported claim and based on the price they paid for the coverage our

sales associates and sales managers would have no reason not to boast about the

extreme value the protection plan carries.

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, [redacted] is responsible for sending the

consumer the plan documents. Should the customer decide that they would like to

review the complete plan documents as the flyer suggests and they don’t have

these documents, we assume (as any retailer would) that the customer would then

try and obtain said documents for review. Had we been made aware of the need

for these terms and conditions we most certainly would have provided them upon

any request. As it is not typically a document we provide we literally have no

way of knowing whether the consumer has received the complete plan or not and

we see no reason not to trust that [redacted] is continually sending these

documents as many claims for coverage are routinely approved.

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: 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: First off, this complaint could be filed under numerous categories but I felt "customer service" was the most encompassing one. I purchased a sofa and love seat collection which did not arrive in any condition close to that of the showroom pieces (an advertising issue). Upon scheduling a service technician to come and fix the problem, the technician, who arrived an hour and a half past the allotted window I was given, gave his opinion on the work to be done (a backing issue where the top seam was gapping and misaligned due to improper stapling, a problem that another technician fixed in no time at all) and suggested that the easiest course of action be to just request a new delivery. 2 months, 4 failed deliveries, 1 re-selection, an insulting and unprofessional delivery team, another visit from the same lazy technician the first time, and a dozen calls to customer service representatives and I still do not have sofa's in my home that are anything close to the cost incurred for them to this date. I have never done business with such an unprofessional corporation as Bob's Discount Furniture. The amount of time that I have had to make myself available to them so that they can fix a problem that should have been fixed the first time a technician stepped foot in my door is absurd. As a result, the cost of this "discount" furniture has spiraled to that of luxury furniture. I understand fully that this is furniture at a cheap price, but there are still standards that should be expected, both from the manufacturer and from the customer care department. Neither of those have been met in any way, shape, or form. None of the 12 customer service representatives and account specialists that I have spoken with on the matter seem to have a single clue about the repetitive issues that I have noted in each instance of a failed delivery, which leads me to believe that there is no accountability placed on anyone in this corporation. Never, ever buy from this company.Desired Settlement: I would like for someone to be accountable and acknowledge, and rectify, the amount of time and money lost in the matter for both parties and issue a full or partial refund for the furniture.

Business

Response:

Good Morning,

The Consumer was contacted by a member of our Corporate Consumer Liaison team upon receipt of this complaint on, July 10, 2014. In an effort to settle the Consumer's concern, we agreed to allow the merchandise to be returned up for a refund, back to the [redacted] finance account.

Sincerely,

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: 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: 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 couch from BOBs at [redacted] on 5/21. The scheduled delivery date is 5/23. I received confirmation call on 5/22 telling me the delivery will be during 11:30-1:30 window on 5/23. Then on 5/23 8am delivery guy called me that they are in front of the house,.but I am not at home at that moment, when I rushed back home around 9am, they already left. Then I made call and custom service promised to deliver it on the same day later, however nothing happened. I waited whole day at home until late night, then made another call, custom service then told me they couldn't deliver on 5/23 then rescheduled me for 5/29. On 5/26 I recieved a confirmation call telling me that my delivery will be on 5/29 as last time they told me.

And today (5/28) I called custom service again to confirm the delivery again, but they told me my 2nd delivery was never scheduled and the earliest date to reschedule is 6/2!!!! I required to talk to a supervisor and after 30 mins waiting finally I talked to someone, after explaining the situation, this supervisor just simply hang off my call!!!!!!!

I just can't believe BOBs custom service department is so rude to the customer. Now I have the feeling that my couch will be never delivered.....Desired Settlement: What I need is just a on-time delivery, the soonest as custom service promised -- 5/29. Please let them call me at [redacted]

Business

Response:

Good Morning Ms. [redacted],Thank you for choosing Bob's Discount Furniture. I apologize for the delivery scheduling issues. I attempted to research your purchase but could not find any orders using the name and address provided in the Revdex.com complaint; I called you at 11:41am on June 1, 2015 but your phone just rang.I would like to review your purchase and schedule delivery, ASAP. Please provide the identifying account information such as the name, customer master, invoice number and telephone number associated with your purchase.Your business is appreciated and I apologize for the service you have received.Thank you,[redacted]

Review: We purchased a sectional couch from Bobs Furniture on 3/11/13 from [redacted]. Within the 1st year we had issues with one of the armless recliners. We had a service person come to the house and he said all the recliner needed was some grease. We continued to have an issue with the same recliner and had a service person come out 7/2/14 to take a look out it. Now the service person said the mechanism needed to be replaced. The service person put me on the phone with [redacted], a representative from Bob's who told me the part would not be in until October/November. I explained to him right now this recliner is dangerous and I am nervous because I have a 1 year old in the house. [redacted] said I should have bought the extended warrantee because I wouldn't have to wait. I told [redacted] the frame is under a 3 years warrantee as it was explained to me when I bought the piece; in addition this was the same piece I had an issue with 6 months after purchase. I am really nervous to have this dangerous piece of furniture in my house, it is a real hazard and I believe I shouldn't have to wait 4 months to have it replaced.Desired Settlement: I would like this recliner replaced so I will no longer have this hazard in my house. It obviously is a bad piece with the amount of issues I have had with it. Bob's should admit that this piece should have been replaced when I called 6 months after purchasing it.

Business

Response:

Good Afternoon Mr. [redacted],

Thank you for selecting Bob's Discount Furniture for your home furnishing needs. Our records indicate that the sectional was delivered in March 2013 and the first time you contacted our office to express concerns with the mechanism was February 2014. As a result of your initial call we dispatched a Service technician to your home on, February 28, 214; the Technician indicated in his report that the armless recliner was improperly balanced on the floor with the front of it being on the carpet and back on the hardwood floor. At the time of the visit no defect was reported, therefore the Technician did not perform any restoration service. June 21, 2014, you again contacted our office, expressing concern with the mechanism. We dispatched a Technician to your home and during this visit he indicated that in fact the mechanism was bent, possibly due to a defect and recommended that we order a replacement.

In the event of a product defect we will attempt repair then parts and finally a replacement of the defective product, if necessary. I understand your concern as it relates to your young child; if you prefer I can exchange with armless recliner and void the goof proof plan, however, you must understand that we can not guarantee that there will not be any difference in the dye lot of the replaced item. This exchange will be a one time courtesy; the alternative would be to continue with the current part order and keep all warranties in tact.

Bob's Discount Furniture appreciates your business and apologizes for any inconvenience we may have caused.

Sincerely,

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,

Consumer

Response:

DC:

Review: [redacted]

Complaint [redacted] has been closed and Bobs did not honnor the settlement: We purchased a sectional couch from Bobs Furniture on 3/11/13 from [redacted]. Within the 1st year we had issues with one of the armless recliners. We had a service person come to the house and he said all the recliner needed was some grease. We continued to have an issue with the same recliner and had a service person come out 7/2/14 to take a look out it. Now the service person said the mechanism needed to be replaced. The service person put me on the phone with [redacted], a representative from Bob's who told me the part would not be in until October/November. I explained to him right now this recliner is dangerous and I am nervous because I have a 1 year old in the house. [redacted] said I should have bought the extended warrantee because I wouldn't have to wait. I told [redacted] the frame is under a 3 years warrantee as it was explained to me when I bought the piece; in addition this was the same piece I had an issue with 6 months after purchase. I am really nervous to have this dangerous piece of furniture in my house, it is a real hazard and I believe I shouldn't have to wait 4 months to have it replaced.

I would like this recliner replaced so I will no longer have this hazard in my house. It obviously is a bad piece with the amount of issues I have had with it. Bob's should admit that this piece should have been replaced when I called 6 months after purchasing it.

Sincerely,

Business

Response:

Good Afternoon,

We spoke with [redacted], yesterday 7/9/14 and processed the necessary paperwork to exchange the armless recliner on, 7/16/14.

Sincerely,

Review: Merchant offered a new mattress on their web page at a certain price.After purchasing the mattress I had to wait over a months for the product. When they finally called me to pick it up,the product was used and damaged.Merchant apologized for the mistake and instead of offering solutions tried to have my order cancelled. Their customer service department is unfriendly and not sensitive to their customers situations. From their regular service adviser to their supervisors. After the stores third attempt at trying to get me to take a damaged mattress, I finally came to the conclusion that Bob's was never going to honor their word and give me the mattress that I paid for.Furthermore, they were quick to cancel my order but issuing me my refund still to be determined.I had to call my credit card company and open a dispute against them.Desired Settlement: I would like for the company to fulfill what they advertize and provide me with a factory new mattress like they promised.

Business

Response:

Good Afternoon Revdex.com,

I have reached out to this customer directly on the phone

number he has provided us in this complaint. I need more details from him

regarding his claim to be able to assist him further.

Thank You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I contacted Mrs. [redacted] on 4/30/2014 and left her a message.

On 5/2/2014 Mrs. [redacted] called me back to offer her apologizes over the fact that I had to put a complaint against her business in order for someone to take interest.

After 20 minutes of dialog she offered to refund me my money, which is exactly what they have always done.

As I stated in my original complaint, this company never intended on providing the merchandise that they offered.

If it would not be for my credit card company stepping in and returning my money, I would be with out the merchandise and my money.

This company is a fraud . They use bait and switch tactics and do not care about their customer.

Furthermore their customer service department, if you can call it that is a joke.

Please look into their business practices and stop them form doing this to other unsuspecting customers.

Sincerely,

Consumer

Response:

From: [redacted]

Sent: Thursday, June 19, 2014 12:01 AM

To: [email protected]

Subject: Regarding Complaint ID: [redacted]

To whom it may concern,

I am writing to you regarding Complaint ID: [redacted] which I made on 4/23/2014 against Bob’s Discount Furniture.

I had stated that I wanted Bob’s to honor their agreement.

Fortunately for me I was able to find a mattress at a different business which I purchased.

Therefore I no longer want nor need anything from Bob’s Furniture except for them to issue me full refunds for the two canceled

orders that I had placed with them.

Furthermore I would appreciate it if you will look into their business practices to make sure that what they did to me does not happen

to other unsuspecting consumers.

Regards,

Business

Response:

Good Afternoon Revdex.com,

Our records indicate that [redacted] account has been fully

settled. We are not in a position where we owe [redacted] any further refunds

as of nearly a month ago. I have made certain of this with my Accounting

Department. We ask that [redacted] follow up directly with his credit card

company if he feels this information is incorrect.

We are truly very

sorry for the mistakes we made during [redacted] purchase and did make a

valid effort to make our failures right by our customer. I attempted to

personally help [redacted] and was abruptly turned down on several occasions by

[redacted] disconnected the calls I made to him and became increasingly

irate when I attempted to call back. [redacted] was very direct in providing me

with the impression that he did not want to hear from anyone at Bobs Discount

Furniture nor provide us the opportunity to earn his trust back in our

business. I do not deny that as a business we make mistakes and when a customer

complaint comes across my desk I view it as an opportunity to earn future

business that may have been lost.

Thank you for giving us the opportunity to reach out to our

customer and I am truly very sad that [redacted] would not allow me to help him

in the past.

Kind

Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Bob's discount furniture to date has not refunded me all of the money that they ow me.

Their customer service department is not customer friendly and they give you the run around.

To date the merchant still ows me $74.78 that they refuse to credit me.

Please assist me in recuperating my funds from this merchant.

Sincerely,

Review: Purchased furniture using RAC Acceptance inside Bob's furniture at the [redacted] location. I was slatted to move and talked to [redacted] the store manager about turning the furniture back in. She let me know that I was unable to and I kept the furniture and moved it to [redacted]. After arriving in [redacted] and reviewing my contract I realized I was in fact able to turn in the furniture and that she had lied to me as a consumer. I then reached out to the corporate office and stated my complaints and they directed me to [redacted] the district manager. After informing [redacted] of my interactions with [redacted] he let me know he couldn't help me either. Then the original call was escalated to the Regional Manager [redacted] was rude and said "I can't call my mortgage company and re-negotiate with them". I couldn't believe he said that. [redacted]'s actions caused me to move furniture I didn't want to move 2400 miles to the cost of $3600 and while making payments on it. That means to date I invested $6600 in payments and move fees and the furniture is still not paid off. Lying to your customers to keep their business is a pretty poor practice. Something needs to be done about the lack of leadership poor decision's made by the upper management team out of **.

Product_Or_Service: FurnitureDesired Settlement: DesiredSettlementID: Other (requires explanation)

My payoff amount still is $1351. I would be willing to settle this account for $500 just to move on at this point.

Business

Response:

Good Afternoon Revdex.com,

We are truly very sorry that our customer has had any type

of negative experience with our partners at ‘Acceptance Now’. I certainly can

understand his frustrations and I assure [redacted] that Bobs Discount

Furniture does care about his concern.

I have just finished speaking with [redacted], from our

Acceptance Now [redacted] desk; she has informed me that her company has

already submitted a settlement offer to this customer. [redacted] was very shocked

to learn of the Revdex.com complaint because she indicated that [redacted] has not

made contact with them to discuss the already offered resolution. While I absolutely

do not intend to pass [redacted]’s concern off, Bobs Discount Furniture cannot

overturn or discuss offers that have been presented to our customer by another company.

I apologize again for the lack of care that [redacted] alleges he was met with

while seeking to resolve his complaints and I wish there was more Bobs Discount

Furniture could offer to do for him directly. [redacted] is currently awaiting

[redacted]’s phone call to discuss the settlement offer that is open to

resolve this concern.

Kind Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased a king size bedroom set from Bob's Furniture in 2010. Since then the slacks on the bottom of the bed have given way. They sent someone out to replace the slacks, however, they sent someone that didnt bring the proper slacks. The slacks that were sent were durable enough for my huge king size bed. I called them again to have someone come out to replace the slacks and they gave me such a hard time...and said there was nothing they can do. They are now sending someone out and hopefully the slacks will be big enough that I won't have a problem again. I think since I've purchased so many things in the past with Bob's the would at least be considerate. I've purchased my bedroom set, a set for my both my sons, my daughter and my livingroom set. Its so unfortunate to have to go through this being a loyal customer.Desired Settlement: I would like my bed replaced!!

Business

Response:

Good Afternoon [redacted],

I am

extremely sorry that you were met with such a lack of care while seeking

resolution to your concerns. I assure you that we genuinely care for every

single customer who chooses to spend their hard earned money with us and have

the appropriate actions in place to resolve your concern.

I have just

finished speaking with our Service Management Team and they have verified that

our technician will have the proper education and tools available to him to

complete your requested service tomorrow (6.4.2014). As your bed was originally

delivered in June of 2010 you are very far outside of your factory guarantee period

through Bobs Discount Furniture and I promise you that we are applying a vast

amount of consideration as a business by offering to complete this new installation

at absolutely no charge to you.

It is appalling and quite embarrassing to me

that you had to deal with any pushback during the process of getting your

original service call rescheduled and I will ensure that the obvious coaching concerns

we have are addressed. I thank you for bringing your concern to our attention

so that we can improve our customer’s overall experiences.

Please let

me know if there is anything else I can be of assistance with and I look

forward to satisfying you tomorrow during your scheduled service call.

Kind

Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Bob's Furniture stated that "I'm very far outside of your factory guarantee period through Bobs Discount Furniture", I have the "Goof Proof" insurance that is through 2015. I truly believe that Bob's Furniture will go the cheapest way out instead of doing things the right way. Its very incovenience to have to take days off of work each time they are out for a service call.

Sincerely,

Business

Response:

Hello again

[redacted],

When you

made your purchase in 2010 Bobs Discount Furniture did not sell the same Goof

Proof Plan we sell in today’s marketplace. The plan you purchased in 2010

covers you for five years of accidental coverage through a third party company

and did not extend the Bobs Discount Furniture Guarantee of one year.

I do

understand that it is an inconvenience to you to take time off of work when you

have product concerns to deal with however Bobs Discount Furniture has been

providing you with services (parts and labor) at no cost. We are directly

covering the cost of sending our professionals to your home to repair your

merchandise outside of its warranty with us. I must disagree with your notion of

“I truly believe that Bob's Furniture will

go the cheapest way out instead of doing things the right way.”

The facts show that we have

been doing the right thing and taking care of our customer’s concerns even when

we as a business stand to actually take a loss of monetary value. I apologize

that we haven’t been able to earn your appreciation for our services and look

forward to being able to satisfy you in the future.

Kind

Regards,

Bobs

Discount Furniture

Corporate

Customer Care Liaison

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: I am filing a complaint for my dad. After informing the sales person of the specific product I needed I was encouraged to make the purchase of a power lift recliner at Bobs furniture. The model in the store we purchased was not delivered,but a similar broken chair was. The repairman sent a new one within a week. This chair does not recline all the way back as the one in the store did. It is a poor quality uncomfortable chair that is not matching my dads needs. I gave up on first attempt to ask for refund,After 5 hours of automated looping on the phone to complain and ask for a refund.I made calls twice a week and there isn't a direct extension for complaints or returns. The automatic looping brings you back to the beginning each time. The saleswoman insisted we could reach her for any help or questions and wrote an extension number to call. That is also an endless loop.I finally reached a person this afternoon ([redacted]) by using an auto prompt not fitting my need,who boldly stated once the chair is signed for on delivery you own it,and there isn't a complaint or return policy. I explained that you cannot know when delivered if it is an agreeable product and then I politely insisted there must be some avenue to for consumers that have been mislead or have complaints. I was assured there was not. I repeated my complaint to which he said he would send a repairman out and that I was not eligible for any other resolution to my complaint. I am astonished this business practice is in operation!Desired Settlement: This product is not meeting the needs of my elderly sick father as represented by the salesperson. I was told it was a better quality than is, is not a "zero gravity" chair, and does not lay out like the store model did. I want a full refund. I could not reach anyone on the day it was delivered or the five days after. I have been calling once a week to resolve since. I do not have the delivery form with me now buy will supply all the details along to verify purchase.

Business

Response:

Dear Revdex.com,

Please pass on our deepest apologies for any inconvenience we may have

caused this customer or his father during their overall experience with us.

Regretfully I am unable to locate any account information that matches

this consumer’s complaint within our internal records.

I have looked under the name, phone number, and addresses provided here

and find no records. We are more than willing to look into this claimant’s

concerns further however we first need to verify multiple points of occurrence

and merchandise prior to being able to respond directly through your mediation

channel.

Can you please ask the consumer to verify the invoice number (order

number) associated with their father’s purchase so that I can proceed in

assisting on this complaint further? They can locate this order number

via the sales receipt provided at the time of purchase.

If the invoice number is not readily available please ask if the

customer can provide the original delivery address for this merchandise or his

father’s name and phone number so that I can access these records.

We ask that the customer responds to us thru this Revdex.com channel so that your

efforts in excellent mediation assistance are not wasted.

Review: My Dad and I spent considerable time in the store trying power recliners and identified only 1 that may work for his specific needs. He's partially disabled and his right arm is paralyzed. His legs are weak as a result of a stroke so the power recline feature is the solution we've found. He spends about 23 hours/day in his recliner.

He was completely drained from having exerted so much energy in the store on 9/6/2014. The salesperson knew all the requirements and assured us that we could get a refund if we got the chair home and it didn't suit his needs. Since this was an expensive purchase of almost $800, Dad was hesitant. Salesperson was reassuring and having been a satisfied Bob's customer for over 10 years, I trusted that we could have the chair delivered and receive a refund if not satisfied.

The chair was delivered the next week and after less than 1 week the chair broke (footrest). The controls are on the right armrest (right arm is paralyzed). Dad can reach the controls w/his left hand while he is upright but once he lies down he's unable to reach the controls to "de"-cline. The arm rests on the chair are unusually high and are causing cramping in Dad's shoulders and back.

I called Customer Care to request pick-up and refund and was sternly told by 2 people that they have a no refund policy. I was offered a store credit and since we had purchased [redacted] protection, they could schedule a repairperson come to the house. I declined the repair since we aren't going to keep the chair. I declined the store credit because as I stated, there are no other options in Bob's store that would be of use to my father. I asked to speak to a manager and was transferred to the [redacted] store. I spoke to a manager who was sympathetic and said he'd talk to a General Manager and call me back the next day. He did call back the next day (9/19) but we weren't able to connect. I received a call on 9/20 from Robert, "one of the managers" in [redacted]. He stated he talked to the salesperson who remembered us and our purchase however, she denied telling us we could get a refund. After going over everything I've stated above, he said he knows his salesperson and he doesn't know me so he takes her word over mine. I asked for a different manager and he said no one else would give me a different answer. I stated I would be contacting the media for help resolving the issue and he said "do what you have to do".

I have tried to call the Corporate Customer Cr today and was on hold for over 20 minutes. I work FT and don't have time to spend on hold waiting for what I expect to be the same unsatisfactory result.

My Dad purchased a power recliner from Bob's 4 years ago w/out problem. Over the past 10 years my husband and I have purchased the following from Bob's and been very happy: 2 twin mattresses, 2 twin storage beds, 1 recliner, 1 dining room table, 6 dining room chairs, 1 queen bed, 2 large dressers, 2 nightstands, 4 lamps, 1 sofa, 2 living room chairs, 1 ottoman, 1 coffee table, 2 end tables.

I would truly appreciate your help resolving this so that my Dad may find a power recliner elsewhere. Thank you so very much!Desired Settlement: We are requesting a FULL refund of $765.23.

Since we tried every power recliner in the store, we are not interested in a store credit for a different chair. Dad NEEDS a power recliner and Bob's doesn't offer one that would be satisfactory. We would like a full refund of the price paid including the [redacted] protection we paid for. Ordinarily I wouldn't expect delivery fees to be refunded BUT given the hassle this has been and the treatment I've received from Customer Care and the Store Manager, [redacted], if delivery fees could be refunded that certainly would be appreciated.

Thank you in advance, Revdex.com.

Business

Response:

Good Morning Revdex.com,

We consider this complaint closed as resolved as the

customer’s desired settlement request has fully been met. I personally

apologize for the frustration our customer has been through in seeking

resolution for this obvious concern. I further apologize for the lack of care

and empathy applied when she has tried several times to directly resolve this

with our business. Bobs Discount Furniture sees it fair and appropriate to work

above and beyond our written policies in this circumstance and provide our

customer and her father with the resolution sought. I have left a message for [redacted] on the phone number she provided to the Revdex.com asking that she contact us to

schedule the removal of this recliner.

We are unable to process any monetary refund until the

recliner is physically removed from our customer’s home and returned to our

distribution center. I have placed an expiration date on this refund credit for

11.30.2014 in the case that [redacted] father needs to continue to use the chair

while procuring another chair that better suits his needs. We most certainly do

not want to cause any more negative impact on our customer’s life than we

already have.

Thank you

for the opportunity to make this right,

Bobs

Discount Furniture

Review: Prior to buying my home in the state of [redacted] , I had gone to the store in [redacted] to set up my delivery in the state of [redacted] where my new home was. I had my furniture delivered January 23rd 2014. I had problems with the beds slats and feet. I had called in January 2015 to set up for repair of the bed. they had an apt set up for February 2015. I had an emergency arise where I needed to post pone the apt. I then made an apt for march 26th 2015. I called around 1 pm and was advised that they had cancelled my appointment and stated that my product was out of Warrenty. When I spoke to the person who had made my appointment I was advised that it was all covered and there would be no cost to fix the bed. I called back multiple times and spoke with multiple people that were all unable to help me with my situation and was unable to transfer me to a higher ranking bobs consumer care specialist. I understand that there was a 1 year expressed warranty to the furniture, however being a resident in the state of [redacted] there is implied warranty that clearly states that a merchant/ manufacturer is obligated to repair or replace a product that is defective within four years of purchase or reasonable life of the product. I think we can all agree that a bed should last longer than 16 months. I would like to have this matter resolved.Desired Settlement: I would like my product to either be serviced or replaced with a non defective bed.

Business

Response:

Good Morning Revdex.com,

We certainly apologize to our customer for any confusion that may

have been caused by our Customer Care Offices. Our records indicate that we are

scheduled to service this customer’s merchandise on 4.23.2015. The customer has

spoken to a member of our supervisory level regarding this matter and we

certainly plan to honor the service arrangement we have reflected for

4.23.2015.

As a business we reserve the right to determine what the cause of

concern and condition of this merchandise is prior to making any further determination

of possible options for courtesy recourse. As the customer has indicated there

were no issues reported to us within the expressed warranty period and

regardless of the fact that we are more than willing to offer service labor at

no charge outside of that warranty period, it is reasonable and should be

expected that service labor applies to repair of a defect. Should the item have

deteriorated due to abuse or wear and tear the current effect is regretfully

beyond the control of our business.

Our technician will make every effort to repair the merchandise should

the cause of concern be determined to be the result of a factory defect. The

technician will also contact our Customer Care Offices prior to exiting the

residence to report to us the outcome of service; we look forward to speaking

with the customer directly at that time.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison