Bob's Discount Furniture

Review: I purchased the Kendall Sofa on September 2012 for $449.00 and purchased the Goof Proof Kit for $69.99 thinking my couch would be covered for 5 yrs. BUT to my surprise neither Bobs or [redacted] will repair or replace the two back cushions, the 2 back cushions are in need or replacing, the zipper is broken and both pillows have tears in the fabric and a small rip on the back of the inside of the couch. So on Oct 9 I called [redacted] at their 1-800 number and informed them of the problem and they informed me this was manufacture problem. I proceeded to visit Bobs store in [redacted] on October 11. I spoke to a customer service tech and she said I need to set up an appointment with Bobs Furniture. She called the 1-800 number to set up a date for repair/or replacement.... The gentleman on the other end of the phone (his name was [redacted]) told me my manufacture warranty ended last month but he would give me an 12 month extension for free if I acknowledged that I agreed and which I did (this call was recorded you can review this call to see Im correct). Someone from Bobs came to my house today October 17 and met with my husband as I was at work. This man was in the house a total of 5 minutes made a phone call and handed the phone to him where a woman said that it wasnt covered. My husband called me at work and told me what happen I was upset and after work I went to Bobs in [redacted] with my cushions in hand and spoke to the Manager [redacted]. I told him the run around Ive been getting with [redacted] and Bobs Furniture. Mr. [redacted]s Assistant called [redacted] for me and put me on the phone, the lady on the phone would not set up an appointment with me. I told her I wanted an appointment and if she couldnt set one up I wanted to speak to her Manager. She told me to call back another time and I told her I wanted to schedule an appointment NOW. She wouldnt and she hung up on me (VERY Unprofessional ) Mr. [redacted] did take a look at both cushions and said they should be replaced and he informed me to send this email because there wasnt anything he could do. This is the first time I ever heard of a Manager that cant help with a problem. Ive been a long time customer with Bobs Furniture and I hope this can be resolved to my satisfaction. If this cannot be resolved, I will have no choice but to file a formal complaint with the Attorney Generals office consumer protection division. Thank you,Desired Settlement: I would like a refund on my couch and also on the extended warranty plan called GOOF PROOF

Business

Response:

Good Afternoon,

I spoke with Mrs. [redacted] on, 11/4/13 and she explained that her concerns were previsously addressed. On 10/24/13, Mrs. [redacted] was given the option to return the sofa for store credit minus a 10% usage fee; She accepted the offer and used the credit to purchase a desk and file cabinet. Delivery and pick up of the merchandise is scheldued for 11/23/13, once complete Mrs. [redacted] states her issues will be resolved to her satisfaction.

Review: I purchased the Braxton sofa bob-o-pedic and the braxton loveseat on 10/02/13. It was delivered a week later damaged but I didn't notice it until a couple of days later. I went to the store in [redacted] and was told that they would send a tech to repair. Tech came out on 11/5/13 and said the furniture was repairable but I no longer want the furniture. I went back to the store and spoke to the store manager and wanted exchange for a different kind. He then told me that he was unable to do that and he wanted me to keep the same kind that I had. Bobs store would not satisfy my request as a loyal (previous) customer and so I decided to make a complaint to the Revdex.com. All I want is to be able to exchange the furniture (including damaged piece) for another living room set. I no longer want that set and would just like Bob's to honor that. Their furniture was delivered damaged and in addition to that I no longer want it fixed or replaced with the same type. I just want to be able to choose another set or get my money back so I can take my business elsewhere. I would like Bob's to stand behind their product and do the right thing.Desired Settlement: I would like a refund of my money that I paid for the furniture OR to be able to exchange for my choice of living room furniture. I no longer want that style.

Business

Response:

Good Afternoon,

I spoke briefly with Mr. [redacted] on, 11/18/13 because I was unable to locate the purchase noted in the complaint. Mr. [redacted] has my direct number and will call me back tonight or this evening with his order number; I will then research his account and follow up.

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: 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: 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: 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: 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: 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 went to Bob's Discount Furniture on 7/19/2014 to get furniture, I pickout what I wanted which was a sofa and a recliner, I wanted to start establishing credit and Bob' qualified me through what they call AcceptanceNow Program where I would put money down and pay over time until my purchase was paid for.I put down $360.00, and was told that befor delivery I needed to pay $110.00, I agreed and paid the $110.00 on approximately 7/21/2014, and my furniture was to be delivered on 7/31/2014.My furniture was delivered on date specified, after the delivery, I decided to try out the (chair) recliner at this time I found that once the chair was in recline position it would not release back to sitting position, I immediately called Bob's back and explained what happened they got me to customer careI spoke to "[redacted]" who at first told me that he could not get anyone for another week I explained that I was having surgery on8/4/2014, this was the reason for buying the recliner.I have called several times to get this recliner removed from my house and have gotten the runaround eacch timeDesired Settlement: I would like refund on recliner and prorated finance charges from 7/31/2014 until the day that they remove recliner from my house.

Business

Response:

Good

Afternoon [redacted],

I

apologize that you are dissatisfied with the swivel recliner you selected from

Bobs Discount Furniture and I assure you that we consider our customers to be

the most important part of our business.

Our

records indicate that any factory defect concern you originally had with this

recliner was resolved on 8.02.2014 when we dispatched our service technician to

your residence. I am so sorry that your product arrived with any concern but I do

see that we worked to please you by resolving this concern for you just a

couple days after the initial delivery date.

Due to the

purchasing agreement you entered into with the ‘Acceptance Now’ company Bobs

Discount Furniture is unable to approve a return for refund or store credit on

any of your merchandise. You are currently paying ‘Acceptance Now’ for this

recliner and the ‘Acceptance Now’ company is the current owner of this product

as your lease to own agreement indicates. I did call and speak with an account

representative at the ‘Acceptance Now’ location you purchased from and they

have agreed to offer you a store credit based on the full retail price of the

recliner so that you can come back into the store and select another product at

the same price point that will satisfy you more. I am truly sorry but per the

guidelines you agreed to at the time of sale you are not permitted to return a

partial amount of your sale for a refund. As Bobs Discount Furniture is a separate

business from the ‘Acceptance Now’ company we are unable to make changes or

approve exceptions to any of their current operating practices. I do feel that offering

you a store credit to select an item you are happier with is a fair and

appropriate offer for resolution and I hope that can see this in the same

light.

I have

placed the store credit of $299.00 into our system for your use and ask that

you contact your ‘Acceptance Now’ desk directly at ###-###-#### (Credit

number: [redacted]) should you have any further questions about making your

new transaction happen. The account representative indicated to

me today that they have actually been waiting for you to come into the store to

make a reselection and are now aware of the active credit we have populated in

our system for you. This credit will expire on 10.20.2014 and due to the

product concern you reported on day of delivery Bobs can help accommodate you

by covering the cost of delivering the new item you select with this credit on

the same date we remove the current recliner that is in your home.

Kind

Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I explained to this store that I was having surery on 8/4/2014 and it would be impossible to come to to this store, after my surger I am having more medical problemsand will not be able to come in to store, I had suggested that I pick from website and put my purchase in basket and resolve the matter this way and was told no that I could not do this, that I had to come into the store, so I guess that I will have to pay for a useless pice of furnitur from Bob"'s and gurantee that I will never buy anything else from this merchant.

Sincerely,

Business

Response:

Good Afternoon [redacted],

I absolutely understand your circumstances and I am very

sorry that we are not able to offer you a way to make your selection online.

Due to the way you purchased this we would need you to sign paperwork regarding

the terms and conditions of the leasing agreement you are making changes to. As

Bobs Discount Furniture is a separate company from Acceptance Now we are unable

to overturn or make changes to their company policies or procedures. The

reselection credit does not expire until 10.20.2014 and I am sincerely hoping

you are feeling better by that time and can make it into our showroom. If you

needed an extension period added to this credit because of medical concerns we

can certainly discuss that with you if you contact our Customer Care Call

Center at ###-###-#### and tell us what date you feel you may be able to make

it into our showroom. Another suggestion I have is calling Acceptance Now and

seeing if they will agree to fax you the new paperwork after you tell them the

item you want to reselect to. You may be able to sign it and fax it back to

them if they are willing to accept this option.

I am so sorry for your disappointment again and truly wish

there was more Bobs Discount Furniture could do for you directly.

Thank You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: Last year I purchased a piece of furniture that came damaged and delivery was delayed multiple times. As a result I was given a credit for 104$ . I received half in the mail as a gift card and half on a store credit in the computer which I confirmed with customer service in jan2014. I purchased a 1600$ dining set this Wednesday and the credit in the computer didn't show up. After calling customer service they promised it would be in the system within 24 hours and applied so my merchandise could be delivered for Tuesday as promised. The following day they called to say that it would take 5 days to apply the credit and schedule delivery ( meanwhile they have already charged my credit card the 1500$ balance and have been earning interest on my money since Wednesday) I called customer service and after an hour on the phone I was told that a "Supervisors supervisor " would personally resolve the issue by close of business Friday. Friday night I call them because now I haven't heard an thing and I sit on hold for an hour to be told that everyone is gone for the holiday weekend so my credit won't be applied until next week and then they will schedule my delivery. I said to cancel my order as I will never shop at bobs again and that I wanted the entire credit mailed to me in the gift card so I can give it to someone else. She said that it can only be a store computer credit and then put me on home again to transfer me to the store to cancel my order. I eventually had to hang up and the order is still pending.Desired Settlement: I want the issue resolved first thing Tuesday morning without me calling you again and the merchandise delivered first thing Wednesday morning or the entire order cancelled and the entire amount of the credit mailed to me in a physical gift card since I do not trust that these Credits actually exist in the computer. I also want an explanation as to why this "supervisors supervisor" didn't do their job. I also think that shipping should be waived now as compensation for my time/stress.

Business

Response:

Good Afternoon Revdex.com,

I have spoken to [redacted] today and apologized for the

terrible experience she has had with us thus far. We have corrected our

accounting issue and [redacted] has agreed to take delivery of her dining room set

on 9.04.2014 (this Thursday). I will be personally following up with [redacted] after

her delivery on 9.04.2014 to discuss a further form of monetary apology for the

lack of care and follow up that [redacted] received from us while making her new

purchase.

I have also provided [redacted] with my direct contact

information so that she may receive the best care possible and the direct

attention her concern deserves.

Thank you

for the opportunity to make it right,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: For more than three months I have been complaining about the bed and the fact that is not sturdy and that the bed had fallen twice. No one ever came and I kept complaining and finally someone called but the account number was "not found". Finally this Saturday September 20 a technician came. I have informed that the bed was not set up due to the fact that is unsafe and I don't want to get hurt or hurt my dog that sleeps under the bed. The customer service representative told me that I have to set it up to help me. I asked that I get a written notice that Bob's will be responsible for my medical bills if I get hurt or my dog if the bed fall since they want the bed set up. [redacted] said that she can't do that. I tried to explain to the technician who was not willing to listen that I had to get an used bed from [redacted] since I need a bed to sleep. This is an ongoing situation and they just don't seem that they want to help. I told them that I want the bed out of my house because is not safe and I don't want to use it not even once because is not safe. The first complaint was that the mattress was sinking. When I made the purchase I did not wanted to buy any protection due to my bad past experiences but Bob's managed to shovel it and when I realized it was on the account. Now they don't want to honor it. The technician is not willing to listen and neither was the customer service representative named [redacted] dared to say that I place the request 5 days ago (when I talked to her on Saturday September 20). Also the technician told me that he had been at my place a few weeks before. First if he really did he went to the wrong apartment because when I opened the door he was coming down from the third floor ( I knew that he was here because I saw the Bob's truck outside through the window and my dog was barking). And how is that possible since [redacted] told that I placed the request 5 days before. Someone is not telling the truth and or they are trying not to help me. I don't want the bed anymore because that bed is not even a year old and is giving problems. Bob's customer service is the worst.Desired Settlement: I don't want the bed. I want credit for the bed and even for the maybe the entire bedroom set since the drawers get stuck also. I wanted to keep the the other parts of the of the bedroom set but I see that the quality of the bedroom set is poor. I am happy with my dinner table. I am paying for a really bad quality bedroom set and especially the bed and mattress. The mattress began to sink about four months ago and we informed the store but of course no one responded. This is an ongoing problem and I feel stranded. I want to use what I have paid towards the dinning table.

Business

Response:

Good Afternoon Revdex.com,

Please pass on my apologies for the disappointment our

customer is experiencing with the product she selected. I assure our customer

that we have been addressing this concern to the best of our ability since we

were made aware of it. While this furniture was bought at a Bobs Discount

Furniture location and Bobs has been offering the customer service on this

product we have not collected direct revenue from [redacted] because she entered

into a ‘leasing agreement’ with a third party company named ‘[redacted]’.

This customer is currently paying a monthly fee to the ‘[redacted]’ company

to lease this product. This is clearly stated on the paperwork [redacted] signed at

the time of sale along with the specific number of payments [redacted] will have to

make in order to fully own this product. Bobs Discount Furniture is not

permitted to make offers of credit to ‘[redacted]’ customers unless there

is a manufacturing defect present within their merchandise. We have been out to [redacted] residence several times and have not been able to properly inspect her

bed to determine if a defect is even present.

I am honestly very perplexed by the nature in which this

complaint has been filed with and I have listed the history our records

indicate (below) for your review. I believe just listing this history will

address many of the customer’s statements however it also presents a few questions

that I request you pass along to our customer. Due to the nature of this

complaint and the overall history with the last month feel it pertinent that

all responses between the customer and Bobs remain in a written form.

Date of Delivery: 11.07.2013

First Report of Concern: 8.25.2014 – The customer

told us that the mattress was sagging and that the bed

(headboard/footboard/railings) was loose and shook a lot.

Please note: The bed had

previously been used for 9 months with no report of concern.

First visit to customer’s residence (the next day):

8.26.2014: Our technician reported that there was no apartment number

listed on his paperwork. The technician called us and said that he knocked on

all three doors within the building and only the folks on the third floor came

to the door stating they were not expecting a service. We then called the

number that was placed on this account during the time of sale by the customer (###-###-####)

and we were unable to speak with anyone or leave a message.

Question for the customer: If

this is the day where you are stating that you saw our technician’s vehicle,

the dog was barking, and he was coming from the third floor why did you not

flag him down and explain that you were the person expecting service or answer

the door when we initially knocked?

The following day -8.27.2014: Our records clearly

indicate that the customer called us and reported the same scenario she had on

8.25.2014, we scheduled another service visit (with customer on the phone) to

her home to help with this concern on 9.04.2014.

2nd Attempt at service – 9.04.2014: Our

technician arrived to the residence and could not get into the building as the

main entrance was locked at this time. The technician called into our office to

report this and we attempted to call the number we have on file for this

customer (###-###-####) twice, our records indicate that we left two messages

for the customer as well. We were forced to move our technician on because we

were unable to gain access to the residence to perform the service.

Question

for the customer: Should we be updating the phone number you have listed on

this account as it differs from the one you have listed to the Revdex.com?

9.08.2014-Attempted to call customer from our Customer

Care Office to reschedule service appointment as we had not heard back from her:

Our records indicate that this call was made at 8:09pm to (###-###-####)

and someone picked up the phone and hung up on our caller.

9.10.2014-Attempted again to call customer from our

Customer Care Office to reschedule service appointment as we had not heard back

from her: Our records indicate that this call was made at 2:25pm to (###-###-####)

and we left a message on the machine for the customer asking for her to call us

back and reschedule.

Question

for the customer: Should we be updating the phone number you have listed on

this account as it differs from the one you have listed to the Revdex.com?

9.15.2014: Our records clearly indicate that the

customer called us and reported the same scenario she had on 8.25.2014 &

8.27.2014. We scheduled another service visit (with customer on the phone) to

her home to help with this concern on 9.20.2014.

Please

note: This is the logged call and proof that the agent “[redacted]” was referring

to when she explained to the customer she had called us five days prior to the

20th.

3rd Attempt at service – 9.20.2014: Our

technician arrived to the home and reported to us that the entire bed

(headboard/footboard/railings/mattress) had been disassembled and pieces of the

bed were lying up against the wall. Our technician had to be moved on as there

was no way for him to complete a repair or determine a defect in the bed or

mattress. A technician cannot correctly reassemble a queen size bed on his own,

which is why we send at minimum a two man team out to make deliveries and assemblies.

Please note: We have no way of determining

if there is a factory defect within the bed or an issue with the way we

assembled it unless it is in the same condition as we left it on 11.07.2013.

There is also no way to correctly measure if a mattress is sagging or is

defective unless that mattress is receiving the proper support of a bed frame. Please

also let it be known that this customer never disclosed in any previous

conversations with us that the bed was not assembled nor was she instructed by

us to disassemble her bed. As we had not been permitted inside the residence,

other than the initial assembly of the bed in Nov. of 2013, we have no idea how

long this bed had been unassembled for.

Customer called us back on 9.20.2014 (Later that same

day): At approximately 6:50pm the

customer called and reported to us ‘Bed rails are very loose and wobbly’. Again

we scheduled another service appointment with the customer. This service is

scheduled to occur on 9.27.2014 (this Saturday) and the original number the

customer provided us (that hasn’t been working) remains the only number on the

account. I am going to alert the service order with the phone number the

customer has listed to Revdex.com as a precaution. We are scheduled to arrive to the

residence in between the time window of 10:51am – 12:51pm on 9.27.2014.

Question for the customer: Is the bed

currently reassembled to the state it was in prior to it being unassembled in

your home? If the bed is in the same condition it was previously in on

9.20.2014 we will be unable to determine if the bed or the mattress is

defective and we will be unable to try and help our customer move forward on

resolving this concern.

We sincerely wish to help our

customer and have been diligently trying to assist her in resolving her concern

since the moment it was reported to us. I apologize to our customer again for

her disappointment in the product; we must be able to determine that there is a

factory defect present on this bed in order to move forward with this concern.

As per the warranty guidelines we will service this bed to manufacturing standards,

if the bed is deemed unrepairable by a factory trained service technician we

will offer a replacement under the warranty at that time.

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: 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: I purchased a recling leather love seat from Bob's and the piece of mind five year extended Goof Proof Plus warranty. The warranty was sold to cover both accidental damages and factory defect. The leather began to be discolored and a mechanical issue also developed. I followed the instructions and after receiving the run around for two weeks spoke to a representative from Bob's who explained his supervisor informed him that there was no further recourse the pictures I sent them indicates it was the Cow's fault and there was no further recourse. They did not comment on the mechanical issue.Desired Settlement: When I first contacted Bob's I would have been perfectly happy with a replacement or store credit. However, after the stress and emotional angst caused by dealing with them, their attitude and failure to honor the terms of the warranty I desire a full refund including all applicable taxes and the cost of the warranty.

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. As the customer

has indicated there are two parts to the ‘Goof Proof Plus Protection Plan’, one

side is honored by a company named [redacted] is their parent company)

as outlined on our general sales flyer and the other side is honored by Bobs

Discount Furniture Directly. Again we apologize for any frustration the

customer is experiencing however our direct records do not fully indicate that

this customer has attempted to rectify their concerns with our business.

For example, the customers account shows mention of a call to us

on 1.16.2015 advising us that there was a concern with the leather on the

loveseat and he planned to send in photos and call us back. When I look through

the customer photo inbox today (1.30.2015) I find no pictures received from

this individual. It is also part of our normal processes that once customer

photos are received into this inbox, a customer care representative is assigned

to make an outgoing call to the customer within 24-48 business hours to discuss

our Service Manager’s review and determination of the photos received. As the

last recordings of speaking with this customer were entered on 1.16.2015

(indicated above) this leads me to believe that we were never in receipt of

this photos.

I looked into [redacted]’s recordings this morning and their records

show the customer making report to [redacted] regarding the mechanical concern with

the loveseat however I do not have any evidence to support the customer

advising Bobs Discount Furniture of this concern.

I assure you and the customer that the customer’s merchandise is

covered directly by Bobs Discount Furniture for manufacturing concerns through 06/05/2018.

Had the customer educated our Customer Care Agent of the mechanical concern on

1.16.2015 we would have set up an appointment to dispatch one of our factory

trained professionals to this customer’s residence as soon as possible.

As outlined on our sales invoice we will schedule one of our

Service Technicians to inspect the item and service it to factory standards at

no cost to our customer. If the Service Technician determines that the factory

defect is not serviceable, we will replace the affected item, one time. If the

item is no longer available, the customer may reselect to other merchandise or

we will refund the purchase price. In the event of a reselection we will charge

or credit the customer for any price difference between the original and the

re-selected item. Normal wear and tear or customer-caused problems are excluded.

At this time it would benefit our customer most to contact our business

directly so that we can gain all the appropriate information and schedule the

initial service appointment for the mechanical concern (while the technician is

in the home he can also review the leather concern should the customer wish)

the customer alleges to be experiencing.

As a business we are more than willing to help our customer directly

once we have been provided with all the appropriate information. We are available to our customer via telephone

at [redacted] (Mon – Sat 6:30am -8:00pm).

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

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: 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: bought over $4,000 in bedding on 7/29/2015 what I was shown at the store was not what was delivered. When Call store to complain about the issue I was told that the sell person input the wrong information. In order for me to get the bedding I was shown It would cost me an additional $700, all they said they could do is refund my delivery charge of $229.99 and that will take 3-6 business days after the bedding has been delivered. It sounds and fills like bate and switch.Desired Settlement: Since it was not my fault that the error occurred I don't fill like I should pay an additional sum, I fill like I am rewarding the store and the sell person by an increase in my purchase.

Business

Response:

Good Afternoon [redacted],

We sincerely apologize for any

miscommunication that occurred during the time of sale to cause us to write up

one king mattress instead of the two you allege to have confirmed with your

salesperson. Bobs Discount Furniture does not support or practice deceptive

sales techniques like the one you have listed here. I assure you that from the

start you have been receiving the exact merchandise you were charged for. While

we remain regretful that the purchase of two mattresses differs in cost from

the purchase of one mattress we have worked above and beyond our normal

procedures to provide you with a genuine form of our apology.

As a business our main focus is to get

you the product you purchased in good condition and any additional form of

compensation after the original agreement has been fulfilled is at our business’s

internal discretion.

Normally we offer any type of additional

apology in the form of a Bobs Discount Furniture Gift Card because as a retailer

we understand the importance of earning our customer’s trust back and proving

to our customer that sales failures are not part of the normal daily operations

that have helped us grow to be one of the largest furniture retailer in the

U.S. We also wish to provide our customers with a tangible item as a further

form of apology rather than just committing to the act of pacifying someone

with a monetary amount.

Our retail location took direct ownership

for the mistake that occurred and provided you with a $229.99 refund to your

original method of payment as compensation for our sales error. At this time we

stand behind this offer of apology as adequate however due to the frustrations you

are expressing, we will make an additional offer of apology to you in the form

of a Bobs Discount Furniture Gift Card for $75.00. Should you wish not to

provide us with another opportunity to deliver merchandise we can understand

the reasons why in this scenario and have several cash and carry items that can

be taken from our Showrooms or pit locations as our free gift of apology with

use of this gift card.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: First of all I recent the fact that you called this an allegation if you have cameras watching your sales floor,f you can go back to that day you can see for yourself what she showed us, second of all the accessories that were purchase were for twin XL base and the paper work that I signed has dual King mattress not one king mattress. It seem like someone would have question this order or at least check it before it went out. The other thing is that I did not get made the offer to refund the $229.99 delivery charge until I asked your store to come and pick-up their bedding. I may have made a different choice if I was told it would have cost me an additional $749 at the time of my purchase. I have been in sales before and I know that people make mistake but when I was in sales if you make a mistake the sale person toke the brunt and not the customer. It was not a mistake that I made.

Sincerely,

Business

Response:

Good Morning [redacted],

It was certainly not my

intention to make you communicate any feelings of resentment. Regardless of the

fact that the definition of “allegation” is properly displayed from your

initial account of occurrence, we as a business have taken responsibility for

the concern based on your report alone. It is quite common that customers

select the adjustable bed and choose one king size mattress (the bases have the

ability to be hooked together underneath the single mattress). The “dual”

listed in the description of your mattress that you see on your invoice denotes

that one side is a firm comfort level and one side is a plush comfort level of

gel memory foam, it does not describe the physical split to two mattresses. We completely

understand how this can be very confusing to you as a consumer and that is why

we not only corrected your concern but further compensated you for our mistake.

Essentially we refunded you $229.99 taking money off the cost that was owed by

you. As a business who believes in operating fairly for all consumers alike we

are unable to further discount product that has been delivered in good

condition.

Should you prefer our

second form of apology in a refund to your original method of payment instead

of the Bobs Discount Furniture Gift Card originally offered we can do that as

an upgrade to our original response ($75.00 back to your credit card). This

offer combined with what has already been done is one we stand behind as a fair

and adequate apology for this concern.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate

Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The allegation is that I walked into your store in [redacted] the sales person approached us asked us what we were looking for we told her she showed us what we asked for gave us a price and then your store sent out something other then what we were shown. Now you now giving us a description of what your terminology means on your invoice. Still how do you explain the purchasing of accessories that did not fit the bedding that your store first sent out. Bed Prot-Twin XL Best Pkg. which consist of goof proof twin extra long standard bed, goof proof twin extra long encased bed . Your product was delivered in good condition it was just the wrong product. Again if I had been told the complete price I may have taken different action. This is not a mistake I made your sales person fill out your invoice and we trusted her that it was done correctly.

Sincerely,

Review: ON FRI AUG 14TH I PLACED AN ORDER FOR DELIVERY. A 499.99 CURIO CABINET. I ASKED FOR DELIVERY WHICH IS 59.99. TOTAL OF ORDER INCL TAX WAS 594. BOB'S FURNITURE CALLED ME SAT AUG 15TH TO ARRANGE FOR DELIVERY DATE. WE AGREED TO TUE AUG 18TH. ORDER # WAS [redacted]. I WAS TOLD I WOULD BE CALLED BACK 48 HRS BEFORE WHICH WAS SUNDAY. NO CALL SUNDAY, NO CALL MONDAY. I CALLED MONDAY TO SEE WHEN THEY WERE DELIVERING TOMORROW (TUESDAY). SPENT HOURS WITH DIFFERENT REPS WHO ACKNOWLEDGED MANY BOTCHED AREAS OF THIS DELIVERY. WAS RE-ASSIGNED A NEW ORDER # SINCE THEY MESSED UP AGAIN. ORDER # [redacted]. I ASKED FOR DELIVERY CHARGES TO NOW BE ELIMINATED, THEY DID NOT AGREE. ORDER WAS CANCELLED MONDAY NIGHT WITH A PROMISE TO CREDIT MY [redacted] 594 WITH ANOHTER ORDER / REF # OF [redacted]Desired Settlement: MY SPOUSE AND I ARE BOTH PROFESSIONALS WITH TIGHT SCHEDULES. WE ARRANGED TO BE AVAILABLE ON TUE AUG 18TH FOR PROMISED DELIVERY. I BELIEVE IT'S ONLY FAIR THAT BOB'S WAIVE THE 59.99 DELIVERY CHARGE FOR THE HOURS I SPENT WITH THEM ON THE PHONE, AND NOW TO HAVE TO PICK A NEW DELIVERY DATE. BYT THE WAY, THEY SAID THEY COULD NOT DO SAT AS THEY WERE BUSY. BOB'S REFUSED TO OFFER DELIVERY CHARGE CREDIT, AND I CANCELLED. BY THE TIME THIS GETS TO BOB'S I WOULD LIKELY HAVE ORDERED A NEW CABINET FROM THEIR COMPETITORS. I AM SURE BOB'S SENIOR MANAGEMENT TEAM WOULD LOVE THIS FEEDBACK.

Business

Response:

Good Afternoon [redacted],

How embarrassing it is to read about your

terrible experience with us. I am truly sorry for the lack of care that was

applied to your concern and we thank you for escalating your complaint so that

we can address the experience you had within our staff. I find it equally appalling

that you were denied a Saturday delivery, while some of the Saturdays in the

month may be booked in advance (we do only have a limited amount of trucks

available that can fill approx. 4,000 stops a day) it really shocks me that no

Saturdays were available at all.

Even more embarrassing is the fact that when

reviewing your refund paperwork it doesn’t look like your card number was

entered properly. Therefore there is no refund on its way to your original

payment method at this time.

If you would like to provide us with an opportunity

to make our failures right by keeping your purchase with us then we will most

certainly reimburse your delivery fee once the delivery has been accepted to

your satisfaction.

Should you feel that a cancelation for a

refund is in your best interest at this time, I do understand your reasons why

and would like to process this transaction for you directly so that there are

no other concerns of inconvenience to you. My direct phone number is ###-###-####;

please feel welcome to respond to me directly or via this Revdex.com channel you have

initiated.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased a living room set and a [redacted] warranty 4 years ago from Bob's. The salesman explained to me when I purchased the warranty that if there were any damages to the furniture, accidental or otherwise, that occurred within 5 years of ownership, that it will be either repaired or replaced. Several weeks ago I noticed that my bonded leather couches were cracking in several spots and began to rip. I contacted the [redacted] company and was told that because the rips were not the result of an accident but instead caused by a defective product they could not help us. I then contacted the Bob's store that the furniture was purchased from and I was told that repairs/replacement are not covered by the store, and that I should contact the [redacted] warranty company. It seems neither is willing to accept the responsibility, and we still have one more year of warranty coverage.Desired Settlement: The couches may be beyond repair at this point. I would like the couches to be replaced per the warranty I purchased.

Business

Response:

Good Afternoon [redacted],

I am very sorry for the disappointment you are experiencing with

your bonded leather set. I assure you that Bobs Discount Furniture cares very

much to satisfy all our customers and we stand behind the quality of our

products even after the expiration of our direct one year guarantee period. [redacted], as its name denotes, is intended for coverage against accidental occurrences

within the home that cause damage to the product.

Bonded Leather offers the look of luxury at a much more affordable price point

and as its name depicts, bonded leather is real leather that is adhered (or

bonded) to a fabric backing with a strong adhesive. Over time and with any

amount of usage the heat from our bodies and friction from use causes expansion

of the molecules that join the bonded leather to the fabric backing. Bonded

Leather is manufactured the same way industry wide and peeling/cracking over

time is not isolated to the bonded leather products we sell at Bobs Discount

Furniture. If you continue to purchase/maintain bonded leather furniture in

your home regretfully peeling can occur based on the nature of this material’s

manufacturing process. You have had this set for over four years and in

that four year period our records indicate that you have not reported any issues

to us before now. The Bobs warranty on your merchandise expired over three

years ago and as this concern does not stem from a factory defect in the

product’s workmanship and is viewed as normal wear and tear industry wide, we

are able to make a store credit offer to from a place of extreme courtesy and

care.

If you would like to reselect to a different set, made of a different material

that may fit your furniture needs better we can offer to credit you 70% of the

original cost you paid for both the Sofa and the Loveseat from your ‘[redacted]’

set. In the interest of fairness we would ask that if you want the new

furniture you select to be delivered you cover the cost of that service as

delivering the merchandise has always been a charge we maintain separate from the

cost of our merchandise. We can offer to remove the current Sofa and Loveseat

you currently maintain on the same date we deliver the newly selected

merchandise and cover the cost of disposal for you.

Please let me know if this option for resolution is acceptable to you and I

will process the necessary paperwork and have our retail location contact you

to make you aware of your available credit.

Kind Regards,

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. As mentioned in Ms. [redacted] message, I am willing to accept the 70% credit of the original purchase price to apply to a new purchase.

Sincerely,

Review: I purchased a cinema style reclining sofa and recliner from Bobs pit in [redacted] The salesman was very nice and explained the excellent condition of the items and how the light up blue and look realy cool etc. I picked up the furniture and brought it back to my hometown a half hour away. I unloaded it and set it up in my living room. I found there were no cords or battery packs with the products rendering them virtually useless. I contacted bobs and requested help to no avail. I was told I would receive an instruction book in the mail. I then drove 1/2 back to the store where I met with the sales manager, [redacted] I explained what happened. He said all sales are final from the pit. I explained the parts are now missing and that it was said to be all there when I bought it. He said I could try calling the warehouse manager at a later time cause he wAs gone. He suggested I try radio shack or best but to try and buy the parts I need. He also provided the bobs help line number. I have since tried best buy and radio shack of which neither sell what I need. I tried the help line to see if bobs could at least give me a part numbe to no avail. I am stuck with a reclining couch and chair which do not work.Desired Settlement: Be delivered a set that actually works and functions as described by sales associate.

Business

Response:

Good Afternoon Revdex.com,

We apologize to our customer for the inconvenience that has been

experienced while seeking to get the working parts for these items.

Our records indicate that as of Sunday 12.7.2014 our [redacted] Operations Manager followed up with this customer and provided the

parts requested.

At this time we would consider this concern closed unless

our customer makes us aware that further assistance is necessary.

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,