Bob's Discount Furniture

Review: My wife and I ordered a table and chairs set from Bob's discount furniture; the table and chair set has been fine until recently. There is soem sort of wood "shrinkage" issue to where there is a gap in between the table and it wont shut properly. There is also finish issues with the table; the shinny finishes is disapating, and the table is really starting to look bad. There are also 2 large cracks in one of the table legs, that I believe cause structual integrity concerns. The chairs themselves are showing lots of scratches and possible warping. When my wife and I purchased the items, we were sold on an extended warranty where the sales representitive explained that if "anything" happened to the table or chairs within a period of 5 years (even if it was my fault), that Bob's would either fix or replace the items. I called the company to schedule service; the company came out and determined there was nothing they could do because the table wasn't made anymore and that the issues were not fixable; the tech then handed me to customer service who basically washed their hands of my and my wife saying it was out of manufacturer warranty and that because the issues were not "accidental" and due to poor quality, there was nothing they could do. I explained I ordered the extended warranty, and they stated they could not honor that, and that my only possibilty was to call "Guardian" and place a claim with them. I did that, and they too said they couldn't help me. I called Bob's back and spoke with several people, and they all would not help me whatsoever. I also went to the store and spoke with a manager ([redacted]), and although he agreed with me and my situations, said there was nothing he could do becasue coporate controls everything and I would really need to go through them. I called and asked to speak with a manager, and she too said there was nothing they would do for me. My issue is that I paid for extended service and replacement warranty, and Bob's wont honor either. Neither will the warranty company. The salesperson clearly told me that all issues would be resolved by Bob's, and they would try to fix the problem, but if they couldn't, they would replace...no questions asked. To my point; whether he was wrong or right, doesn't matter....it was what we were sold and shook hands on. This needs to be fixed!Desired Settlement: I would like to have the table and chairs replaced; store credit is fine being they no longer make the table my wife and I purchased according to customer service.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our apologies for any disappointment

this customer is experiencing with the protection plan purchased in 2012 or the

service they have received from our offices.

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, email address, and address

provided here and can only access a sales order that was recently delivered on

04.04.2015 (this sales order includes no dining room set).

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

associated with their 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 unavailable please ask if the

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

alternate phone numbers/purchaser name(s) that may bring up their account

records for this dining room set.

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

efforts in excellent mediation assistance are not wasted.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]I am rejecting this response because: The company was unable to locate original order. The original order was delivered to [redacted]. The phone number for the order is [redacted] and the order was both under [redacted] and [redacted]. According to the store where I had spoken to about this complaint, there was two customer profiles for me...one for my previous address [redacted] and one for my current address ([redacted]. Hope this helps

Thank youSincerely,[redacted]

Business

Response:

Good Day Revdex.com,

Our offices are in receipt of this rebuttal on 4.15.2015 and

we are communicating back to the customer on 4.15.2015.

Please pass on our thank you to the customer for the

information disclosed regarding the dining room purchase. I was able to locate

the account in question and reference our technician’s report from 4.11.2015.

This merchandise was delivered to our customer on 10/04/2012.

In the year 2012 Bobs Discount Furniture offered our customers a one year

guarantee against any factory defect concerns. This means that this customer

has been outside of warranty directly thru Bobs since 10/04/2013. It is common

that we will send a technician out to see what may be able to be repaired at no

cost to our customers as a courtesy. This service visit produced unrepairable

results and even though the technician deemed defects present in the product

the customer is outside of his warranty period thru our business. Our business

is completely within our right to deny recourse options at this time as there

is no active coverage available to the customer for defects thru Bobs Discount

Furniture. It should also be considered that no warranty covers normal wear and

tear or accumulated damages. This means that concerns like “my table’s finish

has lost its shine (after several years in the home)” or “my chairs are showing

a good amount of scratches and becoming wobbly (after years of use)” are NOT

coverable occurrences thru Guardian or Bobs Discount Furniture. Any product – A

dishwasher, a sofa, a table, tires on your car, an ottoman, a coffee table, a

recliner, a storm door to your home, or your garden hose should be expected and

anticipated to show signs of normal wear and tear after several years of use.

The Goof Proof Plan sold in 2012 offered coverage against

various types of accidental occurrences only. This protection plan is not the

same as the protection plan we currently offer (Goof Proof Plus) which provides

coverage against most accidents and defects for five full years. During the

time of sale in 2012 the provisions of warranty coverage thru Bobs (one

year) and the terms of the Goof Proof

Plan would have been expressed in writing via a sales flyer, trifold, and the

customer’s original invoice. The customer reported no concerns at all to us within

their Bobs warranty period for this table.

As an extreme courtesy and because we are a company who

cares about our customer’s we have provided a one time offer for resolution regarding this

concern.

As this is a one time only courtesy- It should be expected that for

any future occurrences of concern, on any other sales order, this individual

consumer is agreeing to adhere to the terms and conditions of their warranty

coverage and the determinations of Bobs Discount Furniture’s Service

Professionals. Our Service Policy is fully disclosed on the customer’s sales

invoice and provided at the time of sale and I have attached a copy of the

terms and conditions the Guardian company honors claims by.

Offer for

Resolution:

We will provide the

customer with a Bobs Discount Furniture Gift Card in the amount of 50% the cost

of the table and chairs on this dining room set. The customer’s original sales

invoice has been attached for review and as you can see the table cost =

$137.52 and the chairs (6) cost= $276.84. Should the customer wish to accept

our courtesy offer the Bobs Discount Furniture Gift Card would be provided to

the customer in the amount of $207.18.

Our technician’s

report only indicates a manufacturing defect present in the table so by even

considering the chairs into this equation we are providing a second courtesy to

the customer. The server that is listed on the original sales receipt is not a

consideration we are willing to make as we are already working above and beyond

to appease this individual’s demands.

Should the customer wish to accept this

offer they are able to contact our Customer Care Offices at [redacted] (Mon-

Sat -6:30am – 8:00pm/ Sun 10:30am – 7:00pm) or communicate again to us via this

Revdex.com channel to have this offer fully processed.

Kindest Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

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

Review: We purchased a sofa bed and chase. They were supposed deliver it and assemble it on 12/10/15. . When they delivered it, they left it in bags and did not set it up. We reported this immediately. Upon sleeping on it, we realized that we were sinking right through the mattress and laying on the springs and bars. We noticed that the two sofa bed legs do not even reach the floor. We also noticed a stitching issue on the sofa bed. The couch was defective. We reported all of these problems within three days. A technician came out to review the unit and determined it was defective. Bob's was unable to resolve the mattress issue or the leg length issue. We went out and spent our own money and bought a mattress topper for $300 so that we could at-least sleep on it. Bob's scheduled a replacement delivery for Saturday 1/16/16. When we scheduled that delivery, the agent told us that if there were any other issues that a supervisor could approved a full refund. I am sure they record these calls and this information can be verified. They never showed up or called. I called them on 1/18/16 and that had no explanation at all. I asked for a full refund and they refused. They said the agent gave us bad information. Their only resolution was to make us wait another few weeks to have a replacement delivered. This is absolutely unacceptable. In addition, we were placed on many long holds and even hung up on several times.Desired Settlement: Based on what the Bob's Employee told us and the numerous issues we have had, we would like a full refund for the defective couch.

Business

Response:

Good Afternoon Revdex.com,

I am truly sorry that our

customer experienced any failure with our delivery service and the product

initially delivered to them. I further apologize that we were unable to repair

this concern with our service team and convey to our customer that we sincerely

want to provide them with the merchandise they purchased from us in the

excellent condition they expected it in.

We provide our entire customer

base with a sales invoice that clearly indicates our ‘Service Policy’. At this

time we have offered the appropriate resolution to our customer to solve their

concern, within the communicated policy. This invoice is commonly signed as

agreed to by our customer prior to the close of the sale and also clearly

represents that we do not offer a refund on an item that we have the ability to

replace (with a non-defective model) for our customer.

We also communicate the same

details in similar verbiage via our website:

If we are unable to repair a

defective item we will replace that item for our customer and this is the

current resolution we have in place. It is imperative that we uphold the

integrity of our communicated procedures so that all customers alike may be

treated fairly during any quest for resolution.

Kindest

Regards,

Stephanie

** G[redacted]

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Business

Response:

Good Morning Revdex.com,

Please pass on our

sincerest apologies for the level of failure our customer is citing to have

endured overall. I assure our customer that I am communicating the information

that I have located within our records.

As a business we

absolutely have a sound and appropriate resolution in place (pending exchange

on 2.06.2016) however at this time I feel the negative impression this customer

has of our business is nearly unchangeable. I believe that should we deliver an

item with no manufacturing concerns the customer will still remain unhappy with

their purchase from us overall.

With this being considered

we will agree to work outside of our policies and offer to remove the sectional

and sleeper sofa mattress and provide our customer with a refund of the price

paid for these items ($899), Special Order Fee ($39.99), the payment we

received for the Goof Proof Plus Protection ($99.99), and any applicable state

sales tax after the merchandise has fully returned to our inventory.

If the customer would like

to accept this option we can keep their current scheduled date of 2.06.2016 and

remove the sectional and sleeper sofa mattress on that date or we can select a

different date based on the customer’s preference.

Our business values the

mediation services the Revdex.com provides, however should the customer prefer to

contact me directly to discuss our offer further they are welcome to by email

at [redacted] .

In closing please note

that I am leaving the customer’s account scheduled for the pending exchange on

2.06.2016 pending confirmation from the customer.

Sincerely,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: I purchased a sofa love seat and ottoman of bonded leather. Just after a year I noticed that something was wrong with the legs and the sofa was bowing in . I called because I purchased a good proof plus warranty . I called Bobs furniture they sent a technician out . He said there were 4 holes to screw in the screw in the four corners not each corner only had 2 screws in instead of 4 . He tried to straighten them out . After a couple of weeks I noticed if bending again , they came out again and the technician agreed that the legs are bowing in . I received no information regarding my complaint so I called again and again a technician Dane out agreed there was nothing he could do , agreed that the legs were just to thin for the sofa , love seat and ottoman and this was the way it was made and there was nothing he could do and put me on the phone with bobs customer service . They said that this is the way the sofa is made . I told them that I was not happy that the legs are very thin for this type of sofa and I will not settle to have a sofa in my house that is bowing inwards .Desired Settlement: I would like the sofa set to be exchanged for a comparable set with more sturdy legs .

Business

Response:

Good Morning Revdex.com,

In an extreme effort to meet this

consumer’s demands for resolution we will make a one time only courtesy offer

for resolution (listed below). Should the customer wish to accept this offer

they are able to contact our Customer Care Offices at ###-###-#### (Mon- Sat

-6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it fully

processed.

As this is a one time courtesy- It should be expected that for any

future occurrences of concern, on any other sales order, this individual

consumer is agreeing to adhere to the terms and conditions of their warranty

coverage and the determinations of Bobs Discount Furniture’s Service

Professionals. Our Service Policy is fully disclosed on the customer’s sales

invoice and provided at the time of sale.

Courtesy Offer for Resolution:

If the customer would like to reselect to

a different set we will provide a credit (store credit) of 100%. This 100% will

be based off of the original cost paid for the sofa. In the interest of

fairness we would ask that if the customer wants the new furniture they select

to be delivered they 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 will expect to remove the current set the customer has in the

home before or on the same day the newly selected item is delivered. This one time offer of reselection will

fulfill the goof proof warranty and that policy will be considered satisfied.

Kindest Regards,

Tracy S[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: I finalized my order on 4/2/13, & was told I would have a call soon w/ a delivery date, and that soonest delivery would be 3 days (one of the reasons I was excited to order w/ them). I got a call for a date of 4/20/13. I was upset, but it was acceptable. A week later I got a call saying my bedroom would come 4/20, but couch not until 4/23. Aggravated. Get another call a few days later. Couch will come 4/23, but ottoman on 5/6. Now I'm really angry. Another call few days later. Chaise wont be ready either, so entire couch will be coming on 5/6.I'm living on my own for the first time. I wouldn't be so angry if the couch had come on the 4/20, and the bedroom set was delayed, because I don't have a mattress set yet. I've been impatiently waiting on my couch to arrive because after crazy 9 hour shifts waitressing, my air mattress kills my back even more. I need my furniture so I can get a decent nights rest for once!I'm angry because they rescheduled three times, and it's almost time for my SECOND furniture payment already, and I don't even have all my furniture. My first payment came up before I even got my bedroom furniture! I feel that it's ridiculous for me to have struggled to come up with that $225 for my first payment after my car died that week, when I didn't even have any of my furniture yet. Now I'm trying to come up with the second payment, and am still sleeping on an uncomfortable air mattress on my living room floor, because my couch isn't here yet.After the final call with them, I wanted to cancel completely & bring my money to someone who deserved it. Refund policy for special orders? Bob's Gift Card!!! I don't want a Bob's card! I don't want them having my business, period! I'm so furious with them. I will never shop there again, OR recommend to anyone, ever again.

Product_Or_Service: Eclipse bedroom set, Mercury sectional

Desired Settlement: Since my bedroom furniture is already here, it's too late to cancel my order under special circumstances. And since my car died & I had to get it fixed, and also make a furniture payment of $225 (when having no furniture in my house yet), which put me really behind on my first month of bills and rent, I would like to not have to pay for May's payment date. Any settlement less than that would be unacceptable to me.

Business

Response:

Business Response /* (1000, 5, 2013/04/29) */

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture and RAC acceptance for your recent furniture purchase.

I have researched your account as well as briefly discussed your payment terms and/or options with the assistant store manager [redacted] (newington office). We all understand the excitement of shopping for new furniture and the anticipation of delivery. We apologize for the merchandise delay however, the computer system shows that the bedroom set has been successfully delivered (4/20) and the sectional is expected to be delivered on 5/7/13. When merchandise is on back order we provided a expected date of arrival from the manufacturer, for reasons beyond our control the date is subject to change and we can not guarantee delivery until the merchandise is in our possession. [redacted] research your account further and contact you by the end of business today, 4/29/13. Bob's Discount Furniture does not have the ability to discuss payment options and/or compensation however, I expect that [redacted] go over all available options with you.

Your patience and business is greatly appreciated.

Consumer Response /* (3000, 7, 2013/04/30) */

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

No settlement offered.

Never was the term "back ordered" used in any conversations I've had. Everyone just kept saying my furniture will not be ready.

After I had already filed my complaint with the Revdex.com, I got a call the next day from bobs saying my furniture wouldn't come until may 18. I was furious and said that's unaccaptable, send me the red instead & get it to me ASAP. I got a date of may 7. Two days later, (last Friday) I got a delivery call saying it was now coming 4/30, today. So I rearranged my work schedule to take the day off, and guess what? [redacted] calls yesterday to tell me nope, it's still coming the 7th. Then I talked to apparently the store manager, who said the best they can do is this Thursday, the 2nd, and can't even guarantee that ill have it before 3pm, when I HAVE to leave for work.

This is the SEVENTH date I've been given. I'm furious. If I was told in the beginning that my stuff was on back order, I would have either 1) ordered a different couch, or 2) GONE SOMEWHERE ELSE!!!! I have even gone the extent of reporting this situation to the news station. I am waiting for their call to discuss it further before this is publicized.

Business Response /* (4000, 9, 2013/05/01) */

Revdex.com: This is a RAC (RENT-A-CENTER) purchase. Besides explaining that the merchandise is on backorder Bob's Discount Furniture has no authority to offer compensation or any alternate options for recourse. Ms. [redacted] will need to follow up with her local RAC office for further assistance; XXX-XXX-XXXX.When merchandise is on back order we provided a expected date of arrival from the manufacturer, for reasons beyond our control the date is subject to change and we can not guarantee delivery until the merchandise is in our possession.

Consumer Response /* (4200, 11, 2013/05/02) */

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

After changing the date once, maye twice, I should NOT have been called with another delivery date UNTIL the merchandise was IN their possession. Terrible company.

Review: I purchased Bobs Furniture Goof Proof Protection Plan for $100.00 because the sectional we were purchasing was for a playroom. The sales associate, gave us a copy of the policy and we made the purchase. The plans cost was 10% of the total cost of the sectional. We reviewed the policy and because the purchase was for a playroom the sales associate said it was a must and we agreed because of the comprehensive coverage.Last month my daughter spilled some nail polish on the sectional. The nail polish was in a two once bottle and only a portion spilled. This was a onetime occurrence of a spill that clearly states in the policy, is covered. My first phone call was made immediately and I was on hold for 30+ minutes. My second call was made within 24 hours and I was asked by the representative to describe the spill, which I did and I was told the spill was excessive. Again it was a portion of a two once bottle of nail polish. When I asked what the next step was, I was told to email pictures to [redacted]; which I did, of both the spill and the bottle of nail polish. This time I was told it did not look like a onetime occurrence. A decision should only be made by facts. The facts are:It was a spill of an item clearly stated in the policy that is covered.This was a onetime occurrence.

Product_Or_Service: 2/22/2011

Order_Number: XXXXXX

Desired Settlement: replacement of cushions

Business

Response:

Business Response /* (1000, 5, 2013/08/06) */

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have viewed the terms, claims and photographs associated with your Goof proof plan.

You indicated that nail polish "spilled" however, based on the pictures and it appears that nail polish was brushed on the sectional, as there are over 20 nail polish stains; Your claim was denied for excessive damage.

Bob's Discount Furniture appreciates your business however, we do not have the ability to overturn a denied claim. If you are interested in purchasing parts, I will happy to check with the manufacturer on price and availability.

Consumer Response /* (3000, 7, 2013/08/09) */

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

The stains on the couch is due to a spill. What "appears" to be brush marks are due to wiping the spill. The protection plan clearly states that such an incident is covered; hence the catch phrase "GOOF PROOF POLICY." Basically what Bob's Discount Furniture is doing is adding an additional $100.00 to the cost of it's products with nothing in return.

As I stated multiple times if the bottle is 2 ounces and only a portion of the nail polish spilled how can this be excessive? If it was a minor spill it would have been cleaned without the purchase of a $100.00 "GOOF PROOF POLICY."

At this point I consider the protection plan to be fraudulent. I absolutely expect that there be a replacement if this spill is too "excessive" for your cleaning service.

Business Response /* (4000, 9, 2013/08/24) */

Ms. [redacted],

Due to the numerous nail polish stains, which are unrelated to a defect, Bob's Discount Furniture is unable to honor your request for cleaning or replacement. Bob's Discount Furniture addresses merchandise issues related to a defect in the craftsmanship of the product or damage resulting from our delivery or service team members.

The goof proof plan is a contract held between you and Guardian. I would encourage you to file an appeal of the denial however, the damage is excessive and I highly doubt the denial will be overturned. If you prefer you may contact Guardian to explain your point.

A spill would be found in one spot but there are multiple spots where nail polish was spilled or wiped away.

We appreciate your business however, we are unable to offer recourse.

Review: On 3/27/13 started the process of ordering furniture from Bob's Furniture with salesperson [redacted] I was approved for 12 months no interest [redacted] and I ordered what I wanted. The order was due in by early May and would be shipped to [redacted] location where I would pick up. I was told by my Ms [redacted] that the bed protectors could not be shipped to that location and that I would have to pay the tax separately on those items prior to my order being shipped and by that action they started the billing process through [redacted].Even though I never took possession of any merchandise until late may I was billed prior to this and I contacted the store manager about the premature bill. I have been in contact with [redacted] (store mgr) and have a voicemail regarding she has been in touch with [redacted] about the mistake but nothing has been done about it in 2 billing cycles so far.

Product_Or_Service: Furniture

Order_Number: XXXXXXX

Desired Settlement: A correct bill with 12 months no interest and all fees waved!! This is not my fault that Bob's Furniture Prematurely billed my acct. and need to reverse it with [redacted].

Business

Response:

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

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account with our Accounting department. We found the error which caused the premature billing of $147.00 to your [redacted] account.

The error has been corrected and we have adjusted the billing date for the $147.00 from 4/15 to 5/27/13. I expect that this change will be reflected within 1-2 billing cycles.

We apologize for the error and appreciate your business.

Consumer Response /* (3000, 7, 2013/08/16) */

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

[redacted] is demanding money from me over the phone as a settlement to unpayed bills!! Still no resolution of correct charges of no interest for 12 months. Loss and litigation dept. from [redacted] contacted me 8/16/13 at 12:00 pm about this!!

Consumer Response /* (-5, 9, 2013/08/20) */

I just received another bill from [redacted] today (8/20) and it still reflects overdue interest and late charges!! Along with a min.payment due of $217.65. This is totally unacceptable that Bob's Furniture and [redacted] can not resolve this problem!!

Business Response /* (4000, 10, 2013/08/24) */

Good Morning Mr. [redacted],

I again apologize for the error and inconvenience however, as explained in our August 8th response, it can take 1-2 billing cycles for the change to reflect on your account.

Consumer Response /* (4200, 12, 2013/08/27) */

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

I as the consumer is the only one that will be penalized here! In the past 2 billing cycles from [redacted], not only have I been harrassed by there loss and litigation dept but have recieved numerous neglagent notices and MY CREDIT SCORE IS AT RISK!!!!!!!!!!

Business Response /* (4000, 14, 2013/08/28) */

According to [redacted], from the Billing department at [redacted], your account was adjusted on 6/28/13 to reflect the beginning of the billing cycle as our records indicate that you took possession of the furniture on 5/25/13. I suspect that the charges reflected on your account are now accurate.

Bob's Discount Furniture has processed all the necessary paperwork and supplied [redacted] all of the requested documents. If you still have a discrepancy, please contact [redacted].

Consumer Response /* (4200, 16, 2013/08/30) */

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

I am not responsible for any late fees or accruing interest do to a mistake that Bob's Furniture made!! If you do not want to make good on this transaction as stated in the agreement from the beginning I will be forced to seek legal consultation! All I am asking for is that I am not responsible for any late fees or accruing interest because I signed up for a 12 month no interest agreement!! So far that has not happened on my satements from [redacted]!!!!!!!

Business Response /* (4000, 18, 2013/09/05) */

Mr. [redacted],

The comments below is direct commentary from [redacted] billing department)...

The account has already been adjusted so that the charge dates corresponded with the delivery/pickup date and the invalid late fee was already removed.

-Customer signed for his merchandise 5/25/13.

-First statement would have then cycled on 6/14/13

-First payment was due 7/9/13.

We did not receive payment for 7/9/13 or 8/9/13 due dates and he has another payment due by 9/9/13.

Customers total purchase was $2035.81 which makes his required monthly payment $71.26.

If the customer pays July, Aug & Sept payments totaling $213.78 ($71.26 X 3) by 9/9/13, I [redacted] remove the remaining fees as a customer courtesy once the payment posts to his account.

Consumer Response /* (4200, 20, 2013/09/09) */

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

I am absolutely astounded how [redacted] is thinking they are doing me a favor by waving any fees that are not my problem nor are they my fault in the first place!! As soon as my demands as a consumer are met I will gladly pay the corrected bill!! I am neither responsible for any late fees or any interest accrued during this whole FIASCO!! I will never do business with Bob;s Furniture due to this problem with [redacted] as their Credit partner TWICE now in the as many years!!! I am fully prepared to pay as soon as my ORIGINAL CONTRACT is met!! 12 months no interest and no LATE fees without it being a COURTESY!!!! I am not at fault once again for being billed prematurely and this could have been avoided even before I picked up the merchandise because I caught the error and called both Bobs and [redacted] to make them aware of the situation and still nothing done about it!!! Customer Service F- ON BOTH PARTIES

Review: I ordered a TV chest from Bob's in [redacted] on 9/7/2013 with salesman [redacted]. Customer #: [redacted]. I have several complaints not only about the failure to deliver my paid for item on time, but also about the poor quality of your customer service who took no responsibility for the failure to deliver and seemed entirely helpless. I received a call the night before my delivery that it was to arrive between 7:16-10:16am. When my item did not show up, I attempted to call the number on [redacted] business card since he ensured me that I could reach him directly at that number. The number on his card led me to the general customer service center and not to him directly. The first customer service rep informed me that my purchase had been canceled but had no explanation for why. She then told me that she would find out if the item was still on the truck and call me within an hour. Over an hour later and no phone call, another customer service agent told me the same thing. Again, an hour later and no phone call, I called the service center again and was told that my item was not on the truck. I then was put in touch with [redacted], an account managing specialist, who told me that when an item says that it was 'canceled' that it is not on the truck. This is clearly something that the first agent should have known and told me. There was absolutely no explanation for why my item was not on the truck and could not be delivered. The only option was to reschedule my delivery with only a half-hearted assurance that it would actually come the second time around. [redacted] made me feel like Bob's was taking no responsibility for their failure to deliver my item that I have already paid for. My true anger is that if I had not called Bob's myself, no one from Bob's would have contacted me to let me know what was going on. This has been more aggravation than the chest is actually worth.Desired Settlement: I would like my item delivered as schedule on Wednesday and have my delivery fee refunded.

Business

Response:

Good Morning [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologoize for the delivery experience and lack of customer care follow up.

Upon researching your account, I was pleased to learn that delivery of the TV chest was successfully completed on 9/18. According to previous notes it appears that the chest was not loaded onto the delivery truck for the intital delivery; I apologize customer care was unable to determine this and inform you in a more timely manner. We understand the importance of your time, anticipation of recieving new merchandise and we apologize for the inconveneice we caused.

Your request for compensation is understood. Since you recieved the benefit of delivery/assembly service, I am unable to refund the delivery fee however, I will be happy to issue a gift card equivalent to the delivery fee which you can use toward an accessory item to compliment your new furniture. The customer service you described recieving will be addressed internally.

Review: bought in 2008 [redacted] couch set, which includes 4 recliners, my husband's recliner handle broke in july2013, we immediately contacted bob's to get it fixed, a serviceman came out 2vweeks later stated no longer under warranty, you have to pay to get fixed.WE SAID NO PROBLEM ORDER PART COST 30.00, 2weeks later in the mail comes the part call service dept took another 2 weeks to come out again,again TOLD BY SERVICEMAN WRONG PART,HE HIMSELF CALLED PARTS DEPT TO ORDER CORRECT PART. SO TODAY A THIRD SERVICEMAN COMES OUT AND YET AGAIN WHAT A SURPRISE WRONG WRONG PART!!!!!i have spoken to 3 service case managers and all they continue to say is SORRY!!!!!!! I requested today via manager [redacted] to have this expedited overnite when hopefully correct part is ordered this time was told by manager they do not have this capability!!!! I continued to explained this is since july and now 10/1/13, REALLY POOR CUSTOMER SERVICE AND I WAS GOING TO NOTIFY YOUR OFFICE, PLEASE POST THIS SO NO ONE ELSE DEALS WITH THIS COMPANY. THANK YOUDesired Settlement: POSTING ON YOUR WEBSITE, CALL MADE TO BOB'S [redacted], AND REPLY TO ME BY EMAIL WITH ANT RESOLUTION THANK YOU SO MUCH FOR YOUR HELP

Business

Response:

Good Afternoon Mrs. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the issues surrounding the replacment recliner handle. There has been a design/style change with the recliner handle for your sofa. Since your sofa was designed in 2008 the manufacturer no longer has inventory of handle you need.

I have processed the necessary paperwork to refund you the $30.00 you paid however, we are unable to complete your part order request. I apologize customer care nor the service technican informed you of such.

Bob's Discount Furniture appreciates your business and apologizes for the inconvenience.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

Carolyn Cedrone

I find their answer totally UNACCEPTABLE AND RIDICULOUS no one ever told us this no service tech or parts manager!!!!!!!!! I wonder how long it will take them to refund my money,probably eternity!!!!!!!!!!!

Review: I purchased a coffee/cocktail table set amongst other things that were to go to 2 households that were literally about 3 blocks apart. When asked if they could split the delivery the woman told me she would have to charge another $100.00 for that. She would not ask a manager or anything simply said I could either move it myself or pay the extra fee (even though they had delivered to the second address before for a previous purchase). I chose to move it myself since she was obviously not willing to put in the extra effort of even asking or looking for a supervisor. Delivery day comes they set everything up and before they leave I notice a chair for the dinning set (first part of the order)was damaged. They put it back on the truck and said they would bring a new one next week. We load up the rest of the order consisting of the 3 piece cocktail table set, a pair of lamps and an area rug and drive it the 3 minutes to the other house. We unload everything and begin to set up the room. Immediately I notice one of the wheels on the bottom of the cocktail tables was loose. I lean the table over and it falls off. I turn the table over and the bottom level completely falls out. One of the lamps is also not in working order. We call customer service and they say I need to bring everything back to the original address in order to have it fixed. We load up the following week. They bring the new chair, new lamp and fix the table. We transport it back, AGAIN. Two days later the same table has broken in the exact same way as before. I call and they try telling me that the table was replaced not fixed because the crew that came out was not the repair crew. After I prove that to be false I am then told I need to wait another week for a new table. Apparently the men who fixed the table were not trained to do so. I am then told that instead I must now wait an ENTIRE MONTH for a new table or I can have them try to repair again.Desired Settlement: I asked for a refund so I can purchase elsewhere and I was flat out refused. I would like ALL of my money back and the table replaced. Either way I now know that Bobs Discount Furniture does not care about its customers. They only care about making money. I will never purchase anything from here again.

Business

Response:

I spoke with [redacted] on, October 23, 2013 and during the call she kindly expressed her frustration with the delivery service and damaged table. At this time her only unresolved concern is in regard to the liftop cocktail table; I informed [redacted] that the table is currently on back order with an expected date of arrival of, November 16, 2013 and we will contact her when delivery can be scheldued. Once delivery of the table is complete we will discuss compenation for the damaged merchandise and inconvenience.

In additon I explained that delivery charges must be assesed for each address, regardless of the distance between two the two, a fee will be charged.

Bob's Discount Furniture appreciates [redacted]'s business and apologizes for the inconveneice we have caused.

Review: After submitting a claim under the companies "Goof Proof" services, it was determined by [redacted] that an exchange of the Sofa was to be completed within 60 days of the findings. [redacted] is used for Bob's Discounts extended warranty at which the item will either be repaired or replaced at no cost to the customer. In the literature I received regarding the goof proof, no where was it stated that the goof proof on the product exchanged will then be cancelled out and a new goof proof policy must be repurchased for that merchandise to be covered under the extended warranty. The account manager I spoke to discussed the issue and pretty much determined that perhaps a rep at the store did not give me the proper sheet that described the goof proof in detail, that there are 2 different sheets used. I told him that after discussing with guardian, paperwork mailed to my house and reviewing guardians website, nowhere does it say there is a 1 time exchange not he item and the extended warranty is then voided. I tried to resolve the matter with the AM but we pretty much determined that no matter what it is policy that I must pay an additional $99.99 for the goof proof on the exchanged item. I argued that being that the sofa broke in just over a year, the manufacture warranty will be voided and I would have to rebut the goof proof being that the parts for the sofa are unobtainable to be fixed, as described to me by the tech who came and tried to fix the recliner. An exchanged sofa has been issued for delivery by 2/6/2013 at which after that date I am no longer eligible to purchase the goof proof for that sofa. I can provide evidence for this case as well as recorded "voice memos" of the conversation. My Acct Information can be looked up through my cell phone number *xxx-xx-xxxxDesired Settlement: I would like that my existing goof proof policy covers the replaced item for the life of the policy that was already purchased. If not then a full reimbursement of the exchanged product at current market value. This also falls under a false advertising claim as well.

Business

Response:

Good

Morning [redacted],

I

am so sorry to you are experiencing dissatisfaction with your [redacted] claim

and I assure you that it is never the intention of Bobs Discount Furniture to

leave our customer’s feeling disappointed in the resolutions they have been provided.

Our

records indicate that you are anticipating your new sofa to be delivered on

2.06.2014. I have mailed you a copy of the [redacted] Contract that reflects your

agreement of the extended protection plan (Goof Proof). I apologize if you

didn’t receive this information shortly after delivery. Had we been made aware

of this failure we surely would have mailed that copy to you on [redacted]’s

behalf. Please refer to the ‘Liability’ section of the ‘Terms and Conditions’

as this discloses the information you are seeking. I have also pasted this

information below for your review –Please refer to the third (3rd)

paragraph:

LIABILITY

Under no

circumstances shall coverage extend to any loss or injury to a person

or loss or damage

to property or any incidental, contingent, special or any direct

or indirect loss

and consequential damages including but not limited to losses

incurred to any

delay in rendering service under this Plan and loss of use during

the period that

your furniture item is at an authorized servicer or while awaiting

materials/parts.

For any single

claim, the limit of liability under this Plan is the lesser of the cost

of (1) authorized

service/repairs, (2) replacement of affected furniture item with

a new replacement

piece of equal value, excluding taxes and delivery/shipping

fees (3) the price

that you paid for the furniture item.

The total

liability under this Plan is the purchase price you paid for the furniture

item. In the event

that the aggregate of all authorized service/repairs exceeds

the purchase price

paid for the furniture item or we replace the furniture item

with a new piece

of equal value, we shall have satisfied all obligations owed

under this Plan.

If the retailer

from whom this Plan was purchased is no longer in business, in the

case of a covered

claim, the Plan becomes service only. If the furniture item(s)

cannot be

serviced, the liability will be limited to a refund of the purchase price

of this Plan. Once

a refund has been issued for any furniture item, all terms and

conditions

of the Plan will be fulfilled and all future claims will be void.

The pros most definitely outweigh the cons in

this scenario, not only are you given the option to keep your old sofa, but you

are also receiving a brand new one year factory guarantee from Bobs Discount

Furniture for the replacement sofa. This one year factory guarantee through Bob’s

starts on the new date of delivery for your sofa only and that is offered at no

cost to you. The other furniture that you purchased this plan on is not affected

in any way; it is only the sofa that the plan has fulfilled its agreement on. I

further apologize if there was any confusion provided to you on our part but

the additional cost of $99.99 is your choice to pay and not a requirement that

must be completed for you to receive your new sofa. Most customers opt to re

purchase the plan because the value sells itself. Currently you are receiving a

brand new sofa that retails for $699.00, being given the option to keep a sofa that

retails for $699.00, and the cost of loading this merchandise plus paying the

delivery team and putting fuel in their delivery truck has been covered for

you. You paid approximately $99.99 to receive all these benefits. Please accept

my sincerest apologies for your frustrations [redacted] but I do not see how the

[redacted] Plan you originally purchased has failed you in regards to the

claim on your sofa. Please feel free to respond to me with any more questions

or concerns you may have regarding your new sofa.

Thank

You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: it is not my fault Bobs discount furniture falsely advertises it's good proof plan and does not give its customers any literature, in certain events like mine, that fully describes the details of this plan. As per the pamphlet I received, it states to go online to the furniture insured website to read all plans and details regarding. The website does not have its policies, terms and conditions with Bobs on there site. This pamphlet can be sent to you for further clarification of this. As per the recorded conversation one of your reps agrees that there are 2 pamphlets used, one with the terms on it and one without. He states the one I received is usually used because it has larger print. May I also add, Bobs is whom sets the value of this sofa but that's a suggested retail price from the origin manufacturer not actual value of the sofa. I do, however, appreciate that Bobs is covering the delivery and only sought to keep the damaged furniture for parts in the event that the sofa breaks again. The point I am getting to is that these sofas are built so poorly that it should be expected that just after 1 year this problem may happen again and if I have to continue purchasing new sofa protections not only is it a loss of my time, taking time from work to be here for delivery but also it's a huge inconvenience to have to go through the process of getting the sofa fixed. You would think parts for a sofa that is still on your inventory and sales line would be easy to obtain, but what's the point of goof proof if you can't fix the goof and are just going to replace it and have the customer try to cover the replacement with a new goof proof. Make right by this and just extend my current coverage with the exchanged sofa. There is no doubt that Bob's is deceiving its customers and it would be a shame to have something so petty like this escalate to a news network to make people aware of the scams and deceptions that are happening in some of its chain stores.

Review: I made a purchase in March of 2013 including a dining room table, 8 chairs, full hutch and buffet stand. I was encouraged by my sales associate to purchase the 5 year goof proof for $299.99. I was certainly hesitant to purchase this coverage, but he assured me that it would take care of any little scratch or blemish that could arise. He took advantage of seeing my young son and stating how it was the best thing to get with little ones. I did purchase the coverage, and asked one more time, how about scratches? He repeated how any little scratch would be taken care of and even circled it in my brochure. Today, just over a year later, I tried to file a claim for scratches on my table and chairs and it was denied. I was told that scratches to wooden surfaces are not covered. I then read to her from my pamphlet, but she would not budge on the matter. I then called the store and they said that they could send out a technician to try to fix the damage.Desired Settlement: I feel that since the goof proof was misrepresented to me, it should be refunded. I should not have been asked to purchase a product that I would not be able to use.

Business

Response:

Good Afternoon Revdex.com,

Please pass my apologies to this customer for the

frustration she has experienced while reporting her claim to the [redacted]

company. Please assure her that we at Bobs have made a valid effort to ensure

she receives the quality service she was promised from our sales person. We

currently have one of our factory trained service technician’s scheduled to her

residence to resolve her concern.

I have spoken with the [redacted] company today (4.17.2014)

and the customer’s claim was not denied due to the fact the she reported scratches

on the wood. The Goof Proof Protection plan does cover scratches to wood as

long as the scratch has penetrated the surface of the wood itself. The [redacted]

company honors claims for damage as long as the damage has resulted from a one

time accidental occurrence and this customer reported that the scratches on her

product were present from sliding the chairs under the table. This type of

damage would be considered normal wear and tear and Bobs is able to help her

service this type of claim. As the customer’s merchandise is currently outside

of it’s manufacturing warranty period through Bobs it is not in the customer’s

best interest to offer a cancelation of her five year protection plan.

The time of sale is a very exciting time, not only for the

customer, but also for our sales person and I am certain our intentions during

this time were not to mislead our customer. Our Goof Proof Plan is an extremely

valuable investment when used appropriately and just like any other protection

plan purchased for automobiles or electronics there are certain exclusions that

must be followed in order to keep the plan fair for all consumers alike. As I was

not present at the time of sale it is rather tough to comment on the alleged

information the customer states she was provided by our sales person. I can

state that if the customer recollects being told scratches on wood are covered,

they most certainly are. Having been in this business for several years I believe

most of our industry refers to the term ‘scratch’ as a damage that penetrates

the substrate of the product’s finish. We are genuinely very sorry if there was

a miscommunication on our end at the time of sale. We recommend that the

customer contact us (Bobs Customer Care ###-###-####) prior to the [redacted]

company in the future, this way we can help to educate her more on the

parameters of her protection plan and aide in removing the opportunity for unnecessary

frustration she may have after receiving a denial result from [redacted].

I apologize again that this customer has experienced any disappointment

while seeking to get her concerns resolved. We at Bobs Discount Furniture are

making a conscious effort to provide this customer resolution for her concerns because

we truly do care about our customers.

Warm Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: We bought a sofa from Bob's Discount Furniture in November of 2012. It broke shortly thereafter. We called customer service and they sent a technician to repair it but because it was a structural issue (the wooden frame in the arm of the couch snapped in half) they could not fix it on site, so the technician tried to cover it up by over stuffing the arms of our couch with filling. So, we called them back and complained about attempt to repair the damage. We told them that we wanted a refund for the couch but they adamantly refused, giving us only two options; keep it as is, or get a store credit to use towards something else. After much arguing and little to no assistance from the corporation, we felt our hands were tied and in an effort to not completely lose out on our financial investment we had to accept the store credit. Shortly thereafter, we went to the showroom and picked out a new loveseat that we purchased with the credit we were given. After only 6 short months, that too needed repair. The couch cushions that we sit on had fallen apart. So we ordered replacement couch cushions (which we had to pay for on top of it) in the beginning of January of 2014. When we followed up a couple of weeks later to inquire about their whereabouts, we were told it would be another few weeks or so before we saw them. When we followed up again in February to see when the ETA was, were were told they wouldn't be to us until May 5th, 2014. On Monday, May 5th the cushions never showed up. On Monday, May 12th, we called the corporate customer service yet again and were told at that time that our cushions were in Connecticut and they were being shipped to our home right away. Two days later on May 14th we got a phone call from Bob's telling us we would now have to wait ANOTHER 4 months as they made a mistake and needed to re-place our original order to their manufacturer. I spoke to 3 different people for 45 min, & presented NUMEROUS solutions to rectify the situation but they absolutely refused.Desired Settlement: We would like to receive a refund for both the broken couch we have now and for the remaining credit with Bob's Discount Furniture we have yet to use, so that we may cut all ties to this corporation, take our money and go elsewhere with it.

Business

Response:

Good Afternoon Revdex.com,

I have reached out to this customer via the telephone number

she has cited in her complaint.

I was unable to reach the customer today (5.23.2014) so I

left her a voicemail with my direct phone number and I look forward to hearing

back from [redacted] so I may help her resolve her concerns.

Please let our customer know that she can also email me if

she prefers that way of communication at [redacted]

Thank You

for the opportunity to make it right,

Customer

Care Corporate Liaison

Bobs

Discount Furniture

Review: We purchased a couch from Bobs in April. After several calls extending our original availability date, we picked up the couch. The couch drawer was broken. We called and received a service inspection date, which was today. After a 30 sec inspection the technician acknowledged the drawer needed to be replaced, asked to use my phone to call Bobs. He handed me back my phone to speak to the customer service rep. (The technician did not say another word to me just left my house). The rep stated that the drawer was not avail until Oct. However they could replace the whole couch - which I opted to do - right away. I was then told I needed to pay for delivery (as originally we picked up our item) which I refused to do. I explained that I would not pay to have Bobs come pick up their defective couch & I had no problem picking up my new couch. The rep finally waived the fee as a "one time courtesy." I asked to then speak with the manager, as I would not agree to paying any future delivery/pickup costs that may be incurred beyond this "one time courtesy). My experience with Bobs in this transaction has been unreliable and the chance of having a defective issue with another couch was more likely than not. The manager would not agree to anything beyond a 1 time courtesy. However, this is not a courtesy as the couch has a broken piece. All I want(ed) was for Bobs to agree that if there were any further defects to the new couch, they would pick up any pickup/delivery costs. They would not agree to do so. Based off their poor customer service, lack of reliability and accuracy - I asked for a full refund in the form of payment I made. I was told I was not entitled to a refund only a credit - although my receipt says we are entitled within 30 days. I asked if the mgr. could email me a highlighted version of this policy and he refused to. Therefore I do not understand why I cannot receive a refund in the form of original payment.Desired Settlement: I would like Bobs to either:1) Guarantee pickup/delivery costs to be covered by Bobs for any deffective item within the 1 year manufacturer warranty.Or 2) Provide a full refund in the original form of payment.

Business

Response:

Good Afternoon

Revdex.com,

Please pass

on my apologies to [redacted] for the product concern he has experienced with the

drawer on his sofa. In regards to his account of our technician’s visit, I

assure him that our technician’s intentions were not to convey any rudeness and

as a part of our normal process’s we prefer that our customer care agents speak

with our customers about their service results rather than our technician’s.

Our customer care agents are continually trained and coached to provide our

customers with the best care we have to offer and as [redacted] has fully accounted

for in his complaint, Bobs Discount Furniture has made several exceptions to

please him as an individual in our quest to resolve his product concern.

As Bob’s

Discount Furniture is a company that prides itself on core values such as

honesty and transparency we do not work the pricing of a delivery fee into the

price we sell our product for. [redacted] did not originally pay us a delivery fee

to deliver his merchandise and regretfully a product’s defect does not outline

that a business must cover the cost of paying for the fees associated with a

delivery. Delivering furniture is a business in itself and we offer our

customer’s that service at a reasonable cost. Because we care about [redacted] and

sought so desperately to satisfy him, we agreed to pay the cost of delivering

his new item as a courtesy for this product’s defect. As we do not expect our

customer’s new product to have any factory defects we are unable to make

agreements associated with a scenario that does not exist.

I am sorry

that [redacted] finds our policy page confusing in reference to the information

associated with our ‘Refund and Cancelation Policy’ as I feel it clearly

outlines our policy so our customers can understand. I have pasted the

information from [redacted]’s sales invoice below for your review. My believe is

that he is confusing his ‘stocked merchandise’ for a ‘take with’ item because

he picked this sectional up instead of having it delivered. The document should

be able to clear up any confusion as it lists what a take with sale actually

is. [redacted] picked up ‘stocked merchandise’ from us and per the information he

was provided a return for a monetary refund would not be possible at this time.

REFUNDS

AND CANCELLATIONS POLICY

You may

request a full refund on orders for stocked merchandise at any time up until

the time we deliver the merchandise to you or until you pick it up.

You may exchange or return any take-with

purchase within thirty (30) days of the date of possession for a full refund

provided you have your original sales receipt and the merchandise is in

like-new condition and has not been otherwise used. Take-with sales include:

accessories, rugs, bed frames, lamps, bed protectors, pillows and pillow

protectors.

We are happy

to provide [redacted] with the valuable option of replacing his defective product

and covering the cost of delivering him a factory fresh model as a one time

courtesy. We look forward to receiving [redacted]’s call to schedule this option

for resolution.

Kind Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Review: BoB's has a program with [redacted],called [redacted].Now when we first agreed with the program,they told us to pay our couch set for a year straight on time and the furniture is your's.Well we did and we paid over $2,500.00 (BEFORE INTREST),but they told us after they fire the person who sold it to us that we owed another $2,500.00 and we will be done.so knowing we were getting robbed by them,we sent the furnituere back.and now everyday they call my girlfriend [redacted] fo more money.now when the people came for the furniture they examined it and determined that the 1 coffee table and left the end table because they said it was a set.so they wrote it off as paid and left it.Well we did't want it so we got rid of the stuff.Now BoB's is saying we have 3 tables and still trying to charge us $230.00.so where do we go from there since it was their mistake before they told us the so-called truth.We paid all that money and didn't get anything out of it.SO COULD YOU PLEASE HELP US WITH THIS MATTER.Desired Settlement: CHECK OR CASH.BECAUSE THE FURNITURE STILL LOOK BRAND NEW. WE BARELY SAT ON IT BECAUSE WE WREN'T HOME HALF THE TIME.AND THAT WAS A WASTE OF TIME!

Business

Response:

Good Afternoon [redacted],

I apologize if you were unaware of the terms of your [redacted] contract. I called you at both telephone numbers listed in the Revdex.com complaint and left a message on, 6/27/14 at 10:35am but, you have yet to return my call.

You selected furniture from the Bob's Discount Furniture showroom however, you entered into a contract with [redacted], who owns the furniture but leased it to you. Bob's Discount Furniture is unable to alter any portion of an [redacted] contract.

I will be happy to research your account, if you provide your order number, approximate date of delivery and store location however, you will need to dispute any charges and merchandise possession with [redacted].

Sincerely,

Review: I have couple of people complaining about their furniture material. I purchased their insurance warranty and now that I'm filling a claim they are saying they can not help me out , simple as that. I feel like the material they used on the furniture I purchased was damaged and I called to complaint they send it a technician and the technician wasn't able to put the furniture in a good condition he mentioned "well you get what you pay for" they I had same issues with the furniture all broken because of the poor, used or damaged material used on my furniture and they said I'm sorry that's not something we can help. I tried multiple times to solve this without having to file a complaint and I was treated disrespectfully and I also have multiple clients that had the same problem. I will like to open an internal investigation about the material used from them to make their furniture since their furniture got damaged so quick after original purchase.Desired Settlement: I just want this items to be replaced if they can not be replaced then I can live w store credit

Business

Response:

Good Afternoon Revdex.com,

As a furniture retailer

Bobs Discount Furniture carries many sets from multiple manufacturers that are

constructed with quality materials and workmanship. We display the materials

used within our furniture on placards in our showroom to provide our customers

with the most education before their purchase. Bobs Discount Furniture offers

every customer a one year factory defect guarantee on new merchandise and we

provide our customers with the option to purchase a protection plan called Goof

Proof.

Goof Proof is intended to

offer coverage against accidents that can occur in the home causing damage to

our customer’s product. As with most protection plans, there is an expectation

that the furniture will be kept in an overall good condition prior to an

accident occurring, this plan is not intended to be used for instances of

accumulated damages or wear and tear.

Bobs has offered our customer

quality service at no charge to assist with the instances on damage this

merchandise is experiencing. I have attached photos that our technician took

while in our customers home today (7.24.2014) for your further review. There

are instances of damage being reported for items that are no longer present

(I.E. seat to one of the chairs is missing); the chairs that are experiencing damage

concerns show evident and various signs of staining and wear and tear. The arms

of the sofa’s are cracked against the structure of the item itself causing them

to cave in as depicted in the photos.

This merchandise has been receiving

use just shy of two years in the home. Bobs has offered our customer a

resolution of service repair which is truly going above and beyond given the

overall condition of this product. The customer refused to allow our technician

to repair this merchandise while we were in the home today. I apologize to our

customer that the merchandise he selected has not lived up to his standard of

value and we are still open to helping resolve these concerns through service.

Consumer

Response:

I've received pictures of items I see everyday. I haven't received a solution since day one I had this problem. I want those items replaced or fixed to it's original stage (purchase day) same material. Last time they put a hard material on the sofa and did a poor fixing on the table chairs, I believe if I buy something and it gets damaged soon I'm entitled to a new one or if they going to fix it, then it must be fixed to it's original looks. I spoken to several other clients and family and same problems have been accurring. We are nice people but we need solutions too. Please do not ignore this matter

Review: [redacted]

I am rejecting this response because:

Sincerely,

Business

Response:

Good

Morning Revdex.com,

Please

let [redacted] know that it wasn’t my intention to frustrate him further with my

initial response to his posting. We have offered our customer the best

resolution that is available to him. The reality of this situation is that a

furniture retailer is responsible to provide resolutions for factory defects

that occur to a product within the expressed warranty period provided during

the time of sale. [redacted]’s merchandise is not damaged as a result of a defect

and as pictured, has sustained many instances of customer caused damage. Offering

to repair his product (at no cost to [redacted] and outside the expressed warranty

period) is beyond what Bob’s responsibility is. We are working at full capacity

to resolve our customers concern. [redacted] can contact our Customer Care Office

(###-###-#### Mon-Sat 6:30a -8:00p) at anytime to schedule a repair technician

and we will service this merchandise to the best of our abilities. On a very

large scale we continually resolve our customer’s concerns with first class services

and our fleet of professionally trained technicians.

Bobs Discount Furniture

Review: I purchased over $3,500 in furniture at Bob's Discount Furniture May 2014. I purchased a full queen bedroom set inclusive of headboard, footboard, the frame of the bed (which Bob's call the "rails), box spring, memory foam mattress, 6 drawer dresser, also a leather sofa and loveseat for the living room, a dining seat with 6 chairs, and a twin size memory foam mattress. At the sale, the representative was very frazzled while working with the computer. During the sale I purchased an extended warranty to cover any damage that should occur to all the pieces of furniture I purchased. They were having computer issues and she had to start the "sale" on the computer over. I financed on their $0 down, 0% interest due to my good credit. During the finance procedure they had more computer issues. I was in there about 2 hours total while they processed this sale. I realized during her input of the sale while they had computer issues that the sales rep, Robin, placed the warranty on all the pieces of furniture I purchased, except the footboard, headboard, and rails of the bed. I was told to contact customer service to fix the issue and get updated warranty paperwork to include footboard, headboard, rails. Customer service gave me run around & directed me to the store. I've spoken with [redacted] at the store and the manager which is [redacted] admitted that his sales associate made an error during the sale and that he could tell by the paperwork and their system that she forgot to select a button which would have automatically highlighted all the pieces of the queen bed set. He admitted it didn't make sense for it to just have been placed on the dresser only, but not the rest of the bed. He said he notified his customer service dept to fix issue and send updated paperwork for my records. I called the store at least 3 times speaking with [redacted] & still don't have paperwork showing the warranty was corrected. I don't want an issue with the furniture and then I'll be screwed over since I have nothing in writing.Desired Settlement: I want Bob's Discount Furniture to provide me a copy of the updated warranty inclusive of my queen headboard, footboard & frame of the bed (rails). The store manager [redacted] says it's in their system and not to worry, but I don't feel comfortable with this. Nowadays, if it's not in writing then it doesn't count. I want the updated warranty in writing showing they fixed their error. [redacted] says customer service hasn't responded to him with the requested documents. No one is helping. Please help!

Business

Response:

Good Afternoon Revdex.com,

I have spoken with [redacted] today and provided her with my

direct contact information. I can certainly understand why our customer felt

the need to escalate her claim and I am so sorry that we haven’t been able to

resolve her concern in a reasonable amount of time. We have entered the

paperwork to correct our sales error and should have the copy of the updated

receipt to [redacted] before the close of this week.

Thank you for providing us with an opportunity to make our

failures right,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I purchased a Bob-o-Pedic gel plush queen mattress on 10/12/2013 along with queen standard bed protector. I noticed on tear in the fabric on lower left side of the mattress when changing the bed. I called customer service and technician came out and said they can sew it. The tear was not at the seam and the rip looks like it is shredded. the mattress protector was on the mattress day one. I contacted customer service again in July and said this was not factory defect and they could not replace mattress. I believe this is factory defect in the fabric because the fabric or material in fabric tore apart. Bob's discount furniture guarantee goof proof insurance for free for one year. We were told that when we bought the mattress and also told mattress had 10 year warrantee. I would like Bob's furniture to replace the fabric or side of the fabric where the defect is. Can not just sew it since edges are frayed/shredded.Desired Settlement: I would like fabric replace on mattress or mattress replaced.

Business

Response:

Good Afternoon Revdex.com,

I spoke to

our customer via telephone today (8.04.2014) and scheduled a date to replace

this mattress on 8.07.2014. We will take away the damaged mattress and deliver

our customer a factory fresh model because after a deeper inspection of this

report and our technician’s photos I do feel our customer has experienced a rip

as the result of a factory defect. Bobs Discount Furniture apologizes for any inconvenience

we have caused our customers and thanks [redacted] dearly for their

business.

Kind

Regards,

Bobs Discount

Furniture

Customer

Care Corporate Liaison

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: I purchased a dinning room set with a warranty, 30 days after delivery a noticed a huge crack in the corner of the table crack was 1/4 inch wide by 15in long split in the wood. I then called bobs they set out a rep he told me that it could not be repaired it needs to be replaced. I said ok when he said we will call you. its been 8 months no call. I just called them and they told me that tough luck its been 8 months and they cant help me. wowDesired Settlement: repair the table or replace it...

Business

Response:

Good Afternoon Revdex.com,

Please pass on our apologies to our customer for the disappointment

he has experienced with the table he purchased from us.

Our records indicate that on the original date of service

we spoke directly with [redacted] and confirmed the reasons why we were unable to

offer an even exchange on the table.

Per our records on 6.14.2014:

1108 to 1130

table top: rsf top wood corner has almost 5" crack (1/8 of an

inch thick). This is season crack/mfg good. Top of table on several spots have

scrapes (5" and 10" approximately/cc good).

I spw customer [redacted] who is

a carpenter - he is stating there are no scrapes on the table - just very fine

lines that he isn't even concerned with - feels table s/be replaced due to mfg

defect noted.

Contacting AMS for approval on eex - denied per [redacted]

Above Comments Added By[redacted]

On 06/14/2014 at 12:14

We did speak with the customer again on 2.03.2015 and one

our Customer Care Team Leads has logged that [redacted] confirmed his table has customer

cause damages on it. In order to keep resolutions fair for all consumers alike

most retailers consider a warranty period void when the item in question has

additional damages that have occurred as a direct result of use or environment.

If [redacted] is willing to send in current photos of his table

in its condition overall we are willing to look into this concern further and

verify if we are able to process a one time even exchange as an extreme

courtesy for this customer.

Please ask [redacted] to submit photos to us via this email

address: [redacted]

Please ask that he provide a subject line of: Cr: [redacted]

Please ask that he provide a minimum of four photos:

-Photo

of the crack at a close range

-Photo

of the “scratches” he has disclosed as present at a close range

-Photo

of the table top from a distance so its entire condition can be seen

-Photo

of the table and its set components at a distance (table and matching chairs)

Kindest Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Review: bought rug from bobs within six weeks rug started to come apart called store and was told that they would not do anything about it that I would have to pay 200 dollars and get a new rug and being a senor I cant afford to spend that amount of money again to replace that rug againDesired Settlement: I would like them to replace the defective rug

Business

Response:

Good Morning Revdex.com,

Please pass on our apologies to our customer for the disappointment

they are experiencing with their ‘clearance/ pit ‘purchase from us. This rug

was acquired out of our clearance ‘AS IS’ center and the stipulation of the

additional discount (due to no warranty coverage) of the rug was clearly

expressed to our customer at the time of purchase.

Our records indicate that on 2.21.2015 the customer reported to us

that there was a hole in the rug from the table leg (this is not a table that

is associated with Bobs as far as I can tell). Based on this report along with

the fact that this purchase was provided to the consumer in an ‘AS IS’

agreement regretfully means that we are unable to take ownership for the

current or future condition of this product. As a retailer we aren’t even able

to determine if the product is defective or not (the rug could be experiencing a

normal wear and tear pattern from use in its specific environment) due to the circumstance

that no warranty exists on this product.

As an extreme courtesy and a further form of one time apology we

can offer to provide the customer with a Bobs Discount Furniture Gift Card for

$25.00. Should the customer wish to accept this courtesy offer please ask that

they respond to us via this Revdex.com channel or contact our Customer Care Offices [redacted] Mon – Sat 6:30a -8:00p or Sun 10:30a – 7:00p).

Kindest

Regards,

Bobs Discount

Furniture

Customer

Care Corporate Liaison