Bob's Discount Furniture

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

Business

Response:

Good Morning Revdex.com,

We certainly apologize to our customer for any confusion that may

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

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

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

certainly plan to honor the service arrangement we have reflected for

4.23.2015.

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

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

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

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

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

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

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

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

beyond the control of our business.

Our technician will make every effort to repair the merchandise should

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

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

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

with the customer directly at that time.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I financed a sectional sofa set using the acceptance now program through bobs discount furniture and purchased a full warranty called "oops proof" coverage which was explained to me as a full coverage plan where if anything happens to the set, it will either be fixed and if fixing is not an option, the piece or pieces would be replaced, however many times I have the set for 5 years. I made a claim in september 2014, the company sent out a service man who was to take pictures and evaluate the problem with the sleeper part of the set. The repair man took pictures, took the piece apart and left telling me that its not fixable. I called bobs and after several attempts and frustration, got through to someone who finally agreed to swap out the piece. I called back a month later, because of another problem with a different part of the set and the company gave me the same set up, where a repair man would come take pictures then let me know what will happen next. I called them back multiple times with no success. Every time I called, I'd get redirected to many different departments only to be disconnected after several transfers. THis happened over 5 times, so the final time I attempted to call I informed them I would not be making a payment until my claim is settled. They are calling me constantly and sending ppl to my home in attempts to collect payments. I do not feel it is right that I pay for a set that is broken, and covered under warranty any longer. Even after the hassles with my first claim, I continued to honor my part of the agreement in making timely payments.Desired Settlement: I would like them to honor their agreement that I was paying for. Should they do their part, I will gladly resume paying for the item that I purchased, but not if it is broken.

Business

Response:

Good Afternoon Dennis,

I’m sorry to learn of the frustration you are experiencing with

your product and assure you that should you be experiencing any factory defect

concern Bobs Discount Furniture truly wants to help you move forward under the

provisions of your ‘Goof Proof Plus’ protection plan.

In regards to the calls and visits you have been receiving for

payment, these are in no way related to Bobs Discount Furniture. As a consumer

and an individual you made a choice and signed a payment agreement with a

company called ‘Acceptance Now’ at the time of purchase. The debt you owe to

this company is not the concern or responsibility of Bobs Discount Furniture

nor are we permitted into the recordings or actions of this third party

company. Should you continue to not honor the contractual agreement you signed

with this company you can expect that the dispute and action from ‘Acceptance

Now’ will surely continue.

I apologize if you have had continued trouble getting thru to our

Customer Care Offices as you have cited that you have attempted to reach out to

us multiple times. We have been continually receiving incoming customer calls

into our call center everyday with no reported systems issues. The last record

we have under your account is from a technician that visited your home on

12.19.2014 to address a concern you had with the left side facing sofa. This

technician did not report finding any defects within this item and indicated to

us that he could not complete a courtesy repair as the concern was not the

result of a defect and the repair time would have held him in your home for

three hours plus. Your warranty thru Bobs Discount Furniture is for

coverage on factory defect concerns only.

As an extreme one time courtesy we have uploaded the necessary

paperwork to your customer account to replace the left arm facing sofa for you

with a factory fresh model (for your records these order numbers are: [redacted] & [redacted]).Please note that we still do stand by the integrity of our

technician’s report and should a concern present itself in the future where our

factory trained professional deems no manufacturing defect present Bobs

Discount Furniture will be unable to provide you with an option for recourse.

As I am certain our incoming Customer Care phone lines are working

at full capacity please contact our Customer Care Offices to schedule a

delivery date that works best for you, based off of the product’s availability.

Customer Care is available to you via [redacted] (Mon – Sat:

6:30am -8:00pm or Sunday 10:30am -7:00pm).

Sincerely,

[redacted]orporate Liaison

Bobs Discount Furniture

Review: I bought a Mattress set from Bobs. It looked nice and good quality. But after a month or so the mattress became unbearably loud. To the point where if I made the slightest adjustment it let out the loudest screeching noise. Being unhappy about this because we spent $600 on the mattress set we called BOBS. Where they sent out a technician to come and take a look. The Tech decided that the box spring was faulty and they ordered us a new one but required us to pay the shipping fee. Which in my opinion is not right since it was a manufacturing defect. However after receiving the new box spring not only did it continue to make the same noises the mattress itself was creating loud noises from the springs as well. So I called Bobs again where they scheduled another technician to come out and check it out. Unfortunately due to a family emergency neither myself or my boyfriend could be there however our roommate was who let the technician in and he took a look at it. He came to the conclusion that it was "our" brand new frame that was causing the issue. However I had already thought of this scenario and took the mattress and boxspring off of the frame and put it on the ground. Which it made the same exact noises on the ground as it did on the frame. So we called Bobs Customer service where an agent told me that "they stand by their technicians" which for me is not acceptable. So I spoke to a manager named [redacted] from their [redacted] office. I explained to him our issue where he agreed to send one last time a technician out to check out the mattress. However hours later I recieved a voicemail from [redacted] and he stated that unfortunately they will not be sending a technician out because they stand by their technicians. Which in my opinion is complete crap, since I was told a technician would be coming back out. I called back on multiple occasions to get [redacted] on the phone and was assured multiple times I would be recieving a phone call from him yet months later I still have yet to hear from him.

Furthermore I looked into the specific Mattress that I bought from Bobs. I found out from one of Bobs customer service reps that they had discontinued the mattress due to a manufacturing defect. So because no one will return my phone call nor correct the issue I am left with a pile of junk for a mattress. I have bought much cheaper mattresses which have held up for years. But I buy a more expensive one from bobs that doesn't even stand up 2 months.

I want this corrected and want my money back.Desired Settlement: I want to have my money back so that I can buy something that wont wear down after 2 months. I am completely astonished at lack of quality and lack of care for the customers.

Business

Response:

Good Afternoon,I spoke with Ms. [redacted], just a few moments ago and she expressed her concerns with her bedding purchase. Bob's Discount Furniture understands the importance of a good nights rest and as a result we offer several different options for recourse when presented with a bedding issue.After speaking with Ms. [redacted], it is unclear as to whether the mattress, foundation or bedframe is the object of her concerns. Currently we have a service technician scheduled to perform a bedding inspection in her home on April 28, 2015. Ms. [redacted] has agreed to separate the mattress from the foundation so that the technician can "test" each piece; If the mattress is defective we will offer a reselection on the complete bedding set and if the foundation is defective, Ms. [redacted] will be offered a reselection or refund of the item.It was a pleasure to speak with Ms. [redacted] and have the opportunity to address her concerns. She has my direct number and we will revisit her complaint next week. Thanks[redacted]

Review: Last year I moved out of my parents house to my new little apartment shopping around for furniture I decided to check out Bobs discount furniture the guy attending us told my fiancé and I all about the products we fell in love with a set of bed frame and 3 drawers one including a mirror which was perfect for us we also glanced around some more and decided to add a double twin bed couch which we thought was amazing. Now at the time of purchase we rounded to about 2,000 plus taxes with good credit I was able to finance with [redacted] which ended up being $150.00 a month plus interest chargers. After settling in we noticed the wood from the drawers were very weak and the double twin couch didn't seemed so stabled. After a few months of purchase our bed frame broke in half, I would call the company and complain tons of times but they seem to not put much interest besides them having to oder parts and the parts never coming. I would call plenty of times and thought maybe I wasn't getting any attention because I was not insuered I told the lady maybe I should of got insurance cause it seems they don't care for people that are not insured then she told me that the insurance company I would of had was no longer existent since 2010 so at the time of my purchase in 2014 even if I would of got insurance I would of paid out of pocket anyways cause they no longer had a insurance company.Desired Settlement: I care nothing for this company and refuse to ever go back and buy a product from them.

There products were not good at all and wouldn't recommend no one to buy from them.

I refuse to keep paying for the products and would rather get my money back so that I can pay wells fargo and stay away from a debt

Business

Response:

Dear Revdex.com,I spoke with Mr. [redacted] on June 10, 2015 and expressed his concerns with the quality of the drawers on the chest and dresser, as well as the frame of the queen size bed. Mr. [redacted] states that the issues with the bed and drawers occurred shortly after the 2013 delivery however, there are no notes on the account reflecting these issues.Although the one year manufacturer warranty has expired, I asked that he send photos of the drawers so that we could determine if our technician can either repair them drawers or if replacement parts are needed. In regard to the bed frame, Mr. [redacted] has discarded all but the headboard, therefore we are unable to inspect it and determine the cause of the damage. In our effort to provide the best possible customer service, given the [redacted] dissatisfaction, I have offered to issue a gift card to be used toward the purchase of one of our conventional metal frames or a new bed. Mr.[redacted], will speak with his wife and either call or email me back.Thanks[redacted]

Review: In March of 2015 I purchased a children's bedroom set at Bob's Discount furniture in [redacted]. The bed deliveried was broken. When I requested replacement parts I was told they would come in the mail, when this did not happen I called the customer service line again and the scheduled for a delivery of a bed. Upon arrival for this delivery the delivery man claimed that he didn't have all of the needed parts to provide me with a new bed. Following this incident there was two more attempts to deliver a new bed, each attempt resulting in broken parts or the delivery person not having all of the parts that he would need to build the new bed. After all of these attempts it was agreed that Bob's Discount Furniture would take back the entire bedroom set. I was promised a full refund but thus far so have only received $106.34 9 of the total $1168.77 for the set. Each time I call the customer service department I get a different answer/excuse for this.Desired Settlement: I need the promised full refund as quickly as possible! Bob's discount furniture had been playing with me and has had my money since March 2015, now we are in June 2015, and I have no bedroom set for my daughter and I don't have my refund!

Business

Response:

Good Afternoon Ms. [redacted],Thank you for choosing Bob's Discount Furniture. I apologize that we failed to properly deliver and assemble your daughter's bed. I imagine how excited she must have been to get a new bed only to be disappointed when she wasn't able to sleep in it. I have shared your experience with members of our delivery and quality control management teams and I assure you that they will review your account to determine what went wrong and how to prevent it from occurring in the future. Your patience during the process is appreciated however, given the repeated delivery attempts, your decision to cancel the order for a refund is understood. I assure your that your experience is not the norm of our delivery service. If you grant us the opportunity to reinstate your order, I will personally oversee the process from beginning to end and I will apply a $100 gift card to your account to either be used toward the purchase or an accessory item to compliment the furniture. Otherwise a refund check in the amount of $1062.45 was processed and mailed out to your home on June 5, 2015 and you should expect to receive it within 10-14 business days.Thanks,[redacted]

Review: I purchased items from store. Set up delivery dat. No merchandise delivered. Following day was promised delivery without delivery. Cancelled order due to poor customer service. Have been waiting for 2 weeks for return of money. I made 3 separate call to inquire about the money being returned/. All say will be returned in 24 hrs and still as of today no money returned. So. I have no furniture and no refund.Desired Settlement: need my money refunded.

Business

Response:

Good Afternoon Ms. [redacted],Thank you for choosing Bob's Discount Furniture. I researched our system and found a purchase under the last name, [redacted]. I apologize that we did not complete delivery as expected. I'm sure this must have been a disappointment and inconvenience. According to our records, delivery was originally scheduled for May 30, 2015; the delivery team was running behind schedule and you agreed reschedule for the following day. The following day you called to confirm the expected timeframe for delivery however, since we had added you to the delivery schedule, the timeframe was not available. By 2:45pm that day, we were informed by the delivery team that their truck had broken down, thus further delaying the completion of their deliveries. Understandably you decided to cancel the delivery and order.Please allow me to assure you that your experience is not reflective of our delivery service and I sincerely apologize for the inconvenience we have caused you. If given another opportunity to gain your business, I will make myself available to you and follow through with the delivery to completion. If you reinstate your order, I will apply a gift card to your account, as a token of our appreciation. Otherwise the refund for the canceled order was released to your credit card ending in [redacted] on June 5, 2015.Bob's Discount Furniture appreciates your business.Thanks,[redacted]

Review: We purchased a living room set 3 years ago with the extended 5 year warranty (goof proof plan). We were told during the purchase that EVERYTHING would be covered. The sales person really talked up this plan and assured us that it in the event that we needed to file a claim that everything would be hassle-free. So we decided to spend the extra money for the extended warranty. It gave us piece of mind, until now.

A couple of weeks ago our rocking recliner’s reclining mechanism broke and Bob’s refuses to cover it. Quality furniture should NOT break in 3 years! So, I called Bob’s and they sent out a technician. A week later a technician shows up at my house and looks at the recliner. He said that the reclining mechanism needs to be replaced but also said that Bob’s will probably not fix it. He was telling me how management instructs the technicians not to label the furniture in question as a “manufacturing defect” because then Bob's will have to cover it. He said the last time he marked a customer’s furniture as a “manufacturing defect” he was threatened with losing his job. I couldn’t believe that Bob’s would treat their employees and customers this way. They are blatantly trying NOT to satisfy their customers. When he called into the office he refused to label my recliner to the person on the phone in fear of losing his job. He said he knew it was a manufacturing defect but didn’t want to get in trouble. I sat there right in front of him while he had this conversation. He then handed me the phone and said “good luck”. I then spent the next HOUR arguing with the person on the phone. The man tried to say it was “normal wear & tear” and refused to do anything about it, even after the technician just said it was a manufacturing issue and the reclining mechanism needed to be replaced. If “normal” wear & tear means breaking after 3 years then your furniture is NOT quality furniture. No one buys furniture expecting that it will break in 3 years….that’s NOT normal.

I asked the man to transfer me to a supervisor and he transferred me to [redacted], she first told me that they do not make the reclining mechanism for my recliner anymore and there is nothing she could do. I asked her for a replacement if a repair was not possible and she refused. After almost another HOUR on the phone with [redacted] she asks me to hold while she sees if there is anything else she can do. After a long hold she returns and says that they actually do have the reclining mechanism and I can pay over $200 to have someone some replace it! I ALREADY PAID ALMOST $200 FOR THE GOOF-PROOF 5 YEAR PROTECTION PLAN THAT WAS SUPPOSED TO COVER THINGS LIKE THIS IN THE FIRST PLACE! This was unacceptable to us so I asked to speak with the head of customer service ([redacted] said her name was [redacted]). [redacted] was unavailable so she said I would get a call back in 24hrs. We received a call back over 24hrs later and my husband took the call. [redacted] was on the line, not [redacted], and she refused to rectify the situation as well. My husband asked to speak with [redacted] and [redacted] said she wasn't available and that she'd call back in 24hrs. That was OVER A WEEK AGO and we NEVER received a call back.

We have spent many hours on the phone and waiting for repair men to show up. The way we have been treated by the customer service staff is unacceptable. We are not asking for anything extra, just what we paid for and what is advertised and expected by the extended warranty plan.

Bob's Furniture is a RIP OFF and so is their extended warranty!. They do not stand behind their products and will leave you stranded with broken furniture even after you spent the extra money on extended warranties/insurance.Desired Settlement: REPAIR OR REPLACE DEFECTIVE RECLINER.

Business

Response:

Good Morning Revdex.com,

We apologize that the customer is

experiencing any disappointment while trying to use the protection plan they

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

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

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

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

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

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

In this consumer’s specific case there is no

defect present within the chair at all (after 3 years of use) therefore the

terms of the purchased protection do not apply. We stand behind the integrity

of our technician’s original report and we have fully researched the

allegations stated here regarding the technician’s behavior. Bobs Discount

Furniture does not negatively impact any of our technicians for locating defects

in products and maintain that the accusation stated here is a false

representation of the actual service visit that occurred.

As an extreme courtesy we are willing to offer this customer a one

time option for reselection (store credit to pick a different item) at a

prorated percentage. Please see below for the option outline, should the

customer wish to accept this offer they can respond to us via this Revdex.com channel

as ‘Satisfied’. We will have a retail representative reach out to the customer

to make them aware of their active credit after the Revdex.com claim has been fully

closed.

Option for resolution:

We will provide the customer

with 75% store credit based on the price paid to us for the recliner

(Credit = 299.25).

This store credit will allow the customer to reselect to a different recliner whose

normal wear pattern may fit their needs and longevity expectations better.

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

two months) we will expect to remove the current recliner they have in their

possession on the same date we deliver the new selection.

As an additional apology for the customer’s frustration

communicated, we will also cover the cost of any delivery fee associated with the

newly selected merchandise (that is approx. an additional $100.00 savings

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

resolution.

I look forward to hearing back from the customer and apologize

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

furniture concerns.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I do not appreciate the response I received that disregards my original complaint and denies any fault in the furniture. My recliner does not recline as it is supposed to. Your technician acknowledged the problem and determined that the solution would be to replace the reclining mechanism. For you to insist that the is "no defect present within the chair at all" is absolutely ludicrous. If there was "no defect" then why did [redacted] in your customer service department attempt to sell me a new reclining mechanism?

Review: Ordered a bedroom set for my grandson and it was crap. Light didn't work, back headboard sliding piece broken, drawers under broken, nightstand broken. Took the nightstand back and set up a service call for the bed. Second nightstand came in and broke the next day. Called for a refund and only could get store credit and not a refund. Anything delivered NO refunds. I wasn't told that when I purchased the set. . Now I am stuck with a store credit and HAVE to buy something from you. I don't want anymore furniture from you I want a refund. I see That's how you operate and make money.Desired Settlement: I want a full refund and not be forced to buy something from your store when the merchandise you sold me was very poor quality and fell apart. And the nightstand twice. I don't want anything else from your store.

Business

Response:

Good Morning Revdex.com,

This customer reported these concerns thru an alternate social

media channel as well and as of 8.19.2015 the desired settlement was reached thru our Customer Care

Department.

Pick up of the merchandise is scheduled to occur on 8.26.2015

and we consider this complaint closed from our end at this time.

Review: I purchased a full set of furniture from Bob's Discount Furniture in [redacted], ** in April 2014 AND I paid for the "Goof Proof" five year protection plan that extended beyond the warranty. Since that time, my furniture has literally fallen apart and the loveseat is totally unusable. The loveseat sinks in, the foam settled in a corner of the cushions, the fabric tore with normal sitting, the springs seem broken. The bed was fixed once, but then I had to get a carpenter AT MY OWN EXPENSE to fix it again because it falls on the floor. The coffee table, entertainment center, night stand and dresser have chips and flaked off flakeboard. A corner on the entertainment center's drawer has broken off. The furniture looks like it is 20 years old instead of a little over a year. I have had many sets of furniture in my lifetime. This is the one and only set that fell apart. The store says I should claim it through the 5 year protection plan I purchased at the store with [redacted], and the folks at [redacted] say it is definitely manufacturing defects and I should follow it up with the store. Neither will accept responsibility.Desired Settlement: I would like a complete replacement or refund as this furniture is totally defective.

Business

Response:

Good Morning Revdex.com,

Our records indicate that the Sofa, Loveseat, Cocktail

table, and the TV chest were delivered on 04/17/2014. We initially reviewed

photos of this merchandise in late October of 2015 and communicated to the customer

that the concerns pictured were not coverable occurrences for replacement under

the conditions of her Bobs Goof Proof Plus Plan, I.E – we determined that there

were no factory defects present.

The customer has since commanded that we review her account

again and we have already set up a resolution for this dispute.

At this time the customer’s account shows that they are

awaiting a service professional (scheduled for: 12.10.2015) to assess the

reported damages and repair if possible under the terms of the ‘Service Policy’

we list on our sales receipt (and the customer commonly signs as agreed to at

the time of purchase).

Our responsibility as a business under the associated

coverage on this merchandise is related strictly to factory defects. Again our

policy can be located on the original sales invoice or you may view the same

information in the form of question/answer thru the below link to our website.

We maintain confidence that the service professional

arranged for 12.10.2015 will be able to provide satisfaction with repair and/or

an alternate results for any factory

defects present. If there are no factory defects present we will be

unable to offer the customer further recourse as the terms we communicate

(whether written or verbally) at the time of sale and via our website are in

place to keep resolutions fair for all customers alike.

Kind Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Even the goof proof protection rep said the problem is a manufacturing defect. After all, material used is flimsy enough to rip and tear when sitting on in in one year's time and the stuffing in the attached pillows has balled up and DISAPPEARED. How can you say that is not a fault of the manufacturer? Plus the springs sunk so we cant sit on the furniture -- if the piece was manufactured correctly, this too would not be happening. We are a house of four adults who all work so we are not even using the furniture during the day. For wood (or flakeboard, not sure what it is) to flake off of pieces , fabric to tear, springs to sink in...all for a few hours of usage some nights in a little over a year's time, certainly DOES seem the fault of the manufacturer. I have owned sets from many manufacturers through the years and so have my extended family and none of us have ever seen or heard of this happening. They need to take responsibility that thiese are faulty manufactured products and stand behind them as they said they would when I purchased them.

Sincerely,

Review: After receiving a gift card from customer service for a previous customer service issue, I ordered a carpet with the gift card the other day and was told it would deliver in 7-10 days. A few days later received a voicemail telling me the rug is on back order and would take 3-4 months to deliver. I then called to cancel the order and order a different rug. They refunded my order on store credit instead of a gift card and told me I now cannot order anything on the website and had to personally go to the store instead since it is now store credit. After asking customer service to change it back to a gift card they told me I now have to wait a week before they can process that request, with no explanation at all,leaving me with no rug for an extra week or so. They refused to process the exchange right there on the phone, with no explanation as of to why.Desired Settlement: For the business to deliver rug I attempted to order the second time in exchange of the back ordered rug immediately with no delivery fee.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies for the confusion

our customer has experienced from us. Our outlet inventory listed on line is an

entirely different level of inventory/operating system then the merchandise we

have to offer via our show rooms.

The only order I can see within this customer’s account

for a rug from the order that had been previously canceled. If the new rug the

customer is referring to is also online outlet merchandise (like their first

rug) then the order must be made thru our website by the consumer. We are not

permitted to make phone orders for this type of merchandise as there are

inventory counters attached to the merchandise that update themselves when a

new order is issued thru the website. I apologize to our customer that due to

our literal system restraints we were unable to process them a new order for another

rug from our online outlet store.

At this time I can convey that we have already arranged

to have the $100.00 store credit re –issued on a Bobs Gift Card number (we had

to make an entirely new gift card for this concern which can take anywhere from

7-10 days for any customer) that will arrive to our customer’s email address [redacted] –looks

different from the one given to Revdex.com) within the following 48-72 business hours.

As a form of compensation for this inconvenience we will

agree to refund any delivery fee paid towards a completed order specifically

& only for the cost of a rug after

that delivery has successfully taken place.

Review: We bought a sofa set from Bobs less than a year ago and the leather on the sofa started to peel. I contacted the customer service for repair or replacement but they simply denied the claim by saying that it is normal wear and tear. I then contacted a leather manufacturer/supplier and asked if that was normal and they told me that Bobs customer service is lying and that sometime if the leather is not cured properly in the factory it starts to chip and discolor. When I told this information to the Bob's customer service they didn't agree with me and still denied my warranty claim.Desired Settlement: Repair/Replacement or Return of the complete order and FULL Refund.

Business

Response:

Good Morning Revdex.com,

Please pass on our

sincerest apologies for any disappointment our customer is experiencing with

their furniture and its wear pattern. We are in no way being dishonest and

there are plenty of channels with public information available to support the

fact that neither a retailer nor a manufacturer in a scenario like this

typically offers recourse. The customer’s merchandise is 100% leather and

any occurrence of fading or peeling is not covered under the manufacturing

warranty as it stems from the environment and usage the item is receiving. I.E

– if the humidity of a person’s residence is low the leather (being that it is

a natural hide) can and will dry out, crack, split, or even begin to peel.

There are several other instances of examples for environmental usage that can

and do cause a true leather product to show early signs of wear and tear.

Please do not assume that I am implying that with certainty I am aware of one

of these examples being the direct contributor to damage with this one

individual however, it is reasonable and appropriate for our business to

consider all possible scenarios when determining what courtesy offer outside

of the warranty may be possible for this situation.

Should the customer wish to provide the information of

who they assert they spoke with ‘as the manufacturer’ for this product I’d

certainly be willing to research their statement to its fullest extent. To the

best of my knowledge the manufacturers (who are commonly overseas) do not speak

with consumers directly and it certainly poses a serious concern for our

company if one of our vendors is implying that we are being untruthful to our

customer.

As a one time extreme

courtesy we will make the offer listed below, should the customer wish to move

forward with this offer they may respond again to this Revdex.com channel as

‘Satisfied’ and we will have our retail location reach out to them shortly

after to ensure they are aware of their store credit being active.

Courtesy Offer:

Review: Hello- I purchased a daybed on tax-free weekend on line with Bob's.The bed was deleivered today without a matteress. I am lodging a compliant because the advertising on line was not clear that the bed did not come with a matteress. The option for the bed with trundle were for the bed at 399.00 with 2 mattresses at 599.00 or with 2 bob-opedics at 799.00. There was no option for 1 mattress whcih led me to believe that the it came with 1 mattress and looked liked it is pictrued on line. There also was no alert indciatign, do you want to buy a mattess to go with the bed?They will not accpet a return. They have a no return policy or return with store credit. They would offer me the opprotunity to buy a mattress (thank you very much) but no diccount related to the tax-free weekend and I will now have to pay another delivery fee and would not be reimbursed for the delievery fee on a return.I feel that they this is false advertising.Thank you.Desired Settlement: 2 mattresses for the difference of 200.00 and no delievery fee.

Business

Response:

Good Afternoon

[redacted],

I am

very sorry for the confusion you experienced during your online purchase with

us. I assure you that we are a company built on core values such as honesty and

integrity.

The Olivia Daybed via our website has a ‘Description’

tab containing accurate information to educate our customers on what comes at

the $399.00 price point. Here is the link to the Olivia Daybed page and I have

pasted the product information in question below for your review: http://www.mybobs.com/olivia-daybed

Product Details:

- Mattress not included

- Daybed includes arms, back, rails, slats, and underbed trundle unit

- 100% polyester

Bobs Discount Furniture has not failed in our

ability to properly advertise this product for sale and I do acknowledge your

frustrations as I see that there is one photo with a picture of the daybed in

showroom condition; however there are two other pictures on the same page that

plainly illustrate the daybed with no additional bedding at the $399.00 price

point. I do apologize that your sales order was not personally reviewed with

you by one of our sales professionals during the busy tax free weekend and as a

form of apology we can provide you with a $50.00 Bobs Discount Furniture Gift

Card. Regretfully we are unable to further discount or give merchandise away at

no charge, this $50.00 gift card can help to cover the cost of the new delivery

fee associated with the purchase of the bedding you cite to still need.

In order to process this Gift Card to you I will

ask that you respond to me with information that will help me locate your sales

order. I tried searching with your name, address, and email but my search

continues to return no hits. Do you have your sales invoice number, the

delivery address, or the first and last name that is listed on your sales

invoice?

Kind 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.

However, why am I not surprised Bob's can't find my info and how do I respond with the information requested?

I do not have the invoice #

The charge was to me

the shipping address was to [redacted]

Sincerely,

Review: I did everything the conpany asked me to do to submit my claim. I sent a photo of two obvious slits in my furniture that was cause by an accident. The company claimed this damage was caused by "wear and tear" and they only cover accidental claims. By the picture it is very obvious this is not wear and tear. Also the furniture is not even a year old! How is that wear and tear? I spoke with several people from this company, none were helpful. They claimed because the claim was done there is no going back and investigating. They based this all on a picture. Nobody came out to my home to look at the furniture. All I asked was the material be replaced on the cushion. I did not ask for money, or the whole couch or cushion replaced. I simply asked for the material that goes over the cushion replaced. I feel as if this company is finding excuses to not honor their "[redacted]" policy. A policy that I paid extra for every month only to find out they will not replace two rips in my couch smaller than 6 inches. I am disgusted they will not honor my request and very disappointed in this company. Now I have a couch with two tears in it. I thought this would be a small repair but I was wrong. I felt the customer service was not caring of my situation. When I asked to speak to a supervisor or manager the response I recieved was, "they are not here." I was left with no contact information to further pursue my request.Desired Settlement: I just simply want the material on my couch replaced. Just the material that goes over the cushion. I am not asking for the chase portion to be replaced or the whole couch! Just the material that simply zips off of the cushion! Material that I am sure is not costly to the company.

Business

Response:

Good Morning Revdex.com,

I have spoken with [redacted] this morning (10.07.2014) and

apologized for the headache that she has had to deal with while seeking

resolution thru the [redacted] company and Bobs directly. We have authorized and

even exchange of the affected item for resolution on this concern and are

currently scheduled to make the exchange on 10.20.2014. I have also provided [redacted] with my direct contact information as I will be personally following up

with her to ensure she continues to be satisfied.

Thank you for the opportunity to make this right,

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: On Labor day weekend (Sept 2014) I purchased two sectionals from Bobs online store after visiting their [redacted] place show room.

I was called that week and informed one piece of the couch was on back order until 9/26, at this point I requested delivery 10/3.

I then booked scheduled Junk removers to take away my existing furniture on 10/2.

on Sept 20th at 7:30pm I received a call from Bobs (###-###-####) stating that one piece was on backorder until 10/5 so I would need to reschedule delivery, I said 10/11 would be fine.

At that point I rescheduled my removal service and incurred a 100$ fee.

On 9/29 I received an automated phone call stating my delivery was scheduled for 10/3, I waited for 10+ minutes to speak with a representative. I was informed they had no record of my delivery being changed and that my couches were not on back order. I informed the person that I could not accept delivery on the 3rd as I had rescheduled my removal and work schedule to fit delivery on the 11th. The representative told me he understood and would arrange for the 11th.

On 9/30 I received a voice message from Bobs (###-###-####) stating they could not deliver my couches on the 11th so they were going to go ahead and deliver on 10/3.

At this point I was very upset and called customer service. I found it very troubling that they would change my delivery to a date I stated I could no longer be available without even speaking to me and then I had to wait a long time to speak with a representative. When I finally spoke with a representative she was apologetic about the situation but stated there was no way to schedule delivery on 10/11, she said the only option was to have the delivery on 10/18. I informed her that this had already cost me time at work and fees from junk removal not to mention my delivery date was now 6weeks from when I purchased the couches. I informed her I would be charged another $100 from the junk removal company (totaling 200$ in fees) and that I could not measure how much I lost in work as I had to constantly change schedules and the cost is not only monetary but the changing reflects poorly on me to my employer. I stated I was going to cancel the order completely (as at this point I was entitled to a full refund). The representative assured me that although she could not compensate me at the moment once I accepted delivery to call back and money would be credited to my account. This statement prevented me from canceling the order and instead I went ahead and changed my junk removal and work schedule AGAIN.

on 10/18 I received the merchandise.

on 10/20 I called customer service and spoke with "[redacted]", [redacted] informed me that the representative meant a gift card would be issued to me and stated he would send me a $75 gift card. I fully explained the situation and stated a gift card would not remedy the situation in any way. I stated that I felt misinformed by the last representative as she knew I was going to cancel my order completely (total $1,128.60), by stating she would "credit my account" she mislead me to believe that I would receive a refund to my credit card as I do not have a "bobs account". [redacted] stated he would only issue a gift card because the goal was to keep me as a Bobs customer, I told him this is not a way to keep me as a customer as I have no faith in their ability to delivery timely or stand by their word.

I was mislead on multiple occasions by these representatives. It took more than 6 weeks to receive my merchandise. I incurred 200$ in fees from a 3rd party Junk remover (which bobs does not offer so I had to hire an outside company) and I had to change my work schedule multiple times. All of this was a result of misleading information and unprofessionalism.Desired Settlement: I would like a refund of at least 200$ to my credit card used to purchase the items or as a company check. My phone number is ###-###-####.

Business

Response:

Good Morning Revdex.com,

We are very sorry for any and all inconveniences our customer

endured during this purchase with us.

We do understand that having to reschedule and as our

customer alleges she was routed for a day she didn’t agree on, is extremely

frustrating. We do take ownership for our own failures and/or lack of care in

this scenario; however we cannot be responsible for the fees or services that

were contracted through another company.

The customer did accept our offer for a $75.00 gift card as

an apology and we fulfilled the original agreement we were hired to complete to

this consumer.

Should the customer wish to accept it we will make a final

offer of compensation for a monetary refund in the amount of $99.99 (this is

what the customer paid us for a delivery fee). As we already indicated to our

customer, it is far beyond our normal procedures to refund monetary amounts from

a sales order for any reason. We are working above and beyond to try and

satisfy this customer’s demand for compensation.

The customer can contact our Customer Care Office (###-###-####)

to process this refund credit or respond to us directly through this Revdex.com

channel that this option is satisfactory.

Consumer

Response:

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

Sincerely,

Review: Delivery is only available on Weds and Fridays in our area. We made arrangements to be home for a delivery on a Friday and during the delivery a piece of a sectional was damaged. The store ordered us a replacement piece, and schedule its delivery. We again took off work to be home for the delivery. They removed the damaged piece and then told us they had nothing to replace it with. When we called customer service they said they could not get us the replacement piece for several weeks and when I said that was unacceptable, they said they'd get it to me the following Wednesday. I said it would have to be AFTER 4pm and they agreed. The day before delivery they scheduled for 8am, and when I told them I was unable to be home for that, they said they could not schedule for after 4pm. I said I was not taking more time off work and they would have to either deliver it Saturday, or take back their furniture. They agreed to Saturday. When I called back to confirm, they said it was scheduled for April 1, a Wednesday, and that Saturday wasn't their delivery day. I said please take back your furniture and refund my money, as I no longer want to do business with you. They said they could only offer me a store credit. I said I wanted to talk to someone higher up, and rudely the supervisor told me they would advise I'd like to talk with their boss to tell me the same thing. (Which is not something a subordinate should be telling someone--that their boss will say the same).Desired Settlement: I want either Saturday delivery of my full order, or I want the furniture that is in place removed in exchange for a full refund.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies to our customer for

the frustrations caused by the delivery zone and the merchandise having an

unexpected back order date. We certainly take ownership for the unexpected

delay from the manufacturer and genuinely wish we could undo the mistakes that

have occurred during these transactions.

We further apologize for the rude behavior that this

customer asserts to have endured from our Customer Care Staff and have begun

researching our recording so that we can properly address the obvious coaching

concern this customer has brought to our attention.

Our records Indicate that we were able to accommodate a

delivery zone exception in an effort to make it right by our customer and

successfully delivered the remaining merchandise as of 3.28.2015 (Sat).

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: I purchased a sofa/loveseat set on July 16, 2011 along with the Goof Proof plan. When I purchased the warranty, the salesperson SPECIFICALLY stated that scratches, tears, peeling, cushion deflating and accidental damage to the sofa and loveseat would be covered under this warranty for 5 years. A little less than 1 year after purchase, one of the cushions on the sofa became deflated and I contacted the number associated with the goof proof plan to report the issue. A technician was sent to my home and he stuffed the cushion with new foam and the cushion felt more firm. I haven't had any issues with the sofa/loveseat until the past month or two when I began noticing some scratches and peeling on the sofa and loveseat and some of the cushions were deflated on the sofa and loveseat again. I called the goof proof number a few weeks ago and reported the complaint, I was put on hold for a few minutes and the representative came back and told me that scratches, tears, peeling from regular use on my sofa and loveseat were not covered under my plan. I asked why a technician could not come in and at least stuff the cushions again and I was told that it is not covered under the warranty as well. I let them know about the first time I had deflated cushions and a technician was sent to stuff them and the representative told me the technician was from Bob's and the deflating was covered under the manufacturer's warranty not under the goof proof plan. I was very frustrated because when we bought the goof proof plan this was not something that the salesperson mentioned; if I was told this when I was at the location purchasing this plan, I would not have done so. I did not argue with the representative at the time and just ended the call. About 2 weeks ago, the loveseat suffered a 2-3 inch accidental tear because I was replacing a curtain and the rod fell right on the back cushion of the loveseat and tore a part of it. I called goof proof yesterday (6/29/15) and reported the incident along with the scratches and peeling of the sofa and the deflated cushions. Again, the representative told me that the scratches and peeling were not covered and neither was the tear; only accidental damage and damage to the frame are covered and the deflated cushions were not covered as well. At this point, I was very frustrated and explained that the tear happened accidentally, it wasn't something that was from everyday use. The representative proceeded to take the information about the tear and put me on hold to process the report. When he came back on the line, he told me that the tear isn't covered because its surface level. It is one thing to mislead a customer and sell them a warranty that doesn't cover any of the things the salesperson said but then when I report a accidental damage, you tell me that it's not covered because its surface level?!?! That is absolutely ridiculous! I was NEVER told that there would be terms under accidental coverage as well. Now I have a loveseat with a tear and peeling and a sofa with peeling and deflated cushions on both sofa and loveseat that the $100 warranty I purchased specifically to cover those things, doesn't cover it. I paid a total of $1,282.91 for the merchandise, warranty, shipping and taxes, which would be a justified purchase if the warranty actually covered what it I was told it would cover. I am so disappointed and so frustrated with this goof proof warranty purchase.Desired Settlement: I want a technician to repair the damages and peeling on the sofa and loveseat, replace the foam in the cushions on both sofa and loveseat because that is what I was told the warranty would cover.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our deepest apologies for any frustration the

customer has been met with while working with the Guardian company to report

the listed concerns. Bobs Discount Furniture offers the best protection plan available

in our industry and we stand behind the value of the Goof Proof and Goof Proof

Plus Plans.

I have left this customer a voicemail message this afternoon

(7.08.2015) with my direct contact number ([redacted]) requesting a call back

at their earliest convenience. I look forward to speaking with this customer

and working to resolve their concerns in the most fair and adequate manner

possible.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: I received a king-size mattress on Tuesday unfortunately while it was pouring rain outside. This resulted in the mattress being covered in 4 mud stains (one mud stain was 18 inches in length alone), as well as a completely soaked upper-right section. I confronted the driver about this who told me that its because the plastic they were provided wasn't big enough for my mattress? He then said it will disappear and made me feel extremely uncomfortable. I immediately called Customer Care while the drivers were still outside and the agent I spoke to was very understanding and offered to deliver a new mattress today. Since I was worried the return would be 'voided' if anything else were to happen to the mattress, as well as the fact I didn't want to sleep on a wet mattress that would probably cause mold on the inside, my boyfriend and I have been sharing a sectional now for 9 days. I took off of work (from a new job) for the exchange delivery today & received the standard confirmation call last night stating my delivery would be here between 12 and 4 PM. I have also had the tracker up all day and was surprised to see it update to 'Delivered at 2:03 PM' when I clearly did not receive anything. I right away called Customer Care which the agent also told me her records indicated my mattress was delivered and "okayed". She put me on hold to then tell me the drivers were "relieved for the remainder of the day". I asked why it was processed as delivered when it obviously wasn't and received no response other than she didn't know. I asked to speak to someone else but she then said it would "require an investigation". She was able to schedule delivery for tomorrow but did not address any of my concerns of wanting to know what happened or to speak to someone else. I was frustrated at this point and know that it wasn't her fault and felt bad on taking out my disappointment with this company on the agent so I agreed to delivery tomorrow and hung up. Personally, I do not even want this mattress anymore and would like to speak to someone immediately about my experience as well we what can be done as I would like to take my business immediately elsewhere. Please contact me at [redacted]. Thank you.Desired Settlement: At this point, I am so disappointed with the level of service I received today and do not want anything in my house to be associated to Bobs Furniture. I unfortunately have a sectional, bedroom set and mattress (part of above complaint) tied to my account. If Bobs does fulfill the mattress delivery tomorrow, I either would like to return it right away and get the full cost of mattress/boxspring back, or some other type of compensation and acknowledgement to keep me as a customer.

Business

Response:

Good Afternoon Revdex.com,

We are very sorry about the concerns our customer experienced with this

mattress delivery and our records indicate that the mattress had been delivered

the following day after this complaint was submitted to Revdex.com (8.15.2015).

While we agree that our customer has experienced

inconvenience as a result of our failures I feel it is pertinent that the Revdex.com

be made aware that I personally spoke

with this customer on 8.08.2015 and made an accommodation to work out of

our normal policies and offer store credit on a foundation that the customer

was never charged for by our company.

We made the adjustments to our delivery schedule on a

Saturday to accommodate this individual, as a business it is our duty to make

the concern we caused right and this duty has been met just as the customer

demanded it be. We took into account the level of failure our customer experienced

and made it right by this individual even though we were ultimately inconveniencing

others.

There are no defects present or concerns of the

cosmetic nature present with this bedding set at this time, therefore the

factory fresh merchandise in our customer’s home in not eligible for a refund.

We are happy to offer our customer a $100.00 Bobs

Discount Furniture Gift Card as our further form of apology for this concern.

If the customer would like to accept our offer please

advise that they respond to us as ‘satisfied’ via this Revdex.com channel and they

should receive the gift card within 7-10 business days of their response being

entered.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Review: "I'll call you right back" On three separate occasions I have been told this and in all three cases I DID NOT GET A CALL BACK. I purchased 8 pieces of furniture in October. I was given 2 separate delivery dates as 2 pieces were on back order. The first delivery date, I item was damaged (box spring) needed to keep so my kid could sleep on his bed. Arranged to have the it changed out when they returned to deliver the other 2 pieces. Second delivery date the new box spring was damaged as well, someone at the warehouse forgot to put 1 piece of furniture on the truck and the delivery people damaged my bedroom door. Attempted 2 more deliveries during times which were now convenient to ME. Third delivery came in the morning when I requested the afternoon, they said they would call when they were done with their route to see if they could come back - no one ever called. Fourth delivery came 45 minutes before I could have someone home. Again, they said they would see if they could do their next delivery and come back - and someone would call me back - NOPE no call back. Went to the store to get my money back for the piece of furniture that wasn't delivered and to get a refund for the damaged box spring that I was willing to keep AND get a refund of at least part of my delivery fee (because they failed to deliver everything). Received a refund for the furniture, was offered a $100 store credit for the damaged box spring. Not happy. The manager at the store said he was reaching out to his regional manager and would call me back in 15-30 minutes. That was at 3:10 PM (now 4:35 PM). I want to say that through the multiple phone calls and conversations I never lost my temper and tried to remain reasonable. Bob is always on TV talking about customer service. Bob - an item I purchased was delivered DAMAGED, the replacement item was delivered DAMAGED. An item I purchased was left off the delivery truck. And your delivery department expects me to take more time off work to work on their schedule. My time is very valuable and I cannot keep taking 4 hours off of work so you can get it right. I'm extremely disappointment in my experience and even more so in the people I keep talking with who tell me they are sorry and will follow through/up and then don't.Desired Settlement: I would like a refund of at least 1/2 of my delivery charge and a complete refund for the damaged box spring OR they can replace the damaged box spring during a time when I can be home without taking time off of work (weekdays after 3:30 PM).

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the inconvenience

the multiple deliveries and damaged product continues to cause our customer. We

can certainly understand the customer’s frustration and assure our customer

that we never intended to disappointment them or cause them any aggravations.

Bob’s prides itself on providing quality service and the

best value product for the price. Our primary focus is on making the concern we

caused right so that our customer is satisfied with the product that they have

purchased from us.

As

the retailer we do take full responsibility for the disappointments that may

have occurred at the factory overseas or during the extensive transit the

merchandise endures prior to arriving to our customer. We want nothing more

than to make our failures right and provide our customer with the merchandise

they selected in the condition they expected. Regretfully like any other

business that involves a mass amount of daily shipments, there are aspects of the

delivery end that are not always within our control.

To maximize efficiency and keep the

delivery service fair for all consumers alike we route all of our deliveries

using a computer system that registers distances between all of the sub

contracted trucking depots and the customer’s stops that are scheduled. Once

this electronic routing process is completed an automated calling system makes

contact with our customers and provides an estimated four hour window for

arrival. On a very large scale out of 4,000 deliveries a day this process allows

for a smooth completion of delivery. We communicate this via many facets to

remain as honest and transparent as possible with our customers. Some of those

facets include the trifold provided at the time of sale and the ‘Delivery

Tracker’ available through our website. While we can request timeframes, as a

retailer we can never expect to know if our routing department will be able to

honor that request or what events will occur out of our direct control on the

road when the delivery date arrives. For example, if one customer cancels, is

not at home, or has an area that is not cleared for delivery it can cause the

team to run earlier or later than expected.

We further apologize for any

confusion that may have been present during our interactions regarding the team

possibly coming back on the previously scheduled delivery dates and we are in

the process of locating these recording to address any coaching concerns

present within these calls. It is common practice and our representatives are

continually trained to advise the customer to contact us once they have arrived

back to their residence and are physically available to accept delivery. As a

business we cannot confirm if/when someone is actually present in the residence

for delivery- therefore we rely on the customer contacting us in this case so

that we can map where the team currently is in reference to the customer’s stop.

At that point we can see if the ‘Go –Back’ request is even possible.

A time frame guarantee for after

3:30pm on a weekday is not a proactive resolution for our customer. There are

too many variables that cannot be controlled by our business in regards to the

other customers/other merchandise/weather /traffic conditions/etc. on the run

for that day. We most certainly do not want to let our customer down again.

Please see below for a list of possible avenues available

for proactive resolution:

Review: I bought a set of furniture from Bob's discount. It included a couch, love seat, coffee table and two end tables. A long dresser and tall dresser and two night stands. When they were delivered, the tall dresser had some problems. The top opens up. the right side hinge pops and the bottom drawer had a bent rail on the left side. The delivery driver and I explained it to the rep that he called and told him to order the parts so the repairman can fix it when he comes. they agreed. After several attempts to show up to do the repair, we found a time where we both could meet. I asked the repairman where are the parts? He said he did not know about any parts. He looked at it and said the exact same thing was wrong with it as we told the original rep. I am very upset at this point that I had to take off work just to be told what we already knew and now I will have to take off work again for them to fix it. I travel for work and it is very difficult for me to be at home. Every time I called to complain and try to fix this they put me on hold for 15 to 30 minutes and sometimes hangs up. It is sad that I paid a lot of money for this and can not use it. it has been over a month now and the problem is still pending. I am trying to get them to compensate me for my trouble and time.Desired Settlement: I want to be refunded part of my payment for my inconvenience and time. Right now we do not know when we will be able to get it fixed.

Business

Response:

Good afternoon Revdex.com,

Please pass on our sincerest apologies for the inconvenience the

damaged product continues to cause our customer. We can certainly understand

the customer’s frustration and acknowledge the reasons why the customer feels

they are owed something additional after their concerns have been resolved.

Bob’s prides itself on providing quality service and the best value product for

the price. Our primary focus is on making the concern we caused right so that

our customer is satisfied with the product that they have purchased from us.

At this time we are looking forward to completely resolving this

customer’s concern on 12.04.2015 as our records reflect that a replacement item

has been scheduled for delivery on this date. Should the customer still be

seeking a further apology amount from us they will be able to speak with our

Customer Care Office prior to the delivery team leaving their residence on

12.04.2015. We will review the account and at that time determine what type of

compensation we are able to offer.

We apologize again to our customer that we failed in completing

the expected service resolution on 11.24.2015 and assure our customer that we

are working at full capacity to get them their chest in pristine, fully functional

condition.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

I also found out they refused to give me a warranty and offer me Goop proof. I did not even know this until talking to a rep. They said the set was bought for a rental. It is my home. I own it and it is not a rental. Again, they are bringing it out on the 4th, but if they can not meet my time frame, they will have to reschedule it. It is a big inconvenience to me. They offered me a small gift card to there store. But after this experience, I am afraid to shop there any more. I have several pieces of brand new furniture that has no warranty because of there mess up at their office. So I need them to fix these things before I am satisfied.

Business

Response:

Good Morning Revdex.com,

Our service policy (listed on the

sales invoice) states “Service can only be provided within our serviceable area

to the original purchaser as stated on your sales receipt”. I do not believe

that we failed this customer as our sales people, sales managers, and store

managers continually make every

attempt to sell the Goof Proof Plus Plan where it can be determined as

applicable. If the customer disclosed to our retail location in any manner that the residence

this merchandise was being purchased for was going to be used for rental

purposes –I.E. someone else besides the purchaser would be the primary user of

this product at the associated delivery address- then our retail location acted

appropriately by not having our customer pay additional money out of pocket when

a claim for damage may be denied in the future. Again I assure you that our

retail location considers the absence of the protection plan as a severe loss

on this sale and would not have entered the comments previously posted unless

they were given an appropriate reason to.

The customer’s indication that

compensation and warranty coverage are one in the same is perplexing:

Compensation is something that is awarded to

someone that has suffered inconveniences as a result of our failures.

Once our failures are made right and we are certain that our customer will not experience

any further inconvenience it is then an appropriate discussion to have.

The Bobs warranty covers factory defects for a period of

one year to the original purchaser within our serviceable area.

We are working to the best of our ability to make the

concern with the chest right. The other ten (10 +) plus items that were

delivered to this customer in October have no report of concern or defect. Our

policy provided at the time of sale (commonly signed by the customer) is

overtly clear regarding our refunds and cancelation policy.

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Business

Response:

Good Morning Revdex.com,

We remain very sorry for any quality control concern

this item may be experiencing and have taken full responsibility for this

concern and our failures; while continuing to arrange proactive resolutions for

this customer.

The act of compensating a customer is separate from

the act of resolving a concern with product.

I stand behind the fact that our sales professionals

gain commissions directly off the protection plan we sell therefore there was

some type of reason (most likely the one the sale person listed in comments

that was previously posted) given to our business during the time of sale to

convey that this plan would not be beneficial to this customer.

The customer’s account shows a pending part order for

two hinges and two metal extension glides. Once these parts are received by the

customer we can schedule a professional service technician (and most likely on

a date that the customer communicates they prefer to us) to install these parts

and correct the concerns with this chest. Service technicians arrive for

service between an estimated two hour window (instead of an estimated four hour

window like delivery teams) which will offer less impact to the customer’s time

as well.

I have sent an escalated request to our Parts Department on our

customer’s behalf; alerting this department (the

parts department is the only internal group of Customer Care permitted to speak

with manufacturers and most are overseas shipping parts by container only which

may cause a delay just by being held up at sea or within United States Customs)

to inquire with the manufacturer if there is any way possible to get this

shipment sooner than what is currently anticipated. Regretfully most vendors

will not agree to air mail us parts and continue to ask us to wait for their

container shipment to come thru port.

We will try our very best to get this part sooner for the customer if possible

and appreciate their extreme patience with us. Should the customer prefer not

to wait for the parts we are able to offer another exchange attempt and as

indicated above I’m sure we can make a special request if necessary to inquire

with our Routing Department on what delivery day would work best for this

customer.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Thank you for your response. Just so you know, I will be out of town from Dec. 23rd to Jan. 4th. Also I am confused and parts ordered. It quantity is different. If you could please call me at ###-###-####. we can correct this. Thank you. Also, I want to confirm if I have any type of warranty or no warranty at all? Because another drawer has started sticking on the long dresser.

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

Sincerely,

Review: We purchased furniture from Bobs in October 2014 and purchased the additional goof proof plus warranty which covers you for up to 5 years for rips, tears breakage, spring etc. We filed a claim on December 2015 and they came out to look at the damage on 12-12-15. The swivel chair was completely frayed, the large sofa arm had a snap in the wood on the arm, the cushions were also frayed, the one side lost its spring and you sink down in it, and the backing, side and under neath the cushions is frayed. They tell us non of this is covered as it is not accidental. They will only replace the cushion covers on the sofa, and the swivel chair I would have to purchase another product. Why would I want to to only have this defect again. This was a brand new product to Bobs, we purchased additional coverage as it would be due to poor workmanship which is covered in plus, and they do not even want to fix it. They said if I would have said someone came in and tripped and fell and snapped the wood it would be covered. SO they are encouraging you to lie to have something fixed which you paid extra for??? On top their customer service is horrible and they are rude. Long story short I have damaged furniture that they will not fix, I am not even asking for a new product just to repair the damage.

Business

Response:

Good Afternoon Revdex.com,

I have spoken with Mrs. [redacted] today (12.17.2015) and

we have agreed on a resolution option that she is comfortable with.

At this time our business considers this concern

resolved and we apologize to Mr. and Mrs. [redacted] for the disappointment they

have experienced with their furniture and our staff.

Kindest Regards,

Stephanie A. 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,