Bob's Discount Furniture

Review: My furniture was delivered on 12-24-2015. It was understood they were to deliver my mattress (I paid cash for) and remove my old bedding. When they left I realized they left my old mattress. I informed them right away. They then told me they could not come back today but would be back next Wednesday. I then told them I had to put it outside and was told this was not a problem. The truck driver called me a half hour before he arrived and I explained to him the situation. I then received a call from the company saying they were not picking it up because it was left outside. After talking to several people at the office they basically told my to bad and offered no resolution. My experience with Bobs Discount furniture has been very upsetting to say the least.Desired Settlement: Pick up Mattress or pay for disposal.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincere

apologies for any miscommunication or confusion that occurred during the

delivery on 12.24.2015 that caused our drivers not to remove the old mattress

as intended. We must maintain a certain amount of confidence in our delivery

team’s ability to determine if a wet mattress that has been left to the

elements is actually safe to place on their vehicle along with other customer’s

new merchandise. Our records indicate that our Customer Care Team provided the

customer with the best service they could provided this unique concern. We

spoke to this customer several times on 12.30.2015 (yesterday) and offered the

customer a $50.00 Bobs Gift Card as an apology for the missed mattress pick up

and even offered to escalate their concern internally to a higher

representative.

Please

note: that any agreement for a higher representative to follow up should be

considered as met at this time as the customer has selected to use the Revdex.com

mediation services and we are now responding solely thru this channel as one

organization.

The customer’s account also shows

a notation that on the day of the initial delivery (12.24.2015) they accused

our driver of consuming alcohol in their home and later called back to recant

and apologize to us for this statement as our delivery driver actually refused the alcohol the customer was

offering to him. This is relevant information because there was clearly

activity going on during the 12.24.2015 initial delivery that the delivery team

wished to avoid by exiting the residence after they completed their actual

delivery of merchandise. This may or may not have contributed to the driver

leaving before taking the old mattress however it is a relevant fact that

deserves attention on behalf of this unique concern.

We apologize again that we are

unable to remove a mattress that has been exposed to the elements and as our

business did not instruct the customer to leave the mattress outside we are

unable to take ownership for the actions of the customer in this case. We have

tried to offer the customer a token of our apology for the inconveniences this

concern ultimately causes them and will upgrade our original offer ($50.00 Bobs

Discount Furniture Gift Card) to the compensation offer listed below:

If the customer does not want to

accept out gift card offer we instead, offer to refund $75.00 from the delivery

fee paid to us as recognition that the delivery was not completed in the manner

disclosed at this time of purchase.

If the customer would like to

accept the $75.00 refund option please ask them to respond to the Revdex.com as ‘satisfied’

and we will then create the necessary paperwork and reach out to the customer

to fully process the refund back to their original method of payment.

Kindest Regards,

Stephanie *. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Business

Response:

Good Afternoon Revdex.com,

As a third party to what

actually took place in the home on 12.24.2015, I myself am having trouble

determining what may or may not have happened given the fact that the

information we are provided with continues to change at the customer’s will.

We will upgrade our offer

for a second and offer to refund ½ of the cost paid to us for delivery

($115.00). At the very least this offers a refund amount that may assist the

customer with the cost associated in getting the mattress removed. We stand

behind our (now twice) upgraded offer as the most fair and adequate

accommodation offer we can make to this customer. We apologize that their

delivery did not go as planned however we never agreed to take back a mattress

that has been exposed to nature, nor did we instruct the customer that they

should leave their old mattress outside.

If the customer would like to accept the $115.00 refund option please ask them

to respond to the Revdex.com as ‘satisfied’ and we will then create the necessary paperwork

and reach out to the customer to fully process the refund back to their

original method of payment.

Kindest Regards,

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 once payment is received.

Sincerely,

Review: I purchased a sofa from Bob's Discount Furniture in [redacted] in April/May of 2015. After a few months the sofa fabric began to pull apart. A service tech was sent to my home and confirmed the issue. Bob's agreed to replace the sofa. A couple weeks later a delivery crew came with half a sofa. I argued with customer service for house that they could not replace half a piece of furniture because it would not match. After talking to everyone under the sun I finally received a call from a manager stating that they would replace the entire piece. The next delivery came with a new sofa that also was not correctly manufactured after it was placed in my living room. I called into customer service again and asked that I have both pieces of furniture removed and my money back. They refused to give me my money back but said I could reselect. So I reselected. This past Saturday February 6, 2015 I received the new sofa. It did not have hole drilled for the feet and one cushion is not big enough for the couch an falls off everytime you get off the couch. I called in today to schedule for a service tech. They told me I might have to have it replaced. I have taken about 6 days off work for these deliveries and service calls. I will have had 5 sofas in my house in the last 4 months if they take this one back. I am totally disgusted with the customer service and product. I would like a full refund for the sofa, delivery and warranty protection that I paid for because I do not feel that they will ever get it right and I have been more than patient. I am not inconveniencing my life anymore for thisDesired Settlement: I would like a total refund for sofa, delivery and warranty protection I paid for

Business

Response:

Good Afternoon Revdex.com,

I don't blame our customer for being very upset with us and on behalf of Bobs

Discount Furniture I extend my sincerest apologies. I know and

acknowledge how unpleasant this entire ordeal has been for this customer and

while I know this is your Bobs experience I assure you that we would not be

continuing to grow if all our customers were met with so much disappointment

during such an important purchase.

The customer’s comments regarding the service you received by our team are very

important and concerning to us. You deserve only the best service, especially

when you visit Bobs and I apologize again that we let you down.

I will absolutely authorize the return of the merchandise for

refund in this customer’s case. I do not

believe that this will erase this experience for this customer, but I feel that

it is the most appropriate response from our business to this customer. I will include as a courtesy to this customer

the delivery fee and the goof proof insurance to be refunded as well.

I do need clarification from the customer as I see there have been

two pieces that have been in the home from the original date of delivery that

have never been serviced or exchanged.

Are the storage ottoman and the chair that have been in the customer’s

home from delivery 6/20/15 staying or would the customer like these picked up

as well? As we have failed this customer

several times, I can extend this as a courtesy as well. The customer can reach out to me directly with clarification or can answer through the Revdex.com mediation service.

Review: I paid good money for what I thought was decent furniture however we have had repeated problems from day one. Poor delivery, poor customer service, poor quality- biggest issue. The top bureau drawer broke causing the whole bureau to fall over onto my 5 year old daughter. She did get hurt but not to the extent of needing an ER visit. Bruising, anxiety and nightmares,. They replaced it with no concern for her well being. The replaced it with poorly constructed furniture. Replaced again. Now a knobhas broke apart in 3 different places in my hand so you can not blame it on my daughter. Also the [redacted] broke on a separate piece of matching furniture as well. Paint has peeled of and chipped too. e unconcerned. This has only been the first 9 months. I dread to see it in a couple of years. They declined to assist me with fixing any of this .Desired Settlement: I would like it refunded as I will have to replace the whole set in the near future. It will not hold up as advertised

Business

Response:

Good Afternoon 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.

We have not been made aware of any

damages that have not been addressed and

we have no service report from a technician that there are any

manufacturing issues with any pieces of this set that have not been addressed

previously. If the customer believes

that there are manufacturing issues that have not been reported, we ask that

the customer calls and sets up a service so that we may have the opportunity to

correct any concerns.

Courtesy Offer for Resolution:

If the customer would like to reselect to

a different set we will provide a credit (store credit) of 80%. This 80% will

be based off of the original cost paid for the merchandise. 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 bedroom set the customer

has in the home before or on the same day the newly selected item is delivered.

We would also be willing to offer the customer a discount on the

pieces in the home, [redacted] dresser, chest, nightstand and vanity desk. This discount would be 20% refunded from the

purchase price. We can issue this as a

corporate check. This would be in the

amount of $209.60.

Kindest Regards,

Tracy S[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

This is a very costly resolution to myself. I would have to replace everything still at 20% would still cost over $200 plus the $100 delivery fee plus the time, effort and day off to receive new merchandise. I counter with the courtesy refund for my inconvenience, 3 new knobs, a discounted night stand which I can purchase at the store and remove so the delivery charge not an issue. I also would like the damage to the dresser fixed free of charge. It is insulting to say no damage report was reported. I sent pictures directly to the representative which she verified and then flippantly denied. I have put hours of phone calls and every time I later am told I never reported anything. It has almost been a year and I was told the dresser falling on my little girl was turned over to the insurance company and I would be hearing from them. I still have not and believe now this was a lie to brush me off. I was going to come back and order the pink diamond chair and purple or pink girls lampshade to complete the set but at this point I am so leary of purchasing anything more.

Sincerely,

Business

Response:

Good Afternoon Revdex.com-

We are sorry that this customer feels she

can not accept this offer. As my final

offer to try to make this right for the customer I will offer a courtesy part

order for 5 knobs, so that the customer may have 2 spares. We will still offer the 20% concession to

keep the pieces this would be ($209.60).

The only damage that I could find for the dresser was a photo review

that it was determined that there is a non-manufacturing stain, believed to be

a spill. As this is not a manufacturing

defect, we would not be able to extend an offer to fix this.

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: In August 2012, I went to Bob's Discount Furniture store in Yonkers to purchase a bed room set. I was told that I could substitute a nightstand for mattresses, but was never told that I had to pay the difference for the mattresses until I went in person last month to choose the mattresses and make a payment on the bedroom set. At the store the sales agent who initially took care of me told me that unfortunately the substitution cannot be a straight substitution and that I'd have to pay the difference, which was very upsetting because I was almost done paying off the set until the mattress fees were applied, which increased my balance from what is was. Had I been told that I'd have to pay for the mattresses then I would not have been surprised at this news. Yesterday evening I called Bob's to pay my balance in FULL and arrange for my bedroom set to be delivered on Saturday March 23, I was told that its impossible because they have a lot of deliveries and are totally booked. I explained to the customer service rep that I am nine months pregnant and in need of having my bed set delivered immediately if they could make an exception. Then the rep told me that the mattresses that I chose were on back order and they would not be available until August 2013. I then asked to speak with a supervisor because I was not informed about any back order. When I asked the rep to put me through to a supervisor, her comment was "Oh God." I spoke to Mike who told me that there was a minor issue and that he'd email the general manager regarding the mattresses and I would receive a call from the general manager today( which never happened)! Mike said the general manager can check to see what the problem was.I had to call again because the general manager did not return my call to resolve my issue.when I spoke to Tony the general manager he was just as horrible giving me a bunch of excuses saying the bed w/ the mattresses can be delivered that wasn't an issue,but I have to wait until April 10 for the rest of the set.

Product_Or_Service: Bob room bedroom set w/ mattresses

Desired Settlement: I finally told Tony I want all my money back and still this is an issue. I'm due at any moment and I have no bed and I paid my balance in FULL!!I am disgusted with bobs furniture and their staff... I NEED MY MONEY REFUNDED TO ME IMMEDIATELY; So I can take my business elsewhere where I'm not to be treated in such a disrespectful manner ... I'm due to deliver my baby any day now and all this is doing is causing stress to me and unborn baby!Please assist me!

Business

Response:

Business Response /* (1000, 5, 2013/03/26) */

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have thoroughly reviewed your account and apologize for the merchandise delay, order issues and inconvenience.

Your request for a refund is understood although we would have preferred to complete the delivery of your order. A refund in the amount of $1124.80 was credited to your Visa credit card on, 3/21/13 and a check in the amount of $529.00 was processed on 3/22/13. I expect that you will receive both refunds within 7-10 business days.

Your satisfaction is our ultimate goal and based upon your complaint it is obvious that we failed to provide you with the service we humbly pride ourselves on. We would appreciate the opportunity to reinstate your order and provide you with the service you deserve; If you accept our offer we [redacted] waive the delivery fee.

Consumer Response /* (3000, 7, 2013/04/05) */

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

I did not appreciate being jerked around and stressed out in the last weeks of my pregnancy by the staff from Bob's furniture. They do not value or respect paying customers like myself. Their apology and settlement offer is not accepted. Because of the awful treatment that I endured, I will never do business with Bob's Discount Furniture again!

Review: I have called twice to file a complaint on damaged poorly manufactured furniture which was promised to me at time of purchase to be covered under warranty. Both times I have been denied help and told it is not covered. The chairs are horrible everyone I know that has them saids the same thing and they continue to push the warranty when selling this furniture saying if anything breaks it will be covered. Which is FALSE. I am filing this complaint with Bob's As well as Guardian Protection because they sold me something that is of no use to me because when I need to get something fixed they deny me services finding any excuse in the book as to why its not covered. I just recently purchased another item from Bobs and now regret doing so. Until they put a stop to selling false warranties I will never purchase another thing from this store and will be sure to tell everyone and anyone I know about my issues.

Order_Number: [redacted]

Account_Number:[redacted]

Desired Settlement: I would like my damaged furniture to be replaced. I purchased this 2 years ago there is no need for a family of 3 which include a BABY have leather chairs falling apart, granite chunks falling off the table and wood pieces falling off chairs and it be acceptable.

Business

Response:

Business Response /* (1000, 5, 2013/04/22) */

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize if the goof proof plan was misrepresented at the time of sale. Goof proof provides coverage against most in home accidental damage, when properly reported. As with most warranty and insurance plans one should not expect everything to be covered.

On April 18, 2013 goof proof sent over an authorization form allowing you to reselect to a new dining table and chairs. The value of the store credit including tax is $854.93 and the credit must be used by 6/18/13.

Please let me know if you need another copy of the detailed goof proof plan, which will provide you with a better understanding of the plan inclusions and exclusions.

Bob's Discount Furniture appreciates your business.

Review: I bought 2 leather couches, dining room table, 2 more sectional couches, 2 dressers and a bed. My 2 couches I was told it was real leather but within 6 months of buying it, the leather was flaking off. That item was discontinued. My dining room table top was peeling off, the lady at the store said it will do that. I called customer service at bobs discount furniture on 07/09/13, and the customer service agent said that I would get full refund minis the state sales tax. (Over 90 day of sale) but I had to wait until bobs pick-up the 2 couches and the dining room table. The first call to the bobs customer service I was told I was all set I would get a full refund. I was also told that I would receive a call when it was processed. So two weeks ago bobs came and picked up the items I was returning. I received no phone call, so I called bobs and I was told that I would receive a refund for the 2 couches and 90% of what the table is worth. I told the bobs customer service I didnt want that same table because the women in the store said all the tables that they sell will start to peel like the one I bought. So I asked for a refund. The man on the phone said they didnt see in there computer anything about a full refund. I have been more than fair with bobs. My other sectional couches has problems to the metal that reclines is grinding (new part on order) I gave bobs a chance to fix issue with that couch. I had to eat state sales tax (approx. $350). Also when bobs moved in my furniture they put holes in my newly redone walls. (Approx. $1200 in damage which they paid for)when they just took my furniture out of the house the mover put a scratch in my wall which I didnt report because I just want this issue over with.I feel there should be an investigation into the products that Bobs discount furniture sell to people. [redacted]Desired Settlement: I want what I was told originly 100% refund minis sales tax.

Business

Response:

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

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that the merchandise has failed to meet your quality expectations.

Your account is noted allowing a full refund of both sofas, only because they have been discontinued, if they were available you would have been offered an exchange, concession or reselection. The table top and base are still part of our current inventory therefore, the partial refund you have been offered is a courtesy; Given the June 2012 delivery date and the May 2013 date when you first expressed concerns with the finish on the tabletop, coupled with our current inventory, we are unable to offer a full refund. The total refund being offered including goof proof is, $2413.99.

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

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

I was told I was going to get a full refund. I understand you have the same table ,but your sale associate told me the tables that bobs sells will all peel and will get white rings on it when any heat is applyed.

Also on last Tuesday I has an appointment with bobs so that they can come and fix my other couch that is broke ( that I got from bobs). I took the day off of work so I could home. no one showed up. So I called bobs and the operator said "o there is an appointment set up,but we forgot to asign someone. So I missed a day of work. $ 184 was lost for a days work.

So as anyone can see this company quality is way below par.

Business Response /* (4000, 9, 2013/08/10) */

Good Morning Mr.[redacted],

I understand your request for a full refund however, the refund being offered to you is a courtesy. You have had full use of table for nearly a year before expressing concerns with the quality, which our technician found were unrelated to a defect. The refund being offered is a partial.

As to the service appointment, I apologize it was not properly assigned. The appointment is now confirmed for 8/13, if you would like I will be happy to offer our 1/2hr or 1 hour call ahead service or we can schedule you for a Saturday appointment.

Consumer Response /* (4200, 11, 2013/08/14) */

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

So bobs furniture product won't even last less then a year? And the technician told me and my wife that the table will keep bubbling. Yesterday the Bob tech came to my house to fix my downstairs couch and bobs ordered the wrong part. This company has put a burden on me and my family. If this issue can't be solved I will pursue triple damages.

That statement about a year uses of the table is untrue,we expressed our concern approximately 7 months after we owned the table. But know one called us.

Business Response /* (4000, 13, 2013/08/24) */

Good Morning Mr. [redacted],

I apologize the furniture has failed to meet your quality expectations.

Our position and offer as it relates to the table remains the same.

You should anticipate that the furniture will be free from defects for at least one year however, given the report provided by our technician the damage to your table is unrelated to a defect. If you prefer you may submit pictures of the damaged top and I will view them with our service manager in order to a gain a second opinion on the cause. Once received I will follow up with you. Pictures can be sent to, [redacted].com.

In reference to the sofa, the service report dated 8/22/13, indicate that all issues have been resolved.

Consumer Response /* (4200, 15, 2013/09/02) */

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

Dear Mrs.[redacted]

Your own service tech told me and my wife that the warping on the top of the table and the bottom of the base on the table is do to manufacture defect. I am very disappointed with the way the way this is being handled. Every time someone in your company tells me something they never say the same thjng in there report that is sent to you. Also if anyone in your company gave proper information you would know that I no longer have the table to take a picture of it. Also we owned the table for way under a year before we had issues. We contacted your company after owning these items for 7 months in regards to these problems. We were told someone would get back to us after the tech said it was defective. No one called us for a month before we finally called you back. We did not get a years use of these items before the became noticeably defective it was only around 7 months.if that's the way you run your business it should be called bobs disposable furniture. It only lasts under a year. We are not saying we want are money back because we damaged it like one of your techs suggested. How could we make the wood along the seems warp and also the bottom of the legs.it is not possible...

Review: bought furniture from the [redacted] store to be delivered to [redacted] in [redacted] the day the furniture was delivered to my son's apartment his name is [redacted], my son put a small glass candle holder, with no candle in, the next day he decided to change the place of the holder the stain of the furniture came right off on the bottom of the holder, the furniture advertised as well made and comparable to the competition, the night stand was poorly made and was not stained, it was covered with a very poorly thin layer of waxed material, the room was delivered 7/16 and the incident happened the same week, bob's furniture refused to replace the item, the reason I am complaining is this company claims their furniture is well made and charged high price for very poor quality furniture, they told me if I bought the coverage plan they will replace it, but I didn't, it is a big scam out there that many people fall for it, their furniture is very poorly made, bad quality, please warn customers,

Order_Number: goes by the phone**

Account_Number: customer# [redacted]Desired Settlement: replace the item and own up to the bad quality of the furniture that costs them pennies and then charge customers hundreds of dollars

Business

Response:

Good Morning [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize you are dissatisfied with the quality of the bedroom set.

The damage you describe is not related to a defect and under no circumstance could have occurred, by placing an unused candle holder on the nightstand top. Since you opted not to purchase [redacted] on the set that is being in a college dorm, the damage you are reporting is not covered under the manufacturer warranty.

If you prefer to purchase a new nightstand, I will apply a $25 gift card toward the purchase or we can arrange to have our technician touch-up the area however, if you are dissatisfied with his repair in any way, we will not offer any additional recourse.

Please let me know how you wish to proceed. Please note this offer is a courtesy and if there are any other instances of damage unrelated to a defect, we will have no recourse to offer.

Consumer

Response:

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

the furniture was suppose to be real wood that was stained, the stain usually permeate through the wood and it doesn't come off, if anything the shellack coating that covers will come off, not the stain!!!!! in order for the stain to come off, the wood has to be sanded, the answer that bob provided doesn't make any sense, the wood has a thin film, that is a bad manufacturing and bad quality furniture that doesn't deserve the price I paid for it.

Business

Response:

Good Morning [redacted],

I apologize you are dissatisfied with the previous response. Our offer and position remains the same; If you prefer you may forward pictures of the damaged area, purchase a new nightstand or we can send a technician.

I am not in a position to comment on shellack, stain and sanding as that is a conversation to be had with a furniture technician.

Review: When I purchased my two piece reclining sofa set from Bobs, I purchased the goof proof protection plan as I have two energetic young boys. We called once before for an issue with a rip from our sofa reclining and catching on a surface as it was reclining. It was handled very well and the issue was resolved. Recently, the couch was moved and upon being reclined, the leather caught on the wall, resulting in several small tears. Upon calling for the goof proof protection, the operator told us that because it had happened before it was now considered wear and tear. However, this was clearly a freak occurrence, a one-time event, and can clearly be described as accidental damage, which is exactly what the goof proof plan is meant to cover. I asked to speak to a supervisor and was told that nobody was available. I asked to speak to a manager and apparently there is nobody in charge at this particular center. I am very dissatisfied with my correspondence with the call center and the service on this plan.

Product_Or_Service: Reclining sofa and reclining love seat

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: I would like a technician to come out and fix the tears in the back of my couch. An alternative solution would be to refund me for the price of the goof proof plan, which was $200.

Business

Response:

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that the furniture and goof proof plan have failed to meet your expectations.

I contacted our goof proof liaison department as well viewed the claim submitted to [redacted]. You reported fabric wearing and tearing in between the all the cushions, you indicated that there are (5) damages on the right side seat cushion that you believe occured from normal wear and tear and the damage to the back of the sofa occuring when the sofa hit the back of the wall. The claim(s) was denied as none of the damage occured as the result of a single accident.

If possible, please forward 3-4 pictures of the damage; Once recieved I will view them with our service manager to determine if "best effort" repair is possible. Pictures can be submitted to, [redacted]@mybobs.com.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The company has not provided a response as the message from business area is blank.

Sincerely,

Review: I recently ordered furniture from Bob's Discount Furniture. On the delivery day I took off of work to receive this delivery. 2 of the 3 rooms of furniture were sent wrong. Bob's allows you to keep the wrong furniture in the mean time to hold you over. I DID NOT sign for any of this delivery. Now we schedule another delivery for the corrected furniture and let Bob's know that we will not take another day off of work and that our time delivery time will have to be worked around our schedule. We were assured that this would not be a problem and even when the 3 hour window we were given was wrong they still told us to not worry it would be fine. Needless to say this was not the case and we were unable to get our furniture. The next week was the exact same story just repeated verbatim. Same song, same dance.Desired Settlement: I would like to come take the incorrect furniture and give me my money back. Bob's has the worst customer service and customer service individuals that I have ever encountered.

Business

Response:

Good Afternoon,

I spoke with Mr. [redacted] and he expressed his frustration and disappointment with our delivery service and lack of followup.

Mr. [redacted] understands that he is now scheldued for delivery on Saturday 10/5/13, a day which he confirms works best for his scheldue. I confirmed with Mr. [redacted] the items we are scheldued to pick up and deliver.

Once delivery is complete we will credit his delivery fee in the form of a Bob's Discount Furniture, which he will use toward the purchase of an end table. Once delivery and pick up is complete, we will refund Mr. [redacted], $149.80 back to his Visa debit card, the difference between the sofa and chaise.

Consumer

Response:

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

I will update this after the transaction is completed to my full satisfaction.

Sincerely,

Business

Response:

Good Morning Mr. [redacted],

The $149.80 refund was processed on 10/5/13; The refund was applied to your credit card ending in[redacted]. The delivery refund you were offered on, 10/5/13 was contingent upon the completion of delivery on 10/11/13 and that refund was processed on 10/11/13 in the amount of $229.99 however, you will need to contact the store and provide your credit card information to complete the process. I understand your request for additional compensation for the inconveniece however, we are unable to discount the furniture/order. I am hopeful that delivery of the chair will be completed to your satisfaction on, 10/18/13.

Consumer

Response:

There has been no refund of 149.80 made to me at all, or for the 229.00. If I contact the store I am told that they no nothing about this or attempt to refund me the incorrect amount.

Review: [redacted]

I am rejecting this response because:

Sincerely,

Business

Response:

The confirmation number for the $149.80 is, ZCR [redacted] and ZCR [redacted] for the $229.99. Refund check# [redacted] was mailed on 10/15 for the $229.99 and the $149.80 is being applied to the Visa card ending in, [redacted].

Consumer

Response:

I have received the delivery refund but still have not received the 149.80 that is supposedly being sent back to my card ending in [redacted]. Today is the 6th business day, refunds added back to a card take 3-5 business days.

Review: [redacted]

I am rejecting this response because:

Sincerely,

Business

Response:

Mr. [redacted],

Our records indicate that you cashed or deposited check# [redacted] in the amount of $246.09 on, 10/21/13. Check number [redacted] in the amount of $47.56 was mailed on 10/18/13 and I expect that you should recieve within the next couple days, if you have not recieved it by now.

Consumer

Response:

I am rejecting this response purely for the tone of the responses. I have been screwed around and led to believe that I was the cause of these problems. I have since received the check for the delivery charge of 246.00 and cashed it. DO NOT make it out like I was lying about receiving said check. I would like this to a permanent mark against the disaster that is Bob's Furniture.

Review: [redacted]

I am rejecting this response because:

Sincerely,

Review: On 04 December 2013 I purchased the following items from bob's discount furniture store located at [redacted] to be delivered to my home located at [redacted]1. Branson II dinning room table and six chairs. Review: Dinning table delivered with scratches damaged top.2. Four Bob's val-u pedic firm full mattresses, four box springs and four frames. Review: Mattresses and box springs were delivered the next day with only one frame. on 12 December 2013 I received one more bed frame. Today I received a phone call around 8 AM from the delivery service to inform me that they will deliver only one bed frame of the remaining two. I refused the offer due to my time constraints, I can not spend two days just to receive two bed frames. This store and business seem to be extremely incompetent. All items are paid in full.Desired Settlement: Good customer service and reimbursement for my time wasted.

Business

Response:

Good Afternoon [redacted],

I am so sorry that we at Bobs Discount Furniture have left you with such a bad impression of our business. I can completely understand why you are frustrated having received a damaged table and an incomplete delivery. I can assure you that we truly care for every customer and want nothing more than to make our failures right by you.

Our records reflect that you received an exchange of your damaged table today (12/16/2013) at approximately 2:25pm and that the new table was in satisfactory condition. If this is not the result you experienced please respond and I will be glad to assist you in any way I can.

Our records also indicate that tomorrow (12/17/2013 –estimated arrival window 11:53am-2:53pm) you are scheduled to receive delivery of two (2) metal bed frames. I sincerely apologize for any information that we haven’t communicated to you properly; however I do see two (2) metal frames loaded to the delivery truck for tomorrow.

There is certainly no amount of compensation that will provide you reimbursement for the valuable time we have taken from you; I reassure you we are doing everything in our power to resolve our failures as quickly as possible. Looking further into your record I see you are also scheduled for delivery of your ottoman on Monday, 12/23/2013. Should you still be unsatisfied after receiving the new table today, the complete set of frames tomorrow and your final delivery from us on 12/23/2013 I would agree that you should be entitled to some form of compensation for the aggravation we have caused you. Please understand your business is extremely important to us and for that reason I will make note on your account for our customer care team to discuss compensation with you on 12.23.2013 after your final delivery has occurred. Our delivery team will phone into the customer care call center prior to leaving your home and should you still be unhappy with our initiative to correct our mistakes we will discuss and process compensation for you at that time.

I thank you for the tremendous amount of patience you have had with us [redacted] and I genuinely wish to win you back as a Bob’s customer. Please accept my apologies for the amount of stress we have caused you during your new furniture purchase. I pledge to you this is not the affect Bobs Discount Furniture wishes to have on any of our important customers.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I WENT TO BOBS DISCOUNT FURNITURE IN [redacted] AND FELL IN LOVE WITH A LIVING ROOM SET. AFTER TALKING TO THE SALES REP WE HAD DECIDED TO PURCHASE A SET OF TABLES, COUCHES AND A FIREPLACE. THIS WAS THE ONLY EASY STEP!!! WE THEN SET UP A DELIVERY DATE BUT BECAUSE IT WAS SO FAR OUT I ASKED THE SALES MANAGER IF I HAD TO PAY FOR DELIVERY BECAUSE I WOULD PREFER TO GET A [redacted] TRUCK AND DRIVE TO PICK UP FURNITURE RATHER THAN WAIT A WEEK (KEEP IN MIND I JUST MOVED AND HAD NO FURNITURE). THE SALES MANAGER [redacted] GOT ON THE PHONE WITH ME AND TOLD ME THAT THE FIREPLACE HEATER UNIT "TOOK 6 HOURS TO INSTALL" AND IT IS WORTH ME PAYING THE DELIVERY CHARGE BECAUSE IT IS A HUGE INSTALLATION PROCEDURE. I THEN PAID THE 200+ DOLLARS FOR DELIVERY AND WAITED PATIENTLY. THE DAY THE FURNITURE WAS TO BE DELIVERED, THE GUYS DIDNT EVEN RING MY DOORBELL THEN JUST STOPPED AND THEN LEFT WITHOUT EVEN ATTEMPTING TO RING MY BELL. WHEN I CALLED TO ASK WHAT HAPPENED THEY SAID THE FRONT DOOR WAS LOCKED AND MY FURNITURE WAS NOW SHIPPED BACK TO CT. I THEN HAD TO WAIT ANOTHER WEEK FOR FURNITURE, NOT HAPPY! THEN FINALLY THE FOLLOWING WEEK WHEN MY FURNITURE CAME I WAS APPALLED THAT NOT ONLY MY GRANITE TABLE TOPS WERE ALL CHIPPED AND THE HEIGHT OF ALL THE TABLES WAS NOT RIGHT...HIGH COFFEE TABLE VS LOW TABLE AND LOW END TABLES VS HIGH TABLES. WAY DIFFERENT THAN DISPLAYED AT BOBS. BUT ALSO, THE KICKER.....THE FIREPLACE WAS EMPTY!!!!! NO HEATER UNIT. WHEN I CALLED TO INQUIRE WHAT HAPPENED THEY TOLD ME THE SALES PERSON WROTE THE ORDER WRONG AND I WAS TO PAY AN ADDITIONAL 200.00 PLUS DELIVERY FOR THE PIECE I WAS MISSING. I WAS FURIOUS!!! THE SALES MANAGER HIMSELF TOLD ME TO PAY 200.00 FOR DELIVERY FOR THAT PARTICULAR UNIT TO BE INSTALLED AND IT WASNT EVEN DELIVERED. THE DELIVERY GUYS CAME TO ADJUST TABLES AND REPLACE DAMAGED TABLES AND TOLD ME "WHY WOULD SALES MANAGER TELL YOU INSTALLATION TOOK 6 HOURS, IT TAKES LESS THAN A HALF HOUR"....THEN WHY WAS I TOLD TO PAY FOR DELIVERY?!?!?!?! THE SALES MANAGER LIED TO ME! I AM NOT DONE.Desired Settlement: I WANT THE HEATER UNIT AT NO COST. I DONT UNDERSTAND WHY THE CLIENT TAKES A HIT FOR THEM MAKING A HIGE MISTAKE. MY 200.00 THAT I PAID FOR DELIVERY WOULD HAVE COVERED THE COST OF THE HEATER UNIT. IF MANAGER DIDNT LIE TO ME THEN I NEVER WOULD HAVE PAID DELIVERY AND MY THINGS WOULDNT HAVE BEEN DAMAGED AND WOULD HAVE BEEN INSTALLED PROPERLY. THEY ARE ONLY OFFERING ME 100.00 STORE CREDIT.....ARE YOU KIDDING ME!!!!!

Business

Response:

Good Morning,

We have communicated with [redacted] and as of today (12/26/13) she has responded indicating that the latest offer for resolution we have provided is satisfactory.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: well first hello to whoe this my concern.back in february 16 2013 I put a sofa love seat and three tables in lay away pay off in may.so everthyn was fine except love SEAT has a small scrat in the back so some one came to pacht it up no big deal.but a month later IN JUNE the cushion on the love seat stARTER TO SINK,SO I CALL THEM UP AGAIN AND ABOUT TWO MONTH LATER AUGUST THEY CAME AND KNOW WE GOT ANOTHER PROBLEM THE LEATHER ON THE LOVE SEAT IS PEALEN OFF, IF I SEE THE LOVE IS ON THE RIGHT SIDE PLUS SOME BUTTONS ON THE SOFA KEEP POPPING OFF.SO THIS FUNITURE IS NOT EVEN SIX MONTH OLD AND IM HEAVING PROBLEM WITH IT.BOB DISCOUNT FURNITURE CUSTOMER SERVICE REALLY IS NOT HELPING ME IM JUST TIRE OF THE GIVEN ME THE RUN AROUND FOR TOO LONG NOT EVEN THE INSURENCE PROTECTION PLAN CAN DO ANYTING I JUST WANT A REFUND OR DIFERENT FURNITURE BECAUSE THIS IS FALLING APART TO SOON.I REALLY APRESIARY IF YOU GUYS CAN HELP ME OUT AND ONES AGAIN TANK YOUDesired Settlement: PLEASE A DIFRENT SET OF FURNITURE,IF NOT REFUND IS FINE THANK YOU

Business

Response:

Good Afternoon Mr. [redacted],

I am so sorry that you are experiencing so many issues with your merchandise. I assure you that Bobs Discount Furniture wishes to help every customer who has a concern with their products. I can certainly understand how receiving the run around can be frustrating and I am here to assist you directly in any way I can.

Our technician was last at your residence on 11.20.2013 and determined that the damages to your sofa and loveseat were not the result of factory defects. The set you purchased is made of 100% top grain leather and it is extremely rare that this type of leather peels as the result of a manufacturing defect. Our records reflect that on that day of service our technician reattached the button that came off and attempted to repair the seat cushion, however you refused his repairs on the seat. At this time I will request that you respond with attached- current photos of your leather sofa and loveseat. I would be happy to review your pictures with one of our Service Technician Managers and determine what, if any, alternate recourse I have to offer you.

Please respond with these pictures as I am eager to look further into this situation.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

[redacted] there's no help from customers service to send pics same thing over and over

Review: My husband and I purchase a sectional couch from the Bob's Discount furniture in [redacted] on Tax free weekend August, 10, 2013, we picked out a color from the offered color swatches, we picked gray, nothing fancy. We were told that they don't offer that color in the store, that it would be a special order. We were told it could take up to 16 weeks, but it could be sooner... 16 weeks would've put us right around Thanksgiving. I called the store in November, to see if they had an expected delivery date, they didn't have an exact date but they estimated before christmas. So I called back the middle of december to see when I could expect the couch, they said January 4th, so I asked to speak to a manager to investigate further into my couch, the manager was NO help he said it could take between 16-23 weeks to get a special order (in a color they offer on the swatch at the store mind you) and that I should've been told that when I purchased the couch. ok so january 4th came and went still no couch I called back to speak with a different manager, who could've cared less about where my couch was and me not having it... he said I should have it by january 18th, the 23rd week... well it is now January 23rd and I am going on my 24th week with no couch, so I called today to find out if they had the status and an expected delivery date and now i'm begin told February 22nd the 28th week... you've got to be kidding me... it takes 6 months to get a couch in a color they offer on a swatch in the store??? I would just cancel my order but 1. I wont get the tax savings if I do. 2. I opened up a bob's charge to get the interest free financing and they are already holding the funds, plus it was a credit inquiry on my account and I don't want to have to do that at another store now 3. i've already waited 24 weeks!!!! I want my couch and I want some customer service! the employees and managers at that store have really, really bad customer service skills its just unbelievable, I just want a straight answer!!!Desired Settlement: I would like my gray sectional couch, with a concrete delivery date and I would like free delivery and I want some money off of it for getting the run around and having to wait so long!

Business

Response:

Good

Morning Revdex.com,

I

apologize that it has taken me a few days to respond to this claim. [redacted]

has reached out to Bob’s voicemail with her concern as well and we have been

trying to contact her via email since last week. Here is some context from the

email we sent this past Thursday (1.23.2014). I was hoping to respond to you today

explaining what resolution was taken to resolve this concern; however we have

yet to receive a response back from [redacted].

Good

Afternoon,

I am reaching

out to you in reference to the VM received here in our Corp Office; I was also

informed of the claim filed with the Revdex.com.

I would first

like to apologize for any and all inconveniences that have been caused by Bobs.

I have looked into the account and I see the issue is with the purchase of a

sectional in Aug 2013 a SPC order that you have not received. I am so very

sorry that you are still waiting for the merchandise.

I have looked

into the delay with my Merchandising Department to see what the delay is with

receiving the merchandise and there is a delay from the MFG. I tried to see if

we would be able to fill the order any sooner but unfortunately due it being a

SPC order there is no way to do it as there is no stock of the pieces in our

warehouses.

What I can do

is offer you 1 of the options below- please let me know if you are interested.

·

You can wait for the delivery

(2/22/14) and once the delivery is complete we can refund the delivery fee

($199.99) & the SPC order fee ($39.99) back to the [redacted] account.

·

I can provide you with a reselection/

you can CXL the order you have now and you can select another set that Is in

stock, and I will provide a gift card to apply to the account to cover the

taxes that you would have saved on the sale from tax free week ($112.44), I

will also waive the delivery fee for the set to be delivered.

·

I know this is the last option Bobs

wants to provide, but I do want you to know the option is there to CXL the

order.

Please let me

know if you are interested in any 1 of the above offers, and also if you have

any other questions or concerns.

Thank

You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

Review: I purchased a sectional sofa from bob's in 7/09 along with a 5 year goof proof protection plan- the original sofa was replaced due to manufacturing defects, and the feet on the new pieces stained the varnish on my wood floor( which was not immediately noticeably) . I called bob a couple of times in regards to this but never received a call back. Last month a sectional piece collapsed on one side and I called because my warranty is almost up , I explained the situation and brought up the fact that the sofa also stain my floors and no one ever addressed it and I was told the technician would address it and take pics when he comes out. The technician came (3/1/2014)took pics ,told me the sofa could'nt be fixed and the company would call monday. No one called so I called bob's, I was told a claim was put in and someone would call me after 4. I got a call @ 1 pm the next day saying sorry we're not doing anything for you. I called back when I got home from work and after hours on the phone spoke to a [redacted] who was in charge of the claim dept and he told me that Bob's technicians can't as the damage to my floor , even though I was told that's what he was coming out to do and my warranty was over and sorry there's nothing we will do for you. I verified with the claims manager that I was told the technician would come out and look at the floor. My warranty is still in effect for a couple of months and I would someone to fix my sofa and my floor.Desired Settlement: I would like the sofa replaced or repaired and the floor to be redone.

Business

Response:

Good

Afternoon [redacted],

I

apologize that you are disappointed with the performance of your product. I

assure you that Bobs Discount Furniture wishes to help every customer who has a

product concern. Our records indicate that you purchased a Goof Proof

Protection plan through the [redacted] Company, while you did make this purchase

at Bobs Discount Furniture the coverage plan you purchased is managed and

accepted through the [redacted] Company and not Bobs Discount Furniture. The

warranty you had with Bobs Discount Furniture expired on 6.17.2010 and we have

been providing you with courtesy services at no charge to you since that

expiration date. As the five year coverage you purchased is through [redacted]

you are encouraged to contact them directly should you prefer to see if they

can assist you with this concern using the protection plan you bought-[redacted]’s

number is ###-###-####.

We

are unable to take responsibility for the damage to your floors because we are

the furniture retailer. A furniture retailer cannot be responsible to know how

a product that the customer picks out themselves will react to the floors,

ceilings, or walls that make up their home. While I am truly very sorry that

you are experiencing stress related to this claim we have no recourse to offer

you relating to your floor concerns. The last Bobs technician that visited your

home on 3.01.2014 located no factory defects within your merchandise. If you

would like to respond to me with pictures of your set and more detail in

regards to what your specific concerns are with your set, I will be happy to

review your account in further detail to see what, if any, resolution we can offer

on the merchandise itself. Please do not send any pictures of your floors as we

cannot take ownership for that damage.

Thank

you for your time and I apologize again that you are experiencing frustrations.

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: In sequential order.1. They charged me twice for the order2. They couldn't deliver when I needed it even though it was purchased 3 weeks in advance.3. On the day I took off to be home for the delivery, they sent the furniture to my BILLING address, even though it was clearly noted that SHIPPING was different, and made no attempt to fix it that day.4. The next day, they delivered out of time frame and without the bed frame.5. The next morning they delivered the headboard and footboard of the bed frame with no side rails. There was no attempt to get the side rails to us that day or in the future, or care/concern for the mistakes they had made. Refund was not issued in a timely manner and the delivery fee was not refunded despite the lack of delivery.Desired Settlement: A delivery fee is charged for delivery. Delivery was not made in completion, therefore, a fee is non applicable.

Business

Response:

Good Morning Revdex.com,

Please provide this customer with my sincerest apologies for the extreme failures she had to deal with while trying to get new furniture for her home. It is appalling to learn that our customer feels she was not provided with any empathy from us after our failures occurred. I am also very sorry that this customer had to escalate her concern so highly in order to get it properly recognized. As of 4.10.2014 our records indicate that this customer will be receiving a check from us for the remaining refund she seeks.

Please let me know if any further resolution is needed for this customer’s concern.

Thank you,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: The installation of my Bob o pedic mattress by Bob's Furniture has created a mold issue that has ruined my mattress and may have caused some health issues that have been a mystery for some time. The warrantee requires that we keep the Bob's mattress protector on it at all times, which consists of a fabric piece on top that zips to a rubber piece underneath, which is the source of all the mold. Apparently the 20 year warranty only covers an indentation of 2 inches or more, and is voided if there is a single stain on the mattress protector, not just the mattress. I will never shop here again and I hope anyone reading this won't either. Also I will be reporting this health issue to the B.B.B. and the D.A. The customer service people were polite but very condescending knowing the entire time (57 min on the phone) they were never going to cover this. While on hold I googled "bob o pedic mold" looking for other people with this problem and found not hundreds but thousands of them. Bob's claims they have never heard of the issue and it is environmental. If I can prevent at least one person from doing business with Bob's I will be happy. Hopefully this helps you with any purchases you are thinking of making.Desired Settlement: I would like them to honor the 20 year warranty. Whatever that value is. This mattress is not salvageable so I need to get a new one. I would like that taken care of. I want a replacement of equal value.

Business

Response:

Good Afternoon Revdex.com,

Please

pass on our apologies for the frustration and the alarm this mold issue has

caused to our customer. There are several reasons as to how or why this type of

concern arises and regretfully because they are all related to the environment

the product is being kept in; Bobs Discount Furniture is unable to take

ownership or responsibility for this occurrence. There are various articles and

education available to the public regarding ‘mold on a mattress’. I agree with our customer that any consumer

should properly educate themselves prior to making such an important purchase

like bedding. This issue is not directly related to our brand of memory

foam mattress (Bob-o-Pedic) or Bobs Discount Furniture.

Mold

is a fungus found in areas that are mostly dark and moist with very little

sunlight and little to no air ventilation. Fibers and foams like those found in

mattresses can be common places that support mold growth. If our customer is

wondering how, why there is moisture under his mattress the simple answer is

that the came from his body.

Everyone

sweats in their sleep; some folks do more than others. Having been a

salesperson for Bobs before, I have spoken to several customers who say they

can sweat up to a pint or more during the course of an evening. Any type of

memory foam mattress is manufactured to hold in heat and remember your body

signature as the years of use pass by. Through out the course of a night the

body temperature rises and the human body perspires in order to cool it back

down. During this process the body gets rid of a great deal of water.

Ultimately if moisture gets beyond the bed sheets and/or the bed protector the

mattress acts like a sponge and absorbs the moisture.

Because

we are a business that takes our customer’s satisfaction so seriously we have

already provided our customer with a store credit for the full price he paid

for this bedding. We are unable to remove this mattress from the home for our

customer as we are unable to take responsibility for an occurrence that is

beyond our control. We do not recommend that our customer select another

mattress that is made with memory foam given how the original mattress

purchased faired in the home and should our customer select another memory foam

mattress and a mold concern arise again, we will not be able to provide any

recourse for that concern. As a business we have made a very valid and caring

attempt to meet our customer’s needs above considering our

own.

Thank you,

Bobs Discount Furniture

Customer Care Corporate

Liaison

Review: The complaint we have is both delivery and customer service related. I went to the Bob's Furniture located at 2146 Bartow Ave to purchase several bedroom items for myself and two children. The sales manager and sales rep were marginal at best. I purchased bedroom sets for myself and two daughters. The order for one of my daughters was delay by several weeks and several of the items were not delivered as indicated in the order. Upon contacting Bob's we were told our mattress would be delivered within a 24 hour time period well the order was not delivered and when we contacted Bob's to get a status of the delivery we were told the order was not in the system which would delay the order another 48 hours. We spoke to a [redacted] who would not allow us to speak to a manager in my attempt to further escalate this matter. We've not received delivery conformation nor do we know if the other delayed items will be delivered on the promised date. The entire Bob's team has failed to provide profession service and information. We asked to have all the items picked up and returned back to Bob's and was told we couldn't do that which contradicts the information provided to us. Which states a 72 hour 3 day return policy.Desired Settlement: Replacement of all furniture and or Future store discounts and I require a written apology from senior management.

Business

Response:

Good Afternoon Revdex.com,

I have reached out to [redacted] directly by email today (7.14.2014). Please see a

copy of the email I sent below:

Good Afternoon [redacted],

My name is Stephanie

Gauthier and I work for Bobs Discount Furniture as a Customer Care Corporate

Liaison. I am writing to you to apologize for the terrible experience you have

endured while purchasing and taking possession of your new home furnishings

from us. I do understand the reasons why you are frustrated with us and I

assure you that it is never our intention to disappoint our customers from any

level of our business.

Our records currently

reflect that you are awaiting a final dresser/mirror delivery on 7.19.2014, is

this correct?

I do agree that at

this point we owe you more than just the delivery of your merchandise. If you’d

like me to do so I’d be grateful for the opportunity to assist you on a direct

basis. You can email me at this email address or you can contact me directly by

phone at ###-###-#### (Monday – Friday 8:30a -4:00p).

I apologize again for

all the frustrations we have caused you and for the sad fact that you had to

personally seek out a way to escalate your concerns on your own. I thank you

for providing us with the details of your poor experience so that we can

address our faults and work to grow as a company.

Thank you,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I have been a customer with bobs over the past 16 yrs. My experience with the company over the past year has been horrible,especially the past few months. I had to purchase a new couch do to the fact that the one I purchased last August had already broke (issued a store credit) so I went and picked out my favorite couch and paid to customize the color and unfortunately the couch did not fit though my doors so I was reissued another store credit but not refunded for the custom color and was told if I cancel the order they would of reimbursed me but because it didnt fit I wouldn't be reimbursed yet if someone turned around and bought that couch they would yet again charge another 40 dollars to customize it when its already in the warehouse and I payed for it so they would be getting them for more money. Next I went and had to pick out another couch delivery was set took the morning off work to wsit for the delivery between 7:10-10:10 kept tracking my time on the website and around 8:30 it showed delivered I never received I call customer service they cant get a hold of the driver little while goes by driver calls and says will be there in 2 hrs which was 12 then customer service calls back and said she spoke to the depo and said they would be there in 45 min 10:45 came and went 12 o'clock get a call that the were on there way I was not home sent my partner there to let them in told them prior use back door okay it and while my partner was a jarring the back door they pushed it through the front and ripped it. (Day2) sending me another couch to replace the one the delivery ripped take afternoon off of work received a call would be there 2:45 5:45 wait wait received the call at 2:45 call customer service at 5 trying see were my delivery was and the proceed to tell me that no one was home and then read a description of a house that was not mine, so needless to say I wasted my afternoon waiting on my furniture that I paid for because they wanted to be done with work for the day. Customer service !!Desired Settlement: There needs to be some repercussions for these drivers if they dont want to work they should fined new jobs.

Business

Response:

Good Afternoon [redacted],

I am very sorry for the terrible experience you have endured

while seeking resolution for a concern that started from a defective piece of

furniture. Our records reflect that your redelivery was successful with no

concerns today (9.03.2014) and I am genuinely as disappointed as you are in the

poor performance you have outlined as occurring during your other delivery

attempts. We do not find this type of behavior acceptable on any level and absolutely

hold our delivery teams accountable for negative actions that impact our valued

customers.

In regards to the ‘Special Order’ fee you originally paid

when selecting the sofa that could not fit into your residence, that fee of

$39.99 was applied to the new (more expensive) sofa with chaise you selected in

place of the original choice. In essence this fee was refunded to you because it

was applied to your chosen upgrade and in turn the new cost you were charged on

7.30.2014 was less money then it would have been without this special order fee

being applied. I have done the math in full twice and I guarantee you this is a

fact.

I apologize that the miscommunications between us and our

trucking dispatchers resulted in confusing arrival time information for you. It

is never our intention to make our customers frustrated or cause feelings of

aggravation. We do our best to track the delivery trucks using [redacted] systems that

constantly recalculate based on our trucks locations but there are events that

can and do delay our teams arrival that are beyond anyone’s control. These events

include but are not limited to traffic delays, issues with complex assembly of

certain furnishings on other stops, building restrictions we are spontaneously

made aware of for other stops, and automobile accidents. For these reasons we

do explain, in many written forms, that the estimated timeframe we provide is

not a guarantee for any delivery.

[redacted] I sincerely thank you for making this complaint so

that we can continually work to improve our customers experience with us on an

overall basis. Bobs Discount Furniture prides itself on offering our customers the

best quality merchandise for the best price point possible. In the event of a

failure we work to make our customers concern right by fixing the failure they

have experienced. Our records do reflect that your item was received today in

good condition and if there is anything else I can be of assistance to you with

at this time I encourage you to communicate this need to me via this channel

that the Revdex.com has set up for us.

Kind Regards,

Bobs

Discount Furniture

Corporate

Customer Care Liaison

Review: I purchased a bedroom suit from Bob's about 2 years ago. Unfortunately I did not purchase the warranty but I figured if the wood begins to split after 2 years Bob's would try to stand behind the quality of their product. When I informed Bob's of the problem the rep kept saying my furniture was not under warranty any longer. I explained to the rep that the product was only about 2 years old and for their furniture to be falling apart already is unacceptable. The rep said this does not matter and it is nothing they can do.I will NEVER purchase anything from Bob's again. I warn all customers to stay away. You may have to put out a little more money somewhere else but it is worth it in the long run. I went with Bob's although I read bad reviews for their product. I SHOULD HAVE LISTENEDDesired Settlement: I would like for Bob's to replace the piece that is broken but if they decide not to do it, than this information is to warn other customers

Business

Response:

Good Afternoon Revdex.com,

I have reached out to this customer by telephone today

(10.01.2014) and provided her with my direct number for follow up. Bobs

Discount Furniture is very sorry that our customer is experiencing any issues

with her product and we assure our customer that we do stand behind the quality

of our product.

I will need more information and evidence from our

customer to continue my research and come up with a fair and appropriate resolution

that balances both the demands of our customer and the needs of our business.

Please ask that the customer send through photographic

evidence of this concern so that I can confirm the damage is in fact a manufacturing

defect with a review from our professionally trained Service Department.

The customer is more than welcome to reach out to me

directly by phone at ###-###-#### and email me these photos directly to me at [redacted] .

Kind Regards,

Bobs Discount Furniture

Review: I bought a Bob's discount furniture sofa and received the protection plan for 5 years for $200. My sofa has an accidental rip/tear. [redacted]) refuses to honor my claim #[redacted] to cover it.Desired Settlement: I would like to have the ripped part of the sofa repaired/ replaced.

Business

Response:

Good Afternoon Revdex.com,

We have

reached out to this customer as of 10.14.2014 by phone and email.

We certainly

want to help our customer move forward with this claim and in looking into [redacted] records the customer has not disclosed what type of accidental occurrence

caused this rip.

We have

asked the customer to provide us with photos and a report of incident so we can

properly continue our research into helping our customer resolve this claim.

Thank You,

Bobs

Discount Furniture

Consumer

Response:

Review: [redacted]

I am rejecting this response because: