Bob's Discount Furniture

Review: The furniture was damaged due to the wood lifting in the sofa and animal scratches.Desired Settlement: I am requesting that Bob's furniture send out another technician to assess the damages and either repair or replace the sofa set.

Business

Response:

Good Afternoon Revdex.com,

Please see the attached pictures (3 pages)

that we have included for your review on this claim.

These pictures were taken by our technician

who visited the home on 10.04.2014 and explicitly show the abuse that this

merchandise has suffered from animal claws.

The merchandise is also very far outside of

the direct Bobs Discount Furniture Warranty period we expressed on the sales

invoice at the time of purchase. The customer did buy the [redacted] but as the damage to this merchandise is so excessive we are not comfortable

referring the customer to this option as the claim will be denied for coverage

due to the extent that the animal was allowed to destroy this product to.

Even though the merchandise is over two

years old and we have never received a claim of concern until now, we did send

out a technician at our own cost to try and rectify the concern our customer

reported. Our technician deemed that there was no defect to the frame of the

item and in locating the damages done by the pet we are regretfully unable to

become involved further for liability concerns.

While we apologize that our customer is

unhappy with the product we are unable to offer resolution when the overall

condition and cause of the product’s demise is directly related to the

accumulated use the item has received in its environment.

I truly wish I could offer this customer

recourse for her concerns however the pictures speak to the reasons why this merchandise

is in the shape it is in and our factory trained professional has reported

there are no manufacturing concerns albeit the merchandise is outside of its

warranty through Bobs Discount Furniture.

We apologize to our customer that we are

unable to take responsibility for damages that are caused completely outside of

our control.

Kind

Regards,

Bobs

Discount Furniture

Review: Added to my order is a total amount of $9 + $9 = $18 dollars for what they call a Re-Cycle fee to remove and dispose of old mattress and box spring... as I had informed sales agent Andre that there is nothing in the room to remove (Empty-room)... He had informed me that this is state requirement and CANNOT BE REMOVED from bill.

What ??? Why would I pay to have something removed when there is nothing to take???

Seeking a refund in the amount of $18 dollarsDesired Settlement: Desire refund, Billing adjustment O.K.

Business

Response:

Good Afternoon Revdex.com,

Please apologize to our customer

for any confusion that may have been initiated at our store regarding the

explanation of this fee. As the retailer

it is our responsibility to properly explain this fee and the fact that it is

not controlled by us (the retailer).

As of May 1, 2015

CT state law requires that every retailer collect a $9 recycling fee for every

mattress and/or foundation sold. This fee, paid by the customer when bedding is

sold, is passed on to the state, thus funding the state’s mattress recycling

program. As we are not in control of charging this fee we are unable to offer a

refund on the fee.

The Mattress Recycle Council – Is

a nonprofit organization formed by the mattress industry to operate

recycling programs in all states that enact mattress and box spring/foundation

recycling laws.

Review: I bought a living room set and within a couple of months I noticed excessive wear on the couch portion and ottoman. The chair piece is not at all comfortable like the floor model that I was shown in the showroom. I expressed these concerns when I called. They sent someone out to take pictures and inspect the furniture. They were supposed to call me within a few days. I had to call them a week later to find out what the deal was. They told me that they were not going to do anything about it because it looked like normal wear. I asked if they seen the pictures that the inspector took. They said no and to take pictures and send them to a specific email address. I questioned how they can make a decision without seeing the pictures ! Well after I sent the pictures they said that they will send out new cushions. The new cushions are just as bad as the original at this point. They never sent new outer covers which was the visible problem. They only temporarily fixed the comfort on the couch. The chair they never did anything about and it sits covered in my living room.Desired Settlement: At this point I dont want to deal with bobs furniture ever again. I want this furniture returned and refunded along with the extra warranty that I payed for that they obviously donot honor !

Business

Response:

Good Afternoon [redacted],

I am sorry to learn of your disappointment with the merchandise

you have and the service you have received from us.

The technician dispatched to your home on 04/22/2015 indicated

that there was no defect on your seat casings. We normally do not need to

review pictures because our technicians are all factory- trained to determine

if/when a product is experiencing a concern as a result of a defect. We trust

the personnel we have on the road and in the home. In your case, you disputed

these service results and we reviewed photos on your behalf. Your account

indicates that after review we still agreed with the service professional that

what you were seeing occur is normal wear and tear results of the furniture’s

material makeup combined with its environment and the use its receiving. As a

courtesy we paid for and shipped you the seating that you stated you were

uncomfortable on. Our records do not

indicate that we were ever set up to ship you out casings (material) for the

seating area as we found no defect present in both reviews of this concern.

We absolutely honor the

protection plan we sell and stand behind its value. Your Goof Proof Plus Plan

covers manufacturing defects (thru Bobs) and (thru the Guardian Company) a

variety of in home accidental occurrences. As you are not experiencing a defect

and haven’t reporting any accidents causing your concern, the purchased plan

and its benefits does not apply to your concern. Like any other protection plan

the terms and conditions must be adhered to in order to keep all resolutions

fair for all customers alike.

If you would like to reselect to a different set because you are

experiencing a preference concern with this one that is certainly an avenue we

are willing to offer here as recourse. Please see our option for resolution

listed below:

Option:

We will provide you with a store

credit based on the price paid to us for the sofa/chair/ottoman and protection

plan.

This store credit will allow you to reselect to a different set whose material

makeup may fit your needs and longevity expectations better.

Once you have visited a showroom to make your reselection (within the next two

months) we will expect to remove the current merchandise you have in your

possession on the same date we deliver the new selection.

In the interest of fairness we do ask that you pay a new delivery

fee on the new sales order as we are granting this option as courtesy, will

need to dispose of the product you have, and as a business we have always kept

the service of delivery separate from the pricing of our product.

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: We purchased a server, two chairs, and Chesser. We purchased Bob's goof proof protection because it was recommended. The sales agent said if for some reason any accident occurred and anything broke it would be covered under our warranty. Well my husband sat down on the chair and two legs accidentally broke. When we filed a claim it was declined because Guardian claimed sitting in a chair is normal and if he fell into the chair and it broke it would be covered. If you purchase a chair and you sit in it and it breaks after 3 years of normal usage that is not a manufacturer defect rather an accident. As for the server, when I opened the draw it accidentally broke, when we filed a claim Guardian declined and claimed the inside of the draw is not covered under the accidental coverage and also opening and closing the draw is a normal function. Lastly, with the chesser, my son accidentally opened closet door and it hit the outside of the chesser and also, the inside of two drawer accidentally broke when the drawer was opened. These are just three examples. In order for your furniture to actually be covered you must have an attorney to file to claim because of the interpretation of language is skewed on behalf of their sales reps and goof proof warranty program. The definition of an accident in Webster dictionary is not the same definition of an accident according to Guardian (Bob's goof proof warranty department). That is an unfair to the average consumer. If you sit in a chair and it breaks accidentally, that is an accident because its an unintended event that results in damage or loss.Desired Settlement: I would like my furniture repaired, replaced, or our account credited for re-selection.

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.

We provide a general flyer at the

time of sale that very clearly indicates there are some exclusion(s) to the

protection plan and the document further encourages the consumer to read their

full plan documents for the list of exclusions. As the manager of the plan,

Guardian is responsible for sending the consumer the plan documents. Should the

customer decide that they would like to review the complete plan documents as

the flyer suggests and they don’t have these documents, we assume (as any

retailer would) that the customer would then try and obtain said documents for

review. Had we been made aware of the need for these terms and conditions we

most certainly would have provided them upon any request. As it is not

typically a document we provide we literally have no way of knowing whether the

consumer has received the complete plan or not and we see no reason not to

trust that Guardian is continually sending these documents as many claims for

coverage are routinely approved.

While we certainly understand and acknowledge our customer’s

frustration the plan has specific terms and conditions that must be adhered to

by all consumers alike in order to keep all resolutions fair. Our records reflect that the chairs have been

in the customer’s possession for over for years (date of delivery 11.11.2010)

and the chest has been in the home for nearly four years (date of delivery

4.30.2011). Any coverage directly thru Bobs Discount Furniture expired on these

items long ago and we have received no indication of concern on any of these

items until now.

We again apologize that the customer didn’t receive the service

expected from the Guardian company and are willing to look into this claim

further and dispute the claim with Guardian on their behalf should we feel

necessary.

At this time we ask that the customer provide photographic

evidence via this Revdex.com channel of the damage/overall condition of these items.

It is reasonable to expect that all items should be kept in good condition

prior to an insurance claim being entered for coverage.

To move forward please advise the

customer that we require a minimum of 2-3 pictures (in color) for each item

that is listed in this complaint. I have listed the requirements below to

ensure our request is specifically notated:

-Minimum 2 Photos of the chair:

- 1 Picture that clearly shows the entire facing surface (seats, inside back) of

the chair

-

1 Picture that clearly shows the damage marks at close range (Example: where

the leg snapped off and leg)

-Minimum 2 Photos of the server:

- 1 Picture that clearly shows the entire facing surface of the server

-

1 Picture that clearly shows the damage marks at close range (Example: Interior

of drawer)

-Minimum 3 Photos of the chest:

- 1 Picture that clearly shows the entire facing surface of the chest

-

1 Picture that clearly shows the damage marks at close range

-

1 Picture that illustrates the structure damage to the drawers

We will review these photos

(Request is for 7 photos in total) with our Service Management Team and respond

with what, if any, options for resolution we may have to offer this customer.

Sincerely,

Bobs Discount Furniture

Corporate Customer Care Liaison

Business

Response:

Good Morning Revdex.com,

I truly wish that the pictures sent thru to us would suffice for

review with our Service Department however the attached file contains what

looks like photo copied pictures and in the majority of the photos there is no way to determine what the picture even

represents. The initial report the customer gave does not depict any occurrence

of accident besides the chest that was hit by a door being opened. Sitting in a

chair and opening and closing a drawer are acts of normal use and given the

length of time the chairs, server, and chest have been in the home the majority

of these concerns are most likely related to normal wear and tear.

Due to the lack of information being provided and the fact that

this customer has had this merchandise in the home for over four years we our

options for offering resolution are limited.

If the customer is able to provide photos that will allow us to

complete this research we are happy to help the customer move forward thru this

Revdex.com channel.

If the customer cannot or is unwilling to submit legible photos we

have a courtesy offer listed below that can be processed by contacting our

Customer Care Offices at [redacted] (Mon – Sat 6:30a- 8:00p/ Sun -10:30am

-7:00p).

One Time-

Courtesy Offer for Resolution on the Chair/Server/Chest:

Since the customer is very far outside of warranty thru Bobs

Discount Furniture replacement parts would need to be purchased at the cost of

the consumer directly. We will offer to meet this customer ½ way (50%) on the

cost for ordering the replacement parts.

If the customer wishes to have our

business install the parts then a charge of $79.99 for labor would need to be

collected prior to that install taking place.

In the case of the chair – if

the back legs are the concern then a “complete chair back w/ attached legs”

will need to be purchased and ordered from the vendor. The cost for this part

is normally $50.00 so we will cover ½ as a courtesy and the customer will be

expected to pay $25.00 before the part can be ordered.

If the any of the front legs needs to

be ordered they are available from the vendor at a charge of $20.00 a piece. So

if only one leg is needed (left or right side facing) then the cost would

normally be $20.00, if both legs are needed for replacement then the cost would

be $40.00. In either case we will meet the customer ½ way as a courtesy making

the price for (1) one front leg $10.00 or the price for (2) two front legs

$20.00.

In the case of the server- A drawer

for this unit comes at a cost of $50.00 from the manufacturer. With our

courtesy offer the customer will be expected to pay a cost of $25.00 for the

drawer. Please note as the

photos are not clear at all the customer would need to be forthcoming in

disclosing what drawer needs to be ordered (Left Side Facing, Center, or

Front?).

In the case of the Chest- There

are no parts available from this manufacturer for this item, IF the customer still resides at

the same address we can offer what is called a ‘Best Effort Service’ to the

customer. This means we will do our very best to repair the chest to showroom

quality at no charge to the customer. Our attempt is a courtesy as the fact

remains that this customer’s item is not within any warranty period directly

thru the responsibility of Bobs Discount Furniture. Should the customer not be

satisfied with the workmanship of our professional after the best effort repair

attempt takes place we will have no further recourse to offer relating to this

concern.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: A Bob's Discount Furniture representative came to my house at [redacted] on Friday, May 2, 2014. The problem is that one part of the sectional sofa that I purchased in Bob's [redacted] store is defective. The sofa part has leather that is cracking and peeling. The chase lounge part of the sectional is fine and is made of better quality leather. The leather should be the same quality on both sections, but it is not. No one called me from Bob's customer care to arrange replacement or repair to the cracked leather sofa. I have been on hold on Bob's customer care line with no answer. I have to file a complaint with the Revdex.com because the furniture is still under warranty and Goof Proof insurance was purchased for it at the time of sale. I can't even get a Bob's representative on the phone to address this issue.Desired Settlement: New sofa section needs to be replaced

Business

Response:

Good Morning Revdex.com,

We are very sorry that our customer had to deal with such a

long hold to get through to us. We also apologize for the product issue our

customer was experiencing and it is our mission to ensure our customers are

fully satisfied with the product they have purchased from Bobs Discount

Furniture.

Our records reflect that on 5.05.2014 a store credit was

entered for our customer to resolve this concern.

Please advise me if our customer requires any additional care

and we thank our customer for bringing our areas of disappointment to our

attention so that we may always work to improve our overall customer

experiences.

Kind Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: Hello, In August of 2013, I purchased a couch from Bobs Discount Furniture in [redacted]. The brand name of the couch was called Lizzy. In or about the middle of August, the couch was delivered to my home. I used it in the spare family room. In the beginning of September, I was forced out of my place due to landlord negligence in not keeping up with the mortgage. Therefore, I had to put all of my things in storage from 9/15-10/15. On October 15, 2013, I moved into my new place and my belongings, along with the couch was taken out of storage as well. The couch is now being used in the main living room. Now, my new home is a new development and I am curently the only tenant in the building, therefore I don't physically sleep there. However, the couch is what I sit on when I am there. To get to the point, I have probably sat on this couch 10-times and the cushions are already flat. I though that it was just my imagination, but then I had several people confirm this for me. I am so disapointed. I paid over 500.00 for this couch tax and delivery included, and it is basically ruined. I have requested that Bobs send out a technician to look at it. At this time, I am looking for my money back or a store credit. I have read several reveiws in reference to Bob's Discount Furniture and it seems as though, this happens to frequently with the customer's. This has to stop. People work hard for the things that they buy, and when you spend this kind of money on merchandise, you want to get some wear and tear out of it. I am sooooooo disappointed with them, and must say that I will not refer anyone to them.Thank You.Desired Settlement: Either I would like a refund or a store credit. I do not want the merchandise. The quality is absolutely horrible.

Business

Response:

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that you are disatisfied with the sofa cushions. Our records indicate that you spoke with a member of our customer care team on, 11/11/13 and we have setup and scheldued a service appointment for, 11/23/13. The options for recourse will be dependant upon the report provided the technican. We will revisit your complaint after, 11/23/13.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I want to wait to see what the response of the technician is. I do not want to have the complaint closed out as of yet.

Sincerely,

Business

Response:

I understand your request to have the complaint remain open until the technican report is completed, 11/26. I will be on vacation from 11/25-12/3 however, your account is noted and you may follow up with one of customer care agents regarding the technican findings and possible options for recourse.

Review: I purchased a full size [redacted] mattress set on 08/29/2013. After sleeping on it for only 7 months, the mattress was sagging considerably. Customer service rep came to my home to look at it, confirmed that the mattress as well as the box spring were sagging. A replacement set was delivered to my home on 04/14/2014. The same thing happened - the mattress is sagging again. Customer rep came to my home on 09/20/14 and confirmed mattress was once again defective. I have spoken to several customer care representatives and have requested a refund which they indicated was not an option for me. I went to the store in [redacted] today as they want me to reselect a replacement mattress. I do not want another of the same mattress, there are no other mattresses in the store that I am interested in except the black label but I cannot pay any more money for the upgrade.Desired Settlement: I would like a full refund so that I can purchase a different mattress set elsewhere. I would be willing to accept the [redacted] as an even exchange, but I cannot pay any more than the $700.00 that I already paid. I indicated this to the sales person, [redacted], today. I do not want store credit as I do not need any other furniture, I just need a mattress set.

Business

Response:

Good Morning Revdex.com,

I have spoken with [redacted] this morning (10.01.2014) and

provided her with my direct number for contact in the case that she ever needs

further assistance with this concern in the future. We genuinely apologize to [redacted] as we agree that having dealt with multiple defective products within

a warranty period is a valid reason for us to consider making an exception to

our established policies.

We have agreed to provide [redacted] with a monetary refund

after the mattress and foundation have been removed from her residence. We are

currently scheduled to pick up this bedding set on 10.4.2014.

Thank you

for the opportunity to make it 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.

I have been advised that it will take 5-7 business days after they pick up the mattress to post the refund to my credit card.

Sincerely,

Review: When placing my order for furniture with Bob's discount furniture, the web version did not work correctly so I called customer service who was helpful in placing my order. She talked me into purchasing their insurance for the furniture by claiming that with the insurance policy cam included free redelivery services for up to 5 years. I specifically asked, "so if I want to move in a year you'll move my furniture?" She said yes, so I purchased the insurance. A year later, today, I called up to use this service and they not only say they have never heard of it, but claim they are unwilling to do anything to rectify the situation. They sold me the insurance policy based on fraud, and will not return my money, nor offer me any kind of recompense. I dislike being cheated and lied to, and I want something done about this. They have already lost a customer forever, and I will put the word out on my social networks.Desired Settlement: I would like my fraudulently obtained monies for the insurance policy refunded.

Business

Response:

Good Afternoon Revdex.com,

I spoke with [redacted] today (9.05.2014) and apologized for any

type of misrepresentation our sales professional may have set forth during

[redacted]’s buying experience. I assured [redacted] that we will follow up on the

coaching concerns we have and that we truly appreciated her feedback because we

strive every day to offer our customers the best experiences overall.

I have offered to cancel and refund [redacted]’s ‘[redacted] Protection Plan’ at a prorated amount of $160.00 but I have explained to [redacted]

that this is not the best option for her as our valued customer.

I have provided [redacted] with my direct phone number and my

email address has she has indicated that she has a concern with her table she

would like us to review and wants some time to consider the option of canceling

and refunding the protection plan she purchased.

Thank you

for the opportunity to make it right,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: The first time Bob's was set for delivery, I had requested, and was told I would have, "breakfast with Bob's" delivery, which would have a minimal impact on my work schedule. Bob's failed to do so, instead scheduling a delivery between 11-3. The delivery people arrived just after 3:00 to deliver a couch, table with 6 chairs, a dresser and a mirror. The dresser had a drawer which was catching, but the delivery guy told me it would be ok once the furniture warned up. (It didn't get better). The second delivery was scheduled for nearly a month later, to deliver a back-ordered storage bed and 2 nightstands. No one called me to notify me that part of the bed was damaged, so only the nightstands would be delivered. A third delivery was scheduled for today. The company was to deliver my bed. Unfortunately, the delivery men had only a footboard to deliver. The company was supposed to arrange for a service technician to come out during the same period as the delivery personnel, so as not to cause me further inconvenience. Unfortunately, this was not the case. They are scheduled to come in the 2 hours immediately after the 4 hour delivery period. Now, I will need to take a 3rd day off work for my 4th delivery, which is scheduled for Monday "at the latest time frame possible" so it will have a minimal impact on my work schedule. The company is unwilling to compensate me to a degree which I consider to be fair, given the excessive inconveniences caused. They are only willing to compensate the delivery fee of $229 on my $4000 order, after 3 deliveries with one damaged piece of furniture. Furthermore, I have needed to wait on hold a total of 3 hours, 20 minutes, only to be disconnected 5 times in the midst of phone calls, with no call backs from customer care representatives or account managers. Consumers should be advised that this is not a reputable company. I am appalled that they continue to operate in this state given the lack of consideration they have for consumers.Desired Settlement: I believe additional compensation is deserved in this case. $229 on a $4000 order equates to to a 5% refund. I do not believe that this company operated to 95% satisfaction of the cost of merchandise and believe additional compensation should be offered given the number of failures on their behalf.

Business

Response:

Good Day Revdex.com,

Please pass on our sincerest

apologies for the inconvenience the multiple deliveries caused our customer. We

can certainly understand the customer’s frustration and acknowledge the reasons

why the customer feels they are owed something additional after their concerns

have been resolved.

Bob’s prides itself on providing

quality service and the best value product for the price. Our primary focus is

on making the concern we caused right so that our customer is satisfied with

the product that they have purchased from us. We have resolved the original

concern and delivered the customer the merchandise originally expected in good

condition. At this time any additional accommodation we feel adequate to offer

to the customer is a form of our apology and at our internal discretion.

Normally we offer any type of

additional apology strictly in the form of a Bobs Discount Furniture Gift Card

because as a business we understand the importance of earning our customer’s

trust back and proving to our customer that delivery failures are not part of

the normal daily operations that have helped us grow to be the 15th

largest furniture retailer in the U.S. We also wish to provide our customers

with a tangible item as a further form of apology rather than just committing

to the act of pacifying someone with a monetary amount.

While it is not normal procedure

to so we have already offered to work above and beyond our normal process to accommodate

this individual’s demands. As a retailer we are unable to offer apology amounts

based off of any individual’s time and product that stands in the customer’s possession

in factory fresh condition is not eligible for a further discount.

In addition to already offering a

monetary refund as a form of apology we made this offer to our customer prior

to the delivery being completed on 2.28.2015. This was our second attempt to

again work at full capacity to satisfy the frustrations we caused our customer.

While we are genuinely very sorry for the amount of time our customer had to

spend on the phone with us, our records indicate that we were taking the

appropriate time to listen and acknowledge our customer’s angst the moment it

was being presented to us.

At this time we can offer to

provide the customer with a monetary refund based on the amount paid to us for

a delivery fee on this sales order ($229.99)and in addition we will mail out a

Bobs Discount Furniture Gift Card for $100.00.

Should the customer wish to accept

this offer, please advise that they can respond to this communication via the

Revdex.com as ‘satisfactory’. We will make the appropriate arrangements to refund the

delivery fee charge as indicated on the customer’s sales receipt (this will

need to be completed by a Corporate Check Request and can take up to 7-14

business days to arrive to the billing address). The Bobs Discount Furniture

Gift Card will be mailed to the below name/address within 7-10 business days of

their response being received.

Check

& Gift Card will be mailed separately to:

Kindest

Regards,

Bobs Discount

Furniture

Customer

Care Corporate Liaison

Review: Our newly purchased bed and mattress had a defect where the slats under the bed did not have the proper supports so the slats were bowing and about to break. We had a date set for technician to come and repair the issue. When the automated system called it told me a different date. I called the customer service number and the woman said it was a glitch in the system and refused to put me back on the date I had originally scheduled over a week prior. She said the next date was 10 days later. When technician finally came out (over 4 weeks after original call) he did not have any supplies to fix the issue. He had to call the company to get the parts and we had to schedule yet another date for the bed to be fixed. We have now been sleeping on the floor for over 4 weeks because of this and I have had to see a Dr. because of my back pain and she said it was from sleeping on the floor. We cannot sleep on the bed because they are breaking.Desired Settlement: I am demanding an adjustment to our bill because of all the issues and I am demanding that the company pay my medical bills because of having to sleep on the floor and having to wait such a long time for repairs (which still are not completed).

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest

apologies for the inconvenience the multiple deliveries/service and 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. We

never anticipated failing our customer once, let alone twice and are deeply

sorry that their choice to sleep on the floor has caused them more stress.

We currently have an even exchange

scheduled for the entire bed on 9.02.2015 (tomorrow) to resolve the remaining concerns

with this merchandise.

While it is not normal procedure

to do so, we absolutely recognize that we have failed our customer and

compensation-as a further form of our

apology- should be offered after the problem we have caused as been made

right.

At

this time we are looking forward to completely resolving this customer’s

concern on 9.02.2015 and 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 9.02.2015. We will review the

account and at that time and determine what compensation we are able to offer.

Kind Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: On September 15,2013 I purched a Bobs [redacted] bed. After 1yr and 4 months the spring have come through the matteress and punched a hole in the box spring. I called and they sent a inspector who took pictures and sent them to the home office were a customer service rep by the name of [redacted] informed me that since the see wear and stains on matteress I have no claim. I have gone through there policy and no were do I see anything like that. It seems that the fact that the coil nearly impailed my husbads coxal bone means nothing to them. The only wear is the normal usage of a 65 yar old and and his 62 year old wife. Please look into this for me I think that this is unfair,all I want is fior them to replace this set.Desired Settlement: Just replace the bed that's all I want. My husband and I are diabetics and can't afford to be damaged in our sleep.

Business

Response:

Good Morning Revdex.com,

Please

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

to our customer.

Bobs

Discount Furniture genuinely cares for all of our customers and stands behind

the quality and value of all the products we sell.

While we

are unable to pick up, remove, or dispose of the mattress set due to the heavy

staining this set has endured we will offer to provide this customer with a

store credit for the amount originally paid to us for the mattress set ($325.54).

The customer can use this store credit to visit a showroom location (or contact

one via telephone) to set up another purchase for a new mattress set.

We will also

offer to cover the charge of delivering a new sleep set as an additional

courtesy to this customer; again we are NOT

able to remove the current mattress or foundation from this home. I have

populated the store credit within our system and the credit number the customer

can use as a reference with any of our associates is [redacted]

Kindest

Regards,

Bobs Discount

Furniture

Customer

Care Corporate Liaison

Review: On October 25, 2013, my furniture was supposed to be delivered between 12:00pm-3:00pm as stated by the automatic message sent to my home phone. The furniture was not delivered until 7:30pm. I called at 4:30 to find out why the furniture wasn't delivered yet and was told that they were backed-up and it should arrive at 6:21pm. When I inquired about receiving compensation for the inconvenience, I was told by the first rep from the customer service line, that Bob's was an all day delivery service and they do not offer compensations. I asked for the info to corporate office and was told that the customer service number I called was the corporate office. I asked to speak to a person I believed to be the manager and he basically stated the same things as the first rep. At 6:25pm, the delivery still hadn't arrived and I called again to inquire as to when was it coming. The second rep stated they were still backed-up and the delivery should arrive at 7:00pm. To double check, I asked the second rep was this the corporate office and she stated no. She proceeded to give me the number and address to the corporate office. So, clearly the first rep lied just to try and shut me up and to avoid me contacting the corporate office. I explained to both reps that I was not satisfied and that I will be filing a complaint with the Revdex.com and contact corporate office to express my concerns.Desired Settlement: I would like to at least be compensated for the delivery fees since I did not receive my delivery in a timely fashion.

Business

Response:

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I have researched your account and apologize the late arrival of your delivery.

As you now know, our delivery is an all day service and the three hour timeframe we provide is an estimate. In the event of unforseen situations such as traffic, mechanical breakdown, weather or delays at previous stops, your delivery may arrive later than expected; During such events it is expected that a member of our customer care delivery team contact you through out the day keeping you updated regarding your delivery (you may also track your delivery online).

I apologize for the inconvenience we may have caused and greatly appreciate your business however, comnpensation is not awarded for this issue.

Consumer

Response:

Review: [redacted]

I am rejecting this response because I am not satisfied with it. Everyone keeps saying the same thing. Your staff members lied and did not keep me posted on delivery times until I called them to find out what the hold up was.

Be rest assured that I will NEVER shop at this store again and I will be sure to spread the word to my family, friends, and anyone else willing to listen not to do business with this company either. As I'm sure you are well aware, word-of-mouth is the one of the best marketing strategies which could help or hinder your business reputation. If I would have known what I know now, I would have never spent my hard earned money at your store.

In the near future, I will seek out a store that does not have ALL day delivery service as that does not meet my expectations for a delivery service!

Sincerely,

Business

Response:

Good Evening Ms. [redacted],

Your business is appreciated and we apologize for any and all inconvenience we have caused.

While we understand your disappointment, it is our hope that you will allow us an opportunity in the future to restore your faith in our company, especially our delivery service.

Review: I was sleep and my bed in the bed fell! I have goof proof that I paid for and goof proof says im not covered! goof proof said its a manufacture issue I spoke with custermer service wich wasnt any help she never sent me the email, they sent a technician out he took pictures wich they say are blurry which they cant see im paying for a bed that I cant sleep on in im not getting any feed back from customer service please help me!Desired Settlement: I just want my bed fixed so I can have some were to sleep! ive been sleeping with my son for a week now I just want what the store promised when I bought the bed!

Business

Response:

Good Morning [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account as well as the terms of the goof proof plan.

The goof claim was denied because you did not specify a specific incident which would have caused the bed to colapsed. The service technican we sent to your home listed the damage as a broken bed slat and rail however, because the damage was found to be unrelated to a defect and the manufacturer warranty had expired, customer care was unable to offer any recourse.

Bob's Discount Furniture prides itself on standing behind the merchandise we sell. As a courtesy, I will allow the return of the queen size "classique" bed however, there will be a 15% usage fee assesed and the goof proof plan, against the bed will be void. The total store credit, if you should accept will be, $281.46.

Review: This was a fantastic place and [redacted] was amazing. I finally was going to get a good furniture set. Than came the crappy delivery. A very big happy valentine days from Bobs. The delivery didn't stop at the house as they said. I was there. He didnt even knock on the door. I saw a truck stop look and leave. What kind of garbage is this from a respectable company. Than they said we were on a go back and it would be delivered. Wow, 2 hours later I got another call saying they weren't showing up today and they wanted to reschedule. Thank's Bob's for ruining my Valentines Party dinner in my new house. I will go to a company that cares. It just didn't seem like any cares at Bobs after they get there money. I forgot that they claim they have a state of the art delivery system. I got a call 2 days before my confirmed delivery time was between 7:30 to 11:30 confirmed. Guess what I got another call stating it will be 8:00 to 12:00. All day as you wait their online system changes when it was supposed to be delivered. The time changed and changed and changed. Three different times it sat at 40 minutes at the same time and I was still waiting.. Some state of the art system they claim they have. I hope no one else's day was ruined by this place. I will post this review everywhere.Desired Settlement: At this moment. I can not trust a company that plays games. I want an explanation not excuses on such an important day. Please explain why my day has been ruined. I have a right to be angry.

Business

Response:

Good Afternoon Craig,

I don't blame you 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 you 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.

Your comments regarding the service you received by our delivery team are very important and concerning to us. You deserve only the best service, especially when you visit Bobs. In researching the alleged behavior of our delivery team I have located records that indicate that our team followed protocol and had a Customer Care Agent initiate a phone call to you at [redacted] (approximately 10:50a) on 2.14.2015. Your account indicates that we weren’t able to reach you by phone and left a message on your machine. The delivery team then provided us with a description of your residence prior to being moved on.

We are very sorry when we miss any of our customers while within their estimated timeframe window and we also apologize that you didn’t find our delivery tracker to be helpful. In an effort to make it right we did request that the delivery team be returned to your stop that day as you have outlined and it remains very regretful that we weren’t able to get the team to come back to you as we hoped would happen.

You’re most recent account records indicate that your pending sale has been canceled and when you spoke with one of our Account Management Specialists on 2.16.2015, conflicting information in regards to your location on 2.14.2015 when the team arrived was provided to us from you. I assure you again that all the proper protocols were followed prior to the team leaving your residence and we did everything we could to request that team back to your stop on the scheduled date. It saddens us that we lost your trust in our business and felt it necessary to cancel your order, as you discussed with you on 2.16.2015 if your order was to be reinstated and delivered to you we would be happy to discuss a further form of apology offer with you after we have been able to earn your satisfaction with the sales order.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

%

Consumer

Response:

Review: [redacted]I am rejecting this response because: [redacted],

Review: We bought a dining room table and chair set from Bobs approximately 2 years ago and spent additional money on their 5 year protection plan. Recently, a chair completely cracked between the seat and the chair leg as a family member sat on it (person approx. 185 lbs.). We called Bobs and were told that we were only under warranty for 1 year and the 5 year plan only covers dings and scratches or spillage so there was nothing they could do for us. We were told that the protection plan would cover everything which is why we paid the extra money for it. Now we have a dining room set that is unusable. Additionally, when we've called for dings and scratches in the table, they send a guy over with a marker to color them. The 5 year protection plan was completely misleading. I could buy a marker for under $5 to touch up the table myself instead of spending the $100 on the protection plan.Desired Settlement: I would like a refund for the entire purchase price of the dining room set and the warranty plan.

Business

Response:

Good Morning Mr. [redacted], The [redacted] goof proof protection plan is designed to provide recourse against most common types of in home accidental damage, when properly reported. Your claim for the dining room chair would have been denied as the chair was being used for the its intended purpose (sitting), when the damage occurred. Given the length of time that has lapsed since delivery (2013) it is difficult to determine if the damage to the chair is the result of a defect, normal wear and tear or an accident in the home. The one year manufacturer warranty expired March 2014 and based on your explanation of the damage, it does not seem that our technician can repair the chair.Bob's Discount Furniture appreciates your business, unfortunately we are unable to honor your desired resolution for a full refund of the dining set you have used since 2013 nor can we refund the protection plan. As a token of our appreciation for business I will be happy to issue a $50 gift card which you may use toward the purchase of replacement chairs.Thanks[redacted]

Consumer

Response:

Review: [redacted]I am rejecting this response because:

I was offered a $50 credit towards replacement chairs. Looking on the Bob's website, they no longer sell the dining room table I have nor do they sell the chair. I have a 2 year old 7 piece dining room set which is now 6 pieces since we have an unusable chair and they don't make the chairs anymore.

A $50 credit would not even cover the cost of 1 chair off of their website as the cheapest chair online is $59. At this point, the only way I would accept the offer is if I was given 1 matching chair to the set that I currently have and not to another set so the chair doesn't match.

Additionally, the protection plan that we were sold is extremely misleading as we were under the impression it would cover issues such as this. Why would anyone in their right mind spend an additional $100 on a protection plan that only covers you coming out to color in a scratch on the table with a marker?

Sincerely,[redacted]

Business

Response:

Good Afternoon Mr. [redacted],I understand your concern and dissatisfaction. I have reviewed your account with Management and there was much conversation regarding the points discussed in the previous Revdex.com response; however we stand behind the merchandise we sell. You may return the complete set for store credit minus a 15% usage fee. The goof proof plan does not cover the damage you are reporting and you have had full use of the set since 2013. If you should choose to accept this option you will have a store credit in the amount of $339.15 and you will have until July 8, 2015 to select the new set and schedule a delivery and pick up date.Please note that Goof proof does not just "touch up" furniture as you indicate; if the incident/damage was properly reported and repair or parts was unsuccessful you would have received a store credit equivalent to the full purchase price and you would be allowed to keep the furniture. I understand that you may be unhappy with the plan, now, however, it is does provide great benefits when properly initiated.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]:

I am willing to accept the $339.15 in store credit as long as I do not have to buy another dining room set with the money and the answers to my questions around goof proof are answered and clarified. I would like to know how it was decided to take a 15% usage fee from my original total? If you look at the attached goof proof plan, we are covered under wood / hard surface for any "Breakage of the wood frame or structure or other hard surface" for a period of 5 years as long as we report the service request within thirty (30) days of the date the stain or damage occurred. In this instance, we reported the break in the chair within 48 hours. When we called the "Bob's Hot-line", we were told that there was nothing Bob's could do for us because the table was over 1 year old and out of warranty. Never was there an offer for a tech to come to our house. Am I reading this incorrectly that we are covered for 5 years if a break occurs? I am also attaching pictures so you can see where the chair broke and the extent of the damage.

In the recent response back to me, we were told that "if the incident/damage was properly reported and repair or parts was unsuccessful you would have received a store credit equivalent to the full purchase price and you would be allowed to keep the futniture", we did report it properly within 48 hours and were told that nothing could be done for us. Why are we being penalized when one of your service representatives did not take this further for us? If this was true and you would have given us the store credit equivalent in the first place, we would not have felt a need to go through the Better Business Burea for resolution.

In addition, I take offense that you are saying you do not just "touch up" furniture. I have been home on several occassions when a tech has been out to our property to repair the table. One instance which you should have documented was when we were wiping the table with a damp cloth and a crumb from pizza crust left a 3 inch long scratch across the top of the table. In that instance, the tech pulled out a marker and colored it. He said he could not fix the finish on a table. This was done on at least 1 other occassion when a tech was at the property, most recently in October 2014 (reason for visit was initially because screws were falling out of the table and chairs).

Again, I would only accept the store credit as long as I do not have to buy another dining room set. If I can use the store credit on something else, how do I initiate the return and a purchase using the store credit?

Sincerely, [redacted]

Review: I had purchased a living room from BOB's Discount and I also purchased what they call the "GOOF PROOF PROTECTION PLAN" which covered manufacture and accidental warranty. I had reported damages to my living set to BOBS and they sent a service Tech to evaluate the damages. The Tech diagnosed the damages and stated to me while he was at my home, that the springs are damaged because they are falling off the structure, the frame itself is damaged because it appears to be a defect with the design of the Couch. The Tech indicated in writing on a form provided by BOB's Furniture that the damages are covered under manufacture warranty since the damage is a result of a factory defect because the springs are falling or hanging with a thread as well as the frame that is bent and nails are popping out of place and there is no support. I asked the Tech to call BOBS right then and there while he was at my home telling me and writing his findings but the Tech refused to call BOBs and he said that they don't allow techs to call and share findings while they are at customers homes. Then more than a month passed and I received no calls from BOBS customer service to inform me of their decision. I called yesterday and spoke with a supervisor her name is " [redacted]" who indicated to me that the damages will not be covered under manufacture warranty and will not be covered under accidental warranty. The reason is because the Tech that came to my home and evaluated the damages reported complete conflicted information from what the Tech had indicated to me and my wife the day of his visit to our home. The Tech indicated that the damages is a result of Customer "CAUSE" by wear and tare. Then I explained to the supervisor at BOBs that this is conflicting information because the springs are falling a part and the frame is damaged how is it identified as " CUSTOMER CAUSE". Her answer to me was " you should have asked the tech to call us when he was at your home" but the tech refused so I knew something was not adding up.Desired Settlement: I would like to have my living room set replaced by the same set or fix the set that I currently have but according to the Tech the damages are not fixable and BOB's Furniture does not make that style of living set anymore so they would have to replace it by providing me with an exchange refund so I can get another living set.

Business

Response:

Good Morning Revdex.com,

Please pass on our apologies for the alleged experience

the customer outlines to have occurred during his service visit. We will move

forward in investigating these allegations directly with our technician. We

assure our customer that we wish to resolve his dispute in a fair an adequate

manner and whether the report was provided to us in or outside of the home we

stand behind the integrity of our technician’s report. Our Service technician’s

are factory trained professionals who know and understand the inner workings of

the merchandise we sell, they are fully qualified to determine if a defect in

workmanship is present or if merchandise is showing signs of wear and tear from

the amount of use it has been receiving in an environment.

Bobs Discount Furniture offers coverage against

manufacturing defects and just as its name outlines, the ‘Goof Proof’

protection provides coverage against accidents. At this time the merchandise in

the customer’s home is not experiencing concerns from either of those

instances, therefore the coverage purchased does not apply at all. This

merchandise was delivered nearly three years ago and we have not received any

complaints or concerns from this customer until now, the depth of damage the

customer is reporting cannot possibly have occurred overnight or all at once

just recently.

As we agree with our service technician’s findings we are

only able to make a one time extreme

courtesy offer to this customer for possible resolution. Should the

customer wish to reselect to a different set of furniture we will offer to

provide the customer with a store credit of 70% based off the original prices

paid for this sofa and loveseat. Should the customer wish to have this new

selection delivered a delivery fee will be charged at the new time of sale. We

will offer (an additional courtesy) to haul away the current merchandise the

customer has in their possession and dispose of it on the same day we deliver

the new selection.

Should the customer wish to accept our offer of store

credit they can respond to this Revdex.com channel as ‘satisfied’ and we will have our

retail location reach out to them for further confirmation of their active Bobs

Discount Furniture credit number.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate

Liaison

Review: I had purchased brand new furniture for approximantely $1200, including a warranty of approximantely $200 from Bob's Discount Furniture store. My warranty includes repair and/or replacement on my furniture if damaged. My furniture has been damaged by normal use. I have called my warranty & Bob's Discount Furniture about this matter. They did make it to my home to view my furniture, however, I was denied services about repairing and replacing my sofas. I have been calling Bob's Discount Furniture over and over and getting poor service with no help from your company Bob's Discount furniture and from the warranty department.Desired Settlement: As my contract indicated I need my furniture replaced and/or repaired as soon as possible.

Business

Response:

Good Afternoon [redacted],

I apologize that you have been met with any inconvenience

while seeking to get your furniture concerns rectified through Bobs Discount

Furniture. The additional coverage for accidental damages you purchased is

managed through a company called [redacted] Protection Products, Inc. Bobs

Discount Furniture offers our customers a one year guarantee against factory

defects and during the year that you made your purchase (2012) buying the Goof

Proof Plan we offered did not extend that factory guarantee past its initial

year. You are currently beyond any guarantee period through Bobs Discount

Furniture. The technician we dispatched to your home on 06/06/2014 was done so

as a courtesy to you because we wanted to see how we might be able to assist

you prior to referring you to the furniture protection plan you purchased (Goof

Proof – [redacted] Company).

I have reviewed the photos our technician took of your merchandise

and regretfully due to the amount of damages that your furniture portrays we

are unable to offer you recourse. The damages you are reporting are not related

to a factory defect and should Bobs try and repair customer caused damages we

run the risk of becoming liable for goods that have been damaged beyond our

control. We do have replacement fabric available for the ripped seat concern I see

in the photos at a cost of $50.00 + tax. If you’d like to purchase this part

for replacement you may contact us at ###-###-#### and we can initiate this

sale process on your behalf.

You may contact

[redacted] Protection Products, Inc. directly to file a claim under the protection

plan you purchased. I apologize for any confusion that may be present however

you have been denied further assistance free of charge from Bobs Discount

Furniture and not from the actual company who manages the protection plan you

purchased during your sale. I double checked to be sure and [redacted] has no

claims on file for you at all, contacting this company is the best option for

recourse at no cost to you at this time.

I have mailed you a copy of the [redacted] Plan/Terms and

Conditions. I strongly suggest

that you read through the guidelines for what accidents are covered and how

[redacted] expects you to report these damages prior to contacting this company. The phone number/website

will be listed on these documents for your use after reading through the

coverage materials. I have mailed you these documents so that you will have the

most education available to you prior to reporting your claim for coverage. I

apologize again for any frustration this process has caused you and look

forward to you seeking recourse directly through the additional coverage you

purchased.

Kind

Regards,

Bobs Discount

Furniture

Customer

Care Corporate Liaison

Review: Refuse to honor [redacted] Warranty Services Complain #[redacted]. Goof Proof 5 year warranty against accidents and damages. None of the documentation state you need to know how the accident occurred in order for the claim to be eligible. None of the clauses given was listed in the material handed to me as a customer. Additional information on the policy was not give in the original paperwork nor mailed to my home.Desired Settlement: I would like for Bob's Furniture to honor the 5 year warranty purchased against accidental stains and damages to Breakage of the wood frame structure or other hard surface as stated in the protection plan verbatim and replace my couch.

Business

Response:

Good Morning Revdex.com,

I reached out to [redacted] by phone today (8.05.2014) on

the daytime number she has provided in this complaint. I have left a message

with my direct contact information so that I can directly assist our customer

in resolving this concern. I am very sorry for any troublesomeness [redacted] has endured while seeking to get her concern rectified and I am eager to receive

her return call so that Bobs Discount Furniture can offer our customer the

satisfaction she deserves.

Thank You for the opportunity to make it right,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: Bought an entire bedroom set in February 2012 which I paid 1700.00 for. My husband got into the queen size bed yesterday and the wood side rail split rendering the bed unsafe and unusable.I went to [redacted]. Location today to see what could be done such as ordering new side rails. I was informed through a voicemail that the bedroom set was no longer available and there was nothing they could do for me.Desired Settlement: Refund or acceptable replacement

Business

Response:

Good Morning [redacted],

I apologize that your bed railing

is causing you so much concern, I can certainly understand the importance of

this concern as we all normally spend more time in our beds then we spend using

any other product. I assure you that Bobs Discount Furniture wishes to help

every customer who has a product concern.

Our records reflect that these

bed railings were delivered to you on 3.01.2012, Bobs Discount Furniture

provides a one year factory guarantee on new merchandise and as your original

sale shows no investment towards additional protection it becomes increasingly

harder to provide you with an option for recourse for this product.

As a furniture retailer we have

no way of knowing how this damage actually occurred and as you are over a year

beyond your warranty period we are unable to inspect this merchandise,

therefore we are regretfully unable to take responsibility for this damage. As

an extreme courtesy we can offer to provide you with a Bobs Discount Furniture

Gift Card for the price you paid for these bed railings. I have reached out to

my Merchandising Department to gain knowledge of any other bed railings we

currently sell that would fit comparably with your current headboard and footboard.

We do still work with the manufacturer who made the bed you have and I am

confident we have some type of bed railings to offer within our lineup that

would at least bring your bed back to working order. I will note your account accordingly

with this product information as soon as I receive a response from my

Merchandising Department.

Your original sales invoice

reflects $110.00 paid for these bed railings. Please respond to me and let me

know if you would like me to process the gift card request, once processed it

will take approximately 7 – 14 business days for you to receive the gift card

by mail. Given the nature of your concern I do feel that we are working above

and beyond all policy and warranty procedures in an effort to provide you satisfaction.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: upon further inspection, I found that the headboard has split also. I feel that if Bobs would like my repeat business, they should also issue me a credit for the amount of headboard along with the credit for the rails.

Sincerely,

Business

Response:

Good Morning Revdex.com,

I responded to this customer by the email address she

provided in this complaint today (3.25.2014). I did offer two additional

options for resolution for her to select from and await her response so I may

proceed in resolving her concern.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: On 12/29/15, I purchased a couch, love seat and chair from Bob's Discoumt Furniture. It was delivered on Jaunuary 16, 2016. The side arms on the chair are wobbly. I called CS and was told I was approved for an exchange. Went to store to choose another chair and was told that I must pay another delivery charge. While at store, I checked the same chair and those arms were wobbly. CS said that's the way the chair is made. It's garbage. I asked if they were coming to pick up the other chair, why are you charging me again? Was informed that's their policy. I then asked for a refund; that's not an option once the furniture is in the home. My request, a new chair without a delivery charge or a refundDesired Settlement: Free delivery or a refund

Business

Response:

Good Afternoon Revdex.com,

Please pass on our apologies for

the disappointment our customer experienced with the recliner they initially

selected to purchase.

The customer was offered a

resolution for re-selection as an extreme courtesy (already working beyond the

policy we communicated at the time of sale) and as the customer has disclosed

there was never a defect in workmanship with the chair we initially brought.

The service of delivering merchandise

has always been a service that our organization charges separately for from the

cost of our merchandise. Our company did our best to provide our customer with

resolution in a situation where we did not fail (please consider that we cannot

re-sell the chair that was originally in the home and as a business took on any

associated costs of disposal that may be necessary for the non defective,

original chair).

As of today – the customer’s account shows

that their newly selected chair was delivered successfully on 1.21.2016.

Kindest

Regards,

Stephanie

*. G[redacted]

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the quality of the furniture is poor.