Bob's Discount Furniture

Review: The company sold the product on the impression that any accidental damage would be covered. We I contacted the company they stated that my specific damage would not be covered.Desired Settlement: I would appreciate either having the product repaired or replaced.

Business

Response:

Good Afternoon Revdex.com,

I have spoken with this customer today (10.28.2015) and we have

processed an agreed upon courtesy resolution for this concern.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I ordered the [redacted] set with base and six chairs. The set was delivered on 1/5/16. The delivery team was great however when they unpackaged the base we noticed that the there was a gouge on the side and the corner of the door of the base was very warped and wouldn't even shut properly. They contacted customer care who told me the base would be replaced on 1/13/16. On 1/11/16 I received a call that they would arrive between 12:15 and 4:15 on 1/13 so I scheduled time off from work. The very night before (1/12 at 5PM) I received a call that the base is out of stock and they will not have it until 1/30/16. I wasn't too upset originally at the damage because I understand these things happen but cannot believe the utter inconsideration to my time. They had to know more than the night before that they didn't have the replacement base...and I had to take time off of work for nothing. This is ridiculous considering they charge 100$ for delivery.

Business

Response:

Good Afternoon Revdex.com,

No questioning the fact that we

have let our customer down here. I called our customer [redacted]) today and

apologized for the inconveniences we have caused her overall.

[redacted] has brought a serious

coaching concern to our attention as she believed she was scheduled to receive

her table base on 1.30.2016 when that was the date we would actually be

receiving a re-stocking shipment of this

table base from the vendor. I have assured [redacted] that we will address this

coaching concern internally and we now have our customer fully scheduled for

her table base even exchange on 2.06.2016.

Sincerely,

Stephanie. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: November 2014 the couch and love seat set we purchased in the [redacted] Store was delivered. The set was purchased with The Goof Proof Protection Plan. We placed a claim for wear on the Left arm of the Couch a month later. The technician came to assess the couch and determined a replacement piece was required, which was delivered quite some time after the fact which needed us to keep placing phone calls to inquire as to its whereabouts. After much ado, an entire new couch was delivered (they had erred in processing the claim and never shipped the replacement) so instead they sent a whole new couch stating it was un-repairable. The new couch while I myself was not at home and I re-inspected the couch upon my arrival and found it did not fit my requirements as I noted that the spacing between sections was far greater then the original piece. I placed a phone call and another appointment was scheduled for a technician to evaluate the piece for correct assembly. It was deemed "normal" and I continued to state that it was not in fact "normal" and I noted that the seat was NOT right, it felt loose. Eventually another technician came and we were told by Customer Service it was again un-repairable and to head to the store to select a replacement. We attempted to find a replacement to no avail as the selection did not meet my expectations at this time. So I decided to just "deal" with what we had. Fast forward to January 2016 14 - 15 months post purchase of a set that has minimal use. And again we notice the wear of the seat is abnormal and very loose at this time. I placed yet another call to BOB's for file a complaint regarding this furniture piece. Again, an appointment was made for a technician to assess the piece. He came on February 4th and deemed that it was IN-FACT "Detached" and we were Once Again advised to head to the store where we no have a "Credit" of $1200 was available to us to select a entirely new set. After careful consideration we finally agreed on a Sectional Set (this is to avoid the electronics and potential repeat of previous issues with individual pieces making the couch. The newly selected set was advertised for $1,299.00. $99.00 more then the credit. We were told that we could NOT in Fact have the selection as we needed to find something of $1,200 or less! We were told to select something of lesser value and actually something we did not like in order to receive a functional piece of furniture that was not defective! Because we initially financed the items through the Fiancing Company "Conveniently" located in the store. We spoke with the finance manager, the store manager and the Sales Person (Who happened to be the only nice one) to yet again no avail. They would NOT work with us on our choice selection so we were forced to select something we were not overly happy with and we were also told that despite having paid for the protection plan for 5 years it is not transferable and will not apply to the new set. So therefore, if anything is wrong or goes wrong with this set we will have no coverage. This entire system is flawed and I am very unhappy and would like a refund to shop elsewhere. I have learned my lesson unfortunately the hard way. Please assist me in rectifying this situation.Desired Settlement: I ultimately want ALL our money back including finance charges and what has been paid on the set so that we can take our business elsewhere. Also, if I am stuck with this set I want the protection plan back in place.

Business

Response:

Good Afternoon Revdex.com,

I have read the customer’s concerns and I am able to offer

as a courtesy to cover the cost on the Goof Proof insurance on the new

order. I do believe after reviewing the

customer’s account this would be the only recourse we could offer at this

time. I have updated the order to show

that the [redacted] sectional that is scheduled to be delivered on 2/12/16 has the

insurance coverage.

Please express our deepest apologizes to this customer; with

the new delivery we hope we can redeem ourselves to this customer.

Kindest Regards,

Tracy S[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

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: I purchased a Bedroom set from Bob's in March of 2013. At the time of purchase I also purchased the "[redacted]" warranty with the promise by the salesperson that if anything happens to the furniture it will be fixed or replaced. In November of 2014 two legs which hold up the mattress broke off under the bed. I called Bob's and told them about issue and about one dresser draw that did not work properly. A Bob's technician came to the house on Friday November 21st 2014 to fix the dresser draw and said he would order legs for bed and they would be mailed to me. Never a question about warranty, or how legs broke. On 12-15-14 I call Bob's customer service to inquire about legs for bed. Now I'am advised Bob's warranty ran out and I will have to call [redacted] who runs the "[redacted]" program. I called ###-###-####, the number I was given and called 4 times and was on hold for 30 minutes each time without ever speaking to anyone. On Tuesday 12-16-14 I called and spoke to a customer service rep. at [redacted]. Went through situation with her and was asked how legs got broken. I was honest and told her I had no idea they are poorly made and one was cracked and the other broke off. I only realized they were damaged when I vaccumed under bed. I was then advised that parts were not covered because damage was not caused by a "accident". I told her that I was advised when I made purchase that anything that happens to furniture will be covered under "[redacted]" warranty. I then spoke to a supervisor who informed me the same but could not provide me an explantion as to what a accident is when it comes to damage. After getting no where with her I hung up and called Bob's customer service back. I went through the entire situation again and after several times of being placed on hold I was basically told to call back [redacted] because it is there issue. After wasting three days on this matter, once waiting for Bob's technician and two days of phone calls I'am frustrated and feel I was scammed by Bob's and their warranty program, or lack there of.Desired Settlement: Repair/replace broken legs for bed or refund entire cost of "[redacted]" warranty. As I researched on line I see I was not the only consumer who was taking by this [redacted] promise in which company fails to deliver on. Thank You in advance for your attention to this matter.

Business

Response:

Good Afternoon [redacted],

I apologize that you have personally experienced any

disappointment while working with Bobs directly or speaking with the [redacted] company.

As the Revdex.com is aware, the size of our business is massive and we

would not be continuing to grow so rapidly into new territories if we operated

without honesty and transparency. Word of mouth travels extremely fast

especially in an age of technology and It is a terrible fact I learned many

years ago in my business that a happy customer will typically tell 10 of their

family/friends while an unhappy customer will tell 20 of their family/friends.

Add social media into the mix of that and you can place a zero on the end of

both those figures. I do not deny that we, like any business, have unhappy

customers who have experienced failures or headaches while seeking to resolve

their claims. The internet is a place where information even from many years

prior remains currently viewed and judged upon. Many customers whose claims

have been resolved or denial results overturned don’t feel the need to take

action on reposting/posting positive feedback.

In regards to our [redacted] Plans we have a very high ratio of approved claims

through this plan and the company we partner with. Sadly it is not common that

a customer can access a data base made by other customers of great reviews on

their successful claims experiences. In most cases the plan costs about 10% of

the merchandise cost to the customer and Bobs is paying for technicians (don’t

forget about gas), parts, and the cost of disposing and providing new

merchandise in many scenarios. I cannot imagine how we would be making money

off of this plan when we are paying out far more than what is charged to help

our customers. I do apologize that this customer believes to have experienced

any confusion during their time of sale, we do not deceive our customers,

support products and plans we do not find valuable, and we do not force our

customer into buying any product. To categorize our protection plan as poor

quality or state that all of our customers are complaining just doesn't

give the nearly 3,000 customers that are receiving a great experience today and

in the future, as well as my nearly 4,000 team members who strive every day to

make the experience a pleasant one, ample credit.

We are genuinely very sorry when our customers experience failures that result

in any amount of unintended inconvenience and we stand by the quality of our

merchandise and the integrity of our entire organization. Please don’t ignore

the fact that the internet contains a small percentage of complaints which stay

on forever. We take great pride in the reality that on a daily basis we

maintain a vastly larger pool of customers who are completely satisfied with

their merchandise and their experiences with us overall. Our customers, our

ability to recognize our failures and take ownership to make them right have

allowed us to become the 15th largest furniture chain in the

U.S.

I would like to help you resolve your concern with the support

legs directly and should you find this acceptable you are welcome to email me

at [redacted] .

In researching your product I have found that this manufacturer

offers three different types of support legs. There is a center support leg, a

short support leg, and a long support leg. I certainly don’t want to cause you

any further inconvenience and if at all possible request that you send me a

photo to show what currently exists under your bed so that I can order you the appropriate

parts.

Please feel free to contact me directly by email or if you find it

more suitable, we can continue to use the Revdex.com for their mediation assistance.

Kind

Regards,

Bobs

Discount Furniture

Consumer

Response:

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

Sincerely,

Review: I ordered a bed and mattress from Bob's as a Christmas Gift for my child. The two people who came to assemble it did not appear to know what they were doing. I looked at the work and they hadn't screwed in all of the screws!. I pointed that out, They did that and left. We put a sheet over the bed to keep it hidden and surprise my daughter Christmas morning. on Christmas morning when we lifted the sheet my daughter was first excited and then asked why there were cracks and gauged wood on the bed - we found the delivery men had screwed the screws in wrong and they were pressing out on the wood from the inside, causing cracks and gauges. I then called customer support. They couldn't send anyone out for several weeks so my daughter still has not been able to sleep in her bed. I waited a whole day a taking off from work for the service technician and he came at 9:30PM at night! And even though I talked to customer support and sent photos and wrote a description prior, the service man had not been given anything and brought nothing but a small tool box with him. All he did was call into customer support that the delivery men made a mistake and we would need another repair visit. That is even though customer support said he would come with all of the parts to fix it. He spent less than 5 minutes looked at the most obvious gauge and called support to say we needed yet another visit and he would replace a wood part. My husband than pulled the bed form the wall and found more parts that needed to replace - the service man did not even look at that! I spent all day at home from work waiting and he literally came in took a photo called and left - didn't even inspect the bed, let alone do anything to fix it.

I have no confidence the bed was put together correctly, I am really afraid my daughter will be injured as it is a loft bed. According to [redacted] at CT customer support, Bob's will not take the bed back or replace it. Meanwhile I am being charged already for it via their credit plan - even though it is still not fixed and we have never used it. What a nightmare. I want a new bed assembled by someone knowledgeable and I don't want to be charged until it is working. [redacted] at the CT customer support center said she can't help me. That is why I am now starting to document this issue and will continue to do so through every channel possible.Desired Settlement: I want a replacement bed correctly assembled and I do not want to pay for this bed until that is the case.

Business

Response:

Good

Morning Revdex.com,

Please pass

on our sincerest apologies for any inconvenience our initial delivery failure

and service failures have caused [redacted] and her family to experience. Our

records indicate that after this complaint was initially sent to you on 1.08.2015

one of our Customer Care Management Tiers established direct contact with [redacted] honoring the desired settlement of complete bed replacement that has been

requested via this mediation channel.

Our records

indicate that after the service appointment on 1.08.2015 (yesterday) we were

prepared to initially offer a replacement of the “Loft Rails/Slats” as

indicated by the service technician’s report. While we understand the

customer’s frustration we would not expect a service technician to attempt a repair

on an item that he determined would need replacement. While we never anticipate

arriving outside of the estimated time frame we provide (in this case it was

4:59p-6:59p) or failing our customer in any sense there are events that occur

on the road beyond our control that can and will delay our technician’s arrival

time. We thank [redacted] for being available later then the estimated timeframe

we anticipated to arrive within.

In speaking

with the customer today (1.09.2015) we scheduled a full replacement of the bed

and its components to take place on 1.13.2015. We will most certainly follow up

on the coaching concerns that have been presented to us regarding the original

delivery team and we have requested that this replacement bed be assembled with

the professionalism we expect to be present on every delivery attempt.

In response to the customer’s

inquiry about the financing option she used to make this purchase with, Bobs

Discount Furniture aides in the application process and we provide a sales

invoice indicating the primary terms and conditions the customer is fully

agreeing to adhere to. As a business we are not permitted to insert over selves

into the financials of a financed sale with ‘[redacted]’ after the

initial delivery point.

Any and all billing information,

charges for merchandise or interest, and account standings whether joint

financed or singly financed is information that can only be accessed and

administered by ‘[redacted]’. Should this consumer be experiencing

concerns with their financing account they would need to open a dispute with

‘[redacted]’ directly. ‘[redacted]’ will not discuss a customer’s

financing account with any Bobs Discount Furniture representative and

regretfully we cannot force a third party to provide us with information they

consider to be internal records.

We would suggest the customer

contact the Customer Care Office at ‘[redacted]’ directly to discuss the

issues notated within this complaint about charges: ###-###-####.

We are truly

very sorry about the failures caused on our end and look forward to being able

to offer this customer complete satisfaction on 1.13.2015.

Kindest

Regards,

Bobs Discount

Furniture

Consumer

Response:

I want to thank [redacted] a Customer Support Manager at Bob's Discount Furniture for calling me back, researching my case and really listening to my concerns about the safety of the bed. He agreed that we needed to make sure the bed was safely put together as it was a loft bed for my daughter and having screws unscrewed or screwed in incorrectly and cracks in the bed was not acceptable. He promised a new crew would come out and set up a safe bed for my daughter. They came out on time and set everything up, as promised. I really appreciate the fact that [redacted] listened and helped me. Hopefully someone is reading this and realizes he made a huge difference in my experience with the company. He turned everything around. Thank you [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: My husband and I purchased a mattress and several other piece of furniture, spending over 6 thousand dollars on December 30, 2010. We paid $1299.00 for the set. The mattress is covered by a non pro-rated 20 warranty. As of August of 2015, we moved from New York to Florida. Since our move we are experiencing an issue with our mattress. There are body impression that will reset itself. The information that was included with the purchase indicated that this is normal but should clear throughout the day. This is not the case. I called the Bob's store in [redacted] but was referred to their corporate office in [redacted]. After speaking to two representatives I was told their is nothing they can do for me! I was told because I moved away, I could not file a clam or expect any resolution. I was told "I am sorry"! I indicated that there is nothing listed on the warranty that states if you move, you will have NO warranty!Desired Settlement: I would like my mattress replaced and if that can not be done, then I would like the amount we paid plus tax refunded. At this point, my husband and I will have to purchase a new mattress due to the poor condition of the 5 year old we have in our home from Bob's Discount Furniture. I also plan to reach out to the local newspaper and ask if I can print my complaint in their paper so other consumers may reconsider making purchases from this company.

Business

Response:

Good

Afternoon Revdex.com,

We

apologize that the customer is experiencing any disappointment while trying to

use the mattress warranty protection plan. We do absolutely honor that warranty and

would like to take steps to ensure we fulfilling our obligations to the

customer and the mattress manufacturer.

We

do have policy in place requiring a technician report when there is a claim of

a manufacturing defect in order to ensure the mattress has been properly cared

for in the home. Due to the customer

leaving our serviceable area the customer has been told we can not honor the

warranty. As stated on our customer

sales receipt “Service can only be provided within our serviceable area to the

original purchaser” We would be willing to have the customer submit photos of

the issue that they are reporting in lieu of a certified technician report. This may allow us to fulfill both obligations

to the customer and the manufacturer.

-Minimum

4 Photos of the Mattress:

- 1 Picture that clearly shows the entire top surface of the mattress

- 1 Picture that clearly shows the support system in place (foundation, box

springs)

- 1

Picture that clearly shows the indentations at close range

-1 Picture that clearly shows the indentations

at a distance

We

will review these photos and respond with what, if any, options for resolution

we may have to offer this customer.

Sincerely,

Stephanie

G[redacted]

Bobs

Discount Furniture

Corporate

Customer Care Liaison

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me but I do have a few questions. Once I have taken the photos, where do I send them? Do I upload them to the Revdex.com? Also, how long do I have to wait to find out the results?

Sincerely,

Review: Someone should research the selling "tactics" of Bob's Discount Furniture stores. We purchased several pieces of furniture ($2700 worth) and were told that all but two twin head boards were in stock and ready for delivery. In order to hold the furniture they required full payment up front which we did. Six days from delivery a Bob's representative calls us to tell us that a couch was not available and that it would not be delivered when scheduled. They basically took the couch we purchased and sold it to someone else since their delivery date was sooner even though we paid for it first. Bob store's told us it was first come first service sale which was not fully disclosed at the point of sale. They wanted full payment, told us our furniture was in stock, and then delivery the furniture we paid for to someone else and told us our furniture was now on back order. I don't believe this is a fair and proper way to conduct business and something should be done to correct this unjust process. In addition, Bob's Discount Furniture took our payment on 6/23/2013 and held our money for 21 days until providing a refund on 7/14/2013, most likely collecting interest all that time while not abiding by their sales receipt that indicated a delivery date of 7/20/2013.

Product_Or_Service: furniture

Order_Number: XXXXXXX

Account_Number: XXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

Interest paid to us for the 21 days Bob's held our money.

Business

Response:

Business Response /* (1000, 5, 2013/07/18) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have reviewed your account and apologize for any and all inconvenience, merchandise back order and omission of information as it relates to the availability of your furniture items.

Bob's Discount Furniture requires payment in full unless you are setting up a price protection order. Due to the limited size of our warehouse we are unable to hold merchandise that is not scheduled for delivery, even if the order has been paid in full. We have a revolving inventory system and we are able to maintain 90-92% merchandise availability at most times. If an item is on back order, at the initial point of sale, it is expected that the sales associate inform you of such thus, allowing you the option to wait for the merchandise or cancel the order. Bob's Discount Furniture prides itself on being honest and upfront with our customers and I expect that this is a goal upheld by every sales associate.

Your satisfaction with our service and merchandise is one of our primary goals. We humbly ask for the opportunity to reinstate your order which our allow us an opportunity to provide you with the service we pride ourselves on. If you decide to reinstate the order we will place a $150 gift card on your account to be used toward the balance.

Review: Good Day,I made an order with Bobs Discount Furniture store. Initially I chose to make an order at the Coop- City, Bronx NY location; my order was separate from other (Bob's Furniture) customers that were moving to the same residence and we decided, with the suggestion (from the store representative) that, if we wanted to, we may split the delivery cost. We each notified the Bob's representative in the store that we each will make our own separate orders and then have the items delivered together. I placed my order with a representative in the store, and was told (by that representative) it was best to wait until the largest order was placed before submitting my own order. My order was to include two to three items, "The Orleans" bed and (custom)mattress, and "The Orleans" t.v. chess set. That same day (sometime in June) I told the representative that this was to be my order. He told me at that point he would follow up with me the following week to verify the order had been placed. I received no such follow up. After visiting the store (more than twice), I was told the order wasn't placed yet because one of the other orders (the larger order) was cancelled, after verifying we realized that the order was placed at another store. Having prior knowledge that the order was cancelled and placed at another store, I was told that my order would be added separately to that order for delivery. After calling back to follow up on my order a few days later , I was being told (by the Coop City store), again, that my order had not been placed. I previously gained the order # of/from the other individual (with the larger order) so to help the store reference that order and place my own order for delivery purposes but the representative at the Coop- City store that I spoke with on the phone at this point, suggested transferring me to the store in Flushing, NY (where the separate and larger order was newly placed by the associated customer) and I agreed. After transferring me, I was so frustrated I asked to speak with a manager. I was transferred to someone who identified them self as the store manager; he stated his name was [redacted] and that he reported to [redacted] I explained the situation to him, he promised me that he would resolve it and promised to place the order for me. He mislead me into believing he was placing a separate order for me with respect to the original delivery plan. I asked him about the payment plans. He told me specifically that I cannot have the order delivered with the other order if I did not pay the full cost for the items upfront. I later found out this was a lie. This was contradicting the the original information given to me by the store in Coop City. I was previously told that they had the option of cash, check, or card payment methods and layaway and financing method. I explained this to him, he insisted that I could not pay this way. I advised him that was now untrusting of his store, but because I needed a bed (seeing as I was moving)I will pay a partial amount for a bed (including a mattress)and pay the rest for this and the remaining items upon delivery. I express to him that I originally plan to subscribe to their financing plan. He agreed and I made a payment of $500 via [redacted]- debit. He gave me an order #XXXXXXX and said my order was placed and told me the date it would be delivered. He said to call back to pay additional money for this and remaining items, which he told me would not be ready on the date of this delivery so a follow up delivery would have to be made but could not be made until I settled the financial element of the exchange. I agreed. The order came almost as he said it would on the date promised. The delivery men assembled my bed with a mattress. We tipped them $20. When they left, we realized that they took a mattress from one of the other orders and installed it on my bed. We discovered this after the other customer placed a call to them complaining about her missing mattress in which they insisted the mattress was delivered. We recognized afterwards that the issue was the mattress was misplaced or the original order placed by the store for delivery was misleading. I then realized he did not send me a mattress as promised. I called back the Flushing store to try and find out what was going on and was treated extremely rude by one of their employees, she treated me in almost a manner that was abusive and hung up on me twice. She spoke to me belligerently and when I asked for a manager she rudely told me there was none available. In the midst of one of my phone calls to the store to try to clear up the issue, I was called by the other customer with whom I was to split the delivery cost , and in this phone call she was panicking and telling me that a Bob's Store representative called her and demanded that she tell me to stop calling the store or they will make sure that the credit line taken out to purchase her goods was negatively impacted. That was a threat and that was unforgivable. I called back to ask her for the cancellation department and she then gave me customer care's number. I immediately called customer care to cancel the order, in which (after listening to my explanation - again), she convinced me not to cancel and allow her the opportunity to escalate and resolve the issue. She then transferred me to an account manager. It was explained to me then that a separate order was never created by [redacted] for me, he added me to the order of the other customer (with the original larger order)and that was the biggest part of the confusion. She also explained to me that [redacted], the manager, used my credit to verify and validate the other customer's financing plan as he was adding my items to their order and telling me otherwise. I was told by the account manager that she will escalate the issue for investigation and she will follow up with me the very next day. I agreed and received no follow

Desired Settlement: I would like a full refund, an acknowledgement of what they have done in writing from a Cheif figures in charge and an apology.

Business

Response:

Business Response /* (1000, 5, 2013/08/07) */

Good Afternoon,

I spoke with Mr. [redacted] on 8/7/13 and he expressed his disappointment with the service he received.

I apologized and assured Mr. [redacted], that the service he received is not reflective of the expectations set forth by Bob's Discount Furniture. I have shared a copy of his complaint with the store manager and expect that it will be addressed, internally.

Mr. [redacted] stated that he had no intention on returning back to Bob's to complete his home furnishing needs based on his recent experience; I again apologized and hoped to retain his business by offering a discount off his order.

Mr. [redacted] is expecting a remaining refund of $366.33 for the returned items and I am working with our Accounting department to quickly process these funds.

Review: I purchased Bob's "Goof Proof" protection plan a little over a year ago in conjunction with a bed frame. Recently the support slats under the bed snapped. The salesperson originally told us that the protection plan covered all scratches, damages, breaks etc for the first five years so I called the number to report a claim. I told the individual on the phone that the slat broke because the foot fell over due to a loose fit and the board snapped due to the weight on top with out the extra support. The person on the phone told me that my claim wasn't covered because they don't cover wear and tear. So I asked, if I was jumping on the bed, would that be covered? No, he said, because that would be neglect. At this point, what is covered? So I said again, "no, it's not wear and tear because the foot fell out due to it being loose and then the board snapped because the product failed to operate as indicated." Now the person on the phone calls me a liar and claims that I didn't say that. I asked him to replay our conversation and to call me back. I haven't not heard back and have since Googled this protection plan to find it's a scam.

Product_Or_Service: Bed Frame/ Bob's Goof Proof Plus Protection Pl

Desired Settlement: I just wanted the boards replaced, but I can do that at [redacted] for about ten dollars. If they're not going to handle claims then I'd like to have my money back, about $150. I hope nobody else falls for this scam.

Business

Response:

Business Response /* (1000, 5, 2013/08/13) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account.

Our records indicate that the queen size bed was delivered July 24, 2012 however, you have never contacted Bob's to express concerns with the structure or assembly of the bed; In addition your delivery address is different from the address listed in your Revdex.com complaint, which means if you have moved then the bed must have been disassembled and reassembled in order to complete the move. The manufacturer warranty associated with your purchase expired 7/24/13 and our best effort service plan is only provided at the original delivery address.

If you prefer to cancel the plan, we will issue a prorated refund in the amount of $75.00, with the understanding that your furniture will no longer be covered by Bob or Guardian.

Consumer Response /* (3000, 7, 2013/08/14) */

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

I did contact both Bob's Discount Furniture (the store) and the separate line that I was given by the customer rep for the Goof Proof Plus ("GPP") plan that I purchased. I'm aware that the factory warranty is expired, it's the GPP feature I'm irate about. When I purchased the bed and the GPP, the customer service rep said that any damage incurred over the next five years was covered. She even stated that if we moved and it was damaged in the move, that it would be covered. We knew we would be moving in that five year window so we specifically asked this question. Also, if I've had the program for 1 year and it's a five year life span, shouldn't you at least return 80% of the original fee?

I've also never received such terrible customer service in my entire life. First, I was told that what I wanted replaced wasn't covered because they don't cover wear and tear. Then, I was told they don't cover accidental damage to furniture. (Now this kind of eliminates all forms of damage thus negating the entire policy.) After a long conversation of great frustration, the GPP service rep was going to call me back when an answer. Somebody different called my wife's number, after I specially said to call mine, and told her that the particular part in question wasn't covered.

Please do me a favor and look at the GPP reviews through a [redacted] search. There are numerous complaints. I'd also like to point out that the Terms and Conditions of this plan specifically cover "Breakage of frames, springs, sleeper mechanisms, reclining mechanisms, inclining mechanisms, heating and vibrating mechanisms." The T&C also specifically state that breakage DUE to moving is not covered. I specifically stated that this damage occurred after the move, in fact, much later. The part in question was a piece of the frame that holds up the bed that snapped.

This could have been resolved very easily with a new piece of wood, but that's no longer possible. I want a full refund on the purchase of the GPP plan as I find that it violated it's own Terms and Conditions making the contract voidable.

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

Good Morning Mr.[redacted],

The damage you are reporting occurred, after the expiration of the one year manufacturer warranty and after you reassembled the bed.

Our offer to refund half of the goof proof plan is a courtesy, as refunds are only provided within 30 days of the initial purchase.

Neither goof proof nor Bob's provides coverage against normal wear and tear however, goof proof is designed to cover specific in home accidental damage. Damage occurring during the transit of a move outside of the home is not covered.

There has been no violation of the goof proof terms, therefore, we are unable to honor your request for a full refund.

Consumer Response /* (4200, 11, 2013/08/27) */

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

As I've said before, the damage didn't occur during the move or after. The T&C do not mention that it's void once moved. Feel free to read them, I have. I don't care about the money and I already fixed it myself for $3. I just can not believe the terrible level of customer service I received. I've been given every list of reasons why I'm not entitled to a replacement piece except for one that matches your own T&C. I think this is a fraudulent service and I want people to know about it. Caveat emptor, I wish I had known this was worthless prior to purchasing.

Review: we purchased a sofa/loveseat from Bobs and had issues from the get go. they never setup correctly so they send the delivery people back out 2 days after it was delivered to correct it. about 1 week later we called because the reclining feature wouldnt open smoothly, and cant close at all. they came out and the service tech stated nothing was wrong, applied lubricant and left. about 4 hours later we had same issues. when I called to complain, they advised me that I would be available for a re-select and to goto the nearest location and pick out a new set. when we got to bobs they had us look around and we just couldnt find anything acceptable, felt cheap, so we asked about a refund. they advised us to call cust service and they would allow that. when I called cust service, they had me on hold for 45 min, and stated that they needed to pick up furniture before they could apply refund. well, we need a couch that we can use, and they were not able to come out for 3 weeks. this is unacceptable. it hasnt even been in our home 1 month.Desired Settlement: refund the money asap so that we can go out and get a set that works. come pick up the set on a weekend when we are available since we work full time mon-fri jobs.

Business

Response:

Business Response /* (1000, 5, 2013/07/25) */

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.

Our records indicate that we are scheduled to pick up the sectional on, July 27, 2013 and you can expect to receive a refund check within 10-14 business days after this date.

Your satisfaction with the merchandise and the service you receive is our goal. It is our hope that you allow us an opportunity in the future to restore your faith in our products and service.

Consumer Response /* (3000, 7, 2013/07/29) */

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

so what your saying is, you pick up the couch, then 2 weeks after that date we get our refund? what are we supposed to do for a couch in that 2 weeks? we need the money to be able to purchase a new one. This is completely absurd. every other company that you return something uissues the refund when you drop off the merchandise. waiting 2 weeks for something that never worked from the get go is rediculous.

Business Response /* (4000, 9, 2013/08/01) */

Our refund policy, as written on your sales receipt states,

For any refund, except as otherwise noted, we will credit the same credit/debit card account on which you charged the original transaction, or we will mail you a refund check from our Corporate Offices within sixteen (16) days if you made your payment by cash, check, travelerâï��ï&i...⇄ check, or money order. For purchases made by debit, you will need to come into the store with your debit card to receive the credit or we will mail you a refund check from our Corporate Offices. We can only issue checks to the person(s) listed as the sold to party on the original sales order.

Consumer Response /* (4200, 11, 2013/08/05) */

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

this is just horrible customer service. when you buy furniture you need the money right away, yet when you return something because it never worked from the start, you have to wait 3 weeks? thats just rediculous.

Business

Response:

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.

Our records indicate that we are scheduled to pick up the sectional on, July 27, 2013 and you can expect to receive a refund check within 10-14 business days after this date.

Your satisfaction with the merchandise and the service you receive is our goal. It is our hope that you allow us an opportunity in the future to restore your faith in our products and service.

Consumer

Response:

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

so what your saying is, you pick up the couch, then 2 weeks after that date we get our refund? what are we supposed to do for a couch in that 2 weeks? we need the money to be able to purchase a new one. This is completely absurd. every other company that you return something uissues the refund when you drop off the merchandise. waiting 2 weeks for something that never worked from the get go is rediculous.

Business

Response:

Our refund policy, as written on your sales receipt states,

For any refund, except as otherwise noted, we will credit the same credit/debit card account on which you charged the original transaction, or we will mail you a refund check from our Corporate Offices within sixteen (16) days if you made your payment by cash, check, traveler�s check, or money order. For purchases made by debit, you will need to come into the store with your debit card to receive the credit or we will mail you a refund check from our Corporate Offices. We can only issue checks to the person(s) listed as the sold to party on the original sales order.

Consumer

Response:

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

this is just horrible customer service. when you buy furniture you need the money right away, yet when you return something because it never worked from the start, you have to wait 3 weeks? thats just rediculous.

Consumer

Response:

We still havent received our refund check that they promised, called them twice and they state its sent but still nothing.

Consumer

Response:

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

thats just wonderful, we have had to wait so long for this that we have been without a sofa forever. thanks for doing the worst job ever. as a company you should be ashamed. we have been waiting on this check to get a sofa and all you can say is due to a clerical error. worst company ever

Consumer

Response:

still no check, nothing. this is starting to get really old, I will file a lawsuit very shortly if this dosent happen soon

Business

Response:

Check number [redacted] in the amount of $1634.31 was mailed to Mr. [redacted] on, 9/6/13 and cashed/deposited by Mr. [redacted] on 9/16/13.

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: 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: 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 am a new owner and when we bought our house we were excited to purchse our kids their first actual bedroom setThe experience was a disaster! We purchased items months ago and finally got it delivered after attenptsThe furniture kept coming damaged or the wrong pieces they requested to be swaped came back incorrectI wasted hours in variuos occations talking to customer servive not to mention all of my saturdays waiting for the next attemptI understand that this furniture is discounted but their is no reason for us to be receiving damaged furniture specially when the total purchase price was over $Customer Service offered nothingAt first they said they did not return then they said store credit but I specifically purchased this punk bed because it is twin and full and Bob's has no other furniture like thisTHen I asked if Goof proof could be purchsed since obviuosly this is a cheap furniture that could not even get delivered without getting damaged and they said noThis was suppoused to be a nice time for us and my sons birthday present but that was all messed up.Desired Settlement: I would like half of my purchase price back from Bob'sNot only to cover obviuos damages that will happen to my furniture that I will have to cover since they did not offer me Goof Proof but also due to my Saturday mornings being wasted since they continued to make attempts due to their damamged deliveryThis is very unfair to me and my kidsWe only get free mornings a week since we work and have school and for weeks we had to be home waiting to make plans
Business
Response:
Good Morning [redacted],
I cannot apologize enough for the dissatisfaction you have continually experienced as a result of Bobs Discount FurnitureIt is appalling to learn that you have had to take so many days away from your life just to receive the furniture you purchased in good conditionYour frustrations are our fault and I assure you our valued customers are our first priority
There is no amount of compensation that will give you back the time you lost waiting for the merchandise to be delivered correctlyWe failed you in properly delivering your merchandise as agreed upon the first time and we have done everything in our power to make that failure right with youThere is no question that you deserve further compensation for the aggravation we have caused you and your familyWe are unable to offer an additional discount on merchandise that is in our customer’s possession damage free; however we can refund the price you paid for your delivery feeI am so sorry again for the poor experience you have received from us and we would genuinely appreciate an opportunity to serve you again as our customerOn top of refunding your delivery fee ($+ taxes) we will mail you a $gift card to Bobs Discount FurnitureThis gift card will have no expiration date and can be used for many accessories and take-with items should you not want to receive delivery from us again
Please respond to me as I am eager to help you with these concerns, I will process this offer for compensation once I receive your response
Thank You,
Bobs Discount Furniture
Customer Care Corporate Liaison
Consumer
Response:
Review: [redacted]
I am rejecting this response because: this issue is not solely based on one delivery date but multiple days and the quality of the furniture purchasedRefunding me delivery honestly will not save me anything on the actual price I paid for the furniture nor all of the days wasted waiting for the deliveriesAs for the gift card thank you very much but I don't think I will find anything for $that is reasonablethank you in advance for reviewing this matter
Sincerely,

Review: I purchased a sectional couch from the Bob's Furniture website on December 29, 2014. At the time of check out only the loveseat section was available and the chaise lounge section was on backorder until January 14, 2014. This information was on the check out screen after entering my payment info. I received a call the next day (12-29-13) from the [redacted] (# [redacted]) and spoke with a representative named [redacted]. He acknowledge my order and that they loveseat was available and the chaise was unavailable until the 14th of January 2014. It was stated that after the chaise was in stock I would be contacted to schedule a delivery date. Move to the next contact from the company on January 16, 2014 (####-###-####) by an automated service call to schedule my delivery. It was scheduled to be delivered on January 18th, time was TBD 2 days prior to delivery which it was on January 16, 2014 between the hours of 0712 and 1012 AM. Delivery was at 730 AM on the 18th and during this time the love seat was delivered and when we asked the delivery crew about the chaise we were met with blank looks and broken English to call the number on my order invoice. They rushed out of the apartment and became very agitated with me when I didnt want to sign for the delivery of half of my order. To prevent a scene with the now agitated lead delivery guy I signed for the love seat which was received in acceptable form. I then contacted the customer care office at (# ###-###-####) and explained the whole ordeal. The woman that I spoke with was calm and nice however she didnt seem to have any information as to why we were not contacted that the order was to be delivered incomplete and had no idea why it was delivered incomplete after we were contacted and told that it was to be delivered in full on the 18th. If I knew this was the case we would have not accepted the delivery and sent it back. 2 more call to the customer care line had led to 2 more people that have no information on the order and you cant find a corporate contact number anywhere that isnt the same prerecorded greeting and options that lead you to the a call bank.Desired Settlement: I would like to get some form of a refund back. I was told I could get a gift card for bobs but after dealing with this I refuse to spend any of my money there again.

Business

Response:

Good Morning Revdex.com,

This customer has been contacted by another one of our Customer

Care Corporate Liaisons. As of yesterday (1.21.2014) we emailed the email

address we have on his customer file with three options for resolution to his

concern. Today (1.21.2014) we have emailed the address that he provided to you

with those same three options.

Thank You,

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: 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: brought a bed from their Pit - I was told by the salesman that it was not defective, just a close out (white tag not a yellow tag) - the whole leg fell off of it as I was trying to put it together- it had been previously broken and glued back together! - their response was you may return it for store credit only because their sign says you buy it "as is" and they had previously credited me $50 for the srapes and scratches that their inexperienced employees caused carrying the bed out of their store - Are they allowed to lie about a product and then stand behind an "as is" sign?Desired Settlement: I paid a talented friend to try to fix it as best as he could - not only did the leg have to be reattached and braced, he had to devise a way to support the rails because they did not send the correct number of supports - I would like at least a $50 refund to defer the cost of trying to make the bed usable

Business

Response:

Good Morning [redacted],

I apologize that you feel that you

were lied to during your time of sale and that you have had to deal with any

product concerns while getting your new bed fully assembled. The time of sale

is a very exciting time and I assure you that it is never our intention to

provide our customer’s with anything but honesty and transparency. While I wasn’t

present during your time of sale I do stand behind my colleagues while I state

that I’m sure your product was a close out item and was sold to you under

honest terms. Close out items are known to occasionally come to our pit

locations from various show room floors. This would indicate that the product

has been used by many customers that have traveled through our showrooms

getting up and down off the bed. Our products sold from our pit locations are

sold as is because it is never possible for anyone to guarantee how much usage

a clearance product has sustained. Again, I am so sorry that you experienced

any disappointment with your purchase and I assure you that Bobs Discount

Furniture sympathizes with our customer’s concerns. As the retailer of this

product and because this product was picked up from our possession we have no

clear idea of how the product traveled to your home and what condition the

product was actually in when it arrived to your residence.

At this time we can offer to meet

you in the middle of your request for settlement out of extreme courtesy. We

are forgoing our normal processes in an effort to please our valued customer

and we do hope you will provide us with another opportunity to earn your trust

back in our business in the future [redacted].

I have processed the paperwork for

your refund of $25.00 and ask that you please contact our retail location to complete

the full processing of this financial transaction. Should you wish to accept

this offer I have left some instruction below for you in reference to

contacting our retail location.