Bob's Discount Furniture

Review: Approximately 5 years ago we purchased a [redacted] mattress from Bob's Discount Furniture in their [redacted] store. The mattress came with a "15 year" warrantee. The mattress has become defective, as a giant hole becomes evident when my husband lays on the bed. A technician came out and measured the sag with a board and claims that the sag isn't big enough to honor the warrantee. I dont understand how they justify a 1 pound board being the same weight as a human body. When looking at the mattress, it looks fine, but laying or sleeping in it is a different story. When laying on the bed the hole is approximately 3 feet x 3 feet in circumference at the position of his lower back, butt and thighs. The mattress is completely uncomfortable and unusable as the hole is so bad it causes back pain and he is unable to sleep at night.Desired Settlement: I would like Bob's to do the right thing and replace the mattress. I am completely disappointed in the way they handle their "warrantees". I feel it is a complete scam and a true misrepresentation of their company/products.

Business

Response:

Good Afternoon Revdex.com,

We apologize that our customer is so disappointed with the normal wear

pattern of this mattress purchased from us. While we can relate to our customer’s

aggravation and personal preference concerns we do stand behind the quality of

the product we sell and the integrity of our factory trained technicians.

The service technician’s methods of reporting are trained directly

from the vendor who makes this mattress, as the retailer in this scenario we

are permitted to submit a warranty claim to the manufacturer only in the event

a defect is present. We are unable to offer any consumer the complete coverage

offered under a warranty should their concern not fall within the guidelines of

that warranty. This is a standard business practice industry wide and again we

are so sorry that this customer does not agree with the warranty report we have

acquired.

For the sole fact that Bobs Discount Furniture outshines any other

retailer in the ability to care for our customers on such a direct basis we

have provided two options for resolution out of extreme courtesy below. Should the customer wish to accept one

of these options for resolution they may respond in writing thru this Revdex.com

channel they opened for your mediation purposes.

Option one:

We will provide a store credit offer of 60% credit. This 60% will be

based on the original price paid to us for the mattress and foundation (set).

Included in this extreme courtesy offer we will provide the removal and

disposal of the current mattress and foundation the customer has a preference

concern with on the same date we deliver their newly selected sleep set.

Any new bedding or furniture item

purchase will be subject to a new delivery fee should the consumer wish to have

a new set of bedding or furniture item delivered to their residence.

-OR -

Option two:

We will provide a store credit offer of 80% credit. This 80% will be

based on the original price paid to us for the mattress and foundation (set). Should

this offer be accepted, we will not be responsible to remove the current

mattress and foundation set the customer has in the home and the customer would

be accepting this 80% credit with the agreement that they are keeping the

current sleep set ‘AS IS’ WITH NO REMAINING WARRANTY PROTECTION.

Any new bedding or furniture item

purchase will be subject to a new delivery fee should the consumer wish to have

a new set of bedding or furniture item delivered to their residence.

We apologize again that this customer’s concern does not fall within

the appropriate guidelines to qualify for warranty coverage. We look forward to

being able to help satisfy them with one of the courtesy options we have

provided in this response.

Kindest Regards,

Bobs

Discount Furniture

Review: I purchased a living room set that was supposed to be leather any where touched. the material was peeling all over the couch. we filed a complaint with the company where they sent out a customer care person to view the couch. I also have extended warranty on this set as well for 5 years. bobs is supposed to guarantee repair or replacement on anything within 3 years and [redacted] for 5 years. bobs was contacted with in the 3 year time and customer care told us there was nothing they could do . I tried to file a complaint with [redacted] and they are also telling me there is nothing that can be done. I spoke to [redacted] from bobs customer care her id # is[redacted]. who was very rude and unhelpful. when I asked to speak to a higher person she would not provide me with the information to speak with someone else. I am trying to get this matter resolved, this was purchased 10/25/2010. the first call was almost 2 years ago. it still hasn't been resolved. this is an on going matter. now the set has been discontinued because there were other people with the same issue. I would like another set of equal value.Desired Settlement: I would like a replacement of equal value.

Business

Response:

Good Morning

Revdex.com,

Please pass on our deepest apologies for

any disappointment this customer is experiencing with the ‘[redacted]’ Plan or

the merchandise listed here.

Regretfully I am unable

to locate any account information that matches this consumer’s complaint within

our internal records.

I have looked under both names,

phone number, and address provided here and come up with no matching records

for any of those three key indicators. I was able to locate an ‘[redacted]’ associated with the address provided but this person has no sales for

leather merchandise and that particular account lists sales and resolutions

from the year 2011 only.

Can you please ask the

consumer to verify the invoice number (order number) associated with their

purchase so that I can proceed in assisting on this complaint further?

They can locate this order number via the sales receipt provided at the

time of purchase.

If the order number is not

available please have the consumer list the purchaser’s name that should be

listed on this account and/or the delivery address associated with this

merchandise originally. Warranties and resolutions are honored

from the [redacted] company and Bobs Discount Furniture to the original purchaser

only.

We ask that the customer responds

to us thru this Revdex.com channel so that your efforts in excellent mediation

assistance are not wasted.

Kindest Regards,

Bobs Discount Furniture

Review: To Whom It May Concern,

I recently placed an order via web (www.[redacted].com) on December 12th 2014. The store located in[redacted], MD asked me to come into the store and provide identification on this order. I told the store representative that this was an inconvenience for me, because I moved from[redacted], MD to[redacted], VA. I decided to go to the closest Bob’s Discount Furniture store located in [redacted], VA to provide this information. However, the store representative ([redacted], MD) gave me a hard time and demanded that I go the[redacted], MD location.[redacted], VA went ahead and process my order for the first week in January. A few week later, I received a call from the[redacted], MD indicated that my order has been pushed back to the last week in January.

On January 8th, 2014, I called the Customer Care Center. I spoke to[redacted] indicated that no order has been placed on my item. I asked to speak to Customer Care manager ([redacted]). [redacted] indicated that no order has been placed, because I failed to provide identification.

I called my Bank ([redacted]) funds had been paid out to Bob's Discount Furniture for this order.

Reference Order Number:[redacted]Desired Settlement: I request this item be delivered to my home address ([redacted],[redacted], VA[redacted]) free of charge, along with a $50 Gift Card.

Business

Response:

Good Morning

Revdex.com,

Please pass on our sincerest apologies

for any inconvenience caused to Mr. [redacted] to experience. Upon researching this

concern I have been educated that it was the credit card company directly

seeking verification of ID off of Mr. [redacted]’s web sale and not a request

initiating from Bobs Discount Furniture alone.We take any alert of a possible concern with any

customer’s personal security seriously and take the precautions we feel necessary

to protect all customers alike.

As I have just received this complaint

today (1.09.2015) further research into this account shows that after this complaint

was initially sent to you on 1.08.2015 (within hours) one of our Customer Care Management

tiers established contact with Mr.[redacted], also providing him with her direct

contact information for future use.

We stand behind the information our

highest level of Customer Care has already communicated to Mr. [redacted] and

apologize again for any frustration he has experienced during this transaction.

Kindest Regards,

[redacted]

Bobs Discount Furniture

Review: I have purchased furniture from BOB's Discount Furniture to be delivered on Saturday April 11th between the hours of 9:– 1:pmThey never showed up in the time frame they promised to deliver nor call me to late me know they are running lateI made several calls to BOB's customer service to just trace the location of the driverAfter many attempts they were able to track down the driver and promised to deliver before 5:00pm for the apartment has restriction for moving after 5:00pmHowever, the driver showed up at exactly 6:00pm to deliver the furniture but was unable due to the time restriction the apartment hasI asked the store manager and the customer service to deliver the furniture on the next business day which was Tuesday the 7th and they couldn't fulfill my request and told me the earliest they can deliver is Thursday the 16thI asked the time frame for Thursday delivery and I was told by the customer representative that they will call Tuesday the 14th or Wednesday the 15th to provide me the time frame they will deliver the furnitureI didn't receive a phone call to confirm the delivery date so I called today to check on the status and I was told again it was not scheduled for 16th either, for they are still waiting for my confirmationNot only that, I have been told the next available delivery day for my furniture is Monday April 20thI have a years old mother moved into this new apartment with no furniture to sit onI wouldn't have moved my mother if I was not promised to get the furniture by Saturday April 11thI don't know what to think any more and that is why I am writting this to you
Sincerely,
[redacted]Desired Settlement: I want to hear from the BOB's Furniture how they want to go about this
Business
Response:
Good Morning
Revdex.com,
I feel terrible and extremely
embarrassed after reading about this customer's experience with us thus farI don't blame our
customer for being very upset with us and on behalf of Bobs Discount Furniture
I extend my sincerest apologiesI know
and acknowledge how unpleasant this entire ordeal has been for our customer and
while I know this is their Bobs experience I assure our customer that we would
not be continuing to grow if all our customers were met with so much
disappointment during such an important purchase
Bob's prides itself on providing quality service and the best
value product for the priceOur primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from usOn a daily and consistent basis we arrive within our
estimated four hour timeframe window as conveyed to our customers on over 3,
deliveriesWe do not set out to intentionally disappoint our customers and we
take full responsibility for the failures that occurred (even if they were events
beyond our control) that delayed the delivery team past the building restriction
time for the original delivery date
As indicated above our first priority is to get this merchandise to our
customer as soon as it is possible and as of right now our records indicate
that we are scheduled to deliver on While it is not procedure
to do so we do understand that we failed our customer and are willing to work
outside of our guidelines and policies for making it right first (prior
to offering a further form of apology for the frustrations we have caused )
We offer any type of additional apology 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 daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.SWe 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
amountShould the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit locations
as our free gift of apology with use of the gift card
Once the merchandise has been successfully delivered into the home
the customer may contact our offices and have a Bobs Discount Furniture Gift
Card processed in the amount of the delivery fee paid to us ($100.00)
I truly wish there was a way I could undo what has been done and I
apologize again for the appalling impression our customer has been left with of
our companyOur customer has our pledge to maintain the quality of all our
customer interactions at every level and we truly thank our customer for
escalating the report of these incidents to our corporate offices so that we
can address the coaching concerns we clearly have
Kindest Regards,
Bobs Discount Furniture
Corporate Customer Care
Liaison

Review: On 4/11/15 (Saturday) I spoke with a sales woman, at the [redacted] location, regarding purchasing furniture. She was very professional and personable giving me the impression that the whole process was going to be pleasant. She promised me that the furniture will be delivered on 4/15/15 between 6:30-9:30 AM. They describe it as "Breakfast at Bob's". We even joked about the term "Breakfast". I went to great lengths to take the time off, and also explained to the sales associate that I need assurance that it will be delivered on that day, at the specified time because my 9 year old daughter is sleeping there Wednesday night. She said that it will be delivered on Wednesday 4/15/15 and that they will call you before they arrive. At 6:30 am I decided to call the store to confirm delivery time and only got an automated voice recording. Then I was able to track it online, only to find that it was scheduled for the following day 4/16/15. By this time I was extremely frustrated and called the customer care line. I was told that there is nothing she can do that basically I have to deal with it. I get very frustrated with blatant incompetency. If I was this incompetent at work there could be fatal results. So I am writing this complaint in hopes that prospective buyers will read it and reconsider from buying at Bob's discount furniture. I am also considering contacting the Attorney General Office. After some research it seems that they have done this often.Desired Settlement: I asked the woman at customer care if there was someone who she could contact to assure me that it will be delivered today Wednesday 4/15/15 even if I had to stay home longer but she stated that there is nothing she can do. She did not provide me with any alternative solution. As far as I'm concerned "Customer Care" does not care about the customer so why tease the customer with that concept.

Business

Response:

Good Afternoon Revdex.com,

I personally spoke with [redacted] yesterday (4.15.2015) morning thru yesterday afternoon.

I conveyed to [redacted] how sorry we were

for any confusion set forth during his time of sale and the fact that the sales

sheets we have with his signature clearly indicate a delivery date of 4.16.2015

as scheduled and agreed to by the customer. We most certainly failed on getting

him the ‘Breakfast with Bobs’ timeframe and given the severity of this scenario

we have acted at the most escalated levels possible and were able to

accommodate getting [redacted] the merchandise a day previous to what his

agreement cites (4.15.2015).

I last spoke with [redacted] on 4.15.2015

and confirmed that the delivery was taking place that evening. In checking on

[redacted] account this morning (4.16.2015) our records indicate his merchandise

was delivered successfully on 4.15.2015.

We do hope that [redacted] sees our efforts

and understands that moving merchandise this rapidly when loaded for a different

date is usually an impossible task to accomplish and due to the diligence and

extreme effort set forth by many different departments, including the third

party delivery company we contract with, we went above and beyond to honor his

demands as an individual.

Kindest Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Review: I bought the Bobs goof plan for damages and have been denied twice on things they said were coveted.Desired Settlement: Repair or replace as stated in contract of kitchen table and bedroom chest of drawers

Business

Response:

Good Afternoon Ms. [redacted], Thank you for choosing Bob's Discount Furniture. I have researched your purchase history and all associated warranties.Goof proof is designed to provide coverage against most common types of in home accidental damage, when properly reported. You first contacted Guardian in 2012 to report scratches on the kitchen table however, you were unsure how the damage occurred and therefore, the claim was denied. Later in 2015, you contacted Guardian to report that there was a gouge on the table from a plate, that claim was denied for accumulation as you reported multiple damages (chairs, chest and tabletop) at one time. We (Bobs)reevaluated the goof denial for the chest and dispatched a service technician to your home on, May 26, 2015. Our technician indicated that he was able to successfully reattach the side brackets on the bottom drawer of the chest and service was complete. If you prefer, you may send photos of the table so that I may view them with our service manager to determine if you qualify for our billable service, depending upon the extent of the damage and overall condition of the table. Please attach photos to this complaint.Thank you,[redacted]

Review: I ordered some furniture from the store paid to have it delivered to my condo on the 8th floor told then it will not fit in the elevator and made it clear that it would have to be carried up the steps. I waited for the furniture to be delivered on the date expected when the delivery men came they where rude and disrespectful to my fiancé and I told us it won't fit in the elevator and they are not going to carry it up the steps that they will either leave it in the lobby for me to carry to the condo or I should order something else that will fit in the elevator like another love seat and chair instead of a couch. Ultimately the furniture wasn't delivered and I went thru a lot of hassle trying to get the stuff I ordered delivered the store manager Norm W[redacted] was very unprofessional and unpleasant with me trying to intimidate me with his size in my face telling me that due to the delivery men refusing to deliver my merchandise as I paid for I'm now to wait two weeks for them to try again or buy other merchandise. After that I asked for my money to be returned to me they told me I got to have my fiancé come get the refund. They offered a check form sent in the mail in 7 business days not cash like I paid.Desired Settlement: I want the service that I paid for and compensation for all my troubles!

Business

Response:

Good Afternoon Revdex.com,

We are very sorry that there was any concern with our customer’s

delivery and we further apologize for the poor customer care that the customer

alleges to have received at our store level.

We have followed up on the internal coaching concerns this

complaint presented to us and at this time the customer’s order has been fully

canceled from our systems.

Any funds put forth from the purchase were paid directly to ‘Acceptance

Now’ and a refund of these funds falls under the procedures and processing of

the ‘Acceptance Now’ company. Regretfully we have no control over the manner in

which funds return when the payment has not been made directly to our company.

We sincerely apologize to the customer and his fiancé again for

the poor impression they have been left with of our business.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I gave them cash when I was told they would be able to deliver the furniture now the company wants to place the blame on acceptance now but bobs took the money in the first place it is not separate cash register for each company they are affiliated and want to try to give me the run around because I wouldn't accept there unprofessional manner.

Sincerely,

Business

Response:

Good Afternoon [redacted],

My apologies that our first response caused you any further

frustrations.

I’ve never personally been to the retail location you

visited so I am unable to comment further on how money is physically received from

our customers or where the desks are located. I apologize if the setup caused

you any confusion and can certainly address the culture of the store with our

Management Team in that location.

I do know that the ‘Acceptance Now’ company was the direct

company that the purchaser signed an agreement with and the direct company that

agreement disclosed was to be paid weekly/monthly for the furnishings acquired.

I really am sorry that we let you down and I agree with your frustrations about

this furniture not being delivered to you as expected. The truth remains that ‘Acceptance

Now’ is in charge of getting any funds you put forth back to you.

With all due respect our refund policy for cash payments (as

indicated on our sales invoice) is 16 business days so the 7 day period that

you indicated was stated to you is a much better turnaround time that you are receiving

from ‘Acceptance Now’ directly.

Sincerely,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I just would like my money back its a shame that I can't receive my money from the store like I paid it in cash the policy that you quoted should be revised and the manager [redacted] should no longer work in the customer relations any where he is very rude unprofessional and flat out disrespectful

Sincerely,

Review: A [redacted] watch was stolen from my home when Bob's delivered my bed. The watch is valued at $280. I have filed a police report with [redacted] Police, and have contacted Bob's directly. We were told that it may take time to process all of this, but after follow up phone call today we continue to be hung up on and told that they cannot help us. We were called from a "Private Investigator" representing Bob's who gave us fake contact information. I want compensation for my stolen watch.Desired Settlement: I want my watch replaced or a check for the amount of $280

Business

Response:

Good Afternoon Revdex.com,

As of 9.30.2015 a representative from our Customer Care

Office spoke with the customer and confirmed the processed resolution for this

concern.

Sincerely,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased a mattress thru bobs discount furniture, when the mattress was delivered, they brought in the mattress without the protected plastic wrap on it. two months later I notice my mattress was sacking, I called bobs customer care to have them send out a tech, when the tech arrived, he looked at the mattress and discover it was cover in bed bugs, the mattress had a bobs mattress protector on it so therefore I had no idea that there was bed bugs. I spoke to customer care and explained the situation that I never had bed bugs before. the old mattress didnt have any bed bugs on it but the new one did. according to bobs customer's care "that's not there problem and blamed it on me" they refused to honor or resolved this mattress. I am a military veteran and I am a elderly person that has to come up with money to fumigate my house and have to replace the mattress that I bought from bobs furniture.Desired Settlement: I want bobs discount furniture to reimbursed me for the cost of the fumigation and a new mattress that I will purchase somewhere else.

Business

Response:

Good Morning [redacted],

I am very sorry to hear you

have located pests in your product.

Bob’s takes all precautionary

and preventive measures available to us to avoid contamination, we do not sell

products infected by pests.

The bedding that you

purchased was a new product that was wrapped from the manufacturer, if the

delivery team unwrapped it prior to it being brought in your home it was most

likely done within moments of the item entering your residence for ease of

delivery. I can imagine that this ordeal has not been easy on you, but the

facts are that the source of bed bugs are from somewhere other than new

furnishings. These pests commonly require a human source to survive and they

move around by hitch-hiking on people and their belongings.

Unfortunately, bed bugs have

become widespread throughout the United States over the past several years due

to both a combination of global travel and the absence of effective chemical

treatments to deal with them. Please be aware that the presence of bedbugs does

not reflect on the cleanliness or otherwise of their environment – they can

survive and thrive wherever people reside, and they are most active at night

when they feed.

We regret that you experienced

this problem, but we are unable to respond to issues when the cause is beyond

our control.

Kindest Regards,

Stephanie G.

Bobs Discount Furniture

Customer Care Corporate

Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:According to the exterminator, the only place that the bed bug was on was the mattress that I purchased from bobs. There were no other pest problems anywhere else in the house expeCT that mattress.

Sincerely,

Business

Response:

Good Afternoon [redacted],

I apologize again that you are experiencing this concern and

understand your frustration and need to have this concern resolved. As stated

previously we have multiple protocols and procedures in place that we adhere to

daily to avoid any type of pest contamination. Please know that I have no

intention of placing blame for this concern within my communications to you and

I truly wish that there was something we could offer to assist you in this

circumstance but Bobs Discount Furniture does not sell or deliver products

infested with pests and the massive amount of public education that is

available teaches us all that bed bugs are not the result of purchasing new

furniture. Simply because the bed bugs have selected the bed to congregate in,

most likely because they have discovered that their source of food can be

continually obtained there, does not substantiate that Bobs Discount Furniture

is responsible for this concern.

Please know that while bed bugs do not come from factory fresh home furnishings

they are also not the result of an uncleanly home. Bed bugs are just sneaky

stow-a-ways, and are excellent at finding ways to travel right into your own

home. They travel most often in places like hotels, motels, shelters, apartment

complexes, dorm rooms, recreational areas, and even movie theaters. Recent

personal travel or any interaction with a relative or friend who has recently

traveled is another popular way bed bugs like to get around as hotels,

airports, rental cars, and most other forms of traveling are extremely

susceptible to bed bug tourism since there is a continued wave of movement

between large groups of people. The second you put your bag down, they can jump

into it and you would never know it until after you’ve gone home.

I am so sorry that you have to deal with this concern and I

apologize again that Bobs Discount Furniture is unable to take responsibility

for an occurrence that was not caused by the furnishings you purchased from us.

Sincerely,

Stephanie G.

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The blame that bobs made is that the bed bugs was a passenger on my travel a quote from bobs " Please know that while bed bugs do not come from factory fresh home furnishings they are also not the result of an uncleanly home. Bed bugs are just sneaky stow-a-ways, and are excellent at finding ways to travel right into your own home. They travel most often in places like hotels, motels, shelters, apartment complexes, dorm rooms, recreational areas, and even movie theaters. Recent personal travel or any interaction with a relative or friend who has recently traveled is another popular way bed bugs like to get around as hotels, airports, rental cars, and most other forms of traveling are extremely susceptible to bed bug tourism since there is a continued wave of movement between large groups of people. The second you put your bag down, they can jump into it and you would never know it until after you’ve gone home." what bobs failed to understand is that I purchased two mattress for two different room. like I have said before, I had a water bed prior to purchasing the mattress.why would you delivered a mattress into my house with a plastic protector. why would you remove the plastic protector outside and then bring it into the house. 1st, the bed bugs was under your mattress protector. 2nd, the other mattress that was brought into my house for the other room had a plastic protector on it. 3rd, the only room that had the bed bug was in the room that mattress was brought in was the one without the plastic protector. 4th, the only travel I have in 20 years is on military base so therefore are you accusing the bed bugs was a stow-a-ways from the United States military base.

Review: I purchased a bed frame which was delivered broken in several places. This is the second time I have had a delivery catastrophe with this company. The first time they called me on the day of delivery and told me they bumped my order after confirming the delivery date and time several times before the delivery date. Then, after I spent 8 hours on the phone to arrange my own delivery, they left all the trash stuffed under the beds and a pile of merchandise in the middle of my living room. They refused to give me any type of refund other than forcing me to take a store credit of $279.99 for that previous botched delivery. I applied that credit to this purchase. After refusing delivery of the broken product today, having the delivery team tell me I had to take delivery because it was off the truck, the delivery team telling me they were going to use my phone to call their dispatch so they didn't waste their minutes on an unsatisfied customer who was refusing delivery, I demanded a full refund. They refunded everything except the store credit. They refuse to refund me, in cash, the store credit. I will NEVER shop in Bob's again after having two horrible experiences with their delivery team and broken merchandise.Desired Settlement: I want a cash refund for the 279.99. I refuse to accept store credit as this is the second time Bob's has provided extremely terrible delivery service.

Business

Response:

Good Afternoon Revdex.com,

I have spoken with [redacted] today (10.2.2014) and processed a

monetary refund to her original method of payment. I feel that given all the

failures [redacted] has endured during her experience with us it is more than fair

that we work to appease her request of monetary refund.

We are truly sorry for the stress and inconvenience we

caused our customer and hope that she may provide us with another chance to

earn her trust back in the future.

Thank you

for the opportunity to make this right,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: I ordered a large amount of furniture from Bob's Discount furniture in August 2014 ($9000.00 order)---we were told at the time of purchase that the dining room table top would be available 9/13/14 (rest of furniture delivered 9/11/14). Dining room set was re-scheduled to be delivered 9/30/14 (disappointing but understandable)---and received automated phone call 9/28 confirming 9/30 delivery saying someone needed to be home to accept delivery. I took off of work on 9/30 to be home to accept delivery, and when I called to find out the delivery window that day I was told it was on back order again and new date was 10/15. At this point I had lost confidence in this company's ability to deliver the table top and scheduled for the bottom of the table to be returned via a pick up on Friday, 10/3. I had made arrangements to buy another dining room table from another company. I was PROMISED by the customer service specialists that they would come pick up the table 10/3, and that I would be refunded for the table bottom and top (which I paid for but never received). I took off of work again on 10/3. When I called customer service 10/3 I was informed that they, yet again, would not be able to come. This is entirely unacceptable. I was told by a supervisor I would get a phone call back to see if they were able to re-route a truck to pick it up but a call never came. My wife also tried calling customer service with no resolution, no ability to initiate our refund---and we were told that they have called the store we bought it from and informed them not to accept the table should we drop it off.Desired Settlement: I want an apology for being treated with so little respect on the phone, I want the recordings of the calls I made into the call center to prove what promises and assurances I was given (we are considering legal action as well)......I want them to come pick up the table I am returning, I want restitution for having taken 2 days off of work to accept the delivery truck that never showed up, and I want my refund that was supposed to have happened already and hasn't.

Business

Response:

Good Afternoon [redacted],

I am very sorry to learn of the disappointment

you experienced with this purchase and I assure you that it is never our

intention to continually fail our customers while not being able to provide

them with the original promise we made. I absolutely understand your frustration

seeing how we let you down on multiple occasions and I cannot apologize enough

for the obvious coaching concerns we have on our end. I am truly embarrassed

after reading your complaint and thank you for bringing this complaint to our

escalated attention so that we can continue to grow and improve our customer’s

overall experience.

Our records indicate that the table base

was removed from your home on 10.3.2014 and successfully refunded to your

original method of payment by our Accounting Team. Our records also indicate

that the monies from the table top were processed back to your original method

of payment as well.

I pledge to you that our Customer Care

Agents would not intentionally lie to you about scheduling delivery dates and

the availability they saw on their computer screens. I can understand from your

point of view why you would have this impression and it is certainly a failure

we own when our inventory system reads incorrectly or a shipment from a vendor

is delayed. There is no excuse that will outline why we were unable to catch

this glitch or why the automated system went off without us actually having

stock to load for delivery.

As your account indicates that your

complaint has been addressed and accounted for we would like to offer you a

further form of apology from us as we ultimately wish to earn your trust back

in our business. If you would like to accept it, we can mail a Bobs Discount

Furniture Gift Card to your home in the amount of $150.00. We humbly ask that

you provide us with an opportunity to discount a future purchase with this gift

card or it can be used within any of our showrooms on the various accessory

items we sell for cash and carry.

Kind

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.

Please have them mail us the gift card indicated to [redacted]....we have friends who have just lost an income stream that could really use the card.

Sincerely,

Review: Queen bedroom set ordered from bob's discount furniture in Yonkers was to be delivered 2/5/15. Delivery people delivered most of set but footboard was according to delivery person damaged or not put on truck. Why deliver anything? Bed could not be set up. When I called customer service was told that it would be 6 days before I could receive the needed piece to set up bed. This was over a $2000.00 purchase not acceptable that I should have to wait almost another week for incompleteness on part of company. Delivery people had not notified company that order was incomplete until I made call. What was truth was it damaged or just not putnon truck. I could get no answer to that question. Customer service made no attempt to rectify situation in timely manner. No credit was offered for inconvenience no expediting delivery even to store where I offered to pick it up.Desired Settlement: I want item delivered asap and feel a credit of delivery charges should be given.

Business

Response:

Good Afternoon Revdex.com,

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

Discount Furniture I extend my sincerest apologies to our customer. I know and

acknowledge how unpleasant the initial delivery experience must have been for

our customer and while I know this is their Bobs experience I assure our

customer that we would not be continuing to grow if all our customers were met

with so much disappointment during such an important purchase.

The customer’s comments regarding the service received by the delivery team

are very important to us. We want customers to love shopping with Bobs, so a

report of a disturbing experience with any delivery team is a serious concern

for us. Our customers deserve only the best service and we have begun

addressing the obvious coaching concerns the customer has brought to our

attention and will take the appropriate actions.

In terms of our Customer Care team seeking to make the delivery failure

right, our records indicate that the customer has been placed on a special

request expedited add on for delivery on 2.07.2015 (this Saturday). We did

explain that we would make a special request for this expedited delivery to the

customer when we last spoke on 2.05.2015. We have made a valid effort as a

business to correct this mistake and apologize again to our customer for the

footboard not arriving to their home as we intended it to.

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 continued as a business to address this individual’s

concern the moment it is presented to us and work out of our normal guidelines

because we realize the level of dissatisfaction this consumer is emulating as a

result of our failures.

At this time we are looking forward to completely resolving this

customer’s concern on 2.07.2015 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 2.07.2015. We

will review the account at that time and determine what, if anything, further

we are able to offer.

Kindest

Regards,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:we did not receive any delivery today made arrangements to have someone home from 7am- 11 for promised delivery. [redacted] was working today and I was leaving for a trip. The person gracious to be up on their day off to wait for a delivery that never came. Mid morning [redacted] got a call that footboard might not be on truck so that they could not deliver it today.but that they would call him back. No call ever came. Where was the footboard? The person we had at our house didn't want to leave until we were sure no delivery coming. When I reached my destination I called customer service was on hold 3 separate occasions for greater than 15 mins and disconnected twice. I was told that item was damaged. Is this the same piece that was supposedly damaged Thursday?. Why does the story range from it isn't on truck to it is damaged. Who is lying? You have a very inefficient customer service phone service, very inept way of conducting business. I was told that delivery can not be until wed 2/11 which is what we were told last thurs. This delay is totally unacceptable and twice you failed to provide a service you wre well paid in full for. I spoke with [redacted]'s permission to account manager named [redacted] who reviewed this story and was also appalled by the failure to provide answers or the service that was paid for.

Review: Long story short : This company has very bad to no resources for a customer to get assistance. Each time you call you are told that there is nothing the person can do or you are given a number which leads to a store who cannot help you, that store advises you to call another store who cannot help you, and each automated system gives you the same circle jerk of numbers. The delivery company who schedules deliveries cannot confirm delivery times only days and tells you that they cannot make anything happen only put in a request to another entity who will confirm via automated voicemails. There are no managers or people who can get involved to help complete my order. I have already paid in full. My delivery was incomplete and it has been 2 weeks with no straight answer of where the last piece of my furniture is. I do not know who is in charge of this company, the [redacted] store cannot help, the shipping company cannot help and the automated number gives you telephone numbers which lead to more automated lines. I just want the furniture to be completed. There is no real customer service to help. I ordered a full living room set (2 couches, rug, end tables, entertainment center) which was paid in full. My delivery date was January 17th (almost one month after ordering). I was told by the salesman in the store he would get it sooner (which never happened and he never picked up his phone again). The delivery came 1/17/15 as scheduled. The couches were missing legs and a box was missing to complete the entertainment center. The drivers said there was nothing they could do about this and left the entertainment center in the boxes and set up the couches with no legs. I was given a number to call to schedule the balance. The woman on the phone gave me a date of 2/7 to complete the delivery (Saturday delivery). I told her I wanted it faster because the shipment was half installed half in boxes. They gave me the date of Thursday 1/22. I asked for the latest delivery they said there was no way they could promise this and would put it a request for an afternoon shipment and I would get an automated voicemail to confirm. I received the confirmation for Thurs 1/22. I received a [redacted] box of couch legs the day before. Thurs arrived and a technician showed up to install the legs. I asked where my entertainment center piece was he said he was only the leg technician. He left and I tried to call Bobs which was automated system after automated system which led me to the [redacted] store who couldnt help I had to the call the [redacted] store who told me they had no record of a shipment for me. They put me back to the automated system which connects you to the trucking company who said that they see a "request" for a delivery of my box and it is showing a date of 1/27. I tell them to make it the last delivery as I work 9-5 they say that have no control they will enter a request. I get a voicemail at work 1/27 (automated) that I missed my shipment. I called back again many different numbers for them to tell me they have rescheduled for 2/6 today of which I advised I am not home please make it the last delivery. They cannot confirm and will put in the request with whatever outside entity they deal with. I have no phone calls or voicemails today. The automated service shows delivery scheduled 630pm-7pm. The website shows delivered at 5pm. I have no idea if I am getting the delivery today or if the automated system will call me tomorrow with a new delivery date. I would just like to have this completedDesired Settlement: Would like my delivery completed

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the inconvenience the multiple deliveries, services and damaged product continues to cause our customer. We can certainly understand the customer’s frustration and assure our customer that we have been working to the best of our ability to resolve these concerns.

Bob’s prides itself on providing quality service and the best value product for the price. Our primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from us.

As the retailer we do take full responsibility for the disappointments that may have occurred at the factory overseas or during the extensive transit the merchandise endures prior to arriving to our customer. We want nothing more than to make our failures right and provide our customer with the merchandise they selected in the condition they expected. Regretfully like any other business that involves a mass amount of daily shipments, there are aspects of delivery end that are not within our control. It is correct that at the point of sale or scheduling we are normally unable to provide a customer with an estimated window for arrival.

To maximize efficiency and keep the delivery service fair for all consumers alike we route all of our deliveries using a computer system that registers distances between all of the sub contracted trucking depots and the customer’s stops that are scheduled. Once this electronic routing process is completed an automated calling system makes contact with our customers and provides an estimated four hour window for arrival. On a very large scale out of 3,000 deliveries a day this process allows for a smooth completion of delivery. We communicate this via many facets to remain as honest and transparent as possible with our customers. Some of those facets include the trifold provided at the time of sale and the ‘Delivery Tracker’ available through our website. While we can request timeframes, as a retailer we can never expect to know what events will occur out of our direct control on the road when the delivery date arrives. For example, if one customer cancels, is not at home, or has a walkway that is full of snow it can cause the team to run earlier than expected.

The last scheduled delivery for this customer occurred on 2.06.2015, we did honor the customer’s request and we placed the customer in the latest time slot available. Per our records the automated system followed up with a timeframe of 2:00-6:00pm. Upon arriving to the home at 2:45pm (well within our stated timeframe) the team reported finding a note on the door that said no one would be home until after 4:00pm. This customer was accommodated to the best of our ability and was the last stop on the truck’s run for 2.06.2015. We did attempt to contact the customer by phone while the team was at the stop and we could not get ahold of this customer. We apologize that the customer could not be home for us to complete the delivery however we cannot force another person to wait for hours after their run has been fully completed and they are due to return to their trucking depot.

We currently have a delivery scheduled for the final item on 2.14.2015 to resolve the remaining delivery concern. We have continued as a business to address this individual’s concerns the moment they are presented to us and work out of our normal guidelines because we realize the level of dissatisfaction this consumer is emulating as a result of our failures.

At this time we are looking forward to completely resolving this customer’s concern on 2.14.2015 and we apologize again that these concerns have taken up any of our customer’s valuable time.

Kind Regards, [redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I bought a Recliner from the Bob's store in [redacted] on Jan 17th 2015 and it is now Feb 22nd and the electric recliner does not work any longer. Apparently it was wired incorrect and the recliner mechanism cut through the wires. I did by this in "The Pit" but under the paper work it says New Merchandise is warranted up to one year from purchase. In the PIT is does not state that this was not "New" and that all sales are final but nowhere does it not say it does not come with a warrantee. I would have had NO way of knowing it was going to have a mechanical issue and Bob's wont stand by there furniture and repair it. I think this was a deceptive practice I think they knew there was a issue with the motor and the wiring and put it out there to pass on to the customer.Desired Settlement: I want Bob's to admit maybe they made a mistake and should have declared that it had electrical issues and not try to dupe the customer for spending money on there poor product. Nowhere on the receipt does it say that PIT Items would not have a warrantee. I just want the thing repaired so it works like it should

Business

Response:

Good Morning Revdex.com,

Please pass on our apologies to our customer for any and all inconveniences he has endured as a result of our failures during this purchase.

Our records indicate that as of 2.24.2015 this customer’s concern has been fully rectified directly through our Customer Care Offices, Customer Care Management Team.

At this time we would consider this concern resolved and apologize to our customer again.

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, [redacted]

Review: Sofa was delivered damagedRefund in store was processed incorrectly (we paid some cash, some credit)We were not notified the refund didn't go through, we only caught it by looking at our credit card statementRepeated attempts by phone to have our corporate issued cash refund check, as well as our credit card credit issued have failedNobody will take the time to correct the paperwork mistakes, get back to us with answers, or get our refund verifiedVery frustrated.Desired Settlement: Full refund- cash paid by corporate check per agreement, credit card charge reversed per agreement
Business
Response:
Good Afternoon Revdex.com,
In addition to this complain, this consumer posted a review via Revdex.com and this concern was answered via that channel and we also sent an email directly to this consumer as of Friday to follow thru on this concern
Please see the below copy of the email communication sent on and log as our response to this complaint (please note that per the original tracking number the first check was delivered by [redacted] as of Sat 3/07/11:am
From: _Customer Care Ask Bob Sent: Friday, March 06, 4:PMTo: [redacted]Subject: In response to the Revdex.com review posting: Bobs Discount Furniture
Good Day [redacted], This communication is intended to provide you with a [redacted] tracking number for one of your refund checks as we indicated in our response to your Revdex.com review postingWe have also included a copy of the information we posted to the public Revdex.com channel to ensure you receive these updates
COPY OF COMMUNICATION INITIALLY SENT TO YOU THRU THE Revdex.com REVIEW BOARD YOUR POST WAS GENERATED FROM INCLUDED:
[redacted] TRACKING NUMBER FOR CHECK SENT TODAY – = [redacted]
Good Afternoon Joe,
I'm so sorry about the errors that we made while processing your returns and refunds via the multiple methods of payment you usedI further apologize for the rude behavior you cite to have endured from our delivery personnel and I assure you that we will be following up directly with our staff regarding the coaching concerns you have brought to our direct attention
In regards to your refunds, I have personally reviewed your account today (3.06.2015) and verified what changes needed to be made to process your refunds back to you as soon as physically/electronically possible
I was able to get the $ $released back to your credit card as of today (3.06.2015) and expect that you will see this refund back to your credit card within the next 2-business daysI give this timeline only because we are releasing the funds over the weekend and you will still want to allow some additional processing time for your bank to receive it and allocate it to your credit card
You will also receive two checks from our corporate officesOne of the checks was sent out via [redacted] for you today and per the [redacted] tracking number the expected arrival of this check is tomorrow (3.07.2015)This first check is in the amount of $The tracking number associated with this check is active and will be sent to you in an email (along with a copy of this message) so your privacy isn't affected by this post in a public forum
Normally any Corporate Check takes anywhere from 7-days to process and receive however we do understand that we have failed you and want to put forth every effort we can to make these failures right by you
The second check will be cut and sent by [redacted] on Monday in the same priority manner we have shipped the first oneThe amount of the second check will be $
We again are very sorry for the lack of care and attention your concern had received initially through our officesWe value your feedback and appreciate the time you have taken to escalate your concern so that we can make it right for you and grow as an organization overall
[redacted]As per above information, the second check is showing as being processed from our systems today (3.09.2015) to be shipped to the customer
Kind Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Review: Please do not buy the 'Goof Proof' warranty its waste of money and marketing gimmicks to trap you in. I bought a furniture from this store with 'Goof Proof' warranty that covers for 5 years, when I file a claim they say its not covered because I have moved from Original address. When we buy the warranty they don't tell any exclusions that apply, they just try to sell it.

Business

Response:

Good Morning Revdex.com,

We are very sorry to learn of any disappointment our customer may be experiencing while seeking to use their protection plan. We are always happy to help and research any customers concerns further however I cannot locate any calls into Bobs Discount Furniture directly from this customer.

I was able to locate an account with a dining room set delivered just over three years ago (2.11.2012).

Our records have no conversations logged with communications from this customer since delivery three years ago.

The Goof Proof Protection Plan this customer purchased is honored by a third party company called ‘Guardian Protection Products Inc.’. 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.

Given the status of our records I am inclined to believe this customer has been working with the Guardian company and not Bobs Discount Furniture prior to filing this complaint. If the customer wishes to provide more information to us about the claim made with Guardian, the actual concern they are experiencing with their furniture, and what they are seeking as a desired settlement we are more than happy to look into their complaint further to see what, if anything, Bobs Discount Furniture can do for them directly.

We look forward to hearing from this customer again so that we can begin our research. The customer can use this Revdex.com channel they have opened for mediation or they are welcome to contact us directly at our Customer Care Offices – 1800-569-1284 (Mon- Sat 6:30a -8:00pm/ Sun- 10:30a -7:00p).

Kindest Regards,

Stephanie A. Gauthier

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Review: I purchased couches from Bob's Discount Furniture, the first couple of months I noticed that the sitting would sink every time you would sit on the couches. I bought this thing called "sagging sofa reinforcement" to help reinforce the cushion. Time went by and the issue keeps getting worst, It has nothing to do with the cushions, the problem is the springs under the cushions. I called Bob's and they sent out a technician, he was not very helpful and understanding. He did not sit on the couches to understand the issue. I spoke to a supervisor called [redacted] who said there is nothing else they could do for me. I've been a customer over eight years now. I had asked the supervisor to send out another technician but she refused. I would like an exchange for the couches, I feel like I was given a defective product.Desired Settlement: I would like them to please exchange this defective item.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies to our customer for the

disappointment they are experiencing in their product. Our records indicate

that this item was delivered on 12.15.2012 and the consumer first reported this

concern to us on 3.12.2015. The customer alleges in this complaint that the

sofa started to show these signs of concern only a few months after delivery

however our business was not made aware of any concern until long after the

warranty coverage for factory defects expired.

As a courtesy to our customer we sent out a factory trained

professional at no charge to see if there was any repair that could be made to

this merchandise to appease the customer’s concern. We stand behind the

integrity of our service technicians and the qualifications they receive

directly from the vendors of our product and regretfully the factory trained

professional found no defect present within the item. With no defect being

present and the item being up to manufacturing standards there is no repair to

be made. It is not a safe, nor is it a recommended practice that a technician “sit

on” or attempt to utilize merchandise in a customer’s home as this puts him at

a disadvantage and could compromise his own safety while alone in an environment

the consumer feels most comfortable in. Should the customer need to sit on the

merchandise in order for it to produce a loss in resiliency this is clearly the

cause of normal wear and tear on an item that has been continually used for two

(plus) years. By any vendor’s standards in the furniture industry a loss of resiliency

in any seat is to be expected and viewed as completely normal.

Please note that while in the residence the technician also

verified that there is a defect concern with a bar stool and the customer

currently has replacement parts on order for the bar stool. I mention these

facts because this shows a clear example of how we are assisting the customer,

as a retailer, when there is an actual manufacturing defect present within the

merchandise and that defect has been appropriately reported within the warranty

timeline set forth.

In an extreme effort to meet this consumer’s demands for

resolution outside of warranty we will make a one time only courtesy offer for

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

are able to contact our Customer Care Officers at [redacted] (Mon- Sat

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

processed.

As this is

a one time courtesy- It should be expected that for any future occurrences of

concern, on any other sales order, this individual consumer is agreeing to

adhere to the terms and conditions of their warranty coverage and the

determinations of Bobs Discount Furniture’s Service Professionals. Our Service

Policy is fully disclosed on the customer’s sales invoice and provided at the

time of sale.

Option for

resolution:

We can

offer to provide a store credit of 70%, based off the original cost paid for

both pieces of the sectional. In the interest of fairness the customer will be

expected to pay a new delivery fee if they want the new furniture selected to

be delivered. Delivering the merchandise has always been a charge we maintain

separate from the cost of our merchandise. We will expect to remove the current

merchandise the customer has in the home on the same date we deliver the newly

selected merchandise.

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.

I am currently in [redacted] and going downrange within a few hours if I don't respond is due to my undisclosed location in the [redacted].

Sincerely,

Review: My best friend told me to go to Bob's to purchase my couch when I began to remodel my home. I purchased my furniture from Bob's on February 20, 2015. I put $400.00 down on the spot. I was told my furniture would be in sometime between April and the beginning of May, and that I would get a phone call when it came in. I didn't receive a call by the middle of May, so I went into the store to pay the balance and to check on my furniture. I should have taken it as a sign, but the man at the counter stated that I should NOT pay the balance until my furniture is actually in, and that it was expected to be in at the end of the month or early June. He said that they would call when the furniture came in. I didn't hear anything by the middle of June, so I went into the store again. I was told the furniture would be in at the END of June, and not to come in because they would call me when the furniture was in. By this time, I began purchasing the rest of the furniture for my livingroom to match what I had purchased from Bob's. I get a call in JULY stating that my furniture was in. I had to now wait until the middle of August (8/18 to be exact) to pay for the rest of my furniture. She then tells me, "Oh, the furniture will be in on September 27th, so we can't schedule a delivery date." She goes on to tell me that she will contact the merchandising department because it seems that the furniture did come in when they called but, for some reason, it's no longer there. I immediately went home and contacted Bobs on [redacted]. They responded with a generic apology, stating that [redacted] is contacting the merchandising department and will call me. I waited THREE business days without a response. I then sent another [redacted] message to Bobs, just to NOT get a reply. I was thinking that it was because I sent them a message late on Friday, only to realize on Monday morning that they were just ignoring me. There were other people who had sent messages over the weekend, who they responded to. At this point, I want ALL of my money back because I am going to go to [redacted] to purchase a furniture set. And since I did not get ANYTHING from this store, including the special delivery...and since all communication has required me to drive over a 100 miles back and forth to their store because they refuse to call (except to lie and say furniture has arrived when it has not), I want ALL of my money back. I WILL NEVER DO BUSINESS WITH BOBS AGAIN, AND NEITHER ARE THE PEOPLE WHO I KNOW.Desired Settlement: I want a full refund of everything that I paid. I paid $1348.92, and I want $1348.92 back.

Business

Response:

Good Morning [redacted],

I am so sorry that we were unable to deliver you the product we

promised you in a timely manner .I feel extremely embarrassed after reading

about your experience with us andI

don’t blame you for being very upset and ultimately canceling your order; 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. I truly wish I could go back and undo what has

transpired to cause us to loose you as a customer.

Your

comments regarding the service you received from our social media –customer care

and at our store are very important to us. We want customers to love shopping

with Bobs, so your report of a disturbing experience with our associates is a

serious concern for us. It is inexcusable for anyone to make you feel as if you

are being ignored. I know it is upsetting when someone who should be serving

you is disrespectful and we do hope you can accept our deepest apologies. You

deserve only the best service, especially when you visit Bobs. We have begun

addressing the obvious coaching concerns you have brought to our attention

within our staff and will take appropriate action.

Your

account indicates that your full refund was released from our systems (to both

the credit cards used) as of 8.24.2015. When there are several different credit

cards involved in a refund transaction we provide a timeline of 3-5 business

days from our processing for this electronic refund to show to your cards. We

have released the funds fully from our system and the only wait time left is

related to your credit card companies processing of the return directly.

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: At the end of May, My husband and I purchased a bed from Bob's discount furniture in Newington CT, it was supposed to be delivered in early june, the week the bed was supposed to be delivered we were told it was not going to be ready until August (this was unacceptable as we were told it was in stock when it was purchased and we have a child on the way)

The end of June my husband and I went to the Bob's store in southington, where we thought we received better customer service, as we learned that we could buy "any type of bed" to go along with the adjustable bases. We placed another purchase, upon receiving our delivery after waiting 6 hours on a Saturday afternoon/evening (supposed to be 4 hour block) we were told the beds we purchased were not made to work with the adjustable bases. Which in fact makes sense, as we purchased spring mattresses and bob-o-pedics should only be purchased for the adjustable bases because over time the spring mattress will wear. We tested this theory, as we adjusted the head and foot of the bed the spring mattress stayed flat, while the bed bent appropriately. When my husband layed on the bed, a gap still remained between the mattress and the adjustable bed. So we were very displeased with this purchase. THAT NIGHT, we contacted costumer service who told us that there was nothing we could do, as adjustable bases are not returnable (after we were told in the store we could return anything if we didn't like it).

My husband I went back to the southington store where they returned those items, we selected a new bed and new mattress and set up a delivery time. After wasting another saturday morning waiting for this new bed, the delivery showed up and the mattress was DIRTY!!!! I did not accept the delivery. I called costumer service AGAIN, and explained my disgust and inconvenience with the company and how unaccommodating they are. My husband and I both work Monday through Friday, we are expecting a child in 7 weeks, and we keep wasting our saturdays waiting for a delivery that never seems to go as planned. The customer service lady told me that they can ONLY do 4 hour blocks and no time frame can be given. I told her I needed a first thing in the morning delivery, and she said she would request it and does not see a reason why they could not accommodate me after all we have been through. I get a phone call to confirm my delivery today, which is NOT a first delivery of the morning, but instead 915am-115 pm. I CANNOT take off from work, as I have to save my time for the birth of my child, and my husband CANNOT take off from work as he just started a new position. I called customer service AGAIN, and they said they will put in a request for a time change, but if they can't change the time "I am out of luck, and will have to reschedule", which would have to be a Saturday, because that is the only day we have off that they deliver, and we continue to push off finishing our child's nursery and getting the furniture for that because we have to play games with Bob's and what is convenient for them. At this rate, I am ready to return all items (but again would have to wait for them to pick up the bed we want to return at THEIR convenience), and then I would not have a place to sleep at 8 months pregnant. This is inexcusable, and I have been trying to get this taken care of since the end of May.Desired Settlement: I want our items to be delivered and in a NEW AND CLEAN condition, at an appropriate convenient time frame, as we have been inconvenienced for almost 3 months. We were told there is a depot where delivery trucks go out of in Wallingford CT, which we live RIGHT ON THE BORDER of Wallingford, so requesting to be the first delivery of the day, is not unfeasible.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies for the inconvenience this sales/delivery experience caused our customer.

There is no doubt after reviewing this complaint that we failed our customer on

several different levels and we remain very embarrassed regarding the failures

we caused to our customer.

We can certainly understand

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

they are owed something additional after the completion of their delivery. At

this time the customer’s account reflects that the new merchandise has been

successfully delivered as of 8.28.2015.

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. Normally we offer any type of additional apology 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 one of the largest furniture retailers 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. Should the customer wish not to provide us with another opportunity to

deliver merchandise we can understand the reasons why in this scenario and have

several cash and carry items that can be taken from our Showrooms or pit

locations as our free gift of apology.

While it is not normal procedure to so we do recognize that we

have failed our customer on some extreme levels and we are willing to make an exception in

this case to work above our normal compensation guidelines and policies. The

customer’s account reflects that once the returning merchandise has been fully

checked into our warehouse a refund of $1095.39 will be made to the customer’s

original method of payment. This refund does not include the charge for the

initial delivery and given all the disappointment our customer has been thru

and during such an important time in her family’s life, I do not feel it is

fair that she be charged a delivery fee at all. I have listed one option below

that returns the delivery fee to our customer in full, if she is not willing to

give us another chance I cannot say that I blame her.

I have listed three (3) options below for the customer to choose

from for compensation. Please have the customer select (1) one option and

respond back to us via this Revdex.com channel:

:#1:

We will process a Bobs Discount Furniture Gift Card in the full

amount of the delivery fee paid ($229.99)

-Or-

Option #2:

We will process a Bobs Discount Furniture Gift Card for ½ the

amount of the delivery fee paid and refund the remaining ½ to the customer’s

original method of payment.

-Or-

Option #3:

We will process a refund to the customer’s original method of

payment in the full amount of the delivery fee paid ($229.99).

We look forward to hearing back from our customer and we apologize

again for the concerns our failures caused to her family.

Review: I was promised by Sales Manager Bill V[redacted] a refund of $212.00 towards the purchase of my new set, refund of delivery charges and compensation for the two days of missed work and a broken window after the first set I originally ordered did not fit through the doorway of my home and the delivery people broke my back door. I have made repeated phone calls to this company trying to resolve this issue only to be told that they are only going to refund the delivery charge of $129.99 and offered me two $75 store gift certificates. I was promised by Mr V[redacted] that the money would be refunded to my credit card not a store credit This was repeated in front of Sales Associate Hassane D[redacted], verified by Receptionists Debbie and Donna at the [redacted] storeDesired Settlement: Credit back to my credit card the $212.00 difference in the purchase price as well as the $129.99 delivery fee that was promised to me by Sales Manager Bill V[redacted]. I DO NOT WANT STORE CREDITS

Business

Response:

Good Morning Revdex.com,

Please pass on our apologies for any confusion our customer is

experiencing as a result of communications from multiple departments.

I just spoke with the associate (Bill) who is referenced in this

complaint. (It is 11:00a on 10.30.2015).

Bill has explained to me that he is compensating the customer with a $200.00 refund and he isn’t

clear as to where the additional $12.00 came in as stated in this complaint. The

confusion the customer is experiencing is due to the fact that they have chosen

to continually involve our base level of Customer Care agents (who are not appropriately

coached to have knowledge of the confusing transaction type that has taken

place here) and reach out to third party channels such as social media and the

Revdex.com.

From what I have gained the customer was originally provided with

an offer of a $200.00 gift card to be applied to her pending sales order (which

she has stated in her first sentence listed via Revdex.com) and authorization to waive

of the delivery fee (which remains an extremely generous offer on Bill’s part).

The customer was faced with needing to wait on delivery so that

these funds could be applied to the pending sales order and the customer made

the choice to keep an upcoming delivery date and pay forth the additional

monies needed so they could take delivery on their choice date.

Bill indicates that he and the customer agreed that he would

refund the $200.00 the customer paid in towards the order (so that she could keep

the delivery date she wanted) after the delivery had taken place. It takes time

for our accounting team to apply funds to any open order and as this was not

going to work in this customer’s specific case Bill had to create certain

paperwork using his authority to properly execute all transactions. This

paperwork is being processed in a special format for this specific customer so

to many base level customer care agents the paperwork can and will look like a

store gift card while its in process.

This customer is in fact –not receiving a gift card for store

credit and Bill has confirmed with me directly that once our accounting team

has approved all paperwork and uploaded the necessary funds he will be

refunding the delivery fee of $129.99 and the $200.00 additional accommodation

amount.

In speaking with Bill today he has advised me that he just talked

to the customer directly on 10.29.2015 (yesterday) and confirmed that he is in

the process of getting her refunds taken care of. He has explained to the

customer that it is not proactive for her to continue to involve other agents

or third parties as he is fully briefed and on board with resolving her account

concerns.

Please advise the customer that it is recommended that she

continue to work directly with Bill as he is properly taking care of the

agreements made. We do apologize that these processes can take time and

appreciate the customer’s patience while we continue to work to close out this

concern.

Kindest regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,