Bob's Discount Furniture

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

Business

Response:

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

Good Morning Mr. [redacted],

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

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

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

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

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

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

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

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

Good Morning Mr.[redacted],

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

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

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

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

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

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

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

Good Morning Mr. [redacted],

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

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

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

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

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

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

Dear Mrs.[redacted]

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

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

Business

Response:

Good Afternoon Revdex.com,

We have

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

We certainly

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

caused this rip.

We have

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

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

Thank You,

Bobs

Discount Furniture

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

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

Business

Response:

Good Morning,

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

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

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

Business

Response:

Good Afternoon [redacted],

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

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

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

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

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

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

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

Business

Response:

Good Afternoon Revdex.com,

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

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

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

While we agree that our customer has experienced

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

be made aware that I personally spoke

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

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

was never charged for by our company.

We made the adjustments to our delivery schedule on a

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

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

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

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

others.

There are no defects present or concerns of the

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

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

We are happy to offer our customer a $100.00 Bobs

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

If the customer would like to accept our offer please

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

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

entered.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

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

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

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

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

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

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

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

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

on 10/18 I received the merchandise.

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

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

Business

Response:

Good Morning Revdex.com,

We are very sorry for any and all inconveniences our customer

endured during this purchase with us.

We do understand that having to reschedule and as our

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

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

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

were contracted through another company.

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

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

this consumer.

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

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

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

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

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

satisfy this customer’s demand for compensation.

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

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

channel that this option is satisfactory.

Consumer

Response:

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

Sincerely,

Review: BoB delivered 5 times to deliver all pieces together in 2 months. They still failed to assemble now the bed together as part of sales contract.

I am not sure what is going on with my delivery. I am supposed to get the full delivery and set-up the bed May 11. Then on May 11, delivery guys were calling me like because of the rain, can''t be delivered today. So have to reschedule. Then someone from customer service called me to ask if I am asking for a reschedule, I said I have to because you guys can''t make the delivery. They were like have no idea what is going on. They did some investigation and find out pieces are missing, so they can''t deliver everything together on May 12. And then they said we can deliver again on May 14. So on May 14, I am at work, so my roommate receive the delivery. While they are putting the bed together. They said, oh BTW, we can''t put the whole bed together because we are missing pieces. I was like you are telling me now! All the pieces are all over my room, and I still have no bed to sleep on !!!And they said, oh we can deliver this Friday, so I ask them, do you have all the pieces on Friday?! They said, should be. I ask some one to call me talk about the delivery issue, and they just take my phone number and left. I am very very disappointed and annoyed right now. I want my bed to be set ASAP, and compensation from your guys. I really don''t understand,why this is so hard. And they just delivering pieces to me when they know they can''t set up the bed for me! I paid everything in advance, including guaranty and insurance. Then they delivered again on another Sat, they still did not deliver the whole bed as they were supposed to. So they just sent something to my apt and left without explanation.

Then I called customer service again, they told me they mail something to me through [redacted] and should be there soon. And I asked, will I get everything by then? They replied, "should be". This is the answer I had last time I called. And after I am "supposed to get everything", I have to call them again to arrange someone to set-up the bed for me. I was shocked, don't even mention how much trouble cost to me, you guys already came 3 times, at least once or even more in the future. Now the big bed pieces are lying in my room and I am still sleeping on the airbed.

Finally they sent all the pieces to me and sent someone to set up the bed for me. Today unbelievable, they sent the wrong person to do the job. They say they should have sent out a delivery team to assemble the bed, instead they "accidentally " sent a technician to fix the bed. I asked them if the technician can do the job, they say no, he can't. So I ask if someone else can put the bed together for me today, since my roommate already empty the whole day for this thing and we both want this done now. They say they can't either, they can only do this Friday. Now I only hope they can actually get the job done on Friday, because I have to ask my roommate stay at home for another day and I am working Mon-Fri, so I just do not have time or energy for this whole mess.

Desired Settlement: I want them to put the bed together for me ASAP. And I want the full-refund ($800) as compensation including warranty, delivery and bed payment. I paid everything, insurance, delivery and warranty in April because I trust this company. So I have a purchase/sale contract with them since April. And they keep breaking the promises and breach the contract. I waste so much time and energy on that. I have to push work schedule and make/answer phone calls at work! And my roomate has to push her school schedule to wait for them for the whole day! We lost money and time for the whole mess.Until today me and my roomater are still sleeping on airbed. And I called and emailed the company liaison listed on Revdex.com today, she has not replied me yet. The customer service pushed the assemble date to this Friday, and ask someone to stay at home for a whole day over again? Either, I have to take a leave from work on Fri or my roomate has to skip the class to stay. I want to have all my money back as a compensation.

Business

Response:

Business Response /* (1000, 5, 2013/06/14) */

Good Morning,

I have been corresponding with Ms. ** via email since, June 1, 2013; Last communication was 6/11/13 where I confirmed the assembly appointment for 6/14/13 and once complete we would discuss compensation.

We apologize for the inconvenience and apologize to Ms. ** as well as her roommate. The request for compensation is understood and we will gladly discuss however, Ms. **'s request for a full-refund ($800) as compensation including warranty, delivery and bed payment will not be honored.

I have shared Ms. **'s complaint/experience with delivery, warehouse and store personnel to explore ways to better improve our service as well as the customer experience.

Consumer Response /* (3000, 7, 2013/06/25) */

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

The bed is finally set after more than 2 months and nearly 10 times deliveries. When they opened the pack, the drawer is broken already.But they said bed is ok the sleep on. And that night, My roommate was sleeping on the top. All of sudden, a slat was broken, she was scared , it almost hurt her if it not the protection from mattress. Then I was looking at the cracked part, I saw the slat has mould on it and smells really funny. So I have to arrange another deliver for replacement for the drawer and ask if they have any thicker slats or board to make the bed safer. They say they do not have it. We have to pay and buy whatever to make the bed safer. After the whole thing is done, this is the reply I got from the company:" Compensation for any company is optional and when offered by Bob's Discount Furniture we usually only issue compensation in the form of a gift card which does not extend 10% of the merchandise total." I am very unhappy about this reply. I am thinking about taking on a legal approach now.

Business Response /* (4000, 9, 2013/06/30) */

I responded to [redacted] via email on, 6/2/13;

Compensation is generally offered in instances where there are repeat errors, damaged merchandise or inconvenience; Based on your experience as well as our appreciation for your patience and business, we would like to offer you compensation. We will be happy to refund your delivery fee ($59.99) and issue a gift card equivalent to 10% of your merchandise total, ($59.99). Your request for a 50% discount on the bed ($300) plus delivery refund ($59.99) plus cost associated with materials needed to make the bed "safer" cannot be honored. Compensation for any company is optional and when offered by Bob's Discount Furniture we usually only issue compensation in the form of a gift card which does not extend 10% of the merchandise total.

[redacted] refused our offer as she is stating,

As for compensation, I was going to ask for full refund before because of nearly 10 times delivery and all different hassles. But you have been helpful and are willing to resolve the issues with me since I contacted you. So in this case, I will only ask for refund of the delivery and 50% discount on the bed as compensation and additional costs to make the bed safer.

I was unable to honor her request and have forwarded her email as she requested.

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: 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 had an extremely defective king size mattress that I purchased which was under warranty. The inspector from Bob's came to my house evaluated the mattress and stated it was very defective and gave me a credit n the amount of $698.00 along with a credit number [redacted] to purchase another one.

I went back to the store and purchased a queen size bed along with a bed frame and the difference I paid. At no point in time did they ever mention to me nor was it on the Agreement that they needed to return the old mattress. In fact the Inspector said the me that the mattress was so defective that it did not need to be returned. So when I purchased another one which was smaller and paid the difference they came to my house and would not deliver all the items because they said they needed to pick up the old one. My receipt did not state that nor does it say it on the agreement. So I am now left with no credit for something that I paid $698.00 that was defective.Desired Settlement: Honor the credit of $698.00 so I can HAVE A BED to sleep on.

Business

Response:

Good Afternoon Revdex.com,

I have reached out to this

customer directly today (10.01.2014) at the phone number she has provided in

this complaint. I have left a message for her with my direct phone number in

the hope that she will contact me back directly to discuss her account further.

Our records reflect several

different stories of the defective mattress’s current location. Some stories

indicate the mattress is still being used by someone the customer knows and

some indicate the mattress has been thrown away.

Regretfully without a defective

product to return to the manufacturer the mattress warranty itself is not being

honored. The manufacturer’s warranty is not directly through Bobs Discount

Furniture as we do not build this product and are solely the retailer in this

scenario. In order to bill the vendor of this product under their warranty they

require the mattress be sent back to their factory for review.

We are willing to meet our

customer ½ way (coming out of our own pockets directly) and provide either a

store credit or monetary refund in the amount of 50% based off the price that

was paid for the King Size Mattress and Foundation Set in 2012.

Kind Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: BOUGHT A BEDROOM SET APPROXIMATELY SEPTEMBER 2012. FIRST PROBLEM IS THAT THE WOOD PEELS. SECOND PROBLEM IS THE NIGHT TABLE. WE TAPED THE DRAWERS SO THAT WE COULD MOVE THE BEDROOM SET TO ANOTHER ROOM. AFTER MOVING THE SET TO THE DESIRED PLACE AND REMOVING TAPE OFF ALL THE OTHER DRAWERS, THE NIGHT TABLE'S WOOD STARTED TO CRUMBLE, AS IF IT WERE OLD AND ROTTED. I'VE BEEN CALLING ###-###-#### FOR THE PAST THREE WEEKS, BEING ON HOLD FOR MORE THAN 20 MINUTES, EACH CALL, JUST TO BE DIRECTED TO VOICE MAIL, LEAVE A MESSAGE, AND NOONE CALLS YOU BACK. I'VE WENT TO THE STORE AND WAS TOLD BY A REPRESENTATIVE THAT IT WAS EXCLUSIVELY HANDLED BY GUARDIAN. I'M STILL PAYING FOR THIS BEDROOM SET AND DEMAND SOME SERVICE.Desired Settlement: FIRST OF ALL, WOULD LIKE MY CALL RETURNED SO THAT I MAY PLACE THE CLAIM AND SECONDLY, I WOULD LIKE TO HAVE THE NIGHT TABLE REPLACED.

Business

Response:

Good Afternoon

I tried to contact Mrs. [redacted] at the number she provided in her claim. Is there a different number to contact her on?

I will try again on Monday 11/25/2013

Review: After visiting the Bobs Discount Furniture Store [redacted]. I decided to finance a bedroom, living room, dining set and later decided to add their furniture protection for an addition fee which totalled to $3,643.43 this pricealso included a $229 delivery fee. Furniture was delivered dinning set and living room set were fine. The bed room set which consisted of 8pcs named Dimora Black 8 piece package with the purchase of and additional night stand. 5 out of the 9pcs were damaged the mirror, dresser, both night stands and chest. Mirror had defects and deep scratches in the finish, all the other pieces where full of deep scratches. After the delivery men trying to dicourage me not to send it back I decided to call customer during the time the delivery was there and sent all five piece's back. After setting up re delivery for the replacement of the damaged pieces I was inconvenienced by being without a full bedroom set and having to be home to wait for the furniture. This time the chest and two night stands were fine the dresser was not mirror still was damaged. I called costumer care about another mirror and set up another delivery. Next mirror came it was chipped. Called customer care again was told that gbis time a service tech would come out to access the issue later on that evening had to call customer care back to report to damaged drawers was reassured that service tech would be able to fix the issues. I waited a week in a half service tech came out. He did what he didto fix tge issues and I was told I needed a new drawer that nhe would order for me. I called couple days later to check on the status of my drawer it was never ordered I was told I would have to wait until December for new drawers or get a whole new dresser I optited for the new dresser. New dresser came damaged I did not eccept it delivery men took it back. I visited the store wanting to return the bedroom set customer care approved ended up paying more money for a new set 10%usage fee, $200 delivDesired Settlement: I would like my delivery fee for the new set $200 and the usage fee reimbursed

Business

Response:

Good Afternoon Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the multiple failed merchandise deliveries however, I am pleased that we have since completed delivery of the new reselected bedroom set.

Both the usage and delivery fee's charged to the new order are valid however, given your previous experience I will refund the 10% usage fee, $117.80 as well as half the delivery charge for a total of $217.80. This amount will be credited to your Wells Fargo finance account within 30 days.

Bob's Discount Furniture appreciates your business and will use your experience as an example during our next meeting and implement all changes necessary to avoid any duplicate future scenarios.

Review: I purchased a Bob O' Pedic from them in 2011. I was guaranteed that there would be no drooping and indenting to my mattress and that there was a 20 year warranty against it. Here I am 4 years later with a droop in the center of my mattress causing a terrible nights rest and back pain and I am being given the run around. I am being told that my warranty is voided due to small spots that do not go through to the mattress and have no cause for what my issue is. The customer care team, Supervisors and technicians have made me feel belitted and have not been of any help. I have purchased over $7,000 of furniture from Bobs and this is not the service I would expect.Desired Settlement: I asked that my mattress be exchanged or given a refund for this. The headache I am being caused is just unacceptable.

Business

Response:

Good Evening [redacted],

I’m sorry that you weren’t able to speak with me when I called you

this evening.

I have reviewed your concern and your claim for the Queen Sized

Bob O Pedic Mattress and I further apologize that your concern was not

addressed in an appropriate manner. We have made the proper arrangements to

address the internal training concern that you have brought to our attention

and thank you for taking the time to escalate your concern.

I have entered in a credit amount for your mattress based on the

price you paid via your original sales order. Currently this is listed under

credit number [redacted] in the amount of 726.93. You may visit any of our showroom locations

and use this credit toward the purchase of a new queen sized mattress of your

choice. On the new date of delivery, you schedule with your new sales person,

we will remove the current mattress you have and deliver your new selection.

If you have any questions or concerns regarding this transaction

or my response please feel welcome to call me at ###-###-####.

Kindest Regards,

Stephanie G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: We purchased several thousand dollars worth of products in August 2015. One product, a bed frame, is a completely unsafe product. It is now collapsing, after three technicians have supposedly fixed it. Screws came off, one piece with bolsters the frame came off, and the headboard leans back. It is now buckling and we cannot sleep on it. It is unsafe and we're afraid it will collapse in the middle of the night. I spoke with Ryan from customer service on 2/04/2016, explained my issue, and asked for a refund on this product. He said, according to the warranty, once a product is in the home, there cannot be a refund. He, again, offered to have a technician come to fix it, which has been of no use to us. I wasted two work days waiting for technicians (losing money). I asked to speak with a supervisor, which he then said no one was there. He said they were there from 8 am-8 pm. I called at 8:05 pm EST. When I told him that, he hung up on me. My account is under the phone number ###-###-####.Desired Settlement: I want a full refund on this product, even though their warranty stipulates we cannot get this. I also want to be paid for the two days I lost from work ($218 per day). The official position of only sending a technician is not sufficient. Since August of 2015 until now, they have come several times and the issue has not been rectified. Bob's being able to sell an unsafe product and hide behind a warranty is unacceptable. Again, we cannot sleep on our bed. It is about to collapse - and Ryan, the customer service rep, hanging up one me is even more infuriating.

Business

Response:

In an extreme effort to meet this

consumer’s demands for resolution we will make a one time only courtesy offer

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

they are able to contact our Customer Care Offices at ###-###-#### (Mon- Sat

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

processed.

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.

Courtesy Offer for Resolution:

If the customer would like to reselect to

a different bed we will provide a credit (store credit) of 100%. This 100% will

be based off of the original cost paid for the bed. We

will expect to remove the current bed the customer has in the home before or on

the same day the newly selected item is delivered. As an additional courtesy we

will provide the customer with a store credit for the full amount originally

paid on the Goof Proof Plus Protection Plan ($99.99) and we can cover the cost

of delivery removing and disposing of the current bed.

Kindest Regards,

Tracy [redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: We purchase from furniture about two years ago, our furniture currently have wear and teared. We were offered an insurance plan in the time of purchase we included it in our purchase because we thought it was a good idea. We have mad several claims about our furniture and every time they tell us aa different story and what our insurance cover. My wife and I are both two very hard working people who strive to purchase what we thought is good quality.Desired Settlement: I would like another furniture or credit for what we have purchase.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest

apologies to our customer for any disappointment they have experienced while

seeking to use the protection they purchased at the time of sale. Our

customer’s account indicates that this merchandise was delivered on 07/02/2013

and the last time we (Bobs Discount Furniture) were out to the residence was on

12.19.2014 (over 1 year ago).

Please know that this customer

previously filed a Revdex.com claim (last year) under claim# [redacted] this claim was closed due to not receiving a further response from our

customer.

I am copy/pasting our response from their original claim as it

remains the same as it was 1 year ago. Please note our records do not depict receiving

any other communications from this customer directly, since last year.

If needed Revdex.com please refer to the older

claim number [redacted] attachments as well.

Good

Morning Revdex.com,

We apologize that the customer is experiencing any disappointment

while trying to use the protection plan they purchased from us. [redacted]s known as their parent company) is a third party company and we

have, for many years, experienced a vast amount of approved claims through this

third party company. Our customer’s are usually very happy with the outcome of

their reported claim and based on the price they paid for the coverage our

sales associates and sales managers would have no reason not to boast about the

extreme value the protection plan carries.

We provide a general flyer at the time of sale that very clearly

indicates there are some exclusion(s) to the protection plan and the document

further encourages the consumer to read their full plan documents for the list

of exclusions. As the manager of the plan, [redacted] 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 [redacted] is continually sending

these documents as many claims for coverage are routinely approved.

In this consumer’s specific case I have attached both the sales

flyer (we provided at the time of sale) and the terms and conditions ([redacted]

provides) for your review. Please see the below section as this is clearly

listed under the exclusions of coverage section (starts on page 2 and continues

to page 3) within the protection plan:

EXCLUSIONS TO COVERAGE:

Leather or vinyl cracking or peeling;

seam slippage/ separation; stress tears/

rips, scratches, scars, leather finish

defects. Repair and replacement are specifically

excluded on split hides used in seating

areas.

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

the [redacted] company and are willing to look into this claim further and dispute

the claim with [redacted] on their behalf should we feel necessary.

At this time we ask that the customer provide photographic evidence via this

Revdex.com channel of the damage. As stated in the terms and conditions [redacted]’s

rule is that seam separations are not covered. Further reading of the terms and

conditions page will also indicate that an accident needs to be reported for

any occurrence to be covered. [redacted] has disclosed to us that the report the

customer gave them indicated seam separations (not covered) and the customer

did not provide them with any indication of an accident occurring c**sing the

damage they reported. Regretfully if more, appropriate information is not

presented from the customer we will be unable to help further facilitate a dispute

between our company and the [redacted] company.

To move forward please advise the customer that we require a minimum of four

(4) pictures (in color) for each item that is listed in the report to [redacted].

I have listed the requirements below to ensure our request is specifically

notated:

-Minimum 4 Photos of the Sofa Sectional:

- 1 Picture that clearly shows the entire facing surface (seats, inside backs,

arms) of the sofa sectional

- 1 Picture that clearly shows the entire back surface (seats, outside backs)

of the sofa sectional

- 1 Picture that clearly shows the damage marks at close range

-1 Picture that clearly

shows the damage marks 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

Review: Hi, I bought $ 3001.68 worth of furniture from the [redacted] store.They also sold me a warranty called (lily goof proof protection) for $ 149.00. My couch was damaged at a get together last year and I called the warranty guys, who told me to upload pictures on a website and also gave me a claim number. Three months went buy and I did not hear from them and after calling them many times and no answer.I went to the store in [redacted] and spoke with the manager because I paid them the warranty money.He told its a third party and they do not work with that company any more and will refund my $ 149.00. I still have not seen the warranty money yet after multiple phone calls.Thanks[redacted]Desired Settlement: I want my (lily goof proof protection) warranty money refunded $ 149.00.Thanks[redacted]

Business

Response:

Good Morning [redacted],

I am so sorry that you are finding a struggle while using the Goof

Proof Protection Plan you purchased through Bobs Discount Furniture. I can

understand your frustrations and I apologize further that I am unable to locate

any information within your record regarding the alleged agreement you made

with a Manager in our [redacted], ** location. I assure you that we would genuinely

like to aide in helping you get your claim resolved by using the Goof Proof

Plan you purchased.

I have spoken with the folks over at [redacted] and their records

indicate that in July of 2013 you were asked to send them photos of the

accidental damages that occurred to your product. At this time you told them “It

is physically impossible for me to send pictures to you”. You also indicated

that you would be visiting our Bobs store to try and schedule someone out to

take photos for you. Regretfully, taking photos of our customer’s furniture for

the purpose of a Goof Proof claim is not a service we currently offer but your

claim is still open with the [redacted] company as of today (2.27.2014). I

encourage you to please send these pictures to them so they can determine what,

if any, recourse they will be able to offer you for the original claim you

opened. As you have an open claim with this third party company we are unable

to offer you a refund on this plan, it is currently being used for the claim

number you were provided (I have listed below). It is also far beyond our

normal processes to refund our customers by monetary means after they have

taken delivery of their merchandise. I apologize if there was a

misunderstanding while you were visiting our [redacted] Bobs showroom a few months

ago.

Your claim number: [redacted]

Email address to send pictures to: [redacted]

Please send these pictures as soon as possible as your (5 year) plan

expiration date is 4.14.2014 and [redacted] is eager to help you further.

Sincerely,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I did upload pictures as they told me to do. They just did not wanted to honor the warranty and are giving excuses by saying its a third party and warranty money can not be refunded.

Sincerely,

Review: A month ago I purchased a bed from Bob's Discount Furniture, I went in the store to purchase it. They delivered the bed and took out the old bedding bed, mattress and all. Two weeks ago I ordered a chair on line, because I didn't see any "red flags" nothing in writing stating what the delivery men can or can't do. I ordered a living room chair thinking they would remove the old chair because again there was no indication anywhere stating that they would not. After a weather delay last week they finally delivered the chair. Before they brought it in I asked were they going to take out the old chair. To my

surprise the delivery man said, "no" we don't do that. I said yes you do you just did it last month with the bed. Because his English was limited he said no we don't. At that point I called their office and spoke to a young woman who stated, Yes, we will remove the bedding, but not living room furniture.

I asked why wasn't that indicated online on the website I am disabled and I would never have purchased the chair if they didn't remove the old furniture. All they would say is that I'm sorry we don't do that. This is a horrible and deceitful business even when I was in the store last month the salesman never at any point stated what the delivery men will and will not do, anymore than they did on their website.Desired Settlement: For them to come and either remove the old chair or the remove the new chair and refund my money, so that I can do business with a company that will remove the old furniture, before delivering new furniture.

Business

Response:

Good Morning Revdex.com,

Please pass

on our sincerest apologies for any inconvenience our inability to take old

furniture has caused our customer. We can certainly understand our customer’s

frustrations and assure our customer that we will look further into the alleged

coaching concerns she has presented in this complaint.

As a

business we do indicate in our informational trifold (this would have been

provided with our customer’s sales invoice at the time of sale) the following:

You

must ensure that the area where you want the furniture placed is clear, for

liability reasons, our delivery team cannot move or remove your own furniture.

&

We

will remove your old mattress and foundation when we deliver any new mattress

if you want us to do so.

I have

attached a copy of this trifold for your review – this information is located

under the ‘Delivery and Setup’ listings.

On this same

information pamphlet we also indicate by pictorial that if you have bough

bedding from us we will haul away your old mattress set.

This

information is also available via our website:

Q: Do your delivery

teams disassemble and remove old furniture?

A:

Unfortunately, we are only able to remove old bedding (mattress and foundation)

if you purchased new bedding from Bob's and have it shipped via Bob's Delivery

Service and it is safe and sanitary to do so. We cannot remove old bedding for

mattresses shipped via [redacted] under the Bob's Value Express program. We do not

remove old furniture. We suggest you call your city or town to determine the

best method of disposal, or search out a local charity that may be able to pick

up your furniture and benefit from its reuse.

We try

extremely hard to remain as transparent as possible with each and every

customer we are lucky enough to service and would never intentionally mislead a

consumer in any manner.

As the

customer has alleged that the original delivery team removed more than just ‘bedding’

this is a very serious allegation as it displays a direct neglect for the

policies and procedures we have been very successful maintaining with over

twenty years in business. We will most certainly address this original delivery

team accordingly on this failure and we apologize again that this customer was

left with any impression that removing furniture was an appropriate expectation

of our business.

Kindest

Regards,

[redacted] Bobs Discount Furniture

Corporate

Customer Care Liaison