Bob's Discount Furniture

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: Purchased a table and chair set. One table and 6 chairs. Purchased a Goof Proof Insurance from them at purchased. They promised that puncture, cracks, broken parts and etc were covered. The family has been calling every since back in February about the chairs. One chair was just replaced since the claim was placed in February 2013. The chair was just replaced on the 13th of August. Call about three other chairs with the same problems, now they claim after giving what's wrong according to asking the customer to tell the problem, after about 15 minutes they come back and say not covered. My daughter law called about the sectional set she purchased for us, the back is broken, they claim after giving all the information not covered. Speaking to the representative of the Goof Proof this morning ((X-XXX-XXX-XXXX) gave me the same information not covered. I mentioned that one chair was just replaced on the thirteenth. I feel that this is a scam. Sale person, [redacted] sales associate, (XXX-XXX-XXXX) explained what would be covered and is the reason of purchased. I have calling about this problem every since purchased back in 2012, I do have the extended warranty. I feel they took advantage of a senior citizen.

Product_Or_Service: Table with 6 chairs

Order_Number: XXXXXXX

Account_Number: Invoice # XXXXXXX

Desired Settlement: There policy for practicing when selling merchandise. Selling Goof Proof. Coverage. Want company to fulfill their promises.

Business

Response:

Business Response /* (1000, 5, 2013/08/27) */

Good Morning [redacted],

Thank you for choosing Bob's Discount Furniture.

I have reviewed your account as well as the terms of the goof proof plan.

Goof proof is designed to provide coverage against most in home accidental damage and some instances of frame damage. You indicated in the claim filed in April 2013, that the frame/legs of (1) chair broke, the vinyl on another chair was cracking and peeling and the spindles on another, was loose. Guardian accepted the claim for the leg/frame damage and replaced the chair however, cracking/peeling and loose spindles are results of normal wear and tear and not covered under the goof proof plan.

As a courtesy, we can schedule one of our technicians to tighten or reattach the spindles on the chair however, repair is not possible for the cracking and peeling, although you can purchase a new upholstered back for $40.00 and we will install free of charge, or a new chair for $79.00.

Your business is greatly appreciated.

Business Response /* (-10, 6, 2013/08/27) */

In regard to the sectional, the report provided our technician on, February 2013, indicate that repairs were successfully completed. What issue(s) with the sectional remain?

Review: Recently, I purchased $4,000.00 worth of furniture from this store. At the time of purchase I gave them our address for where we wanted the furniture delivered. Sometime between then and before getting the furniture, that address changed and was going to get delivered about 16 miles away. When my wife noticed it, she told the customer service agent that the address was wrong and that it needed to be changed. At that point we were told that they would no longer deliver that day and would have to change dates which was unacceptable to me. After finally getting them to agree to deliver it the same day they were supposed to I thought all was good, I was wrong. On the day of delivery, the driver called me to verify the time and I found out that he was still told to deliver the furniture at the wrong address. They told me that they would still deliver it, and guess what, the furniture was never delivered. Worst part, some of the customer service were rude and about as helpful as asking a chimp to do calculus.

Product_Or_Service: Furniture

Account_Number: 3360088Desired Settlement: I want my furniture delivered NOW!

Business

Response:

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the delivery issue and customer service you recieved.

I am pleased to learn that delivery of all items has since been completed.

Your satisfaction with our products and the service you recieve is our ultimate goal. I have shared your experience with our delivery and customer care managment team to ensure that changes necessary to improve the customer experience are implented.

Review: The sales representatives at Bob's Discount Furniture store in [redacted], NJ explicitly lied to me, and to others who were with me, about the Goof Proof protection plan. On a few occasions I specifically asked the sales reps about the particulars of the Goof Proof protection plan and I was told that any and all damage would be fixed and if the damage could not be fixed then the piece would be replaced. When I made the purchase I specifically asked about any exceptions or limitations because I thought the protection plan would be a good investment for me since my nephews live with me and I specifically told the rep that and he agreed and reiterated that any and all damage would be covered or the piece would be replaced if the damage could not be fixed and that the only thing not covered was lost or stolen items. However, the Goof Proof company and the reps at the Bobs store and at headquarters have left me utterly frustrated and feeling helpless because everyone has given me the roundabout, made excuses and changed their policies as they see fit in an effort to avoid fixing some small legitimate accidental damages. The Bobs reps at the store and at headquarters recently acknowledged that some of their customers have complained about the Goof Proof plan and a finally technician came to my house but he spent less than 1/2 an hour spray painting random parts of two pieces of furniture and completely ignored some of the damage that I had pointed out, and the spray paint he used in random spots doesnt quite match the original finish (color is off, matte whereas the original finish is shiny, and the texture is rough). The Bobs reps at headquarters had told me that if the technician couldnt fix the damages then they would replace the pieces but now they refuse to help me any further. They keep coming up with excuses and changing their policies and wont sent another technician to fix not just what the first technician should have fixed but also what the technician himself messed up.Desired Settlement: I would like for Bob's to send a technician to PROPERLY fix the damage that should have been fixed under the Goof Proof protection plas as it was described to me or if the damage cannot be fixed (the technician that came in fact made things worse) then I would like for the pieces to be replaced as was promised when I made the purchase.

Business

Response:

Good Afternoon [redacted],

Thank you for choosing Bob's Discount Furniture. I apologize if you misunderstood or were misinformed regarding the terms of the goof proof plan.

Goof proof is designed to provide coverage against most in home accidental damage. If a claim is approved, Guardian reserves the right to either repair, order parts or replace a damaged item. The goof proof plan is a contract between the Consumer and [redacted]; Bob's Discount Furniture does not have the ability to overturn a denied claim.

When damage is reported either after the expiration of the manufactuerer warranty or if the damage is unrelated to a defect; Bob's Discount Furniture will schedule a "best effort" service, meaning that the technican will do his best to restore the damaged item however, there is no additional recourse following a best effort service.

Bob's Discount Furniture appreciates your business however, we are unable to honor your request for a replacement. If you are disatisfied with the goof proof plan, you may cancel for a refund.

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: 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: 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: 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: I went and purchased furniture from them in the event that I would receive it within 21 days of purchase as was told to me by the sales associate and the manager. Which means I would have received my furniture the second day of my move in. I called numerous times too find out a delivery date after being told I would receive a call, I got no answer about the delivery until the 4th time I called and was extremely disappointed to hear that I have to wait an additional 27 days. I am now in my new place sleeping on an air mattress till the end of the month and will no longer be able to invite my family over for thanksgiving. In addition I paid an extra $500-$700 to have it delivered out of region and assembled in my new home. and when I asked to speak with a manager I was never transferred to one. the whole purpose of me going furniture shopping well over my move in date is so I can have something there when I move in... overall I am extremely dissatisfied, furniture less, and have yet to have a problem solved with them.Desired Settlement: I would like at least a refund for assembly and delivery, the money I had to spend on an air mattress because I have no bed for the next month.

Business

Response:

Good Afternoon [redacted],

I sincerely apologize for the inconvenience the availability

of your merchandise/delivery has caused you. I can understand your frustration

having been assured a delivery date previously and I truly wish we could get

this merchandise to you sooner than the current scheduled date of 11.30.2014.

As this delivery is part of our extended delivery region

program we are unable to break up the delivery dates and make separate deliveries

of merchandise that may be available from our warehouse now. This merchandise

is traveling to you in ** from our distribution center in ** and we must take

every precaution available to us to ensure the merchandise arrives to you in

the pristine condition you expect due to the lengthily trip it is making to

begin with. Your account indicates that some of the merchandise we had

previously shown as being in stock was delayed from the vendor’s overseas

shipment which ultimately held back the rest of the shipment due to our inability

to deliver separate shipments. While I certainly acknowledge your reasons for

feeling disappointed and seeking compensation Bob’s prides itself on providing you quality service and the best value

product for the price. Our primary focus is on making it right so that you are

satisfied with the product that you have purchased from us. We currently have a

delivery scheduled for 11.30.2014 to resolve your concern.

If you still remain

unsatisfied after your merchandise has been fully received we can revisit your

account and discuss what option we may have to accommodate you further.

Again I truly

apologize for the inconvenience this experience is causing you and that you are

still waiting on the furniture you purchased. If there was anyway to get the

merchandise to you sooner, I assure you that we would take that route immediately.

Kind Regards,

Bobs Discount Furniture

Review: I paid in full for furniture to be delivered at agreed time period wit sales rep. the sales rep never processed agreed time period so the furniture was not delivered upon request. I called customer service they cancelled shipment for that day and said they would email the manager of the store to call me. Manager NEVER called me. I called back for a refund, the manager would not get on the phone with me so another customer service representative had to help me. She rescheduled for today 12/12/14 and shipment never came. Called customer service- shipment was not scheduled. Called customer service again and spoke to three people. The first person was rude and could not help me. I told her I wanted my money back and she said I had to contact the store. I explained to her I did not want to contact store because manager didnt want to speak to me the first time I called and they never followed up with me from the first time. They said that there wasn't anything that they could do. I asked for a supervisor and she said it would take at least 24 hours for someone to get back to me... Unacceptable! Pretty much took my money and ran. I hung up and called back and waited 30 mins to speak to supervisor. They said they could offer me refund and will take 7-14 business days. I do not trust that this check will be issued due to the fact that it took me 1.5 hours for them to agree upon this.Desired Settlement: I want a full refund and I want people to be aware that this is how they conduct business. I have never had this issue before in my life. I am a sales rep in two different industries and have never seen customer service treat someone with such disrespect. If that was me at my job, I would be fired on spot. No one should have to go through that much when they paid in full and is trusting them with their money and a signed contract. THEY COULDNT EVEN SPELL MY NAME RIGHT AFTER REPETING IT 20 TIMES AND THEM SEEING HOW IT WAS SPELLED ON MY CREDIT CARD

Business

Response:

Good Afternoon Revdex.com,

We are sincerely sorry for the errors that occurred on our

end to cause this customer such distress. We completely agree with the customer

that the failure to continually schedule this order is our fault and we will absolutely

address the coaching concerns that have been brought to our attention. We are very disappointed that we were unable

to salvage our customer’s trust in our business.

The refund did not have to be processed in the form of a

check (taking 7-14 business days) and could have been processed back to the

customer’s original method of payment (credit card) via an unrecorded phone

line. Our records do indicate that the check option was selected by the

customer as their preference and I have ensured that the account is properly

updated to indicate the name/spelling the customer has listed in this Revdex.com

complaint of: [redacted].

I do understand the customer’s apprehension in receiving this

check and again apologize for the lack of confidence the customer has been left

with. Should the customer wish to have a

‘stop payment’ request placed on the check and the original credit card

refunded instead, that request can be made to us via our Customer Care

Department at any point in time. We have a ‘refund line’ available that remains

unrecorded for our customer’s protection during processing and we never maintain

full credit card numbers on file.

Kind Regards,

Bobs

Discount Furniture

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

Review: I paid for furniture on March 28, 2015 in the total of $2833.35 cash for a delivery date of April 10, 2015. I canceled the order on March 30, 2015 due to finding furniture at a different retail that I liked. I was told my refund could not be in the form of cash and I would receive a check within 16 business days. I have not received my refund due to an error Bob's made with the address not being entered correctly. I was told a stop payment could be issued and I would have to wait for a particular day of the week for Bob's to cut checks and the check to be mailed to me and this could take another 16 business days. I do not have another 16 days to wait on that amount of money, especially when I paid cash for merchandise that I did not receive.Desired Settlement: My desired outcome is that Bob's refund my money to me immediately in the form of cash since it is because of their error that I did not get my original refund in the form of a check within the Bob's policy time frame.

Business

Response:

Good Afternoon [redacted],Thank you for considering Bob's Discount Furniture for your home furnishing needs. While we would have loved for you to complete your purchase with us and showcase our furniture in your home, we understand that you have chosen to select a different retailer. I apologize for the delay in processing and receiving your refund check. Comments on your account (3/30/15) indicate that you were in the process of moving and the original refund check that we processed on April 1, 2015 may have gone to that address. We have since stopped payment and issued a new check. As a Consumer myself, I understand the need and expectation to receive any money owed to in a timely manner. I have shared your complaint with the Supervisor of our Corporate Accounting department and while we are unable to refund $2833.35 in cash; We will overnight a check to the [redacted] store and you will be able to pick it up tomorrow (Friday), April 24, 2015.Your patience is appreciated and we sincerely apologize for the delay and inconvenience.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: My wife has to have both shoulders replaced so we purchased a recliner from Bob's thinking it would help her sleep. The recliner was intended to be used in our home and this summer moved to our Recreation Vehicle. We were told that it would be delivered partially disassembled so that we could witness the assembly and later move it into the RV. The unit was delivered completely assembled and the delivery men did not know how to disassemble. We were told that, when the time came to move it into our RV, we could get the required services from Bob's. As a result we decided to keep it until my wife could see if it relieved her pain. It did not relieve her pain so we had the unit returned.The store offered us a store credit and, thinking that we could find a reasonable substitute we agreed at that time.However, we have tried and tried again to find a unit that will work but have not been successful. I requested a refund but was refused.Desired Settlement: I would like a refund instead of a store credit.

Business

Response:

Good Morning Mr. [redacted],Thank you for choosing Bob's Discount Furniture for your personal furniture needs. I sorry to hear that the recliner did not provide the comfort your wife needed or expected. Your satisfaction with the service and merchandise you receive is our ultimate goal.In an effort to remain fair to each of our customers, regardless of personal circumstance we provide written copies of our refund, service, privacy and mattress policy on the back and/or bottom of each sales invoice. I understand your specific reason for your purchase as well as your desired resolution for a full refund. When necessary we address each customer concern on a case by case basis; as a result we allowed you to return the recliner 6 weeks after you purchased it although returns are only allowed 3 days after delivery. I understand your unique situation and therefore, you have been offered a store credit as we carry many different style recliners such as those with heat and massage, power lift recliners, standard stationary recliners and power adjusted recliners.We truly value your business and ask that you revisit our store to explore the different recliners that are displayed on our showroom floor.Thank you,[redacted]

Review: I went to bobs to buy a recliner type couch. in talking with the sales lady I explained I have [redacted] and I have difficulties due to my illness. she showed me a 2 part sectional couch with recliners WHICH WERE PUSH BUTTON TO RECLINE FOR 700.00. (I SAT ON THE COUCH AND PUSHED A BUTTON ON THE SIDE AND MY FEET WENT UP)I PURCHASED THE COUCH EXACTLY AS I TRIED OUT AND SHE MADE OUT THE PAPER WORK AND TOOK ME TO A COUNTER TO PAY. NO ONE REVIEWED WITH ME WHAT WAS WRITTEN ON THE PAPERWORK AND I TRUSTED SHE SOLD ME WHAT I SAT ON AND RECLINED WITH A PUSH BUTTON. WHEN IT WAS DELIVERED TODAY THE COUCH IS NOT PUSH BUTTON AS A MATTER OF FACT IT IS VERY DIFFICULT TO RECLINE DUE TO MY ILLNESS AND DIFFICULTY TO PUSH AS THE RECLINER PART IS HALF THE WIDTH OF AN 86 INCH COUCH MAKING 43 INCHES OF RECLINER. THE STORE REFUSES TO REPLACE UNLESS I PAY 200.00 MORE. I BELIEVE THEY SOLD ME A PUSH BUTTON RECLINER FOR 700.00 AND BOB'S NEEDS TO MAKE THE SALE GOOD BY REPLACING THIS COUCH AND DELIVERING THE ONE I PURCHASED WHICH RECLINES WITH THE PUSH BUTTON I TRIED TO FILE WITH [redacted] BUT MY COMPLAINT WAS DENIED DUE TO THE INFO.THANK YOU.

Product_Or_Service: COUCH RECLINER (POWER)

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Replacement

REPLACEMENT WITHOUT ANY CHARGES TO ME. I PURCHASED THE COUCH FOR 700.00 AS IT IS WHAT SHE HAD IN THE DISPLAY AND IS WHAT I PURCHASED WITH THE PUSH BUTTON RECLINER. IF THE SALES PERSON MADE A MISTAKE AS THEY SAY IT IS UP TO BOBS TO MAKE GOOD ON THIS SALE. IT IS A CONTRACT AND IT DOES NOT EXPLAIN MANUAL AND/OR POWER ON THE BILL OF SALE MAKING THIER EXCUSE THAT I DID NOT READ THE PAPERWORK TO CLARIFY WHAT I BOUGHT, MUTE.

Business

Response:

Dear Revdex.com,I spoke with [redacted] regarding this issue on June 17, 2015; after reiterating her concerns to the sales manager of our [redacted] store, he agreed to honor her request. A $200 store credit was applied to [redacted]'s account and a new order for the power recliners was entered; delivery is scheduled for June 26, 2015.The recliners [redacted] purchased are available with either the power or manual option; the power is what was displayed on the showroom floor, yet she was charge for the manual recliners-which we delivered. This issue is set to be resolved upon completion of delivery on, June 26, 2015.Thank you,[redacted]

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 are seeking to recover a refund for a “love seat” that was returned to Bob's Discount Furniture LLC on Wednesday, October 7, 2015.

Please see below for time line of events.

9/27/15 – Purchased Magnum 2 Piece Package (love-seat and 3 seat recliner) in the amount of $1,305.38. Items were to be delivered on 9/30/15

9/30/15- Items were delivered to address, but we immediately noticed that the love seat could not fit in the living room area and asked the delivery team to take it back. Delivery team members said that we must contact customer care and inform them that we would like to return. We contacted Customer service, who assured that the delivery team to pick up the love seat. No one came or called. We called to enquire where the delivery team were but we were told that someone already left a message for us and the soonest that the delivery team could pick up the items would be on 10/7/15. We informed customer service that was un-acceptable and we would like an earlier pick-up date. We were denied that request. We also enquired about refund process wanted to confirm that refund would be credited to credit card. The customer service representative told us that we would not receive a refund on our credit card and a store credit would be issued for another purchase. We told them that was contrary to the agreement. The customer service representative promptly hung up the telephone on us. We called the customer service center immediately after and informed them that we were hung up on. We asked them once again when we would receive a refund. They confirmed that the credit card would be credited only after they picked up the love seat sofa. We enquired how soon after and the customer service representative informed us that we should see the refund soon after.

10/5/15 – Automated message from Bob’s furniture was left on our cellphone informing us that love seat would be picked up on 10/7/15 within a 4 hour window (4-8 PM).

10/7/15 – Love seat was picked at 3:00PM. We called customer service and asked them when would we see our refund. The customer service representative said that we would see it on 10/9/15.

10/10/15 – Called customer service to inform them that we did not get our refund. Had to explain the situation to several different customer service representatives, which resulted in the assurance that my refund would be returned to me on 10/14/15.

10/14/15 – called customer service to complain that I did not get my refund. The customer service representative claimed that my request was only processed on 10/10/15 and I would see my refund on 10/16/15. I politely expressed my dissatisfaction and aired my dissatisfaction about being lied to. I requested for the refund to be expedited. My request was denied. When I asked for a reason, the customer service representative stated that my request was already processed, and there is nothing further they could do.

10/17/15 - No refund still. When I called today, they informed me that the account department was closed and there is nothing that can be done about it until Monday. This is totally unacceptable.Desired Settlement: I would like my money refunded as promised.

Thank you.

Business

Response:

Good

Afternoon Revdex.com,

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

behalf of Bobs Discount Furniture I extend my sincerest apologies. I know

and acknowledge how unpleasant this entire ordeal has been for 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 account records for this customer indicate that as a follow up

to their status request on 10.17.2015 we spoke with them today (10.19.2015) and

were able to correct the errors present on our end delaying this refund. We

apologize for the lack of care associated with responding to this customer’s

concern and thank them for escalating their concern so that we may address the

obvious coaching concerns we have.

As the funds will be released from our system over night – tonight,

we expect no more than a 3-5 business day complete (please take into account

the time that the bank who manages this card may need to process) processing

return time to our customer.

We apologize again for the frustration our internal failures have

caused our customer.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I did not receive a telephone call from Bob's Furniture Store (BFS). I did not receive a voice mail, speak to anyone or get a missed call yesterday (10/19/2015). It is unfortunate that BFS would make a fictitious statement to to resolve this matter.

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

We absolutely made this phone call; I have double verified

the recording we have directly with the agent who made the outgoing call. Below

is the commentary from the account outlining the call made:

T/O DLAMotte

follow up with the

customer looking to find out why refund with processed back to card. Accounting found issue, has been corrected,

funds released today

Above Comments Added By T[redacted] ( [redacted])

On 10/19/2015 at 12:32

Again we apologize to our customer for wait that has been

associated with this refund however the funds have been fully released from our

end at this time.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Review: I placed a large order at the BOB's in [redacted] and had delivery scheduled for 10/3/15. Upon Delivery, [redacted] Swoop chair was broken in half when the delivery man unwrapped it from the box. Also one of the pillows was missing. The delivery guy called care to report the issue and he put me on the phone with a rep who confirmed the swoop chair would arrive 10/24 and the pillow would be mailed out. Later that night I moved the pillow from the corner arm chair and noticed there was a snag in the stitching on the seat portion. The pillow had been positioned conveniently by the delivery guy. I called Bob's the next day to report the issue. Instead of exchanging the arm chair they were only willing to send a repair guy to fix the snag. I was dissatisfied but didn't make it a big deal. Fast forward to today, my husband points out that the other arm chair has peeling leather on the seem. SO NOW IM DISGUSTED with the quality of the sofas. I call BOB's to request a refund on the 5 day old sofas and after holding for 20 minutes, the care agent tells me that they do not do refunds after delivery. I tell her that at no time was I informed of this policy and she directs me to the receipt which reads "You may request a full refund on orders for stocked merchandise at any time up until the time we deliver the merchandise to you or until you pick it up". This language is ambiguous and does not expressly state that there are NO refunds after delivery. Additionally, My delivery remains incomplete! I asked to speak with a supervisor. After holding for another 20 minutes Melissa A. employee number [redacted], repeated the same policy about another 10 times before I asked to speak with her supervisor (Dan C.) who refused to speak to me and conveyed the same policy via instant messages to Melissa. The lack of customer service from BOB's is disgusting and I want a full refund for all items. Now as im typing this complaint I notice another snag on a seat cushion! This is unreal.....Furthermore the Receipt has a guarantee that verbatim states "we grantee that our new products will be free from factory defects for one year from date of delivery or pickup" . Well so far it has only been 5 days and I have 3 defects on the sofa alone and one on a dining chair. I need a full refund.Desired Settlement: FULL Refund for order number [redacted]

Business

Response:

Good Afternoon Revdex.com,

We spoke with our customer this afternoon (10.20.2015) and

scheduled to have the living room furniture removed for a refund. We have also

included a partial delivery fee refund and a partial protection plan refund

based on the price paid for the sectional. The customer understands that they

will be mailed a check for the refund amount once the merchandise has been

removed from the home and returned to our distribution center.

We look forward to satisfying our customer with the delivery

for the remaining dining room chair on 10.24.2015 and apologize to our customer

for the disappointments they have experienced with this sales order overall.

Review: After speaking with the store about expected delivery time and coming home 20 minutes before the time I was told, they had attempted to delivery and already left. I received no calls, which they said I would. They cost me $300 in lost time. They blame me and will not deliver again for 5 days. I will lose more money now for time missed, and they offered a $50 gift card, refused to refund shipping, and will not work to find a solution that works for this customer. Most importantly, it needs to be noted that if informed with accurate information, I could have gotten home and returned to work. MISINFORMATION BY THEIR TEAM DIRECTLY LEAD TO THIS ISSUE.Desired Settlement: I would like shipping refunded and a price adjustment for lost wages based upon their mistake and not following through on customer service promises.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincere apologies for the concerns our customer

has experienced with the delivery of their merchandise.

We have verbally confirmed our customer’s acceptance of their

merchandise and complete satisfaction with their order/ complaint today

(11.17.2015).

Based on our direct communication with this customer our business

considers this concern closed as resolved at this time.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Corporate Customer Care Liaison

Review: We purchased a sofa, chair, & ottoman in late June 2015. By November, the leather from both the sofa and chair was flaking off. We called the customer service line and they offered to replace the item, or else we could go to the store and they would credit us the amount and we could get a different item. We were going to have it replaced, but the customer service person said she would not recommend that because they have had many problems with the leather flaking off on these. We went to the store and picked out a replacement sofa and recliner, which were less expensive than what we had previously purchased. I asked the salesman if they would refund us the balance, and he said that they would refund it to the credit card that the order was placed with. He then processed our order, and then the office people refused to credit us and said instead we would have to take a store credit for the difference. So then we had to cancel the newly picked out stuff, and now they are sending us the same furniture again which they have told us they have multiple issues with, and have refused to refund any of our money, only to give a store credit. I also asked the store manager who above her I could speak with, and she told me there was no one else who could help me, that this decision was made by "customer care" and nobody else in their organization could change this.Desired Settlement: In my opinion this business should take bake their defective product and issue us a full refund for the purchase price and warranty we paid for. They acknowledged it's a defective product and they are having issues with it. We were perfectly happy to have tried something different from their store, but I don't feel we should have had to accept a store credit for the difference. At this point I don't expect that anything will be done, but I felt the the Revdex.com should be aware of what I consider terrible customer service, misleading sales people, and rude manager.

Business

Response:

Good Afternoon Revdex.com,

We apologize that our customer

experienced any disappointment with their furniture and we assure our customer

that we have stood behind taking ownership for the defect experienced and

making the concern right under the policies set forth during the time of sale.

Furniture today is primarily

manufactured in mass qualities and while a defect can occur it does not make

the entire product line thereafter defective. We are also sorry that we were

unable to honor the customer’s request for a refund; we stand behind the

policies that we have in place in order to keep all resolutions fair for all

customers alike.

Our records indicate that we have

delivered the exchanged items successfully as of 11.21.2015. We apologize to

our customer again as it was never our intention to cause them any disappointment.

Kindest Regards,

Stephanie a. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I ordered a couch from Bobs in March 2013. One of the recliners was defective and a tech came out to my home to fix it. The tech said that the problem could not be fixed and that we would have to go into the store to get a new couch, since ours had been discontinued. We chose a similar couch, and after a back and forth with the store who was saying we would have to pay for the new couch, an even exchange was finally approved. We have had somewhere in the neighborhood of 10 deliveries of the new couch pieces, all of which have been incorrect. We have taken off of work and spent hours on the phone to address the issue. After calling today, I was told we could expect the next delivery in March 2016. I have also been told that the company will not address any refund or compensation until the order is complete; which will seemingly never happen. I have spent more money taking time of off work than the couch is even worth, and at this point I feel that Bob's is keeping my money with no plan to deliver the merchandise that I paid for. Even if they do; 2 years is an outrageous amount of time to wait for product delivery.Desired Settlement: I would like to be refunded for the couch since I have taken time off of work waiting for countless deliveries and have not been afforded use of my couch for 2 years. I would also like for the order to be completed correctly to include complete delivery of all of the pieces that I paid for.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest

apologies to the customer for any inconveniences they have experienced with

their product. As the customer has selected to use your mediation services and

their account is certainly complex I have provided a breakdown of what our records

currently indicate (below) to start. I am unable to reasonably determine how

the item hasn’t been able to be used for two years as a failure from our

business and I am unable to locate anywhere near 10 deliveries of the new

sectional.

I see the initial date of

delivery for the first sectional and recliner to be 3.29.2014.

The first concern was reported on

2.14.2015 (nearly a year after the delivery) and serviced on 2.14.2015. The

main concern at that time was with (1) of the (5) items delivered to the customer;

a cracked footrest on an arm less recliner to be specific.

The same day of that one and only

service call we determined the defective item was no longer available for sale

so the customer was offered a re selection credit, not only on the entire sectional

but also on the matching power recliner chair that had no concerns and had been

in the home and in use for nearly a year.

During the re-selection the customer elected to select an

item and have it special ordered in a special color (this means not a stock

item that is readily available to deliver). The wait time on this special order

color looks to be around 16 weeks (4 months) as it comes from and overseas

vendor and is literally built just for this one customer from start to finish.

Please note the original merchandise remained in the home during this wait time

and I assume continued to be used.

The initial delivery date of this

new special order sectional was 6.13.2015 and it was at that time that the

customer relayed to us that the order hadn’t come as they anticipated. I cannot

and will not pretend to know what transpired at the time of sale in February of

2014 however the customer asserted to us that the sales person was instructed

to write up (2) arm less power recliners and wrote on their order for (2) arm less chairs –non reclining units.

On 6.13.2015 the account shows an

arrangement to have only (1) arm less chair switched for (1) arm less power

recliner. In all reality if the customer

was charged for the special order sectional to have arm less chairs – non

reclining units and then wanted the sectional to actually have reclining units

instead there is an obvious retail up charge associated with the difference in

the product. Based off the information the customer has communicated and

the account history it is my personal belief that the customer fought the up-charge and our store, in trying to meet their demand, granted them a full

coverage re selection on (1) of the (2) arm less chairs.

Please

keep in mind this is still a special order color so the merchandise (1 Arm less

Power Recliner) needed to be built from start to finish and shipped to the customer

on an overseas container again. The customer accepted the special order

sectional as delivered on 6.13.2015 and again had use of furniture while the

replacement special order item was on order from the manufacturer.

The next delivery date I located

reflects 11.25.2015 and on this day our records show that the customer

communicated they were expecting (2) new chairs and not just (1). We certainly

take responsibility for the customer care agent speaking with this customer not communicating the appropriate information

as it appears that our customer care agent neglected to review the paperwork

and explain to the customer that we had only ever ordered them (1) replacement

chair – not (2).

The next delivery attempt (Attempt

#3 on the new sofa) was incorrectly scheduled for 12.02.2015; again this is

certainly our error for several reasons including the fact that it clearly

takes around 16 weeks to get this color from the vendor (note the previous two

attempts). Due to the lack of attention we provided this call on 11.25.2015 the

delivery attempt on 12.02.2015 failed our customer.

Currently the account shows that

we have (1) special order color arm less power recliner on request from the

manufacturer for this customer and regretfully yes there is a wait time

associated with this item as there was with the other items specially ordered

by the customer. As the retailer in this scenario we have no control over this

wait time and apologize that it exists. The account reflects that the customer

hasn’t had to pay any additional fees for the upgrade in merchandise and that

in it self can and should be considered as compensation from our business. The

customer is essentially getting more than what they actually paid for at this

time.

We do understand our customer’s

frustrations and we apologize for the original miscommunication of arm less

chair vs. arm less recliner spiraling into more inconvenience due our agent’s

negligence and do take responsibility for these concerns however as a business

we currently have the appropriate resolution in place for this customer.

Kindest Regards,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Business

Response:

Good Afternoon Revdex.com,

I apologize to our

customer for any perception they have of my response trying to “glaze over”

their inconveniences. The response I provided fully disclosed facts associated

with this scenario and took ownership for the failures we have caused to our

customer.

As previously indicated -I cannot and will not pretend

to know what transpired at the time of sale in February of 2014. The customer

certainly has the right to allege that they told their sales person that they

wanted two armless recliners instead of two armless chairs in their sectional

however I can provide a copy of the receipt from this order indicating that the

customer was getting armless chairs and not armless recliners. Please also

consider that our customers commonly sign their invoice confirming what they

are receiving (and being charged for) prior to leaving our store and this

invoice copy (which has been attached) indicates other items that were in fact

purchased as reclining units.

I do apologize further if the personal belief I

communicated was inaccurate, as the customer is indicating that they did not

fight an upcharge this means our retail location changed the pricing on the new

orders they created in an effort to aide this customer fully rather then

question the documentation we have confirming armless chairs vs. armless

recliners. The outcome still reads as an additional step our business took to accommodate

our customer.

I can absolutely

acknowledge the reasons why the customer feels they are owed something

additional after their concerns have been resolved and as a business we

certainly do want to provide our customer with a token of our apology after we

have been able to rectify their concern. Right now we are working to resolve

the concern we caused and have the appropriate resolution in place to do so,

making the concern right and delivering the customer what they expected is the

responsibility that is owed from our business to the customer. While it is a

kind thing to do, a business in any

industry cannot be forced into compensating a customer because there was a failure,

the business can and should be held accountable to make that failure right and

our business is currently ensuring that happens. The act of compensating a

customer is administered at the internal discretion of any business and Bobs

Discount Furniture believes in resolving the customer’s concerns, thus honoring the original promise

made, prior to discussing what type of final apology offers we have available

to our customer.

Kindest Regards,

Stephanie *. G[redacted]

Bobs Discount Furniture

Customer Care Corporate

Liaison

Consumer

Response:

Review: [redacted]

While I appreciate the apology, in a business transaction goods are expected to be delivered in a timely manner after payment has been made in full. Since I have not been able to use said goods within a timely manner, I thought that it would be more than reasonable to receive some compensation as I continue to wait. However, it seems that Bob's is unwilling to make that concession. I will continue to pursue compensation after the delivery, assuming that at some point it will be correct.