Bob's Discount Furniture

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

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies to our customer for the

disappointment they are experiencing in their product. Our records indicate

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

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

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

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

warranty coverage for factory defects expired.

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

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

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

integrity of our service technicians and the qualifications they receive

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

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

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

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

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

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

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

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

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

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

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

Please note that while in the residence the technician also

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

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

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

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

merchandise and that defect has been appropriately reported within the warranty

timeline set forth.

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

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

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

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

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

processed.

As this is

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

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

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

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

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

time of sale.

Option for

resolution:

We can

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

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

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

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

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

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

selected merchandise.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

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

Sincerely,

Review: 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.

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

Business

Response:

Good Morning Revdex.com,

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

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

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

The Goof Proof Protection Plan this customer purchased is honored by a third party company called ‘Guardian Protection Products Inc.’. We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusions. As the manager of the plan, Guardian is responsible for sending the consumer the plan documents. Should the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for review. Had we been made aware of the need for these terms and conditions we most certainly would have provided them upon any request. As it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that Guardian is continually sending these documents as many claims for coverage are routinely approved.

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

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

Kindest Regards,

Stephanie A. Gauthier

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

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

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

Business

Response:

Good Morning Revdex.com,

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

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

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

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison <

Consumer

Response:

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

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

Business

Response:

Good Morning Revdex.com,

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

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

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

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

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

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

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

Kind Regards, [redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

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

Business

Response:

Good Afternoon Revdex.com,

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

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

acknowledge how unpleasant the initial delivery experience must have been for

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

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

with so much disappointment during such an important purchase.

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

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

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

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

addressing the obvious coaching concerns the customer has brought to our

attention and will take the appropriate actions.

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

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

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

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

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

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

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

Bob’s prides itself on providing quality service and the best

value product for the price. Our primary focus is on making the concern we

caused right so that our customer is satisfied with the product that they have

purchased from us.

We have continued as a business to address this individual’s

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

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

result of our failures.

At this time we are looking forward to completely resolving this

customer’s concern on 2.07.2015 and should the customer still be seeking a

further apology amount from us they will be able to speak with our Customer

Care Office prior to the delivery team leaving their residence on 2.07.2015. We

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

we are able to offer.

Kindest

Regards,

Consumer

Response:

Review: [redacted]

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

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

Business

Response:

Good Morning Revdex.com,

Please pass on our apologies for any confusion our customer is

experiencing as a result of communications from multiple departments.

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

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

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

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

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

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

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

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

Revdex.com.

From what I have gained the customer was originally provided with

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

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

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

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

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

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

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

Bill indicates that he and the customer agreed that he would

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

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

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

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

paperwork using his authority to properly execute all transactions. This

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

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

store gift card while its in process.

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

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

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

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

amount.

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

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

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

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

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

concerns.

Please advise the customer that it is recommended that she

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

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

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

concern.

Kindest regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,

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

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

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

Business

Response:

Good Afternoon Revdex.com,

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

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

several different levels and we remain very embarrassed regarding the failures

we caused to our customer.

We can certainly understand

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

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

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

successfully delivered as of 8.28.2015.

Bob’s prides itself on providing quality service and the best

value product for the price. Our primary focus is on making the concern we

caused right so that our customer is satisfied with the product that they have

purchased from us. Normally we offer any type of additional apology in the form

of a Bobs Discount Furniture Gift Card because as a business we understand the

importance of earning our customer’s trust back and proving to our customer

that delivery failures are not part of the normal daily operations that have

helped us grow to be one of the largest furniture retailers in the U.S. We also

wish to provide our customers with a tangible item as a further form of apology

rather than just committing to the act of pacifying someone with a monetary

amount. Should the customer wish not to provide us with another opportunity to

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

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

locations as our free gift of apology.

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

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

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

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

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

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

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

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

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

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

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

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

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

respond back to us via this Revdex.com channel:

:#1:

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

amount of the delivery fee paid ($229.99)

-Or-

Option #2:

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

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

original method of payment.

-Or-

Option #3:

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

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

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

again for the concerns our failures caused to her family.

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

Business

Response:

Good Morning [redacted],

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

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

about your experience with us andI

don’t blame you for being very upset and ultimately canceling your order; on

behalf of Bobs Discount Furniture I extend my sincerest apologies. I know and acknowledge how unpleasant this

entire ordeal has been for you and while I know this is your Bobs experience I assure

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

so much disappointment during such an important purchase. I truly wish I could go back and undo what has

transpired to cause us to loose you as a customer.

Your

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

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

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

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

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

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

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

addressing the obvious coaching concerns you have brought to our attention

within our staff and will take appropriate action.

Your

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

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

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

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

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

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

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,