Bob's Discount Furniture

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

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest

apologies to our customer for any disappointment they have experienced while

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

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

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

12.19.2014 (over 1 year ago).

Please know that this customer

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

customer.

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

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

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

If needed Revdex.com please refer to the older

claim number [redacted] attachments as well.

Good

Morning Revdex.com,

We apologize that the customer is experiencing any disappointment

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

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

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

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

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

extreme value the protection plan carries.

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

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

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

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

the consumer the plan documents. Should the customer decide that they would

like to review the complete plan documents as the flyer suggests and they don’t

have these documents, we assume (as any retailer would) that the customer would

then try and obtain said documents for review. Had we been made aware of the

need for these terms and conditions we most certainly would have provided them

upon any request. As it is not typically a document we provide we literally

have no way of knowing whether the consumer has received the complete plan or

not and we see no reason not to trust that [redacted] is continually sending

these documents as many claims for coverage are routinely approved.

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

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

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

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

to page 3) within the protection plan:

EXCLUSIONS TO COVERAGE:

Leather or vinyl cracking or peeling;

seam slippage/ separation; stress tears/

rips, scratches, scars, leather finish

defects. Repair and replacement are specifically

excluded on split hides used in seating

areas.

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

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

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

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

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

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

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

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

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

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

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

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

between our company and the [redacted] company.

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

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

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

notated:

-Minimum 4 Photos of the Sofa Sectional:

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

arms) of the sofa sectional

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

of the sofa sectional

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

-1 Picture that clearly

shows the damage marks at a distance

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

resolution we may have to offer this customer.

Sincerely,

Stephanie G[redacted]

Bobs Discount Furniture

Corporate Customer Care Liaison

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

Business

Response:

In an extreme effort to meet this

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

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

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

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

processed.

As this is a one time courtesy- It should be expected that for any

future occurrences of concern, on any other sales order, this individual

consumer is agreeing to adhere to the terms and conditions of their warranty

coverage and the determinations of Bobs Discount Furniture’s Service

Professionals. Our Service Policy is fully disclosed on the customer’s sales

invoice and provided at the time of sale.

Courtesy Offer for Resolution:

If the customer would like to reselect to

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

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

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

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

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

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

of delivery removing and disposing of the current bed.

Kindest Regards,

Tracy [redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I purchased a leather sectional from Bob's Discount furniture on 2/11/10. At that time I also purchased a furniture protection plan for 5 years. Bob's furniture store calls it, "Goof Proof Protection." It says on the pamphlet, "Bob's Goof Proof Protection provides comprehensive coverage against stains, damages on leather, fabric and vinyl upholstered furniture as well as wood and other hard surface furniture." I have some minor tears in my leather sectional. To file a claim, I have to take pictures and fill out paperwork online. I submitted all the necessary paperwork in a timely fashion. Bob's replied back in about a week that the tear is not covered. When I spoke to customer service they said it was not a tear it is a peel of the leather. First, they are using a play on words not to cover. Second, It says it right on the pamphlet, "Provides comprehensive coverage against stains, DAMAGES ON LEATHER." If they are not going to honor their protection plan then I want my $179.99 plus tax back that they charged me. I explained all of this to them and they will not fix my sectional or refund my money.Desired Settlement: I would like a refund for the extended warranty that I paid for. I paid $179.99 plus tax (NY state is 8.625) which comes out to $195.51 I would like a refund for $195.51

Business

Response:

Good Morning Revdex.com,

We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us. Guardsman is a third party company that we have, for many years, experienced a vast amount of approved claims through.

Our records do not indicate that our business (Bobs Discount Furniture) has had any interaction with this customer since the delivery date that occurred nearly five (5) years ago.

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, Guardsman 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 Guardsman is continually sending these documents as many claims for coverage are routinely approved.

We again apologize that the customer didn’t receive the service expected from the Guardsman company and are willing to look into this claim further and dispute the claim with Guardsman on their behalf should we feel necessary.

At this time we ask that the customer provide photographic evidence via this Revdex.com channel of the damage. As this merchandise has been in the home for such a long period of time (5 Years) and is very far out of any warranty/responsibility period thru Bobs Discount Furniture directly, we require a detailed photo submission so that we can enter into a dispute should it be deemed suitable.

To move forward please advise the customer that we require the minimum pictures (in color) as listed below for each item that is listed in the report to Guardian. I have listed some detail below to ensure our request is specifically notated:

Photos of the Sofa Sectional Requested:

- 1 Picture that clearly shows the entire facing surface (seats, inside backs, arms) of the sofa sectional.

- 1 Picture that clearly shows the damage marks at close range (each “minor tear” should be showcased for review –customer’s Revdex.com complaint is not specific as to how many there actually are).

-1 Picture that clearly shows the damage marks at a distance (each “minor tear” should be showcased for review –customer’s Revdex.com complaint is not specific as to how many there actually are).

We will review these photos and respond with what, if any, options for resolution we may have to offer this customer.

Kind Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: Bought this sofa on July 2013. After 18 months we see the cushions are fully sinking and we feel like almost sitting on the frame of the sofa! The springs are no more able to hold you up. When we reported this issue in Feb 2015, a service technician from Bob's visited and checked. He did not even sat on the sofa to test. He just used his hands to test how cushions are and told that this Sofa is not being manufactured anymore and this can not be serviced also. When checked with him about the replacement, he said it is not possible! Before he left, he also gave us a kind of warning that we have to be little careful when we sit, because the spring could pop out any time!

When further called the Customer Care (couple of times), to follow up, we were told that Service Technician reported this issue as 'Normal wear and tear' and hence not covered under any warranty! I am not sure how a defective spring is not a 'manufacturing defect'. In fact, when I bought this sofa, I was pushed by the Sales Rep to purchase 'Goof Proof Plus', by paying additional $50. This Goof Proof Plus is supposed to cover the Sofa up to 5 Years. Now, after 18 months, with a spring defect being classified as 'normal wear and tear', I have absolutely no support from Bob's. If Bob's Product is not able to withstand to its quality up to 5 years, I am not sure why they sell a warranty for 5 year! Finally, Along with the money I paid for Sofa, additional 'Goof Proof Plus' cost I paid is also in vain.Desired Settlement: Either service the product to its quality or replace.

Business

Response:

Good Afternoon Revdex.com,

We apologize to our customer for the

disappointment they have in the wear pattern of their product.

Our records indicate the following:

This sofa was delivered on 07/10/2013 and

the first concern for “sinking” was reported to us on 2/07/2015.

Following the guidelines of the ‘Goof

Proof Plus’ protection plan and our ‘Service Policy’ as communicated on our

sales invoice (also commonly signed by the consumer prior to leaving our retail

location), a service professional was sent to the home on 2.13.2015 to

determine if the product was experiencing a concern as a result of a factory

defect.

Our technician’s report indicates there

is no defect present and this particular model sofa is acting up to

manufacturing standards following the wear pattern the item appears to be

receiving in its environment. The seats may feel less resilient to the customer

than they did when they originally purchased the item and in all legitimacy a

loss of resiliency should be expected to occur over a period of normal use on

any seat. Our technician’s findings actually indicate –No Spring Concerns

Present.

Our technician is factory trained by the

vendor to distinguish a factory defect concern verses a normal wear and tear

concern and like many other protection plans sold industry wide Goof Proof Plus

does not cover an item for normal wear and tear. I have also included a

photograph of the sofa that we took while in the home for review, there appears

to be no sag present as the definition of a sag depicts that the product should

reflect an inward –loose hang without additional pressure being applied to the

object containing the sag. We stand behind the integrity of our professional

technicians and the reports they provide us with.

In an extreme effort to meet this

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

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

they are able to contact our Customer Care Offices at [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.

Courtesy Offer for Resolution:

If the customer would like to reselect to

a different set we will provide a credit (store credit) of 80%. This 80% will

be based off of the original cost paid for the sofa. In the interest of

fairness we would ask that if the customer wants the new furniture they select

to be delivered they cover the cost of that service as delivering the

merchandise has always been a charge we maintain separate from the cost of our

merchandise. We will expect to remove the current Sofa the customer has in the

home before or on the same day the newly selected item is delivered. As an

additional courtesy we will provide the customer with a store credit for the

full amount originally paid on the Goof Proof Plus Protection Plan ($49.99) and

we can cover the cost of removing and disposing of the current sofa as we

continue to stand behind the integrity of our technician’s report.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: furniture was purchased on 07/20/15 / delivered on 07/24/15 == second delivery was done a week later furniture was week later a technician came to my house and told me that this is a defect & someone from Bob's will call me to take care of it. I never gat a call- I called the they would not take care of it = they say it is up to standards == I have had it less than a month - have received splinters from the night tables= delivered with defects / they refuse to correct- repair - or pick up the furnitureDesired Settlement: If they will not completely repair or replace all the furniture / than pick it up / I do not want defective merchandise

Business

Response:

Good Morning [redacted],

I apologize that you are experiencing any concerns

with the furniture and I’d certainly like to help you move forward in any way I

can.

Can you please clarify why you feel your item(s) are

defective? Our technician reported to us on 8.05.2015 that there were no

defects present therefore nothing for us to repair as your demanding here. I

have included your initial report to us and our technician’s report below for

all parties to review:

Customer’s initial report:

Dresser OSB rsf (Outside

Back & Right Side Facing) top corner has a 1/2" chip in the wood

Above Comments Added By [redacted] On 07/29/2015 at

14:33.

Technician Notes from

service visit:

Per tech [redacted]; in 1130-1140

Dresser OSB (Outside Back) rsf (Right Side) top corner back panel-

1 extra screw hole.

Normal/good

2 nstands: top underside marble rough-

Tech: inspected

Normal/good

Tech calling from road- due to wait time -

Above Comments Added By [redacted] On 08/05/2015 at 12:29

Your nightstands have ‘Marble’ (stone) tops, however I

cannot see that causing you to receive a splinter, is there a new concern with the

nightstands that you haven’t reported to our Customer Care Office prior to opening

this Revdex.com mediation channel?

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:the facts are not accurate / honest / no good faith effort has been made to resolve my issues and concernsCustomer Service has been misrepresenting / obscuring and omitting facts.I told them from the beginning what the problems where. They assured me that it would be taken care of to my satisfaction.

Review: We purchased a sofa and loveseat in November 2011. After 3 years of light use, the surface of the leather sofa began to flake off of the seat cushions. The flaking in recent months has accelerated to the point where it is an embarrassment to have this sofa in our home. We purchased the 'Goof Proof' protection plan, so I wasn't too concerned. According to the literature used to sell us the service, the protection provides "comprehensive coverage against stains and damages on leather" and "covers it all". Not only is this written in the flyer that was handed to me, but the salesperson also raved about the coverage because it covered everything - they would even replace the furniture if there was a problem they couldn't fix. I was hesitant to purchase the bonded leather but was assured this material was superior to regular leather because it is real leather that goes through additional processing to form a material that is exceptionally strong. Well, when I called to file a claim under the warranty that I purchased, I was told that this flaking is actually known as 'peeling' and it is totally normal for this to happen and it is not covered because it was not the result of an accident and it is not a manufacturer defect. The representative went on to explain that it is the nature of the material they used to make the sofa and is expected within 3 - 5 years, so there is nothing they would do for me. The warranty company referred me back to Bob's. I emailed Bob's directly on Monday and again today and they have not responded. When I called their Customer Care hotline today, the man there just kept repeating that there was nothing he could do because the manufacturers warranty has expired.

I wish the salesperson told me the material would disintegrate after a few years! I would have never bought it and I certainly wouldn't have spent additional money for a warranty on something that, according to the company AFTER I purchased it, isn't supposed to last much more than 3 years!! I feel I was lied to by the salesperson and deceived by the false /deceptive advertisement within the flyer they gave me that clearly states that it is 'comprehensive coverage' 'that covers it all'. I am just beyond frustrated at this point looking at this ugly sofa and being told nothing can be done!!Desired Settlement: I would like for Bob's to stand behind the product and protection that they sell by repairing, replacing or offering a credit for the furniture that has fallen apart after about 3 years of light use.

Business

Response:

Good Morning Mr. or Mrs. [redacted],

I am very

sorry for the disappointment you are experiencing with your bonded leather set.

I assure you that Bobs Discount Furniture cares very much to satisfy all our

customers and we stand behind the quality of our products including the

comprehensive protection plan we offer. In 2011 the protection plan you

purchased and coverage your merchandise maintains is honored and managed by a

company called Guardian. This information was disclosed on documentations

provided to you at the time of sale, Guardian is an excellent company who is

also Revdex.com accredited. While we are partnered with this company to offer this

plan we are unable to force them into honoring any individual’s claim for

damage.

Bonded Leather offers the look of luxury at a much more affordable price point

and as its name depicts, bonded leather is real leather that is adhered (or

bonded) to a fabric backing with a strong adhesive. Over time and with any

amount of usage the heat from our bodies and friction from use causes expansion

of the molecules that join the bonded leather to the fabric backing. Bonded

Leather is manufactured the same way industry wide and peeling over

time is not isolated to the bonded leather products we sell at Bobs Discount

Furniture. If you continue to purchase/maintain bonded leather furniture in

your home regretfully peeling can occur based on the nature of this material’s

manufacturing process. You have had this set for nearly four years and in

that nearly four year period our records indicate that you have not reported

any issues to us before now. The Bobs warranty on your merchandise expired over

three years ago and as this concern does not stem from a factory defect in the

product’s workmanship and is viewed as normal wear and tear industry wide, we

are able to make a store credit offer to from a place of extreme courtesy and

care.

If you would like to reselect to a different set, made of a different material

that may fit your furniture needs better we can offer to credit you 70% of the

original cost you paid for both the Sofa and the Loveseat from your ‘Apollo’

set. In the interest of fairness we would ask that if you want the new

furniture you select to be delivered you cover the cost of that service as

delivering the merchandise has always been a charge we maintain separate from

the cost of our merchandise. We can offer to remove the current Sofa and

Loveseat you currently maintain on the same date we deliver the newly selected

merchandise and cover the cost of disposal for you.

Please let me know if this option for resolution is acceptable to you and I

will process the necessary paperwork and have our retail location contact you

to make you aware of your available credit.

Kind Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: In April of 2014 my wife [redacted] and I were shopping for a new sofa set to replace one in our living-room. My wife and I enjoy supporting local businesses and drove to Bob's Furniture in [redacted]. I had heard negative things about Bob's but felt they deserved an opportunity. When you arrived your greeted by several sales people eager to assist you. I later learned that commissions on sale play an important part. A female associate, very nice showed my wife and I several different sectionals in leather. I did voice my concerns about what I had been told about Bob's but was reinsured that their protection plan was the best in the business. We settled on a leather sectional and opt for the interest free monthly payments for one year which totaled over $2,000.00 thousand dollars. The sectional was delivered a week later and the wiring including the plastic power boxes controlling the recliners placed under the couch. Several months ago the recliners stopped working properly. This continued for months which be believed was a faulty control switch. I checked under the sectional a few months later and noticed that two of the plastic power boxes were crushed from the chair reclining. The power boxes were never mounted to the furniture and apparently moved when reclining the chairs causing the damages and had to be taped by me. Additionally, the left side recliner cracked one evening when my wife was reclining the foot rest. Further examination verified that the wood both under the seating area of the chair and the foot rest cracked. Additionally, the back section of another recliner was no longer returning to the full upward position providing support. I called Bob's Furniture the week of November 15th and received an appointment on November 25th to examine the sectional.

On November 25th, the technician arrived at 12:30 in his own personal vehicle. He entered my home with no tools, no equipment, and unable to speak English enough to hold a proper conversation and attempted to question me regarding the couch. He flipped the couches over and verified that two of the three power boxes had been damaged from the recliners, and also verified that the left hand recliner was in fact totally damaged with the wood cracked both in the seating area and foot rest. While conducting his so called investigation, we never spoke about what caused the cracking in the recliner because of the language barrier preventing any proper formal inquiry. After providing a flashlight which he did not have, he asked to use my cell phone to call the office amazing me, no phone. After speaking with someone for several minutes I was given the phone while he left and the investigation concluded. I then spoke with Customer Service, just another great experience. I was told that the damages were NOT FROM NORMAL WEAR and that the technician could do nothing to repair or address the matter. Something I realized when he originally arrived with no tools, no light, no phone, and unable to speak English preventing any conversations. I was told that I would need to contact GOOF PROOF, an insurance we paid for when originally purchasing the sectional for an additional $200.00 dollars covering all problems. I became very upset and questioned how a determination could be made that the damages were not from normal wear instead of a defective recliner considering the other three were not cracking. My wife and I are 55 plus with no young children living at home jumping on our furniture. After calling Goof Proof, the insurance we paid for as directed by customer service explaining the situation, we were told that coverage could not be provided based on the report provided from they're so called earlier investigation at my home. An investigation never properly conducted due to the reasons above or any consideration that the left recliner was defective when delivered. We called the store one more time and were asked to provided pictures of the sectional and its condition. I also asked how a determination could be made favoring the store and insurance provider when no supporting evidence (damaged leather, tears, rips, etc) existing. It's logical that intentional abuse is visibly obvious but in this case does not exist.

In closing my wife and I are strongly warning anyone considering a purchase from Bob's Furniture to RUN-RUN- RUN and shop elsewhere. This company obviously sells defective, shoddy, and lower quality products with no consideration to customer service or care. Additionally, they strongly suggest insurance from Goof Proof which you pay an additional fee in our case $200.00 dollars ensuring coverage, protection, and security of your purchase in the event of damage including children and animals. Sounds real good until you need to file a claim. Goof Proof will based your claim and replacement on the report submitted by who, that's right, the technician who comes to your home working for Bob's Furniture and never conducts a proper investigation not having tools, a flashlight, and unable to speak English allowing a proper investigation involving questions and answers. Right now my wife and I asked the same question and have yet to receive an answer, what facts were used to determine NOT NORMAL WEAR considering the sectional is immaculate other than the issues resulting from defective products used to make the left side recliner. Having been in the investigative filed for more than 30 years, I'm appalled that anyone including my wife and I could received this type of treatment. The stories of poor customer service, shoddy products, and lack of customer care are true. Remember that our decision to shop at Bob's Furniture has cost us over $3,000.00 dollars and garbage furniture. Something to think about and a large price to pay when they offer you free coffee, candy, and ice cream while you wait. [redacted] and I will be forwarding a complaint to the [redacted] Attorney Generals Office Consumer Protection regarding this matter. Happy holidays and be safe, STAY AWAY FROM BOB'S FURNITURE .Desired Settlement: 1.) An explanation on how a company can put a customer through this without any supporting evidence and sends an individual who cannot speak English to your home so a proper investigation and a report concluded with facts, not assumptions can be made. Clearly the sectional is in good shape except the recliner in question made with shoddy and cheap parts and the power boxes which were thrown under the couch and not mounted when delivered. Additionally, the added insurance coverage is based on an investigation by the store who did not conduct the investigation properly in the first place, that's not an impartial determination for an outside source you paid for.

2.) The replacement of the left side recliner and replacement of two power supply boxes as promised when the additional insurance covering everything was provided at an additional cost of $200.00 dollars.

3.) An explanation what NOT NORMAL WEAR IS and what FACTS were provided to base their decision.

Business

Response:

Good Morning Revdex.com,

Please

pass on our apologies to our customer for the aggravation we have caused. While

it is normal procedure for our technician’s to call in using the customer’s

phone (so we have the appropriate time to speak with the customer directly

while the technician moves onto his next assignment) there is no excuse for the

allegations of an extreme language barrier or improper preparedness of the

technician. We thank our customer for escalating these concerns and assure our

customer that these are offenses we consider unacceptable.

We have

reviewed the customer’s product concern at an executive level and agree with

our customer that the nature of this concern is relatable to the coverage

associated with the purchased protection plan.

The current sectional is not a part of

our stocked product line up any longer and for any single claim, the limit of

liability under this plan is the replacement of the affected furniture item

with a new replacement piece of equal value, excluding taxes per the state law

of MA.

We are happy to offer the customer a

reselection credit totaling the price paid for the five (5) sectional pieces

originally purchased. Per the customer’s invoice this amount totals to: $2,050.00.

This

option for resolution fulfills the protection plan originally purchased and

will allow the customer to visit any Bobs Discount Furniture showroom within

the next two (2) months and select another living room set using their associated

store credit. The plan will also cover the cost of delivering the new

merchandise selected and removing the five (5) sectional pieces currently in

the home on the same date. We fully expect to remove all sectional pieces

receiving credit on the same date we deliver the newly selected items.

Should

the customer wish to have this option for resolution processed please ask that

they respond to this Revdex.com complaint as ‘Satisfied’ and I will create the

necessary paperwork and have our retail location reach out to them with notice

of the active store credit.

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: we purchace a bedroom set from Bob's Furniture, and of March it was delivered on Wed. March 26th 2to our new location we where still living in our old locations we where in the process of moving. The bedroom set was damage we call Cust. Serv. they came & tryed to fix it with no luck, they again call Cust Srv. them selfs & explained the problem. they them offer to send us two new items that where in questions bed & dresser. they once more came by yesterday, Tuesday April 9th & delivery the new piece only the bed because they try to fix the dresser with no luck, and also had no luck with the bed when they replaced it with the new item. IT STILL DOES NOT WORK. They again call cust Srv. from our home & explained the problem they where having & told then it could not be fixed even with the replacement item. they promissed us that they will delivery once more 2 new item and replace them. IF THAT DOES NOT WORK THEY WANT US TO GIVE US ONLY STORE CREDIT BACK. WE HAVE A PROBLEM WITH THAT WE HAD PATIENT AND UNDERSTANDING THAT SOMETHING CAN GO WRONG ,BUT IF IT DOES NOT WORK WE DON'T NEED a STORE CREDIT, THERE IS NOTHING THAT WE LIKE OTHER THEN THIS SET AND WE DON'T NEED ANYHING ELSE THEN THE BEDROOM SET. PLEASE CAN YOU HELP.... I SIGNED A FROM SAYING THAT WE GET ONLY STORE CREDIT BACK BUT WE DID NOT THINK THAT WE WOULD HAVE SO MUCH PROBLEM WITH THIS PURCHASE.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

wE WOULD LIKE A FULL REFUND WE HAD PATIENT AND UNDERSTANDING THAT NOT ALWAYS EVERYTHING GOES SMOOTH BUT THIS IS UNACEPTABLE. WE WOULD NEVER HAVE SIGN THIS FORM. WE WANTED TO KEEP THIS SET BUT NOT IF IT DAMAGE THERE IS NOTHING ELSE THAT WE NEED OR WANT FROM THAT STORE AND LIKE THEY TOLD US IF THEY CAN NOT FIXED IT WE WON'T GET OUR MONEY BACK UNDER NO CIRCOMTANCES THEY WOULD OFFER US AN DISCOUNT, BUT I DON'T WANT A DAMAGE BEDROOM SET THAT NOT WHAT I PURCHASE. PLEASE HELP US........ THANK YOU.

Business

Response:

Business Response /* (1000, 5, 2013/04/22) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the damaged merchandise and inconvenience.

I am pleased to learn that we addressed and resolved your concerns with the bedroom set on, 4/16/13. We were scheduled to exchange the furniture however, the drivers were able to adjust the screws as well as the dresser drawers; Comments on your account indicate that you were satisfied with the repair service performed by the delivery team. It is our hope that you are now able to begin enjoying your new furniture.

We appreciate your patience and business and apologize for the inconvenience.

Review: Items in which I ordered were never delivered.

On 5/17/2013 I ordered a bedroom set under customer #XXXXXXX.

0n 5/21/2013 the bedroom set was delivered with the wrong items. delivery person advised me to call customer care.

On 5/21/2013 I contacted customer care which stated they would resolve matter and call me back within a few minutes.

Never go call back from customer. I called them back again at which time I was told my product would be shipped out the next day(5/22/2013).

Called customer service for delivery time for 5/22/2013 and was told product will not be shipped today. Desired Settlement: Delivery of ordered and paid for items.

Business

Response:

Business Response /* (1000, 5, 2013/05/26) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for delivery issues you have experienced.

I am pleased to learn that delivery was successfully completed on, 5/25/13. Your satisfaction with the service and merchandise you receive is our ultimate goal. I have shared your experience with delivery and customer care management to explore ways to better improve the customer experience.

Bob's Discount Furniture appreciates your business and apologizes for the inconvenience we have caused.

Consumer Response /* (3000, 7, 2013/05/29) */

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

Company could have adleast at bare minimum called me to discuss the matter. I requested to speak with supervisor and have not even received a simple call back. Ill never do business with them again. Thank you Revdex.com

Review: We purchased a leather love seat recliner from Bob's 5 years ago. They came to fix it once and it went back into disrepair shortly thereafter. The furniture sqeaks loudly whenever we sit on it and rock. We have called Bob's on several occasions and they say the only time they will fix it is when it is broken. Well we purchased the repair plan and isn't an annoying squeak considered broken? When you purchase a product at Bob's you are promised "complete satisfaction" from the owner. This is not true! There are stipulations to that promise and service agreement. When we purchased the product we were under the impression it would be to our complete satisfaction. We are so dissapointed we will not purchase anything further from Bob's.Rectification: Our money back or another piece of furniture.

Product_Or_Service: Leather recliner love seat - rocks

Desired Settlement: We have called on several occasions with no results and are tired of listening to the annoying squeak. We would like the furniture replaced or our money back please.

Business

Response:

Business Response /* (1000, 5, 2013/06/03) */

Good Morning Mr. [redacted],

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

Our records indicate that the item was delivered September 2008 and the first time you expressed concerns as it relates to squeaking was November 2009; our service technician was dispatched to your home, found no defect present but added lube to the reclining mechanism. One year later, 2010 you expressed the same concerns and a technican was dispatched to your home, lube was added to the mechanism but again, no defect was found. Since that date in 2010, we have not had any contact with you regarding the previously reported concerns.

Since nearly 3 years have passed we will need to dispatch another service technician to your home, if he finds any issues that relate to the mechanism squeaking, we will explore the option of replacing the mech.

Please contact our customer care department to schedule this appointment.

Consumer Response /* (2110, 7, 2013/06/05) */

(The consumer indicated he/she ACCEPTED the partial settlement response from the business.)

Thank you for your consideration we will contact Bob's Discount Furniture for replacement of the mechanism.

Consumer Response /* (3000, 11, 2013/07/16) */

We purchased a leather rocker recliner. We issued our first complaint that is was squeaking after trying to get them to come out to replace the mechanism. They won't replace it unless it is broken. Bob's came out to fix it promising to replace the mechanism. All they did was spray WD-40 on the part. We are disguested with their service especially since they did not keep their promise to replace the mechanism.

I want a new couch as I know they will not keep their promise to fix it. I will not take time off from my job to have them come in my home to spray WD-40 on the mechanism that requires replacement.

Business Response /* (4000, 13, 2013/07/18) */

I understand your request for a replacement sofa however, since nearly 3 years have passed we will need to dispatch another service technician to your home, if he finds any issues that relate to the mechanism squeaking, we will explore the option of replacing the mech.

Consumer Response /* (4200, 16, 2013/08/02) */

From: [redacted]

Sent: Wednesday, July 31, XXXX X:XX PM

To: Revdex.com

Subject: (SPAM) Re: Revdex.com [redacted] Case#[redacted]XX-XXXXXXXX-XXXXXXXX-XX-XXXX)

Importance: Low

The repairman came already and did not replace the mechanism as you originally promised. Instead he sprayed WD40 on it and departed. This is unacceptable! I will not do this again! I do not trust you unless you mail the mechanism for couch inadvance then schedule meeting for repairman to replace. Still won't trust you

Business Response /* (4000, 18, 2013/08/08) */

There was no previous promise to replace the mechanism, what was stated in our June 2013 response was, "Since nearly 3 years have passed we will need to dispatch another service technician to your home, if he finds any issues that relate to the mechanism squeaking, we will explore the option of replacing the mech."

As a courtesy we will replace the left and right side mechanism,although a defect has never been reported. It can take 16-18 weeks to receive the replacement parts.

Review: When my daughter's bedroom set was delivered, the delivery technician noted that he did not have the correct pieces to assemble the bed. He instead contacted the store, notified them of the problem, and used three spare pieces of old wood left over on his truck to use for the bed's support frame. I complained on numerous occasions to the store in [redacted], and even set up an appointment with a service technician. This was all done prior to the expiration of the manufacturers warranty. A technician finally presented to my home on 4/18/12, briefly looked under the bed. I explained to him what the issue was, and he told me that was not the information he was given by the store, and left in a hurry. I called the store, notified them of what transpired. They offered apologies, acknowledged the issue with the bed and even sent me a courtesy gift certificate. They assured me the matter would be handled to my satisfaction. It never was. The next time a service technician came to my home was on 9/24/13. He surveyed the furniture, called the corporate office, and told them the wrong pieces were used to assemble the bed. He also told them that as a result, the headboard was now split on both sides, at the point of insertion of both side rails. The technician handed me the phone to speak with the representative, and left my home. The representative told me I had no recourse because it was past the warrant date for the furniture. I asked to speak with a manager, and I was hung up on. I called back and after being on hold for approximately 20 minutes, was able to speak with an account specialist who also told me I had no recourse, that they would order the proper pieces, but would not repair the headboard, and that I would have to pay a private contractor to fix the headboard or buy a new one from Bob's Discount Furniture. Despite my numerous attempts to handle this matter in a civil and timely fashion, and despite Bob's Furniture acknowledging the issues, they refuse to accept any responsibility.Desired Settlement: At this point, I am requesting that Bob's Discount Furniture supply me with a new bed, providing me with all of the correct parts that should have been used in the first place to assemble this furniture piece. At this time, although I have paid for this furniture in full ($1,554.72 including delivery fees, protection and taxes) the bed remains unsuitable to sleep in. It is unsafe and will collapse once any pressure is applied.

Business

Response:

Good Afternoon [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the delay in resolving the issue with the bed.

After thoroughly reviewing your account, I have processed the necessary paperwork allowing the bed rails and headboard to be replaced. Please contact our Customer Care department to scheldue the exchange delivery.

Bob's Discount Furniture appreciates your business and apologizes for the inconveniece we have caused.

Review: I purchased a twin/full bunk bed set. When standing on the mattress to make the bed on the first day when it was delivered, the front rail supporting the lower bed split in two lengthwise where the slats transfer the weight to the siderail. This wasn't deemed to be covered under the warranty. They didn't offer any solution. They didn't even apologize and we're polite. (I can't imagine I would be cheerful on the phone if I had to tell people the flaw in their brand new products wasn't being covered.) I offered to purchase the protection plan that would cover this piece but they don't offer that after delivery is made. I asked them if there was any recourse and they said there was nothing they could do. I asked them if I could purchase that piece and they transferred me to "the store" which then put me into voicemail. I've left a message and hope to be able to replace this piece. Based on the amount of force when this happened I'm pretty sure this piece would have broken if I was sitting down on the edge of the bed. I won't know because I never had that chance.Desired Settlement: This is a brand new bed that broke the same day it was delivered. I would like the broken piece to be replaced at no cost to me. I would like the option to buy they're protection plan for this item based on my knowledge of the quality of this unit. If the quality of the bed failed on the first day, what will the bed look like in 5 years?

Business

Response:

Good Morning [redacted],

I apologize to you for our inability to solve your merchandise concern thus far and assure you that I want to help you by providing you the customer care you deserve. At this time with the account information provided I am unable to locate your original order information. I have checked our system with your first and last name, address, and the #[redacted] that you gave. Do you know the phone number used on the original order or is this under a different customer name? Again, I am here to help you and await your response so I can get to work on resolving your concern.

Thank You,

Bobs Discount Furniture

Customer Care Liaison

Consumer

Response:

Review: [redacted]

The invoice had our last name spelled wrong. I have attached the receipt. Here is the information as it appears on the receipt:

WEB ORDER: [redacted]

Review: I purchased a pub table MGMontibello Granite with counter chair BLk/expresso at the store(May 2012)After a few months the granite started to show white spots that would not come offI also added to my purchase a goof proof protection for yearsWhen I called the customer service they sent me to the goof proof protectionWhen I described what happened to my granite countertop they explained this was not covered under their services, therefore sent me back to the customer serviceI called the customer service again and they kept saying that I need to talk to the goof proof service....I purchased a lot of my furniture at bobs discount and this is first time I had an issue with the product but seems like can not be resolvedI paid $for the table and chairs, I want to have the current table repaired or exchanged for new one.Desired Settlement: I would like o have the same set or credit store to buy new table
Business
Response:
Good
Afternoon [redacted],
I
am so sorry that you are experiencing disappointment with your pub table
purchased from Bobs Discount FurnitureI understand how frustrating it is to
be passed back and forth between companies when seeking a resolution and I assure
you that our first priority is resolving our customer’s concerns effectively
Our
records and the records I received after speaking with [redacted] indicate that
the damage to your table top is multiple ring marks caused from beverages being
left on the table top unattendedWhile the Goof Proof protection is designed
to offer you coverage against most in home accidents, accumulated damage such
as multiple ring marks from various occurrences is not considered a coverable
damage under this planGoof Proof is able to cover customers when damage is
reported to them as a result of a one-time incidentIt is a protection plan
that is very similar to automobile insurance for the fact that you are permitted
to report a single accident verses a claim with multiple instances of accrued
damageFurthermore our records reflect that you are expecting a service
technician to your residence to inspect a mattress concern you have on
I have requested that out service technician also inspect your
marble table top for any defects as you have stated in this complaint “After a few months the granite started to
show white spots that would not come off”As the information we are receiving
from your claim to [redacted] differs from the information you have stated here
we can attempt move forward after we have photos and a report from our
technician
Our Service
Technician will contact our Customer Care Department prior to leaving your home
on and at that time we will speak with you in regards to a possible
option for resolution, if there are multiple ring marks on your marble table
top, accumulated customer caused damages, or no factory defect, I truly
apologize but we will have no further recourse to offer you relating to this
concernWhile Marble is a very beautiful material it is also an extremely
sensitive product and I don’t want to provide you with hope that we can
rectify this concern for you by having our factory trained technician provide
you this inspectionBased on your description of the damage and my many years
in the furniture business I believe you may be experiencing the affects of blemishes
and discoloration caused by colored material penetrating the marbleTea,
coffee, tobacco, ink and soft drinks, color from paper or textiles can all
stain marbleOily materials such as milk, salad dressing, meat, hand cream,
etc., can also cause severe staining
I apologize
again that you are displeased with the care you have received thus far and
await your upcoming serviceIf you do not want to wait for a response
regarding this issue on please feel free to email me pictures of your
table directly at [redacted]
and I can review these photos with our Service Technician Managers and respond
to you
Thank You,
Bobs Discount
Furniture
Customer Care
Corporate Liaison
Consumer
Response:
Review: [redacted]
I am rejecting this response because:
First of all we noticed the marks right from the begging, It was in the first days and this is when we called the first timeAnd a few times after that and got tired of being bonced from place to place and we were told that somebody will give us a call back...The service call you are talking about is not for my householdI live at [redacted]I have no scheduled service on Although we have purchased most of our furniture in our sf house from Bob's and are very familiar with the care of marble because we have plenty of it in our homeThis table has an abporous nature and is overly tinted with black polish from the factoryA kitchen table is made to put and repel liquids on with the comfort it will not stainI have seen paper that stained lessI am not sure what you mean by unattended beverages? We are a clean upscale family that never leaves a dirty table after any mealThis was extremely noticeable after we had company sitting around our new tableWhen we called, both your service department and the goof proof people , we were told that glass mark was incidentIf we had glass marks done at the exact same time that is not covered by warranty, that is considered multiple incidentsI work in customer service and this I am sure not a good customer service twist of fine printMarble is a quality stoneIt is not a bunch of polished rocks, that discolor and leaves marksI noticed this particular marble table -in black is no longer sold in your storeI would assume that you realized it was a liability to you quality reputationI have bought thousands of dollars of furniture at Bob's on multiple incidents and this is going to make me think twice the next time I go to buy furnitureAll we asked for at the time we called was to have someone take a look at the table and fix or replace it when we calledI did not think it was unreasonableWe have had many guests since then at our house, causing us to apologize for the seemingly dirty table is clean but stainedThe table always comes up in discussion and the story of Bob's Multiple incident goof proof policy
Sincerely,
Business
Response:
Good
Morning [redacted],
I
apologize if my first response left you feeling unsatisfied and I apologize
further if the communication read unclear in any mannerBy stating “unattended”
I meant to communicate a glass being left for any period of time without a
coaster underneath it
We
recently discontinued this ‘granite’ version of our Montibello set due to a
decrease in popularity we have seen from carrying this ‘granite’ top for many
years and our merchandising department is always on top of staying current with
upcoming trends in order to offer all our customers the best selection
possible
Your
account reflects that we are going out to inspect a mattress that was purchased
on the same invoice as this table wasThis is taking place on – here
is the address and customer name associated with this service: [redacted]As Bobs Discount Furniture is
committed to resolving all our customer’s concerns I was only trying to get
your request (for someone to look at the table) answered as soon as possible
and I am truly sorry for assuming that all the merchandise on your invoice had
been moved to the above address
The
Goof Proof Protection Plan is an extremely valuable investment and pays for
itself with one replacement or service for many in home accidentsThe
protection plan, like so many others offered on automobiles and electronics
must have certain exclusions in order to keep this plan fair for all consumers
At
this time I am still very vested in trying to resolve your concerns and in
order to proceed further I will need to request that you submit photos of your
table and it’s concerns so our Service Technician Managers can review these and
we can then determine what, if any, recourse we are able to offer youI am
unable to send a technician to your residence for this concern alone as this is
not a repairable damageTaking a day out of your valuable time would be an
additional inconvenience to you and I certainly do not want to waste any more
of your time [redacted]Please submit a minimum of two (2) photos: one (1) of the
entire table from a distance and one (1) of the table top at a closer view
I
feel terrible that you are so frustrated and I assure you we only wish to offer
you and your concern the most attention possibleI await your response eagerly
and hope to be able to help you further
Sincerely,
Bobs
Discount Furniture
Customer
Care Corporate Liaison

Review: I bought furniture from Bob's discount furniture in [redacted] March 16 2013. I also purchased the "Goof proof protection plan" for $99.99. I was told this plan covers all accidents regarding my furniture. There was an accident that happened in my apartment on 2/20/14 there was work being done in my apartment. There was a repair man putting up a door to one of my rooms he had placed a piece of ply wood in my hallway. I had to move my furniture out of the living room so he can work in the area. Myself and the worker picked up the ottoman and accidentally hit the wood causing a rip to the piece of furniture. I called the number to Bob's discount furniture([redacted] products) I was told that type of accident is not covered under the plan because a third party caused the accident. The sales person who sold me the furniture told me all accidents were covered. She fought really hard to sell me this plan. No where on the plan does it state if a third party caused any damage to your furniture the plan will not be honored. One of my questions to Bob's discount furniture was " if a friend or family member walked into my apartment and accidentally tore my furniture will they still honor the plan. They said YES it will be honored. I was sold a service ( goof proof plan) under false pretenses. I want my ottoman replaced like I was told it will be if there was an accident under this plan that I have purchased. Bob's discount furniture employees try to push any extra services to the customers without carefully explaining the details on the extra warranty plans. I feel like I was wrongly cornered into buying this plan.Desired Settlement: I just want a replacement for my ottoman.

Business

Response:

Good Evening Revdex.com,

Our records indicate that we spoke with Mr. [redacted] on 3.13.2014

and made him an offer to refund the monies he paid us for his Goof Proof Plus

protection plan. As Mr. [redacted] has stated, the damage to his ottoman was

caused by a “worker” who was completing business in his residence. This is a completely

separate occurrence from a friend or family member who is visiting for leisure

and accidentally caused damage to his product. Just as our delivery teams have

separate insurance companies that are not related to Bobs Discount Furniture,

we must assume that the repair man conducting business also has his own

insurance company to use for incidents such as this.

Please extend my apologies to Mr. [redacted] for the frustration this

accident is causing him. We expect our sales professionals to educate our

customers with a general overview of our policies and protection plan at the

time of sale. While this general overview is meant to provide the customer with

the benefits of buying Goof Proof Plus, we continually find that there is not

enough time or consumer focus to explain all of the exclusions this plan has.

We ask our customers for an email address at the time of sale and should we be

provided with this information the [redacted] company will email our customer an informational

package containing their detailed terms and conditions.

As the retailer, learning of our customer’s concern we have

offered Mr. [redacted] the best option we have available. We can certainly process

a monetary refund of his plan back to him should he feel he did not get the

protection plan he paid for. The refund of monies would void not only his

accidental coverage through [redacted] but also his five year factory defect warranty

through Bobs.

If Mr. [redacted] would like

to keep his Goof Proof Plus Plan active we can also offer to mail him a Bobs

Discount Furniture Gift Card for the amount he paid us for this plan ($99.99).

If he would like to repurchase this ottoman so he has a factory fresh model

this gift card offer would cover 50% of the ottoman’s cost.

Thank you for your help in forwarding this message to our customer

and I eagerly await his response as we genuinely wish to help him resolve this

concern.

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased a area rug in March for 79.00. I returned the rug the very next day. I received a 79.00 refund via my credit card. They now have charged my credit card 4 more times for 79.00 and have only credited me back three times for the 79.00. I still have not recieved the last 79.00 back. I recieved a call last night stating that they know they have a issue with this and to call ###-###-#### for assistance. I called that number and just get a run around. I do not understand how this can happen and why it is happening. What about people who purchased more and it is happening to them. This is not good business.Desired Settlement: I just want my 79.00 back and I want them to delete my credit card information from there system as it is not safe. How can a business run like this?

Business

Response:

Good Afternoon Revdex.com,

We are very

sorry for any inconvenience we caused to our customer. Please let our customer

know that we do not maintain records with full credit card numbers in our

internal systems for our customer’s protection.

In our [redacted]

location we did experience an internal glitch which caused our customers to

believe that that they were charged more than once for their purchases in early

–mid February/around the time this location had its grand opening sales flow. We

assure our customers that they were not charged a duplicate purchase price, but

there was an issue that was corrected:

History:

Review: I purchased a sofa from Bob's on March 14, 2012. I was offered the goof proof warranty. I was advised it would act as an extended warranty and cover any damage within 5 years. I called to file a claim today and was advised because it was not accidental & because the damage was at the seams-there would be no coverage. They advised this is something that would be under the factory warranty which is no longer in effect. I was led to believe this was an extension of the factory warranty and would provide even more coverage. There was no intentional damage to the couch.Desired Settlement: I am asking for one of the following:couch repaired or replacedfull refund of "goof proof" warranty

Business

Response:

Good Afternoon Revdex.com,

Can you please ask this customer to call Bobs Discount Furniture

directly to schedule a resolution for this concern? While I am very sorry that

our customer is experiencing any aggravation with their product I am equally as disappointed

that our customer felt the need to escalate her claim so highly before actually

reaching out to Bobs Discount Furniture. We are happy to honor the extremely

valuable protection plan she purchased through us and ask that she contact our

Customer Care Department directly so we can provide her with the care she

deserves for her concern.

Our Customer Care Department is open Monday-Saturday from 6:30am

-8:00pm at ###-###-####.

Best Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Review: I purchased a loveseat and matchng sofa November 2012 from My Bob's Furniture store in [redacted]. I also purchased their Goof Proof Plan the salesmen assured my husband and I that if anything went wrong with the leather the goof proof plan would protect us with replacing the furniture or at the least repair it. After 18 months I noticed the leather on the loveseat peeled off in stripes on the headrest. I was shocked to say the least. So I made my first phone call to Customer service. They told me I would have to take pictures and then email them and I would get an answer as to what the next step would be within 24 hours.. After a couple of weeks I did not hear from Bob's so I called back. They claim they could not locate the pictures, so I asked if they can send a technician to my home to take the pictures feeling secure this would expedite my claim. He came took several pictures told me they will contact me within 24 hours. Did not hear anything so I called them. Once again, they could not locate the pictures. On my 4th phone call to them they told me to take additional pictures email them to the address and link they gave me. Once again, no one got back to me so I called the 5th time, and once again, they could not locate the pictures. The customer service is a joke. After severals months of this back and forth without them ever locating the pictures. They never saw the damage to the loveseat. I was told the manufacturers waranty expired after (1) year, which I was not told during the time I purchased the furniture. I also was told Goof Proof Plan was only for accidents which is not clear on the contract. So therefore, they have no other recourse for me. I have been buying furniture for over 35 years and I can not understand this at all. I now have a damaged leather loveseat bought a Goof Proof Plan thinking I was protected. I think they have false advertising. I expected more from My Bob's. They essentially told me I am stuck with this damaged couch I am not satisfied.Desired Settlement: I would expect a replacment of the loveseat.

Business

Response:

Good Afternoon Revdex.com,

I have reached out to [redacted] today (8.07.2014) on the number

she provided within this complaint. Please convey my sincerest apologies to our

customer as she hasn’t received the proper follow through for her product

concerns. I have left a message for [redacted] indicating that I would be

grateful for the opportunity to assist her directly from this point forward and

have provided her with my direct phone number. I am eager to help [redacted] resolve her concern and provide her with a fair and adequate resolution.

Thank

you for the opportunity to make it right,

Bobs Discount Furniture

Customer Care Corporate

Liaison

Review: I'm very frustrated with this company, I bought a couch a couple of months ago and it seems to be infested with bed bugs. My husband and I were inspecting the couch last night and found dried out bed bugs that seem to have been there for quite sometime now. My daughter takes her blanket to lay on the couch and lately has awoken with bed bug bites. We examined her bed but found nothing as her bed is made of plastic and her mattress is also plastic , we find it hard to believe for bed bugs to have started there. I payed extra money for their "warranty" which the associate of the store on [redacted] assured that any problem I would have they would exchange it for me. I called customer service and they tell me there is no recourse and they cannot do anything. They completely dismissed my complaint and made no possible attempt to offer any solution. They didn't even. Insider looking into to it which is a total slap in the face and basically in other words told me I lost my money AND HAVE TO INVEST in another couch.Desired Settlement: I only ask for a full refund of the couch, I was expecting to receive a replacement but get a completely different couch. However now that I see their customer service is less than what I expected I prefer a refund, I do not want any store credit, this is very inconvenient and on top of that to buy a new couch without even receiving some sort of credit is insane as I do not have money to throw away.

Business

Response:

Good Afternoon [redacted],

I am

very sorry to hear you have located pests in your product. Bob’s takes all

precautionary and preventive measures available to us to avoid contamination,

this includes a regular spraying of our trucks as a precaution. We do not sell

products infected by pests.

The sofa that you purchased was a new product that

was wrapped from the manufacturer. I can imagine that this ordeal has not been

easy on you or your family, but the facts are that the source of bed bugs are

from somewhere other than new furnishings. These pests require a human source

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

If you

reside in a multi dwelling complex, especially one that you are renting, you

should contact the property owner and demand that your home be treated by a

professional. Apartment buildings are highly susceptible because bed bugs can

travel room to room in the pipes and wire holes. Even if your apartment was

extremely clean and empty prior to you moving in, don’t assume that it was

bed bug free. Unfortunately, bed bugs have become widespread throughout

the [redacted] over the past several years due to both a combination of

global travel and the absence of effective chemical treatments to deal with

them. Please be aware that the presence of bedbugs does not reflect on the

cleanliness or otherwise of their environment – they can survive and thrive

wherever people reside, and they are most active at night when they feed.

We regret that you are experiencing this problem, but we

are unable to respond to issues when the cause is beyond our control.

Kind Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I have videos and pictures of them only on the new couch, they have not been located anywhere else. I find your lack of customer service apalling. I bought a warranty through you guys, because I was told any problem I would have I would be able to have it replaced. Your company makes promises that you can not deliver, I find it to be a slap in the face to know I have to replace this couch when it has not even been four months. I suggest you educate your associates on what your warranty really replaces before a customer goes and spends extra money for no reason. They should really break down what the warranty covers instead of just trying to make a sale. I have to pay out of pocket for a new couch when I dont even have money to buy furniture every couple of months . On top of that the extra money I put down for warranty is going down the drain, I feel like that was a gift from me to you guys cuz I'm never going to see that money again.

Sincerely,

Business

Response:

Good Afternoon [redacted],

I am terribly sorry for the ordeal that these pests have caused

you to endure and I can certainly understand your frustration. As I wasn't

present during this transaction I can neither confirm nor deny the verbal

communications that transpired between you and your sales professional. We

provide a flyer of the Goof Proof Plus plan that indicates what is covered and

instructs our customer to review their entire [redacted] Plan for full details as

there are exclusions to coverage.

An issue caused by the environment the merchandise is being kept

in is not the fault of the retailer and regretfully we are unable to provide recourse

when we cannot take responsibility for the type of concerns you are reporting. I

understand your concern and empathize with the bed bug issue you are dealing

with in your home and apologize to you again that we are unable to provide

recourse for a concern that has occurred beyond our control.

Kind Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: We purchased bedroom furniture. First of all to get them to deliver to the correct address was a joke. Instead of delivering to my daughter's house they delivered to mine causing a delay in delivery. My daughter noticed that the headboard purchased had an imprint of the sales receipt caused by the delivery person leaning on the carbon to write while he had it on the head board. Almost impossible to get someone out to look at the headboard. have to keep calling and keep getting the run around starting with the mns that answer the phone to the mns scheduling the visit to inspect the headboard. We were finally successful in getting through and have to wait until October 11 for someone to come out. furniture was bought back in August before the sales tax free weekend. Asked them to honor the tax fee didn't want to do it then I believe took of a 1.00.

Asked for them to give a refund. They said it isn't possible once the furniture is delivered. I'd like a refund on the headboard and footboard. Just do not want to deal with them anymore. They sell junk and their [redacted] offer is just goofy and not worth anything.Desired Settlement: They come and take the head and foot board and give me a refund. I don't want to deal with them anymore. My granddaughters slept in the beds that were delivered. So far they are ok along with the one dresser.

Business

Response:

Good Morning Revdex.com,

Please pass on my sincerest apologies for the overall poor

experience our customer has endured while seeking to get only what was guaranteed

at the time of sale. We certainly do not intend to cause our customers more

grief while rectifying failures we have initially caused and we are truly sorry

for the aggravation we have caused Donna and her family to experience because

of our failures.

Should a professional repair not suit the needs of our

customer we are more than willing to replace the affected merchandise with a

factory fresh version or offer a 20% discount in the form of a refund on the

affected piece (the customer would be agreeing to keep this item as is with no

repair on the damage reported should the discount be accepted). I have noted our customer’s account with

these two available options for resolution and we ask that [redacted] contact us at

Customer Care (###-###-####) to make us aware of which option she may prefer.

While a monetary refund is not a possibility we do wish to

make this failure right by our customer and we look forward to hearing from [redacted] again so that we can resolve her concern in a fair and adequate manner.

Review: We purchased furniture from Bobs Discount Furniture in [redacted], New Jersey on March 24th 2014. The salesman insisted it was an absolute must to purchase their [redacted] extended warranty instead of using there one year warranty because if there ever was a issue, accidents or manufacter defects they would fix or replace it, as many times as needed within a 5 year timeframe. We are currently still with in the first year and we have had several issues with our couch. The first technician who came did a temporary repair which didnt up hold, as a matther a fact we are sure he only made the problem worst, so we called to explain the situation and requested a new couch be delivered as promised with our plan if the repairs were not able to be properly fixed. They declined our request and sent out a second technician that never showed up. They then explained that they were so backed up we would have to wait several weeks for a third technician. Mean while there were now multiple issues that were reported such as, Both recyliners do not recyline properly, The arm rest would not open and close properly as well as the usb ports now didnt work. The third repairman came in and did not attempt to make one repair as he said he was not equiped to make these repairs and reassured us they would send someone else who would repair it or replace it. He just took pictures and told us not to worry as the problem would be handled shortly and we would recieve a confermation within 24 to 48 hours. I was extreamly satisfied with that at the time, even though he was only here for a few minutes so we decided to give him a wealthy tip due to his reassurance. If we would have known that his trip was all for nothing not only would we have complained about the time he spent here wiithout repairing anything we wouldnt have tipped him. We didnt receive any news for over a week so we decided to call and find out what was going on we spoke to [redacted] who refused to give her employee number and was no help. She then told us there was no manager working today, when we threatend to contact The Better Business Beaureo [redacted] employee number [redacted] was suddenly available. Unfortunatley he provided us with conflicting information that was provided on our warranty. Why would bobs make us purchase a extended warranty for a extra 200.00 if they will not provided the survices that were promised? I have done research and hundreds of customers are all saying that Bob's [redacted] plus is all a scam because every time they send out a repair man nothing ever gets fixed properly and the replacing for new furniture is all a lie. This can not go on anymore, Bob's has to stop scaming there customers. There is no reason I should have to spend 2,500.00 dollars for a couch that I would have to replace after 6 months. Im praying your able to help us with this problem because after spending hours on the phone with them they refuse to help resolve this issue.Desired Settlement: Return for a full refund or at the very least replaced as was advertised when we bought this couch.

Business

Response:

Good Afternoon Revdex.com,

While we apologize that our customer is unhappy

with the product we are unable to offer resolution when the overall condition

and cause of the product’s demise is directly related to the accumulated abuse

the item has received in its environment.

Our records indicate that this merchandise was

delivered to the customer on 3.22.2014.

During our first service visit on 6.28.2014 the

service technician reported that he adjusted the reclining mechanisms on the

recliners and the cause of these not working properly was directly related to

the merchandise not being used in conjunction with normal specifications. While this technician was in the home he also

logged touching up scratches on the merchandise. At this point in time the

customer had the merchandise for over three months in their possession with no

reported cosmetic damages to us (the business). The scratches were directly

related to something that occurred in the home and our technician did the

consumer a courtesy (at no charge) by repairing merchandise that had been

directly damaged by the consumer or the environment the merchandise is kept in.

Normally the ‘[redacted]’ plan requires that any accident, for example scratches

that appear on merchandise three months after the point of delivery, be

reported to a separate third party company. As a retailer we make this perfectly clear

within the documents provided at the time of sale.

On this initial service visit Bobs Discount

Furniture made an extreme effort to help this customer directly instead of

referring them somewhere else.

Approximately five months later this customer

contacted us and advised us that the sofa and recliner were making noises when

they reclined. We scheduled a service for 11.29.2014 to address this concern.

On 11.29.2014 our technician most certainly showed

up to the residence to perform this service. Our records verify that not only

did we show up, we made a call ahead to the customer over an hour in advance

letting them know we were on our way. Following our normal, successful protocols

we arrived to the customer’s residence within the estimated timeframe our

automated system provides. After the technician was unable to enter the

residence we called phone number ###-###-#### to advise that our technician was

outside and looking to be let in to the residence. Because we were unable to

reach anyone, we were forced to leave a message on that number, take a

description of the customer’s home from our technician, and move the technician

on to his other scheduled stops. Per our records the technician left the home

about 2:05PM. Our records further indicate that we spoke with a “[redacted]” at

2:30PM and this person conveyed that she must have missed the knock on her door

but was home and available to accept service at this time. We made every

attempt possible to get our technician back to the home to complete a service

that day.

As a reschedule to the above missed appointment we

arrived to the customer’s residence on 12.13.2014 to address the concern of the

sofa and recliner making noises when they reclined.

While I understand the

alleged account of events that occurred by the customer’s filed complaint, the

technician report we were given indicates that the product’s demise is

directly related to the accumulated abuse the item has received in its

environment. The report includes

information that one of the sofa’s electronic outlets has been snapped off,

there are multiple occurrences of scratches on the merchandise (new scratches

that appeared in the six month timeframe in between our first visit and this

visit) and the sofa was in overall poor condition. The recliner was reported to

us as showing the same signs of extreme wear – the outside arm had material

that suffered a scrape (estimated at 4 inches) and other areas of cosmetic

damages.

As per the Revdex.com’s documentation this complaint was

sent to you on 12.22.2014. Our records indicate that the customer last spoke

with the highest levels of our Customer Care Organization on 12.23.2014 and has

been advised that regretfully we are unable to take responsibility or ownership

for the concerns due to the extremely poor condition this merchandise is in combined

with the fact that the concerns the customer is experiencing (bent

mechanisms/non working electrical components) are not related to a problem we

can take ownership or responsibility for.

The [redacted] Protection plan this customer

purchased offers an extensive amount of coverage against one time accidental

damages and/or manufacturing defects. Given the amount of accumulated damages

that exist here and the report of two separate service technicians confirming

these damages are not related to factory defects, this claim qualifies in no

way for warranty coverage under the purchased plan. We remain very sorry that

we are unable to offer this consumer any recourse for these concerns.

Kind Regards,

Bobs Discount Furniture