Bob's Discount Furniture

Review: Bob's doesn't offer refunds for items delivered past three days in the home, even though it is not stated on their contract signed by the consumer in writing and that the sales team on Route 17 stated several times we had 30 days to return. I am fine with a policy that I sign and agree to, however, it is unlawful to enforce a policy a consumer is not made aware of and doesn't agree to (via signature).

The fact that your consumer care employees talk to people like they are mns for standing up for doing what is right is appalling.Desired Settlement: I want to be refunded for my full purchase price.

Business

Response:

Good Morning Revdex.com,

The policy that the purchaser did

sign at the time of purchase which is located on their sales receipt and via

our website (link provided) is described below:

REFUNDS AND CANCELLATIONS POLICY

You may request a full refund on orders for stocked merchandise at any time up until the time we deliver the

merchandise to you or until you pick it up.

You may exchange or return any take-with purchase within thirty (30) days of

the date of possession for a full refund provided you have your original sales

receipt and the merchandise is in like-new condition and has not been otherwise

used. Take-with sales include:

accessories, rugs, bed frames, lamps, bed protectors, pillows and pillow

protectors.

You may cancel special orders within

three (3) days after the order date and we will refund your Special Order

Deposit in full. If you cancel your special order later than three (3) days

after the order date, we will refund your Special Order Deposit less the

Special Order Fee.

We have in fact made an exception

to this policy for the customer already by allowing an ottoman with no damage

or reported concerns to be returned for store credit. The customer’s account

also shows that as of 12.22.2015 our retail location worked above our normal

procedures and processed a refund of this customer’s delivery fee as a form of

compensation for previous failures that the consumer has chosen not to disclose

to the Revdex.com ($149.99).

At this time the customer’s

account shows no open product concerns and an agreement for compensation (above

normal policies) as accepted. I am not denying that we have previously failed

this customer however we have taken the appropriate steps to correct those

failures and apologize to our customer with compensation. I certainly apologize

further to our customer for any disappointment they are experiencing with what

was selected to purchase though as a business I am unable to determine how we

have failed this customer at this present time (12.31.2015). We try our very

best to keep our policies as transparent and easy to understand as possible and

we stand behind the fact that upholding appropriately disclosed policies is a

business’s way of keeping resolutions fair for all customers alike.

Kindest Regards,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: My husband and I purchased a mattress and several other piece of furniture, spending over 6 thousand dollars on December 30, 2010. We paid $1299.00 for the set. The mattress is covered by a non pro-rated 20 warranty. As of August of 2015, we moved from New York to Florida. Since our move we are experiencing an issue with our mattress. There are body impression that will reset itself. The information that was included with the purchase indicated that this is normal but should clear throughout the day. This is not the case. I called the Bob's store in [redacted] but was referred to their corporate office in [redacted]. After speaking to two representatives I was told their is nothing they can do for me! I was told because I moved away, I could not file a clam or expect any resolution. I was told "I am sorry"! I indicated that there is nothing listed on the warranty that states if you move, you will have NO warranty!Desired Settlement: I would like my mattress replaced and if that can not be done, then I would like the amount we paid plus tax refunded. At this point, my husband and I will have to purchase a new mattress due to the poor condition of the 5 year old we have in our home from Bob's Discount Furniture. I also plan to reach out to the local newspaper and ask if I can print my complaint in their paper so other consumers may reconsider making purchases from this company.

Business

Response:

Good

Afternoon Revdex.com,

We

apologize that the customer is experiencing any disappointment while trying to

use the mattress warranty protection plan. We do absolutely honor that warranty and

would like to take steps to ensure we fulfilling our obligations to the

customer and the mattress manufacturer.

We

do have policy in place requiring a technician report when there is a claim of

a manufacturing defect in order to ensure the mattress has been properly cared

for in the home. Due to the customer

leaving our serviceable area the customer has been told we can not honor the

warranty. As stated on our customer

sales receipt “Service can only be provided within our serviceable area to the

original purchaser” We would be willing to have the customer submit photos of

the issue that they are reporting in lieu of a certified technician report. This may allow us to fulfill both obligations

to the customer and the manufacturer.

-Minimum

4 Photos of the Mattress:

- 1 Picture that clearly shows the entire top surface of the mattress

- 1 Picture that clearly shows the support system in place (foundation, box

springs)

- 1

Picture that clearly shows the indentations at close range

-1 Picture that clearly shows the indentations

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

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 but I do have a few questions. Once I have taken the photos, where do I send them? Do I upload them to the Revdex.com? Also, how long do I have to wait to find out the results?

Sincerely,

Review: we purchased a sofa/loveseat from Bobs and had issues from the get go. they never setup correctly so they send the delivery people back out 2 days after it was delivered to correct it. about 1 week later we called because the reclining feature wouldnt open smoothly, and cant close at all. they came out and the service tech stated nothing was wrong, applied lubricant and left. about 4 hours later we had same issues. when I called to complain, they advised me that I would be available for a re-select and to goto the nearest location and pick out a new set. when we got to bobs they had us look around and we just couldnt find anything acceptable, felt cheap, so we asked about a refund. they advised us to call cust service and they would allow that. when I called cust service, they had me on hold for 45 min, and stated that they needed to pick up furniture before they could apply refund. well, we need a couch that we can use, and they were not able to come out for 3 weeks. this is unacceptable. it hasnt even been in our home 1 month.Desired Settlement: refund the money asap so that we can go out and get a set that works. come pick up the set on a weekend when we are available since we work full time mon-fri jobs.

Business

Response:

Business Response /* (1000, 5, 2013/07/25) */

Good Morning Mr. [redacted],

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

Our records indicate that we are scheduled to pick up the sectional on, July 27, 2013 and you can expect to receive a refund check within 10-14 business days after this date.

Your satisfaction with the merchandise and the service you receive is our goal. It is our hope that you allow us an opportunity in the future to restore your faith in our products and service.

Consumer Response /* (3000, 7, 2013/07/29) */

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

so what your saying is, you pick up the couch, then 2 weeks after that date we get our refund? what are we supposed to do for a couch in that 2 weeks? we need the money to be able to purchase a new one. This is completely absurd. every other company that you return something uissues the refund when you drop off the merchandise. waiting 2 weeks for something that never worked from the get go is rediculous.

Business Response /* (4000, 9, 2013/08/01) */

Our refund policy, as written on your sales receipt states,

For any refund, except as otherwise noted, we will credit the same credit/debit card account on which you charged the original transaction, or we will mail you a refund check from our Corporate Offices within sixteen (16) days if you made your payment by cash, check, travelerâï��ï&i...⇄ check, or money order. For purchases made by debit, you will need to come into the store with your debit card to receive the credit or we will mail you a refund check from our Corporate Offices. We can only issue checks to the person(s) listed as the sold to party on the original sales order.

Consumer Response /* (4200, 11, 2013/08/05) */

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

this is just horrible customer service. when you buy furniture you need the money right away, yet when you return something because it never worked from the start, you have to wait 3 weeks? thats just rediculous.

Business

Response:

Good Morning Mr. [redacted],

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

Our records indicate that we are scheduled to pick up the sectional on, July 27, 2013 and you can expect to receive a refund check within 10-14 business days after this date.

Your satisfaction with the merchandise and the service you receive is our goal. It is our hope that you allow us an opportunity in the future to restore your faith in our products and service.

Consumer

Response:

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

so what your saying is, you pick up the couch, then 2 weeks after that date we get our refund? what are we supposed to do for a couch in that 2 weeks? we need the money to be able to purchase a new one. This is completely absurd. every other company that you return something uissues the refund when you drop off the merchandise. waiting 2 weeks for something that never worked from the get go is rediculous.

Business

Response:

Our refund policy, as written on your sales receipt states,

For any refund, except as otherwise noted, we will credit the same credit/debit card account on which you charged the original transaction, or we will mail you a refund check from our Corporate Offices within sixteen (16) days if you made your payment by cash, check, traveler�s check, or money order. For purchases made by debit, you will need to come into the store with your debit card to receive the credit or we will mail you a refund check from our Corporate Offices. We can only issue checks to the person(s) listed as the sold to party on the original sales order.

Consumer

Response:

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

this is just horrible customer service. when you buy furniture you need the money right away, yet when you return something because it never worked from the start, you have to wait 3 weeks? thats just rediculous.

Consumer

Response:

We still havent received our refund check that they promised, called them twice and they state its sent but still nothing.

Consumer

Response:

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

thats just wonderful, we have had to wait so long for this that we have been without a sofa forever. thanks for doing the worst job ever. as a company you should be ashamed. we have been waiting on this check to get a sofa and all you can say is due to a clerical error. worst company ever

Consumer

Response:

still no check, nothing. this is starting to get really old, I will file a lawsuit very shortly if this dosent happen soon

Business

Response:

Check number [redacted] in the amount of $1634.31 was mailed to Mr. [redacted] on, 9/6/13 and cashed/deposited by Mr. [redacted] on 9/16/13.

Review: I ordered a bed and mattress from Bob's as a Christmas Gift for my child. The two people who came to assemble it did not appear to know what they were doing. I looked at the work and they hadn't screwed in all of the screws!. I pointed that out, They did that and left. We put a sheet over the bed to keep it hidden and surprise my daughter Christmas morning. on Christmas morning when we lifted the sheet my daughter was first excited and then asked why there were cracks and gauged wood on the bed - we found the delivery men had screwed the screws in wrong and they were pressing out on the wood from the inside, causing cracks and gauges. I then called customer support. They couldn't send anyone out for several weeks so my daughter still has not been able to sleep in her bed. I waited a whole day a taking off from work for the service technician and he came at 9:30PM at night! And even though I talked to customer support and sent photos and wrote a description prior, the service man had not been given anything and brought nothing but a small tool box with him. All he did was call into customer support that the delivery men made a mistake and we would need another repair visit. That is even though customer support said he would come with all of the parts to fix it. He spent less than 5 minutes looked at the most obvious gauge and called support to say we needed yet another visit and he would replace a wood part. My husband than pulled the bed form the wall and found more parts that needed to replace - the service man did not even look at that! I spent all day at home from work waiting and he literally came in took a photo called and left - didn't even inspect the bed, let alone do anything to fix it.

I have no confidence the bed was put together correctly, I am really afraid my daughter will be injured as it is a loft bed. According to [redacted] at CT customer support, Bob's will not take the bed back or replace it. Meanwhile I am being charged already for it via their credit plan - even though it is still not fixed and we have never used it. What a nightmare. I want a new bed assembled by someone knowledgeable and I don't want to be charged until it is working. [redacted] at the CT customer support center said she can't help me. That is why I am now starting to document this issue and will continue to do so through every channel possible.Desired Settlement: I want a replacement bed correctly assembled and I do not want to pay for this bed until that is the case.

Business

Response:

Good

Morning Revdex.com,

Please pass

on our sincerest apologies for any inconvenience our initial delivery failure

and service failures have caused [redacted] and her family to experience. Our

records indicate that after this complaint was initially sent to you on 1.08.2015

one of our Customer Care Management Tiers established direct contact with [redacted] honoring the desired settlement of complete bed replacement that has been

requested via this mediation channel.

Our records

indicate that after the service appointment on 1.08.2015 (yesterday) we were

prepared to initially offer a replacement of the “Loft Rails/Slats” as

indicated by the service technician’s report. While we understand the

customer’s frustration we would not expect a service technician to attempt a repair

on an item that he determined would need replacement. While we never anticipate

arriving outside of the estimated time frame we provide (in this case it was

4:59p-6:59p) or failing our customer in any sense there are events that occur

on the road beyond our control that can and will delay our technician’s arrival

time. We thank [redacted] for being available later then the estimated timeframe

we anticipated to arrive within.

In speaking

with the customer today (1.09.2015) we scheduled a full replacement of the bed

and its components to take place on 1.13.2015. We will most certainly follow up

on the coaching concerns that have been presented to us regarding the original

delivery team and we have requested that this replacement bed be assembled with

the professionalism we expect to be present on every delivery attempt.

In response to the customer’s

inquiry about the financing option she used to make this purchase with, Bobs

Discount Furniture aides in the application process and we provide a sales

invoice indicating the primary terms and conditions the customer is fully

agreeing to adhere to. As a business we are not permitted to insert over selves

into the financials of a financed sale with ‘[redacted]’ after the

initial delivery point.

Any and all billing information,

charges for merchandise or interest, and account standings whether joint

financed or singly financed is information that can only be accessed and

administered by ‘[redacted]’. Should this consumer be experiencing

concerns with their financing account they would need to open a dispute with

‘[redacted]’ directly. ‘[redacted]’ will not discuss a customer’s

financing account with any Bobs Discount Furniture representative and

regretfully we cannot force a third party to provide us with information they

consider to be internal records.

We would suggest the customer

contact the Customer Care Office at ‘[redacted]’ directly to discuss the

issues notated within this complaint about charges: ###-###-####.

We are truly

very sorry about the failures caused on our end and look forward to being able

to offer this customer complete satisfaction on 1.13.2015.

Kindest

Regards,

Bobs Discount

Furniture

Consumer

Response:

I want to thank [redacted] a Customer Support Manager at Bob's Discount Furniture for calling me back, researching my case and really listening to my concerns about the safety of the bed. He agreed that we needed to make sure the bed was safely put together as it was a loft bed for my daughter and having screws unscrewed or screwed in incorrectly and cracks in the bed was not acceptable. He promised a new crew would come out and set up a safe bed for my daughter. They came out on time and set everything up, as promised. I really appreciate the fact that [redacted] listened and helped me. Hopefully someone is reading this and realizes he made a huge difference in my experience with the company. He turned everything around. Thank you [redacted]!

Review: I purchased a sectional couch from the Bob's Furniture website on December 29, 2014. At the time of check out only the loveseat section was available and the chaise lounge section was on backorder until January 14, 2014. This information was on the check out screen after entering my payment info. I received a call the next day (12-29-13) from the [redacted] (# [redacted]) and spoke with a representative named [redacted]. He acknowledge my order and that they loveseat was available and the chaise was unavailable until the 14th of January 2014. It was stated that after the chaise was in stock I would be contacted to schedule a delivery date. Move to the next contact from the company on January 16, 2014 (####-###-####) by an automated service call to schedule my delivery. It was scheduled to be delivered on January 18th, time was TBD 2 days prior to delivery which it was on January 16, 2014 between the hours of 0712 and 1012 AM. Delivery was at 730 AM on the 18th and during this time the love seat was delivered and when we asked the delivery crew about the chaise we were met with blank looks and broken English to call the number on my order invoice. They rushed out of the apartment and became very agitated with me when I didnt want to sign for the delivery of half of my order. To prevent a scene with the now agitated lead delivery guy I signed for the love seat which was received in acceptable form. I then contacted the customer care office at (# ###-###-####) and explained the whole ordeal. The woman that I spoke with was calm and nice however she didnt seem to have any information as to why we were not contacted that the order was to be delivered incomplete and had no idea why it was delivered incomplete after we were contacted and told that it was to be delivered in full on the 18th. If I knew this was the case we would have not accepted the delivery and sent it back. 2 more call to the customer care line had led to 2 more people that have no information on the order and you cant find a corporate contact number anywhere that isnt the same prerecorded greeting and options that lead you to the a call bank.Desired Settlement: I would like to get some form of a refund back. I was told I could get a gift card for bobs but after dealing with this I refuse to spend any of my money there again.

Business

Response:

Good Morning Revdex.com,

This customer has been contacted by another one of our Customer

Care Corporate Liaisons. As of yesterday (1.21.2014) we emailed the email

address we have on his customer file with three options for resolution to his

concern. Today (1.21.2014) we have emailed the address that he provided to you

with those same three options.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased Bob's "Goof Proof" protection plan a little over a year ago in conjunction with a bed frame. Recently the support slats under the bed snapped. The salesperson originally told us that the protection plan covered all scratches, damages, breaks etc for the first five years so I called the number to report a claim. I told the individual on the phone that the slat broke because the foot fell over due to a loose fit and the board snapped due to the weight on top with out the extra support. The person on the phone told me that my claim wasn't covered because they don't cover wear and tear. So I asked, if I was jumping on the bed, would that be covered? No, he said, because that would be neglect. At this point, what is covered? So I said again, "no, it's not wear and tear because the foot fell out due to it being loose and then the board snapped because the product failed to operate as indicated." Now the person on the phone calls me a liar and claims that I didn't say that. I asked him to replay our conversation and to call me back. I haven't not heard back and have since Googled this protection plan to find it's a scam.

Product_Or_Service: Bed Frame/ Bob's Goof Proof Plus Protection Pl

Desired Settlement: I just wanted the boards replaced, but I can do that at [redacted] for about ten dollars. If they're not going to handle claims then I'd like to have my money back, about $150. I hope nobody else falls for this scam.

Business

Response:

Business Response /* (1000, 5, 2013/08/13) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account.

Our records indicate that the queen size bed was delivered July 24, 2012 however, you have never contacted Bob's to express concerns with the structure or assembly of the bed; In addition your delivery address is different from the address listed in your Revdex.com complaint, which means if you have moved then the bed must have been disassembled and reassembled in order to complete the move. The manufacturer warranty associated with your purchase expired 7/24/13 and our best effort service plan is only provided at the original delivery address.

If you prefer to cancel the plan, we will issue a prorated refund in the amount of $75.00, with the understanding that your furniture will no longer be covered by Bob or Guardian.

Consumer Response /* (3000, 7, 2013/08/14) */

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

I did contact both Bob's Discount Furniture (the store) and the separate line that I was given by the customer rep for the Goof Proof Plus ("GPP") plan that I purchased. I'm aware that the factory warranty is expired, it's the GPP feature I'm irate about. When I purchased the bed and the GPP, the customer service rep said that any damage incurred over the next five years was covered. She even stated that if we moved and it was damaged in the move, that it would be covered. We knew we would be moving in that five year window so we specifically asked this question. Also, if I've had the program for 1 year and it's a five year life span, shouldn't you at least return 80% of the original fee?

I've also never received such terrible customer service in my entire life. First, I was told that what I wanted replaced wasn't covered because they don't cover wear and tear. Then, I was told they don't cover accidental damage to furniture. (Now this kind of eliminates all forms of damage thus negating the entire policy.) After a long conversation of great frustration, the GPP service rep was going to call me back when an answer. Somebody different called my wife's number, after I specially said to call mine, and told her that the particular part in question wasn't covered.

Please do me a favor and look at the GPP reviews through a [redacted] search. There are numerous complaints. I'd also like to point out that the Terms and Conditions of this plan specifically cover "Breakage of frames, springs, sleeper mechanisms, reclining mechanisms, inclining mechanisms, heating and vibrating mechanisms." The T&C also specifically state that breakage DUE to moving is not covered. I specifically stated that this damage occurred after the move, in fact, much later. The part in question was a piece of the frame that holds up the bed that snapped.

This could have been resolved very easily with a new piece of wood, but that's no longer possible. I want a full refund on the purchase of the GPP plan as I find that it violated it's own Terms and Conditions making the contract voidable.

Business Response /* (4000, 9, 2013/08/24) */

Good Morning Mr.[redacted],

The damage you are reporting occurred, after the expiration of the one year manufacturer warranty and after you reassembled the bed.

Our offer to refund half of the goof proof plan is a courtesy, as refunds are only provided within 30 days of the initial purchase.

Neither goof proof nor Bob's provides coverage against normal wear and tear however, goof proof is designed to cover specific in home accidental damage. Damage occurring during the transit of a move outside of the home is not covered.

There has been no violation of the goof proof terms, therefore, we are unable to honor your request for a full refund.

Consumer Response /* (4200, 11, 2013/08/27) */

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

As I've said before, the damage didn't occur during the move or after. The T&C do not mention that it's void once moved. Feel free to read them, I have. I don't care about the money and I already fixed it myself for $3. I just can not believe the terrible level of customer service I received. I've been given every list of reasons why I'm not entitled to a replacement piece except for one that matches your own T&C. I think this is a fraudulent service and I want people to know about it. Caveat emptor, I wish I had known this was worthless prior to purchasing.

Review: Good Day,I made an order with Bobs Discount Furniture store. Initially I chose to make an order at the Coop- City, Bronx NY location; my order was separate from other (Bob's Furniture) customers that were moving to the same residence and we decided, with the suggestion (from the store representative) that, if we wanted to, we may split the delivery cost. We each notified the Bob's representative in the store that we each will make our own separate orders and then have the items delivered together. I placed my order with a representative in the store, and was told (by that representative) it was best to wait until the largest order was placed before submitting my own order. My order was to include two to three items, "The Orleans" bed and (custom)mattress, and "The Orleans" t.v. chess set. That same day (sometime in June) I told the representative that this was to be my order. He told me at that point he would follow up with me the following week to verify the order had been placed. I received no such follow up. After visiting the store (more than twice), I was told the order wasn't placed yet because one of the other orders (the larger order) was cancelled, after verifying we realized that the order was placed at another store. Having prior knowledge that the order was cancelled and placed at another store, I was told that my order would be added separately to that order for delivery. After calling back to follow up on my order a few days later , I was being told (by the Coop City store), again, that my order had not been placed. I previously gained the order # of/from the other individual (with the larger order) so to help the store reference that order and place my own order for delivery purposes but the representative at the Coop- City store that I spoke with on the phone at this point, suggested transferring me to the store in Flushing, NY (where the separate and larger order was newly placed by the associated customer) and I agreed. After transferring me, I was so frustrated I asked to speak with a manager. I was transferred to someone who identified them self as the store manager; he stated his name was [redacted] and that he reported to [redacted] I explained the situation to him, he promised me that he would resolve it and promised to place the order for me. He mislead me into believing he was placing a separate order for me with respect to the original delivery plan. I asked him about the payment plans. He told me specifically that I cannot have the order delivered with the other order if I did not pay the full cost for the items upfront. I later found out this was a lie. This was contradicting the the original information given to me by the store in Coop City. I was previously told that they had the option of cash, check, or card payment methods and layaway and financing method. I explained this to him, he insisted that I could not pay this way. I advised him that was now untrusting of his store, but because I needed a bed (seeing as I was moving)I will pay a partial amount for a bed (including a mattress)and pay the rest for this and the remaining items upon delivery. I express to him that I originally plan to subscribe to their financing plan. He agreed and I made a payment of $500 via [redacted]- debit. He gave me an order #XXXXXXX and said my order was placed and told me the date it would be delivered. He said to call back to pay additional money for this and remaining items, which he told me would not be ready on the date of this delivery so a follow up delivery would have to be made but could not be made until I settled the financial element of the exchange. I agreed. The order came almost as he said it would on the date promised. The delivery men assembled my bed with a mattress. We tipped them $20. When they left, we realized that they took a mattress from one of the other orders and installed it on my bed. We discovered this after the other customer placed a call to them complaining about her missing mattress in which they insisted the mattress was delivered. We recognized afterwards that the issue was the mattress was misplaced or the original order placed by the store for delivery was misleading. I then realized he did not send me a mattress as promised. I called back the Flushing store to try and find out what was going on and was treated extremely rude by one of their employees, she treated me in almost a manner that was abusive and hung up on me twice. She spoke to me belligerently and when I asked for a manager she rudely told me there was none available. In the midst of one of my phone calls to the store to try to clear up the issue, I was called by the other customer with whom I was to split the delivery cost , and in this phone call she was panicking and telling me that a Bob's Store representative called her and demanded that she tell me to stop calling the store or they will make sure that the credit line taken out to purchase her goods was negatively impacted. That was a threat and that was unforgivable. I called back to ask her for the cancellation department and she then gave me customer care's number. I immediately called customer care to cancel the order, in which (after listening to my explanation - again), she convinced me not to cancel and allow her the opportunity to escalate and resolve the issue. She then transferred me to an account manager. It was explained to me then that a separate order was never created by [redacted] for me, he added me to the order of the other customer (with the original larger order)and that was the biggest part of the confusion. She also explained to me that [redacted], the manager, used my credit to verify and validate the other customer's financing plan as he was adding my items to their order and telling me otherwise. I was told by the account manager that she will escalate the issue for investigation and she will follow up with me the very next day. I agreed and received no follow

Desired Settlement: I would like a full refund, an acknowledgement of what they have done in writing from a Cheif figures in charge and an apology.

Business

Response:

Business Response /* (1000, 5, 2013/08/07) */

Good Afternoon,

I spoke with Mr. [redacted] on 8/7/13 and he expressed his disappointment with the service he received.

I apologized and assured Mr. [redacted], that the service he received is not reflective of the expectations set forth by Bob's Discount Furniture. I have shared a copy of his complaint with the store manager and expect that it will be addressed, internally.

Mr. [redacted] stated that he had no intention on returning back to Bob's to complete his home furnishing needs based on his recent experience; I again apologized and hoped to retain his business by offering a discount off his order.

Mr. [redacted] is expecting a remaining refund of $366.33 for the returned items and I am working with our Accounting department to quickly process these funds.

Review: I purchased a Bedroom set from Bob's in March of 2013. At the time of purchase I also purchased the "[redacted]" warranty with the promise by the salesperson that if anything happens to the furniture it will be fixed or replaced. In November of 2014 two legs which hold up the mattress broke off under the bed. I called Bob's and told them about issue and about one dresser draw that did not work properly. A Bob's technician came to the house on Friday November 21st 2014 to fix the dresser draw and said he would order legs for bed and they would be mailed to me. Never a question about warranty, or how legs broke. On 12-15-14 I call Bob's customer service to inquire about legs for bed. Now I'am advised Bob's warranty ran out and I will have to call [redacted] who runs the "[redacted]" program. I called ###-###-####, the number I was given and called 4 times and was on hold for 30 minutes each time without ever speaking to anyone. On Tuesday 12-16-14 I called and spoke to a customer service rep. at [redacted]. Went through situation with her and was asked how legs got broken. I was honest and told her I had no idea they are poorly made and one was cracked and the other broke off. I only realized they were damaged when I vaccumed under bed. I was then advised that parts were not covered because damage was not caused by a "accident". I told her that I was advised when I made purchase that anything that happens to furniture will be covered under "[redacted]" warranty. I then spoke to a supervisor who informed me the same but could not provide me an explantion as to what a accident is when it comes to damage. After getting no where with her I hung up and called Bob's customer service back. I went through the entire situation again and after several times of being placed on hold I was basically told to call back [redacted] because it is there issue. After wasting three days on this matter, once waiting for Bob's technician and two days of phone calls I'am frustrated and feel I was scammed by Bob's and their warranty program, or lack there of.Desired Settlement: Repair/replace broken legs for bed or refund entire cost of "[redacted]" warranty. As I researched on line I see I was not the only consumer who was taking by this [redacted] promise in which company fails to deliver on. Thank You in advance for your attention to this matter.

Business

Response:

Good Afternoon [redacted],

I apologize that you have personally experienced any

disappointment while working with Bobs directly or speaking with the [redacted] company.

As the Revdex.com is aware, the size of our business is massive and we

would not be continuing to grow so rapidly into new territories if we operated

without honesty and transparency. Word of mouth travels extremely fast

especially in an age of technology and It is a terrible fact I learned many

years ago in my business that a happy customer will typically tell 10 of their

family/friends while an unhappy customer will tell 20 of their family/friends.

Add social media into the mix of that and you can place a zero on the end of

both those figures. I do not deny that we, like any business, have unhappy

customers who have experienced failures or headaches while seeking to resolve

their claims. The internet is a place where information even from many years

prior remains currently viewed and judged upon. Many customers whose claims

have been resolved or denial results overturned don’t feel the need to take

action on reposting/posting positive feedback.

In regards to our [redacted] Plans we have a very high ratio of approved claims

through this plan and the company we partner with. Sadly it is not common that

a customer can access a data base made by other customers of great reviews on

their successful claims experiences. In most cases the plan costs about 10% of

the merchandise cost to the customer and Bobs is paying for technicians (don’t

forget about gas), parts, and the cost of disposing and providing new

merchandise in many scenarios. I cannot imagine how we would be making money

off of this plan when we are paying out far more than what is charged to help

our customers. I do apologize that this customer believes to have experienced

any confusion during their time of sale, we do not deceive our customers,

support products and plans we do not find valuable, and we do not force our

customer into buying any product. To categorize our protection plan as poor

quality or state that all of our customers are complaining just doesn't

give the nearly 3,000 customers that are receiving a great experience today and

in the future, as well as my nearly 4,000 team members who strive every day to

make the experience a pleasant one, ample credit.

We are genuinely very sorry when our customers experience failures that result

in any amount of unintended inconvenience and we stand by the quality of our

merchandise and the integrity of our entire organization. Please don’t ignore

the fact that the internet contains a small percentage of complaints which stay

on forever. We take great pride in the reality that on a daily basis we

maintain a vastly larger pool of customers who are completely satisfied with

their merchandise and their experiences with us overall. Our customers, our

ability to recognize our failures and take ownership to make them right have

allowed us to become the 15th largest furniture chain in the

U.S.

I would like to help you resolve your concern with the support

legs directly and should you find this acceptable you are welcome to email me

at [redacted] .

In researching your product I have found that this manufacturer

offers three different types of support legs. There is a center support leg, a

short support leg, and a long support leg. I certainly don’t want to cause you

any further inconvenience and if at all possible request that you send me a

photo to show what currently exists under your bed so that I can order you the appropriate

parts.

Please feel free to contact me directly by email or if you find it

more suitable, we can continue to use the Revdex.com for their mediation assistance.

Kind

Regards,

Bobs

Discount Furniture

Consumer

Response:

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

Sincerely,

Review: I am a new owner and when we bought our house we were excited to purchse our kids their first actual bedroom setThe experience was a disaster! We purchased items months ago and finally got it delivered after attenptsThe furniture kept coming damaged or the wrong pieces they requested to be swaped came back incorrectI wasted hours in variuos occations talking to customer servive not to mention all of my saturdays waiting for the next attemptI understand that this furniture is discounted but their is no reason for us to be receiving damaged furniture specially when the total purchase price was over $Customer Service offered nothingAt first they said they did not return then they said store credit but I specifically purchased this punk bed because it is twin and full and Bob's has no other furniture like thisTHen I asked if Goof proof could be purchsed since obviuosly this is a cheap furniture that could not even get delivered without getting damaged and they said noThis was suppoused to be a nice time for us and my sons birthday present but that was all messed up.Desired Settlement: I would like half of my purchase price back from Bob'sNot only to cover obviuos damages that will happen to my furniture that I will have to cover since they did not offer me Goof Proof but also due to my Saturday mornings being wasted since they continued to make attempts due to their damamged deliveryThis is very unfair to me and my kidsWe only get free mornings a week since we work and have school and for weeks we had to be home waiting to make plans
Business
Response:
Good Morning [redacted],
I cannot apologize enough for the dissatisfaction you have continually experienced as a result of Bobs Discount FurnitureIt is appalling to learn that you have had to take so many days away from your life just to receive the furniture you purchased in good conditionYour frustrations are our fault and I assure you our valued customers are our first priority
There is no amount of compensation that will give you back the time you lost waiting for the merchandise to be delivered correctlyWe failed you in properly delivering your merchandise as agreed upon the first time and we have done everything in our power to make that failure right with youThere is no question that you deserve further compensation for the aggravation we have caused you and your familyWe are unable to offer an additional discount on merchandise that is in our customer’s possession damage free; however we can refund the price you paid for your delivery feeI am so sorry again for the poor experience you have received from us and we would genuinely appreciate an opportunity to serve you again as our customerOn top of refunding your delivery fee ($+ taxes) we will mail you a $gift card to Bobs Discount FurnitureThis gift card will have no expiration date and can be used for many accessories and take-with items should you not want to receive delivery from us again
Please respond to me as I am eager to help you with these concerns, I will process this offer for compensation once I receive your response
Thank You,
Bobs Discount Furniture
Customer Care Corporate Liaison
Consumer
Response:
Review: [redacted]
I am rejecting this response because: this issue is not solely based on one delivery date but multiple days and the quality of the furniture purchasedRefunding me delivery honestly will not save me anything on the actual price I paid for the furniture nor all of the days wasted waiting for the deliveriesAs for the gift card thank you very much but I don't think I will find anything for $that is reasonablethank you in advance for reviewing this matter
Sincerely,

Review: Someone should research the selling "tactics" of Bob's Discount Furniture stores. We purchased several pieces of furniture ($2700 worth) and were told that all but two twin head boards were in stock and ready for delivery. In order to hold the furniture they required full payment up front which we did. Six days from delivery a Bob's representative calls us to tell us that a couch was not available and that it would not be delivered when scheduled. They basically took the couch we purchased and sold it to someone else since their delivery date was sooner even though we paid for it first. Bob store's told us it was first come first service sale which was not fully disclosed at the point of sale. They wanted full payment, told us our furniture was in stock, and then delivery the furniture we paid for to someone else and told us our furniture was now on back order. I don't believe this is a fair and proper way to conduct business and something should be done to correct this unjust process. In addition, Bob's Discount Furniture took our payment on 6/23/2013 and held our money for 21 days until providing a refund on 7/14/2013, most likely collecting interest all that time while not abiding by their sales receipt that indicated a delivery date of 7/20/2013.

Product_Or_Service: furniture

Order_Number: XXXXXXX

Account_Number: XXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

Interest paid to us for the 21 days Bob's held our money.

Business

Response:

Business Response /* (1000, 5, 2013/07/18) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have reviewed your account and apologize for any and all inconvenience, merchandise back order and omission of information as it relates to the availability of your furniture items.

Bob's Discount Furniture requires payment in full unless you are setting up a price protection order. Due to the limited size of our warehouse we are unable to hold merchandise that is not scheduled for delivery, even if the order has been paid in full. We have a revolving inventory system and we are able to maintain 90-92% merchandise availability at most times. If an item is on back order, at the initial point of sale, it is expected that the sales associate inform you of such thus, allowing you the option to wait for the merchandise or cancel the order. Bob's Discount Furniture prides itself on being honest and upfront with our customers and I expect that this is a goal upheld by every sales associate.

Your satisfaction with our service and merchandise is one of our primary goals. We humbly ask for the opportunity to reinstate your order which our allow us an opportunity to provide you with the service we pride ourselves on. If you decide to reinstate the order we will place a $150 gift card on your account to be used toward the balance.

Review: I bought a Xfactor 7 piece pub set in June 2014 that has the edges of the chairs chipping paint because it is very soft wood. The decorative pieces fell off, the chairs are very unstable and loose. My husband has retightened the table and chairs but they keep getting loose. When you sit in the chairs they creek . I ha a tech who came out and offered to fix the table surface which was MY fault but I am disabled and can't handle smells of paint or polyurethane. I explained even if he repaired the surfAce what about the issues with the screws not holding anymore. I have spent most of the day on hold at Bobs with Cece, then Mike and lastly Eileen and each time I was denied speaking with a supervisor the last call was 58 minutes on hold. If that was not bad enough in Feb 2015 we bought a 3 piece Bailey sofa set and those also had manufacturer issues. Metal sticking out of the back. Ripped cushions from the exposed metal and the cushions are flat. After the tech left I spoke to Cece who said we have $999 for a sofa reselect but nothing about the table. The tech never mentioned the table. She said at 10 am she call back never heard. Call back spoke to Mike who was very nice and helpful and apologized for EVERYTHING unfortunately his supervisor said she couldn't do anything. I was advised to call the store where I purchased it [redacted] and speak to the manager. I called and spoke to a manager named John I explained my situation and he said he'd call back. I guess I wasn't worth his time because someone else called back and said the manager can't do anything and to call customer service. I called customer service back and asked to speak to a supervisor. After 58 minutes of getting the run around and being put on hold I politely got off the phone. I bought my first set of furniture approximately 20 years ago it is in my living room in pristine condition. Today's furniture is made like garbage. This is my 3rd reselect because the furniture keeps falling apart. I read so many complaints on [redacted] and [redacted] etc I decided to try this Revdex.com claim. When we went into your stone in January 2015 to Reselect our sofa one of the salesmen even refused to sell us certain sofas explaining to us that they were carp. Pretty sad when the employees don't even want to sell the furniture. My children are 20 + 15 years old we do NOT abuse the furniture which is why we still have our original set which was originally delivered to [redacted]Desired Settlement: My desired outcome would be to get the $999 sofa set + $99 goof proof+ $599 table set +$99 goof proof and taxes refunded in full. I do NOT want a reselect just to have this aggravation all over again. So $1796.00+ tx

Business

Response:

Good Morning Revdex.com,

Please pass on our apologies to the

customer for the concerns they have experienced with their furniture.

In regards to the living room furniture

we will agree to pick up the merchandise and issue a refund to the customer in

the amount of $1,191.03

(Current living room set, Goof Proof Plus, and taxes) after the merchandise

has been fully checked into our distribution center. The customer has had

several living room sets and experienced a combination of disappointments

stemming from normal wear and tear and manufacturing defects. We will work

above and beyond policy to meet the customer’s demand in the case of living

room product.

Please note: the refund will be

issued in the form of a check due to the fact that all payment methods used on

this account (credit cards) have long passed their expiration date. For

security reasons our system only allows a refund to be processed to the

original credit card number/ card used during the transaction. The “checking in”

of product will take an estimated 2-3 days after the scheduled pick up date and

as our sales invoice clearly indicates a check can take up to 16 days to fully

process back to the customer.

The customer can

contact our Customer Care Office (###-###-####) at their earliest convenience

to schedule the removal of the current Sofa, Chair, and Storage Ottoman.

In

reference to the dining room furniture – The customer was granted a reselection

on a previous set from 2014 as an extreme courtesy. At that time one of

the customer’s chairs had a rung that came off of the chair. We asked the

customer to pay $10.00 (+tax), because they were beyond the warranty period

associated with this chair, for a new part and the customer refused. Instead we

agreed to take back the entire set of dining room furniture and deliver

what the customer currently has. The current table in the home has extreme

signs of in home damage to it (please see the attached pictures). As a business we are unable to make any more courtesy

offers to the customer in relation to the dining room merchandise. We are happy

to offer service, parts, or replacement on the chairs under the terms and

conditions associated with the customer’s Goof Proof Plus Protection Plan.

Our technician reported to us that he attempted to offer service on these

chairs on 9.16.2015 and was told by the customer not to repair. The concern the

chairs are having is serviceable and we

guarantee the product thru the five year protection plan period.

If the customer still wants to refuse service

and would like to look into the option of using up their one time replacement (this

means fulfilling the protection plan purchased) they may submit photos of all

the chairs to the Revdex.com so that we can review the overall condition of the

merchandise. We will respond with what option for replacement is available

after this review. It is acceptable for any retailer to expect that the

merchandise will be kept in overall good condition prior to the initiation of a

warranty claim.

Kindest

Regards,

Stephanie

A. G[redacted]

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I have already called Bobs and ACCEPTED the return of the sofa, chair and ottoman in exchange for a check for $1191.03

Review: brought a bed from their Pit - I was told by the salesman that it was not defective, just a close out (white tag not a yellow tag) - the whole leg fell off of it as I was trying to put it together- it had been previously broken and glued back together! - their response was you may return it for store credit only because their sign says you buy it "as is" and they had previously credited me $50 for the srapes and scratches that their inexperienced employees caused carrying the bed out of their store - Are they allowed to lie about a product and then stand behind an "as is" sign?Desired Settlement: I paid a talented friend to try to fix it as best as he could - not only did the leg have to be reattached and braced, he had to devise a way to support the rails because they did not send the correct number of supports - I would like at least a $50 refund to defer the cost of trying to make the bed usable

Business

Response:

Good Morning [redacted],

I apologize that you feel that you

were lied to during your time of sale and that you have had to deal with any

product concerns while getting your new bed fully assembled. The time of sale

is a very exciting time and I assure you that it is never our intention to

provide our customer’s with anything but honesty and transparency. While I wasn’t

present during your time of sale I do stand behind my colleagues while I state

that I’m sure your product was a close out item and was sold to you under

honest terms. Close out items are known to occasionally come to our pit

locations from various show room floors. This would indicate that the product

has been used by many customers that have traveled through our showrooms

getting up and down off the bed. Our products sold from our pit locations are

sold as is because it is never possible for anyone to guarantee how much usage

a clearance product has sustained. Again, I am so sorry that you experienced

any disappointment with your purchase and I assure you that Bobs Discount

Furniture sympathizes with our customer’s concerns. As the retailer of this

product and because this product was picked up from our possession we have no

clear idea of how the product traveled to your home and what condition the

product was actually in when it arrived to your residence.

At this time we can offer to meet

you in the middle of your request for settlement out of extreme courtesy. We

are forgoing our normal processes in an effort to please our valued customer

and we do hope you will provide us with another opportunity to earn your trust

back in our business in the future [redacted].

I have processed the paperwork for

your refund of $25.00 and ask that you please contact our retail location to complete

the full processing of this financial transaction. Should you wish to accept

this offer I have left some instruction below for you in reference to

contacting our retail location.

Review: On 08/04/2015 I placed an online order for 2 Pub Chairs with Bob's Discount Furniture. My debit card was immediately charged 150.24 and I received an email from the company confirming my order and payment as well as advising me that a store representative will contact me within 24 hours to schedule delivery. I called their customer service line on 08/10/15 and spoke with a representative who provided less that stellar customer service and could not explain to me why I did not receive a call within 24 hours as promised in their email. The representative then informed me on the call that my order would not be available for them to schedule delivery until 09/05/15 when they are scheduled to get it in their warehouse. When I inquired of the representative as to when was someone from their company planned on contacting me to let me know about the delay for the order, she could not provide me with an answer. At that point I asked to be transferred to a supervisor. I then spoke to a account specialist who I expressed my displeasure with the overall poor customer service experience I've had thus far with the order and the representative. The account specialist apologized and assured me that the item will be in on 09/05/15 and I would receive a call to schedule a delivery. He also advised me that once the pub chairs were delivered I could speak with the company and they would provide me with a credit for the poor experience. I advised the account specialist to make a very detailed notation regarding my complaint and poor experience as well as he should indicate I would receive a credit but I would not accept a "bt" low amount of credit.

On 09/05/15 I received a call from Bob's Discount Furniture and spoke with a representative to schedule my delivery for Friday 09/11/15. The representative confirmed my delivery address as well as my contact number. She advised I would get a call at least 2 days before delivery providing me with a time for the 4 hour delivery window as well as I would get a call on the day of delivery within 1 hour of the delivery. On 09/10/15 I received an automated voice mail message advising me of my delivery window between 1:30pm and 5:30pm on 09/11/15. I called to reschedule the delivery and the representative that attempted to reschedule the delivery was having issues and asked to put me on an extended hold to figure out what the issue was. Upon her return she advised she spoke with her supervisor and informed me that she was having an issue with rescheduling because my order only had 1 of the 2 pub chairs ordered and the second chair would not be available until 2017. Yes I do mean 2017 not 2016. At this point I asked why I was not informed about this when I was called to schedule the delivery and the representative could not provide an answer. I asked to speak directly with a manager. I expressed to the representative that I did not want to speak with an account specialist or a supervisor. I only wanted to speak with a manager. The representative advised she did not have a manager available but she would request that one calls me and I would receive a call back that day.

It is now 09/13/15, which is 4 days after I spoke with the representative and I still have not received a call from a manager. This is just another demonstration on the poor customer service that Bob's provides from the front line employees to their management team.Desired Settlement: I would like a full refund of the 150.24 I paid for the pub chairs. I also want to receive a store credit in the amount of $700.00 for the overall poor customer experience, lack of customer value, failure to deliver on promises from the product to the customer contact on multiple levels.

Business

Response:

Good Morning [redacted],

I am sorry to learn of all the failures you experienced as a

result of our obvious coaching needs. I sincerely

thank you for escalating your concern so that we can identify our points of

failure and grow as a business for all of our customers benefit.

Our system identifies that we completed the processing of your

refund on 9.13.2015.

While I can certainly acknowledge the reasons why you feel you are

owed something additional after the cancelation of your sales order, over 4

times the amount of your initial sales request (which has now been returned) is

a compensation demand beyond the realm of applicable.

As a business our greatest loss is and will remain loosing your

trust in us. Our responsibility to you as a consumer has been fulfilled with

cancelation and refund of your initial order and any compensation we deem fit

as a future incentive remains to be at the internal discretion of our business.

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 the 15th largest furniture retailer 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 you wish not to provide us with another opportunity to

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

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

as our free gift of apology, with use of the gift card. We are happy to offer

you a Bobs Discount Furniture Gift Card in the amount of $50.00 as a final

apology.

It is undoubtedly your right to refuse or accept this offer,

should you accept we will have the gift card mailed out to you within 7-10

business days of your acceptance. Mail will be posted to (unless otherwise

informed):

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Stephanie,

Review: I made a purchase 15Nov2012 and was told of a protection plan for any accidental or manufacturing damage coverage for 5 years. I informed the agents that I would be shipping my items to [redacted] as I was relocating and was informed that they coverage was for anywhere in the USA. I had a spill on the couch that I cleaned with the cleaning agent I was given. I noticed a week later that the couch was ripped and there were scratches on the couch. I reached out the to [redacted] to file a claim and was told that it was being considered as a manufacturing issue. I called bob's discount furniture's customer service and they said it was an accidental damage. I was getting a run around from both customer service reps until today 12May2014 when a bob's customer service agent said they cannot help me as I was outside their coverage area. I am officially filing a complaint against Bob's furniture as they are not honoring their commitment. They are full of phony gimmicks with absolutely no value which goes against their self professed motto.Desired Settlement: I want the couch to be replaced or a full refund.

Business

Response:

Good Afternoon

Revdex.com,

Our records indicate that as of yesterday (5.12.2014) Mr.

[redacted] has been provided a credit for

the merchandise he is reporting to have concerns with. We tried to contact Mr.

[redacted] yesterday at 3:01pm on the same number he has provided to us in this

complaint, we received an automated error that stated our customer was “not accepting calls”. If Mr.

[redacted] has questions regarding the credit we have entered for him please ask

him to contact us at ###-###-####.The credit number reflected in our system is [redacted] and this credit will remain open until 7.12.2014.

Kind regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: Me and my wife purchased a table from bobs discount furniture on [redacted]. When the item was first delivered the item was delivered cracked, and we refused. The second time the table was delivered which is the table we presently have, the surface of the table was not entirely smooth. The delivery man said to me it was glue and to go to my local [redacted] to store and purchase a solvent to remove the glue. I contacted customer care and was informed that they would have to send a tech. out. The tech came examined the table and declared the table a manufacturer defect and that customer care would call which they didn't to set a time to pick up defective table and bring a replacement table. The delivery man came again, and upon examining the table, again the clear coat to the table was not finished correctly. During the process my wife had been in touch with ** General manager at the I a discount furniture store [redacted] where we purchased it who had informed us he was sorry and that he would place the item to be replaced and with special instructions to have the table inspected before going onto the delivery truck, before being delivered to my residence. The delivery men came once again, were me and my wife were informed that the general manager never put special instructions to have the furniture checked. The driver explained that had there been special instructions to check the package the box would have been opened and resealed and taped and signature of person who inspected the item. Immediately the driver spoke to customer care and explained he had no notes as to the special instruction to check the package. My wife called to speak to ** when he came in and spoke to a rep while ** was being heard in the background. My wife explained the issue and ask to speak to ** at which the aggravated employee transferred the call to customer care without informing us. Customer care informed us they will not send us a new table, because after a certain amount of delivery attempts. They deem that there is a issue with that table from the manufacture so the options that were given to us was full reimbursement, which would not be credited to my credit card which was the method of payment. I would have to wait for a check in the mail.( While not having a dining room table.) a concession to keep which would be 20% to keep the warranty or 30% not to keep the warranty. And was given the option of re-selection (which is out of the question)

after discussion with my wife, we want a new table. The first time we were not responsible for the table being delivered damage. The second time we accepted the table based on the inform the delivery man had informed us, which is when we called customer care.

The third time the furniture was the same with defective clear coat, and the forth time was suppose to have special instructions by the manager [redacted] office, that the table would be inspected before being shipped, which was not a full filled agreement by him or the company. That table was refused as well.

Concluding all we want is a table that has been inspected and given to us the way it should be given to us free of any defect.

As a company you should be a shamed of your selfs because if that was anyone of you making a purchase for yourselfs and received the quality I recieved you too would be making a complaint.Desired Settlement: I want what was promised by your general manager ** to have the table inspected and redilvered.

Business

Response:

Good Morning Mr. [redacted],Thank you for choosing Bob's Discount Furniture. I apologize that the dining table has arrived to you on multiple occasions in unsatisfactory condition. I have processed the necessary paperwork allowing one final delivery attempt with a special inspection. Currently the table is on back order until the last week of June or first week of July; we will contact you when it becomes available for delivery.The [redacted] dining table is 100% genuine marble. Due to the natural characteristics of the stone, there may be small fissures, lighter or darker tones, color variances and pronounced variations in the stone pattern; each table will present differently. Without seeing a picture of your table it is difficult to determine if what you are witnessing is normal or a defect in the product. The dining set you have selected is one of our more popular sets and it is obvious that you really like it however; it is important to familiarize yourself with the characteristics of marble. In an effort to explore all possible options for recourse and to avoid any further inconvenience you may; * Keep the table as is with a 30% refund $95.83 (voiding the manufacturer warranty but keeping the goof proof plan) * Return the complete [redacted] dining set and reselect to a different style. * Return the set for a full refund Your business is appreciated and I apologize for the service you have received and inconvenience we have caused.Thank you,

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. Until the resolution is completed, I would request this complaint still be active, until Bob's Discount Furniture delivers its promise to me. I also would like to notate that this transaction according to Bob's Discount Furniture would not take place until the end of June 2015, beginning of July 2015.

Sincerely,

Review: On or about April 4th 2015, I purchased A [redacted] Loveseat. This item was listed online and in store as having "construction grade SOLID HARDWOOD frame construction" After I was finally delivered an unbroken love seat (3 attempts), I decided I would do some checking myself. Come to find out the frame is made of OSB (oriented strand board) which is neither SOLID nor made of HARDWOOD. I spoke to the manager of the store where it was bought, and he offered me a 25.00 gift card. I then told him I was going to file a complaint, and he told me "go ahead it wont matter".Desired Settlement: I would like a full refund so I may go to another store, or at least a partial refund to reflect the type of furniture I actually got.I would like to also make sure that BOB's does not continue to advertise falsely.

Business

Response:

Good Morning Revdex.com,

I have personally contacted [redacted] today (7.21.2015) and sincerely

apologized for the mistake in our advertising as well as the lack of care he received

at our store level when initially reporting this to us. We are very embarrassed

about this error and I have thanked [redacted] for bringing this to our direct attention.

We have pulled the current sales floor line up sheets from all of our retail

locations and begun making the necessary corrections to our communications. We

have made this error right by refunding our customer a fair percentage off the

purchase price paid for this particular model loveseat. As discussed with our

customer, the active warranty protection will remain active for its original

five year term.

We expect our customer to receive the refund check in no

more than 14 business days and the customer has been provided with my direct

telephone number should any follow up to this concern be needed.

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.

Also would like to note that [redacted] made me feel like "Finally" someone is hearing me.Thank You [redacted] !!!

Sincerely,

Review: My complaint is that when my bedroom set was deliver they did not remove my old mattress. The deliver person said that it was not on him paper and would not let me see it, and did not give me a receipt. I call back on Saturday and spoke to a customer service person to let them know that the deliver person refuse to take my old mattress,because it was not on the paper. The customer service person told me that they would have someone to come out on Wednesday to pick up my old mattress and I would get a call to let me know what time they will be coming. Well Wednesday came and know one came to get my old mattress. They was supposed to come between 1:30 p.m to 3:00 pm which they never show up. I do not understand how Bob Discount Furniture is still in business if they can not meet their customer need. So the old mattress is still in my house.Desired Settlement: I would like someone to come and take out my old mattress, and would like someone to call me. Also they deliver person need to go back for training.

Business

Response:

Good Morning

Revdex.com,

Please let

this customer know that we are very sorry for the confusion on our part that

caused this concern. I completely agree with our customer regarding our

delivery team’s need for re training. Removing ‘old bedding’ is habitually

completed as a unified process and I apologize again that our failure caused

our customer so much inconvenience. Please thank our customer in bringing this

much needed coaching concern to our attention so we may address accordingly.

Our records

indicate that this customer’s ‘old bedding’ was removed on 4.16.2014 at approximately

4:38pm. Can you please ask this customer to confirm that she still needs the old

bedding removed? It is extremely rare that we would have a record of a return

that did not occur and I apologize again for taking up more of our customer’s

time to get this clarification.

Thank you,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I had to paid someone to remove the old bedding . I should not had to make a complaint . Your delivery people should know what that one one there job to do is to remove the bedding. Before they set up. Let Bob know that they lost a customer and I also will let my friends and family not to buy any thing from there stores.

NOT A HAPPY CUSTOMER. VERY DISAPPOINT CUSTOMER.

Review: This is a product issue the bobopedic bed I purchased is toxic I broke out in hives and body sores sore throat eye pain body aches my doghas renal failure I purchased the bed moved stored the bed slept on the bed and started getting more sores damage as well as mydog had hives went to vet a staff infection and came home from filing a complaint in freeport at bobs to find blood all over had to rush her to the vet. It took me all this time to figure out what the heck was wrong To think a bed was destroying us. We sleep on the couch.I would like them to take the bed refund my money and a law suit is in order.our health is damaged I have to give her fliud treatments every other day this is exhausting to my well being I am going to my dr at 3 today to fi ially let them know this skin problem where I recieved a tetnus shot and shots to my belly is because of my bed .polyurithane laminate cover andpetroleum Gasses I as well found pics of others with the same skin issue as myself finally....I have an answer to this damn delemma of hell ive been living they must not continue this product please advise others Buyerbeware health hazard death due to affixiation rash skin ulcers bone pain kidney failure all inthe nameof trying to get a goods night rest. Nightmare.Desired Settlement: Lawyer needed lawsuit for compensation vets bills bed removed and money back pain and suffering and public awareness.the cute little bob clay man is a fraud. I would like 2.5 million dollars in damages...And The Bed Not allowed to be sold in any stores buyer beware Health Hazard

Business

Response:

Good Morning Revdex.com,

The ‘Bob O Pedic’ mattress delivered to this customer on 03/21/2013 is not a toxic product and we do not sell harmful products. All polyurethane foam is the result of the reaction between Polyols and Isocynate compounds. The gas which they create in the reaction is what causes the cellular structure of the foam to form and rise. This gas is primarily carbon dioxide and of course, trace scents from the compounds. After reaction, the large foam blocks are permitted time to cure and at that point, the foam becomes a totally inert mass, which has no chemicals to leach out. The block of foam are cut immediately after the cure and are then laminated to make the core of the comfortable, supportive mattresses as sold by Bob's Discount Furniture. These laminated mattresses are then compressed and rolled and wrapped in air tight poly bags for ease in shipping and sanitation concerns. Thus the mattress when it is decompressed carries and emits a small amount of the gases and this is the odor which one experiences when the mattress is initially placed in the customers home. This initial odor will normally dissipate with regular usage very quickly, depending on where, when, type of wrapping, and how long this mattress was “stored” for could have affected the normal time period related to the non toxic odor dispel.

We last followed up with this customer on 9.15.2015 and advised, as a courtesy, we would provide a store credit (based on the price paid for this mattress originally) so that the customer could select a mattress that better fits their needs as an individual. IF the customer is legitimately having an allergic reaction to the mattress itself this is a concern related directly/solely to this individual as we would never sell a product that could be harmful to any customer.

We have already made an appropriate offer for resolution and convey that this offer of store credit is the most fair and adequate offer available for recourse in this specific scenario.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I bought a sectional from Bobs 4 years ago. With it I bought a protection plan from Guardsman. The couch sinks in completely when you sit on it and there is some tearing. I tried going through the Guardsman protection plan to have it fixed and they denied it. they said I needed to report the damage sooner. It was damage that happened over time there was no specific incident that caused the damage. I have the protection for another year and they wont help me.Desired Settlement: I just want a refund for both the couch and for the warranty.

Business

Response:

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that you are disatisfied with quality of the sectional you purchased in 2009.

Our records indicate that you first contacted our customer care department on, 10/22/13 asking questions regarding the goof proof plan and we provided you with the answers. Bob's Discount Furniture and Guardsman (goof proof) are two separate companies and neither has the ability to make or change decisions based on the other's furniture warranty or plan. Guardsman is designed to provide recourse for five years against most in home accidental damage, when properly reported and Bob's provides recourse for a period of one year against manufactuerer defects. Given the 2009 date of delivery and the four years that passed while experiencing discomfort, sagging seat cushions and tearing we are unable to honor your request for a refund. Sagging seat cushions generally occur as a result of normal wear and tear. As a courtesy, Bob's Discount Furniture will be happy to offer you our best effort service and arrange for one of our technicans to visit your home, inspect the merchandise, determine recourse and provide repair, if possible. Please contact our customer care department at ###-###-#### to scheldue the free best effort service.

Review: Early this year after my sofa and loveseat began to peel for not reason whatsoever. I called the telephone number on my extended warranty pamphet and was told that I wouldn't be covered. My sofa and loveseat are less than 5 years old. It has never been punctured nor torn. It was a bonded leather sofa that's fabric began peeling off from the seams around the seat cushions and moved to the other area real quick. It is very disappointing and disheartened when you purchase a extended warranty believing that such things would be covered and then told it's not. I am very disappointed with Bob's furniture quality as well. I purchased several furniture pieces from this company and all of them have had something go wrong just from just your average usage. I have no small children or pets that would have any added impact to this furniture. I will never purchase a single item from Bob's nor will I recommend it to anyone.Desired Settlement: a sofa and loveseat that doesn't peel like a dog shedding hair.

Business

Response:

Good Morning Ms. [redacted],

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

According to our records both items were delivered September 2009 however, there is no record of you contacting our customer care department to report any issues with cracking and peeling. The manufacturer warranty was effective for a period of one year beginning from the date of delivery. Cracking and peeling is common with bonded leather furniture, especially with four years of everyday normal use. The five year goof proof plan is designed to provide coverage against most common in home accidental damage; cracking and peeling would not be covered unless it is the result of a specific incident.

Although the manufacturer warranty has expired, Bob’s Discount Furniture is willing to explore possible options for recourse however, you will need to submit 3-4 pictures of the sofa and loveseat showcasing the cracking and peeling as well as the overall condition of the furniture. Upon receipt I will view them with our Service manager to determine what recourse, if any we may be able to offer.