Bob's Discount Furniture

Review: Refuse to honor [redacted] Warranty Services Complain #[redacted]. Goof Proof 5 year warranty against accidents and damages. None of the documentation state you need to know how the accident occurred in order for the claim to be eligible. None of the clauses given was listed in the material handed to me as a customer. Additional information on the policy was not give in the original paperwork nor mailed to my home.Desired Settlement: I would like for Bob's Furniture to honor the 5 year warranty purchased against accidental stains and damages to Breakage of the wood frame structure or other hard surface as stated in the protection plan verbatim and replace my couch.

Business

Response:

Good Morning Revdex.com,

I reached out to [redacted] by phone today (8.05.2014) on

the daytime number she has provided in this complaint. I have left a message

with my direct contact information so that I can directly assist our customer

in resolving this concern. I am very sorry for any troublesomeness [redacted] has endured while seeking to get her concern rectified and I am eager to receive

her return call so that Bobs Discount Furniture can offer our customer the

satisfaction she deserves.

Thank You for the opportunity to make it right,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I had purchased brand new furniture for approximantely $1200, including a warranty of approximantely $200 from Bob's Discount Furniture store. My warranty includes repair and/or replacement on my furniture if damaged. My furniture has been damaged by normal use. I have called my warranty & Bob's Discount Furniture about this matter. They did make it to my home to view my furniture, however, I was denied services about repairing and replacing my sofas. I have been calling Bob's Discount Furniture over and over and getting poor service with no help from your company Bob's Discount furniture and from the warranty department.Desired Settlement: As my contract indicated I need my furniture replaced and/or repaired as soon as possible.

Business

Response:

Good Afternoon [redacted],

I apologize that you have been met with any inconvenience

while seeking to get your furniture concerns rectified through Bobs Discount

Furniture. The additional coverage for accidental damages you purchased is

managed through a company called [redacted] Protection Products, Inc. Bobs

Discount Furniture offers our customers a one year guarantee against factory

defects and during the year that you made your purchase (2012) buying the Goof

Proof Plan we offered did not extend that factory guarantee past its initial

year. You are currently beyond any guarantee period through Bobs Discount

Furniture. The technician we dispatched to your home on 06/06/2014 was done so

as a courtesy to you because we wanted to see how we might be able to assist

you prior to referring you to the furniture protection plan you purchased (Goof

Proof – [redacted] Company).

I have reviewed the photos our technician took of your merchandise

and regretfully due to the amount of damages that your furniture portrays we

are unable to offer you recourse. The damages you are reporting are not related

to a factory defect and should Bobs try and repair customer caused damages we

run the risk of becoming liable for goods that have been damaged beyond our

control. We do have replacement fabric available for the ripped seat concern I see

in the photos at a cost of $50.00 + tax. If you’d like to purchase this part

for replacement you may contact us at ###-###-#### and we can initiate this

sale process on your behalf.

You may contact

[redacted] Protection Products, Inc. directly to file a claim under the protection

plan you purchased. I apologize for any confusion that may be present however

you have been denied further assistance free of charge from Bobs Discount

Furniture and not from the actual company who manages the protection plan you

purchased during your sale. I double checked to be sure and [redacted] has no

claims on file for you at all, contacting this company is the best option for

recourse at no cost to you at this time.

I have mailed you a copy of the [redacted] Plan/Terms and

Conditions. I strongly suggest

that you read through the guidelines for what accidents are covered and how

[redacted] expects you to report these damages prior to contacting this company. The phone number/website

will be listed on these documents for your use after reading through the

coverage materials. I have mailed you these documents so that you will have the

most education available to you prior to reporting your claim for coverage. I

apologize again for any frustration this process has caused you and look

forward to you seeking recourse directly through the additional coverage you

purchased.

Kind

Regards,

Bobs Discount

Furniture

Customer

Care Corporate Liaison

Review: When placing my order for furniture with Bob's discount furniture, the web version did not work correctly so I called customer service who was helpful in placing my order. She talked me into purchasing their insurance for the furniture by claiming that with the insurance policy cam included free redelivery services for up to 5 years. I specifically asked, "so if I want to move in a year you'll move my furniture?" She said yes, so I purchased the insurance. A year later, today, I called up to use this service and they not only say they have never heard of it, but claim they are unwilling to do anything to rectify the situation. They sold me the insurance policy based on fraud, and will not return my money, nor offer me any kind of recompense. I dislike being cheated and lied to, and I want something done about this. They have already lost a customer forever, and I will put the word out on my social networks.Desired Settlement: I would like my fraudulently obtained monies for the insurance policy refunded.

Business

Response:

Good Afternoon Revdex.com,

I spoke with [redacted] today (9.05.2014) and apologized for any

type of misrepresentation our sales professional may have set forth during

[redacted]’s buying experience. I assured [redacted] that we will follow up on the

coaching concerns we have and that we truly appreciated her feedback because we

strive every day to offer our customers the best experiences overall.

I have offered to cancel and refund [redacted]’s ‘[redacted] Protection Plan’ at a prorated amount of $160.00 but I have explained to [redacted]

that this is not the best option for her as our valued customer.

I have provided [redacted] with my direct phone number and my

email address has she has indicated that she has a concern with her table she

would like us to review and wants some time to consider the option of canceling

and refunding the protection plan she purchased.

Thank you

for the opportunity to make it right,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I had purchased a living room from BOB's Discount and I also purchased what they call the "GOOF PROOF PROTECTION PLAN" which covered manufacture and accidental warranty. I had reported damages to my living set to BOBS and they sent a service Tech to evaluate the damages. The Tech diagnosed the damages and stated to me while he was at my home, that the springs are damaged because they are falling off the structure, the frame itself is damaged because it appears to be a defect with the design of the Couch. The Tech indicated in writing on a form provided by BOB's Furniture that the damages are covered under manufacture warranty since the damage is a result of a factory defect because the springs are falling or hanging with a thread as well as the frame that is bent and nails are popping out of place and there is no support. I asked the Tech to call BOBS right then and there while he was at my home telling me and writing his findings but the Tech refused to call BOBs and he said that they don't allow techs to call and share findings while they are at customers homes. Then more than a month passed and I received no calls from BOBS customer service to inform me of their decision. I called yesterday and spoke with a supervisor her name is " [redacted]" who indicated to me that the damages will not be covered under manufacture warranty and will not be covered under accidental warranty. The reason is because the Tech that came to my home and evaluated the damages reported complete conflicted information from what the Tech had indicated to me and my wife the day of his visit to our home. The Tech indicated that the damages is a result of Customer "CAUSE" by wear and tare. Then I explained to the supervisor at BOBs that this is conflicting information because the springs are falling a part and the frame is damaged how is it identified as " CUSTOMER CAUSE". Her answer to me was " you should have asked the tech to call us when he was at your home" but the tech refused so I knew something was not adding up.Desired Settlement: I would like to have my living room set replaced by the same set or fix the set that I currently have but according to the Tech the damages are not fixable and BOB's Furniture does not make that style of living set anymore so they would have to replace it by providing me with an exchange refund so I can get another living set.

Business

Response:

Good Morning Revdex.com,

Please pass on our apologies for the alleged experience

the customer outlines to have occurred during his service visit. We will move

forward in investigating these allegations directly with our technician. We

assure our customer that we wish to resolve his dispute in a fair an adequate

manner and whether the report was provided to us in or outside of the home we

stand behind the integrity of our technician’s report. Our Service technician’s

are factory trained professionals who know and understand the inner workings of

the merchandise we sell, they are fully qualified to determine if a defect in

workmanship is present or if merchandise is showing signs of wear and tear from

the amount of use it has been receiving in an environment.

Bobs Discount Furniture offers coverage against

manufacturing defects and just as its name outlines, the ‘Goof Proof’

protection provides coverage against accidents. At this time the merchandise in

the customer’s home is not experiencing concerns from either of those

instances, therefore the coverage purchased does not apply at all. This

merchandise was delivered nearly three years ago and we have not received any

complaints or concerns from this customer until now, the depth of damage the

customer is reporting cannot possibly have occurred overnight or all at once

just recently.

As we agree with our service technician’s findings we are

only able to make a one time extreme

courtesy offer to this customer for possible resolution. Should the

customer wish to reselect to a different set of furniture we will offer to

provide the customer with a store credit of 70% based off the original prices

paid for this sofa and loveseat. Should the customer wish to have this new

selection delivered a delivery fee will be charged at the new time of sale. We

will offer (an additional courtesy) to haul away the current merchandise the

customer has in their possession and dispose of it on the same day we deliver

the new selection.

Should the customer wish to accept our offer of store

credit they can respond to this Revdex.com channel as ‘satisfied’ and we will have our

retail location reach out to them for further confirmation of their active Bobs

Discount Furniture credit number.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate

Liaison

Review: This was a fantastic place and [redacted] was amazing. I finally was going to get a good furniture set. Than came the crappy delivery. A very big happy valentine days from Bobs. The delivery didn't stop at the house as they said. I was there. He didnt even knock on the door. I saw a truck stop look and leave. What kind of garbage is this from a respectable company. Than they said we were on a go back and it would be delivered. Wow, 2 hours later I got another call saying they weren't showing up today and they wanted to reschedule. Thank's Bob's for ruining my Valentines Party dinner in my new house. I will go to a company that cares. It just didn't seem like any cares at Bobs after they get there money. I forgot that they claim they have a state of the art delivery system. I got a call 2 days before my confirmed delivery time was between 7:30 to 11:30 confirmed. Guess what I got another call stating it will be 8:00 to 12:00. All day as you wait their online system changes when it was supposed to be delivered. The time changed and changed and changed. Three different times it sat at 40 minutes at the same time and I was still waiting.. Some state of the art system they claim they have. I hope no one else's day was ruined by this place. I will post this review everywhere.Desired Settlement: At this moment. I can not trust a company that plays games. I want an explanation not excuses on such an important day. Please explain why my day has been ruined. I have a right to be angry.

Business

Response:

Good Afternoon Craig,

I don't blame you for being very upset with us and on behalf of Bobs Discount Furniture I extend my sincerest apologies. I know and acknowledge how unpleasant this entire ordeal has been for you and while I know this is your Bobs experience I assure you that we would not be continuing to grow if all our customers were met with so much disappointment during such an important purchase.

Your comments regarding the service you received by our delivery team are very important and concerning to us. You deserve only the best service, especially when you visit Bobs. In researching the alleged behavior of our delivery team I have located records that indicate that our team followed protocol and had a Customer Care Agent initiate a phone call to you at [redacted] (approximately 10:50a) on 2.14.2015. Your account indicates that we weren’t able to reach you by phone and left a message on your machine. The delivery team then provided us with a description of your residence prior to being moved on.

We are very sorry when we miss any of our customers while within their estimated timeframe window and we also apologize that you didn’t find our delivery tracker to be helpful. In an effort to make it right we did request that the delivery team be returned to your stop that day as you have outlined and it remains very regretful that we weren’t able to get the team to come back to you as we hoped would happen.

You’re most recent account records indicate that your pending sale has been canceled and when you spoke with one of our Account Management Specialists on 2.16.2015, conflicting information in regards to your location on 2.14.2015 when the team arrived was provided to us from you. I assure you again that all the proper protocols were followed prior to the team leaving your residence and we did everything we could to request that team back to your stop on the scheduled date. It saddens us that we lost your trust in our business and felt it necessary to cancel your order, as you discussed with you on 2.16.2015 if your order was to be reinstated and delivered to you we would be happy to discuss a further form of apology offer with you after we have been able to earn your satisfaction with the sales order.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

%

Consumer

Response:

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

Review: On September 15,2013 I purched a Bobs [redacted] bed. After 1yr and 4 months the spring have come through the matteress and punched a hole in the box spring. I called and they sent a inspector who took pictures and sent them to the home office were a customer service rep by the name of [redacted] informed me that since the see wear and stains on matteress I have no claim. I have gone through there policy and no were do I see anything like that. It seems that the fact that the coil nearly impailed my husbads coxal bone means nothing to them. The only wear is the normal usage of a 65 yar old and and his 62 year old wife. Please look into this for me I think that this is unfair,all I want is fior them to replace this set.Desired Settlement: Just replace the bed that's all I want. My husband and I are diabetics and can't afford to be damaged in our sleep.

Business

Response:

Good Morning Revdex.com,

Please

pass on our apologies for the frustration and the alarm this issue has caused

to our customer.

Bobs

Discount Furniture genuinely cares for all of our customers and stands behind

the quality and value of all the products we sell.

While we

are unable to pick up, remove, or dispose of the mattress set due to the heavy

staining this set has endured we will offer to provide this customer with a

store credit for the amount originally paid to us for the mattress set ($325.54).

The customer can use this store credit to visit a showroom location (or contact

one via telephone) to set up another purchase for a new mattress set.

We will also

offer to cover the charge of delivering a new sleep set as an additional

courtesy to this customer; again we are NOT

able to remove the current mattress or foundation from this home. I have

populated the store credit within our system and the credit number the customer

can use as a reference with any of our associates is [redacted]

Kindest

Regards,

Bobs Discount

Furniture

Customer

Care Corporate Liaison

Review: The first time Bob's was set for delivery, I had requested, and was told I would have, "breakfast with Bob's" delivery, which would have a minimal impact on my work schedule. Bob's failed to do so, instead scheduling a delivery between 11-3. The delivery people arrived just after 3:00 to deliver a couch, table with 6 chairs, a dresser and a mirror. The dresser had a drawer which was catching, but the delivery guy told me it would be ok once the furniture warned up. (It didn't get better). The second delivery was scheduled for nearly a month later, to deliver a back-ordered storage bed and 2 nightstands. No one called me to notify me that part of the bed was damaged, so only the nightstands would be delivered. A third delivery was scheduled for today. The company was to deliver my bed. Unfortunately, the delivery men had only a footboard to deliver. The company was supposed to arrange for a service technician to come out during the same period as the delivery personnel, so as not to cause me further inconvenience. Unfortunately, this was not the case. They are scheduled to come in the 2 hours immediately after the 4 hour delivery period. Now, I will need to take a 3rd day off work for my 4th delivery, which is scheduled for Monday "at the latest time frame possible" so it will have a minimal impact on my work schedule. The company is unwilling to compensate me to a degree which I consider to be fair, given the excessive inconveniences caused. They are only willing to compensate the delivery fee of $229 on my $4000 order, after 3 deliveries with one damaged piece of furniture. Furthermore, I have needed to wait on hold a total of 3 hours, 20 minutes, only to be disconnected 5 times in the midst of phone calls, with no call backs from customer care representatives or account managers. Consumers should be advised that this is not a reputable company. I am appalled that they continue to operate in this state given the lack of consideration they have for consumers.Desired Settlement: I believe additional compensation is deserved in this case. $229 on a $4000 order equates to to a 5% refund. I do not believe that this company operated to 95% satisfaction of the cost of merchandise and believe additional compensation should be offered given the number of failures on their behalf.

Business

Response:

Good Day Revdex.com,

Please pass on our sincerest

apologies for the inconvenience the multiple deliveries caused our customer. We

can certainly understand the customer’s frustration and acknowledge the reasons

why the customer feels they are owed something additional after their concerns

have been resolved.

Bob’s prides itself on providing

quality service and the best value product for the price. Our primary focus is

on making the concern we caused right so that our customer is satisfied with

the product that they have purchased from us. We have resolved the original

concern and delivered the customer the merchandise originally expected in good

condition. At this time any additional accommodation we feel adequate to offer

to the customer is a form of our apology and at our internal discretion.

Normally we offer any type of

additional apology strictly 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.

While it is not normal procedure

to so we have already offered to work above and beyond our normal process to accommodate

this individual’s demands. As a retailer we are unable to offer apology amounts

based off of any individual’s time and product that stands in the customer’s possession

in factory fresh condition is not eligible for a further discount.

In addition to already offering a

monetary refund as a form of apology we made this offer to our customer prior

to the delivery being completed on 2.28.2015. This was our second attempt to

again work at full capacity to satisfy the frustrations we caused our customer.

While we are genuinely very sorry for the amount of time our customer had to

spend on the phone with us, our records indicate that we were taking the

appropriate time to listen and acknowledge our customer’s angst the moment it

was being presented to us.

At this time we can offer to

provide the customer with a monetary refund based on the amount paid to us for

a delivery fee on this sales order ($229.99)and in addition we will mail out a

Bobs Discount Furniture Gift Card for $100.00.

Should the customer wish to accept

this offer, please advise that they can respond to this communication via the

Revdex.com as ‘satisfactory’. We will make the appropriate arrangements to refund the

delivery fee charge as indicated on the customer’s sales receipt (this will

need to be completed by a Corporate Check Request and can take up to 7-14

business days to arrive to the billing address). The Bobs Discount Furniture

Gift Card will be mailed to the below name/address within 7-10 business days of

their response being received.

Check

& Gift Card will be mailed separately to:

Kindest

Regards,

Bobs Discount

Furniture

Customer

Care Corporate Liaison

Review: We purchased a server, two chairs, and Chesser. We purchased Bob's goof proof protection because it was recommended. The sales agent said if for some reason any accident occurred and anything broke it would be covered under our warranty. Well my husband sat down on the chair and two legs accidentally broke. When we filed a claim it was declined because Guardian claimed sitting in a chair is normal and if he fell into the chair and it broke it would be covered. If you purchase a chair and you sit in it and it breaks after 3 years of normal usage that is not a manufacturer defect rather an accident. As for the server, when I opened the draw it accidentally broke, when we filed a claim Guardian declined and claimed the inside of the draw is not covered under the accidental coverage and also opening and closing the draw is a normal function. Lastly, with the chesser, my son accidentally opened closet door and it hit the outside of the chesser and also, the inside of two drawer accidentally broke when the drawer was opened. These are just three examples. In order for your furniture to actually be covered you must have an attorney to file to claim because of the interpretation of language is skewed on behalf of their sales reps and goof proof warranty program. The definition of an accident in Webster dictionary is not the same definition of an accident according to Guardian (Bob's goof proof warranty department). That is an unfair to the average consumer. If you sit in a chair and it breaks accidentally, that is an accident because its an unintended event that results in damage or loss.Desired Settlement: I would like my furniture repaired, replaced, or our account credited for re-selection.

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. Guardian (Crypton is 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,

Guardian is responsible for sending the consumer the plan documents. Should the

customer decide that they would like to review the complete plan documents as

the flyer suggests and they don’t have these documents, we assume (as any

retailer would) that the customer would then try and obtain said documents for

review. Had we been made aware of the need for these terms and conditions we

most certainly would have provided them upon any request. As it is not

typically a document we provide we literally have no way of knowing whether the

consumer has received the complete plan or not and we see no reason not to

trust that Guardian is continually sending these documents as many claims for

coverage are routinely approved.

While we certainly understand and acknowledge our customer’s

frustration the plan has specific terms and conditions that must be adhered to

by all consumers alike in order to keep all resolutions fair. Our records reflect that the chairs have been

in the customer’s possession for over for years (date of delivery 11.11.2010)

and the chest has been in the home for nearly four years (date of delivery

4.30.2011). Any coverage directly thru Bobs Discount Furniture expired on these

items long ago and we have received no indication of concern on any of these

items until now.

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

expected from the Guardian company and are willing to look into this claim

further and dispute the claim with Guardian 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/overall condition of these items.

It is reasonable to expect that all items should be kept in good condition

prior to an insurance claim being entered for coverage.

To move forward please advise the

customer that we require a minimum of 2-3 pictures (in color) for each item

that is listed in this complaint. I have listed the requirements below to

ensure our request is specifically notated:

-Minimum 2 Photos of the chair:

- 1 Picture that clearly shows the entire facing surface (seats, inside back) of

the chair

-

1 Picture that clearly shows the damage marks at close range (Example: where

the leg snapped off and leg)

-Minimum 2 Photos of the server:

- 1 Picture that clearly shows the entire facing surface of the server

-

1 Picture that clearly shows the damage marks at close range (Example: Interior

of drawer)

-Minimum 3 Photos of the chest:

- 1 Picture that clearly shows the entire facing surface of the chest

-

1 Picture that clearly shows the damage marks at close range

-

1 Picture that illustrates the structure damage to the drawers

We will review these photos

(Request is for 7 photos in total) with our Service Management Team and respond

with what, if any, options for resolution we may have to offer this customer.

Sincerely,

Bobs Discount Furniture

Corporate Customer Care Liaison

Business

Response:

Good Morning Revdex.com,

I truly wish that the pictures sent thru to us would suffice for

review with our Service Department however the attached file contains what

looks like photo copied pictures and in the majority of the photos there is no way to determine what the picture even

represents. The initial report the customer gave does not depict any occurrence

of accident besides the chest that was hit by a door being opened. Sitting in a

chair and opening and closing a drawer are acts of normal use and given the

length of time the chairs, server, and chest have been in the home the majority

of these concerns are most likely related to normal wear and tear.

Due to the lack of information being provided and the fact that

this customer has had this merchandise in the home for over four years we our

options for offering resolution are limited.

If the customer is able to provide photos that will allow us to

complete this research we are happy to help the customer move forward thru this

Revdex.com channel.

If the customer cannot or is unwilling to submit legible photos we

have a courtesy offer listed below that can be processed by contacting our

Customer Care Offices at [redacted] (Mon – Sat 6:30a- 8:00p/ Sun -10:30am

-7:00p).

One Time-

Courtesy Offer for Resolution on the Chair/Server/Chest:

Since the customer is very far outside of warranty thru Bobs

Discount Furniture replacement parts would need to be purchased at the cost of

the consumer directly. We will offer to meet this customer ½ way (50%) on the

cost for ordering the replacement parts.

If the customer wishes to have our

business install the parts then a charge of $79.99 for labor would need to be

collected prior to that install taking place.

In the case of the chair – if

the back legs are the concern then a “complete chair back w/ attached legs”

will need to be purchased and ordered from the vendor. The cost for this part

is normally $50.00 so we will cover ½ as a courtesy and the customer will be

expected to pay $25.00 before the part can be ordered.

If the any of the front legs needs to

be ordered they are available from the vendor at a charge of $20.00 a piece. So

if only one leg is needed (left or right side facing) then the cost would

normally be $20.00, if both legs are needed for replacement then the cost would

be $40.00. In either case we will meet the customer ½ way as a courtesy making

the price for (1) one front leg $10.00 or the price for (2) two front legs

$20.00.

In the case of the server- A drawer

for this unit comes at a cost of $50.00 from the manufacturer. With our

courtesy offer the customer will be expected to pay a cost of $25.00 for the

drawer. Please note as the

photos are not clear at all the customer would need to be forthcoming in

disclosing what drawer needs to be ordered (Left Side Facing, Center, or

Front?).

In the case of the Chest- There

are no parts available from this manufacturer for this item, IF the customer still resides at

the same address we can offer what is called a ‘Best Effort Service’ to the

customer. This means we will do our very best to repair the chest to showroom

quality at no charge to the customer. Our attempt is a courtesy as the fact

remains that this customer’s item is not within any warranty period directly

thru the responsibility of Bobs Discount Furniture. Should the customer not be

satisfied with the workmanship of our professional after the best effort repair

attempt takes place we will have no further recourse to offer relating to this

concern.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: Our newly purchased bed and mattress had a defect where the slats under the bed did not have the proper supports so the slats were bowing and about to break. We had a date set for technician to come and repair the issue. When the automated system called it told me a different date. I called the customer service number and the woman said it was a glitch in the system and refused to put me back on the date I had originally scheduled over a week prior. She said the next date was 10 days later. When technician finally came out (over 4 weeks after original call) he did not have any supplies to fix the issue. He had to call the company to get the parts and we had to schedule yet another date for the bed to be fixed. We have now been sleeping on the floor for over 4 weeks because of this and I have had to see a Dr. because of my back pain and she said it was from sleeping on the floor. We cannot sleep on the bed because they are breaking.Desired Settlement: I am demanding an adjustment to our bill because of all the issues and I am demanding that the company pay my medical bills because of having to sleep on the floor and having to wait such a long time for repairs (which still are not completed).

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest

apologies for the inconvenience the multiple deliveries/service and damaged

product continues to cause our customer. We can certainly understand the

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

are owed something additional after their concerns have been resolved.

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

the price. Our primary focus is on making the concern we caused right so that

our customer is satisfied with the product that they have purchased from us. We

never anticipated failing our customer once, let alone twice and are deeply

sorry that their choice to sleep on the floor has caused them more stress.

We currently have an even exchange

scheduled for the entire bed on 9.02.2015 (tomorrow) to resolve the remaining concerns

with this merchandise.

While it is not normal procedure

to do so, we absolutely recognize that we have failed our customer and

compensation-as a further form of our

apology- should be offered after the problem we have caused as been made

right.

At

this time we are looking forward to completely resolving this customer’s

concern on 9.02.2015 and should the customer still be seeking a further apology

amount from us they will be able to speak with our Customer Care Office prior

to the delivery team leaving their residence on 9.02.2015. We will review the

account and at that time and determine what compensation we are able to offer.

Kind Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

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: 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: On 12/29/15, I purchased a couch, love seat and chair from Bob's Discoumt Furniture. It was delivered on Jaunuary 16, 2016. The side arms on the chair are wobbly. I called CS and was told I was approved for an exchange. Went to store to choose another chair and was told that I must pay another delivery charge. While at store, I checked the same chair and those arms were wobbly. CS said that's the way the chair is made. It's garbage. I asked if they were coming to pick up the other chair, why are you charging me again? Was informed that's their policy. I then asked for a refund; that's not an option once the furniture is in the home. My request, a new chair without a delivery charge or a refundDesired Settlement: Free delivery or a refund

Business

Response:

Good Afternoon Revdex.com,

Please pass on our apologies for

the disappointment our customer experienced with the recliner they initially

selected to purchase.

The customer was offered a

resolution for re-selection as an extreme courtesy (already working beyond the

policy we communicated at the time of sale) and as the customer has disclosed

there was never a defect in workmanship with the chair we initially brought.

The service of delivering merchandise

has always been a service that our organization charges separately for from the

cost of our merchandise. Our company did our best to provide our customer with

resolution in a situation where we did not fail (please consider that we cannot

re-sell the chair that was originally in the home and as a business took on any

associated costs of disposal that may be necessary for the non defective,

original chair).

As of today – the customer’s account shows

that their newly selected chair was delivered successfully on 1.21.2016.

Kindest

Regards,

Stephanie

*. G[redacted]

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: the quality of the furniture is poor.

Review: On saturday I purchased 2 r2cliners from bo in the meantime I told the salesman [redacted] Ihad $400.00 cash to put down and use my credit card for the rest of the payment, he did not,strike one,this was my first purchase ay this store,it was set to be delivered on monday,they delivered in late afternoon they were here for 2 hours trying to put these chairs and really did not know what they were doing,I tried to intervene and told them to stop do ing what they were doing but they continued and the screws did not fit properly into the holes as recommended,I called the store andpoke to Bill,told him what was going on,he talked to the guys,then omme and said he did not understand what he was saying informed me he would send a technician to complete the instalation with a new chairand install it,that never happened on Aug 19 wecalled the store,spent several hours trying to get some satisfaction to no availand we spoke to several different people and got nothing but the run around,they tell me I cannot get a refund that it was in writing with the contract I received I can only get store credit,but there are no other chairs I really liked and don't need anything else,I just want them to refund my credit account and go somewhere else for mypurchase,please help me I am 75 years old and this is taking a toll on me.thank you.Desired Settlement: I just want what was charged on me [redacted].

Business

Response:

Good Afternoon [redacted],

I am sincerely sorry for the frustration we caused you to feel and

I stress to you that here at Bobs Discount Furniture we acknowledge that caring

for our customers is the most important part of our business. We

do not find the behavior you have cited our organization showed an example of

the excellence we strive for everyday in our business. I thank you for bringing

this to our attention so that we can continually ensure our customer’s service

experiences are reflective of professionalism and common courtesy.

Our records indicate that as of 8.20.2014 your concern has been satisfied. Your

account with Bobs Discount Furniture indicates that a pick up of these chairs,

to result in a monetary refund to your credit card, is scheduled to occur on

8.25.2014.

I apologize again that you were met with any inconvenience or a lack of empathy

while seeking to resolve your concern and I assure you that Bobs Discount

Furniture truly appreciates you as our valued customer. We do hope

that you will provide us with another chance to earn your trust back in our

business in the future.

Kind Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted] I called my credit card todayand bobs has not refunded my card of the$997.98 I returned the merchandise on monday and [redacted] promised me a full refund after the chairs were returned,still waiting.

Sincerely,.

Review: I purchased furniture for my office in December 2012. An arm on one of the chairs I purchased broke while someone was sitting in it in February 2014. I called the company and was told I was outside my warranty and would have to order a new arm. I attempted to order a new arm and was told a store would call me to actually order the part as there was no way to pay for it on line. No one called me back. I called again and this time the store contacted me. I ordered the arm replacement through a store in [redacted], ** in May 2014. I was told I should receive the arm shortly. Nothing came. I called back and was told it would take until July for the part to come. No part came. I called again and was told I should have it by the end of the week. No part came. I called again and was told the same thing. I have been told the part would come for a long time. Since July I have called many, many times to be told that they were sending an email to the parts department and there was nothing they could do. Almost five months later I have no part and a broken chair in my office. Very, very disappointing.Desired Settlement: I want the replacement arm or a new chair at this point. This is an eyesore and cannot be used.

Business

Response:

Good Morning Revdex.com,

Please pass on my sincerest apologies to [redacted] for the

aggravation that he has endured while seeking resolution and the part he paid

us for. We truly care about each and every one of our customers and acknowledge

that the failure on the vendor’s end in shipping time is our responsibility to

own.

We have placed the necessary paperwork into [redacted] records to schedule and even exchange of the damaged chair for a factory fresh model.

I have personally left [redacted] a message (on the ‘daytime’ number he provided

Revdex.com) this morning (10.07.2014) and as I wasn’t able to reach him directly, I asked

that he contact our Customer Care Office (###-###-####) to schedule an

exchange date for delivery.

Again we are very sorry and thank you for the opportunity

you provide us with to make our failures right,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

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

My replacement chair is scheduled to be delivered this Friday, October 10, 2014. I would prefer to keep this matter open until the replacement chair is delivered and is in undamaged condition.

Thank you for your assistance in helping me resolve this matter.

Sincerely,

Review: I PURCHASED A SECTIONAL AND A TV STAND DURING THE FIRST WEEK OF JANUARY FROM BOBS. IT WAS ALL SUPPOSED TO BE DELVIERED ON 1/21. THEY CALLED TO TELL ME ONLY THE TV STAND WOULD BE DELIVERED. THE SECTIONAL WAS DELIVERED AT A LATER DATE (JANUARY 30TH) IT ARRIVED RIPPED AND ALSO THE PIECE THAT CONNECTS THE SECTIONAL TOGETHER WAS BROKEN. THE PERSON DELIVERING THE FURNITURE CALLED THIER HEADQUARTERS AND ANOTHER REPLACEMENT PIECE OF THE SECTIONAL WAS DELIVERED ON 1/30. ON 2/6 THE PIECE THAT CONNECTS THE SECTIONAL PIECES TOGETHER BROKE AGAIN. WE CALLED, AND TOLD THEM AT THIS POINT WITH ALL THESE PROBLEMS, WE ARE THINKING WE SHOULD JUST RETURN THE COUCH. I WAS INFORMED THAT WE CANT DO THAT, AND WE CAN ONLY GET A STORE CREDIT IF WE DID A RETURN. I DONT WANT A STORE CREDIT BECAUSE I NEVER WANT TO BUY ANYTHING FROM THEM AGAIN, SO WE ARRANGED FOR ANOTHER TECH TO COME LOOK AT THE BROKEN PIECE. WE WERE TOLD SOMEONE WOULD BE AT THE HOUSE ON 2/17. WE NEVER RECIEVED A CALL WITH A TIME FRAME OF WHEN THEY WERE GOING TO COME. ON 2/16 WE CALLED TO CONFIRM THAT THEY WERE COMING ON 2/17 AND SHE SAID THEY HAD NOTHING IN THIER SYSTEM AS FAR AS A SCHEDULED SERVICE CALL GOES, BUT SHE WOULD CALL US BACK IN A FEW HOURS. SHE NEVER CALLED US BACK, I CALLED ON 2/17 TO GET AN APPOINTMENT AND COMPLAIN HOW THEY NEVER CALLED ME BACK. THE PERSON I SPOKE TO SAID SOMEONE WOULD BE AT MY HOUSE ON 2/17, THAT THERE WAS IN FACT A SERVICE APPOINTMENT SCHEDULED. AT THIS POINT I WAS AT WORK AND COULDNT LEAVE WITH OUT NOTICE TO MEET THIS SERVICE PERSON (ESPECIALLY BECAUSE I DIDNT KNOW ABOUT IT). THE WOMAN I SPOKE TO ASSURED ME THAT SOME ONE WOULD BE AT MY HOUSE ON 2/20 TO LOOK AT THE BROKEN PIECE. I JUST CALLED THEM AGAIN RIGHT NOW , BECAUSE ONCE AGAIN I DIDNT GET A CALL WITH A TIME FRAME FOR WHAT TIME THEY WERE COMING ON FRIDAY. THE PERSON I SPOKE TO NOW SAID THAT NO ONE IS SCHEDULED TO COME TO MY HOUSE UNTIL MARCH 3RD. THIS IS COMPLETELY UNACCEPTABLE, ESPECIALLY CONSIDERING THEY ARE ONLY COMING TO LOOK AT A BROKEN PIECE OF FURNITURE , WHICH WILL TAKE A TOTALY OF TEN MINUTES. BUYING A COUCH SHOULD NOT BE THIS DIFFICULT AND I DO NOT WANT TO PAY FOR SOMETHING THAT IS DEFECTIVE. I SHOULD HAVE GONE WITH ALL THE REVIEWS ON LINE AND NEVER BOUGHT MY FURNITURE THERE. I'M SURE THIS ISNT THE FIRST COMPLAINT YOU HAVE GOTTEN.Desired Settlement: I WOULD LIKE TO BE ABLE TO RETURN THE COUCH SINCE IT IS SUCH AN ISSUE TO GET ANYONE TO COME TAKE A LOOK AT THE BROKEN PART.I DO NOT WANT STORE CREDIT BECAUSE I WILL NEVER SHOP THERE AGAIN. AT THE VERY LEAST THEY SHOULD ACTUALLY SEND SOMEONE OUT TO COME TAKE A LOOK AT THE BROKEN PIECE AND EITHER FIX IT OR REPLACE IT. THIS WAS OVER 1200$ AND I SHOULD HAVE JUST WENT TO [redacted] FURNITURE INSTEAD!!

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the inconvenience the

multiple calls and damaged product continues to cause our customer. We can

certainly understand the customer’s frustration and acknowledge that the

frustrations of our customer are because of our failures in scheduling and/ or

communication.

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

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

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

purchased from us. As the retailer we do take full responsibility for the concerns

that exist with this merchandise and seek to correct any defect that may be occurring.

Per our established company policies, available in store or online;

a return for a refund is not a possible option for resolution at this time.

I apologize again for any confusion that may still be present due

to our lack of communication however our system indicates that we are scheduled

to this customer’s residence to service this merchandise on 2.20.2015. As of

right now our projected arrival time is slated as 10:50am-12:50pm and the account

also lists an hour call-ahead request going to this phone number: [redacted] ext. [redacted] on the day of service.

At this time we are looking

forward to completely resolving this customer’s concern on 2.20.2015 and while it is not

normal procedure to so, we do recognize that we have failed our customer and we

are willing to make an exception in this case and discuss a further token of

our apology with our customer once they are fully satisfied with their

merchandise.

Our

technician will call into our Customer Care Offices prior to leaving this

customer’s home on 2.20.2015 and at that time we can discuss our further

apology offer for the inconvenience we have caused while seeking to get our

customers concerns fully rectified.

Kindest

Regards,

Stephanie

A. Gauthier

Bobs

Discount Furniture

Customer Care Corporate

Liaison

Consumer

Response:

Review: [redacted]I am rejecting this response because: at this time I do not want to accept the response until this issue is completely resolved (meaning I have a non defective couch in my house) Now that I complained to the Revdex.com, I have gotten a response, however all of the phone calls to their corporate customer service line since Monday have not resulted in anyone calling me back to confirm that they are coming. I called this morning and they told me that they would send someone on March 3rd. I am going to hope that they come on the 20th as is promised in this email. I will once again take time off work so that someone can come and look at a broken piece. For the record, sending someone to look at a broken piece does not resolve this case either. What is going to resolve this case is me receiving non defective merchandise and being compensated some how for my time off from work, and hours spent on the phone because of Bob's poor communications skills, as they mentioned in their response. Also, for the record, the person I spoke to when I called in to Bobs today, assured me I would be getting a call back. This was at 9 this morning and I have yet to hear back from them. I will respond to this thread of emails once they actually show up at my house on the 20th and I will report with what the resolution is. To the customer service people at Bob's - if you take a look at the notes that should be on my account from each and every single phone call I have made, you will see that the FIRST time I was delivered a ripped and broken sectional your delivery person stated that the broken clip piece is not something that can be fixed. The whole piece of the sectional has to be replaced. Now, you are sending out a person who is going to look at it and tell you the same thing. The end result will be me, fighting for a delivery date, taking more time off of work, which results in me having a loss of earnings. I know there are laws that protect me in the state of Massachusetts, especially since I financed this couch. I guess according to this email (but not according to the person I spoke to this morning) I will see you on the 20th and we'll see how that works out. Sincerely,[redacted]

Business

Response:

Good Morning Revdex.com,

Per our records the service on the 20th proved to be a

successful avenue for resolution regarding the merchandise concerns.

At this time the customer’s account also indicates that a person

named ‘[redacted]’ spoke with our Customer Care Department on 2.21.2015 and agreed

to settle on a further apology amount of a $150.00 refund to the [redacted]

financing account used to purchase this merchandise. This refund has been fully

processed from our systems and can take up to 1 full billing cycle to show on the financing bill/account.

While we certainly appreciate the mediation assistance the Revdex.com

provides to each customer and our business, we have clearly continued as a retailer

to address this individual’s concerns directly the moment they are presented to

us and work out of our normal guidelines because we realize the level of

dissatisfaction this consumer is emulating as a result of our failures.

Initially we offered our customer a Bobs Discount Furniture Gift

Card as a further form of apology for the inconvenience we caused. 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 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.

After our failure has been

made right any additional accommodation we feel adequate to offer to the

customer is a form of our apology and at our internal discretion. We do not

offer apology amounts based off of any individual’s time.

We have gone above and beyond and provided our customer with a

monetary refund amount in an extreme effort to meet their demands and we stand

behind the already offered and accepted amount of further apology. As of now,

the customer’s original merchandise concern and demand for compensation has

been address directly by our business. We consider this concern resolved and

should the customer seek assistance with another complaint we are always

available to help.

Review: We purchased a reclining sofa that on the left side once reclined there was a 2 inch gap between the back and the seat. The right side did not have this problem. Bob's sent out a technician that said it couldn't be fixed and offered us 2 options, either a $140 store credit or a replacement sofa. We opted for the replacement sofa. Once the replacement sofa was brought it had the same exact problem. When we call Bob's they said that this was not a manufacture's defect, so the only thing they could offer us was a store credit.Desired Settlement: Bob's has us finance the sofa with [redacted] and we would like the money credited back to that account.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies to our customer for

the inconvenience they have experienced during the delivery of their living room

purchase with us. The customer’s

original sofa was fully inspected by a factory trained professional and our

professional deemed that there was no defect present. Our technician’s report indicated

that when the sofa was in the reclined position on the right side facing the

very small (1.5 inch) gap was normal for the product and its expected wear

pattern for years to come.

Although our technician found no factory defect present we

went the extra mile for our customer and approved exchanging the sofa as a

courtesy. Due to the fact that we communicated, and fully inspected for the

customer previously that their concern was not a defect, the factory fresh exchange

model came out built the same way and continued to cause this customer a preference

concern. This exchange delivery took place on 4.08.2015.

The customer’s sale invoice (which is commonly signed and

agreed to by the purchaser at the time of sale) clearly denotes that we are

unable to offer a return on purchases already delivered into the home. This

document goes on to further indicate that if there is a defect in the product

that cannot be serviced we will replace that product for the customer. As a

business we have already worked above and beyond all policies indicated and

agreed to in an extreme effort to please this individual directly.

As of right now our records indicate that the customer has

agreed to the option we presented on 4.08.2015 for a return for store credit.

On top of that option being offered as another

extreme courtesy (since we did not fail our customer and the merchandise is

in factory fresh condition) we have refunded the charges the customer made to

the financing account for the purchase of insurance (Goof Proof Plus) and

offered to cover the cost of delivering the customer’s newly selected

merchandise (this delivery fee coverage offers the consumer an additional

savings of $100-200).

We are confident that we have another product that will suit

this customer’s preferences available in our extensive sales floor line up,

should the customer wish to select a different furniture item (other than

living room) that is also entirely acceptable. As a retailer the option that we

have in place benefits our customer before our business overall and is the most

fair and adequate offer for resolution moving forward.

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 purchased the bobs goof proof plan when I purchased my couch. I had a technician come to my home because I had an accidental fall onto the arm of the couch. When he came to the house he said that my couch's left arm was shattered and that he would put in a request to replace the arm. he then proceeded to stuff the other arm. When I came back out, he decided that he wanted to try and fix the left arm himself. He literally took the arm off of the couch to fix it. He then called the office to request more time to finish fixing it and they denied the request. He left my house with the left arm completely off of my couch. Now, I am trying to call bobs to see what is next and they keep saying they can not do anything for me until it goes to examinations. I now have no couch and a arm that is on the floor.Desired Settlement: I need someone to call me and tell me what is going on with my insurance claim. I purchased the insurance for peace of mind! My phone # on the acct is [redacted]. PLEASE CALL ME

Business

Response:

Dear [redacted],Thank you for choosing Bob's Discount Furniture. I am excited to inform you that Guardian (goof proof) has approved your claim for a replacement sofa! There is currently a store credit on your account in the amount of $434.41. You may use this store credit toward the purchase of any item in our store and you may either keep the sofa you currently have or we can pick it up at no charge. There will be no charge for delivery of the newly selected item however, you must use the credit by August 20, 2015. When visiting the store, please reference [redacted]Both Bob's Discount Furniture and Guardian Furniture Protection appreciates your business. For further assistance please contact our customer care center at [redacted] or Guardian [redacted].Thank you,[redacted]

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: 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: 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: Primary Nature of My Review: Delivery Issues, Product Issues

Hi, after a disastrous delivery experience that required an estimated 3-4+ hours (cumulatively) over several phone calls with customer service (including hold time and several phone disconnections) and required me to take 2 days off of work, I finally received my mattress. The TOXIC ODOR it is emitting after one week is making me physically ill. I have been sleeping on my couch while I attempt to wait for it to air out. Even with the door closed and windows open (it is almost November and I have been unable to turn on my central heat because the windows are open), plus three "bad air sponges" and special odor neutralizers it is still unbearable and permeating the walls and clothing/bedding in the room (which I have since removed).

My dad has recently been diagnosed with prostate cancer due to environmental toxins, so I am particularly paranoid about toxic chemicals from furniture made and processed in China.

This mattress has GOT TO GO IMMEDIATELY.

I called customer service (again, about 45 min+ hold time including being disconnected twice) and they told me they refuse to pick it up or issue a refund. I asked to escalate this issue, and was then put on hold again and disconnected several minutes later.Desired Settlement: Desired Resolution: Immediate Pickup of Toxic Product, Full Refund Including Shipping

I am sick of being disconnected and trying to work with Bob's directly so I am going this route at last resort.

I would like Bob's to pick up this mattress (during non-work hours - I have a new job and am unable to take off work and wait around all day) and would like a full refund including shipping costs.

Consumer

Response:

When I originally purchased the item on 10/4/15, the invoice indicated a Bob's representative would be in touch with me via phone to schedule a delivery date (see screen grab at bottom of email). I received a call (either that day or the next, I can't remember for sure) in which I told the representative from the store that I was moving apartments and would be unable to accept delivery of the new mattress until I moved in on 10/17. I asked for 10/17 or 10/18 delivery. She said "Ok I will let them know" and hung up. On 10/6 I received a call from [redacted] saying they were at my (new) apartment building and asking if/where they should leave the mattress. I told them I had not yet moved in yet so did not know what the delivery protocol was in the building and I was not comfortable with the mattress sitting there unattended in the lobby for a week and a half until I moved in. The [redacted] guy said he would return the mattress.After 10/6 I made many (approx. 8-10) attempts to call Bob's Customer Service to reschedule the delivery. On 10/9 and 10/10 I called multiple times throughout the day but was unable to connect to a human - I just heard "beep beep beep" and then "you have reached the mailbox of" [[redacted]? I can't quite recall but it was very strange].. .And press 1 for China, press 2 for Philippines.. (Very odd?!) I finally got in touch with a rep during the week of 10/12 (can not recall the exact date - it was early in the week) who helped me reschedule my delivery for 10/18 but said she would "make a note" to try to get it expedited to 10/17 since there were problems with the original delivery. 10/17 and 10/18 go by with no delivery, and the online tracking function on mybobs.com showed that my delivery was not even in the system. I spoke with another Customer Service rep on the evening of 10/18 who suggested I call back on Mon 10/19.On Mon 10/19 I received a [redacted] email saying the delivery was scheduled for 10/20. Although Bob's had again NOT consulted me to reschedule delivery (I have recently started a new job and am in the office all day and it is a hardship and inconvenience to reschedule my day to be at home waiting for furniture delivery)... But I made arrangements to take off of work to be at home for the delivery. 10/20 comes and go, no delivery. I had approx. 2-4 further conversation with Bob's and [redacted] customer service reps during the week of 10/19 trying to sort this out. I missed the delivery on 10/20 because I was at work, and then had to take ANOTHER day off of work to be at home for the delivery on 10/21. On 10/21 I finally received my delivery.[Insert info here on toxic mattress from initial complaint.]On the morning of 10/28 I made three phone calls to Bob's and was on hold for approx. 1 - 1 and a 1/2 hours (cumulatively over 3 conversations with 3 different customer service representatives including two phone disconnections). A supervisor finally agreed to refund my order and schedule a pickup of the toxic mattress(however I have to wait two weeks with this toxic mattress/health hazard in my home). However they still refused to refund the shipping costs, saying that "we used that money to pay [redacted] so we can't refund that." At that point I told them that I was done speaking with them and would deal directly through Revdex.com.Resolution I am Seeking: FULL refund including ALL shipping costs and taxes. IMMEDIATE pickup of toxic mattress at a time convenient for me - evenings or weekends (I can not take off any more work nor should I have to wait around all day for an 8:30 AM - 5PM window of time.) And ideally I would like to be compensated for the multiple hours of time lost on customer service calls, although I don't want to push my luck...Thank you Revdex.com!

Business

Response:

Good Afternoon Revdex.com,

Please pass on our apologies for any confusion between our

business and the [redacted] delivery service contracted for this specific order.

The ‘Bob O Pedic’ mattress delivered to this customer 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 blocks 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 have made special accommodations for this customer by removing

the mattress from their home on 10.31.2015. While we apologize that the non

toxic odor smell became unbearable for our customer we are unable to make any

other exceptions to the ‘Mattress Satisfaction Policy’; as listed via our

website, we are able to refund the cost of the mattress:

At this time the return of the associated funds from the mattress

are waiting on the customer’s call to their retail location. Please have the

customer call -###-###-#### –Press the

number (1) one on the telephone keypad after hearing Bob’s voice – and

reference this credit number: [redacted]. The office person can securely process the customer’s

refund at that time as we do not keep full credit card numbers on file.

We again apologize for the delivery issues the customer has

experienced with this product and as a token of our apology for the poor experience

we can offer to mail out a $50.00 Bobs Discount Furniture Gift Card.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: a) You do not address the shipping cost issue and b.) You require me to again call into the Customer Service line which has caused me hours of grief over the past month. I fear that if I indeed call in to get my refund, I would face the same rigamarole re: shipping costs that I did in the past. I have issued a charge-back with my bank and received the a refund for the full amount that way.

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

Our policy fully discloses that the mattress only is

refundable. See my previous response (below) with the bold highlight added for

reference.

We

have made special accommodations for this customer by removing the mattress

from their home on 10.31.2015. While we apologize that the non toxic odor smell

became unbearable for our customer we are unable to make any other exceptions

to the ‘Mattress Satisfaction Policy’; as listed via our website, we are able to refund the cost of the

mattress:

The phone number provided is not to our Customer Care

Office, as indicated that is our retail location and I personally took care off

all paperwork needed and provided the directions so the customer’s call would

be hassle free.

Please note as the customer is communicating their desired

settlement has been reached by using an alternative avenue the customer’s

concern has been fully resolved at this time.

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. Since my desired settlement has been reached by using an alternative avenue (CC charge back) my concern has been fully resolved at this time.

Sincerely,