Bob's Discount Furniture

Review: My complaint is BOB's warranty and extended warranty is misleading. My bed rail broke on a Sunday and since BOB's business hours are Monday thru Saturday I complained Monday morning. I was told to do the necessary repairs until BOB's could install the replacement part. After repeated phone calls and emails it was not until Friday (April 25th) on my behalf that BOB's denied my claim after having done " what's necessary" for me to have any use of my bed which was approved by your BOB's representative. Only to have the claim denied stating that I had "altered" the bed. I find myself stuck with having to purchase new bed rails which the warranty initially covered. I'm disheartened with this situation because I spent a lot of money on this bedroom set and am not being helped in this situation.Desired Settlement: I would like BOB's to honor my warranty which I paid for or reimburse me the money for the extended warranty.

Business

Response:

Good Afternoon Revdex.com,

Please pass on my sincerest apologies to this customer. As a bed

is considered a necessary item I can completely understand why he would have

made a repair to keep the bed in working order and I apologize again that he

was met with such a lack of care when communicating these concerns to us.

At this time our records reflect that this customer has gone

forward with purchasing and picking up a new set of railings for his bed. In an

effort to offer this customer some type of satisfactory resolution we have

placed a refund credit into our system for the total price he paid us for these

bed railings.

Please send our customer the below instructions on how to contact

our retail location to get this refund credit processed to the credit card he

used to purchase these rails.

Review: I'm not sure where to begin. Ill start with the most recent debacle. I had to return a piece of a sectional to the local store. I brought it myself. I left my remotes to my TVs within its storage arm. I went back the following day and was informed it was shipped to a location [redacted] from this [redacted] location. It would arrive no later than Tuesday I waited and called Friday, at first it took them 20 minutes to find my number. Insisting it must be under a different name or number. Finally, they tell me they have to email this location and Ill receive a response in 24-72 hours. I said call, the store on Sunday, said they would. They said they don't have a number. I spoke with a supervisor and got the same runaround. I said Id drive the 2 hours to pick up my remotes, one belonging to a new $1500 Tv I'm unable to use. They said I couldn't. I asked to speak to someone else or their legal department. Apparently this girl, who's title is "account manager" was the highest I could go. I want my belongings. I've waited a week. I would not have been through this if it weren't for a 2 month delay in the original delivery. Postponed 3 times. Also I had a living room full of a broken down entertainment center for 2 weeks because of missing screws. 2 months after ordering. When they came the second time, I missed the call, called Customer care within seconds afterwards and she said they left and were unreachable. They didn't, the delivery team, have phones to contact them with. Not that it would have mattered as they claimed the top was scratched and they needed to get a new one. This is after the first one was delivered with nothing to assemble it with. The list is endless as far as this ongoing nightmare. They should not be in business if they continue this disruption of people's lives while taking their money. I spent $4000. 4 days waiting so far. Amd now have no TV.because they can't locate or look into an arm of a returned chair. Lastly, polystyrene balls all over hallway from opened boxes,Desired Settlement: I want my remotes now. I want restitution for my time and attempted deliveries. I, at least, want my delivery fee refunded. I had to cancel several functions due to the lack of furniture. I want $ for my time and purchase of a new vacuum for cleaning the communal hallway of thousands of polystyrene balls and tape from the opening and assembling of furniture outside my condo.

Business

Response:

Good Afternoon Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for any and all inconvenience we have caused.

According to our Management team, we located the remotes and you picked them up from the store on or about 10/30/13.

Upon further review of your account I was able to review the notes on your account as they relate to the delivery and merchandise issues. I am pleased to learn that we have succesfully completed delivery of all your merchandise items however, your request for compensation is understood. Delivery fees are non-refundable if, you recieve the benefit of our delivery and assembly service however, I will be happy to issue you a $125.00 gift card for the inconveience we have caused. Your use of the gift card will allow us an opportunity to provide you the merchandise and service we pride ourselves on.

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 a king size bed from bob's furniture store on 17th August.at time of purchase it was told that delivery would be done in maximum of 10 days. They delivered a faulty product on the 22nd August. At that time it was told that it would get replaced in a week or so. So we agreed to take in the faulty product as an interim measure until it gets replaced. After that they have made 2 more deliveries of the same bed and both times it was delivered damaged to our house - once in September and once again in October. The customer service personnel said that the next delivery would only be in November. At this time, we just wanted to return the originally damaged product and get our money back. But bob's customer service personnel said that even thought the product was delivered damaged, they considered it as full delivery and refused to give my money back. So they are only giving store credit to buy something else from their store. When I spoke with e customer service agent to say that due to faulty service I didn't want to buy anything else from this store - they stuck behind their refund policy and refused to give my money back.Desired Settlement: I have paid 598.12 usd for the bed and I would like to get this money completely refunded.

Business

Response:

Good Morning [redacted],

Thank you for choosing Bob's Discount Furniture. I apologize for the damaged merchandise delivery. As noted on your sales invoice as well as the paperwork you signed the store, refunds are offered on undelivered merchandise.

Given the multiple damaged deliveries, I have noted your account authorzing the return and refund of the bed only. Please contact our Customer Care department at, ###-###-#### to scheldue a pick up date. Please contact the store within 3-5 days after pickup and provide your credit card information to complete the refund process.

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: The delivery men showed up at my home today with my sofa and love seat and proceeded to tell me how the couch was broken. The entire back had a open area and metal sticking up thru it. So after not being able to reach anyone on the phone with the store. My wife and I drove to the store. And they offered me a new set in three days delivery time. I already have my old couch away. And after paying 150 delivery fee one would think they would get you the proper furniture the first time around. To top it off I asked for a refund and to cancel my entire order and they said I'd have to wait for a check in the mail and could take 2 weeks. I charged 1700 on my debit credit card and yet I'd have to wait two weeks for a check in the mail. So now I'm stuck hopefully waiting for a set in three days with no offer of compensation for the inconveiance asy pregnant wife and kids have no couches to sit on.Desired Settlement: I would appreciate a refund of the 150 delivery fee.

Business

Response:

Good Morning 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 concern has been resolved.

We further apologize for what the customer cites to have occurred during their visit with our store. As our Refund Policy depicts (on sales invoice) there is an option to have a refund applied back to any debit card provided the debit card can be presented. See policy below:

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.

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 as of 2.26.2015. 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 additional apology in the form of a Bobs Discount Furniture Gift Card; our records do indicate that this customer has already been offered a $50.00 Bobs Discount Furniture Gift card from our company as a further form of apology.

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 to work above our normal compensation guidelines and policies. Instead of the $50.00 Bobs Discount Furniture Gift Card we will offer to refund the customer’s original method of payment in the amount of $50.00 should they seek only a monetary amount as our form of apology for this concern.

We apologize to our customer again for any and all inconveniences the initial damaged product concern caused to his family and look forward to hearing back from him so that we can process the apology offer he chooses to accept.

Kindest Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Review: I purchase a recliner from Bob's Discount Furniture 7/19/15 and arrangement were made for me to pick up the chair at Bob's [redacted] location on 8/10/15. The chair was paid for in full on 7/19 by check for which an electronic debit was taken within 24 hours. On 8/10 I was told the chair "didn't make it onto the truck" and I would have to wait until Monday 8/17 because the truck only comes to the [redacted] store on Monday. I then called today and was now told the chair was not delivered to the store again today but is now not available until 9/17/15. When I requested a refund, I was told I would have to have a check mailed to me, that would take at least 14 days to arrive, which I find unacceptable as they have already been holding my money for 1 month.Desired Settlement: I would like to have the purchase price refunded to me as quickly as my check was cashed by the provider. I would also like people to know, this is not the first time I have had issues with Bobs, the last time was 10 years ago, and I thought I would give them another try. I can tell you honestly, I will never do business with them again.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies to

the customer as we were unable to supply the merchandise we originally promised

in a timely fashion. I assure our customer that this delay was unintentional

and we wanted nothing more than to make this failure right by our customer.

We do understand the reasons why our

customer requested a refund and we encourage our customer to review their

original sales invoice for the policies we disclosed at this time of sale (and

these policies are commonly signed as confirmed by the customer themselves

before leaving the store). Their sales invoice will disclose the length of time

expected with a ‘check payment’ reimbursement.

In this customer’s specific case our

records indicate that their refund check was cut on 8.19.2015 and should be on

its way to them via mail.

For reference the check number reflected in

our system is Check number:[redacted] and the amount is for: $530.69.

We apologize again for the poor impression

our customer has been given of our business overall.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]I am rejecting this response because: Please note, I did receive my refund and am appreciative it was expedited, but I think the bigger issue was that I was lied to by sales people right from the beginning of this transaction and do not think that issue should be glossed over because my money was refunded. I feel other consumers should be aware of this when making decisions about shopping in this store as this was not an isolated incident for me or others with whom I have spoken. Sincerely,[redacted]

Review: I bought furniture from BOB'S Furniture store with their 5 year protection plan for additional cost. Since past 3 months i'm trying to schedule a appointment for a representative to come fix the damage furniture. In total I have made more than 4 appointments but every time I make an appointment they say that someone will call you a day before to confirm but no one calls and no shows up on the day of the appointment. When you call back customer service to verify why no one showed on the day of the appointment they usual answer is "We are sorry and I promise someone will come tomorrow". Now i'm moving out of state and they will not provide me service over there, so I will like a return on my extended policy and will not recommend anyone to buy furniture from Bob's.Desired Settlement: I want them to return my money as soon as possible.

Business

Response:

Good Morning Revdex.com, We apologize to our customer for any disappointment they are experiencing with their product and protection plan. We dispatched a service professional to this customer’s residence on 2.18.2015 (yesterday). The report provided to us by this professional indicated that there were no manufacturing defects present within the merchandise.

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 normal 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’ portion of this 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.

The customer hasn’t disclosed what state they will be relocating to however Bobs Discount Furniture currently services in 11 different states and we are continually opening up new stores in new states nearly every month. The accidental coverage portion of the protection plan is honored by a third party company called ‘[redacted]’ and [redacted] provides services under their coverage details nationwide.

Our Goof Proof Proof Plus Protection plan is very valuable and we apologize that the current concerns this customer is experiencing are not related to the coverage(s) available thru this plan.

Review: My husband and I bought a bedroom set through Bob's Discount Furniture. They told us that we would be receiving the delivery within 3 days and we did not receive anything until about 3 months later. When the delivery men finally arrived to my home, they only had the railing for our bed and one night stand. (We purchased an entire bedroom set- 2 night stands, bed set, dresser.) We asked them to take it back because we were told that we would receive the entire set at the same time. Within the next 2 months, they showed up to my house 4 times with damaged furniture. It's ridiculous that every time they showed up to my house the furniture was damaged. My bedroom has been ready for the furniture for over 6 months and I have not received furniture that is brand new. Everything has been damaged. I requested they take all the furniture back and give me a refund because I cannot wait any longer. They refused to do so even though I have not yet received furniture that is new, not damaged. This is causing us a lot of problems at home because our house was under construction and now that it is ready we cannot complete design it without the furniture. I lost days of work while waiting for them to inspect the damaged furniture and throughout all the deliveries I had to be home to send back to the factory because they were all damaged. I cannot afford to lose anymore days of work or keep fighting back and forth with this company when nobody is willing to help me. I need a refund as soon as possible so that I can go on with completing my house without any more frustration. They did not keep any promises they made for me and the one reason I wanted to go with them is because they said it would take 3 days to get. I am extremely disappointed with the company and with the service. I am frustrated with the service and the product. I asked multiple times for them to inspect the product before delivery and they clearly never did because it was always damaged. It is March 2014 and this began last November 2013.Desired Settlement: I am requesting for Bob's Discount Furniture to come take their damaged products from my home and give me a refund for my entire bedroom set of furniture. I have yet to receive a piece of furniture that is not damaged and since it has already been close to 6 months since we purchased the furniture, I am extremely frustrated. I do not want them to send me any more damaged products, I just want my money back and for this to be all over. They lied to us and tricked us with absolutely no help.

Business

Response:

Good Morning Revdex.com,

I have reached out to this customer by email directly and

also provided my direct phone number. I am seeking to help this customer

resolve their concern on a more direct basis.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: We purchased the Montreal dining set (table 6 chairs) in May 2011 along with the goof proof warranty plan. Over the course of last year their have been substantial chips around edge of table resulting in large pieces of table missing. In addition 2 chairs have had the legs crack or snap completely off when a family member sat on it.I called goof proof warranty who stated that since I couldn't prove it was an accident they would not cover it. I called bobs customer service where I was told they would upgrade my goof proof plan for five years free of charge and send a technician out who would assess damage and either repair or replace. Technician stated that we got ripped off with goof proof plan because they should be fixing it. He then called the customer service line looked at chairs for about 3 minutes and handed me the phone to speak with rep and then left. The rep stated that I could order parts, pay for them and then replace them myself. The product should last more than 2 1/2 years and if the problem isn't an accident then how is it not a factory defect? What's else is it? Either we have a crummy product not worth the purchase and it will be our last...Desired Settlement: They should replace the entire set with one that will last longer than 2 1/2 years. I went online and the set is no longer available I wonder why?...

Business

Response:

Good Afternoon

Revdex.com,

Please give

this customer my deepest apologies for the terrible experience she has received

from us. Please assure her that Bobs Discount Furniture cares very much for our

customers. I agree with this customer’s complaint fully and have created a

reselection credit in our system for the original price paid for the dining

room set.

I truly hope

that the customer does not feel swindled or mislead by us. Our Goof Proof Plan

is an extremely valuable protection plan and as she purchased this plan we are

able to offer her the one time replacement credit that this plan allows for. We

will also be covering the cost of the new delivery fee for the new dining room

she picks out.

Please

educate this customer that she may visit any Bob’s showroom at her convenience and

provide her salesperson with this credit number: [redacted].

Upon selecting her new dining room set her sales person will

schedule the pick up of the damaged product and delivery of factory fresh

product for the same date. As we understand our customer may need time to plan

her trip to the store we will leave the credit open in our system until

5.29.2014 (2 months).

Thank You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I have been waiting 6 months for a replacement part. Every day its "tomorrow"..It is a joke.Desired Settlement: At this point, since I have not been able to properly use or enjoy my item, we will request monetary compensation or a completely new product.

Business

Response:

Mr. [redacted],

I apologize that you have been unable to fully enjoy your furniture item, for the last 6 months. I reviewed your account using the identifying information supplied in your Revdex.com complaint however, I was only able to locate purchases made over a year ago but, there was no active part order. What item did you purchase that required a replacment part? Do you have your order number? I will gladly look further into the status of the part order and/or explore alternate options for recourse however, I need to be able to access your account.

Please provide the answers to the above questions.

Consumer

Response:

Review: [redacted]

I am rejecting this response because there was no other option..I received a new chair 3 days ago..6 months later. The chairs are discontinued and if this happens again I'm out of luck. Please forward compensation for my issue or find another chair and send it as back up

Sincerely,

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 ordered the [redacted] chaise in April of 2012 from the Bobs Discount Furniture in [redacted] it was delivered in June 2012. On March 2nd 2015, I contacted Bob's Goof Proof department as the cushion from my chaise was sagging. This goof proof was an insurance plan to cover any damages to my furniture. They asked me to send an email to their Guardian products with pictures of my chaise, which I did. They contacted me via email to let me know that the photos were received and will contact me within the next 10 business days. An appointment was made for them to come to see my chaise on 4/18/15, which was honored, a rep came through and took pictures then left. I heard nothing so on 4/28/15 I contacted the Goof Proof department the agent told me that the claim was denied and since that line of furniture was discontinued I would have to purchase the cushion. I agreed since I really had no other choice, so I purchased the cushion and was told that an email confrmation will be sent to me as the replacement cushion is backordered until 9/9/15. On 6/8/15 I called Bobs again because the money was not taken from my account or a email confimation sent. On 6/12/15 I called again a payment was taken from my account for the cost of the cushion I was told that they would send a confirmation but I still have not received it.Desired Settlement: I would like for Bobs Discount Furniture to send an email confirmation for the purchase of the cushion, which also states the estimated date of delilvery. I also want an explaination as to why my claim was not accepted, it is covered in their disclaimer. Also why was I not told that the claim would not be accepted when the representative came to the view the chaise on 4/18/15, since I was clearly told that it would be replaced

Business

Response:

Good Afternoon [redacted],

I apologize for any confusion you may have been left with

after our service technician left your residence. I further apologize for any

miscommunication we may have given you that led you to believe you would be receiving

email follow up on the status of your purchase part order.

At this time your account reflects that we placed the

purchase order with the overseas manufacturer on 6.15.2015 (The Monday after receiving

your payment on 6.12.2015). This is a manufacturer that will only ship goods by

ocean container therefore the estimated timeframe for shipment completion is approx.

10-16 weeks beginning from the date the part is ordered. Your part order is

currently slated to arrive towards the latest part of that estimate and is

showing us an early October, 2015 arrival period. I have included a print

screen of the part order (attached document) per your request for confirmation.

The reason your claim was not covered under the Goof Proof

Plus Protection Plan was because our factory trained technician did not determine

the concern to be the cause of a manufacturing defect. The report we were

provided with denotes that the seating of the chaise was showing signs of

normal wear and tear. The Goof Proof Plus Protection Plan is intended to offer

coverage against accidental damage like stains and manufacturing defects, the

exclusion of normal wear and tear is also listed under our ‘Service Policy’ via

your original sales invoice. We have taken the appropriate steps to address our

technician internally regarding the allegations of service result verification

you cite you were provided with.

I apologize to you again for any frustration the normal

wear/tear concern has caused you and for the extended shipping time associated

with this specific vendor. If you still maintain feelings of dispute against

our technician’s results, please send thru a minimum of 2 color photos of your

furniture and its concern - via this Revdex.com channel. I will review these photos

with our technician’s manager and see what, if any, further recourse may be

offered for resolution.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: We purchased a sofa and love seat in September 2013. The first piece arrived mid- October 2013, the following piece arrived the 1st week in November2013. Within 3 weeks the right arm on he sofa broke. We called for repairs and they arrived in January 13th 2014. Upon arriving, the repair man (before completely entering my den) announced he already knew what product I had bought and what the issue was. He advised this issue is happening to ALL of these sofas and loves seats by this company and Bobs furniture company is well aware of it. He put a metal plate on the back of the sofa attaching it with 8 screws, he then used a magic marker to color in a tear in the leather and the pronounced " it' s only a matter of time before the left arm on the sofa and both arms on he love seat would also break." In addition the love seat had a gap between the back cushions that 3 fingers could go through. The repairman then advised " that will only get worse rapidly." I phoned the store and advised them to come and pick-up their furniture as I did not want it and would no longer pay for it. They came to my home and took the furniture 2 days later. I went to the store and the lady who took my info advised I would be reimbursed whatever I had paid which amounted to 3 payments of $55.00 each. I will not do business with this company and demand my money back which their employee stated I would get back. In addition I phoned their credit card issuer and closed this account demanding a letter stating that it was closed without any balance due or credit issues. Too date, I have yet to receive this letter.Desired Settlement: I am seeking full refund of the 3 months payment, plus the letter from [redacted] bank indicating this account is closed without balance or credit issues. I have the receipt stating " Approval # : Refund ."

Business

Response:

Good Morning Revdex.com,

Please provide [redacted] with my apologies for the frustration

he has been experiencing while seeking to resolve his concerns with the Bobs

financing account he opened with us. We do expect our technicians to be honest

while in our customer’s homes and while furniture is built on mass production

assembly lines it is possible to encounter a line of products with similar

defects. We have since upgraded our Apollo line and worked with the manufacturer

to ensure that we are offering our customers the best quality available at our

valuable price points.

Bobs made this failure right by our customer and refunded

the monies associated with the returned product to the financing account six

months ago. The reason [redacted] has not received a return payment is due to his

original delivery fee not being refunded to the financing account. The payments

he previously made went towards this charge for delivering the product. My best

guess is that because the service of delivery is separate from the defective

product itself and there was no delivery failure; our customer care department

did not feel it valid in this scenario to refund the delivery fee initially

charged. I can understand how [redacted] might see this differently and as a result

of this acknowledgement I have processed a refund to his financing account in

the amount of $141.20 (Delivery fee of $129.99 +tax). The order number

associated with this refund is: [redacted] and I have mailed a

printed copy of the refund order to the address [redacted] has listed in this claim.

In regards to the letter that [redacted] is seeking verifying his

account status, I would encourage him to follow up with [redacted] directly

after the final refund created today (7.25.2014) has posted to his account. It

can take up to a full billing cycle for this to occur however in my experience

since there isn’t physical inventory associated with this refund I don’t expect

it to take that long.

Please apologize to [redacted] again for me and please tell him if there

is anything else I can be of help with he should feel welcome to respond to me

via this channel.

Bobs Discount

Furniture

Customer Care

Corporate Liaison

Review: The company sent two repair boys at two different times..The first one nailed the broken piece of wood back on to the side frame of the bed..It broke again after 2 days..We called the company again to get a better repair done this time.The second repair boy came after 2 weeks..Thes kids dont know anything about fixing the bed..They come in your house for 2 minutes.,then they promised me I would get a new frame for the bed...They are supposed to contact me in a couple of days ,I was told.Noone contacted me...I spent over $1000.00 on furniture which was destroyed from Storm Sandy..I was informed that we have an extended warantee on the bed today..The bed is made like crap...It is garbage..I would never buy anything from this company again...I would not recommend this company to my worst enemy..Desired Settlement: After spending over $1000.00 on all of the new furniture I bought including dressers,Bob's furniture should replace the broken bed...A repair will not do any good..

Business

Response:

Good Afternoon James,

I am so sorry to learn of the disappointment

you are experiencing with your ‘[redacted]’ espresso full size bed purchased from

us. Our records indicate that this bed was delivered to you on 01/26/2013 and

your first inquiry of concern came to us on 10/23/2014. The significance of these

dates indicates that your very first report of concern came to Bobs Discount

Furniture almost an entire year past the date your warranty through us expired.

As noted on your sales invoice Bobs Discount Furniture provides a one year

factory guarantee on new product. Any additional protection you may have

obtained during the time of sale in January of 2013 is not managed or honored

directly by Bobs Discount Furniture.

Because we are a company that cares about our

customers we paid for the repair service that took place at your residence on

10.28.2014. This initial repair was completed on a best effort basis only and

was not a part of any entitled guarantee period owed to you by our business. We

stand behind the quality and integrity of all our service technicians and are confident

that both gentlemen did their very best to help you with furniture that was

already past its guarantee period.

As an extreme one time courtesy we

will offer to provide you with a factory fresh model of this bed

(Headboard/Footboard/Rails & Slats). We will expect to remove the current

model you have in your possession on the same date we deliver and assemble the

factory fresh version.

Please contact our Customer Care

Office to schedule a date when you will have ‘all day availability’ to accept

this one time courtesy even exchange.

Customer Care is accessible at

###-###-####, Mon- Saturday 6:30a -8:00p.

Kindest Regards,

Bobs Discount Furniture

Review: I want to complain about[redacted] warranty that comes with Bob's Furniture. I had 2 complains about seat cushions. The first was in August 2014. My son took a pen to the cushion on the sofa and it tore. He was 13 months at the time and[redacted] customer service claims that it was not accidental. I said but your warranty cover cuts and tears, but a 1 year old took a pen to it purposely. So you think my son planned it. I highly doubt it was his intentions considering his age. So after 2 weeks of going back and forth with them, I gave up and asked my mother to give me one of her cushions. She had the same set and was getting rid of her set. Now starting 2 weeks ago I been again going back and forth with them about the love seat cushion this time. It was a food stain from accidentally dropping piping hot soup on it. They say its not a food stay. But food stain goes away when you wipe it off. I am not going to just leave food on it for people to sit on. This time again they say its not an accident. I reread their accidental policy and it hasn't changed. I don't understand why they sell these warranties if they are useless. Their take on accidents are impossible things. They say food stains are accidental but mine is not a food stain. I read all the complains online about them so if I don't get anything out of this, I would like the company to get an F on Revdex.com. Thank you for your time and consideration.Desired Settlement: Not asking for an arm and a leg. Just a cushion replacement. I don't want money back because the stain will stay there regardless. I can't replace it that way. I am in [redacted] and they don't have a Bobs here. But why should I purchase it if I am covered. Please work with me[redacted].

Business

Response:

Good Afternoon Revdex.com,

I spoke with Mrs. [redacted] today

(1.14.2015) and Bobs Discount Furniture has agreed to provide our customer with

a new seat casing as a courtesy. I have disclosed the shipping details of this

casing to Mrs.[redacted] and apologized to her for the lack of care her concerns

have been met with at the [redacted] company.

We thank Revdex.com for providing us with

opportunity to make our customers happy.

Kind

Regards,

Bobs

Discount Furniture

Review: I purchased what I thought was leather sofa bed and big chair. I purchased the GOOF PROOF protection plan should anything go wrong with the furniture on Dec 4, 2010. My first call was on February 17, 2012 @ 12:01-12:13pm and I spoke to [redacted] to file a claim. The leather has started to peel away from the fabric backing. His response was that there was no record of the sale in the computer. I told him that I have the sales receipt in my hand and that I would be happy to fax that over to him. He declined; instead opting to file my claim first. If it would go through we would 'do the paper work' then. It was declined. In early February 2013 I went directly to the store with the badly peeling seat cushion IN HAND. I may have been [redacted]' sister because staffers turned away from me as if I were parting the Red Sea. I was told that nothing be done at the store; a young man took some info & gave me a service call appointment for March 2, 2013. A young man was sent to the home to look at the furniture. He sewed a seam at the back of a back cushion but frankly told me he even doubted that anything can be done. But he gave me the Customer service number to call. From March 11 through March 15 2013 I called Bob's Customer Care & the company that holds the GOOF PROOF policy, [redacted]. First they could not find proof that I purchased the coverage, then it was UPLOADED/found on March 15th. [redacted] tells me that the protection coverage DOES NOT cover leather AT ALL. To which I complained that had I known that at the store, I would NEVER had purchased the leather set. I would have purchased something else. Then she corrected the statement to say that leather furniture is not covered after the first year.

Product_Or_Service: 82" Queen Sleeper; Chair; Ottoman;Goof Proof

Order_Number: Invoice Number [redacted]

Account_Number: Customer No [redacted]Desired Settlement: I would love a full refund a-because Bob's is KNOWINGLY selling an inferior product and b-for making the claim that their protection policy covers the sale but LACKS in the 'full disclosure' arena by NOT disclosing the caveats to that protection plan. I look to the Revdex.com for your input into this matter.

[redacted]Refer to attached documentation[redacted]

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.

The living room set you selected in 2010 has a fabric content of bonded leather. With use over three years, cracking and peeling can occur although, not reflective of a defect with the product. The manufacturer warranty associated with the furniture expired, 12/10/11 and The goof proof plan provides coverage against in home accidental damage.

Bob's Discount Furniture prides itself on standing behind the merchandise we sell, even after the expiration of the warranty we uphold. As a courtesy we can either order replacement parts, offer a concession and allow you to keep the merchandise or you may return the damaged pieces for store credit minus a usage fee.

Review: I purchased a sofa and recliner from Bob's Discount Furniture in April of 2012, it was delivered in June of 2012, I also purchased the "Goof Proof". After a year of having the sofa the fabric started to wear thin which then started to begin to rip. The sofa has 2 cushions and I was switching between both so as not to wear one cousin out, the wearing and ripping is now on both cushions. I contacted Bob's goof proof, they said it was NOT covered, it was a manufacturers defect. I contacted Bob's, they told me they would email an email and I should take and send pictures to them, I waited a few weeks and never received the email. When I got out of school, I took the pictures to the store, the women at courtesy called customer care and email the pictures and the set up for someone to come out and look and my furniture. The rep from Bob's contacted costumer service which she informed me that it was not covered under any warranty and they would order new slip covers at my expense. Bob's advertises No Gimmicks Just Pure Value....Where is the value? My sofa is only 2yrs old and I'm the only one who uses it, it should not be wearing and ripping and Bob's refuses to help me with this issue, which is poor costumer service. I'm not asking for a new sofa but I believe that a sofa should last more then 2 years and the store should give me new cushion covers.Desired Settlement: I would like Bob's Discount Furniture to replace the cushion covers for free.

Business

Response:

Good Afternoon Revdex.com,

I reached out to [redacted] via the phone number she provided in

her claim today (7.21.2014). I left her a message with my direct phone number

and also apologized to her because we made a terrible error while initially

reviewing her account and locating her warranty info. My personal review of her

account showed me that [redacted] was upgraded to our Goof Proof Plus plan prior to

our technician visiting her home. As our technician did deem the cause of this

products damage a defect, we are absolutely able to offer [redacted] options for resolution.

I look forward to hearing from [redacted] directly so I can help

resolve her concern and I thank her for posting this information so that we can

coach our agent into offering the best customer care possible.

Sincerely,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I ordered a Bobopedics Mattress for my 3 year old daughter in the [redacted] store location on. We requested a low profile base board as we had a bed frame and wanted our daughter to be able to get on bed. Matress was scheduled to be delivered on 12/24/13. The matress was delivered on 12/24/13 but with a standard base board not the low profile we requested so we had to call to have corrrected and had to pay for delivery for store error. On 12/26/14 we called Bob's to complain that the mattress was extremely hard and we would like to exchange it. I was told by there customer service dapertment that the mattress was FROZEN and their policy was we MUST keep it for 30 days to let it adjust to our home's temperature. But they would exchange the base board and we had to pay delivery. I complied with the agreement the matress never got softer so on the 31st day I called to have it exchanged. Went in to the [redacted] store location again and ordered a new mattress this time had to pay more money as the new mattress was more exspensive because the store did not have anything that fit our frame and height needs for the orginal price and the sales person again assured me this matress would fit in our frame with a low profile base board. Matress was delivered on and I immedialtly called for a refund becasue again this is not what we ordered and it did not fit the bed. The delivery person even agreed that we needed a special base that Bob's didn't even carry. I scheduled pick up of the mattress and asked for a full refund. Matress was picked up on 1/31/14 bt no receipt was given. So I had no matress and no refund. I had to wait on hold and after several hours was told they had to send my refund via a corporate check and I would have it in 7-14 days. As of 2/24/14 I am still without my refund and have made several attempts to get this money but still do not have it. They have been very uncooperative and I am stuck without a matress or my money. Even if I get my refund I am still out $118 for deliveryDesired Settlement: Total cost $867.29 + Delivery fees $118 ($986.29)delivery fee and matress cover we were encuraged to buy to ensure the warranty.

Business

Response:

Good Morning Revdex.com,

I have spoken with this customer directly and we have fully

processed her refund amounts as she has requested. She has received 2 of her 3

refund amounts already and the final refund check was processed thru our

corporate offices yesterday on 2.26.2014. This final check is being overnighted

and we expect it to arrive to customer no later than 2.28.2014.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: My disabled 74 year old mother-in-law was moving to an Assisted Living Facility in [redacted], MA. She purchased two adjustable beds from Bob's Furniture for her and her husband. The first night she slept on the bed, she almost fell off twice. She called Bob's the next morning in an effort to return the beds, and she was told they would not take the bed's back for 30 days. She felt "unsafe" in the beds, so she moved back to her condo at the [redacted] where she was able to sleep safely. The day she returned to her condo, she unfortunately got a cold, which turned into pneumonia, and within 5 days she died in ICU at the [redacted] Hospital. She did not receive the care in her condo, that she would have received at the assisted livng facility. When we called Bob's a few days after her death to arrange a return of the beds, sleep sofa, tables, lamps and other furnitures purchased for the new assisted living facility, they said they do not take back furniture. The furniture was used for one day. The beds slept in once. I find this to be an egregious business policy. People should be able to return unused or damaged goods to the store where it was purchased. My mother-in-law paid close to $5,000 for merchandise unused.Can you help us?[redacted]Desired Settlement: I would like them to take back their furniture for a full refund.

Business

Response:

Good

Afternoon Revdex.com,

Please pass

on our sincerest apologies to this consumer for any inconvenience or distress

this concern has caused them.

Our records

indicate that this concern has already been resolved by our Customer Care

Senior Management Team. Currently the merchandise is scheduled to be removed

for a monetary refund on 12.22.2014.

Kind

Regards,

Bobs

Discount Furniture