Bob's Discount Furniture

Review: I was supposed to receive a replacement cocktail table back in April for the defective cocktail table that I bought in October. After a huge runaround with Bob's, I was then told it was on backorder until July. Now I call back and I am told I am not going to get a replacement table until the end of September. I am extremely dissatisfied with Bob's!

Product_Or_Service: Cocktail Table

Order_Number: XXXXXXX

Account_Number: XXXXXXX

Desired Settlement: I shouldn't have to wait 6 months to get a replacement table! I would like you to get me my replacement table right away.

Business

Response:

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

Good Morning Mrs. [redacted],

Thank you for choosing Bob's Discount Furniture. I apologize for the merchandise delay.

When merchandise is on back order we are given an anticipated date of arrival by the manufacturer, for reasons beyond our control, this date is subject to change. Currently the expected date of arrival for the cocktail table is, September 3, 2013. You may wait out the back order and schedule delivery for any day following 9/3/13 or you may return the cocktail and end table for store credit and reselect to tables that are in stock and ready for immediate delivery.

Your patience and business is appreciated and we apologize for the inconvenience we may have caused.

Review: Product and repair issues.I purchased a bedroom set in November of 2012. since the furniture delivery,with 4 separate service calls, I have had the headboard, foot board & bed slacks replaced, along with the chest of drawer and night stand. Now the 5th service call they are replacing my whole bed because the frame is wobbly, and the support structure is weak. With the delivery of the new furniture, I've requested a service technician come out when the furniture delivery is scheduled to reinforce the new bed. This is something that protocol does not allow. I've requested a refund, and was told this is not something they can't do now, I've had the furniture too long. None of this furniture has been in my apartment for 6 months even though I'm being held to my original satisfaction guarantee of November 2012 with a one year warranty.

Product_Or_Service: [redacted]

Order_Number: XXXXXXX

Account_Number: XXXXXXX

Desired Settlement: I want them to take their furniture back and refund my full purchase price.

Business

Response:

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

Good Morning Mr. [redacted]

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

Given the multiple service calls and merchandise replacements, you may return the complete bedroom set and reselect or we can continue with the July 27th exchange of the bed.

Bob's Discount Furniture appreciates your business and hope to remain your furniture retailer of choice.

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

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

I would like to return the bedroom set, as a matter of fact, I would like for them to come back and get it and have a full refund, I do not want to purchase furniture from Bob's discount, Their mass produced product is of poor quality, and I would prefer to have no bedroom set at all than purchsse anything else from Bob's furniture. I have taken photographs of the last exchange done on this bedroom set.... They replaced the side rails on the bed. The rails do not fit or connect properly and the foot board is separating, as well as the inside of one of the bed rails is peeling.

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

Good Morning Mr. [redacted]

I have processed the necessary paperwork allowing the return of the complete bedroom set. Please contact our customer care department to schedule a pick up date.

You will receive a full refund less the delivery fee.

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

Business

Response:

Good Morning Ms. [redacted],

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

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

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

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

Business

Response:

Good Morning Ms. [redacted],

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

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

Review: This complaint is not about a specific location but about the Goof Proof Protection plan sold by Bob's. I purchased the protection plan for the dining table and sofa. The warranty is supported by [redacted] Products. I called the number listed on Bob's website ###-###-#### and after being on hold for over 10 minutes the call was routed to voicemail. I was prompted to leave a voicemail with my contact info and I would get a call back within 24-48 hours. It has been over 10 days and I've yet to receive a call. I called back again today and it was the same drill, leave a voicemail. I called three more times today (12/2) to see if I could get through but no luck. I then reached out to Bob's as they were the ones that sold me the warranty but after talking to customer care and a manager I still have not been able to get in touch with anyone regarding the warranty. I believe that Bob's should be able to assist customers in this scenario as they are the sellers of the service. As a consumer I feel that this warranty service is a scam as I cannot even get through the warranty company and Bob's cannot help in any way.Desired Settlement: I would like for the warranty department to return my calls so I can submit a claim request.

Business

Response:

Good Morning,

I researched this account and was able to locate a current [redacted] claim open for Mr. [redacted]. Please extend my apologies for our Goof Proof causing our valued customer so much grief. The open claim was filed on 12.02.2013 and the Claim number is: [redacted]. As this is still in the stage of being processed I expect Mr. [redacted] to receive further follow up from our Goof Proof ([redacted]) company directly.

If you have any additional questions or concerns I will be more than happy to further assist you.

Thank You,

Bobs Discount Furniture

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

Business

Response:

Good Morning

Revdex.com,

Please let

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

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

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

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

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

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

Our records

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

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

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

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

time to get this clarification.

Thank you,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

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

NOT A HAPPY CUSTOMER. VERY DISAPPOINT CUSTOMER.

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

Business

Response:

Good Afternoon

Revdex.com,

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

[redacted] has been provided a credit for

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

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

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

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

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

Kind regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: 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: 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: I purchased furniture at Bob's of [redacted]. I was told by the sales associate that the extended warranty covers everything regarding damage to the furniture purchased. I attempted to file a warranty claim through [redacted] (the company that services claims for Bob's) and they informed me that my claim does not meet the requirements to file a claim. I called Bob's themselves and they said they have nothing to do with this matter and I needed to call [redacted]. I informed [redacted] of what Bob's told me and their answer was they don't work for Bob's. I explained to them I understood that they don't work for Bob's but passing the buck is not acceptable. False information is given to the consumer by a sales person to make a warranty sale. Better training and education needs to be provided to their sales personnel so the consumer receives accurate and honest information.Desired Settlement: I am asking that my furniture items be repaired. I spoke to [redacted] who is an escalation manager at [redacted]. I even explained that I was willing to meet half way and only have the major damage repaired on 1/3 items and the answer was no. I was not asking for replacement furniture. I would like to have my furniture fixed for accidental damage incurred.

Business

Response:

Good Afternoon [redacted],

I am

very sorry to learn of your disappointment with your [redacted] Plan. I

assure you that this plan is extremely valuable when used within the

appropriate guidelines that the plan denounces. As Bobs Discount Furniture is a

separate company entirely we do not have the authority to overturn [redacted]’s

judgments on claims. I do apologize that the third party company who manages

this plan did not apply any care and empathy to your case when you initially

called and I further assure you that we are not seeking to pass your concern off.

In a review of the [redacted] records concerning this claim,

the claim is being reported as having happened during a move in between

residences and there is a large amount of damage associated with this claim. It

is reasonable for any business to assume that whether we are told so or not, a

moving company or a third party provider could have been involved in assisting

with this merchandise being moved and that company would then be liable for the

damages that occurred during the move. This was also not caused by a one time

incident as you allege that several different items were damaged in various

places.

Bobs Discount Furniture did not physically move this

merchandise nor was this damage within our control to prevent. This “accident”

is most likely being viewed as several preventable occurrences by the [redacted] company and at this time Bobs Discount Furniture agrees with this result of denial

you have incurred from the [redacted] company. With any protection plan sold on

automobiles, electronics, or home appliances there are exceptions to coverage

and the sales flyer we provide at the time of sale does depict that the full

plan guidelines should be reviewed thoroughly for exception information.

Should you believe that the damages caused are repairable

you may contact us (###-###-####) to request a billable service at a charge of

$79.99(+tax) to your new address. I am so sorry that there was any damage

caused to your furniture while you were changing residences.

Kind Regards,

Bobs Discount Furniture

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

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