Bob's Discount Furniture

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 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: 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 purchased a sofa and loveseat from Bob's Discount Furniture in June of 2013. During the purchasing process I was asked if I wanted to purchase the extended warranty and the "Goof Proof" which covered "All damages, accidental damages, or wear and tear to the product for 5 years". I was told this product and their warranty would cover any and all issues, even hardware issues, frame issues, etc. they assured me "yes, it covers all of this". Bob's is supposed to warranty their products for 3 years, according to their sales people. This past month, we noticed a clunking sound when sitting on the loveseat. I called Bob's Discount furniture to ask them to send someone out to check or fix this because the two recliners on the loveseat have came apart from the middle section. The product is falling apart. When speaking to a representative I was told that because I do not know the reason for the sofa coming apart, other than poor craftsmanship, they cannot cover this and will not fix it. I spent over $1000.00 on this and bought the extended warranty but now it is wasted money because they will not cover it because I do not know the reason why the couch broke.

Product_Or_Service: Chandler Reclining LoveseatDesired Settlement: DesiredSettlementID: Refund

I would like my money back for this couch or the extended warranty that I bought under false pretense.

Business

Response:

Good Morning Revdex.com,

Our records reflect that we are scheduled to service this

customer’s product on 4.29.2015 for the concerns listed here.

The customer’s Goof Proof Plus Plan is made up of two

different portions as fully indicated on our sales receipt and informational

sales flyer. Bobs Discount Furniture covers factory defects while a company

called Guardian Protection Products covers many occurrences of in home

accidental damage. For obvious reasons

when speaking with Guardian the customer must report an accidental occurrence in

order to gain accidental coverage resources. This consumer initially contacted

Guardian, reported their concerns and was denied directly by Guardian, not Bobs

Discount Furniture.

In the future we recommend the customer contact Bobs

Discount Furniture first and in the case we must refer the customer to Guardian

for accidental occurrences we have an internal transfer line set up for these

type of rarities. We look forward to servicing this customer’s merchandise

under the factory defect coverage guidelines on 4.29.2015.

Thank You,

Bobs

Discount Furniture

Corporate

Customer Care Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I have called this company in regards to the insurance provider and both companies have done NOTHING! I want my money back for the service I paid for and cannot use. This is the biggest scam. The media is my next outlet.

Sincerely,

Business

Response:

Good Day Revdex.com,

Our offices are in receipt of this response on 4.16.2015 and we

are responding communicating back on 4.16.2015.

Once again we (Bobs Discount Furniture) are scheduled to service

this merchandise under the coverage of the protection plan purchased on

4.29.2015. We most certainly did not create that service order and select that

service date on our own. As a business we are clearly honoring the purchased

warranty and aiding the customer with their concern.

We certainly apologize that this consumer seems so upset however I

am unable to determine how our business or the protection plan purchased has

failed this customer at this time.

Once again - We look forward to servicing

this customer’s merchandise under the factory defect coverage guidelines on

4.29.2015.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: Purchased a sofa in August of 2014. In December the springs were all broken underneath. Contacted Bob's, treated very poorly, told they'd send out a technician to take photos. He spent 3 hours "fixing" it and assuring me it was all set. All of the springs are currently broken again. Contacted Bob's again, asked for a replacement or credit towards a new one, treated worse than ever. Told they'd send a technician out again. We purchased the extra Goof Proof warranty which is worthless. We want a full refund for the cost of the sofa now. Missed 3 days of work due to their mismanaged delivery service and their technician's appointments. Have been told that they'll have to determine if the damage is a manufacturing defect. It looks like it came off of the showroom floor, rarely used. This furniture is far below quality.Desired Settlement: We would first prefer a full refund. If that is not possible, we want a store credit for the full amount so that we can select another sofa. We do not want an actual exchange as this sofa is poor quality, after being assured by the sales person that it was "an excellent choice."

Business

Response:

Good Afternoon Mrs. [redacted],Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I apologize that the sofa has failed to meet your quality expectations. Your satisfaction with the merchandise and service you receive from us, is our ultimate goal. Your desire to select another sofa will be granted, upon confirmation of a manufacture defect from the technician scheduled to visit your home on April 27, 2015; I have notated your account instructing the customer care agent to process the necessary paperwork. In the event the damage is found to be unrelated to a defect, we will revisit this complaint and determine the next course of action.Your business is appreciated and I expect that we will resolve your concern within the coming days.Thank you,[redacted]

Review: I bought furniture from these place and I put insurance. One month after I got the furniture they chair broke and the table crack, they said that it's not cover. I just these furniture 5 moth ago.

Business

Response:

Dear Revdex.com,I spoke with Ms. [redacted] (the recipient of the furniture) and she expressed her dissatisfaction with the quality of the legs on the bench and stools set of the Boomerang dining set. After reviewing her account, I have processed the necessary paperwork allowing her to return the set for store credit and reselect. Ms. [redacted] accepted the offer and understands the details of the reselection credit.Thanks[redacted]

Review: I am senior from [redacted] who purchased a dinning set from Bob's discount furniture 11/2014 . I thought I was purchasing a quality set has Bob's discount furniture often states in its advertising, however once I purchased the set and it was delivered I soon had to contact Bob's because the chair legs on the set was not tighten and on stabilized. A technician came out and service the problem I notified Bob's I was not happen that I was experiencing this type of issue this early on and that I would tolerate any further issues regarding the quality and stability of the set a representative from Bob state that have procedures in which they seek to fix the problem first I told them I would rather replace the set or get a refund within the first 30 days of purchase because I didn't want to deal with back and forth issues. In March 2015 another chair leg fell off and I contacted letting them about my previous problem and the current leg. I have been waiting since March for someone to contact in regards to a leg repairmen it is now May 2015 and have set to get a leg. I should have not experience such an excessive delay in a leg replacement delivery based on my previous complaint to Bob's. I spent a lot of money I am a non work in senior and I thought I would be to enjoy my funiture and not have deal with in regards to quality. At this point I just want for a replacement a refund they can get the current set. My blood pressure has been elevated at times when dealing with Bob's. I am unable to hold functions at home because I afraid someone with injured while seating in my furniture purchased from Bob's. This dinning set is unsafe and really should be recalled because if it's defectiveness. I contacted Bob's several and have not to obtain the satisfaction needed.Desired Settlement: REFUND, EXCHANGE OR REPLACEMENT

Business

Response:

Dear Revdex.com,I called and spoke with Ms. [redacted] this afternoon and she expressed her concerns with the dining chairs. As a result, I have processed the necessary paperwork allowing her a store credit to reselect to a different set. Ms. [redacted] was appreciative of the offer and understood the terms of the credit. She will visit her nearest Bob's Discount Furniture store within the next couple of weeks (or days) to either choose a different set or different chairs.Bob's Discount Furniture appreciates Ms. Wilders business and apologizes for any and all inconvenience we have caused.Thanks[redacted]

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

Business

Response:

Good Morning Revdex.com,

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

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

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

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

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

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

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

Business

Response:

Good Morning [redacted],

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

result of our obvious coaching needs. I sincerely

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

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

Our system identifies that we completed the processing of your

refund on 9.13.2015.

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

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

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

a compensation demand beyond the realm of applicable.

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

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

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

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

Normally we offer any type of additional apology in the form of a

Bobs Discount Furniture Gift Card because as a business we understand the

importance of earning our customer’s trust back and proving to our customer

that delivery failures are not part of the normal daily operations that have

helped us grow to be the 15th largest furniture retailer in the U.S.

We also wish to provide our customers with a tangible item as a further form of

apology rather than just committing to the act of pacifying someone with a

monetary amount. Should you wish not to provide us with another opportunity to

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

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

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

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

apology.

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

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

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

informed):

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Stephanie,

Review: My mother purchased a chair from the [redacted] store back in the Fall of 2012. A few week ago she happened to see something hanging at the bottom of the chair. It turns out the bottom is about to fall out! This chair isn't even 2 years old yet and already falling apart!Desired Settlement: I think it's only right that the store either repair the chair or replace it.

Business

Response:

Good Afternoon [redacted],

I just finished leaving you a voice message on the number

you provided us within this complaint. As stated in my message since I wasn’t able

to reach you I will outline the courtesy option for resolution we can provide

your mother with at this time.

Your mother’s chair was delivered on 12/15/2012 and we have received

no report of concern within the one year Bob’s factory guarantee period we

provided on this chair at the time of sale. The additional protection plan your

mother purchased is called “Goof Proof” and as its name depicts, it is intended

to cover an accidental occurrence that causes damage to the furniture. When

making her claim under the plan she purchased, your mother did not state that

an accident occurred. The company that manages this plan is called [redacted] and

their records indicate that your mother explained that she did not know how the

chair became damaged and that is the reason as to why this claim was denied for

coverage.

Even though the Bobs warranty on the chair is now long expired,

we did send a service technician to your mother’s residence on 8.09.2014 to

complete any repair he could on the chair to the best of his abilities. This

service was provided at no charge to your mother and regretfully his report

indicates that the chair itself is damaged beyond repair, the report further

reads that the cause of this damage was not related to a factory defect. As a

retailer we are in debt to cover our valued customers’ factory defect damages

under their warranty period with Bobs and in this case your mother’s chair is

not experiencing a damage as a result of a defect and is very far outside the

period we agreed to offer coverage through. The Bobs Warranty period can be

found on your mother’s original sales invoice and the Goof Proof Plan is an

extremely valuable resource when it is used within its intended guidelines.

As an extreme courtesy we can offer to credit your mother’s

account for 80% of the cost she paid for the chair and ottoman set. This credit

is one that she could use within the next two months to return to our showroom

and select either the same chair/ottoman or choose a different chair that may

fit her needs better. Because we are working above and beyond policies and

guidelines to satisfy this concern we will ask that should your mother want her

new item delivered she pays a new delivery fee based on the pricing of the merchandise

she picks out. We always keep our delivery fees separate from our merchandise

cost and maintain that the delivery is a service within itself. I must disclose

that we will expect to remove this current chair/ottoman set before or on the

same date we deliver the new merchandise your mother selects and we will cover

the cost of removing and disposing of the current item in this home.

Please let me know through this Revdex.com channel if you would

like to accept this option for resolution on your mother’s behalf and I will process

the credit and have our retail location reach out to you to confirm completion.

I apologize that your mother is experiencing any disappointment in her product

and we are eager to help resolve your concern in a fair manner.

Kind Regards,

Bobs

Discount Furniture

Customer Care

Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: I purchased a dresser and mirror 3/24/12 and paid an additional $50.00 for an extended warranty "Goof Proof Protection Plan". I am having issues with two of the dresser draws closing, I called to put in a claim for repair or replacement as promised under my extended warranty and I was told thst the draws and track's are not covered. When I was sold this dresser the sales associate told me the draws along with scratches, spills etc were covered. Now I am being told draws are not covered. This a matter of false representation regarding my warranty.Desired Settlement: I would like the dresser either repaired or replaced under the warrantly I purchased. If Bob's is not going to honor this warrantly then I want a refund of the $50.00 I paid for this so called protection.

Business

Response:

Good Morning Revdex.com,

I reached out to [redacted] via the daytime phone number she has

provided in this complaint today (9.23.2014) and left her a message with my

direct phone number for contact back. I look forward to hearing back from our

customer so that I can help her resolve her concerns and I ask that you please

pass on my sincerest apologies for any frustrations we have caused her during

this time of need. We assure [redacted] that we genuinely value our customers as the

most important part of our business.

Thank You,

Customer

Care Corporate Liaison

Bobs

Discount Furniture

Business

Response:

Good Morning Revdex.com,

I reached out to [redacted] via the daytime phone number she has

provided in this complaint today (9.23.2014) and left her a message with my

direct phone number for contact back. I look forward to hearing back from our

customer so that I can help her resolve her concerns and I ask that you please

pass on my sincerest apologies for any frustrations we have caused her during

this time of need. We assure [redacted] that we genuinely value our customers as the

most important part of our business.

Thank You,

Customer

Care Corporate Liaison

Bobs

Discount Furniture

Consumer

Response:

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

Bob's Furniture has agreed to service my furniture and fix the issue. Once service is received, if not acceptable I will contact the Revdex.com again.

Sincerely,

Review: Approximately two years ago I purchased the [redacted] couch and recliner for my husband who suffered a torn rotator cuff in addition to having a feeding tube. Approximately three months ago the couch was used to recline and a loud snap was heard resulting in the inability to use the recliner on one side of the couch. After an initial visit with a Bob's service representative he determined a cable had to be ordered. THAT WAS OVER THREE MONTHS AGO!!!! After multiple calls to various Sections of Bob's, and after getting the run around many times, we are still to this day being told that the cable is "on a boat waiting to leave [redacted]" and "I don't see what the problem is!!!"

I spent good money on that couch and when I initially inquired if I could receive a replacement couch or a substitute until mine was fixed there was no accommodating whatsoever!!! The attitudes are/were really unbelievable. To date we have a couch that has seat cushions starting to sag back and lose comfort after two years on the couch not to mention we cannot recline on one side!!! TOTALLY UNACCEPTABLE and we would like some help please!!!!! We have been told they don't make our color couch anymore (after two years!!!) and we would like an exchange in addition to the fact the recliner would have to be to match the couch.Desired Settlement: Having a new couch. Where Bob's already discontinued the color we purchased we would like to have the [redacted] automatic recliner matched as well. What a brutal, disappointing experience with everyone we spoke to telling me they cannot help!!!!!

Business

Response:

Good Afternoon [redacted],

I

apologize for the lack of care and empathy that you cite to have received from

our Customer Care Office while seeking to resolve the concern with your

recliner. I further apologize that the part we ordered for you is taking so

long to ship to you; I assure you that we do not experience long delays on a regular

basis and we never meant to cause you more frustration or inconvenience.

The

protection plan you purchased through us covers you for five years of unlimited

part replacement and professional labor. Should you wish to have the item

replaced in lieu of accepting a service, or if a service isn’t going to rectify

the defect concern, your plan covers you for the cost a one time replacement.

We can offer to provide you with a reselection credit for the full amount you

paid for the sofa ($599) should you wish us to cancel the current part order.

Please understand that in accepting this option the parameters of your original

protection plan are considered fulfilled on this item.

Addressing

the recliner specifically as a business we are normally unable to offer

recourse on an item that is not experiencing any factory defect concern. We

agree that as a consumer you are owed recourse for the case of the defect

concern on your sofa and as you are not satisfied with the original recourse option

offered we worked to meet your demand by offering an alternate option for

recourse.

In an

extreme effort to provide you with satisfaction we can propose to provide you

with a store credit for 80% of the purchase price you paid us for the recliner ($499

X 80% = $399.20). Since this is an offer out of courtesy we can also provide a

credit for the monies you paid for the protection plan on the recliner

specifically ($69.99).

Another

benefit we can offer you is no new delivery fee on the newly selected

merchandise meaning, we will take away (covering the cost of disposing of) the

current merchandise in your home and pay to deliver the newly selected

merchandise on the same date at no cost to you.

In

Review our offer includes:

Full Store

Credit for the Sofa =$599 (Fulfilling the purpose of protection plan)

80%

Store Credit for the Recliner =$399.20

Partial

Store Credit for the Protection Plan =$69.99

Removal

of Old and Delivery of New Merchandise at zero cost to you.

Should

you wish to accept this offer and have the store credit entered for your use

please respond to this Revdex.com communication as ‘Satisfied’ and we will process the

credit and have our retail location reach out to you regarding the active

credit.

Kind

Regards,

Bobs Discount

Furniture

Consumer

Response:

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

Sincerely,

**I want to add how very disappointed my husband and I are that these measures had to be taken. We waited very patiently for an unreasonable and unrealistic about of time and received no sympathy whatsoever or concern as to the amount of time waiting being told repeatedly that the part is in [redacted].

In light of not being able to get the [redacted] color, we will opt for the brown and hope that the color is suitable. We would like the exact same set up, the couch and the electric recliner. I am a little turned off at the fact that after two years the manual cable snapped on the couch and am wondering if an upgrade to electric is possible at no charge to the consumer due to the excessive run around we received and lack of professionalism. Please advise as to when this furniture will be picked up and the new furniture received as we have gone months without the ability to recline on one side of the couch which is unacceptable having paid extra for the reclining option. Our number is ###-###-#### and our email is [redacted]. My personal cell is ###-###-####.

We appreciate your support and look forward to an expeditious reply.

Review: I ordered 3 bed in December 2014. One of the beds was defective and broke. Bobs was very helpful and ordered broken parts, which never arrived. They were very apologetic again and ordered a complete exchange of the bed with a scheduled delivery date (another missed day of work) the delivery arrived and it was not a complete exchange just a part which was the incorrect part. Bobs apologized once again a mistake on their part. A new order was put in for a complete exchange with yet another delivery date (another missed day of work). Today was the delivery and once again it was wrong again. The time the wrong size was delivered. Now I need to wait another week another missed day of work and another week my son is sleeping on the floor. This has been over 6 weeks now.Desired Settlement: The correct order and some sort of compensation

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies for the inconvenience the multiple deliveries and damaged product continues to cause our customer. We can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels they are owed something additional after their concerns have been resolved.

Bob’s prides itself on providing quality service and the best value product for the price. Our primary focus is on making the concern we caused right so that our customer is satisfied with the product that they have purchased from us.

We currently have a delivery scheduled for the [redacted] on 2.07.2015 to resolve this concern.

While it is not normal procedure to so we do recognize that we have failed our customer and our records indicate that we have advised our customer that we will willingly offer a token of our apology after the concern as been fully rectified.

We do not offer apology resolutions based off of any individual’s time and we are unable to offer a discount off of factory fresh product that stands in the home in good condition.

At this time we are looking forward to completely resolving this customer’s concern on 2.07.2015 and should the customer still be seeking a further apology amount from us they will be able to speak with our Customer Care Office prior to the delivery team leaving their residence 2.07.2015. We will review the account and our failures at that time and determine what we are able to offer. [redacted]

We apologize again for the impact our failures have had on our customers valuable time and thank the customer for bringing the coaching concerns we have to our direct attention.

Kindest Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

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

Review: I purchased a leather headboard and footboard, dresser with mirror and dresser chest and 2 nightstands from Bobs Furniture in 2014. I also paid for Goof Proof warranty with Bobs. To my understanding this warranty was to cover any damages to the furniture including labor for the next 5 years. On this order I had two separate deliveries. The headboard and footboard was delivered on February 2014 and on march 3, 2015 the rest of the order was delivered. On March 3rd when the dresser, chest and nightstands were delivered I noticed a puncture hole on my leather footboard and a deep scratch on one of the nightstands. On March 8, I called Bobs to inform them of the damages that I noticed made by the deliverymen. When the technician from Bobs came to service the damages on March 13th, the technician reported the damages back to bobs and I was informed that there was nothing that they can do for me. I feel that Bobs is not honoring the warranty that I paid for nor did Bobs take responsibility for the damages that their deliverymen caused to my furniture when they delivered the dresser, chest and nightstands.Desired Settlement: I want replacement of the footboard and the nightstand that was damaged during delivery.

Review: I have been a valued customer at Bobs for many years. I have never had a problem with this store. In 2011 I purchased 2 lift chairs for my elderly mother who can not get out of chairs along with goof proof. I was told that the goof proof would cover any mishaps. One of the chairs stopped working a couple of years ago and it was covered by goof proof. Recently one chair stopped working and I was told that I had to pay for the parts plus installation. I dont understand why when I have goof proof. If I have to pay, I would like a refund for the goof proof that I paid as I was misrepresented or for the oiginal agreement to be honored and parts and installation be covered.

Business

Response:

Good Afternoon Ms. [redacted], Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that the power lift chair and goof proof plan have failed to meet your expectations.Our records indicate that one of the chair motors was replaced in May 2013, after our technician confirmed that the motor mounts were defective. The part was replaced under the manufacturer warranty not the goof proof plan. Fast forward to your recent claim May 2015, our technical visited your home after you reported that the chair would not lift. Upon inspection the technician indicated that there was a short in the remote and it would work off an on when he shakes it. According to the comments from the day of service you indicated that you sat on the remote and believed that it began to malfunction after that incident and assumed that your goof proof plan would cover the repair or replacement of the remote. Goof proof is designed to provide coverage against most common types of in home accidental damage however, the remote is considered an accessory/hardware, which is not covered.Given the 2011 date of delivery, expiration of the manufacturer warranty (against the remote) and cause of damage, you would be responsible for the cost of the part as well as installation however, Bob's Discount Furniture appreciates your business and as a courtesy I will place a $50.00 credit on your account which you can use toward the purchase of the $95.00 remote and we will install/program, at no charge.I apologize if you believe the plan was misrepresented. I have attached copies of the goof proof plan as well as the manufacturer warranty. Thanks[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: I placed an online order on 5/19 for a coffee table and 2 end tables . I was called from the [redacted] location the following day to schedule a delivery , it was scheduled for 5/26 (tue) on Saturday the 23rd I was called and told I wouldnt get it till Friday the 29th , I told them it wasnt really a good day and I needed a 4 hour window and then a hour ahead a I needed a call . No call came on Thursday giving me a window , I got a call at 6:30 AM on Friday from a driver saying Ill be to your house sometime in the afternoon to deliver .( unacceptable ) I waited around till 3 before I left .. I was called at 330 by the driver saying " Im at your house and no ones home " I explained I needed the hour notice and I wouldnt be home for an hour... he said he could only wait 30 minutes ,I was then called by Bobs corporate custmer service who basially said it was my responsibility to be home when delivery came and driver would only wait 30 minutes and if I couldnt be there he would call back to reschedule , I raced home in 15 minutes and drivr wasnt there !!! Surprise and no one called back to reschedule. I called cust serv and asked to speak with [redacted] store mgr and after being on hold for 20 minutes was told I had to speak to someone else first to see if it warranted the store mgr involvement ?!!! really ?? I stated I would contact Revdex.com and was told by cust serv.. " go aheead and call whoever you want , wont help you if you wont talk to who we give you to talk to " nice answer !! Then I call back today to get my delivery and was told they wont deliver on MOnday and I cant get it till at least the end of next week !!?? Bob should spend less money on commercials and more money on customer service , I'll never shop there againDesired Settlement: I want my order delivered Monday June 1st , that is when is convenient for me and at this point I have been inconvenienced enough , I paid for product and they won't deliver it ! Customer service is about helping the CUSTOMER not what is convenient for BOB Monday June 1st delivery between 9am-1pm ... thats the window , anything else is unacceptable !

Business

Response:

Good Afternoon Mr. [redacted], Thank you for choosing Bob's Discount Furniture. I apologize for the failed delivery attempt and inconvenience we have caused. Two to three days prior to a scheduled delivery our automated system is programmed to call each customer, informing them of the estimated four hour delivery time frame. At the time of purchase or a couple days prior to delivery, you make request either a half hour or one hour call ahead. Our drivers indicate that they called and spoke with you at approximately 2:15pm on May 29th to inform you that they were approximately one hour away from your home. When they arrived at 3:20pm you were not there however, they were instructed to wait a half hour before being allowed to move on. There appears to be some inconsistencies between the driver's account of events vs. your statement; either way we have failed you as our intention was to deliver your furniture on May 29, 2015.I apologize for the service you have described receiving from both the store and customer care representatives. I'd like to believe that there was a miscommunication as customer service and problem resolution are a few of the expectations of each representative of Bob's Discount Furniture.I understand your request for delivery on June 1st (Monday) however, our delivery schedule/availability is Tuesday- Saturday (Monday deliveries are generally reserved for peak season and holidays). Currently your delivery is scheduled for June 2nd between the hours of 10:45am and 2:45pm; you make track your delivery online at [redacted] and enter your customer master [redacted]. There is a one hour call ahead request notated on your account.Your patience and business is greatly appreciated. Once delivery is complete, I will be happy to issue a $20 gift card (half of the delivery fee) to be used toward a future purchase or accent item to compliment your new tables.Thank you,

Consumer

Response:

Review: [redacted]

I am rejecting this response because:There are not inconsistencies in the account of what happened , your driver is a liar , and your service people are rude . Your driver called me at 6:40 am to say he would be there in the afternoon sometime , and he called again at 3:04 pm that he was already at my house ( if you'd like a copy of my cell record , Id be more than happy to post on here since you've elected to use a public forum to imply I was lying ! He at that time stated he wouldn't stay more than 30 minutes , I was back at my house at 3:24 and he was NOT there , that is also when I called your rude customer service people . YOu are welcome to stick with whatever story helps you sleep at night , the bottom line is , you broke a scheduled appointment , you didn't follow your own protocol to notify me 24 hours in advance of my delivery window , you didnt even give me a window ( "I'll be there sometime this afternoon " is not a window , your driver lied and didn't even wait 30 minutes let alone the hour notice I requested All of this can be proven with phone records , but clearly you are not interested in customer service and this was a wasted exercise because you've done nothing to rectify the situation and instead made it worse by insulting me and my intelligence . You can however know that you will never have to endure me as a customer again , as I will NEVER shop at Bob's again and will be sure to tell everyone I know of my experience with Bob's via social media and in person .

Sincerely,

Business

Response:

Good Afternoon Mr. [redacted],I sincerely apologize as my previous response was not meant to anger you. The information documented in your account was different than the information posted in Revdex.com complaint however, I was not calling you a "liar" and apologize if my response made you feel that way. Regardless of the facts, we failed you as customer. I am pleased to learn that we successfully delivered the tables on June 2, 2015. As a result of your experience, I have processed the necessary paperwork to refund your delivery fee; the credit will be applied to the [redacted] finance account within 10-14 business days.Again, I apologize for the experience and service you have received. Your business is greatly appreciated.Thanks,[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: purchased 5 piece sofa sectional set and a extra 5 year warranty with it in Nov 2013. couch is only year and a half old and had to call for service. stitching on cushions, pillows, back of couch and ottoman coming loose all over. Also the material on top back going around the entire couch has 5 -6 spots where material is separating in spots ....looks like material is desinagrating. technician came to house and did nothing but cut some of the loose strings. called in to report and then handed me my phone and left. poor service and nothing was fixed. couch is falling apart and Bob's is doing nothing for me even with the warranty. they say its not a manufacturing defect. what would you call it when 5 to 6 spots on back of couch has same issues of problems (material coming apart). and all over stitching loosening up. Couch will not last much longer unless the fix it. But nothing is being done. I have spent $3000 on this set and in one year will have to replace it already. No customer service at all.Desired Settlement: would like it repaired or replaced or exchanged.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our apologies to our customer, we care very

much for all of our customers and seek to resolve any merchandise concern(s) in

a manner that is fair and adequate with respect to warranty coverage. Please

note that the merchandise cost for this set totals at $1,248.00 (including ottoman) per the

customer’s original invoice.

Please see the attached pictures (2 Pages) that we

have included for your review on this claim.

These pictures were taken by our technician who

visited the home on 7.10.2015 and explicitly show several spots of in home damage

present on this sectional. We do apologize to our customer that we are unable

to take responsibility for damages that are caused completely outside of our

control. Bobs Discount Furniture offers direct coverage against manufacturing

defects under the protection plan and these markings (that are away from the

seams) do not stem from any defect in the workmanship of this product.

The photos

also depict that the toss pillows (accent pieces that we include with this set)

have areas where the seams are coming apart or the material is fraying. The

customers account reflects that we spoke with the customer and set up a part

order for three new toss pillows in order to rectify this concern.

As a business we have directly resolved the manufacturing

concerns with the toss pillows, we are unable to offer direct coverage for

customer caused/accidental occurrences of damage.

Kindest Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: there were not just these two spots where the material is being dissolved....there are 5 spots not two...they didn't include all the pictures. also they are right near seams near corners....I don't smoke or have any small children so this was not caused by me the customer. it is out of the ordinary for all these 5 spots to have the same type of looking problems occurring in all the back area of the sofa and not any where else. in addition to that the amount I paid was more than they have stated....all I know is there is multiable lies being told by this company. and they haven't mentioned that I had purchased a extra 5 year warranty and still cant get any help from them. there are numerous complaints against this company on the same issues as well as others. they have fraud gently sold me this warranty under the idea that I would be covered if anything happens to sofa. need the Revdex.com to help me as a consumer with this problem.

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

The fact remains that microfiber just doesn’t “dissolve” on

its own and these markings are a clear indication of customer caused or

environmental damage after a lengthily period of ownership.

In an effort to satisfy the customer as a one time courtesy

and because Bobs really does care about all of our customers, we will allow the

customer to use the ‘one time replacement option’ available thru the protection

plan he purchased. The consumer must understand that in accepting this option

the original plan and its benefits have been fulfilled and a store credit for

the merchandise (what was originally paid per the sales invoice) and new

delivery fee will be uploaded to the customer’s account electronically.

We do expect to remove the current sectional pieces

the customer maintains in their home on the same date they schedule to have the

newly selected items delivered. We will not making any offers on the storage

ottoman associated with this original purchase as there have been no concerns

reported to us regarding this ottoman. We are working far beyond proactive

policy and process in an effort to satisfy this individual at this time.

If the customer responds as ‘satisfied’ I will create the

necessary paperwork approving this extreme courtesy offer and the credit will

be available to the customer for use within any of our show room locations.

Kindest Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

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

I will accept this offer from Bob"s but would ask for some form of letter or email from them stating that they are giving me credit in the amount of sectional, the delivery and tax charges that were paid for on original purchase. I don't want to say yes to this and then go to a store to pick something out and have the store tell me that there is nothing on file. So please also include any information like the customer # and name and number of person give this authorization so there are no problems.

thank you

Sincerely,

Review: In June 2014, I purchased two leather power lift recliners from Bob's Furniture. The color of the chairs is a chocolate brown. These chairs reside in our interim apartment located in our son's home. We are snow birds from [redacted] and the chairs are only used approximately 4 months out of the year.

Shortly after delivery in June 2014, one of the chairs began to fade for no specific reason. The chair was only about three weeks old when we noticed this problem. I immediately contacted Bob's and was informed that since is was within 30 days of my purchase date, I would be covered under the One Year Guarantee Warranty. It was requested that I submit photos to their customer service department for review. Two weeks following the photos being sent, we were notified that we would be receiving a replacement part for the damaged area of the chair. The replacment part arrived after a month where we then had to contact customer service again to have a technician come and replace the part. That took an additional two weeks for the appointment.

Upon our return to ** this summer, after a month into our visit we noticed the same fading of the material occuring, but this time to all spots on the chairs. We contacted our Goof Proof Plus plan that we purchased from Bob's with the chairs and was told that they could not cover the chair since it was due to a** type of spillage, or physical damage??? In turn we were directed back to Bob's Customer Service. When speaking with customer service we requested that a technician be sent out this time to evaluate the damage as it's been a little over a year and since the last time the same thing occured. We were informed that this was not possible and that once again we need to send in photos of the chairs (both are fading this time around) and they would determine if there is anything they can do for us regarding the damage. This was completely unacceptable to me since I had this same issue last year and the chairs clearly need to be replaced not repaired. Some of the fading does not come through in the pictures and need to be seen by an actual person.

I then decided to visit the Bob's store located in [redacted] to see if there is anything they might be able to assist with regarding the replacement of these chairs and was told that they're not even covered under the store warranty anymore and there is nothing they can do for us.

Nothing was used out of the ordinary to clean these chairs. My son has the same material and color from another business in home which are five years old and doesn't have this issue. The cost of these chairs was over $1,400 and this should not have occured so soon. There is clearly a defect in the material being used and something needs to be done to assist us.Desired Settlement: We want the chairs replaced with another fabric as we are not confident that this will not occur again. We do not want to continue to have this problem in the future and be stuck with damaged chairs.

Business

Response:

Good Morning Revdex.com,

I have contacted this customer via telephone today (8.11.2015) and

advised them of my direct number for further contact should they wish.

I am very embarrassed about the poor service our customer received

from us regarding this concern and have entered in the reselection credit as

they have requested.

The customer can provide their salesperson with this credit

number: [redacted] when they visit our store to pick out their new chairs and I sincerely

apologize again for the manner in which their concern was initially handled.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. I went to Bob's to review the credit provided and get replacement chairs. While getting the replacement chairs I was charged for another protection plan in the amount of $99.99. I paid $129.99 for a protection plan in 2014 for the chairs I currently own and are defective.