Bob's Discount Furniture

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

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the inconvenience the

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

certainly understand the customer’s frustration and acknowledge that the

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

communication.

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

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

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

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

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

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

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

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

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

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

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

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

At this time we are looking

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

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

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

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

merchandise.

Our

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

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

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

customers concerns fully rectified.

Kindest

Regards,

Stephanie

A. Gauthier

Bobs

Discount Furniture

Customer Care Corporate

Liaison

Consumer

Response:

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

Business

Response:

Good Morning Revdex.com,

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

successful avenue for resolution regarding the merchandise concerns.

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

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

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

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

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

While we certainly appreciate the mediation assistance the Revdex.com

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

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

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

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

Initially we offered our customer a Bobs Discount Furniture Gift

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

offer any type of additional apology in the form of a Bobs Discount Furniture

Gift Card because as a business we understand the importance of earning our customer’s

trust back and proving to our customer that failures are not part of the normal

daily operations that have helped us grow to be the 15th largest

furniture retailer in the U.S.

After our failure has been

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

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

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

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

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

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

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

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

should the customer seek assistance with another complaint we are always

available to help.

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

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

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

This mattress has GOT TO GO IMMEDIATELY.

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

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

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

Consumer

Response:

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

Business

Response:

Good Afternoon Revdex.com,

Please pass on our apologies for any confusion between our

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

The ‘Bob O Pedic’ mattress delivered to this customer is not a

toxic product and we do not sell harmful products. All polyurethane foam

is the result of the reaction between Polyols and Isocynate compounds.

The gas which they create in the reaction is what causes the cellular structure

of the foam to form and rise. This gas is primarily carbon dioxide and of

course, trace scents from the compounds. After reaction, the large foam blocks

are permitted time to cure and at that point, the foam becomes a totally inert

mass, which has no chemicals to leach out. The blocks of foam are

cut immediately after the cure and are then laminated to make the core of the

comfortable, supportive mattresses as sold by Bob's Discount

Furniture. These laminated mattresses are then compressed and rolled and

wrapped in air tight poly bags for ease in shipping and sanitation

concerns. Thus the mattress when it is decompressed carries and emits a

small amount of the gases and this is the odor which one experiences when the

mattress is initially placed in the customers home. This initial odor will

normally dissipate with regular usage very quickly, depending on where, when,

type of wrapping, and how long this mattress was “stored” for could have

affected the normal time period related to the non toxic odor dispel.

We have made special accommodations for this customer by removing

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

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

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

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

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

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

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

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

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

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

We again apologize for the delivery issues the customer has

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

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

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

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

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

Our policy fully discloses that the mattress only is

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

reference.

We

have made special accommodations for this customer by removing the mattress

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

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

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

mattress:

The phone number provided is not to our Customer Care

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

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

be hassle free.

Please note as the customer is communicating their desired

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

concern has been fully resolved at this time.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Since my desired settlement has been reached by using an alternative avenue (CC charge back) my concern has been fully resolved at this time.

Sincerely,

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

Business

Response:

Good Morning Revdex.com,

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

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

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

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

own.

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

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

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

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

exchange date for delivery.

Again we are very sorry and thank you for the opportunity

you provide us with to make our failures right,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

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

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

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

Sincerely,

Review: I had furniture delivered from Bob's on 8/29/14. After a successful delivery the delivery man, [redacted], attempted to muscle closed my glass storm door while the locking bar was still in place. This warped the entire door and frame popping the corner and glass out as well as warping the door frame. [redacted] and his partners attempted to fix it but could not because the door frame was broken. The door no longer closes all the way. The handle jams on the frame and there is a 3-4 inch gap on the top and bottom where it no longer lines up. I had [redacted] call Bob's to report the damage. I was told that due to Labor day I would not receive follow up on this issue until Tuesday 9/2/14. I was given claim number [redacted]. I did not receive any calls that week. I called the following Monday at 12:45p and was told that the property and claims dept leaves at 12:30p but they would pass the message on. I received no calls back. I called again several times over the next two weeks. I was told by property claims that all they could do was to email the vendor (as it was an outside delivery company) and CC their corporate office. this usually got things moving. They could do nothing else to help nor could they give me any information. I still received no contact from Bob's or the vendor. last week I called the store that sold me the furniture. They connected me to customer service who again connected me to property claims... This time [redacted] gave me the number for the delivery company to call myself. The company is [redacted]. After speaking with them I was informed a man named [redacted] can be called at ###-###-####. I was given a new claim number specific to the delivery company of [redacted] works 4a-12n and is the Only person who can handle my claim according to this person. I have left several messages for [redacted]. No response. Bob's wait message on their phones say that if you email you will receive an email back in 24-48 hours. I have emailed several times with no response. Bob's have never reached out to follow up on this claim. Everytime I have called I have received a Different message. I should not have to be given this run around when it was an improper closing of my door that has broken it. Today marks one month since delivery and I have received no contact. Even if it is an outside delivery company, they are working for Bob's and Bob's should be accountable to make sure their customers are treated fairly with no damaged to their home.Desired Settlement: I expect the cost of replacing my storm door to be covered by Bob's (parts and service).

Business

Response:

Good Morning Revdex.com,

I have spoken with [redacted] this morning (10.01.2014) and

have provided her with my direct information as I will be personally ensuring

our customer’s property claim gest the attention and resolution it should have

been receiving from the very start. We are sincerely sorry our valued customer

has had to deal with any stress and frustration after the damage that was caused

to her residence and we assure [redacted] that her complaint is of great importance

to us.

Thank you

for the opportunity to make this failure right,

Bobs

Discount Furniture

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: 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: On Feb 28th 2015 I went to Bob's Discount Furniture in [redacted] NJ to purchase a recliner for my mother who is 75 and was just diagnosed with [redacted]. The chair she wanted but couldn't be delivered until June 2015 because she wanted it in a different color - I have been buying furniture for over 30 yrs and I never heard that - but anyway, I explained to the salesman that I couldn't wait that long because she has [redacted] and will be starting her treatment soon and she needed something comfortable to rest in...so we found another chair that he said could be delivered on Thursday March 5th...fine... It was the day of the snow storm - they didn't cancel the delivery and when I went on line to check the status it said it would be delivered by 7:18 pm... ok... I went back a few mins later to make sure nothing changed and it said the chair had been DELIVERED at 6:02pm... I called my mother and she said she didn't received anything. So I called their customer cr - was on hold for over a half hour - finally got someone and they said the chair wasn't delivered - when I asked why it said it had been she didn't know - not once did anyone call to say they were cancelling deliveries. Then she tells me the earliest it can be delivered is Tuesday March 10th..REALLY!!!!!! What Bob's should have done is reschedule the Friday deliveries and on Friday FINISHED or did the deliveries that were to be done on Thursday. Again - NO ONE CALLED TO SAY I NEEDED TO RESCHEDULE ANYTHING!!! If I didn't call to complain about this on Thursday god knows when she would have gotten this chair. I explained to the woman at customer care that my mother has [redacted] and she needs to have this chair in the morning - guess what???!!!?? SHE'S NOT GETTING DELIVERY UNTIL AFTER 3PM!!! This is so unacceptable.. it better be delivered because if it isn't I am filing a higher complaint. Again - never did any one contact us or give us any heads up that her delivery was cancelled on 3-5-15 - and I have proof that their website said the chair was DELIVERED.Desired Settlement: I want my delivery charge refunded AND I want to cancel the so called Goof Proof Plus package - both cost $39.99. If this is how they handle their delivery service I can only imagine the horror of dealing with them should I need to use the Goof Proof Package - I'd rather spend more money at another store to get her a new chair.

Business

Response:

Good Afternoon [redacted],

I feel terrible after reading about your experience with us. I don't blame you for being very upset with

us and on behalf of Bobs Discount Furniture I extend my sincerest

apologies. I know and acknowledge how

unpleasant this entire ordeal has been for you and while I know this is your

Bobs experience I assure you that we would not be continuing to grow if all our

customers were met with so much disappointment during such an important

purchase. I apologize further that the chair originally selected was going to

take so long to come in, our special orders are sent via container shipment only

from our overseas manufacturers. This means that once a container is completely

filled, only then will it be released for shipment across the ocean and this

process can and will cause a delay verse what we already have in stock.

It is

inexcusable that you weren’t informed of any cancelation and we take full responsibility

for our failures; we do hope you can accept our deepest apologies. You deserve

only the best service, especially when you visit Bobs. We have begun addressing

the obvious coaching concerns you have brought to our attention within our

staff and will take appropriate action.

We can certainly understand your frustration and acknowledge the

reasons why you feel owed something additional after the successful delivery of

the chair.

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. Our records indicate that the original concern has been made

right and the chair was delivered as of yesterday (3.10.2015).

While it is not normal procedure to so we do recognize that we

have failed you and we are willing to make an exception in this case to work

above our normal compensation guidelines and policies.

We can offer to provide you with a monetary refund based on the

amount paid to us for a delivery fee on this sales order ($39.99). Should you

wish to accept this offer, please respond to this communication via the Revdex.com as

‘satisfactory’ and we will have that charge sent back to the financing company

([redacted]) used to make this purchase.

Should you seek to cancel the 5

year protection plan you purchased (Goof Proof Plus) you are well within the

guidelines to initiate that cancelation through our Customer Care Team. The

Goof Proof Plus Protection Plan can be canceled for a full refund within thirty

(30) days of delivery. This plan is extremely comprehensive and is managed by

Bobs (for defects) and Guardian Protection Products (for accidents), due to the

inclusion of multiple companies and records transfer this cancelation and

refund requires direct verbal attention and processing from a member of our

Goof Proof Plus Liaison Group. We can certainly process this transaction via telephone

with you and ask that you contact our Customer Care Offices at [redacted]

(Mon- Friday 6:30a -8:00p) for further assistance with this specific request.

I truly

wish there was a way I could undo what has been done and I apologize again for

the appalling impression you have been left with of our company. You have our

pledge to maintain the quality of all our customer interactions at every level

and we truly thank you for reporting these incidents to us

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I Purchased a desk from bob's discount furniture at the [redacted] store. Set up a delivery date to have it delivered. Frist attempt was canceled dos to weather. Set up second attempt a week later and desk arrived damaged. Had to setup third attempt another week later to have desk swapped out with new one. Took another day off from work and receive a call to tell me they were not delivering it due to the desk being damage. Now had to wait another week, took time off from my job again. And desk arrived not damage. But when they were putting it together the stripped a screw going into the leg. Now I have to wait again for another desk or a repair. This is just outrages and unbelievable. Never shopping here again. Just absolutely bad customer service and bad business practice.Desired Settlement: Would like some kind of compensation for all the time lost.

Business

Response:

Good Day Revdex.com,

Please pass on our sincerest apologies for

the inconvenience the multiple deliveries caused our customer. We can certainly

understand the customer’s frustration and acknowledge the reasons why the

customer feels they are owed something additional after their concerns have

been resolved.

Bob’s prides itself on providing quality

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

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

product that they have purchased from us.

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. We do not offer apology monetary amounts 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.

We will be reaching out to our customer

tomorrow after delivery has been completed to offer the compensation we believe

these failures do warrant.

Kind Regards,

Tracy S[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I PURCHASED A RECLINING CHAIR IN MID JUNE OF THIS YEAR. CALLED COMPANY AND THEY SENT A TECHNISION OUT ON SEPTEMBER 2ND. HE TOOK A PICTURE OF THE CHAIR AND SAID THEY WOULD SWITCH IT OUT FOR A DIFFERENT CHAIR. WHEN I CALLED TOE COMPANY THEY INFORMED ME THAT THE TECHNISION WROTE IN HIS REPORT NOTHING WRONG. WHIN I INFORMED THEM OF THIS ERROR THEY DID NOT OFFER ME ANYTHING TO CORRECT THIS PROBLEM. I ASKED TO SPEAK WITH A SUPERVISOR BUT, HE DID NOT WANT TO SPEAK TO ME. ALL I WANT NOW IS TO IS HAVE THE CHAIR PICTED UP AND A REFUND.Desired Settlement: REFUND ALL OF MY MONEY. EVEN THE WARRENTY MONEY (THIS WAS NOT SATISFACTORY)

Business

Response:

Good Morning Revdex.com,

I spoke with [redacted] today (9.04.2014) and offered to provide

him with a store credit to reselect to another recliner that will better suit

his needs. We have asked that [redacted] cover the cost of the new shipping charge

that will be associated with the new delivery for his reselected item and

[redacted] has agreed to these terms.

I also provided [redacted] with my apologies for the actions of

our service professional while in the home that led [redacted] to believe he was

being provided with a set resolution for this complaint. We take ownership for

this failure and are working above and beyond our written policies to provide

[redacted] with a satisfactory resolution and a recliner that he can feel relaxed

in.

Thank you

for the opportunity to make it right,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I ordered a love seat. The company delivered a full size sofa in error which cost $854.92 including a Bob-O-Pedic Mattress, a delivery charge and tax. Subsequently, I contacted the company and informed them of the error on approximately March 24, 2013. I was told at that time that they would recover the wrong item (full sofa) and would replace it with the love seat I ordered. I was told by the salesman that the love seat price was $399.00. If you add the additional mattress for $100.00 and a $99,00 delivery fee and NJ state take of 28.00 the total amount of payment should be $ 627.00. I contacted the store via phone and was left on hold for twenty minutes before I spoke with a woman who said she would call me back. I never receive a call back. I reviewed my credit card statement (via [redacted]), which indicates that the store did not issue me a credit and the amount of $854.92 was charged to my Crdit Card which is incorrect. The salesman, [redacted], told me the cost of the love seat was $399.00. The company is now refusing to honor the advertised price that was given to me my Mr. [redacted], and can be seen on their we-site. I visited the companies web-site to be sure and all love seats including my model "The Trenton" are priced at $399.00 with the exception of those that are leather which are priced higher and is not applicable to the model I chose. Mr. [redacted] claims that there is no difference in price between a sofa and a love seat which is not reflected in their advertising. All love seats are $399.00 unless otherwise stateed on the web-site.

Product_Or_Service: Love Seat with mattress

Order_Number: XXXXXXX

Account_Number: XXXXXXX

Desired Settlement: I want the credit of $227.92 to be placed on my credit card account. This reflects the difference in price between a sofa with mattress and a Love Seat with mattress. If my credit card account number is needed to rectify this difference I will supply it to you upon request.Thank you.[redacted]

Business

Response:

Business Response /* (1000, 5, 2013/04/29) */

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for misunderstanding regarding the "Trenton" collection options.

If you currently have the correct item in your home then you have been billed correctly. The twin sleeper sofa with Bob-o-pedic mattress is $699.00; the stationary loveseat which does not have the sleeper option is $400.00. The price difference of sleeper sofa depends upon the type of the mattress you select. The queen, full and twin sleeper with Bob-o-pedic mattress is $699.00 whereas the queen, full and twin sleeper with the traditional innerspring mattress is $599.00. Based upon the item that has been delivered, you are not owed a credit. The prices for each sleeper, loveseat, sofa, storage ottoman and over-sized chair are listed on our website.

Bob's Discount Furniture appreciates your business.

Review: My husband and I purchased furniture from this company in spring of 2013 and have had nothing but problems reviving damaged merchandise since. We have had our furniture replaced 4 times now and the issues keep getting worse.Desired Settlement: I'd like a full refund for the furniture that we have purchased with this company so I can go elsewhere and get a better quality product

Business

Response:

Good Morning Revdex.com,

I spoke with [redacted] today (9.09.2014) via phone and have

entered into an agreement to provide her with a return call tomorrow

(9.10.2014) prior to 2:00pm. We have made [redacted] an offer for resolution and

she has advised me she would like to talk this offer over with her husband and

will provide me with her response tomorrow.

While we are truly sorry for our customers continued disappointment

with the product she has received from us our records indicate a consistent

basis of honoring our customers requests for assistance. We have covered the

cost of ordering parts, exchanging several items of merchandise, and

delivering/removing 3 complete living room sets in an effort to satisfy our

customer. In some cases our records indicate a defect was present and in some

cases our records indicate a customer preference concern. In all cases we

worked above and beyond to meet our customers need for quality home furnishings

that they deemed to be satisfactory.

As of today the sofa and loveseat that reside in the home

are free from any defects or concerns. Our offer for resolution is as follows:

We provide a monetary refund totaling $309.84. This refund

consists of 15% off the price paid for the sofa and loveseat and a full refund

of the monies paid towards the Goof Proof Plan.

By accepting this refund, [redacted] will be agreeing to keep

the current sofa and loveseat she has ‘As is’. ‘As is’ indicates that there

will be no remaining warranties attached to this merchandise as we are

providing a discount on merchandise that currently has no defects.

Thank you,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

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,