Bob's Discount Furniture

Review: Hello, I purchased a mattress and box spring from the Bobs store on [redacted] back in 2012. Since then the matress is sagging alot and the box spring makes a TON of noise when you sit on it. I tried to call the 1800 number to report it, but they could not locate my account. I gave them the billing info, the delivery info, and the info off of the tag that was on the mattress. The rep could not locate the order. Can you please help out here? The bed is really uncomfortable, even though I rotate the mattress, etc.Desired Settlement: Can you please repair/replace the box spring and mattress?

Business

Response:

Dear Revdex.com,

Please pass on our deepest apologies for any inconvenience this bedding set is

causing our customer.

I do believe this agent’s inability to locate this account was

justified as I have just tried with all the information provided to Revdex.com and

still am unable to locate this customer’s original sales order.

Without the original sales order as reference we are unable to

verify warranty status on this set. In example we sell hundreds and thousands of

bedding sets out of our clearance channels that do not have warranty therefore

we are unable to offer service. We absolutely need the customer’s original

sales invoice in order to proceed with offering any protection that may be

available.

Regretfully I am unable to locate any account information that

matches this consumer’s complaint within our internal records.

I have looked under the name; phone number, address, and email address

provided here and locate no records.

Can you please ask the consumer to verify the invoice number

(order number) associated with their purchase so that I can proceed in

assisting on this complaint further? They can locate this order number

via the sales receipt provided at the time of purchase.

If the invoice number is unavailable please ask if the customer

can provide the original delivery address for this merchandise or any alternate

phone numbers, purchaser names (was this mattress purchased thru a group

program?) that may bring up their account record.

We ask that the customer responds to us thru this Revdex.com channel so that your

efforts in excellent mediation assistance are not wasted.

Kindest Regards,

Stephanie A. G.

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

Hello, in response to Bobs furniture message back to me, please see below.

Review: I bought a sectional couch in March of 2012, and it has fallen apart and have already replaced the recliner that matched the set last year. I emailed the site, and talked to a very nice customer service representiive that was trying to help my problem. I was told that the frame was covered which cracked in half on the wedge of the sectional, and also told them that the leather was bubbling up and peeling all over. She said that they were going to send the inspector down to take pictures, and were going to try to help me. This is the second set of furniture I have purchased since 2008. I explained that I was misled in 2012 because she told me the frame to my old couch would have been covered because it was frame damaged. The sectional was is a little over three years old and I do not think it's fair that the quality of the couch is so bad, and it is not repairable. The inspector came down on Friday September 11th and took pictures of the cracked seats,peeled leather, and broken wedge frame. He called the office with speaker phone on, and the customer service agent laughed after he told her the problems and said "these people are not going to like me" while he was taking pictures he broke off the handle to the recliner after trying to fix it. She tells me on the phone that there was nothing they could do for me, and said that the wedge didn't have a defect when bought, and the leather was out of warranty. I felt like I wasted my time and hopes because they would not back their product, and as a loyal repeat customer, I was misled, laughed at, and lied to. What is the point of the manufacture warrantee if it is not followed. I am not an expert, but if there was a slight crack or loose parts inside the wedge, I would not be able to recognize through leather covering. I also do not think its right that the inspector broke the handle off while trying to fix it. In 2014, I replaced the recliner because of frame issues as well. It cracked on both sides and when I went to the store, and the associate said there was nothing I could do because I did not have goof proof on the set. This is also an untrue statement because the frame was covered under warrantee. I bought a new one because again I was not told the appropriate information. I am very displeased with this item, and they refused to find ways around the warrantee policy from the manufacture, and I want them to replaced or honor the furniture they sell. YDesired Settlement: I would like to get a credit or replacement for the furniture I have bought.

Business

Response:

Good Morning Revdex.com,

I have reviewed the customer’s concern, our technicians report

with photos, and had the recorded call from the day of service reviewed by our

Call Center Manager.

Please see the attachment of photos from the customer’s home along

with the included picture of the set in new condition as these are a part of

our response.

In regards to the allegation made of our agent laughing at the

customer we dispute this allegation as the recorded call does not display any behavior

of that sort. Our agent did make a comment to the technician outlining that the

customer wasn’t going to be happy with the results of the report. We care from

much for our customers and when a situation presents itself, such as this, we

all are extremely disappointed when no recourse can be offered. Overall our

agent was patient with this customer in explaining why the concerns could not

be covered and when a clear blockade in conversation was reached; escalated the

customer to one of our Account Management Specialists.

When the customer asked to speak to someone else the Account

Management Specialist made a request for another contact and one of our Call

Center Supervisors (Daniel) attempted to make contact with the customer twice –

once on 9.13.2015 & once on 9.19.2015.

In reference to the attached

photos: While

we apologize that our customer is unhappy with the product we are unable to

offer resolution when the overall condition and cause of the product’s demise

is directly related to the accumulated use the item has received in its

environment. I truly wish I could offer this customer recourse for these

concerns however the pictures speak to the reasons why this merchandise is in

such bad shape. The reasons for this merchandise’s current state are not

related to factory defects or a fault of our business. We have provided a

courtesy offer below for the sheer reason that our technician may have caused

damage to one of the handles.

The best we can do as a business and after all

facts have been seriously considered in this case is offer a 30% store credit

(in the form of a Bobs Discount Furniture Gift Card) based off the price paid solely

for the sectional (this would amount to $359.40).

We apologize to our customer that we are unable to

take responsibility for damages that are caused completely outside of our

control and are not results of factory defects.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I think due to the quality of the overall set is in question, and I would like the offer of the comprise to 50% of what I paid originally. The reason for me asking for the increase is because I have already paid for a new recliner which would have been warranteed according to the frame warrantee. This was not told me by the salesman at time of purchase, but was told me by the customer service person that contacted me by the name of Shannell A. I also want to continue my relationship with Bobs in the future.

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

We apologize to our customer that we are unable to take

responsibility for damages that are caused completely outside of our control

and are not results of factory defects.

Our technician did not find any issues with the workmanship of

this set during the visit. While I acknowledge that the customer purchased a

second recliner because they were unhappy with the first one, the warranty

associated with the previous chair has no place in this mediation. That

specific chair was never inspected under our ‘Service Policy’ (listed on the

sales invoice) there fore there is no evidence to state that specific chair was

experiencing any issue, let alone a manufacturing defect that may have

been covered under the vendor’s warranty. The current concerns this customer’s

merchandise is showing are not covered by any warranty and we are offering the

original option as an extreme courtesy.

We do not expect our sales professionals to be versed on each and

every set’s manufacturer warranty as we offer the five year protection plan and

supply our Customer Care Agents with the tool needed to access that information

should a legitimate warranty claim be reported. The information on our sales

receipt and in our trifold (both provided at the time of sale) is specific in

indicating to the customer that motion sets may have a longer warranty and that

they should be calling Bobs Discount Furniture Customer Care (not the retail location) for concerns after

delivery.

We stand behind the offer we have already made as the most fair

and adequate offer available; please consider that as a business we are not

offering resolution as a result of the set’s quality being in question. The

pictures included display that this merchandise has experienced extreme use

within its environment. The reasons for this merchandise’s current state are not

related to factory defects or a fault of our business.

Our original & final offer:

The best we can do as a business and after all facts have been seriously

considered in this case is offer a 30% store credit (in the form of a Bobs

Discount Furniture Gift Card) based off the price paid solely for the sectional

(this would amount to $359.40).

Thank You,

Stephanie 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. If you can please tell me when I will be able to get the gift certificate, and when is it going to happen?

Sincerely,

Review: I ordered a bedroom set for this retailer mid October for approximately $1,200 and paid cash for the transaction. I set the delivery date for October 31st. The delivery truck came to deliver my purchase but one piece was damaged. The 6 drawer chest was broken. The delivery man got me on the phone with a Bob's customer service agent to report the damage. The agent was dismissive and unsympathetic. He told me I needed to wait 2 weeks for the piece. I explained I've already paid cash and didn't feel I needed to wait 2 weeks for something I've already paid cash for. He did not care and scheduled the delivery for 2 weeks away but said he would put a request in the system for earlier day and someone would contact me to confirm if the date of delivery can be moved up. I never received a call. I called customer service and was told they would put another request in for a sooner delivery but never received a call again. During both conversations, I requested for a call from the delivery truck at lleast 30 minutes before arriving to my house. I waited patiently for the 12 weeks to come so I can receive my furniture. On the day of delivery, I get a call from customer service stating the delivery truck came and I was not home. I was in my home office working and did not hear the door bell (which is my I asked for the call before arrival.) By the time the customer service agent called, the truck was already back out on the road. I asked they have the driver call me which he did. I explained I was home and asked they come back but th driver stated he was already on the phone. When I persisted he returns to deliver my item, he told me that he had another delivery nearby and would come back to me and would call me when he was on his way. I waited for an hour and half and never received a call. When I tried the number, the phone was already off. I immediately called Bob's customer service to explain what happened. They did not care. All kept saying was that they apologized for what happened but I would have to wait an additional 2 weeks to get my one piece of furniture I already paid for. No matter what I said to them they refused to accomandate my requests or schedule. The rep who sold me the furniture in the store actually called me to ask me if I can leave work early or go in late so I can wait for the furniture. When I told him that was not possible he was surprised!!! One of th agents I spoke to from customer service promised up and down that she would call me back the next working day with an update and would do everything in her power to get me the piece delivered sooner-I'm still waiting for that call a week later! To summary my first and certainly last experience with Bob's: Bob's employees are liars and contact with delivery companies that are liars , they do not care about the customers, the retailer is rigid and only care about each penny going into their . I will never waste my time and money with them again and I will warn all my friends and family to not do business with Bob's. I have requested compensation for the inconvenience they've caused and the delay in receiving my furniture but no one has followe up with me.Desired Settlement: Delivery of purchase and compensation for the inconvenience and delay in receiving my purchase that was paid in cash

Business

Response:

Good Morning Revdex.com,

We apologize for the overall

disappointment our customer has experienced as well as the lack of care they

cite their concerns have been met with overall. 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.

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 far beyond our normal policies to do so, we have

already offered to discuss compensation in the form of a refund once we had

actually honored our original promise to our customer.

We thank our customer for reporting the conflicts they have

experienced with receiving a follow up call as we are internally investigating

these concerns in depth. It is highly uncommon that any customer would be asked

to wait two weeks for a delivery unless there were extenuating circumstances

such as the product not being physically available to ship or the customer

specifically requesting a Saturday delivery.

At this time we are looking forward to completely resolving this

customer’s concern on 11.28.2015 and should the customer still be seeking a

further apology amount from us they will be able to speak with our Customer

Care Office prior to the delivery team leaving their residence on 11.28.2015.

We will review the account at that time and determine what compensation offers

we are able to make to our customer.

We understand the level of failure our customer has endured and

have already agreed to work beyond our normal guidelines in an effort to

satisfy this customer as an individual.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I have not been contacted my Bob's discount furniture to discuss compensation. The delivery was finally completed on Saturday 11/28/15 and not with out additional aggravation. The truck driver called almost an hour before the 4 hour window Bob's originally gave me and said they were a few minutes away. And of course this was despite my two requests (calls I made to customer service) that they call me with a 30 minute window upon arrival. I cannot believe they stated it is out of the ordinary for the delivery to be delayed for all this time. I did not request specific Saturday delivery. Every day I requested, I was told that the trucks were already full. None of the customer service reps I spoke to (including a team lead and the sales person who sold me the furniture) attempted or cared enough to try to accommodate my needs or requests. The response from this retailer reinforces the fact that they are all liars. As for Compensation, the idea was vaguely mentioned in a previous call but no details were given and the delivery drivers certainly did not discuss this with me. I welcome a call from this retailer to discuss compensation.

Sincerely,

Review: I purchased a Charisma 2 pc sectional sofa and chaise on 4/13/2015 which was delivered on 4/20/2015. I also purchased the Goof Proof additional 5 year warranty on it. The entire sectional was replaced on 5/29/2015 due to manufacturing defects which included a broken leg on the sofa within the frame ,squeaky frame and dented fabric support on the back of it. I just recently had to replace the chaise portion of the sectional due to the chaise cushion being cut too short in manufacturing so it did not line up with the rest of the sofa. When I spoke to them about only replacing the chaise portion, rather than the whole sectional, I inquired if the color would match. They assured me that as long as it wasn't sitting in direct sunlight for the past 6 months, that it would be fine. I also keep my couch covered at all times because I don't want my dog's hair shedding on it. The new chaise portion was delivered on December 1,2015. The color is completely different than the rest of the sofa and looks ridiculous. I emailed them on 12/3/2015 and told them about the problem. They asked for pictures, which I sent them the next day on 12/4/2015. I have had no response from them. I emailed them again on 12/10/2015 and still no response. I am disgusted with them at this point and am hoping you can resolve this.Desired Settlement: At this point, I just wish to get a full refund in the amount of $1062.42 so that I may shop somewhere else

Business

Response:

Good Afternoon Revdex.com,

I’ve just spoken with our customer by telephone and

provided her with my direct email address so that I can review her photos and subsequently

discuss what options for resolution we

may have available for her concern.

Thank You,

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.

My complaint against Bob's Furniture has been resolved, although it wasn't exactly what I hoped for in getting a refund. I was told that they do not offer refunds. Instead I was issued a store credit. Thank you for your help in this matter. [redacted] CT

Sincerely,

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: I bought my living room set in February and the legs in the ottoman where tiliting in. When I called and advised they sent a repair person out to fix the problem. When he came out he advised the leds are put on incorrectly. I advised him that is how the guys from Bobs put them on when they delivered the. He attempted to fix them but they still were a lilttle slanted. He calleda rep who advised me they can would be abl to exchange but the no longer carried taht ottoman. So she gave me several options which I didnt feel ut was ok but I said ok. It was to give me 89.00 store credit and I will no longer have 1 year manufactures warranty and I keep that ottoman. Seeing that I have the whole sofa set another ottoman will not do. I feel as though since they do not offer that ottoman anymore my credit should have been more. They whole point why I bought this sofa set was big of the big ottoman.

Product_Or_Service: sofa set and ottoman

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want the credit to be the same amount that I paid for the ottoman. They dont offer it anymore. And I keeping a damaged ottoman.

Business

Response:

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

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that the legs of the ottoman were improperly installed.

Our technician made a goof faith effort to repair and reinstall the legs. Since the ottoman has been discontinued, recourse relating to a manufacturer defect or delivery damage would be limited to;

1) Concession to keep the item with or without the warranty.

2)Return of the defective item.

3)Parts/service.

The maximum monetary offer for a concession is 30% of the paid item value. As a courtesy to you and because the item has been discontinued, I will increase the concession from 30% to 50% however, we are unable to honor your request essentially allowing to have the ottoman for free. The 30% ($89.70) was processed on, July 22, 2013.

Your business is greatly appreciated and it is our hope that you continue to allow Bob's Discount Furniture to be your retailer of choice.

Review: At the beginning of August, I purchased a bob-o-pedic bed to be delivered to my new home in New Jersey on 8/31/13. I specifically requested that the salesperson (at the [redacted], VA store), make sure that I receive a regular height bedframe without wheels. He assured me that he would absolutely do so. He even showed me the alleged correct selection on a computer screen. He told me not to worry that although it stated that the frame described had wheels, it was just a computer glitch. It should be stated that he also accidentally sold me a low-profile boxspring, which I deemed acceptable with the condition that I receive the correct bedframe (normal height, without wheels). On the date of delivery, the frame arrived and it unfortunately did have wheels. When I asked the delivery men what to do, they told me to keep the bedframe, and that they would call a customer service rep to fix the issue. After the men had left, I received a phone call from customer service, which then connected me to the first inept salesman mentioned above. He once again assured me that he would correct the matter. When I spoke to the same customer service rep again, she promised me that the new, NORMAL height frame WITHOUT WHEELS, would be delivered to me today, 9/14/13, between 1:15 and 4:15. This morning at 10:00 am, I received a phone call from Bob's customer service stating that the wrong frame had been ordered once again, and did I still want to accept the order? I called them back, and eventually a rep contacted the original store where I learned that a normal height bedframe without wheels DOES NOT EXIST. They only sell low profile frames without wheels, but since the salesperson already incorrectly sold me a low profile boxspring, that would be ridiculous and impractical. When I asked Bob's if they would give me a refund for the frame ONLY, allowing me to keep it, and pay to modify it myself with bed risers, they told me that this was impossible. AT NO POINT WAS I TOLD THAT KEEPING THE FRAME WOULD NULLIFY A REFUND.Desired Settlement: I would like $70.00 sent by corporate check to be sent to me, by Bob's Discount Furniture. That is the cost for the INCORRECT frame, which will now need to be modified by risers to ensure that it does not roll and damage the wood floors in my home. I feel that this is a small price for a national chain to pay to a customer who is a full-time graduate student, as well as a full-time employee, who has now missed a day of work in order to be at my home at the correct time for the WRONG thing.

Business

Response:

Good Morning Ms.[redacted],

Thank you for choosing Bob's Discount Furniture for your bedding needs. I apologize you were offered a item that we no longer carry. All of our conventional bed frames come with caster wheels. The only alternative is to swap out the frame for rails, if you are attaching the rails to a headboard or footboard; there is no difference in price.

I recognize and apologize for the inconveneice we have caused you; unfortunately we are unable to allow you to keep the frame and issue a refund for a couple different reasons; (1) we do not give merchandise away for free , (2) allowing you to keep the frame knowing that you will alter the design puts us in a position of liability should you get injured if the altered design fails.

If your concern is the height of the bed we can swap the low-profile foundation for a standard height foundation.

Review: Purchased $2300.00 worth of products from this store in early October 2013. Items included a 6 person dining table, coffee table and 2 end tables for living room, bed frame, split foundation, mattress and 2 dressers. Upon delivery, my home was damaged due to lack of care by delivery persons, my coffee table and 1 end table were severely damaged with screws installed improperly, on foundation was ripped. Made a call to Bob's Customer Service Call Center and was sent a new coffee table and end table as well as new foundation. A few weeks later, I made a call to the store as the mattress springs completely collapsed. Mattress was supposed to be 'firm' and it went soft within 3 weeks. Second mattress had the same exact problem. Went right to the store and awaited a Manger call back for weeks. Was never able to get it resolved. Last week, I removed mattress and box springs to clean the floor under the bed. Only to find the delivery persons who damaged my tables and home at first delivery, also did not put my bed together properly. The 3 bottom wood slats were installed crooked and off center thus not supporting the foundation properly leading to the mattress caving in again. Also, one slat was never drilled into the bed frame. The evidence of this is there are no predrilled screw holes in the bed frame. Made a call to Bob's Customer Care for a technician on Feb. 25th. Was told I would be accommodated an emergency technician visit on Thursday Feb. 27th. I received a call the day before saying that request would not be filled. Called customer service again and was told a Tech would come the next Thursday March 6th. Never received a follow up call about time. Called the Customer Service again and was told someone 'should' be coming Thursday March 6th. The sagging mattress has left my husband and I with back issues and pure discomfort. The lack of urgency or care from this company is horrible. Complete disregard for their customers satisfaction.Desired Settlement: I would first like my bed frame to be fixed, if it can be. I would like my box springs and mattress replaced. I would like a refund of the cost of the mattress because the item failed twice as a result of their workers lack of profesionalism and knowledge of the product. Not to mention the amount of time taken out to make phone calls, wait on hold, and get no where after spending such a large amount of money to furnish 3 rooms of my homes.

Business

Response:

Good Afternoon Revdex.com,

I have spoken with [redacted] today

and provided her with my direct contact information for any future needs. We

have come to an agreement for resolution as we have truly let this customer

down and wish to make our failures right by her.

Thank you for helping bring these

failures to our attention and ultimately helping me reach out to a disappointed

customer.

Kind Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: Recently, I was shopping at Bobs Discount in [redacted]I had the pleasure of dealing with [redacted] and [redacted]A few days later I get a call from a young lady who's name escapes me but she was very confrontational and seemed to be misinformed on the fileI called the store and made a complaint about how I was treatedThey said this was not the first complaint they got on her attitude and the mngr apologizedI also made him aware the address for delivery was incorrectAbout a week later, I was in to Bob's to finalize my paperwork, I bought a recliner while there from [redacted], and [redacted] confirmed my address as [redacted]He scheduled a delivery for Tuesday and despite the bump in the road, I was happyThen came the delivery day, I cleared out the room and with help of friends moved my "old bed" into the basementAt around 10Am I got a call from the delivery teamThey said " Yo were outside"I responded "I'm sorry I dont see you, What address are you at." The delivery guy replied with angst "Im at the right address!"I was obviously taken back with confusion due to his tone and disregard for any level of professionalismI tried to defuse the situation and said " Why don't you call your dispatcher because someone made a mistake but its not your fault"I followed with "This is the second time this happened" as the week before they made a attempt to deliver to the wrong address as well.Unfortunately for me, he was so busy carrying out a verbal attack I don't think he ever actually herd meHe literally was talking over me as I attempted to assist in a resolution.He'd rather engage in a dispute about something we both had no control overDuring his rant, he asked me for my address times and each time I literally recited itWhen I asked him his name..he replied "What's your name?!?! " and said he had to go to talk to his dispatcher."Bob's will call you"No one EVER called.I called cs dept spoke with [redacted] who offered no resolution and plenty of BSdays later I got the bedDesired Settlement: I want a $gift card for my troubleThe delivery charge was never waived and no one ever followed up with me in a attempt to try and keep this deal togetherI was in to speak with [redacted] and outside of a pep talk there was nothing[redacted] the mngr of the store never even called me back and originally the store accused me of walking out there front door with a bed frame when theyre obviously picked up at the dock on the side of the bldgThat's the least they can do after this HUGE FUMBLE
Business
Response:
Good Afternoon Revdex.com,
Please let [redacted] know that we are truly very sorry for the overall
poor experience we provided him with during the purchase and delivery of his
new beddingI assure [redacted] that our customer’s are our number one priority here
at Bobs and we equally find our driver’s reported behavior unacceptable
Our records reflect that we held several conversations with [redacted]
after the disappointing mistake that we all take responsibility for[redacted] not
only spoke with one of our Account Management Specialists ([redacted]) but he
also spoke with two other Customer Care agents ([redacted] and [redacted]) who executed
care and concern while trying to make our failure right by our customerWe did
make an offer for compensation based on the amount our customer spent with us
and the failure we caused however our initial offer was rejected by the
customer
While I certainly understand why this customer would want a gift
card for the amount of $this is not a valid offer that would continue to
sustain the needs of our business along with the needs of our customerThis
customer was charged $for a delivery fee and we can offer the customer a
Bobs Discount Furniture Gift Card in the amount of $
We apologize again for the inconvenience our error has caused [redacted]
and we do hope he understands our position and accepts our offer for
compensationWe thank him for bringing a great deal of coaching concerns to
our attention and wish him many restful nights on his new mattress
Thank You,
Bobs Discount Furniture
Customer Care Corporate Liaison

Review: On July 4, 2013 I purchased a leather sofa from Bobs furniture in the [redacted] store. I was very concerned about quality of the leather and the structure and voiced this concern to the sales person. I was told that I would have to wait until November 2013 for the sofa that it was a special order and would require that amount of time for the leather to be dyed and the construction. I was guaranteed the sofa was 100% leather, not bonded leather and it was dyed throughout I purchased the "goof proof" warranty coverage as well. I received the sofa in the last few days of October 2013. The care instructions stated to clean with a damp cloth or mild soap and water. Following the care instructions I would wipe the sofa to clean it weekly with a damp cloth with just water. In April 2014 after wiping the sofa down, the color started to peel off. This started happening to the left, center piece initially and continued to the third. I contacted Bob's they sent a "technician" out to evaluate to problem in my home in May 2014. The technician told me at that time the company may choose to replace the pieces, as it was not supposed to be a bonded leather and the only thing he could do was use a paint like substance to cover the exposed hide underneath the coating. I did not get any further response from them. I contacted Bob's again in June 2014 to find out where in the return,repair or replace process we were in at which time I was told the technician determined it was damage caused be me wiping the sofa off. At that point Bob's had me email them photos of the condition that was occurring. At that time I was contacted by a representative of Bob's advising me they would issue me a credit for the store to find something different, and I had until Aug 2014 to use the credit. I was not able to find another sofa. I was told I would receive a credit however they would not refund the special order, delivery fee nor the sales tax.Desired Settlement: A full refund

Business

Response:

Good Morning Ms. Carboni,

Thank you for selecting Bob's Discount Furniture for your home furnishing needs. I apologize the sectional failed to meet your quality expectations. The sectional was advertised as being 100% leather, everywhere the body touches and vinyl match on the side and back panels.

Our records indicate that customer care has agreed to issue a refund instead of a store credit. The delivery fee, tax and special order charge are all, non-refundable. The option to return the sectional was a courtesy, given the fact that our Service technician indicated that the damage was unrelated to a defect. The delivery fee you paid last year, covered the initial delivery as well as the pick up of the merchandise, special order fee's are non-refundable and also indicated on your sales invoice, Connecticut state law does not allow the refund of sales tax, after 90 days of purchase.

Currently we are scheduled to pick up the sectional on, July 9, 2014. Once pick up is complete a refund in the amount of $1428.99 will be applied to your MasterCard.

Your business is appreciated and we apologize for any and all inconvenience we may have caused you. It is our hope that you understand our position and appreciate our willingness to override the Service technician's report, pick up the furniture and issue a refund.

Sincerely,

Review: I purchased a leather reclining couch from Bob's and was pushed into getting the warrenty. The sales person said the warrenty coveres all types of accidental damage including spills, rips, tears and the reclining mechanism. I asked to see the policy in writing and he said it would be shipped with the couch. After waiting for months for the delivery the couch came broken and the delivery guys wouldn't help. Additionally the warrenty information was not included. I called their customer service and had to wait for a while for a second couch to be sent. a little while later the reclining mechanism broke and I had to deal with their goof proof warrenty. I called but they had no record of my purchase. I asked again that they send the warrenty information and they said they changed companies and would send it but never did. after months of back and forth they sent me the wrong part to fix the couch and had to wait again. Now the couch ripped and I call the goof proof warrenty and they won't cover rips and tears like the salesman said they would. they won't even send me the policy information. this is the 2nd claim they have denied on the couch leaving me no option but to file a formal complaint. Please help me get this resolved so I can get a new couch.Desired Settlement: 936.30 full purchase price of the couch and the warrenty. If they will not agree to a refund they should at least replace it but I really have no desire to deal with the company anymore as their furniture is not good quality, their sales people lie, and the warrenty they sell is worthless.

Business

Response:

Good Morning [redacted],

I apologize that you are experiencing issues with the

product you have purchased from Bobs Discount Furniture. I assure you that Bobs

considers our customers to be the most important part of our business and we

seek to resolve our customer’s concerns by applying care and offering fair

options.

I have mailed you (to the address you have listed in this

complaint) a copy of the [redacted] plan/terms and conditions your merchandise maintains

coverage under and I am very sorry that it has taken this long to obtain these

documents.

I have also reached out to the [redacted] company to see why

your claim was denied so I may have all the facts to assist you further. As I

await their response with your claim details, I ask that you forward me current

photos of your merchandise and the concerns you have with it. Please send a minimum

of (2) photo(s) that depict an overall view on the pieces themselves so we may

as the condition your merchandise has been upheld in as well as the damage.

If you’d like you may send me these photos through this channel or directly to

me at [redacted] .

I look forward to finding an avenue to resolve your

merchandise concerns and earn your trust back in our business.

Kind Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I bought a dining set from BOB's and feel very cheated. The sales associate seemed very kind but completely left out the refund policy. When I called to say I was not satisfied with the product, the sales associate blew me off and was not very "helpful" anymore. I was not satisfied with the product or service after the delivery. I keep hearing different policies from each customer care representative I spoke to when it comes to the return/exchange policy. One rep would say I only had 5 days to exchange the table another said 3 months. The verbiage is very unclear and the lack of information from the employees is shameful. This is a very dishonest company trying to fool customers into buying their items and leaving them high and dry.Desired Settlement: This company should be more clear on their return/exchange policy. The sales associates can not be controlled to explain much about this, however the written language on the return/exchange policy should not be open to interpretation. Currently, it is very deceptive. Thank you.

Business

Response:

Good Morning [redacted],

I am so sorry for the alleged sales experience you site to

have received while signing the policy documents associated with your purchase.

We do expect our sales professional to fully educate our customers on these

polices and answer any questions our customers may have during the initial

transaction. We work very hard as a company to ensure our polices are easy for

our consumers to understand and I further apologize that you don’t agree that

these documents are clear. I assure you that your feedback is greatly

appreciated so that we may always improve our customer’s overall experience and

we will certainly rectify the employee coaching concerns you have brought to

our attention.

I have listed the Refunds and Cancelations Policy below as

it is depicted on your sales invoice. I do feel that this policy is stated plainly

and is easily accessible to our consumer and we will work to continually ensure

that all of our employees are properly communicating this.

REFUNDS

AND CANCELLATIONS POLICY

You may

request a full refund on orders for stocked merchandise at any time up until

the time we deliver the merchandise to you or until you pick it up.

You may

exchange or return any take-with purchase within thirty (30) days of the date

of possession for a full refund provided you have your original sales receipt

and the merchandise is in like-new condition and has not been otherwise used.

Take-with sales include: accessories, rugs, bed frames, lamps, bed protectors,

pillows and pillow protectors.

Our records indicate that we have agreed to work outside of our policies

in an effort to satisfy you and have scheduled a pick up your dining room set for

today (8.28.2014) to be returned for Bobs Discount Furniture Store Credit. I do

thank you for making this complaint so that we have the opportunity to grow and

invite you back into our showroom at your earliest convenience so that you can

select a new dining room set that will bring you many years of comfort and joy.

Kind Regards,

Bobs

Discount Furniture

Corporate

Customer Care Liaison

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 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 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: So when we bought our furniture from the store we got the [redacted] and we were assured by the sales person that the [redacted] would cover pet stains on our couch. When we were away our cat peed on our couch and we contact [redacted] and they sent a tech out to clean the couch and the person who cleaned our couch claimed that he was calling [redacted] only he LIED. He advised us that we would get new cushions and now we are not getting new cushions so we were LIED to. [redacted] contracted a guy to clean out couch and he advised us we would get new cushions and that means he is affiliated with you and you both have lied to your customers.Desired Settlement: I want new cushions like I was promised by the guy who came out to clean our couch.

Business

Response:

Good Afternoon Revdex.com,

I have

reached out to [redacted] directly today to discuss this matter further (10.13.2014).

Bobs Discount Furniture truly wishes to help every customer who has a concern

and in this case we are very sorry that we are unable to offer further

recourse. I have left the customer my direct phone number in the case she

wishes to speak with us further about our position.

The [redacted] plan that was purchased thru Bobs Discount Furniture does indeed cover a

staining concern from pet bodily fluids. I completed research from the [redacted] records and I truly believe that [redacted] made a valid effort to assist this

customer with this concern following their normal protocols. Bobs Discount Furniture

did not make direct agreements with [redacted] in regards to replacing parts of this

merchandise and given the amount of animal damage that is logged as having occurred

to this set I feel that the technician did what he could to service this

merchandise to the best of his ability.

If the

customer is seeking a different outcome she would want to pursue this matter

with the [redacted] company directly as this is the company she has been working

with all along for this concern.

Kind

Regards,

Bobs Discount

Furniture

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The guy who came out for [redacted] wrote down that we would receive new cushions and now you are going back on your word. Second the guy who [redacted] hired to come out to clean the couch NEVER even attempted to clean the couch. He called someone on the phone and the lady told him to stop and not doing anything. HE NEVER EVEN BROUGHT IN HIS CLEANING SUPPLIES TO ATTEMPT TO CLEAN THE COUCH. I wasn't going to say anything but you have really gone above and beyond to screw your customers. I am beyond words because the guy never attempted to clean the couch yet he wrote down new cushions. So the person [redacted] hired to do the job has LIED and now we are being punished. I am just in complete shock that a company like this would do this but that is okay because I will make sure everyone knows.

Sincerely,

Business

Response:

Good

Afternoon Revdex.com,

We apologize that [redacted] remains so dissatisfied

with the outcome of this complaint. We certainly understand her frustration and

we are sorry that we have no recourse to offer when the concern is completely beyond

our control. Bobs Discount Furniture was not present in [redacted] home during

that service therefore it is inappropriate for our company to work off of [redacted] perception of this technician and his behaviors while in her residence.

[redacted] is designed to

cover pet bodily fluid stains from a one time occurrence and Bobs Discount

Furniture did not deny [redacted] claim as we do not directly cover accidental

damages to begin with. [redacted] records indicate that the damage to this

furniture is extensive and doesn’t appear to be that of a single incident occurrence.

We are not able to overturn the choices or guidelines of a company we do not

manage. As a courtesy we can offer to refund the cost of [redacted] and we apologize again that we have no recourse to offer for the animal

damage that is present on this product.

If the customer is seeking a different outcome she

would want to pursue this matter with the [redacted] company directly as this is

the company she has been working with all along for this concern.

Sincerely,

Bobs

Discount Furniture

Review: I purchased a power love seat and sofa recliner in March of 2014. August/September of 2014 the love seat broke. I called to have service on the love seat and was told that no techs are in my area. After a few weeks I finally had someone come out and was told the metal bar broke on the bottom. A new mechanism was ordered and delivered a few days later. I called to have them come out and fix it only to be told for about 2 months that they could not schedule me. The love seat starting ripping on the bottom. I cut my hand on this furniture. I called again, now about 3 months later, and they agreed to send me a brand new love seat. After finally scheduling the new love seat to come in, they called that day and said the truck broke down and they could not guarantee me they would deliver that day. I went to the [redacted] Bob's and was dealing with the manager, [redacted]. After about an hour later, I decided to pay an addition amount of money and ordered new furniture and they would take the sofa and love seat back. I ordered 2 love seat power recliners that night. Delivery was to be in 2-3 weeks, scheduled to December 20, 2014 between 10 and 3:00. They never came until 7:00 that night and only had 1 love seat on the truck. Needless to say I was really furious. I called them and they told me that 1 was out of stock. I ordered 2 that night and paid an additional $287. That night they took the love seat, left the sofa and delivered 1 on the new love seats. I was told that a new one was not going to be delivered until January 3, 2015. They called me on Monday, December 29, 2014 and said they were delivering the sofa the next day. I had the delivery scheduled for the 3rd since I work full time and would not be home. I was told that if I do not keep the 31st date for delivery, I was going to have to wait until January 14, 2015. I immediately called them up and said I don't want this furniture that I want a full refund. Again, this is on the 29th. I was told that they could not refund my money unless they take the furniture. They took the furniture on the 2nd and I am still waiting for my refund. I was told it was done on Saturday, January 3,2015 and it would sent overnight. I called today, January 7, 2015 only to be told the check was just processed and it will take about 7 to 14 days to receive my refund. I do not have any furniture in my house, I have 2 kids. I don't think it was fair that I am going through this. Customer service keeps telling me different stories. In addition, the new sofa was damaged and put some gashes in my wall. I called the supervisor and she told me "I had my sofa to close to the wall". The metal backing was bent down and damaged my wall. I have pictures that will show this. All I wanted was my refund to be sent and all I am getting is nonsense from everyone I talk to. There are other things that happened but I am so upset that I honestly can't think of them or remember the order everything happened.Desired Settlement: All I want is my money back that I work hard for. I want to go buy new furniture and be done with all of this. I already take 2 pills for high blood pressure and this is not helping.

Business

Response:

Good Morning Revdex.com,

Please

pass on our sincerest apologies to this customer for the disappointing

experience they have ensured during their purchase from us. Our records

indicate that this customer’s concern has been addressed at the highest levels

possible within our organization.

It

is beyond our normal processes to refund a customer after a purchase and

delivery has occurred. We have worked above policy because we do realize as a

company the failures that our customer has endured in this specific scenario. While

we understand and take responsibility for this customer’s frustration, our

sales invoice does indicate that should any refund be processed in the form of

a check to the customer the time frame for complete processing is around 7-14

business days. We made requests to get this customer the refund checks sooner

and I assure the customer that our Accounting Department and Customer Care

Management Team did the best they could to get these checks mailed out as soon

as possible.

As

of today (1.08.2015) the customer’s refund checks (2) have been fully processed

from our end and we expect these to arrive to customer very soon. Our records

indicate the following has been completed from our [redacted], CT Corporate

offices:

Review: I purchased furniture from Bob's in [redacted] NH and my first sectional was a L shaped couch. I had this furniture for less than six months before I had to have the back repaired and then I noticed the two mid sections were also rubbing (the sectional post was not lined up properly). Each time I called and both times the company sent someone to fix or take pictures. Although I was not happy I received defective furniture I was willing to work with the company until the last issue. The gentlemen came out to my house did not knock or ring my bell. I have security system and was also sitting on the couch waiting for him. I saw that someone called and left a message on my voice-mail from Bobs stating because I was not home I would have to reschedule my appointment. So I called the customer support line and was on hold for 45 minutes but finally got someone and told them they needed to send this person back out to my house and I was home and never see anyone. Finally the gentleman comes back and it is very clear that he is being confrontational with me. He looks at the couch takes a few pictures and says yes this looks like you pushed the couch into something and it would not be covered but he would submit the pictures and it would be up to the company.

I had to reach out to the company to get an update as to how they would proceed with the damages after me having to take pictures and submit myself I never heard back. So I took my complaint to their[redacted] page and finally was helped and received store credit towards another couch set. Well that all would have been fine except they sent me a new damaged couch AGAIN. The set is less than a month and my son and I were sitting on the couch and he used the side arm to get up and it crunched like it completely feel apart inside. The over size chair is ottoman has two large staples sticking out front. Its just a mess.Desired Settlement: I just want my couch set not a repair but NEW undamaged couch

Business

Response:

Good Afternoon Revdex.com,

I called and spoke with[redacted] today (1.20.2015) and

apologized to her for all the concerns she has been experiencing with her

product from us. [redacted] has agreed to give us another chance to fully satisfy

her by returning to our showroom and selecting new merchandise.

[redacted]has been provided with my direct phone number should

she need any further assistance with her merchandise.

Thank you,

Bobs

Discount Furniture

Review: I filed a claim against my goof proof plan because my dining room table was damaged. They approved my claim an offered to allow me to reselect a table of my choice, giving me a credit of $135.00. The table I have is no longer offered, and the credit only allows me to reselcect the table but I must keep my chairs. The first problem is that I now have to have a dining room set that does not match because they do not offer my table anymore. The second problem is that $135.00 does not buy a single table in that store that will remotely match the chairs. When I called to complain they told me I could just keep the whole set and spend the $135.00 on whatever I want. I want a new dining room table that will match my chairs or a new dining room set. The supervisor said he would work with me and allow me to keep my damaged table, but he would give me a 70% discount on new chairs if I returned the ones I have and I could use the $135 to pick out a new table. Bottom line is that I paid for goof proof, and now I cannot replace my table because they are discontinued. I can purchase 6 more chairs at a 70% discount, and use $135 credit towards a new table.... I will end up paying more than I originally did for this table!!!!! All I want is a matching comparable set and I shouldn't have to pay a cent for it because I already paid for a plan to protect me if this should happen. Also I filed a warranty claim against my leather couch and they offered to let me reselect the couch, but I have to return my current couches... They aren't being resold but will be sent back to the company... That's such a waste, I like my couches and if I was allowed to keep a damaged table why can't I keep my damaged couches? Especially if they are going to be destroyed. I offered to pay extra to keep them!Desired Settlement: I want to exchange my entire damaged set (table, 4 chairs put together and 2 chairs still in unopened boxes) and replace it with an equivalent set without Having to pay anything out of my own pocket. I also want to keep my damaged couches (as to not waste resources) and pick out a new set. I will pay to keep my old couches, I just reallllllly like them! They aren't suitable for a living room as they sit today.

Business

Response:

Good Morning Revdex.com,

Please pass on our apologies for the disappointment the customer is experiencing with the resolutions offered by the protection plan she purchased and Bobs Discount Furniture.

Table Credit Concern:

This credit and claim is entered into our system on behalf of a third party company. This customer did place her claim for this table with Bobs Discount Furniture directly and regretfully we have no control over the actions of another business. These guidelines are clearly outlined on the terms and conditions pages of the protection plan the customer purchased (attached). The customer has received a credit for the exact amount paid for on the table.

Please see the 4th bullet point down under [redacted] COVERAGE:, via page number one of these terms and conditions.

If we determine, in our sole discretion that your furniture item cannot be serviced

(cleaned) or repaired, we may replace the affected area. If the affected

area(s) cannot be replaced, you can select a new replacement piece equal

in value up to the original purchase price from the retailer from whom this

Plan was purchased.

Any and all further discussion or resolution regarding this claim must be processed through the protection plan manager that the consumer originally made her claim with ([redacted] Products Inc. /[redacted] Brand Coverage).

Living room Credit Concern:

This is a warranty claim being honored directly from the manufacturer of this product. The manufacturer requires the set to be fully returned to them for various beneficial reasons. As the retailer we are to adhere to the manufacturer’s regulation in order to offer the full credit price for these items. The customer has currently been provided with a fair and adequate resolution for this concern and is now demanding that we work out of policy to satisfy this need on their individual basis. I can understand the desire that comes with this type of demand however it does not in any way benefit our customer to assert that this option should be changed.

In example, part of the agreement from the manufacturer consists of covering the cost of the new delivery fee associated with the new merchandise. This can run anywhere from $100.00 - $399.00, should the customer wish to break the terms of this agreement we will expect the customer to pay a delivery fee should they wish to have any items delivered from us.

The defect the sofa and loveseat are said to be experiencing will only get worse over time and cause a complete material breakdown on the items, this will eventually cause more frustration and unsightliness for the customer and neither Bobs Discount Furniture or [redacted] Protection Products Inc. will owe responsibility to respond to claims with this particular set.

If the customer wishes to reselect to the same set, because they indicate that they have a dear fondness for this style and model, we still have this available in our lineup. With the option we have provided the customer receives a 100% cost free replacement for the sofa and loveseat and it is a common business practice throughout our industry that defective merchandise is expected to be returned to the vendor.

At this time, for the reasons stated above and many more considering all consumers alike, we stand behind the current resolutions set in place by the [redacted] company and our business directly as the most adequate resolutions for these concerns.

Kindest Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

Review: [redacted]I am rejecting this response because:I absolutely agree about the couches... I understand the policy and am thankful that you are providing a replacement. I don't like being wasteful but if that's the agreement you have in place that's fine. I do not agree with the dining table. I should be provided a new dining set, comparable to my old set, free of charge as I am with my sofa. You may take the table back as I do not desire to keep it. What you are forcing me to do is to buy a new table, out of pocket minus the $135.00 credit, and use my old chairs, which will result in a mismatched set. You offered to allow me to purchase new chairs at a discounted rate but that is not fair. I want a new comparable set. If you offered this table still, we would not even be having this discussion as I could replace the table and still have a matching set. All I want is a comparable non damaged dining set. Sincerely,[redacted]

Business

Response:

Good Afternoon Revdex.com,

We apologize that the customer remains unsatisfied with the provisions of the protection plan maintained by the [redacted] company.

As previously indicated Bobs Discount Furniture has no contractual connection to this particular claim for damage and has not entered into any agreements with this consumer for the chairs.

This customer did not place her claim for this table with Bobs Discount Furniture directly; she contacted and worked with [redacted] Protection Products Inc. to receive this resolution. These guidelines are clearly outlined on the terms and conditions pages of the protection plan the customer purchased (previously attached).

Please see the 4th bullet point down under [redacted] BRAND COVERAGE:, via page number one of these terms and conditions. If we determine, in our sole discretion that your furniture item cannot be serviced(cleaned) or repaired, we may replace the affected area. If the affectedarea(s) cannot be replaced, you can select a new replacement piece equalin value up to the original purchase price from the retailer from whom thisPlan was purchased.Any and all further discussion or resolution regarding this claim must be processed through the protection plan manager that the consumer originally made her claim with ([redacted] Products Inc. /[redacted] Brand Coverage). In order to keep resolutions fair for all customers alike it is expected that all consumers adhere to the terms and conditions of the coverage plan, this is an understandable business practice that we agree with. Bobs Discount Furniture manages coverage for manufacturing defect concerns and cannot offer recourse on merchandise that currently maintains no determined factory defect.

Thank You,

Bobs Discount Furniture

Corporate Customer Care Liaison %3

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