Bob's Discount Furniture

Review: I purchased a power lift chair from bob's less than 1 year ago, and it is destroyed. The springs are literally falling out of the seat, I need to slam against the back of the chair for the foot rest to come out, and there is something poking out of the seat into my bottom when I sit in it. I purchased the chair due to a disability and I cannot get up from a normal chair or couch without assistance. Bob'so sent a tech out to fix the chair and he told me he wasn't able to fix the issue, that he could only try to tighten the arms of the chair for now, and I would need a new chair. I didn't hear back from Bobs so I called 4 days later and they told me that they have no further recourse because the technician did not report it as a manufacturer issue, and he reported heavy usage. Well first of all, he has no idea how often it is used since he's only been here once, and it is not normal wear and tear for Springs to fall out of a chair. I purchased an additional warranty when I purchased this chair, and there is absolutely no reason it should be falling apart, and since it is falling apart Bob's should replace it.Desired Settlement: I would like a new lift chair, or a suitable repair of the one I have.

Business

Response:

Good Afternoon Revdex.com,

We sincerely apologize for the issues this

customer has experienced with this chair.

I have reached out to Tiffany directly and she has accepted my offer of

reselection. I believe this to be the

most appropriate response to the damages on the chair. Thank you for bringing

these concerns to our attention, so that we may make this right for our

customer.

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

Business

Response:

Good Afternoon [redacted],

I just finished leaving you a voice message on the number

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

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

your mother with at this time.

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

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

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

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

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

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

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

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

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

coverage.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Kind Regards,

Bobs

Discount Furniture

Customer Care

Corporate Liaison

Consumer

Response:

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

Sincerely,

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

Business

Response:

Good Afternoon Ms. [redacted], Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that the power lift chair and goof proof plan have failed to meet your expectations.Our records indicate that one of the chair motors was replaced in May 2013, after our technician confirmed that the motor mounts were defective. The part was replaced under the manufacturer warranty not the goof proof plan. Fast forward to your recent claim May 2015, our technical visited your home after you reported that the chair would not lift. Upon inspection the technician indicated that there was a short in the remote and it would work off an on when he shakes it. According to the comments from the day of service you indicated that you sat on the remote and believed that it began to malfunction after that incident and assumed that your goof proof plan would cover the repair or replacement of the remote. Goof proof is designed to provide coverage against most common types of in home accidental damage however, the remote is considered an accessory/hardware, which is not covered.Given the 2011 date of delivery, expiration of the manufacturer warranty (against the remote) and cause of damage, you would be responsible for the cost of the part as well as installation however, Bob's Discount Furniture appreciates your business and as a courtesy I will place a $50.00 credit on your account which you can use toward the purchase of the $95.00 remote and we will install/program, at no charge.I apologize if you believe the plan was misrepresented. I have attached copies of the goof proof plan as well as the manufacturer warranty. Thanks[redacted]

Consumer

Response:

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

Sincerely,

Review: We ordered a [redacted] King Mattress ( a $1299 Mattress) and received a [redacted]l King Mattress ( a $599 mattress). This bed is hard and no where near as nice as the one we ordered! We were told we had to wait over a week to get the correct mattress and could only get $25 store credit for this error.Desired Settlement: I would like a refund ( not a store credit) of the shipping charges and a quicker delivery as it was their mistake. ( they should have brought as a new today in my opinion or as least this week). I also want the billing delayed and the interest free promotion extended.

Business

Response:

Good Morning Revdex.com,

Please apologize to our customer

for our failure in not bringing the correctly written mattress on their first

delivery. Our records indicate that we delivered the correct mattress on 1.20.2016

and further covered the cost of delivering our customer a lower profile

foundation on 1.29.2016.

As a retailer our responsibility

to our customer is to make any failure we caused right, which we have done, and

any compensation (that is essentially our additional form of apology) offered

is determined at the internal discretion of our business.

As a furniture retailer and not

the bank [redacted]) who the customer selected to finance their purchase thru

we do not have authority over the terms the customer fully agreed to at their

time of purchase. The customer owes payments to [redacted] not Bobs

Discount Furniture directly.

We have the following options

available for compensation – please ask the customer to review the options

listed below and respond to the Revdex.com with which option they would like to move

forward with:

Option 1:

We will upgrade our Bobs Discount

Furniture Gift Card offer to $100.00

The

gift card can be mailed to the customer or sent by email (please ask the

customer to respond with their preference, should they not we will mail the

gift card within 7-10 business days).

-OR-

Option 2:

We will refund ½ of the

customer’s delivery fee paid to us ($84.99) to their original method of

payment.

Kindest Regards,

Stephanie *. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

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: 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: I purchased a 92"sofa from Bob's discount furniture on 7/4/15.This sofa came with three cushions and one chaise kit attachment. One month after delivery one of the cushions (which has springs in it,which we were not aware of) made it impossible to sit on it. So we switched cushions and then the second cushion went and again we made the switch and yes the third one did the same thing making the sofa unable to be used. I purchased there Goof Proof plan which it states, I am proud of the reputation we have of providing excellent service to our customers. I want you to know that my new products are guaranteed to be free of factory defects for one year from the date of delivery or pick up. So my wife called on 12/14/15 to report a factory defect. Their response was they needed to send out a tech to look at the sofa. So on 12/26/2015 a tech arrived and took pictures. She asked him to have a seat because pictures can not capture what was wrong with the sofa. He did and his face and comment matched what we were trying to explain to the company. His recommendation was to replace the cushions. On 12/27/15 I received a call from Bob's and they informed that they could replace the three cushions and we would have them delivered by April !!! So I asked to speak to their Supervisor because I was not going to wait 3 or 4 months to use my sofa that was paid in full at time of purchase. Why should I have to !! Jared was the Supervisor I had the pleasure of talking to. I told him it is not acceptable to have to wait 3 months for a replacement! ! His response was, Unfortunately this is all I can do for you. Unfortunately should never be used when you are selling a product. To try to a please me, he stated, I have that same sofa and had to get two of the cushions replaced also. So what does that say about this product? Factory defect, which falls under their Goof Proof Plan. I called back the customer service center and they are bringing us a whole new sofa,but this seems to be a bad product and Bob's is just a pleasing us to have us go away. Remind you we took out the Goof Proof plan for one year(7/4/15-7/4/16) , so if we have the same issue again we are out of luck. They don't stand behind their products and we will never buy anything else nor recommend them.Desired Settlement: Sofa picked up and full refund returned to me.

Business

Response:

Good Morning Revdex.com,

Please pass on our apologies to

our customer for the defect that they have experienced with their product. I

believe our customer may be confused as to how long their protection plan term

was purchased for and the terms and conditions of the protection offered thru

Bobs as it was/ is visibly indicated to them.

The Goof Proof Plus Plan sold to

this customer at a cost of $69.99 is for five years of coverage and hasn’t been

used or affected at all by the claim that we had already provided resolution

for.

Furniture sold today is commonly

built on an assembly line and while I acknowledge our customer’s frustration

experiencing a defect with 1 (or even 2 items as our customer care agent tried

to empathize with) does not make an entire product line defective. Mistakes can

occur during the manufacturing process and Bobs (as the retailer) has taken

complete ownership for this customer’s concern and worked in a fair an adequate

manner to make this concern right. Our initial offer to resolve this claim with

parts and service was in line with the ‘Service Policy’ as depicted on the

sales receipt (and commonly signed by the customer) during the time of

purchase.

When the customer continued to

demand that we act outside of that policy for their specific/individual

benefit, we honored their demand by offering to replace the merchandise.

In researching the customer’s

account today (1.4.2016) I have located information that shows we made an

outgoing call to them this morning (1.4.2016) to advise that we regretfully do

not have the inventory our system allowed us to schedule their exchange with

(I.E – the sofa they have is no longer an item we have stock of to process an

even exchange with). The pick up

portion has been left as originally scheduled for 1.5.2016 as we were

unable to speak to the customer directly (the account shows we left a message)

and again following in line with the policies stated on the sales receipt – the

customer is now eligible for a

removal of the merchandise for a refund should they wish.

If the option of removal for

refund is the only avenue our customer prefers to move forward with please

relay that we will arrive as scheduled (estimated 4 hour time frame window

provided by automated call) to their home to remove the merchandise tomorrow

1.5.2016 and we will be financially able to process a refund of their price

paid towards merchandise and the goof proof plus plan after the merchandise has

fully returned to our warehouse inventory.

We remain very sorry that our

customer experienced a defect within their product and pledge that we did take

responsibility for their concern and continue to do out best to make their

concern right. If the customer is willing to make a re-selection to another

item we have stock of we can offer this avenue instead of a pick up for refund.

Kindest Regards,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

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

Review: I 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: 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: Upon setting delivery date for 12/14/2015 the item was not delivered I contacted the customer service multiple times on the delivery date to receive different excuses about not receiving my delivery. The first excuse was the truck broke down. The second excuse was the truck was at the address which it was not.Desired Settlement: To receive my item as soon as possible

Business

Response:

Good Afternoon Revdex.com,

Our records show that this item was delivered on 12/19/2015

and we apologized to our customer for any failures they experienced by

providing a $50.00 Bobs Discount Furniture Gift Card. As our records indicate

the above information our business considers the concern posted as resolved.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: On June 1, 2015 my wife [redacted] made a web purchase from Bob’s Discount Furniture. A gray [redacted], chair and ottoman was ordered along with a sofa bed. The furniture was delivered on Saturday, June 6, 2015. Later that evening we noticed the middle cushion on the [redacted] was sagging and less firm than the rest of the sofa. On Sunday, June 7, 2015 we noticed the wood on the legs of the ottoman was chipped in two different places.

I placed a call to customer service on June 7, 2015 to inform them of the sagging cushion and the chipped hardwood on the ottoman. I was told a new cushion for the sofa would be shipped to me sometime in July and a technician for the ottoman would come and take a look at the ottoman on Friday, June 12, 2015. On June 8, 2015 I noticed the material on the ottoman is not taut and it appears to already be sagging. No one has sat on the ottoman so there should not be any impressions on the cushion. I called customer care and spoke to a representative named [redacted] from the store in [redacted]. I told him how there was a service technician coming out on Friday for the legs on the ottoman but the material has started to sag. He proceeded to tell me that there are no refunds. When asked to speak to a manager he said it doesn’t matter who I speak to because that’s Bob’s policy.

Today, June 9, 2015 I can already see the cushions on the sofa starting to sag and the back cushion has a bubble appearance. After only three days and several issues, I am totally displeased with the furniture. I called [redacted] at [redacted] and left a brief message and then later called customer service once again to let them know that I was unhappy with the furniture and wanted a refund. I spoke to a representative named [redacted] and he told me that there are absolutely no refunds. He also said after the service technician comes out on Friday, if I am still dissatisfied I could select all new furniture but could not receive a refund.

The [redacted] and [redacted] models were the only sofa’s that I had an interest in and I already ordered the [redacted] along with the [redacted]. I do not see why I would be forced to select another piece of furniture when there wasn’t anything else in the store that I am interested in. I don’t believe a new set in the [redacted] series would be any better than the one I currently have.Desired Settlement: I am dissatisfied with the set of [redacted] pieces which have defects and are already sagging after three days and request a full refund.

Business

Response:

Good Morning Ms. [redacted],Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I apologize that the furniture has failed to meet your quality expectations. Your Revdex.com complaint has been reviewed by a member of our Corporate Consumer Liaison team. After researching your account and understanding your dissatisfaction with the product, a return order was entered into our system allowing you to return the furniture for a refund, less the delivery fee. The representative called you on June 26, 2015 and left a voicemail message asking that you return the call to schedule a pick up date; Within 10-14 days after pick up we will issue the refund.Thank you,[redacted]

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 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: At this time I am writing to you in reference to Bob’s Discount Furniture. Back in 2013 I went to Bob’s to buy some furniture. At that time I had a balance of $1767.99. Since that day I have been paying on the furniture which is just about two years and still I owe over one thousand dollars on this set. How can that be?Desired Settlement: I would like for you to help me get to the bottom of this nightmare. As you can see by my monthly statement, I pay $185.00 monthly on the set which comes out to be over $4000 on a $1767.99 bill. Thank you for your time in this matter and I hope to hear from you soon. I can be reached at the above address or by telephone.[redacted]

Business

Response:

Good Morning Mr. [redacted],Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I understand your concern and began to research your account however, I was unable to locate a purchase history with Bob' Discount Furniture using the identifying information in your Revdex.com complaint.Based on your description it sounds as though you may have financed your furniture order with Acceptance Now; if that is the case I would recommend contacting the Acceptance Now office located in our showroom or redirecting your Revdex.com complaint to Rent-a- Center, the parent company of Acceptance Now.Acceptance Now provides an alternative finance option to Bob's Discount Furniture customers looking to start or rebuild their credit. There is an Acceptance Now office located in each of our showrooms; customers select the furniture from Bob's inventory however, enter into a finance agreement with Acceptance Now. Bob's Discount Furniture does not have access to the finance terms or payment history.If Acceptance Now was not your method of payment, please forward either the name, customer master, invoice number or telephone number associated with your order.Thank you,[redacted]

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,