Bob's Discount Furniture

Review: I ordered furniture the last of February, I believe the date was 2/27/13 and 5 deliveries and technician coming to my home, which made 6 times. I still have damage pieces in my home. I have called and sent picture of the damaged pieces. Where if it wasn't for the delivery guy putting to extra screw in the headboard, it could have possibly fallen on my son. The commercials out right fabrication. This is not quality furniture for a discounted price, its horrible. I have been patient. I stayed home 6 times in ordered for them to make it right, and to this date, I still have damage goods within my home. I have been promised different thing from different people. I have spoke to, numerous of people and everyone saying different things. I cant take it and would like for this issue to be resolved.

Order_Number: XXXXXXX

Desired Settlement: My desired outcome [redacted] for them to come and pick up 2 of the 3 bedroom sets. I am not confident or comfortable with anything from this company. They really can come get all three, and let me purchase my furniture from some where else. I signed an agreement, and through that agreement, I wanted brand new, non damaged furniture, which I don't have. Every piece was damage except for a couple of items, this is so unacceptable.

Business

Response:

Business Response /* (1000, 5, 2013/04/10) */

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I apologize the furniture has failed to meet your quality expectations.

I am pleased to learn that your account has been reviewed by one of our customer care supervisors and as a result, 2 of the 3 bedroom sets were picked on, April 9, 2013. You can expect to receive a refund check within 7-10 business days.

Bob's Discount Furniture appreciates your business and apologizes for inconvenience we have caused you.

Review: I made insurance claim in march 2015. They came saw the sofa and told to send the pictures. I emailed them the defected pictures on march 3, 2105. And kept following up and seeking for response. The condition of sofa started to deteriorate more now. I contacted them today jan 12, 2016: and they checked there were pictures but they never contacted me. and told me to send the new pictures. I sent them new pictures they said it is now more issue you should contact the warranty team. Why should I contact them. bobs should take care of it.

Does it take more than 1 year to see the pictures and to no response?Desired Settlement: Now I want replacement of sofa not the repair.

Business

Response:

Good Morning Revdex.com,

Please apologize to our customer

for any delay in claim processing that has caused them to feel disappointed in

us.

At this time I believe the

customer’s concern has been fully addressed as their account shows a re-selection store credit being uploaded as of 1.14.2016.

Sincerely,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: In november my finance and I went into bobs in [redacted] ordered a bedroom set over 2000 . The only reason we order was because we had got our couch and never had any issues. It was time for deverly two days later . Not only did the people never call when they were coming they just showed up not only did they do that they were BEYOND RUDE AND THE BEDROOM SET WAS DISTORYED !!! everything was broken and chips. While putting everything together since they said if we didnt take it they were leaving we spoke to CC and they said take the items and they will send new ones later in the week, and the only reason we did was because we gave away our old bedroom set and had nothing to sleep on. We waiting over a month to get new items and again they didn't call just showed up with DAMAGED ITEMS YET AGAIN !! so we waited another 2weeks .. we didnt get a phone call and they showed up .. with guess it yet again DAMAGED items !!!! I am still waiting for new furniture ! and keep taking off work to wait for it .. and keep dealing with it and nothing is getting done . each time I requested for it to be inspected and never was done !!!Desired Settlement: id like either come type of money off my bill or something needs to do done because this is horrible.

Business

Response:

Good Morning Revdex.com,

Please pass on our deepest apologies for any inconvenience we may have caused

this customer during their delivery experience with us.

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, and address provided here and can only

access a sales order for (under a man’s name who may be the fiancé mentioned) a

bedroom set and sectional that shows 100% successfully delivered on 11.10.2015.

I am hesitant to believe this is the account as the customer is asserting that

they have had several deliveries from us.

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 names/ phone numbers that may bring up their

account records.

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 ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased a kitchen table and chair set, and after delivery my husband and I noticed a mildew smell coming from the faux leather chairs, and also a crack in one tanle support. We called the store to return the set for a refund and were told they would only issue a store credit. We were also told by the salesperson that the chairs may have gotten wet ay one time ? We do not wish to do business with this company and therefore have no use for a store credit, it wasn't that we didn't like the set and just wanted to return it. We don't know if the chairs contain mold inside or not. We are just asking for a full refund of our purchase price and protection plan.Desired Settlement: Full refund of purchase and protection plan.

Business

Response:

Good Morning Revdex.com,

This customer’s account indicates that the merchandise with alleged

concern was removed from the home on 7.18.2015.

I have updated the commentary of order number [redacted] that

this customer has been approved for a refund after the pick up fully finalizes

in our system (since the merchandise was picked up on a Saturday the return

process does take a few business days to fully finalize into our MD warehouse).

We suggest the customer contact their retail location to have this refund

paperwork created and processed on Wednesday 7.22.2015.

As we were not provided with a proper opportunity to inspect

this merchandise or verify the allegations listed here, we maintain that we are

working above and beyond policies set forth during the time of sale to please

this customer as an individual.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I bought a defective couch from Bobs Furniture in [redacted]. I reported the defective cushions and springs to them before the warranty expired. They have failed 5 TIMES to get a service technician and the proper replacement parts to my home. Instead they barrage me with automated calls stating wrong date, wrong time, wrong parts and other wrong info. This forces me to call there 800 number hellhole. Bobs never answers there phones, Bobs has no staff to answer the phones. Bobs has no management or escalation of problems to a higher level. Bobs shipped wrong parts to my house that are huge heavy and bulky and Bobs will not remove them or arrange for shipping, so I have to lug them to the curb as garbage. Bobs owes me 4 springs which they call a Mechanism. They could mail them to me in an envelope and resolve this, but they will likely still insist on "scheduling a technician" to install there entire mechanism. At this point. I either want a full refund of $2000 couch or mail me the 4 springs.Desired Settlement: Bobs owes me 4 springs which they call a Mechanism. They could mail them to me in an envelope and resolve this, but they will likely still insist on "scheduling a technician" to install there entire mechanism. At this point. I either want a full refund of $2000 couch or mail me the 4 springs.

Business

Response:

Good Morning Revdex.com,

Please pass on my apologies

to our customer for the failures we have caused and the inconvenience he has experienced

as a result of our product failures.

I do believe that this

customer has been offered an appropriate and satisfactory resolution as of

3.22.2014. We will be delivering new merchandise to this customer on 4.05.2014.

Thank You,

Bobs Discount Furniture

Customer Care Corporate

Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Revdex.com Please keep this complaint open through 4/8 pending the offer

from Bobs Furniture for new furniture to be delivered Saturday 4/5.

Bobs

already failed on there new furniture delivery last weekend. 3/22. So

I'm reluctant to close the complaint prior to the next delivery they

offered 4/5.

If any questions, please call me a t ###-###-#### or email [redacted]

Sincerely,

Review: The sofa with sleeper's cushions sits lower than the front part of couch. I had a technician come out to look at sofa. He stated the cushions seat 3 inches below proper level and sleeper bar for the sofa bed is unleveled. He was asked what will they (meaning bobs) do to fix to issue. He said that it is normal and the customer service rep he had us speak to said there's no warranty issue, to which he left while we were on the phone without a word.

I have had the couch for a short time and this cannot be normal or they would display the couch like this in the store room so I could have made an educated decision. This is the second time I complained about how the cushions were low. The first time, I was told the mattress for the sofa bed will expand to support the cushions, so leave the sofa bed open to allow for the expansion. I left it open for a week and no difference. This has been the worst all around experience I have ever had with any furniture company, actually any company in my entire life from delivery, set up, to now.Desired Settlement: I have just started paying for the couch in January. I would like them to exchange or repair it so it can look and feel like something that I just bought and not one that I have had for years. Fix it or exchange it so it can be used properly.

Business

Response:

Good

Morning [redacted]

I am very sorry for the disappointment you are experiencing with your sleeper

sofa. I assure you that Bobs Discount Furniture cares very much to satisfy all

our customers and we stand behind the quality of our products even after the

expiration of our one year guarantee period.

I do see that you reported your concern to us and we had a factory trained

technician come out to the home on 2/10/16. At that time it was explained to

you that this is normal for a sleeper unit.

This is normal and up to manufactures standards for the decking to sit a

minor amount lower then the other pieces.

That is the way it is manufactured.

We do understand that you do not feel you were properly informed during

the purchase so we would like to offer the following resolutions:

I do see that we have already set up an exchange for

you, if you want to proceed with this exchange you can simply call into

customer care at ###-###-#### Mon – Sat 6:30am to 8:00pm. Any agent will be able to schedule this

exchange for you.

I would like to take this opportunity to offer you

something else, however. Because this is

part of a set and you have reported no issues with the rest of the set we could

offer you a discount on the sleeper to keep it in the home as it is. We could offer you a refund back to your

Wells Fargo account of 20% of the purchase price of the sleeper, which was

$749. This would be a credit of

$149.80. This would not affect the

warranty on the sleeper you would still have 5 years of accidental and

manufacturing warranty in tact.

Please review your options and let us know which of

these options would best work for you at this time.

Kind

Regards,

Tracy S[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 I will keep the exchange date of February 20, 2016 to remove damaged sofa bed in exchange for a new one.

Review: I originally contacted the general customer service department of Bob's Discount Furniture on January 27, 2014 to report a fraudulent charge that had me made on my credit card in their [redacted] store. I had originally contacted my credit card company, but after months of trying to get in touch directly with the retailer to dispute the charge, they continued to get no response and suggested that I try to contact Bob's myself. After I submitted my claim to Bob's customer service team, I received a phone call and an email from someone named "[redacted]." in their customer service department. I missed the phone call by a matter of seconds and immediately called back the number she provided in the voicemail, which turned out to just be their general customer service number. I explained to the representative on the phone why I was calling, and that I had just received a call from "[redacted]." and I was just trying to get in touch with her to follow up on my claim. The representative had no idea what I was talking about and insisted that there was no [redacted] there and ultimately told me to hang up and listen to the voicemail she left again and then maybe I could try to call back later. So I did just that, and heard the same information, so I called back again and got a different representative. This time I was told that there was a [redacted] there, but she was busy and she could call me back later. I never got any call back. Later that evening I checked my email and found a message from the same "[redacted]." asking me to reply and provide additional information on the fraudulent charge that I was attempting to dispute. I immediately replied with the information as requested, and again never heard anything back. Since then I have made multiple attempts to contact Bob's Discount Furniture (through multiple communication channels) and have gotten absolutely no response. I feel cheated. I have been dealing with this since 2010, and I just want to end this nightmare once and for all and get my money back.Desired Settlement: I just want my money back. I did not make this purchase. I never have shopped at Bob's Discount Furniture, and honestly I never will after this disaster. The original charge was made on September 28, 2010 in the [redacted] store for $1500. Since then, I have paid hundreds of dollars in interest due to Bob's lack of response, and I know I will probably never see that money again, but I feel that I am at least entitled to receive a refund of the original $1500 purchase.

Business

Response:

Good

Morning [redacted],

I

cannot apologize enough to you for this terrible occurrence, I can certainly

imagine that you have been feeling an immense amount of stress and aggravation

for this occurrence and I assure you that I am a direct link to be able to

provide you further assistance from this point forward.

We

do have a [redacted]. who works in our Customer Care Operations Team and as she

had previously emailed you, we do take this alleged charge very seriously and

would like nothing more then to get this resolved in a timely manner for you.

I

am so sorry to ask you for anything else on your end because you have already

done so much, but in order to move forward as efficiently as possible I will

ask that you respond to me in my direct email with additional information so I can

get in contact with my Accounting Department as soon as possible. My direct

email address is [redacted]

, you can also call me directly if you would prefer at ###-###-####. My office

hours can be limited so in most cases email is the best way to reach me, but

please feel welcome to call and should you need to leave a voicemail I will

return your call as soon as I am able.

If

you could please provide me with the name on the card along with the last four

digits and expiration date we will be able to research into this. If possible

would you also be able to provide me with the date and time the charge occurred

we will be able to look into this further.

Thank

you for your extreme patience with us and I apologize again that you have had

to escalate your concern to so many different levels. I promise you that I truly

wish to get to the bottom of your concern and solve this for you once and for

all [redacted].

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I purchased an outdoor patio furniture set for my backyard a few months ago. When I received the delivery it was missing three pieces. I contacted Bob's Discount Furniture customer service to tell them of the discrepancy and the female who answered told me they would investigate the matter and give me a phone call back. I never received a phone call back. I called Bob's Discount Furniture customer service back and another female answered and told me there was no record of the matter of the missing patio furniture. I explained the situation a second time to her and she told me they would investigate the matter and give me a call back. Again several weeks passed and I received no phone call. I called Bob's Discount Furniture customer service a third time and a male answered he told me they were in the process of investigating the matter of the missing patio furniture and he would call me back. He called back a few days later and told me that it was verified with delivery that those three pieces to the patio furniture set were never delivered. I asked if there was a way for them to send me those pieces and he said that they were no longer in stock. I asked him for a credit for those missing pieces that I paid for and he credited me back some of the money towards another furniture order for my living room. I explained to him my dissatisfaction of not having a complete set in my backyard and that it looks ridiculous and if I could receive any compensation. He said he would have to get a hold of a manager. The female manager that answered told me she could do nothing for me unless there was an issue with an order that was already delivered. That did not make any sense to me since the order was already delivered and I explained that to her. She insisted that there was nothing she could do and apologized for the inconvenience. This answer is quite upsetting since my wife and I have been Bob's customers for years and have recommended his store to all our family and friends.Desired Settlement: I am requesting the balance be paid on the living room set I put a down payment on and it would be delivered by next week.

Business

Response:

Good Morning Mr. [redacted],

Thank you for your continued business. I apologize for the incomplete delivery, as you have described.

According to our records you began contacting us two months after delivery to report that you were missing pieces of the patio set. Although all of our delivery records indicate that delivery was completed, we gave you $243.88 credit for the items you indicate were not delivered. That credit was then applied to your livingroom order, reducing the balance you now owe to, $749.56, unfortunately we are unable to place a credit on your account to zero out the amount you owe.

If you are disatisfied with the patio set being incomplete, you may return the (2) pieces for a store credit which you may then apply to the livingroom set.

Your business is appreciated and we apologize for any and all inconveience we may have caused.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: they are emphasizing the length of time it took for me to report the claim as if they are doing me some kind of favor by giving me credit for the items I did not receive. Not giving me the items and charging me for them is the equivalent of stealing so that is really not a courtesy. A courtesy would be giving me a credit towards the new furniture I put a down payment on already or some type of compensation. I will no longer be doing business with Bobs and I will be sure not to recommend them to any family members. Good day

Sincerely,

Review: My wife and I purchased a living room set with warranty, which cost us $2141.51, on 04/09/2012; delivered on 06/2012. In about 13 months the vinyl on both the love seat and sofa began to peel. I called Bob's Furniture store and reported the damage and they had someone come out and patch it up. About 2-3 months the peel continued and became more evident. I called Bob's Furniture once again and reported the continuance of the peel on both sofas. They informed me that there was nothing that they can do. I am outraged with the response I was given because we purchased a 5 year warranty and that warranty is supposed to cover any damages. Upon purchase of the living room set the sales representative who dealt with my wife and I, [redacted], informed us that if anything were to happen to the sofas we can contact Bob's Furniture and they will repair any damages so long as it was within the time period of the 5 year warranty. I've only had the sofas for exactly 1 year and 9 months so I am well within my warranty time period, therefore my warranty should be honored. My wife and I are very dissatisfied with the furniture as well as the service Bob's Furniture store has provided us thus far. We purchased warranty so that in the event of any damages to the sofas we would be covered and protected, yet we're being told that nothing can be done! This is unacceptable to us as consumers, therefore we would like to file a complaint against Bob's Furniture. We will appreciate any assistance you can provide us in this matter.Desired Settlement: We would like for Bob's Furniture to honor my warranty and replace my sofa's. However, we do not want them to replace them with the same sofa's or any sofa's made of bonded leather. The reason for this is because we will continue to experience peeling of the material and that is what my wife and I are trying to avoid.

Business

Response:

Good

Evening [redacted],

Please

accept my apologies for the frustration you are experiencing as a result of

your unhappiness with your product and service from Bobs Discount Furniture. I

assure you that we sincerely care about each and every one of our customers and

seeing that their concerns are properly resolved.

The

‘Goof Proof’ plan you purchased on 4.09.2012 for your sofa and loveseat is very

different from the ‘Goof Proof Plus’ plan that we currently sell and that you

have on your glider recliner, purchased on 7.14.2013. In 2012 ‘Goof Proof’ was

a protection plan that we offered to our customers for five years of accidental

damage coverage. This means that the consumer would be asked to report a

specific accident that occurred to cause a coverable damage through the

insurance company: ‘[redacted]’. I apologize for any misunderstanding that may

have occurred at the time of sale, or perhaps during the purchase of your

glider recliner, as the ‘Goof Proof Plus’ plan we now carry offers you coverage

against accidental defects (managed by the ‘[redacted]’ company) and factory

defects (managed by Bobs Discount Furniture) for five (5) long years. Considering

this information when you purchased your sofa and loveseat in 2012 your set was

covered against factory defects under our standard one year bobs factory guarantee.

This guarantee starts from the date of delivery and your set was delivered on

5.08.2012. When our technician visited your home on 8.31.2013 to address your

concerns of ‘peeling leather’ you were already outside of your one year guarantee

and we completed the service of touch up as a courtesy to you. We can take responsibility

for the workmanship not holding up to a quality standard and as we place an

immense amount of pride in our technician’s abilities I am equally as disappointed

as you are to learn of this repair not holding up. Regretfully we cannot take

ownership for a defect being present as your sofa and loveseat was outside of its

warranty period at the time you reported the ‘peeling concern’ to us.

I

can offer you a reselection store credit for the price you originally paid for

the sofa and the loveseat and your ‘Goof Proof’ plan, In order to process this

credit I will ask that you agree to pay a new delivery fee on the new

merchandise you pick out. I am unsure of what the delivery fee might be as it

depends on the dollar amount of the merchandise you select on the new sale. For

example, if you selected a new sofa and loveseat that sells for $1000-$1299.99

you would be charged $129.99 for delivery. Keep in mind you can also use some

of your store credit towards paying for the cost of the new delivery.

Please

respond to me and advise me if you would like to accept this option for

resolution as I am eager to resolve your complaints.

I

thank you for your time [redacted] and your extreme patience with us.

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I have 20 yr coverage & insurance on bed for anything. I was told. Mold underneath mattress. They will not cover, said it was accidental. It's at least a 4 foot circle, that I tried to clean. They came out and said it is a 10" circle. My husband passed away this year from acute respiratory/heart failure. I'm having breathing problems myself.Desired Settlement: Hoping for new mattress, I'm on disability, can't afford another mattress.

Business

Response:

Good Morning Revdex.com,

Please pass on our apologies to

the customer for the inconvenient nature of this complaint and the concern we

can acknowledge it is causing them to experience.

Our records indicate that this

mattress was received into the home in January of 2005. Several months ago

(July of 2015) we spoke to this customer regarding this concern as they filed

with another complaint agency, below is a portion of the report provided to us

from this alternate agency:

“Caller

stated that she discovered that there was mold on her mattress when her

grandchild accidentally wet the bed. She is not sure how long the mold had been

there because she has never lifted the mattress.”

The Bobs warranty on the mattress provides coverage for factory

defects, our business sent a technician to the residence on 06/16/2015 to

inspect for any factory defects and his report indicates no factory defects present.

Due to the occurrence of mold stemming from an accident that

happened in the home and far beyond any control of our business (as the

furniture retailer) we are regretfully unable to provide recourse for this

concern.

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 insurance on the mattress which I was told if anything happened to the mattress. They told me mold wasn't an accident. So how else does mold get on something. The mattress was never wet and always had a pad cover on, which they (Discount Bob's) gave me. So they won't honor the coverage I bought. so please let me know if any further action can be taken.

Sincerely,

Business

Response:

Good Morning Revdex.com,

While

we remain very sorry that our customer has experienced this concern we are

unable to respond to occurrences that are caused by the environment the

merchandise resides in.

The

pad that the customer purchased in Jan of 2005 offered a 10 year protection

period thru the [redacted], the period of protection associated

with this pad has expired and our records indicate no report of failure (to us)

from this pad within the protection period.

If

the pad is what the customer is referring to as their “insurance” –as indicated

above coverage under this pad is no longer active or available and expired

almost a year ago. The company that offers this coverage ([redacted]) is a third

party company that requires that any incident of the pad failing due to human

bodily fluids be reported within the 10 year term as well as within 5 days of

the actual occurrence.

We

apologize again however we are unable to offer further action on an a damage that

is not a factory defect.

Stephanie

A. G[redacted]

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: Bought a leather sofa 2010 with a goof proof warranty. I called and they claim that they only cover accidents under [redacted] they advised me to call Bobs Discount Store since they handle the goof proof warranty. I spoke to two customer service representatives stating that a technician would come out to fix the leather and to send pictures. I did and no once called or emailed for 5 days so I called back. Spoke to the manager and he stated that it was a mistake and they cannot fix it.Desired Settlement: I wish to have the sofa repaired or replaced.

Business

Response:

Good Afternoon Revdex.com,

We apologize to our customer for any inconvenience the

concerns with their merchandise and/or protection plan is causing them to

experience at this time. The ‘Goof Proof’ protection plan, as its name depicts,

offers coverage on most in home accidental damages and some mechanical concerns

after expiration of the factory defect warranty. The type of plan the customer

purchased is completely managed thru a third party company and not Bobs

Discount Furniture directly. As [redacted] is a company managed separate from

Bobs Discount Furniture we are unable to reverse a denial under the terms and

conditions set forth by [redacted].

The one year warranty for this merchandise through Bobs Discount

Furniture expired on 09.23.2011. The customer has no coverage associated with

this item thru Bobs Discount Furniture remaining and our records indicate no

report of concern with the leather until now; the merchandise has been in the

home for a period of over four (4) years of use.

Our records do not indicate the alleged occurrence that one of our representatives asked the

customer to send in photos of her concern for review, in the event this

allegation proved to be truthful in no

way does a request for photos solidify an agreement that a business will take responsibility

or ownership for a concern.

We will most certainly address the coaching concern and

research all records associated with this account however as of today

(1.14.2015) the customer’s account shows that she contacted us after being

denied by the [redacted] company on 1.08.2015 and our Customer Care Agent

explained that regretfully we had no recourse to offer relating to this

concern. Upon calling back into our Customer Care Office on 1.12.2015 the

customer was again made aware that we were unable to offer further assistance

on this concern and then connected to one of our Customer Care Account

Management Leads who reinforced this fact.

Bobs Discount Furniture truly wishes to help every customer

who has a concern with their merchandise and we apologize that we have no

further recourse to offer relating to this customer’s specific concern.

Kind Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:We purchased the goof proof protection plan which states to report STAINS or DAMAGES within 14 days of occurrence which I did. The goof proof representative says this is not an accident and damages are to be handled by Bob's Discount. The customer care representatives at Bob Discount were very professional and helpful. When I called the first representative, He stated that they will send a technician out to my house to fix it and it is easily done. I was thrilled so when I called back with the information he needed I was directed to send photos of the markings on the sofa which I did. When no one called back or contacted me with an email I RESENT IT and called Bob's Discount Ce again. Then, I was offered a new sofa piece due to the fact that unfortunately, Bob's Discount does not have any means to fix this and they unfortunately gave me the wrong information about the technician. I am sending proof of phone calls and emails since you state you have no record of me doing any such action. I am very organized person who asks for names when I speak with people as I listed the names in my previous email. If you speak with your employees I am sure they will tell you the truth that they were going to fix the stain first and then give me a new sofa piece when they realized that they cannot do that.

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

We will not be offering to send out a technician to this customer’s

residence for the various reasons already communicated within our previous

responses.

We have offered to work as a liaison between the customer and the

company who manages the protection plan she purchased and it appears that the

customer is still unwilling to communicate what type of accident occurred to

the merchandise to cause this concern.

As a final option for resolution we can offer to cancel the

‘Goof Proof’ plan and refund the purchase price paid for the extended

protection plan ($149.99).

Should this offer be accepted a corporate check (within 7-16

business days) will be mailed to:

As this plan is over 4

years old this is a more than accommodating

offer of courtesy on our part. Bobs Discount Furniture has no direct recourse

to offer relating to this merchandise and as the consumer refuses to submit an

accident claim for damage having this accidental protection plan will not

benefit her.

Thank You,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

Dear Revdex.com, We accept the check in that amount of $149.99 as stated. The Goof Proof plan seems to view this as something that is purposely done and we do not see a need for the plan. Thank you for your cooperation in this manner.

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 bought 2 couches and a recliner from BOB'S Furniture in April ,2013 and just a while ago the springs in the cohions started poking people in the butt. We called them to come out and check them along with my recliner because the leather started to wear through in areas where it should not have. They called the office and then put me on the phone and I was told that the cushions would be replaced in 3 weeks and the recliner would only take a few days. The recliner came and was put together by the young man and come to find out it did not have a clamp that held everything together. So I called the company and they are replacing the recliner by the 12 of this month. But the replacement cohsions wont be replaced till Marched 6th ,2015. We were not told by the company that it would take so long if anything went wrong and I am having people over for a Christmas party and no place for people to sit. We were told that if we wanted to replace the couches it would cost us more money for the protection plan on them again. So they are telling me that I have to wait 5 months to get relacements or exchange the couches and buy a new protection plan even though I have one that should carry on to the new ones.That is money we do not have ($100.00 ) and if we do this that means someone will not get a few Christmas gifts. Thank You [redacted]

Business

Response:

Good Afternoon Revdex.com,

Please pass on my apologies to our

customer for the disappointment he is currently experiencing with his

product.

The customer’s recliner was

replaced utilizing the [redacted] Plan he purchased from us. The [redacted] Plan allows for five years of unlimited parts and service or a one

time replacement outside of owning the merchandise for a period of one year. The

customer no longer has [redacted] Protection on the recliner due to the [redacted] agreement of one time replacement being fulfilled on the

recliner.

Our records indicate that the

other living room items were delivered to the customer on 04/05/2013 and his

report of concern came to us on 11/04/2014. At this time the customer was past

one year of ownership therefore we start offering protection under the [redacted] Plan the customer purchased for such occurrences. Should the

customer wish to use up his one time replacement option for an even exchange

(like he did on the recliner) on the sofa and the loveseat that is certainly

his right. We always recommended parts and service as the best route for

resolution since this avenue keeps the protection plan active on the

merchandise. We apologize that there is a delay in container shipment from the

overseas vendor and if we could get the parts any sooner we most certainly

would.

Should the customer be unable to

wait for the replacement parts to come in he may contact our Customer Care

Offices (###-###-#### –Mon-Sat/ 6:30am to 8:00pm) and initiate his one time

replacement option under the [redacted] Plan that remains active on this

sofa and loveseat.

The five year protection plan is an option on all purchases and

not a requirement. The customer is not being forced into “re-purchasing” it on

his newly delivered items should he decide that a replacement of furniture

suits his needs more so than the option of replacement parts.

As the customer was charged $129.99 for a five year guarantee on

merchandise that retailed for $1,097.00 we do believe it is obvious as to why a

replacement of an item (including the cost of delivery) fulfills the contract

of the plan. We stand behind the value of our [redacted] Protection Plan

and its option for a one time replacement only.

Kind Regards,

Bobs Discount Furniture

Review: I purchased the reclining sofa and rocking reclining love seat along with two recliners in 2010. The mechanisms broke within I believe a year or so. I spent at least 40 HOURS on the phone trying to get someone to help me. It was my luck that I purchased the set when they changed companies who guaranteed the furniture I purchased and neither of the companies had my furniture under warranty. Finally, after wasting 40 hours of my time, which I shouldn't have had to, Bob's came out to fix the problem. When the repair man was here I expressed my concerns how a spring had fallen off my couch and the couch was sagging. He told me to call and they would re-stuff my furniture. I called and made an appointment. Again, it was just my luck that the day the person was supposed to come to repair my furniture we had a major snow storm and they had to cancel. I was told they would re-schedule with me for another date. Unfortunately after that I have had several tragedies occur within months of each other including my mother having two strokes, a sibling dying, my husband finding out he had stage 5 kidney disease and is now on dialysis and my son passed away 6 months ago at the age of 24. My warranty expired 1 month after my son passing away. I now have a living set that I paid a lot of money for that has been unused for at least two years because I had to take it out of my living room. I have once again spent numerous hours on the phone with customer service and they agreed to come look at my sofa. The certified technician said it was not able to be fixed whatsoever. So, now I am stuck with a living set that I might have received two years worth of use, they refuse to let me talk to anyone beyond customer service and will not even give the number to anyone in the corporate office and said their decision is final. I have purchase at least $5,000.00 of furniture from Bob's and I am applauded that I can't even get through to the corporate office because they are instructed not to let any customer call with complaints. If I honestly believed I was at fault I would not even address the situation, but I know I was sold a living set that was junk from the day they delivered it. I just want someone from corporate office to call me, listen to my complaint and live up to the standards they claim. I don't think any consumer should have to spend two weeks of their time being placed on hold constantly and then having someone claiming to be from corporate office say her decision is final and I can not to speak to the CEO or the COO of the company because they are too busy for complaints like mine. Isn't that what Corporate Office is for?Desired Settlement: I believe Bob's should repair or replace my living set considering it has barely been used and is not able to be repaired. Obviously it was junk from the day it arrived in my home.

Business

Response:

Good Afternoon Revdex.com,

I have spoken to this customer

directly, prior to receiving this Revdex.com claim, and have fully resolved the

associated concern.

At this time we consider this

concern closed as resolved.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased my couch and my bedroom dresser from Bob's in June. I found 2 rips in the couch and one of the drawers on the dresser came off the track. I called up Bob's customer service as soon as I saw the damage. They sent over a technician who assessed the damage and he told me that Bob's would call me within 24 hours confirming that they would send over 2 new covers for the couch cushions that were ripped and a new track for the drawer. I never got a confirmation call and I never received the items they said they would send. I called back explaining what had happened and they apologized. They explained that the new track for the dresser was back ordered until april and I had to wait until then to fix the drawer. They said they would send the new covers for the couch cushions within 3-5 business days. It has been 7 business days and they have yet to be delivered. I am very disappointed with their customer service. I think it is outrageous that I am left with a broken drawer for the next four months and that there is nothing that can be done. It makes it very hard for me to believe that they have the customer's best interest at heart.Desired Settlement: I would like Bob's to repair all the damaged items in a timely fashion.

Business

Response:

Good Afternoon,

I have spoken with [redacted] regarding these concerns. We have agreed that exchanging her dresser is the best option in lieu of her having to wait so long on that part order. The casing part for her sofa will remain on order and [redacted] has been provided my direct phone number for future use relating to her sofa. I will personally be handling [redacted]’s account to ensure she receives the best care possible.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I went into Bobs discount furniture store and picked out a bedroom set and put it on layaway 6/14/14. For the last 5 months I put money each month on the bill. The store has also called to let me know I did so. However Today 11/19/14 I went into the store to pay the remaining balance and set up delivery . [redacted] (manager) and [redacted](sales consultant) were present and told me that the furniture is no longer available for delivery because they don't have it anymore meaning the the [redacted] collection furniture is no more. I asked how you could sell the furniture I paid for and there response was sorry we don't have it. Totally unacceptable and they asked if I wanted to pick out something else. No I said to return my money immediately, they said I would have to get a refund by check that is going to take 14 days? They took my money knowing full well I would not be receiving any furniture in the end. A true fraudulent scam. I want something done. There is a total lack of communication and no one is admitting any wrong doing.Desired Settlement: I want a letter of apology and for them to change the store policy saying there is NO layaway because the furniture will not be there when you pay it off.

Business

Response:

Good Morning [redacted],

We are truly sorry that the

merchandise you set out to order became unavailable to you. I completely understand

your frustration and disappointment and assure you that Bobs Discount Furniture

does not routinely set out to make agreements with our customers that we

believe will fail.

Bobs

Discount Furniture does not offer “Layaway”; we provide a program called ‘Price

Protection’ which is what your order was written under. The price protection

program is designed to be used for customers who do not have the money to pay

for an order immediately or do not want delivery within four weeks. It is

similar to a layaway; however, the furniture is not reserved for the customer

during the time of the price protection. The price of the furniture will be

locked for the customer for up to one full year. If the price increases the

customer is protected and the price of their order will remain the same. The

customer can not receive delivery until the merchandise is paid in full. I have

included a copy of the ‘Price Protection Agreement Form’ that you signed on the

day of purchase and this form clearly indicates that the merchandise will not

be held specifically for you like a “Layaway” would. In no way does this policy

or document depict that we are offering the service of “Layaway”. I can also

understand your aggravation with waiting on a check reimbursement from the

payments you made on the sales order. This policy and procedure for refunding

cash or check payments was provided to you via your original sales invoice that

you received at the initial time of sale.

Again

we are very sorry if there was any confusion presented during you time of sale

on our end and we will address the retail location you specifically worked with

as to why you were not made aware of the change in Inventory Status when the

merchandise became unavailable to us. I do believe this change was very recent

and as unexpected to us as it was to you. There are many things that could have

occurred to make this change like the vendor going out of business or the set

being dropped from the manufacturer’s production line. As the retailer, it was

never out intention to disappoint you.

Kind

Regards,

Bobs

Discount Furniture

Consumer

Response:

Review: [redacted]

I am rejecting this response because:The letter that Bob's Furniture Store replied with is NOT what I was told at the store at any time. The PRICE PROTECTION AGREEMENT form that is attached was NEVER given to me to sign or did anyone in the store explain Bobs agreement with the customer. They clearly stated it was a layaway & not anything different. Nor is in the store anywhere to be found, signs that state what Bobs Furniture is calling a "Price Protectio Agreement." I am totally upset by the tactics used to lure people into their store. No one in the [redacted] Bobs Furniture Store that I spoke (which was at least 10 different people explained your so called policy nor did I sign this agreement that you attached!

Sincerely,

Business

Response:

Good Morning [redacted],

Again, we are terribly sorry that we were unable to fully deliver

the merchandise that you had on ‘Price Protection’ with us. We have completed

extensive research and follow up with our retail location to ensure that they

are always honoring the policy that we have in place which includes the

agreement I had previously attached.

In regards to how we communicate the ‘Price Protection’ agreement

to customers other than the formal agreement form being filled out:

I have attached a copy of

your original signed sales invoice that denotes (right side) that this is on a

‘Price Protection’ delivery block and I have also attached the trifold that I am

certain your original documents were handed to you in, that indicates clearly

that our ‘Price Protection’ is not a layaway program.

As I was not personally present at the time of sale or during the

interactions you had within our retail location I am unable to work strictly

off of the alleged experience you cite to have had during the period you were

making payments on this sales order. I have been with our business for nearly

ten years and this is the first time I am learning of an unhappy customer who

has purchased by way of ‘Price Protection’. On an extremely large scale the

appropriate procedures we already have in place for this option are being

followed.

I am certainly not denying the fact that in your specific scenario

our retail location made a mistake by not properly having you fill out the complete

agreement form and we have addressed this need for coaching based off of your

feedback. We appreciate your escalation of this concern and thank you for

taking the time to bring this failure to our attention. We remain disappointed that we were unable to

provide you with the merchandise you selected and as a further form of apology

we can offer you a $75.00 Bobs Discount Furniture Gift Card. We do hope you

will accept this apology and see it as our attempt to offer you a cash and

carry accessory (lamp, picture frame, accent table, home décor, etc.) from our

showroom as a most tangible apology.

Kind

Regards,

Bobs Discount Furniture

Consumer

Response:

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

I feel that going back and forth is no longer a resolution. I will accept the fact that you acknowledged the store made numerous mistakes and I will accept the $75.00 gift card toward a future small item.

Sincerely,

Review: Bob's delivered a defective couch. They were scheduled to come back and deliver a non-defective product, but came back three times over the course of ~2 months and each time they returned, the merchandise they had with them was defective each time.

After the fourth time, we decided as customers not to waste any more time waiting for them to deliver a couch without a defect. They said numerous times we were entitled to compensation for our troubles/the defects. Upon calling, I found out that they can only offer gift cards to Bobs, and additionally that we were only entitled to a refund on the delivery charge.

The minimal compensation that was offered was not consistent with what was promised. There should not be a delivery fee regardless, since it took four times (hours of days that we had to wait home for). The compensation does not reflect the fact that the furniture is still damaged, in addition to the amount of time that we have wasted dealing with this company.Desired Settlement: We would like $400 refunded back to the account - Not gift cards.

We paid for a couch that is still damaged. We gave the company four attempts to deliver a non-defective product, and after the several days wasted time we still have two easily-identifiable defects.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the continued

inconvenience the multiple delivery attempts and damaged product has continued

to cause our customer.

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. In the event that the customer accepts a damaged product in ‘as

in’ condition we can absolutely research what we refer to as a ‘concession to

keep’. This is essentially a further discount off of the price paid for the affected

item. Regretfully neither our records nor the customer’s claim reflect what the

current concern with the sectional delivered on 10.24.2015 is. Please ask the

customer to submit a more detailed description of what they are asserting the ‘defect’

is along with some photographic evidence (via Revdex.com) and at that point our

business can make reasonable offers for concession to keep. Normally this

concession is offered in the form of a gift card however in this customer’s

individual case we do understand and accept ownership for our failures and can

make an exception and provide the future offer(s) as a form of refund to the

original method of payment.

Please note that as a business it is always our goal to honor our original

promise to our customer and provide them the merchandise selected in the

excellent condition expected so if the current damages can be repaired with

service or factory fresh parts/installation we will also advise of these

options for recourse. Once the pictures and report have been reviewed we will

respond with any and all avenues available for resolution (including concession

to keep as is).

In regards to the compensation end of our customer’s concern

we absolutely appreciate why the customer feels they are owed something as an

apology from our business and have worked outside of our normal policies in an

effort to satisfy this customer with the offer to refund the delivery fee paid ($129.99).

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

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

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

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

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

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

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

monetary amount. As indicated- I can personally identify with a consumer’s need

for a compensation apology however we have already worked at a higher level to

make exceptions for this individual outside of our policies. Any compensation

agreement is to be discussed after the customer has been fully satisfied with

the merchandise they paid for and a form of apology is usually processed by

gift card only, for this customer we offered a monetary refund amount on 10.26.2015

and are willing to provide the concession as a refund once all documentations

are reviewed. Working beyond a structure that is set in place to keep things

fair for all consumers is a retailer’s way of applying empathy and accepting

responsibility for a customers concern.

I apologize again to our customer for the disappointment we

have caused and look forward to receiving the requested information so that we can

help our customer move forward.

Kindest regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: We purchased a bonded leather recliner and within less than 3 months the leather started to peel off on the headrest and seat. We contacted Bob's they sent out a tech and we are told it is not repairable and is not a manufactures defect. We cannot get any info as to why they are not standing behind what they sell. Is their not a reasonable amount of time to expect a new chair to last. The chair was purchased for an adult weighting 150 lbs and he has not peeled the leather off. Do we have any recourse.Desired Settlement: Replacement with a non peeling chair or a refund.

Business

Response:

Good Morning,

I spoke with Mr. [redacted] on Monday 12.16.2013 and offered two options for resolution. We are prepared to exchange this chair for him or allow Mr. and Mrs. [redacted] store credit to reselect another item. On Monday, Mr. [redacted] explained that he would like some time to review these options with his wife and contact me back. As several days have passed I have contacted Mr. [redacted] again today (Friday, 12.20.2013) and left him a voicemail asking that he return my call so we can resolve this concern for him.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased a couch from Bob's Discount Furniture in August 2011. When I purchased the couch I also purchased the Goof Proof plan which I was told would cover ANYTHING that happened to the furniture for 5 years. Now, less than 3 years later, my couch is literally falling apart at the seams and I was told by the Goof Proof protection people that the damage is not covered because it is a manufacturers defect, not man made damage. I called Bobs and was advised that the manufacturers warranty was only for one year and so there was no coverage. I was further advised that if I still lived in the same location as I did when purchased the furniture, Bob's would send someone out to inspect the furniture and see if they could fix it. However, since I moved 2 years after I purchased the furniture, they could do nothing. No where in the paperwork that I signed when I purchased the furniture did it say that moving would void any warranty. I have never seen such poorly made furniture and I want Bob's to repair my couch. Please help me.Desired Settlement: I would like to damaged portions of the couch repaired or replaced.

Business

Response:

Good Morning [redacted],

I apologize that you are experiencing any feelings of

frustration while seeking to get your concern resolved through Bobs Discount

Furniture. I do understand how the Goof Proof protection can be confusing for

our customer’s to navigate and I assure you that here at Bobs we care very much

to resolve our customer’s concerns.

Our records indicate that this furniture was delivered to

you on 7.27.2011 and in nearly three years you have not made us aware of any

concerns with your merchandise. I am truly very sorry that you are so disappointed

with the way your furniture has worn over the past years of use; however seam separations

are rarely a damage that just appears as a result of a one time occurrence. Had

we been made aware of this concern earlier on we may have been able to offer

you the assistance you are currently seeking. The Goof Proof Plan you purchased

through us in 2011 is one that is geared towards repairing or replacing your

furniture as a result of accidental damages only-This purchase did not extend

your manufacturing guarantee through Bobs. The ‘Best Effort’ service that we

offer to our customer’s is provided at the original delivery address only for

liability reasons and is under our discretion to offer as a courtesy when a

customer is outside of their established warranty period. As a precautionary measure all businesses must

ensure that they are not causing themselves more cost by offering to repair products

outside of their warranty period and this is one of the many reasons we offer

to provide this service at the original delivery address only. I apologize to

you that you do not qualify for resolution under our ‘Best Effort’ program and I

am embarrassed that this avenue was even brought to your attention as I can see

not being eligible for this service has caused you much more frustration than

you were already experiencing.

As consumers we don’t always remember how much we actually

use our products on a daily basis and any home furnishing, bought from any

retailer should be expected to show signs of wear and tear after several years

of use. As a furniture retailer this is a situation where we would normally

have no recourse to offer you. Because we are Bobs Discount Furniture and we

empathize with all of our customer’s concerns we can offer to review photos of

your merchandise concerns in their current state and discuss what, if any,

repair recourse we may have to offer you if your new address is still located

within our service area.

If you would like us to look further into your claim by

reviewing these pictures please attach a minimum of three (3) photos to your

response through this channel.

Review: I ordered two couches and one love seat on August 16 and was told one couch would be delivered on September 24, and the remaining couch and love seat would be delivered on October 11. Nothing has been delivered and I am now told that everything should "arrive" at the store on November first - with no delivery date. Absolutely ridiculous. I can't understand how this place stays in business.Desired Settlement: Actually delivering what I purchased.

Business

Response:

Good Morning Revdex.com,

I reached

out to [redacted] today (10.14.2014) by phone and left him a message with my

direct contact number for return call. I do hope to speak with him soon and I am

genuinely very sorry for the unanticipated back order on the merchandise he has

been expecting to be delivered.

Our retail

location has made several changes to this order from its original status and

regretfully I cannot update this account any further without first speaking

with [redacted] and then verifying all information through our retail

location.

I am

currently awaiting the customer’s call back to me and apologize again that we

have caused our customer any inconvenience during this purchase.

Kind Regards,

Bobs

Discount Furniture

Review: Bob's Discount return policy is extremely vague and somewhat deceptive to customers

On June 2, placed a large order ($6,622) at the store in [redacted], NY. The sales associate advised that the return policy was very flexible and can be returned within 30 days of receipt back to the original payment method. On 6/27 received most of the items. On 7/6 after reviewing the pieces, we decided that we did not like a mirror and leather ottoman we ordered. We called the store for arrangements to return these 2 items (total $500) and they advised that it would only be a store credit. I reviewed the return policy on the sales receipt and online (www.mybobs.com/faqs) and it did not state clearly that my only option was a store credit (see below copy of the return policy on their website). A customer service manage was supposed to contact me to discuss and after waiting several days I never received their follow up call. Very disappointed with Bob's as their reputation of being very customer service oriented seems to be false...

"For any refund you may accept a Bob's Discount Furniture Gift Card. For non-gift card refunds, except as otherwise noted, we will immediately credit the same credit card account on which you charged the original transaction, or we will mail you a refund check from our Corporate Offices within fourteen (14) days if you had made your payment by cash, check, traveler's check, money order or debit card. We will only issue checks to the person(s) listed on the original sales order."Desired Settlement: I want them to pick up the 2 items in questions and refund my credit card the full total ($199 for the ottoman and $299 for the mirror) plus applicable tax.

Business

Response:

Business Response /* (1000, 5, 2013/07/17) */

Good Morning Mr.[redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and was pleased to learn that your complaint was addressed by customer care on, 7/11/13. Customer Care agreed to allow the return of the ottoman and mirror for a refund as opposed to a store credit. To complete this process please contact the store to provide your credit card information.