Bob's Discount Furniture

Review: I purchased an adjustable bed because of my disability. The beginning of Oct the hydrolic lift on the bed broke and I called Bob's. They told me it was no longer under warranty buat they would give it to me anyway , free of charge. They said it was coming from Viet Nam and could take up to two month's. I waited the two months without a part. I called to ask them to track it and they told me that it was never ordered. They re-ordered it and said it would take another three to four weeks. It still didn't come I called again and Dave in customer care told me it was due to arrive the next business day. a week later I called again and they said they would over night it by fedx. It didn't come I need the lift for the bed as I am disabled. Please fix this problem.Desired Settlement: It to be taken care of ASAP

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies for the extended wait time

our customer has endured on this courtesy part order. We certainly thank our

customer for communicating the information they were provided to us via the Revdex.com

so that we can ensure our agents are adequately coached on their failures.

Our records indicate that this customer should receive their part

order no later then the end of the day on Monday February 1, 2016. The customer

can reference this UPS shipment under tracking number:

Review: For the past year, I have been trying to replace a damaged cushion on my Bob's Discount Furniture sofa. I had brought the cushion into the [redacted] location and the manager, [redacted], admitted that the cushion looked to be the product of a defect in the manufacturing. I repeatedly have called Customer Care and they have not been willing to listen to the issue. I am often hung up and do not receive any information beyond "this is store policy."

Last year, the customer care person did not report my claim properly and now I have been told that as it is into the 3rd year, my claim my not be valid or covered by the warranty. However, this is due to Customer Care not listening to the issue last year.Desired Settlement: I would like a new couch cushion, which is sold retail for $137. I paid $500 for the sofa and I do not think that I should pay to repair one cushion.

Business

Response:

Good Afternoon [redacted],

I’m so sorry to learn of your disappointment

and the poor service you cite to have received from our Customer Care Offices.

Please correct me if I am wrong or not grasping the full extent of

your complaint:

Your account indicates that your concern

has been fully addressed as of 8.12.2015. Service order number: [redacted] displays

that we placed an order for one (1) ‘seat

casing and core’ with the overseas manufacturer of your product. Please know that we sincerely wish to make our

customer’s concerns right while balancing the needs of our business.

At this time the part is on order for the “1

cushion” as you have requested, is there another concern that I can be of assistance to you with via this mediation

channel?

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: We had a delivery scheduled for 8/11/2014 where we asked at the store to give 30 minutes notice before the truck has arrived. We received a phone call between the scheduled window without any notice that the delivery truck was outside for delivery. I asked them to wait until my wife arrived to let them in. As soon as she arrived (about 20 minutes), she tried to stop them but they drove away with our furniture. Also, when we called the main office, we learned that not all of our furniture promised was being delivered. Our table was not even being delivered and we were expecting it. They gave us no notice about this.We then had to reschedule to 2 different days since only part of our order could be delivered. If we had know the table would take so long we would have bought it somewhere else.Desired Settlement: I would like some sort of credit or discount for all the extra time wasted because we now have to lose money by missing work to be available for the driver (when there was someone there to let him in).

Business

Response:

Good Afternoon Revdex.com,

I am very sorry for the failures that our customer

has had to endure based off of our errors. We expect all of our professionals

to behave in the most caring manner while ensuring our customer’s requests for ‘call-aheads’

are honored. We anticipate the agreements with our customer during their time

of sale to be upheld with a constant display of ownership and responsibility. I thank [redacted] for bringing these failures to

our attention so we may have the opportunity to address the obvious coaching

concerns we have. I assure this customer that Bobs Discount Furniture cares

very much for his concerns and our intention was never to create inconvenience

for him during his Bobs experience.

Bob’s prides itself on providing

our customer quality service and the best value product for the price. Our

primary focus is on ‘Making It Right’ so that our customer is satisfied with

the product that they have purchased from us. We currently have a delivery

scheduled for today (8.15.2014) to resolve this concern. [redacted]’s account further

reflects that the dresser we planned to ship to him today was damaged during

transit and we spoke with him earlier today to schedule a new delivery date of

8.26.2014 to resolve the current concern with that specific item. Again,

certainly not our intention to take up more of [redacted]’s and his wife’s valuable time

and we thank him for his extreme patience with us while we work to make our

failures right by him.

While it is not normal procedure to do so, I

recognize that we have caused our customer a great deal of inconvenience. For

that reason, I have made a note that once we have made everything right, we

will review this customer’s account to determine if further action should to be

taken. Please advise this customer that upon completion of their delivery, the

driver is expected to call into our Customer Care Department to allow us to

speak directly with them. If our customer still believes that further

resolution is needed to rectify this concern we can discuss what, if any, further

resolution will be offered at that time.

I genuinely apologize again for the impression our

customer has been left with of our business.

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I ordered a bedroom set from Bob's Discount Furniture on February 17th. After we had already placed the order, we were told the the entire set wouldn't be delivered at once. The bed and nightstand were delivered on March 2nd and I had to schedule the two dressers separeately; one for the weekend of March 16th and the weekend of March 23rd. I was already frustrated at this point because it was going to be over a month before I received the full set. On March 15th, I get a call from our sales person that the piece that was supposed to be delivered on the 16th was no longer coming. They wanted to schedule it to be delivered for the end of March/beginning of April. I told them I was going to be out of town and would have to get back to them. So I called a day or two later and the person I spoke to told me they could bring the rest of my bedroom set on March 23rd. I also received confirmation in the mail that the rest of the set would be delivered this day. On March 23rd, the delivery folks showed up, but only had part of my order. I was furious, so I called the store to ask where the rest of my order was. When I called, they didn't seem shocked that the one dresser wasn't delivered, because it was apparently out of stock and wouldn't be in until the middle/end of April. No one seems to think that this is a problem at the store. They just keep saying, sorry for the inconvenience. So I won't receive my entire purchase until 2 plus months after I placed the order. I just bought a house, and had no previous bedroom furniture, so this has been the biggest inconvenience. I will never buy from this store again, even if they do have a better price. I will pay the extra money just to get better service and my order within a reasonable time frame. I even wrote a response on the mybobs.com website and no one has contacted me about my dissatisfaction.

Desired Settlement: Since I have kept the portion of the set I do have, I understand I can't be fully refunded, but I do think that my entire order should be significantly discounted. Comping me with furniture won't be acceptable, as it probably wouldn't be delivered on time anyway.

Business

Response:

Business Response /* (1000, 5, 2013/03/29) */

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the merchandise delay and inconvenience.

Our records indicate that you have canceled the chest off your order and the credit was applied to your Wells Fargo finance account. The TV chest is scheduled for delivery on, 4/20/13.

When merchandise is on back order we are provided an expected date of delivery from the manufacturer; for reasons beyond our control this date is subject to change thus inconveniencing you, our customer. I apologize for the promised and expected delivery dates, which resulted in the furniture not being delivered.

Bob's Discount Furniture appreciates your patience and business; Once the final item has been delivered we will discuss compensation.

Consumer Response /* (3000, 7, 2013/04/02) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

There is nothing being offered and they still expext me to wait until the end of April for the rest of my bedroom set. They have even more incorrect details. I never ordered the chest; I ordered the tv chest in place of the regular chest. So I'm not sure what type of credit they think they gave me. The regular chest should have never been on my account. And if their manufacturers take 2+ months to make a piece of furniture, maybe they should look into other providers.

Business Response /* (4000, 9, 2013/04/08) */

I apologize for the merchandise delay and inconvenience. Your last response states, "They have even more incorrect details. I never ordered the chest; I ordered the TV chest in place of the regular chest."There is no inaccurate detail, "The TV chest is scheduled for delivery on, 4/20/13."You may continue to wait for delivery of the TV chest, cancel that portion of the order for a refund or reselect to a different TV chest that is in stock. As previously stated, "Once the final item has been delivered we will discuss compensation".

Consumer Response /* (4200, 11, 2013/04/09) */

(The consumer indicated he/she DID NOT accept the response from the business.)

You do have inaccurate details. You mentioned that I ordered a chest and cancelled the order, so you therefore gave me a credit. Sounds like you made a mistake in placing my order, and had to cancel it and therefore had to give me a credit.

Why would I order a TV chest that is in stock that doesn't match the rest of my bedroom set?

I'll wait for the tv chest to be delivered. However, I feel that at this point, I shouldn't be charged for it. If you agree not to charge me for it, I'll be satisfied.

Business Response /* (4000, 13, 2013/04/11) */

I apologize for any misinformation regarding your order. We are happy to know that you will await the arrival of the TV chest.

We are unable to give you the chest free of charge however, we will discuss compensation after the successful completion of delivery.

Consumer Response /* (4200, 15, 2013/04/15) */

(The consumer indicated he/she DID NOT accept the response from the business.)

I received a call on Saturday, 4/13/2013, stating that my TV chest is going to be delayed yet again. I therefore, will not have the chest until May 4th. I refuse to pay for it at this point and also expect an additional discount on the remainder of my order for the extreme inconvenience this entire process has been. If you will not agree to the above, then you will need to come collect the entire purchase and credit the entire bedroom set back to my account, as well as credit me back the payment I've already made on the account. I also refuse to pay any type of restocking fee.

Business Response /* (4000, 17, 2013/04/18) */

I apologize for the continued merchandise delay and thank you for your patience.

We will be happy to refund half the cost of the chest ($149.50) in addition to a partial delivery refund ($50.00); The alternative would be to cancel the chest for a full refund and offer you a $75 gift card to be used toward the purchase a newly selected item. Unfortunately our refund policy applies to undelivered merchandise therefore, we are unable to honor your demand for a refund of the items that have already been delivered.

Consumer Response /* (4200, 19, 2013/04/23) */

(The consumer indicated he/she DID NOT accept the response from the business.)

As I stated in my last response, your options are to either not charge me for the chest at all, in addition to a discount off the rest of my order or to come pick up the entire order and credit me back for the entire purchase. I will not accept credit towards your store. I stated in my original complaint that I would never buy another item from your store, making credit towards your store unacceptable.

Review: To Whom it May Concern, I'm writing to complain about a set of Bob-o-Pedic twin mattresses I purchased for my sons on March 10, 2012. The mattress sets I purchased were $399.00 a pair plus tax for total of $901.82. The reason for my complaint is that I recently unzipped the mattress covers to put them into the wash, when I discovered horrifying black mold in both mattresses where the rubber backing meets the cloth material inside. Not one but both sets were severely infested with mold. They both had been in bed covers I had at home from their previous twin mattress sets. When I called Bob's to complain they told me the warranty was no good that this was an environmental issue not a manufacturing one. First of all I have central air and my house is temperature controlled. Secondly, none of my other furniture has sprouted black mold and lastly, this seem to be a common occurrence with these mattress according to the hundreds of complaints on-line. I truly cannot believe they are still manufacturing these illness traps. I laid on the mattress myself and had developed a rash on my face before finding out what was in them. Worst of all is that my autistic twins were laying on them for this long and were unable to complain about the problem. How could they; the mold was all well hidden inside. I have other foam bedding in my house with NO MOLD at all. This has to be a manufacturing issue, as people complaining on-line have reported seeing mold; as early as, 2 weeks after purchase. I have been a long time Bob's furniture patron but they need to do right by their customers. This is a health hazard and it is unacceptable for Bob's to just turn their backs on their consumers and blame them for this problem.Desired Settlement: I would like Bob's Discount Furniture to refund the purchase price of these mattresses. I bought the mattresses in good faith, feeling secure that if anything happened with them we would be protected with the 20 year warranty. Instead I'm basically being told, it's my fault and for my family and I to continue ingesting black mold. My sons are currently sleeping on inflatable mattresses. This is just not right. Thanks you for your time and attention.

Business

Response:

Good Morning Revdex.com,

Please pass on our apologies for the frustration and the alarm

this mold issue has caused to our customer. There is a vast amount of public

knowledge available that discloses the fact that with any foam mattress a

concern of mold is related directly to the product’s environment.

Mold is a fungus found in areas

that are mostly dark and moist with very little sunlight and little to no air ventilation.

Fibers and foams like those found in mattresses can be common places that

support mold growth. If our customer is wondering how,

why there is moisture within or under this mattress the simple answer is that

the came from the sleeping person’s body.

Everyone sweats in their sleep,

some, more than others. Having been a salesperson for Bobs before, I have spoken

to several customers who say they can sweat up to a pint or more during the

course of an evening. When given this information from my customer I would

usually lead them to either a more traditional innerspring mattress or a latex

mattress. Through out the course of a night the body temperature

rises and the human body perspires in order to cool it back down. During this

process the body gets rid of a great deal of water. Ultimately if moisture gets

beyond the bed sheets and/or the bed protector the mattress acts like a sponge

and absorbs the moisture. Please note: this customer’s original sales order

shows no purchase of a waterproof bed protector from Bobs Discount Furniture.

This issue is also not directly related to our brand of memory

foam mattress (Bob-o-Pedic) and it is reasonable for any retailer to assume

that their customer has done the appropriate research to satisfy their own

needs for information prior to purchasing any product. A retailer cannot be

responsible to advise every consumer how the specific merchandise they have chosen

to purchase will react within their specific home environment because the sales

person is not actually going into that specific environment and inspecting it

while selling a product.

These products are not defective and our business has not

failed our customer, we are unable to take on full ownership or responsibility for

a concern of this nature. As a one time extreme courtesy we have uploaded a

Bobs Discount Furniture Store Credit (for the price originally paid on this

product –Bedding only-) to this customer’s

account. We are unable to take the moldy mattresses from the home however the

customer can use this Bobs Discount Furniture Store Credit towards the purchase

of new bedding. We highly recommended that this consumer does not select

another memory foam mattress as the original has not reacted well in this

environment. Should the customer decide to maintain memory foam mattresses in

their home and this same concern arises we will be unable to offer any recourse

as this is not the result of a defect in the product itself.

The customer can access their store credit of $798.00,

under this credit number: [redacted], within any of our Bobs Discount Furniture

Showroom locations.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: I am writing this complaint for my mother in law, she does not speak english. She thought she financed 2 bunk beds. After reviewing her paperwork I see that she did not only not buy her furniture, but she leased it with an inflated balloon interest rate. She requested a spanish speaking salesperson and the salesman said there is no one there that speaks spanish. The salesman assured her everything was good and coerced her to sign then contract then and there. After further review one of the contracts has her signature that she did not even remember signing and looks very different from her signature.Desired Settlement: She would like to return the bunk beds and receive a refund on her deposit and the payments she made on the bed.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies to the customer and their in law

relative for the concern they have existing. The customer signed an agreement

with an entirely separate company from Bobs Discount Furniture – the agreement

that the customer’s relative is referring to signifies that it belong to the

Acceptance Now Company – not Bobs Discount Furniture.

Having been a sales person myself I can confidently state that

this type of agreement is commonly reviewed with an Acceptance Now

Representative and signed with an employee from that company directly. We do

not train our sales professionals or customer care agents on the inner

workings, terms, or conditions of this contract as it is a document that our

company is not authorized to manage, update, or change in any way.

Our records show that the furniture purchased was delivered in

August of 2015 and we haven’t been made aware of any damages to the furniture

or defect concerns since delivery.

We are unable to approve a return of this merchandise or arrange

for a refund of monies that the customer has been paying to the Acceptance Now

Company directly.

Kindest Regards,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: Bought nearly $3000 worth of beds and furniture at Bob's in [redacted]. Merchandise was delivered. One of the beds was damaged and the bed frame defective. Made arrangements to have bed exchanged and bed frame service. Delivery was scheduled to be no earlier than 8 am due to building restrictions. Assured that would be honored. Delivery arrived 730 am and would not reschedule even though had been promised restrictions would be honored. Service for bed frame found frame to be defective. Spoke with [redacted] a supervisor who assured us she would take care of things and contact us Monday, Aug 4. Call never came. Advised bed frame could not be replaced until Aug 30 at earliest. Instead arranged for bed frame to be returned for full refund to credit card used for purchase. Made several phone calls to second supervisor [redacted] to provide cc # for refund. Calls were not returned. Arranged for damaged bed to be replaced, again advising of building restrictions. Told again they would be honored. Received call on 08/06 advised delivery would be 1-4, exactly when we had told Bob's it would not be possible due to restrictions. Called and spoke with [redacted] now 3rd supervisor. [redacted] advised she would try to get time changed and offered $100 credit off $3000 bill. No offer of refunding delivery fee or any other compensation. Spoke with [redacted], upper mgmt, who was able to move time and offered to refund delivery fee only $229.90 but would not do so until delivery took place 08/07 am. Have now left messages for [redacted] as he did not call as promised. Computers do not pass on notes on accounts to delivery depot. Customer service does not return phone calls when promised. Hold times unacceptable (40 minutes yesterday, avg 20 on other calls)Desired Settlement: Full refund for Dalton bed frame $550+6%MD state tax = 583 onto credit card as promised by [redacted]Full refund delivery fee $229.90 as delivery was not completed satisfactorily onto credit card as promised by [redacted] ###-###-####$500 reimbursement for amount of time wasted on phone plus aggravation for defective products, damaged products, abysmal customer service-onto credit card

Business

Response:

Good Morning Revdex.com,

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

terrible experience that she and [redacted] had to endure during their purchase and

delivery process from Bobs Discount Furniture. I assure [redacted] that her concern

is very important to us and we have most certainly followed up on the alleged

lack of service she cites she has received from our higher levels of customer

care. We do not find a lack of attention or follow up to be a good

representation of adequate customer care.

In researching our customers account I can confirm that the

refund for the bed and the delivery fee have been properly authorized and

refunded from our systems. Please know that in the case of the delivery fee

refund we worked above and beyond our normal policies and procedures to satisfy

[redacted]’s demand for compensation. We do understand that we failed our customer

and by offering to process a refund of monetary compensation to our customer we

were putting forth an extreme amount of effort to make our failures right.

We will not be offering additional monetary compensations to

[redacted] as a further form of apology for the inconvenience she and [redacted] have

experienced. We can offer to provide our customer with a $75.00 Gift Card to

Bobs Discount Furniture as our form of further apology. We do ask that our

customer does not view this as an attempt to force them to shop with us again

but rather an attempt to earn our customer’s trust back in our business. If our

customer did not want to take another delivery through our direct services,

$75.00 goes a long way on the multiple cash and carry items our showrooms have

to offer. We do understand that [redacted]’s Bobs experience was not satisfactory and

we assure both [redacted] and [redacted] that their experience is not the typical one our

valued customers have to remember us by.

If [redacted] would like this gift card processed by mail or

onto [redacted]’s account she can contact us to complete this transaction at

###-###-#### (M-Sat 6:30a-8:00p).

Bobs Discount

Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have no use for a $75 gift card to Bob's as I have no intention of ever shopping there again. Refunding a delivery fee when the company failed to properly delivery is not above and beyond their policy, it's returning money for services not rendered satisfactorily, a common practice within the business world. It was only the fact that I stuck it out waiting on hold several hours overall that money was refunded for defective products and ignored promises. [redacted] from upper management had several days to return my calls and never did. Not even a quick call to say an apology for not calling back and to follow up that everything had indeed been refunded to my account. The failures on this order were numerous and ran all the way up the ranks from delivery to upper management. Bob's promise of "Bob-tastic service" is on their brochures and when they fail to meet that advertising, they make the customer fight to get a resolution that should instead be commonplace. Seeing as my hold times were anywhere between 10-40 minutes to get a live person, I doubt my hassles with Bob's are as unique as [redacted] claims.

Also, in the future, never assume whose card was used for the transaction. My card was used, not [redacted]'s. His name was used for delivery because until my home is finished being rebuilt after being totally destroyed in a fire, I have no physical address to make a delivery to. It's a shame that Bob's couldn't come up with more to do to satisfy this customer as I have several thousands of dollars to spend refurnishing a home from top to bottom.

Sincerely,

Business

Response:

Good

Afternoon Revdex.com,

I

apologize that [redacted] found our offer for a further form of apology insufficient

and the offer for a $75.00 Bobs Discount Furniture gift card will remain open to [redacted] should she

choose to provide us with another chance in the future.

In regards

to my mention of “[redacted]’s Account” I was in no way indicating or assuming that a

certain person’s credit card was used to pay for this purchase. The Bobs

Discount Furniture record that we have for this sales order is under [redacted]’s

full name and not [redacted]’s. My comment

was intended to explain an offer of electronically processing the gift card to “[redacted]’s

Account” as [redacted] is who we could consider the sole owner of this customer

number.

I am deeply

saddened to learn of the tragedy that [redacted] cites she has recently endured and

ask that you please pass on my personal sympathies to her during this time. I

assure [redacted] that it was never our intention to cause her more stress during

this sale and that we have taken the appropriate steps internally to rectify

the lack of care and empathy [redacted] stated she received while seeking

resolution for our failures.

Sincerely,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: My wife and I purchased a new king size mattress from Bobs Discount Furniture on August 30, 2010. The mattress is a private label mattress called a "Bob O Pedic" that is a replica of a [redacted] brand mattress. After several years of use, the mattress creates so much pain in my lower back that I wake up several times to stretch, and ultimately have to leave bed and sleep somewhere else because it becomes difficult to even breathe. I began to notice that the mattress was the source of my back pain, because whenever I sleep in any other location I get a full nights rest without any issues. I contacted Bobs Discount Furniture and they sent a representative who examined my mattress for several minutes and left the residence. The company advised me that there is nothing wrong with the mattress, and that they would not warranty the mattress or assist us in any way. I requested a second examiner come to inspect my mattress and I was advised that they would not send anyone else. They advised me that unless there was a visible dent in the memory foam, they would not assist us. We were forced to spend approximately $250.00 dollars at [redacted] to purchase a memory foam mattress topper. As soon as I put the mattress topper on the mattress the problem went away. I feel that this is only a temporary repair to an ongoing problem. The mattress was purchased with a 5 year full replacement warranty, and a 20 year pro-rated waranty. I have began seeing a Chiropractor to address the lower back problems this mattress has created. I am an otherwise healthy, athletic adult male with no previous back problems.Desired Settlement: I request this mattress be replaced with a new king size tempurpedic type mattress that will provide service according to the warranty specifications the company offers. We have spent over $10,000.00 at their company to furnish our residence, and Bobs Customer Service Department seems to be looking out for the companies best interest, not the interest of their customers. In addition, I would request some restitution for the mattress topper that was purchased to temporarily fix the problem.

Business

Response:

Good Afternoon Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that the bedding has failed to provide you with the comfort you expected.

The mattress is is warrantied against defects which affect the internal support system; unfortunately, comfort is not warrantied. Since the technican did not notate a defect with the mattress, customer care was unable to offer you any recourse.

Bob's Discount Furniture understands the importance of a good nights rest and we vow to stand behind the merchandise we sell. As a courtesy, you return the mattress and reselect however, we will as a 25% usage fee based on the 2010 date of delivery and service report provided by our technican. If you should choose to accept this offer the available store credit will be, $952.59; there will be no credit given for the delivery fee or the mattress topper you purchased. The alternative would be to keep the mattress you have and contact us if the problem worsens, in the event of a defect you will be provided store credit equivalent to the purchase price.

Review: We purchased 2 sofas, 2 coffee tables and a wing chair in 2011 from the [redacted] store. Our son had an accident and urine discolored the sofa and a tioy he plays with accidentially hit the coffee table causing a nick in it. In Dec. 2013 my wife contacted ###-###-#### and told Bobs Customer Care of the issue. They told us as we had purchased the Goof Proof Protection for all the furniture to call [redacted] Protection. We called them many [redacted]es and nobody ever answered the phone finally we got through to them and they said a technician would contact us within a week. Nobody ever called us and finally after calling 11 more [redacted]es and almost 3 months later they had a technician call us from [redacted]. We asked him for a Saturday as we both work and he said he was booked for several months. He then called us and was overbooked and finally did not come out until the last week of June. He looked over the damage and said he could not fix the discoloring from the urine or the damage to the coffee table but assured us that that both items would be replaced and were covered under the [redacted] warranty and they would call us in 10 days. Nobody called us and we finally called Bob's again 17 days later and they told us to call [redacted]. When we called [redacted] they had no knowledge of the coffee table damage and said the damage to the sofa was "peeling" and was not covered and were very rude and hung the phone up on us. We called Bobs and spoke to a [redacted] and she showed the pictures to a [redacted] a Goof Proof rep. She agreed that the damage was discoloration and sent to to Goof Proof corporate in North Carolina and we were told by [redacted] we would hear back form them by Tuesday July 22nd. Nobody ever called us and today we called Bob's and spoke with a [redacted] and she told us to call [redacted] and we said we were told that [redacted] and [redacted] would call us. We called [redacted] and now they say they are doing nothing and they don't cover "discoloration" which that is never stated in the warranty. This is a SCAM!!Desired Settlement: A replacement of our sofa and coffee table that was promised to us not only by the technician who looked at the 2 items but also by [redacted] at Bob's Customer Care. We have spent over 50 hours on this whole situation and have been treated very poorly on the phone and lied to multiple [redacted]es.

Business

Response:

Good Afternoon Revdex.com,

I spoke with [redacted] this afternoon and I am genuinely very

sorry for the failures that he has endured during his [redacted]e of need. I have

assured [redacted] that this is not the excellent service Bobs prides itself on, I am

truly grateful that [redacted] has agreed to allow me to assist him directly and

provide us with an opportunity to make our failures right by him and his wife.

I have verified all open store credits with [redacted] (Sofa,

Recliner, and 3- Pack of Tables) and provided him with my direct contact

information for future use. I thank [redacted] for taking the [redacted]e he did to escalate

his concerns so that we can address the internal coaching concerns we have and

improve all of our customer’s experiences.

Bobs

Discount Furniture

Corporate

Customer Care Liaison

Review: I purchased a table from Bob's Discount Furniture in April of 2015 in cash payments made directly to the store. I have made several purchases from this store with no issues, as I have a Bob's credit line as well. This particular table was not in stock when I ordered it and it took approximately three months or so to come in, therefore I just paid it off as a layaway. The table was paid off before it was delivered in April 2015. I purchased the table as I always have done in the past with "Bob's Goof Proof Warranty" for all damages or accidents etc. The problem is that for whatever reason this table is made of a faux marble material, and it holds stains of all kinds, whether it be water from wiping it off or setting a dinner plate on it etc. I started noticing that these stain marks would not wipe away, and that other marks and stains were developing. I am a person that takes extreme care of my home so I couldn't understand what the problem was. I have bought several things from Bob's and have never made a claim for anything other than something that was delivered and assembled incorrectly-which was a quick fix. I called Bob's customer service today July 21, 2015 to see what was going on with this table and I was told that there was nothing that could be done about it. I called the first time on July 13, 2015, and I was told to take photos of the table and send them to an email address. I did not hear anything from Bob's so I called yesterday on July 20, 2015 to check the status of my complaint only to be told that the pictures were never received. I sent the pictures back out on July 20, 2015 and called Bob's this morning, the customer service representative told me the pictures had been received but her manager said that there was nothing they could do about the table. The manager insisted that I had in fact damaged the table and wanted to know what I had done to it. I told the customer service representative that I had no idea why this table stains and marks up the way it does. There are no hot pots or pans placed on it or anything of that nature, the table is apparently made of a really low quality material, and at this point I don't want another one. I am asking for a refund of my money for this poorly constructed table at this point, because "Bob's Goof Proof Warranty" that I have always paid extra for is not worth the paper it's written on. I have been a loyal customer up to now but his has really been a major disappointment to see that Bob's is just another rip off furniture company.Desired Settlement: Refund of cash paid for inferior product.

Business

Response:

Good Morning [redacted],

Thank you for being a Bobs Customer, we truly appreciate you and

your business and apologize that you are dissatisfied with your ‘[redacted]’

table.

The top of your table is not ‘Faux Marble’, we sell real stone

products at Bobs Discount Furniture and I have included our store signage that

we display in our dining area denoting this fact.

With this fact being acknowledged, public information is available

for the proper care of a marble product. This information is available to aide

all consumers in properly caring for their marble. I was able to easily find

this basic list of dos and don’ts via this link:

DO use

coasters under glasses, especially if they contain alcohol or citrus

juices.

DO use

trivets or mats under hot dishes or cookware.

DO use place

mats under china, ceramics, silver or other objects that may scratch your

stone’s surface.

DO place a

small rug or mat at entryways to trap dirt and sand from normal foot

traffic.

DO dust

countertops, islands, vanities and floors frequently.

DO blot up

spills immediately to minimize permanent damage to the stone.

DO clean

surfaces regularly with neutral cleaners designed for stone.

DON’T use

vinegar, bleach, ammonia, other general purpose cleaners, bathroom

cleaners or tub and tile cleaners.

DON’T use

abrasive cleaners such as dry cleansers or soft cleansers.

DON’T use

alkaline cleaners not specifically formulated for stone.

Given the information presented in your complaint it sounds

as though your table top is experiencing signs of in home damage related to its

environment and the use it has been receiving. The Goof Proof Plus Plan you

purchased is meant to protect you against a manufacturing

defect (which your report does not indicate) or an occurrence of covered one time accident. For example,

accidentally placing a hot plate or pan on your marble table once or putting down a glass without a

coaster once can be considered a

coverable occurrence. Multiple stains, spots, or accumulated damages on the

same table top is considered abuse or neglect of the product and the associated

responsibility of care you take on as the consumer using this stone product. I

have also attached a copy of your ‘Guardian’ Warranty Card that denotes an

accident is covered from one occurrence only (see top right).

At this time, based on your written report, we regretfully

have no recourse to offer you relating to this concern. As a retailer we are accountable

to offer coverage under the protection

plan we sell and your claim does not fall into any of the terms and conditions

at this time.

To ensure that I am reading your complaint accurately I

would be willing to review the photos you have taken if you are able to send

them thru this Revdex.com mediation channel you felt necessary to open.

Once I review these photos with our Service Management Team

I will respond via the Revdex.com with what, if any, options we may have

available to aide you as a one time courtesy in this specific case.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

Review: I ordered a bedroom set from Bob's Furniture at [redacted]. in [redacted], **. I paid extra for delivery and set-up and scheduled an appointment for September 3rd between 6:55 am and 9:55 am. They called me at 7:15 am and informed me that they could not deliver due to construction. They told me they could not deliver it because when they parked the truck in front of my street cops told them to move. Instead of working with me to find a place to delivery they just drove away. It is exceptionally frustrating because I have a fully functioning driveway and no bed to sleep on tonight. When I called them back to figure out the situation they told me there was nothing they could do and hung up on me twice. If I wanted to ship the furniture to another address they would have to start the process again. I find this highly unfair considering it was in the delivery contract that they would not only deliver but set-up on this date. So not only am I out a bed, I don't know if I will actually be able to get the delivery service that I paid for. Any help you can provide me would be much appreciated.Thank you in advance,[redacted]

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: We would like them to delivery my bedroom set as stated in my agreement.

Business

Response:

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize we were unable to complete delivery during the scheduled date and time.

For reasons beyond our control and at the suggestion of local police, our delivery team was unable to park the truck on your street due to construction in the area. The only alternative to us at the time, was to reschedule delivery for another day; If there was an alternate "safe" route for the team to park and deliver your furniture, we gladly would have completed the delivery.

A refund check in the amount of $1732.99 will be mailed to the [redacted] address on file.

Your business is appreciated and we apologize for the inconvenience.

Consumer

Response:

Review: [redacted]

I refuse to accept this rebuttal for a number of reasons. The biggest reason is that I did not get reimbursed for the full amount of the furniture plus delivery charge. They did not refund me for the Queen Standard Bed [redacted] or the [redacted] which I clearly have no use for now. I have both items at my house but don't have any use for them if I don't have a bed. Furthermore, I confirmed that they would send a check but instead they put the money back on my credit card. I also confirmed with them to send my check to my new address on [redacted] but instead they sent it to my old address on [redacted]. Instead of a check, I just a receipt saying they put the money back on my credit card.

Secondly, in their rebuttal they said they could not deliver my furniture due to reasons beyond their control. This is also not true. They could have easily parked on [redacted] a side street next to my apartment. They did not want to do this and drove away the second time. The said the cops told them they couldn't stay on [redacted]t but I was out there the whole time and no cops approached them while parked on [redacted].

-[redacted]

Sincerely,

Business

Response:

Good Afternoon [redacted],

I have confirmed with our Accounting department that check number, [redacted] in the amount of $1738.99 was processed on 9/9/13 and mailed to the [redacted] address. If you prefer we will stop payment and reissue another check or we can stop payment and refund your credit card.

As for the delivery, we are only able to communicate to you what the drivers have reported. I apologize, if there was another way that the drivers could have safely performed the delivery.

Review: I ordered a sofa, they set a delivery date said they came with the deliveryand no one was home they went to the wrong address, rescheduled for the following week same thing the right address but they were at a different addressDesired Settlement: I cannot believe that they refused to go to the correct address twice and wanted to reschedule for a third time. I want a full refund I had to miss 2 days of work with no pay.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies for any and all

inconveniences we have caused to our customer during their delivery experience

with us.

Our records currently show that this sofa was successfully

delivered to this customer on 3.27.2015 to [redacted]

Should the customer not have possession of the merchandise then

per the policies signed at the time of sale the purchase would be eligible for

a cancelation and refund. As our records depict that the customer actually has

the merchandise, and has had the merchandise since before even filing this Revdex.com

claim, the merchandise would no longer be authorized for a refund.

Should the customer not have possession of the sofa at this

time please ask that they respond with this information so we can begin

researching this dispute with the appropriate departments.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Review: First did a online order for furniture but it was assigned to [redacted] store delay in delv no notice called customer care promised gift card that never came furniture delv on 3/10. On 3/19 got call from [redacted] from [redacted] saying GOOD NEWS! Since you ordered chairs before table and extra chairs we will charge you the lesser amount for the dining set. I said that's great [redacted] than said we can delv on Sat I said we have the furniture (don/t they pay attention to orders?) All of of sudden [redacted] got flustered and said oh never mind I said well I am still entitled to adjustment even in a gift card and he said he would pass that back to Mgr and hung up. I called Customer care (ha!) spoke to [redacted] who was not happy to be in his job and would not let me speak to a supervisor in fact kept putting me on hold finally came back and said I would have to fight it out with the store!! So I called the store asked for Mgr was told Mgr [redacted]wanted me to leave her a message and she would call me back guess what no call back.I now want an adjustment on my furniture even if it is a gift card I am completely flabbergasted about this matter.I find it unethical to offer a discount than rescind it they need to stop jerking customers aroundDesired Settlement: Gift card for the difference in separate pieces of dining set and dining set I did not initiate this call about a discount the store called me because one hand does not know or care what the other is doing. I am very surprised at the lack of customer concern at store level not even a call back from the manager.and customer care having me "fight it out with the store" is appalling Bobs needs have some serious training in customer care or call it something else

Business

Response:

Good Morning Revdex.com,

Our offices are in receipt of this claim as of Monday,

3.23.2015 and we are responding on the same day as receipt.

As of Friday, 3.20.2015 this claim has been directly settled

with the customer via continuous email conversations she and I held.

The customer accepted our offers for resolution which have

all been processed and explained in great detail to the customer as of last week.

Thank You,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

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

Sincerely,

Review: Thank you very much for replying to my inquiry.

My family and I purchased a sofa set with the endtables and lamps. It didn't fit through the door and the delivery guy smelled of an alcohol substance. We were told to get the fold-up sofa set and pay the extra 299.99 for the table. I wanted to walk away and not have anything to do with the store. I thought it was not good that we had to spend all this money even further because it didn't fit through the door. But, we had to replace our super old second hand sofa and the manager said he would give us a 50.00 gift card after we kept the sofa for two weeks. We paid for the extra things and they said they would not give us any extra deal because Bob's has the prices cheap enough.

The delivery was ok. A month went by and we never got the gift card. We called and then they never sent it still. The customer service said they would up the gift card with an extra 25.00, which we received only upon going into the store on Black Friday and found they were supposed to send it and did not. That process in itself was really awful.

We picked out a bed for our daughter. The other bed was so much more expensive, the Madison, so we just went with the cheapest model. We applied the gift card (75.00 now) towards the bed and paid the rest, including the such expensive delivery fees and the extra other fees.

We waited until 7:45 for delivery. They never came to deliver and our daughter now was going to be super late for school. She was so late and the delivery people finally were on their way after 8, even though it was 6:30 to 8 am delivery. It was super inconvenient. We asked if they could deliver the bed later, when we would be home. They said okay, then no. We cancelled the order. We got our money back, but still we have 75.00 that was not refunded to us. The store told my fiance that he would not get the gift card back.

I called on 12/24 today after being told to call Customer Service to get a new gift card refunded to us. The customer service straight out refused, stating it was a courtesy. However, they didn't take into consideration how we lost time at work and my daughter lost time at school due to their refusal to deliver the bed during either the 6:30 to 8 am, and then refused to reschedule.Desired Settlement: At this point, they should be delivering the bed for free. It is broken promise after promise with this company. We have had extreme frustration with them and these situations could have been resolved at a customer service level. If they gave us the 75.00 gift card back, we would obviously be spending more money because everything is so expensive in this store compared to 75.00. It is a customer service error how they have refused to resolve anything satisfactorily.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest

apologies for any concern our customer experienced during their deliveries with

us.

We certainly do not find it

acceptable for any person representing our company to smell of an alcohol substance

and I’ve begun personally following up on this complaint to ensure the

appropriate internal action is taken.

Regretfully we are unable to

determine if the measurement of someone’s home or entryway will fully

accommodate the size and delivery specifications needed for the furniture

selected. We remain proactive in communicating this as a consumer

responsibility via the trifold we provide at the time of purchase. We offer the

best value prices for the product we show and we have always charged the

service of delivery as a separate fee from the product itself to remain as

transparent as possible to all of our customers in (currently 64 stores) all of

our locations.

In regards to the bed delivery

time we encourage the customer to provide us with further evidence as to how

they determined they were guaranteed a time frame of 6:30a -8:00a for delivery.

We route all delivery stops (approximately 4,000 deliveries a day) with an estimated four hour window, with only

one special exception for a slot called ‘breakfast with bobs’ which is still a

three hour estimated window for arrival so the automated contact the customer

should have received from us would have detailed either ‘ 6:30am -10:30am’ or

6:30am – 9:30am’. Our truck driver shows as calling in the ‘not at home’ result,

and we have record of speaking with the customer at 8:08am. By all information

I can locate we arrived within our slated time frame window for this delivery.

We did not deny requesting what our department refers to as a “Go – Back”

request for this missed delivery. The

account indicates that the customer was unable to provide a representative to

be at the residence to wait for the team to return to that stop. Again in every

effort to remain as transparent as possible with our customers we (in the

Customer Care Office) are working in an office and we are not on the physical

truck that has the furniture. It is inappropriate to provide a customer with a

possible time frame that the team may return in as we do not know this to be

correct information. There are thousands of events that could occur to delay

the team returning to the stop they already arrived to and these events remain

beyond the control of our business. While I understand the customer’s

frustration and their inability to wait for a team to return with no estimated

timeframe- we require someone 18 years or older to be confirmed at the

residence all day so there is no chance of us returning to miss the customer

again. We certainly want to deliver any and all product that is on the truck as

returning product can not be sold as new merchandise any failure in not delivering

results in nearly a total loss for our business.

The customer’s account further

confirms that they spoke with one of our ‘Social Media Liaisons’ on 12.24.2015

and as of 12.26.2015 (prior to our receipt of this Revdex.com Claim -12.28.2015) the

customer was re-issued and emailed information regarding their $75.00 gift card

inquiry.

We remain very sorry for the poor

impression this customer has of our business and relay that we have multiple

cash and carry items within our outlet or showroom locations that the customer

can purchase and take with them for $75.00 or under.

At this time the sale for the bed has

been fully canceled and all refunds or gift card re-issue concerns have been

resolved per our records.

Kindest Regards,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: To keep the customer on the phone arguing with them on Christmas Eve at 6 pm at night is unacceptable business practice. Thank you for refunding the gift card though. It is apparent you do not want our business any more after this ordeal. Thanks for refunding us in full though.

Sincerely,

Paula Ridenti

Review: I had ordered a sofa and an ottoman three weeks ago to be delivered last week for 6am-9am delivery came at 11am delivery ended up being the wrong furniture when I told the delivery people that responded with "we know, but once it's on the truck there's nothing we can do" so I had to set up an exchange, delivery guys blamed the salesman the sales man blamed the delivery guysSo I set up an exchange for June 18th am -9am, three days prior they called and decided to change the time to 3pm-6pm when no one would be home, I called to fix the situation and they pushed it back another hour after telling me they would fix itI called back to try and get the original time quoted and was told there was nothing they could do because of orders recently placed took priority over my order which was screwed up by them in the first placeSo they try to deliver at 7pm when I told them nobody would be there and now I have to reschedule another week down the road and hope it comes even close to the time they quoteDuring the countless calls I have made being bounced around from person to person to machine nobody really seems to care to fix the situation and it is very frustrating when I have giving this business over $for a service that they really don't care to provide, I have held up my end of payment but still do not have the furniture I ordered with no end in sightNobody seems to want to rectify the situationI have even tried to file a complaint with bobs but the only option is to take a survey which I have taken multiple times and have never received a call or anything in responseAfter seeing other reviews on this conany I really feel as if something needs to be done here to prevent this from happening to other paying customers, it's just bad business and a lack of integrityI just want to know that my voice is being heard and that someone is actually trying to get me the product that I have paid forThank you for your time in the matter
Business
Response:
Dear Mr[redacted],Your Revdex.com complaint has been assigned to [redacted] one of our Consumer Liaisons; she has informed me that she has been in contact with youI apologize for the delivery issues and inconveniences; as a result of your conversation with Mrs[redacted], you will contact her early next week to arrange what is hoped to the final delivery of the ottomanOnce completed Mrs[redacted] will process the necessary paperwork to refund your delivery feeYour business is appreciatedPlease contact Mrs[redacted] or respond to this complaint if you should have any additional concerns.Thank you,[redacted]

Review: We purchased a love seat and couch from Bob's 3 years ago. Both items are now "peeling" everywhere. The back of both the love seat and couch, the actual seat, the arms of both and at the top. We purchased the [redacted] protection and still have time left on that but we were told that the "peeling" is normal wear and tear. I don't believe that "normal wear and tear" would include the arms and tops of the furniture. I called Bob's Furniture and spoke with a representative for a while explaining the situation and she was the one that said "normal wear and tear". After receiving no help, I asked to speak to a supervisor and was told to "hold on and one will be with you", after 15 minutes she came back on the phone and said no one was available. I asked her how this was going to be settled because a couch does not normally peel like that. She then told me to take pictures and send them to an email address and they would be evaluated for "normal wear and tear". My wife and I took the pictures and sent them over a week ago and have not heard back from them after I expressed a desire to hear within 3 days. After searching the internet I located many complaints regarding the peeling of couches from Bob's. Unfortunately, not only does this effect me, but other family members liked our set so much that there were 2 other purchases in the last 3 years and I'm afraid that when there furniture reaches the same age as mine, they are going to have the same problems. Obviously Bob's is aware of the situation and has not corrected the defective product.Desired Settlement: A refund for the cost of the items. Obviously if this is a know product defect, if I ask for replacement product we will get the same outcome.

Business

Response:

Good Afternoon [redacted],

I am very sorry for the disappointment you are experiencing with

your bonded leather set. 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. The

protection plan you purchased called ‘[redacted]’ is managed thru a third party

company and as it’s name illustrates offers coverage against most in home

accidents.

Bonded Leather offers the look of luxury at a much more affordable price point

and as its name depicts, bonded leather is real leather that is adhered (or

bonded) to a fabric backing with a strong adhesive. Over time and with any

amount of usage the heat from our bodies and friction from use causes expansion

of the molecules that join the bonded leather to the fabric backing. Bonded Leather is manufactured the same

way industry wide and peeling over time is not isolated to the bonded leather

products we sell at Bobs Discount Furniture. Bobs Discount Furniture believes in

transparency and in every single one of our showrooms we maintain a placard

with the material make up of each living room set. The fact that this

merchandise was made from 100% Bonded Leather – everywhere your body touches

was displayed along with this set and available for any consumer’s review

during your time of purchase.

If you continue to purchase/maintain bonded leather furniture in

your home regretfully peeling can occur based on the nature of this material’s

manufacturing process. You have had this set for over three years and in

that three year period our records indicate that you have not reported any

issues to us before now. The Bobs warranty on your merchandise expired over

three years ago and as this concern does not stem from a factory defect in the

product’s workmanship and is viewed as normal wear and tear industry wide, it

is should be understandable as to why we would have no recourse to offer you as

the retailer in this situation.

As an extreme courtesy and in your case alone we are willing to

make you a one time extreme courtesy offer. As indicated within the facts above

it is not our responsibility as a business to take ownership for this type of

damage and this offer should not be anticipated by other consumers as

the proper form of response for a bonded leather concern.

If you would like to reselect to a different set, made of a

different material that may fit your furniture needs better we can offer to

credit you 70% of the original cost you paid for both the Sofa and the Loveseat

from your ‘[redacted]’ set. In the interest of fairness we would ask that if you

want the new furniture you select to be delivered you cover the cost of that

service as delivering the merchandise has always been a charge we maintain

separate from the cost of our merchandise.

We are unable to offer to remove or dispose of the current Sofa

and Loveseat you maintain in your home.

Please let me know if this option for resolution is acceptable to you and I

will process the necessary paperwork and have our retail location contact you

to make you aware of your available credit.

Review: Furniture purchased April 2012 at Bobs bought "Goof Proof" ([redacted] Warranty). Now I have a rip and [redacted] Refuse to cover it states it is a Manufactures defect will not even send a technician out states it can tell by pictures that I sent them that it is "peeling" its not.

Product_Or_Service: Sectional

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: I do not think it can be repaired that is why I asked for a replacement

Business

Response:

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account as well as viewed the terms of the goof proof plan.

Upon researching your account, there appears to be some discrepancy as to the cause of damage. Comments on your account with, Bob's, indicates that you told one of our customer care representatives that the damage to the headrest occurred due to a hair pin in your granddaughter's hair however, the explanation provided to [redacted] indicated that the damage was not the result of an accident, the damage was described as cracking. The report and pictures supplied by our technician on, 8/30/13 reflect peeling related to an accident in the home. Goof proof provides coverage against most in home accidental damage whereas, Bob's covers manufacturer defects. Please specify how the damage occurred.

Business

Response:

Please specify how the damage occurred.

Consumer

Response:

(The consumer indicated he/she DID NOT accept the response from the business.)

I believe it was caused by a hairclip when my grandchildren were fooling around.

Business

Response:

Good Morning Mr. [redacted],

The sectional is no longer available and unfortunately replacement is not an option. Unless [redacted] overturns the denial then the only alternative is to cancel the goof proof plan and issue a partial refund totaling, $150.00.

Review: Delivery estimate 1:26-4:26 pm dec 10. Not a guarantee, but sold to us at time of furniture purchase as reliable estimate. No delivery during that time. Called the customer service line,left on hold for 30 minutes. Called the store where purchased, spoke to [redacted], she could not provide any information as to the status of the delivery, I asked for escalation, was told her supervisor was on break nd to call back. Called back 30 minutes later and spoke to [redacted] at the [redacted] store. Was told that she just received an email that the delivery truck had an issue requiring roadside assistance but was now on their way to us from [redacted] (approx 5 miles away). Time now 5:30 pm. 2 hours later, received a phone call from [redacted] in delivery department that truck had issues at the end of OUR driveway and it was not possible to deliver the furniture. This was impossible and told her so. She insisted that it was, and we needed to reschedule. We asked for delivery on Dec 11 at 530, and was told she would call back later the same evening to confirm. She did not call back. This has been a nightmare. We held up our end of the contract, and they did not. On top of that, we feel deceived by the stories we were told, and have had our trust in this business greatly broken.Desired Settlement: Not only will we expect a full refund for our delivery fee and purchase price of the furniture we no longer want, we would also like remuneration for lost wages resulting from required time off from job to be present for a delivery that never happened, approx $400.

Business

Response:

Good Afternoon Revdex.com,

We apologize sincerely that the customer feels so deceived by

our company. I assure our customer that it does not in any way benefit us to

not deliver scheduled merchandise as agreed upon. Our records indicate that our

team did report and provide sufficient evidence of the concern (to their

trucking company) that occurred delaying them at the end of the customer’s

driveway. While we certainly understand the customer’s side of this story we do

trust that our delivery team made a valid attempt to try and deliver this

merchandise on the scheduled day. As indicated on the customer’s sales receipt,

our delivery tracker website, and trifold provided to every consumer who

purchases we run an all day delivery service and there are events on the road

beyond anyone’s control that can delay the estimated arrival time we provide.

We are extremely clear in our effort to communicate this truth and in over 97%

of cases our teams deliver within the estimated window. We apologize further

that this customer was affected by any delays beyond our business’s control.

In researching further, the customer’s account denotes that

when ‘[redacted]’ spoke with our agent ‘[redacted]’ from the delivery department on

12.10.2014 she connected the call to her husband ‘[redacted]’. ‘[redacted]’ spoke with ‘[redacted]’

and provided ‘[redacted]’ with her direct phone number, she explained that we were

doing everything in our power to hold the merchandise at our trucking company

and get a delivery added on for the following day. During this call ‘[redacted]’s’

notes also depict that she approved refunding the delivery fee paid to us a

form of apology for the inconvenience the customers experienced. While it may

seem like a simple task to a consumer, holding merchandise at a trucking

companies transfer station is not an easy task and by working to the best of

our ability to accommodate this customer’s demand we risked disappointing other

customers to place an extreme need on getting this delivery accomplished the

next day.

Holding merchandise and refunding a delivery fee are both exceptions

to our normal policies and procedures and we have been diligent in honoring the

customer’s side of this scenario and working above our normal practices to accommodate

their demands. We were able to deliver the merchandise the following day

(12.11.2014) and the merchandise was accepted by the customer.

Again we do understand the customer’s frustration and apologize

that they feel our delivery service has failed them therefore as a courtesy we

agreed and completed the necessary paperwork to refund this fee directly to the

financing account the customer used to make this purchase.

We are unable to apologize monetarily based off of any one

individual’s time and can only offer a further form of apology based off of our

own failures, in this case the failure the customer experienced applies

directly to the delivery fee that has already been taken off of the financing

charge.

In their ‘desired settlement’ section the consumer has made

a reference to wanting to return the merchandise accepted into their home for a

refund. Should the customer be unsatisfied with the merchandise because of

concerns with the product we are more than happy to address those concerns with

the customer directly. To date no concerns with the product have been reported

to our Customer Care Office. Per the agreement signed by the purchaser at time

of sale, there is no cancelation option for a monetary refund on merchandise

once the product has been delivered into ones possession.

Please ask that the customer reach out to our Customer Care

Office at ###-###-#### should there be any quality concerns with the merchandise,

we are more than happy to help correct these concerns directly given the proper

opportunity by our customer.

The refund of the delivery fee has been processed to the

financing account with a confirmation credit number of [redacted] - (in the

amount of $242.65). It may take one full billing cycle for this refund to fully

show up on the customer’s financing bill.

We apologize again to our customer for any aggravations we

may have caused during delivery and look forward to hearing from them should

there be evident product concerns with the merchandise.

Kind Regards,

Bobs

Discount Furniture

Consumer

Response:

Review: [redacted]

I am rejecting this response because there is no way possible that a truck could get stuck at the end of our driveway. The delivery drivers the very next morning agreed that it was simply not possible. While we appreciate the refund of the delivery fee, we are expecting that The company will re-consider a further discount on the purchase and recant their assertion of this or provide photographic evidence to support the claim. I will send photos of the driveway if that will help.

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

I apologize to our customer they still remain so dissatisfied.

As outlined in our previous response, we did more than just refund

the delivery fee to initially accommodate this customer’s concern. As the third

party in this instance we worked above our normal procedures to honor the

customer’s side of the story to the best of our ability.

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

product for the price. Our primary focus is on making any failure we may have

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

purchased from us. We have currently have resolved the customer’s original

concern by delivering them the merchandise they purchased. In addition to

delivering their merchandise and fulfilling our original agreement, we then

produced a monetary refund as a further form of apology.

We are regretfully unable to offer a further discount off of factory

fresh product that exists in the home in good condition and we

respectfully feel that this concern has

been made fully right on our end as a retailer. We do hope the customer can

understand our position as a business and we apologize again for any

inconvenience that was endured during their delivery experience.

Kind

Regards,

Bobs

Discount Furniture

Review: We contacted Bobs Goof Proof office and they sent a service tech out to our house. When the technician came out he took a look at the sectional couch we purchased and before he went any further stated to me directly that the couch is not sold any longer as they have had so many issues with this couch it is not worth fixing. He did not spend anytime investigating as to what may be wrong as he was so confident it was in the way it was built it needed to be replaced. He stated that as long as we indeed have Goof Proof warranty he would be asking for the couch to be replaced. I had no reason not to believe him as on the same day he took the time to fix another sectional we purchased by sewing a few large pillow cushions together and taking the inside of other pillows stuffing out to move around a fluff it all up. He was cordial and polite and spent a fairly good amount of time with me discussing each piece of furniture. When leaving he stated I should be receiving a call from the office shortly regarding a replacement couch. After about two weeks not hearing from Bobs I contacted them directly. The first two reps I got on the phone before I get much out they hung up on me. The third lady I spoke with after I told her why I was calling got nervous and just stated she was transferring my call. The fourth lady I spoke with stated that the couch was not going to be replaced as she stated the service man that came out to our house took multiple pictures of the couch and that they noticed we had a cat and a dog. When I asked her what this had to do with the couch she stated that they noticed cat scratches on the leather material. When I stated to her it had nothing to do with these marks the reason we had him come out to service the couch was for a broken recliner she just again stated that it was not covered. I again asked why the service man did not fix the broken recliner and left stating it was going to replaced she had nothing to share with me. I asked her to speak with a supervisor and she stated that was not an option. I asked her what steps I need to take in appealing the decision she stated they had no appeal process. I asked her if they would resend the technician who failed to fix the issues the first time back out as obviously he failed to do his job she stated "no"…. So I now still have a sectional recliner that is lopsided and broken and some how this has to do with an 8 punt cat and a puppy who weighs 40 pounds. Also let me point out that the broken part is on the upper part of the recliners side in which no pet set nor can set and would be no where near. I have many issues with the lack of warranty coverage on a product I paid to have 5 years of coverage for and have a big concern that I was told to my face by a service technician they sent to my house I would be receiving a replacement couch as it was a faulty product to begin with and now I am being told it was an outright lie! By the way I ended our conversation stating the customer service rep on the phone if I did not her back from a supervisor within 48 hours regarding this concern that I would be taking other action. It has now been 4 days and not one person has contacted me from Bobs. I am also surprised by the fact that the Revdex.com has this company rated as an A when 1K of the 1354 complaints filed with you all has all been related to this "Goof Proof" coverage that they are not standing behind!!!!Desired Settlement: When we originally called the company we just wanted our furniture repaired and serviced. This was done efficiently with another couch on the same day and at this point BOBS either needs to send a replacement of this couch or get someone here to fix it…. We would have been happy with just replacing that one side of the sectional which again has nothing to due with cat scratches….. But to ignore it all together is WRONG!!!!!!

Business

Response:

Good Afternoon Revdex.com,

Please pass on our apologies to our customer for the

frustration this concern is causing. We have begun addressing the allegation

that our technician made agreements to have this merchandise replaced however

this is not a common practice of our technicians to do and based on the

documentation our technician provided for this concern it is nearly

unimaginable that such and an occurrence would have taken place. We further

apologize for the lack of follow up this concern received; even when a situation

results in no recourse it is important that our customer has the opportunity to

express their frustrations to us.

Please see the attached document (it contains 8 pages) of

photographs from the service visit on 9.25.2015. Our Account Management

Specialist reviewed this report and these photos with our customer on 10.7.2015

and conveyed the regrettable result that this type of animal damage (most

viewable in the photos that reflect the wiring) is not covered under the

protection plan or the manufacturing warranty of the set. The fact that the

recliner is not working cannot be contributed to a defect in workmanship and we

stand behind the integrity of our technician’s report and the evidence presented

in the attached photographs.

Bob's Discount Furniture prides itself on standing behind

the merchandise we sell, in the event of a defect -however, to remain fair to

all of our customers there are some scenarios where recourse is not an option.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response for many different reasons but let me first start by saying that I am a Retired [redacted] in the [redacted], and in your response back to our claim you basically called me a LIAR as you stated it is not common practice of your Technician to state such a claim. When indeed your technician undeniably stated to my face that we should expect a replacement (he even went as far to say that this model was likely discontinued as it has had so many claims on it and if I get an option you should opt for a new model all together as it is made in inferior material and even pointed out the reason why the back broke was because it was made with weak particle board). Why would I make this stuff up! I do not appreciate the implication of my integrity.... Again I stress the fact of what I stated in my last response the technician spent time in my house fixing another couch so I would have no reason to doubt the technicians own integrity by saying again TO MY FACE that the couch was a bad product and he is not surprised to see it broken.

Review: I have attempted to submit 3 claims through [redacted] Protection Products which is a company that Bob's Furniture Discount has contracted for [redacted] Protection, and they have denied me multiple times. Please see below in reference to each detailed claim:

Claim #1 September 2014. My husband, [redacted], contact [redacted] to submit a claim because the leather of our couches are starting to peel. He got denied immediately because [redacted] does not cover accidental “scratches” and “scuff marks”.

Claim #2 October 2014. I, [redacted], contacted [redacted] to process a claim because I found a small hole on my couch that foam is beginning to come out of. I explained the situation and informed them that I think my dog might have caused the puncture with his nails. They again informed me that the claim was denied because it has to be an “accidental” claim, and unfortunately, because my dog punctured the coach there is nothing that can be done. Claim #[redacted].

Claim #3 January 5, 2015. I, [redacted], contact [redacted] to process a claim because my child accidentally got a hold of nail polish and smeared it on both couches, the sofa and the love seat. The claim again got denied because it’s in excess of 6” and it’s not considered accidental. I was on the phone for a total of 27 minutes and did not get a resolution.

January 5, 2015 at 03:10 pm, I contact Bob’s customer care hotline directly because at this point my couches are ruined and [redacted] will never replace my damaged couches. I began by speaking to [redacted] and I explained my situation and she told me that unfortunately the manufacturer warrantee has passed and there is nothing that can be done on their end. She was genuinely sincere and wished there could be something done for me. I told her I appreciated her honesty but would like to speak to a supervisor in hopes that there could be something done at that point. [redacted] transferred my call to [redacted], account management specialist. I explained to [redacted] the problem and my current situation but unfortunately again she rejected my plea and informed me that the damage on my couches is not considered accidental and it could have been avoided. I informed her I was extremely unhappy, and that my husband and I have bought a lot of furniture with Bob’s Discount Furniture and that I would need resolution, which I am not getting. I also informed her I am going to contact the Revdex.com because I paid for the “Five Year [redacted] Protection Plan” because it seemed like the correct thing to do, it seemed reasonable because like the companies saying says “accidents do happen”. I have read over the Plan’s description and nowhere on the document does it say the nail polish damage has to be 6” or less in order to potentially be covered.

January 6, 2015, at 10:42 am. I contact Bob’s Care Hotline again because I have not gotten any resolution and I am not a happy customer. I speak to a [redacted], which I inform of my situation and she informs me immediately that there is nothing that can be done because the company has ‘no recourse’. She informed me that the nail polish is not considered accidental. I then inform her that a 3 year old doesn’t do anything intentionally, they do not have the mental capacity to understand consequences at this time. I begin to tell her I purchased a $1299 mattress from Bob’s, and I immediately hear her speaking over me not allowing me to speak. I respond by telling her that I need her to listen to me and understand that I purchased a $1299 mattress from Bob’s and my dog unfortunately placed his bodily fluids on the mattress and I assumed responsibility for that because I was aware I took the risk and didn’t purchase the [redacted] Protection on the mattress, however this is a different situation now.

Now here I am contacting this email address I found online, along with hundreds of customer complaints about the company in hopes to receive a resolution. I am a loyal customer who made my home furniture purchases with Bob’s Furniture Discount and purchased the [redacted] Protection Plan on a majority of items in hopes that if I ever needed to place a claim I would be treated respectfully and my item would be replaced or repaired. Throughout the fine print of the protection plan there is nothing that says the damage had to be 6” or less, which results in the [redacted] being a scam since they are no covering my claim. I will continue to spread my disservice to the Revdex.com and post this exact review online if I do not get a satisfactory resolution. My ultimate goal is to have either replacement couches or repairs on them. Nothing more. [redacted] was purchased for $99.00, for accidents that may happen. It's a five year protection plan, and I am still within the five year period.Desired Settlement: To have both, my couch and love seat replaced.

Business

Response:

Good

Afternoon Revdex.com,

We

apologize that the customer is experiencing any disappointment while trying to

use the protection plan they purchased from us. [redacted] is known as

their parent company) is a third party company and we have, for many years,

experienced a vast amount of approved claims through this third party company.

Our customer’s are usually very happy with the outcome of their reported claim

and based on the price they paid for the coverage our sales associates and

sales managers would have no reason not to boast about the extreme value the

protection plan carries.

We

provide a general flyer at the time of sale that very clearly indicates there

are some exclusion(s) to the protection plan and the document further

encourages the consumer to read their full plan documents for the list of

exclusions. As the manager of the plan, [redacted] is responsible for sending the

consumer the plan documents. Should the customer decide that they would like to

review the complete plan documents as the flyer suggests and they don’t have

these documents, we assume (as any retailer would) that the customer would then

try and obtain said documents for review. Had we been made aware of the need

for these terms and conditions we most certainly would have provided them upon

any request. As it is not typically a document we provide we literally have no

way of knowing whether the consumer has received the complete plan or not and

we see no reason not to trust that [redacted] is continually sending these

documents as many claims for coverage are routinely approved.

In

this consumer’s specific case I have attached the terms and conditions

([redacted] provides) for your review. Please see the below section on the left

side of the page via page number three (3) of the terms and conditions page:

•

Repairs necessitated by intentional physical damage, acts of nature, fire,

burglary,

theft, vandalism, collision, spilled liquids (unless specifically stated),

corrosion,

animal and insect infestation (including pet damage of any kind other

than

pet bodily fluids that may be covered or specifically stated under the Plan),

misuse,

neglect, mishandling and abuse.

Again

as the additional coverage this customer elected to purchase at the time of

sale is not honored directly through Bobs Discount Furniture, our company has no

bearing on another company’s choice to approve or deny coverage under their own

guidelines. As we haven’t viewed photographic evidence of the damage it isn’t appropriate

for our company to speculate further as to why the [redacted] company considers

the claim for nail polish to be intentional, preventable or an act of neglect.

We

again apologize that the customer didn’t receive the service expected from the [redacted] company and are willing to look into this claim further and dispute

the claim with [redacted] on their behalf should we feel necessary

and applicable.

At

this time we ask that the customer provide photographic evidence via this Revdex.com

channel of the nail polish damage. Regretfully if this inspection indicates

stains that could be determined preventable under [redacted]’s terms and

conditions we will be unable to help further facilitate a dispute between our

company and the [redacted] company.

To

move forward please advise the customer that we require a minimum of two (2)

pictures (in color) for each item that is listed in the report to [redacted]. I

have listed the requirements below to ensure our request is specifically

notated:

-2 Photos of the Sofa

- 1 Picture that clearly shows the entire facing surface (seats, inside backs,

arms) of the sofa

- 1 Picture that clearly shows the damage marks at close range with a

measurement confirmation (ruler or tape measure present) if there is more than

1 mark on this item then more pictures may be necessary.

-2 Photos of the Loveseat

- 1 Picture that clearly shows the entire facing surface (seats, inside backs,

arms) of the loveseat

- 1 Picture that clearly shows the damage marks at close range with a

measurement confirmation (ruler or tape measure present) if there is more than

1 mark on this item then more pictures may be necessary.

(Minimum of 4 photos please)

We

will review these photos and respond with what, if any, options for resolution

we may have to offer this customer.

Sincerely,

Bobs

Discount Furniture

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have attached the 4 photos requested by Bob's Discount Furniture. Unfortunately, as a consumer I was provided the [redacted] outline of what is covered and what is considered accidental and nail polish was listed as covered. However, no where on this document does it stipulate the damage amount has to be 6" or less. The [redacted] outline should outline what they offer in more depth to avoid this situation from occurring to another consumer. Also, I made a contract with Bob's discount furniture, not with [redacted]. Lastly, I will say for one last time to not consider my claim intentional because a toddler doesn't know the consequences of his actions. I purchased a protection for what this company considers an "accident" and am now being accused of intentionally causing the damage. As I stated in my initial claim, I assume responsibility for the damage on my other property that has been damaged, and am not seeking replacement there. However, I feel this claim is justified because again your [redacted] outline does not read the damage must be 6" or smaller.

Sincerely,

Business

Response:

Good Morning

Revdex.com,

Please thank

the customer for providing us with these photos.

As previously

indicated we understand that this consumer received the general sales flyer

that we provide at the time of purchase to all consumers alike. As a retailer

we are unable to force any customer to fully read through the guidelines that

they receive or educate themselves on the exclusions of this plan. The general

sales flyer fully directs that the plan is being offered by the [redacted]) company and that the full plan should be reviewed for a listing of

exclusions.

Regardless of our opinion on the

denial reason the fact remain that this protection plan is honored thru a third

party company and not Bobs Discount Furniture directly. We are willing to make

an offer to the customer as an extreme one time courtesy. We do stand behind

the reasoning [redacted] has selected to use in denying this claim as exclusions are

put in place by any business to keep resolutions fair for all customers alike.

The courtesy offer we are willing to

make should not be viewed as a dispute to the [redacted] claim and is our

effort to apply a caring offer outside of all guidelines that have been

correctly set forth. This offer will not to be negotiated further and should the

customer wish to accept this offer they may respond to this Revdex.com channel

directly as ‘satisfied’ and can expect their store credit to be active within

48 business (not to include Saturdays or Sundays) hours of their response and

valid for use within two full months of their response.

Resolution Offer:

We will provide a store credit (for

Bobs Discount Furniture use) in the amount of 60% on the sofa and loveseat. This

60% will be based off the original cost of the sofa and loveseat as listed on

the original sales order. For the sofa the store credit = $253.83, the credit

for the loveseat = $225.57, making the total store credit = $479.40. In the

interest of fairness should the customer seek to have their new living room set

delivered to them they will be responsible to pay a delivery fee. Bobs Discount

Furniture has always maintained that a delivery service is a completely separate

service from the sale of the merchandise itself. Should the customer find these

terms acceptable we are willing to cover the cost of removing (and disposing)

the current sofa and loveseat that exists in the home on the same date the new living

room set is delivered to the customer.

Kindest 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.

However, I will be responsible to discard the damaged couch and loveseat, because I will be going out of the country within a few weeks and will not be available before then. Also, how will I be able to redeem the credit with Bob's Discount Furniture?

Sincerely,