Bob's Discount Furniture

Review: I bought a sectional at bob in july 2013 and not even a year ,my sectional the leather is peeling strippin damage ,I call bobs they told me it goof proof that there insurance that they sell you with the furniture ,I call them all I get his the run around they don,t covered it ,so why advertise it and sell it to customers and customers can,t get no answers.they have been giving me the run around for the past week and a half plz I need some help before other customer fall for the same thing.I need some answers.Desired Settlement: I would like them to replace my sectional.

Business

Response:

Good Afternoon Ms. [redacted],

I have researched your account, service report as well as the photo of the arm on your sofa. The damage seen in the photo is not reflective of cracking and peeling commonly seen on bonded leather leather furniture products. It appears that there was a specific accident or possibly an improper cleaning product used and someone then peeled an area of the leather off. Goof proof is designed to provide recourse against most common types of in home accidental damage. When and how did this damage occur? Based on the report and pictures supplied by the service technican, Bob's is unable to offer any recourse under the manufactuerer warranty.

If you prefer, you may cancel the goof proof plan for a refund or provide details to Guardian/goof proof as to how the damage occured.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

Review: I purchased a house full of Furniture from their [redacted]. Store in Nov/Dec of 2011.

This purchase was made in one transaction however their delivery dates varied based on their product availability.

I purchased their 5 year whole house goof proof insurance/warranty at the time of furniture purchase.

On or about January 2015 I reported a broken rung on my chair and a nick in my dresser.

A technician came out fixed the nick and said he was ordering the part for the chair.

On or about February 17 2015 I received a letter Guardian products [redacted] signed by a [redacted]

stating I regret to inform you that we cannot honor the claim. It further stated that after further breview of your invoice, it has been confirmed that the goof proof coverage was declined for your tables and chairs and side board.

This was not true and I checked with the Bobs store where I made the single purchase of all items at one time and they confirmed my chair was covered. It is now July and my chair still has not been fixed after multiple calls to Bobs Furniture

My claim # is [redacted]Desired Settlement: Honor Warranty and fix the chair

Business

Response:

Good Morning Revdex.com,

We apologize for any confusion and inconvenience the

customer is experiencing while working directly with the Guardian Company on

this claim. Guardian is not Bobs Discount Furniture and we have sent over a

copy of the customer’s original invoice to ensure Guardian knows that the pub

chairs are also apart of the purchased coverage plan.

In regards to the chair and its front stretcher (a.k.a –rung),

we are happy to help directly cover the cost of ordering and installing this

part for our valued customer. We have uploaded the part order and once the

overseas manufacturer receives this order they will ship this part to our

customer within the next four months. We do apologize for the estimated wait

time however this particular vendor ships only by container (once a container

is filled they send it over the ocean to the United States). The part could certainly

come sooner but in an effort to remain fully honest and transparent with our

customers we always convey the longest possible ship time.

Review: I purchased a [redacted] from Bob's Furniture. After considerable exchanges of the sectional pieces due to pink spots appearing in the leather, their technician said there's a definite defect with the sofa. This issue expanded over the course of a year's time. Since I had bought and paid for their 5-year warranty/replacement, they offered to replace the sofa but said it would not be covered after the full replacement. As a result, I was concerned about ordering the same colored sofa again and I opted to purchase the same sofa in a different color (dark brown). I had to wait approximately 4 months for the sofa because they said it was a custom color. In July, the new sofa was delivered to my house. The men who delivered it were rushing to unpack and bring the pieces into my home. As a result, they slashed the leather foot area on the armless power recliner. I brought this to Bob's attention and they said they would bring a new piece to replace the damaged one in August. When the delivery day arrived, the men were ready to bring in the new piece but I stopped them because the color of the piece was not correct. After speaking to Bob's again, they said they would need to order the new damaged piece and since it is a custom order, it would take approx. 3-4 months. In January, I was told the piece was available. I scheduled a delivery on January 17 and when the time-frame expired, I phoned Bob's to ask what happened to my delivery? They said that "somehow your piece did not make it on the delivery truck." Once again, Bob's rescheduled the delivery to January 24 and just at the end of the delivery time-frame they phoned to tell me that "your piece of furniture was on the delivery truck and because the roof of the truck was leaking, it damaged your piece of furniture". They told me they would call me back on January 25 with an update on the entire situation. I did not hear back from them on January 25, but received a voice message to call them that was left on my answering machine on January 28th. Initially, they told me they would reschedule again. I reiterated my concern of what's been going on and wanted a reconfirmation of the exact piece of furniture and the correct color, etc. They said they would call me back and they did phone back. However, they told me they cannot yet confirm if they have the correct piece of furniture nor tell me when I can expect to receive it. I told them I expect an answer from them tomorrow 1/29/15. I have kept a detailed accounting of this entire situation, including dates/contacts, pictures, etc. After dealing with the first defective sofa, I paid an additional cost for the replacement sofa warranty on the second sofa. To-date, I have lost a considerable number of days off from work associated with the problems related to these sofas. Aside from their ridiculous excuses, their lack of honoring scheduled appointments, their incompetence when it comes down to good business practice, I have exhausted my efforts to resolve this never-ending problem. To say that I am beyond frustrated is putting it lightly. I don't believe a company should be allowed to operate under these conditions and I believe your agency should revoke whatever license they have which would be in the best interests of the consumers.Desired Settlement: At this point in time, I have lost faith in this business and would prefer to receive a FULL CASH REFUND including the cost of the additional warranty. I can provide receipts, etc.

I would not want a credit from this company because I would never want to purchase anything from them ever again.

Business

Response:

Good Morning Revdex.com,

While we truly appreciate your continued efforts to help us

earn our customer’s trust back, due to multiple errors on our part, it is in

the customer’s best interest that we attempt to reach out to them directly in

this scenario. I did try to call the daytime phone number listed here first

however the number leads to a school directory and I was unable to get thru to

this customer via that line. I did leave the customer a voicemail on the second

number listed here and have also used another channel to seek direct

communication.

I have included an

email response I sent directly to the customer this morning (1.29.2015) for

your review (below). Please use this communication as our current response to

this complaint.

Good Morning [redacted]

My name is [redacted] and I work for Bobs Discount Furniture as a Customer Care Corporate

Liaison. I am so sorry for the disappointment you are experiencing while

seeking to get the last piece of your sectional in its original expected

condition. I assure you that we consider our customers to be the most important

part of our growing business and that it was never our intention to continually

make errors that have led to your current level of aggravation. We do want to

make any failures we have caused right by you and earn your satisfaction.

I tried to reach out to you by phone this morning and was

able to leave you a voicemail at [redacted]. I felt it necessary to reach

out to you via email as well to ensure that you were provided with my direct

contact information. I can be reached via telephone at [redacted] or by this

email address, which ever conduit of communication works best for you. If you

would prefer to use the mediation services the Revdex.com provides I do understand why

and will also forward a copy of this email to you thru that channel.

The current records associated with your account leave more

information to be desired and I am truly sorry again for the obvious clerical

errors on our part that have caused this confusion. In example, your account is

showing me that we have a team coming to pick up an armless recliner from you

tomorrow (1.30.2015) however no new delivery of the replacement armless

recliner is scheduled to occur until 2.1.2015. I find this odd because most of

our customers would opt to take an exchange on the same day and not break it up

into two different deliveries. I wanted to speak with you first to ensure that

this was a mistake on our end prior to canceling anything that you currently

have scheduled for the near future.

I understand and acknowledge the reasons why you are

requesting a monetary refund via your complaint to the Revdex.com at this point and

should you wish to cancel any future delivery attempts of this remaining

sectional piece I can discuss a partial refund offer for resolution with you

that will also allow you to keep the current merchandise you have.

I look forward to your response to me via telephone or

email so that I can provide you with the appropriate amount of care you most

certainly deserve.

I apologize again that these concerns have taken up so much

of your valuable time.

Kindest Regards,

Bobs Discount Furniture

Customer Care

Corporate Liaison

Review: Advertised special order sofa would be available in 21 days or less. I ordered and then after cancellation period Bobs called me and said 3 months.

I have a bobs credit card and they said I had to pay the special order deposit with another credit card. THEY DO NOT USE BOBS CREDIT CARD FOR SPECIAL ORDERS. Something is fishy with Bobs. I contacted the FTC and they said this is suspicious. I could also not use a Bobs gift card that states it is like cash towards the deposit.

This is consumer fraud and I will also write the Attorney Generals Office in NJ NY and CT. Bobs is misleading consumers and using bait and switch. Bobs also removes the furniture tags required by Federal law.

[redacted] should be informed of these criminal acts.Desired Settlement: I want a discount for not providing the furniture as promised.

Business

Response:

Good Morning Revdex.com,

I have just called this customer and left a message on

the machine connected with the phone number [redacted] posted. Please note this

consumer’s association with Revdex.com claim #: [redacted]s I am trying to avoid not

receiving a consumer response again.

There are several different concerns posted within

this complaint and most of them require more information from the customer so

that I can confirm their accuracy as well as address them with the appropriate

departments if deemed necessary.

I have provided [redacted] with my direct telephone number

via my message and am currently awaiting her return phone call.

Kindest Regards,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: After scheduling delivery for my special order couch last week for January 5th and confirming that date AN HOUR AGO, I just received another phone stating that this is incorrect and the item can be scheduled for a delivery date on the 5th but not actually delivered that date. What is wrong with the employees and manager at this location that they do not understand how their system works? When I asked to speak with the manager [redacted] again, he had Lisa come back on the phone and say that that is how it works. I have dealt with so many gimmicks in the last 3 weeks that it ridiculous.

Review: Bob's Discount Furniture in [redacted] Maine lied to my wife about a 5 year return guarantee for a couch purchased Oct. 7 2014. A sales person promised that for any reason the couch could be returned if she paid an insurance fee $39.99. My wife is from Africa, speaks 5 languages and understands promises very well.

I visited the store today and asked about returning the couch and offered to purchase another couch and a matress and box spring set. I was directed to Customer Care 800 number for Bob's in CT. Customer care said the couch was a discount item I need to talk tio the store. I called the store and [redacted] in[redacted] Maine said it was insured and there has been a mistake and please call Customer Care again to resolve the matter. She said she put a note on the account to that effect. I called Customer Care again and after another hour of explaining. the Customer Care representative, after speaking to a manager said they could do nothing it has been two months - too late but called the store in Portland to try to resolve the matter. Back on the line he said that the manager of the store said no - too late but I could go back to the store tomorrow and try again. I asked to speak with the customer care manager who I was told " has just left ". There was no manager to talk to but go ahead and call the store. The store has already told me that cuatomer care is the only place to resolve customer service issues.Desired Settlement: I have been offering repeatedly to purchase a couch and a matress set and to recieve store credit for the couch. The couch is in perfect condition except for the leg that a store employee removed and did not replace upon delivery. We dont use it.

My wife was convinced to purchase this couch by a verbal offer of guarantee. I find this to be offensive, coersive and fraudulent and we feel taken advantage of due to my wife's language ability and it borders on racial bias. I want also an apology for being directed back and forth between a managerless customer care representative in CT and the store in an attempt to discourage me from persuing this claim. We dont want the couch, its uncumfortable, too far off the ground and the leg is loose where the store removed it.

Business

Response:

Good Morning Revdex.com,

Please pass on our most sympathetic apologies to the

customer for any type of communication error they allege to be apart of the

sales experience within our ‘[redacted]’ location. We further apologize that the

customer feels there was any lack of care present while initially reporting this

concern to us and we assure our customer that we take great pride in being able

to resolve customer concerns in a fair and adequate manner.

Our records reflect that the merchandise in question was

picked up from a ‘[redacted]’ (Clearance) location and not delivered by a Bobs

Discount Furniture representative. The merchandise was also sold to the

consumer under the agreement that they were accepting the merchandise on the

same day of sale in the condition it was in, therefore the merchandise was sold

at a further discounted rate than what is offered as our regular discounted

retail rate. When merchandise is taken from a retail location for any reason a

document is signed by the consumer picking up this merchandise indicating that

they are accepting the merchandise in its current condition and taking full responsibility

for the merchandise and its transport from that point forward. As I was not

present at the time of sale I cannot confirm whether the consumer asked the

pick up personnel to remove the leg from this loveseat for transport or not. I

do know that it is a common practice of mine to remove the legs from a loveseat

to ensure it fits through a standard doorway while I am transporting my own

product in between residences. Please know that a Bobs Discount Furniture

representative would not commonly have been present at the ‘delivery point’ to

put a leg back onto this merchandise given the nature of this sale and the fact

that our records indicate the customer picked up this merchandise on their own.

As a business we regretfully cannot accept responsibility for a damage that was

caused beyond our control.

The additional ‘5 year [redacted] Plus Protection’ plan procured

on the merchandise offers coverage against factory defects and most in home

accidents (I.E. stains from food or beverage, human or pet bodily fluid). Our

sales invoice, that is routinely expressed to and signed by the consumer,

clearly outlines the purpose of this protection plan and the fact that

merchandise is not returnable after the act of possession has occurred. Bobs

Discount Furniture prides itself on core values such has integrity, honesty,

community, and diversity. To allege that any of our sales representatives or

personnel would mislead a treasured customer for any reason is malicious and vindictive.

This complaint was sent to you on 1.16.2015 and received from

the Revdex.com by our Corporate Offices today (1.20.2015). As of 1.17.2015 (one day

after the concern was filed for your review) our account records confirm that

this customer’s desired settlement has been met. Under internal order number[redacted] the customer has been provided with a store credit for the amount paid on the

loveseat and protection plan. This was completed as an extreme courtesy and our

company has made a valid effort to work above and beyond the company policy

guidelines we continually express in writing to please this customer’s

individual demands.

We consider this complaint closed at this time and encourage

the customer to reach out to us directly should any unforeseen need for follow

up occur at this time. We sincerely apologize again for the amount of time the

customer has had to spend on gaining the escalated resolution they originally

strived for.

Kind

Regards,

Bobs

Discount Furniture

Review: I brought a product two years ago, I have been going through issues of the equipment breaking down. Finally they decided to replace the set, but they delivered parts of the set broken. I called for them to fix the issue and I placed an order for the matching piece. Which was to be delivered on Friday Feb 28, 2014. However; they came to deliver on said date but they had no replacement dresser and the other piece I order was completely damage. I called for help for them to correct the problem only to be given another run around.Desired Settlement: I would like all my money back in full, or for them to replace all damage items and to deliver my other item with one year of free warranty service for the trouble they put me through. If not Write me a check for ALL of my money.

Business

Response:

Good

Afternoon Revdex.com,

Please

provide this customer with my sincerest apologies for the failures she has

endured. We have also received her message to our corporate office and in an

effort to make our failures right we placed this customer first and added her

merchandise onto a delivery truck for today. Our records reflect that the

customer’s remaining items were delivered today (3.03.2014) with no other

issues. Please let me know if further resolution is needed on this account.

Thank

You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: In February of 2012 I purchased 2 couches from Bob's Discount Furniture. I also got the Warranty which is called "Goof Proof". I paid in total $1605. The reason for this claim is because both couches are literally peeling and falling apart. I called the claims center so they could come to fix this problem but I was told I wasn't covered. I have proof that I bought the warranty. I tried a second time to see what I could do about my furniture falling apart but was now transferred to another company ([redacted]) that handles the claim. This new company instructed me to take pictures and email it to them in which I did, only to be told they could not do nothing for me because this was not covered. On my warranty it specifically says I am covered. Please help me rectify this issue.Desired Settlement: I would like for them to either come fix my couches or replace them.

Business

Response:

Good Morning Revdex.com,

Please give [redacted] my apologies for the disappointment she

is experiencing with her product. After reviewing [redacted]’s account our records

show that we went to [redacted]’s home on 11.09.2013 when she initially reported

her concerns. At the time we agreed to go to the home as a courtesy to see if

we could help [redacted], she was already outside of the Bobs Discount Furniture

Warranty associated with this merchandise. Our technician did make any repairs

he could to [redacted]’s merchandise and also logged that there were several

instances of customer cause damages and wear and tear on these products. This

service was provided to [redacted] from Bobs as a courtesy and there was no cost

to [redacted] for our technician’s labor.

[redacted] did purchase a protection plan for her merchandise at

this time of sale. This protection plan does not extend the manufacturing

warranty on [redacted]’s set. This protection plan, managed through the [redacted] company,

offers coverage against damages that occur as a result of an accident. [redacted]

is a national company and provides protection plans for many furniture

retailers, in order to keep their plan fair for all consumers understandably

there are exclusions to what is covered under this plan. I have looked even

further into [redacted]’s product warranty and verified with the manufacturer/maker

of this set ([redacted] Furniture) that the material is not warrantied through

their company for any period of time. The manufacturer/maker of this product

does offer a limited lifetime warranty on their reclining mechanisms, frame of

the sofa and loveseat (under normal use), and springs. If [redacted] is having

issues with these parts of her product she may contact Bobs Discount Furniture

Customer Care Office (###-###-####) and we can offer to service or order parts

for her under the evidence that her concerns stem from a factory defect.

As a business we have made every effort to locate an

available avenue for resolving [redacted]’s concerns with the material of her set.

We covered the cost of sending a technician to [redacted]’s home when she made us

aware of her concern and we reviewed the photos [redacted] sent us with our

Service Management Staff to ensure we were looking at [redacted]’s claim from all

angles. Like many other retailers, regretfully we are unable to take responsibility

for damages that occur beyond a product’s warranty period. Bobs Discount

Furniture truly wishes to help every customer who has a concern and we are

truly sorry that we have no further recourse to offer [redacted] in the case of

the material concerns she has with her product. Again, if there are other

concerns with [redacted]’s reclining mechanism, frame, or springs Bobs can offer

service to our customer on those portions only.

Business

Response:

Good Morning Revdex.com,

Please give [redacted] my apologies for the disappointment she

is experiencing with her product. After reviewing [redacted]’s account our records

show that we went to [redacted]’s home on 11.09.2013 when she initially reported

her concerns. At the time we agreed to go to the home as a courtesy to see if

we could help [redacted], she was already outside of the Bobs Discount Furniture

Warranty associated with this merchandise. Our technician did make any repairs

he could to [redacted]’s merchandise and also logged that there were several

instances of customer cause damages and wear and tear on these products. This

service was provided to [redacted] from Bobs as a courtesy and there was no cost

to [redacted] for our technician’s labor.

[redacted] did purchase a protection plan for her merchandise at

this time of sale. This protection plan does not extend the manufacturing

warranty on [redacted]’s set. This protection plan, managed through the [redacted] company,

offers coverage against damages that occur as a result of an accident. [redacted]

is a national company and provides protection plans for many furniture

retailers, in order to keep their plan fair for all consumers understandably

there are exclusions to what is covered under this plan. I have looked even

further into [redacted]’s product warranty and verified with the manufacturer/maker

of this set ([redacted] Furniture) that the material is not warrantied through

their company for any period of time. The manufacturer/maker of this product

does offer a limited lifetime warranty on their reclining mechanisms, frame of

the sofa and loveseat (under normal use), and springs. If [redacted] is having

issues with these parts of her product she may contact Bobs Discount Furniture

Customer Care Office (###-###-####) and we can offer to service or order parts

for her under the evidence that her concerns stem from a factory defect.

As a business we have made every effort to locate an

available avenue for resolving [redacted]’s concerns with the material of her set.

We covered the cost of sending a technician to [redacted]’s home when she made us

aware of her concern and we reviewed the photos [redacted] sent us with our

Service Management Staff to ensure we were looking at [redacted]’s claim from all

angles. Like many other retailers, regretfully we are unable to take responsibility

for damages that occur beyond a product’s warranty period. Bobs Discount

Furniture truly wishes to help every customer who has a concern and we are

truly sorry that we have no further recourse to offer [redacted] in the case of

the material concerns she has with her product. Again, if there are other

concerns with [redacted]’s reclining mechanism, frame, or springs Bobs can offer

service to our customer on those portions only.

Review: On June 14th my husband and I purchased a queen bed from Bob's furniture for our son' s room. That night my husband my husband assembled the bed. Much to our dismay it looked like a frame for a king sized bed. There was at least 8 inches on both sides of the bed maybe more. There was so much space at the end of the bed an adult person could stand in there. My son was very upset when he came home and saw the bed he had all the concerns we had. In addition my son said he could seriously hurt himself getting off the bed if he wasn't careful. He could trip and injure his face. Several years ago my son had facial reconstructive surgery. He has three metal plates in his face. So he is always careful as not to shift these plates. The next day I called the store and spoke with a manager named [redacted] who asked me to take pictures of the bed and send them to her an d then she would discuss it with her general manager. She promised to call me back but she did not. I called twice on June 16th hoping for some kind of resolution. All I would get is someone will call you backDesired Settlement: Refund

Business

Response:

Good Afternoon Mrs. [redacted],Thank you for choosing Bob's Discount Furniture. I apologize you are dissatisfied with your recent purchase. The bed you purchased was sold from our Pit, where items are sold as is and can not be returned or exchanged. The merchandise in the Pit may either be slightly damaged, discontinued, one of a kind's or canceled special orders; none that present a safety issue. Some beds may have a gap of up to a couple inches to allow for bedding accessories and/or specific types of mattresses.If possible, please provide the dimensions of the assembled bed , so that we may confirm that you have the correct size and a picture of the bed would be helpful so that we may view gap.Thanks,[redacted]

Review: Bob's does NOT care about the customer. This is the second time I've had furniture delivered and consequently, the second time I've had issues. Just 5 months ago, they delivered my bed frame with two left sideboards that wouldn't allow the bed to be put together. I had to wait a week for them to fix THEIR mistake, take more time from my work to fit THEIR schedule, and all I was given a very insincere attempt at an apology. I was told there was no other option. This week, I ordered a new tempurpedic mattress and was promised the Breakfast with Bob's time frame of 6am-9am. When I got the confirmation call, it stated a delivery time of 12pm-4pm. Confused, I called Bob's "customer service" line. After being told by two associates that there was nothing they could do, I finally got in touch with a manager who no authority to do anything but offer me a $50 Bob's gift card which was an unsatisfactory option. At this point, I had spent about 2 hours on the phone trying to correct THEIR mistake. Finally, I was called by a manager who (due to the weather) could only guarantee delivery before noon & would refund $50 instead of the standard $50 gc. This, at least, was showing some attempt to rectify the situation. This morning, I was called at 9am and was told that I was the next stop. Using the Bob's delivery tracker, it showed an estimated delivery time of 10:05am. When I checked again at 10am, the status had updated to DELIVERED at 9:43am!! Concerned because my mattress still had not been delivered, I called "customer service" (not sure at this point if you can call it that). I was told that they must have gone to the next stop because it was an easier route. The "customer service" associate stated that she could send them a message but could not contact the drivers directly. I calmly expressed to her my overwhelming frustration as a consumer with this ongoing situation. She said, "Have a nice day," and hung up. It is now well past 12pm, and I have no idea where the delivery is or when it will get here.Desired Settlement: I "real apology" from someone who actually cares and compensation for my time, treatment and frustration.

Business

Response:

Good

Morning [redacted],

I

cannot apologize to you enough for all the failures that have incurred during

your purchases with Bobs Discount Furniture. It is totally unacceptable that

you feel you were not met with empathy and kindness while speaking with our Customer

Care Department and I assure you we are not taking your disappointment lightly.

Bobs Discount Furniture honorably wishes to make our failures right by our

valued customers because we understand how important gaining and maintaining

our customer’s trust is to our business.

Our

records reflect that as of 2.15.2014 we have spoken with you and processed a

refund of $99.99 (your delivery fee charged) and are mailing a $200.00 Bobs

Discount Furniture Gift Card to your residence as forms of compensation for all

the aggravations we have caused you. I am so sorry again [redacted] for the amount

of inconvenience you have had to deal with and I pledge to you that the

compensation you have been provided is above and beyond the normal processes we

adhere to. We have provided you with these amounts because we understand that

your frustrations are our faults and your concerns deserved to be handled at

the highest level possible. Thank you for providing us this much needed

feedback as we have already begun to address the training concerns we have at

the various levels of our company that you have made us aware of.

Please

feel free to respond to me through this channel if you have further questions

or concerns I can be of assistance with.

Thank

you for your time and extreme patience [redacted],

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

2 reasons.

I would like to make you aware that things became even worse after I sent this complaint. Turns out my mattress was never even on the truck, no one from your customer care could get in touch with the depot or the delivery managers. I spent all day Friday(another day) on the phone with multiple Bob's associates trying to get the delivery rescheduled. It wasn't until 6:30pm on 2/14 (36 hours from when it was scheduled to be delivered) that I was told it would arrive between 6:30am-9:30am on Saturday 2/15 (48 hours from when it was scheduled to be delivered) by not only a human being but also a separate call from your automated service. I was also told I was stop #1. I woke up at 6am on Saturday (my only day off) to wait for the delivery. By 7:20am I called Customer Care to ask for my cr to track my delivery, as I thought I was 1st and it would have been delivered already, and she said "your delivery window is 8am-11am and you are tracking for delivery at 8:05am". Much to my surprise, I stated I was the 6:30-9:30 window and she said "well I don't know who would've told you that. I see it right here." I just laughed and said thank you as I wasn't getting into a discussion AGAIN. This was again very frustrating as I had an appointment to renew my U.S. Passport at 11am that I could not delay. One hand does not talk to the other at your company. Needless to say, my delivery arrived at 9:10am and a manager from your depot also stopped by to aplogize. That was the 1st noble thing anyone from you company did. Secondly, as far as your "compensation" for my fustration? I find it hysterical that as I am upset with my customer experience, personal time lost and wages lost that you provide me with a "Gift Card" forcing my to shop with you again. I REAL gesture would be a $100 credit on the matress as well as the $99 delivery fee. THAT would encourage me to shop there again rather than being forced to. I would gladly return the $200 gift card and close this complaint if you would accomodate. That would accually reduce your "compensation" to me from $299 to $199.

Sincerely,

[redacted] Keeley

Business

Response:

Good

Afternoon [redacted],

It

is very disturbing to learn that you were further disappointed after filing

your original concern, I do hope you were able to make it to your appointment

and I am happy to know that you also received a direct apology for the delay

with our delivery truck. By offering you a Bobs Discount Furniture gift card

our intention was to satisfy you and provide you with an actual item from our

showroom as an apology. We never meant to make you feel like you were being

forced to shop with us again. I can assure you this is not the normal way we

complete our business and we do have a vested interest in satisfying any

customer who has experienced disappointment on account of our failures. Please

keep the $200.00 gift card to use on a future purchase and I will honor your

request for a $100.00 refund as a further and final form of apology. The gift

card was processed on 2.24.2014 and I would expect to receive this in your regular

mail within the next 10-14 business days. If you’d like to use the credit

before then here is the gift card number as reflected in our system: [redacted].

I

sincerely hope that you view this response as a real effort to assist you with

your concerns and we would truly appreciate another opportunity to earn your

trust back in our business. I have left some directions below for you in

regards to getting your additional $100.00 refunded back to you.

-Anytime after 10am and before 9pm Dial ###-###-####.

-Press the number one (1) on your keypad when you hear Bobs voice.

-When the office person picks up explain that you are calling to

get a refund processed to your credit card and provide them this order number: [redacted].

-At that point they will take your credit card information from

you and complete the processing.

Thank

you for your time and I apologize so much of it has had to go towards resolving

this concern,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I purchased an $1200 couch, $800 entertainment system, and $400 dining room table back in October from Bob's Furniture. They delivered my furniture the first time about a month ago. On that delivery, the couch and table were not completely assembled properly. On the second delivery date, they fixed the couch but confirmed that the people who assembled the table on the first attempt ruined the table and that I would need a new one. On the third attempt, they had me sit home all day just to tell me that, they forgot to load my table on the truck and I would have to schedule another appointment. At that point, I started to cancel my order unless they were going to compensate me for this time loss. Two separate customer service reps told me that they could not give me any information about compensation until the transaction was finalized. Finally on the fourth attempt they delivered the table and everything is working properly. When I called back yesterday about the compensation, they only offered me $50 and when I said that was not enough, then they offered $100 and said that was the best that they could do. When I asked why, they said that their policy is to offer $50 compensation per trip after the initial delivery. My issue is that not only did I miss 3 unnecessary days of work for this, but they did not give me the proper information because they said they had to wait before they could tell me anything about compensation but they have a policy in place for it.Desired Settlement: The desired outcome is a store credit for the amount of the table because three days of work missed due to their errors is completely unacceptable. (Remember, the 3 days missed are after they delivered everything on the first attempt but assembled it wrong). Also, had I been given the proper information about the compensation policies, then I would have most likely cancelled the table because $50 is not worth my time. I am only asking for a store credit because I am sure they will not give me the cash because now I have the table and love it. They put the $100 store credit on my phone number to use if I go to any of their locations. I do not plan to use this until I hear back from the Revdex.com.

Business

Response:

Good Morning [redacted],

I apologize

that you had to take any more time than initially expected to receive your

entire order in the good condition we promised you it would be in. Please note

the Revdex.com acts as a mediation channel giving us an opportunity to respond to

posted concerns. In reading this

response you are not “hearing from the Revdex.com”, you are receiving a direct

response from Bobs Discount Furniture Corporate Offices.

Bobs prides

itself on providing you 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 you are satisfied with the product

that you have purchased from us. When we have made any failures right it is

then up to us and our discretion as a business as to what we may offer to

provide you with as a further form of apology.

I will most certainly be following up on the coaching concerns you have

presented within this complaint. It is very embarrassing to think any of our

Customer Care Agents would have told you we have a policy that includes a

certain dollar amount per trip. We treat all of our customers as individuals and

take ownership for our faults by resolving the concerns we have caused. We

always look to honor the original agreement made between our customer and our

business before discussing a further form of apology and it is not fair or

adequate to our complete consumer base to offer a further form of apology off

of one individual’s time.

While it is

not normal procedure to do so I recognize your extreme disappointment and since

you endured so many concerns with delivery it is logical to offer you an amount

of compensation based off the price you paid to us for a delivery fee. We

wouldn’t offer to compensate you based off the cost of factory fresh

merchandise you currently maintain in your possession in satisfactory

condition. Again the responsibility of any business is to honor the original

agreement made to our customer and we have successfully completed that, I am so

sorry it took more time away from your life for us to fix the mistakes we made.

In addition

to the already processed Bobs Discount Furniture Gift Card for $100.00 we will

process a second Bobs Discount Furniture Gift Card in the amount of $129.99.

These two (2) Bobs Discount Furniture Gift Card credits total the amount you

were charged for a delivery fee. I do feel that overall this is a suitable

offer for your concerns and hope that you can understand our position in

seeking to balance our needs as a business with the wants of our customer.

If you

would like to accept this additional Bobs Discount Furniture Gift Card for

$129.99, you may respond to me via this Revdex.com channel you felt necessary to open

or contact our Customer Care Department directly at ###-###-####, Monday

–Saturday 6:30am -8:00pm (we will be closed

on New Years Day).

Kindest Regards,

Bobs Discount Furniture

Review: I placed an order to purchase a replacement part (cushion and cover) for a couch that I had purchased. The cushion was damaged and not under warranty. I placed the order for the replacement part with the company customer service department, but was notified I would have to place payment with my local store and the customer service department lines are recorded and they do not take credit card information over the phone. Payment was made to my local store within 48 hours (probably closer to 24, it was 8 weeks ago so I do not precisely remember), and then I was notified that the part was actually not in stock, although customer serviced had told me it was, and would ship in 4-6 weeks. The estimated ship date was 11/21/2015. Payment was taken in full at the time of order. I contacted customer service on 11/30/2015 around 7pm to check on the status of my order. The associate had no information on the status of my order, and told me I would be contacted within 48 hours. I called customer service again today, 12/05/2015 after not being contacted within 48 hours, and was told that that my new ship date would be March 2016. I was not notified, and was extremely [redacted]et that my ship date had gone from in stock to 6 weeks to 6 months from the original order date. My order is paid for, and the couch as a product is still in stock. The company has no explanation, other than it looked like the original order was placed incorrectly, and has no definitive ship date for my product, just a guess that it will be ready to ship by March 2016. I am very [redacted]et that they did not notify me of the change or look into the problem until I contacted them, and so I do not feel confident that unless I call them in March 2016 when I still have not received my already paid for part, that they will stay on top of my order. They offered me a refund and cancellation of my order, which is not acceptable as I need the part for the product to be functional. I asked to speak directly to the parts department or the vendor, to which I was told that they are both internal departments and do not field phone calls.Desired Settlement: I would like my part to be delivered. I have paid for this product and I do not think it is acceptable to wait 6 months to receive delivery when I was told at the time of order that it was in stock. At this time they are guessing that the product will be ready by March 2016 but do not have any confirmation of delivery date. I do not think it is appropriate for the customer to have to follow-up on their own order to guarantee it is being placed and completed.

Business

Response:

Good Afternoon Revdex.com,

I do hope the customer can accept

our deepest apologies for the inconvenience the unexpected delay causes in this

case. Our records do show that our customer accepted a $50.00 Bobs Discount

Furniture Gift Card from us as our apology for the lack of follow up on the

delay and that request was fully processed today -12.12.2015. We assure our

customer that it was never our intention to keep them waiting for this part and

remain just as disappointed as they are that there is any additional delay.

I have sent an additional message

to our Parts Department on our customer’s behalf; alerting this department (the parts department is in fact the only

internal group of Customer Care permitted to speak with manufacturers and most

are overseas shipping parts by container only which may cause a delay just by

being held up at sea or within United States Customs) to inquire with the

manufacturer if there is any way possible to get this shipment sooner than what

is currently anticipated. Regretfully most vendors will not agree to air mail

us parts and continue to ask us to wait for their container shipment to come

thru port.

We will try our very best to get

this part sooner for the customer if possible and appreciate their acceptance

of our compensation offer as well as their extreme patience.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I am concerned about the lack of follow up from the company previously, and that there is still no estimated ship date. They did send me a message directly that my shipping time frame had been updated to mid- to late-January instead of mid- to late-March, but again, as there was no communication the first time when there was a problem. I just want to be assured that there will be periodic follow up if there are any changes or a shipping date becomes available through the manufacturer. As the company mentioned, their products are sent by cargo ship, and so I would expect them to be very much aware of when they are receiving a shipment.

Review: My husband and I ordered our [redacted] bedroom set from Bob's Discount Furniture September 2014. They have delivered our items damaged and missing pieces THREE times and did not call us at ALL to notify us before delivering our order each time! We were guaranteed that our order would be delivered undamaged and intact without anything missing. This has NOT happened! We have been sleeping on the floor without a mattress since this original delivery was scheduled! Their customer service representative [redacted], spoke to my husband and guaranteed that our delivery would be specially inspected by a manager (by ripping open the packaging and inspecting each piece) before it was delivered. THIS DID NOT HAPPEN. Then another customer service representative, [redacted], whom I spoke with yesterday, after their THIRD delivery attempt, guaranteed, this same special inspection by a manager as well as monetary compensation. My husband went into Bob's Discount Furniture on [redacted] Avenue in [redacted], ** and spoke to a manager named [redacted]. She said she would talk to another manager, then call me to discuss what they can do to fix this mess and make us happy. I have not received a phone call yet and I feel as though I'm having steam blown up my rear end. I am so upset about this as I am typing this, that I am shaking uncontrollably and I am in tears. I can't believe we are being treated so unprofessionally! Can you please help us?Desired Settlement: My husband and I want our [redacted] bedroom set COMPLETELY inspected, delivered with an HONEST GUARANTEE that it will be intact without damages and missing pieces! We also want our monetary compensation that was promised by delivery customer service representatives ([redacted]) and ([redacted]) which is money taken off of the order for our inconvenience of having been disappointed for our delivery being damaged and pieces missing. We have been sleeping on the floor of our new home with just blankets and NO mattresses because we were originally promised our order in a timely and correct fashion. I also have a back condition also, so I am not happy that this is happening!

Business

Response:

Good Morning Revdex.com,

I spoke with Mrs. [redacted] yesterday (11.18.2014) via phone. We

apologize for any and all inconveniences we have caused during the multiple

delivery attempts Mr. and Mrs. [redacted] have endured. Mrs. [redacted] has my direct

phone number and I have made agreements to follow up directly with her after

her upcoming delivery on 11.21.2014.

Thank You,

Bobs Discount Furniture

Review: We bought a credenza and an associated protection plan from Bob's. The salesman - [redacted] - told us that in case of ANY problems, he would refund all the money to us if the credenza was returned within 30 days of purchase. The day we got the credenza, we found out it had holes in the top, and so we called the store to return it. They agreed to take it back the next day, and credit our credit card immediately. In the next billing cycle, we saw that only the protection plan had been credited to the card, the credenza had not. When we called them, they said they would only offer us store credit. When we raised this issue to the store manager, he reluctantly agreed to honor their promise at purchase time to refund the money, not give us store credit. They took our credit card number over the phone and told us their finance department would refund the money. It has been 2 weeks, and they keep making excuses about refunding the money. I am scared they would either use my credit card for fraud, or never refund the money.Desired Settlement: I want them to apologize to me, refund my credit card IMMEDIATELY, and also give me a gift certificate for their store.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies to our customer for any

confusion that may have taken place because of our failures. I assure our

customer that it was never our intention to frustrate them or make their return

process tough on them.

Our records indicate that the refund for the credenza ($427.99) has

been fully processed from our system. Should the customer still be waiting on the

refund to the credit card it would only be related to the processing time the

bank who owns their credit card is taking to update their credit information.

In regards to a further form of apology we are able to offer this

customer a $50.00 gift card to Bobs Discount Furniture. This gift card will

never expire and can be used on a future purchase for many cash and carry items

we have in any of our showrooms.

We are so sorry for the amount of frustration our failures caused,

should the customer want to accept this Gift Card they may respond to this Revdex.com

claim as ‘satisfied’ or contact our Customer Care Office (###-###-#### Mon-

Sat/ 6:30a -8:00p) to confirm the creation and shipment of this apology offer.

Kind Regards,

Bobs Discount Furniture

Review: Ordered furniture from BOB's on 09/28/2014 schedule delivery 10/07/2014 after 5 p.m., rec'd call on 10/04/2014 del at 7.26 a.m.. Called to tell them that it's not possible to be home at that time since I work. Spoke to our sales person [redacted]. said she will take care of it. While she was looking into getting a later time, I also called and found out that they don't schedule any deliveries after 3 p.m.. Long story short, on the 7th I got home at 8:07 a.m., waited all day, no delivery. This is very important, BOB's delivery asks that you be home ALL day, no matter what time they give you. Next delivery 10/13/2014, husband took the day off to be home, furniture was delivered but the wrong sectional. This time I wanted free delivery I wanted my money refunded as my husband wasted a working day to get furniture. On 10/13/2014 [redacted] the floor manager said yes to refund of $169.99 as I went to store an hour away for the third time to get the right furniture ordered and a refund. 10/14/014 [redacted] the Office manager said she will get me delivery ASAP 10/21/2014 a refund and another day off to be home for furniture. 10:27 a.m. delivery time wait wait wait 5:27 p.m. they finally they here after along time giving directions to drivers arrived 6:28 p.m.. State of the arts computer system is a GPS. Rec'd furniture the netting on bottom was ripped they did fix it on the 31 of October. Another trip to Bob's where's my refund. [redacted] can't issue refund only [redacted], and she's off. No refund of $169.99.Desired Settlement: Refund of $169.99 for delivery and compensation for day's off work and wasting my time running back and fourth to [redacted] and refund back for [redacted] $199.99. Total $369.98

Business

Response:

Good Afternoon Revdex.com,

We apologize to our customer for any and all inconveniences

that we caused them during their furniture purchase/delivery. Our records do

indicate that we spoke with this customer on 11.09.2014 and the refund for the

delivery fee paid is being processed back to the customer in the form of a

corporate check.

In regards to the [redacted] refund the customer is

requesting in their ‘desired settlement’,

a full cancelation and refund of the

plan is certainly possible as we offer this within 30 days of the delivery occurring.

Should the customer wish to keep the five year protection plan we are unable to

offer a monetary refund of any portion on this plan. The plan is honored in

part by a company called [redacted] and in order for the

plan to remain active in between our company and theirs the payment for the

plan must remain processed on the original sales order. Should the customer

wish to have this plan fully canceled and refunded please advise them to

contact our Customer Care Offices to verbally request this at ###-###-####

(Monday – Sat 6:30a-8:00p).

I apologize again for the frustration our customer had to

experience overall due to our failures.

Thank You,

Bobs Discount

Furniture

Consumer

Response:

Review: [redacted]

I am rejecting this response because: No call was answered on 11/09/2014, they left a message asking for me to call them back with my credit card number. I have the message saved of time and day they called to confirm that they are not being truthful. This refund should have been done on 10/10/2014, but they kept me waiting and playing games with my time. I've called them, I visited the store many times as no phone calls where ever returned regarding my refund. I have sat at the store waiting for the manager or whom ever they said could issue a credit. Only to be told that no one was available. My time wasted in waiting for delivery all day three times and also time it took to fix the damaged couch, and missing work. I feel I am entitled to some kind of compensation for the bad customer service I have been given. If I didn't go through Revdex.com I would still be waiting for a response.

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

I apologize to the customer for any confusion that may be present

regarding this refund. Our records indicate the below information being passed

to us on 11.09.2014.

Refunding

as check customer states she cant find the card she paid with originally... she

will call back if she does.

Above

Comments Added By [redacted] On 11/09/2014 at 10:50

The customer’s refund has been processed and is being sent

to her in the form of a corporate check (7-14 business days to arrive by mail)

due to the customer telling us she couldn’t locate the original credit card she

used. We can certainly cancel the check request should the customer wish but we

would need to speak with and have her provide us with the full original card

number as we do not keep entire credit card numbers on file for our customers

protection. We only maintain unrecorded lines at one level of our customer care

office and all of our retail locations. The customer is welcome to contact us

by phone should she wish to provide the original card number and information.

The refund remains processed back in a monetary form as

originally stated with a credit number of: [redacted].

Thank You,

Bobs Discount Furniture

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I NEVER spoke to any one about not having my credit card number on 11/09/2014 . I have a voice mail from BOB's finally after contacting Revdex.com requesting that I call them. Two months of trying to get a refund from them while I was in the store. They never asked for my credit card, I was always told it will be done later. I was put off many times. And to say that they spoke with me is a lie. This company is untrustworthy and I want my money back. I am putting in a dispute with my credit card company as fraud from BOB's as they have lied over and over again. I will send there check back as I did not agree on the price that I deserve. $369.98 is the price that will stop this madness. And BOB's will never hear from me again.

Sincerely,

Review: Purchased the [redacted] protection. Was told if the item can't be fixed it would be replaced. I had a dresser fixed by them and it was worse after then before. Let it alone and put In a claim for something else and was told damage was excessive and they wouldn't fix or replace It after 3 months of back and forth and bobs forgot to send over my warranty informationDesired Settlement: Replace my dresser like I was told would happen

Business

Response:

Good Afternoon [redacted],

I apologize for the frustration you have experienced while

seeking to resolve your furniture concerns. I believe that there is confusion

present in between the [redacted] (managed by a company called [redacted]) and Bobs Discount Furniture directly. I do hope to clear

up that confusion for you and the Revdex.com.

Our records reflect that your merchandise was serviced by

Bobs Discount Furniture on 7.31.2012. Our technician touched up scratch marks from

a perfume spill on your dresser and mirror. This service was done as a courtesy

to you as Bobs Discount Furniture does not normally cover customer caused

damages to the merchandise.

On 7.25.2014 you called [redacted] (a company separate from

Bobs) and reported that toy cars caused damage to your dresser. [redacted] denied

this claim under their own determinations that the explanation provided did not

line up with the damage present on the merchandise. The protection plan does

offer a replacement if merchandise cannot be serviced however these are options

offered when/if [redacted] chooses to take your claim on. In this case [redacted] has denied you claim and Bobs Discount Furniture does not have the authority to

overturn denial results from a third party company.

In regards to the service Bobs provided you over two years

ago, you have not made us aware of any disappointment with this service until

now. The technician’s workmanship was never reported as unsatisfactory to us

and there has been an excessive amount of time that has passed from then until

now. If your merchandise has been moved to a different address, it is also

reasonable to assume that scuffs, scratches, and scrapes could have occurred

during the process of this furniture being moved from residence to residence.

Bobs Discount Furniture is prepared to offer you a courtesy

service for repair or touch up on the dresser and tv chest. In accepting this

service please know that this service will be provided on a best effort

basis only. This means we will do our absolute best to touch up the damages

present and cannot/ will not be held liable for future occurrences of damages

or workmanship deterioration on this merchandise. We take great pride in our

technician’s quality workmanship and are happy to provide this service even if

our customer has moved to a different address. Providing all facts within this

scenario this is the best offer Bobs Discount Furniture has to make at this

time.

Should you wish to accept our offer for resolution, please

reach out to us through this Revdex.com channel or via our Customer Care Offices at

###-###-#### (Mon- Sat/6:30a – 8:00p).

Kind

Regards,

Bobs

Discount Furniture

Review: I previously purchased a loveseat, sofa, bed frame, dresser, mirror, and nightstand.

My first order was the Charlotte Sofa and Loveseat. Upon ordering I was informed that both were to be delivered the same day. Shortly after, I received a phone call stating that only the loveseat could be delivered. Due to time constraints and added stress of having no furniture as promised, as well as having to change the delivery date upon shot notice, this was the only option I could accept. I was disappointed but couldn't change my plans and rearrange my work schedule.

Although I received quality customer service during delivery, I felt short-changed from the experience I was expecting . Upon delivery, there was a tear in the loveseat cushion and again no sofa. I was informed that a new cover for the cushion would be expedited to through the mail and that a service technician would come replace the cushion with the cover that was to be mailed. I received the cushion cover months later only after follow up phone calls. To this day, no service technician has been offered.

I had to take a second day off work in order for the sofa to be delivered. Upon receiving the sofa, it too had a tear in the cushion. In an attempt to avoid anymore hassle I was willing to accept it as it was, just in order to have furniture.

Next, I ordered a bedroom set. Again, I was disappointed that the bed frame was on backorder for over a month. I was still willing to accept this as I understand supply and demand and the set delivery date did not affect my family plans. I took a third day off work to receive the dresser, mirror and nightstand. The nightstand and mirror came in wonderful condition. However, the dresser had several chips and missing wood. Due to this, I had to take a fourth day of vacation time to receive the new dresser.

Upon time for the delivery of the bed frame, I had to take a fifth day of vacation. At this point my employer did not believe me that I was taking a fifth day of vacation to receive furniture. When the delivery team opened the bed frame from the packaging, I noticed chips in the head board and leg. In order to avoid taking another vacation day and highly jeopardizing my career, I was willing to accept the frame with the chips. Once the delivery team started to assemble the frame, it was discovered there were no feet for the legs. I was informed the feet would be expedited to me and was shown how to screw the feet in and was informed once the feet were screwed in I would then have to use a drill to screw the slats to the frame. After another several weeks, I still had not received the feet for the bed frame. I called customer service and was informed the delivery team should not have done that and they are to assemble the frame as I paid for installation. Additionally, I was informed they would ship me a new frame with all the parts. However, I had exhausted my vacation days and was in need of a weekend delivery. At this point, I was informed there were no weekend deliveries available as they were all booked up for as far out as they can schedule. Still to this day, I have no bed frame. This also displeased my family members when they took their vacation to vist and I was forced to put them in a hotel requiring them to replan their vacation due to the distance and traffic to the nearest available hotel. This furniture has not only cost me the sale price but an additional $3025.60 in work time taken off and additional hotel fees to put my family in a hotel during the vaction. Subsequently, the bedframe has been laying on a slant with metal(where the feet screw in) on the wood floor which has caused scratches to the floor. Additionally, one of the several delivery teams left trash through out the parking lot and hallways in the condo building. I was forced to clean the trash to avoid a fine from my HOA and Condo Association. After being told an agent would contact me directly via phone it did not happen. A second email resulted in a phone call at 7pm to which a voicemail was left stating to contact the general phone line. When finally, speaking with customer service I was informed their was no manager to speak with, although they were able to pass me off to another person. Upon speaking to this person, I was informed her manager would not be available for another week and that their was no one else to speak with in the entire company(I found this very insulting.) This person stated their manager would give me a personal call the next week. However, I have not received this call. Customer service's resolution to my misfortune was a $200 refund for the delivery fees and a $150 store credit which none of could be issued until my delivery has been completed fully with no outstanding issues. This is an unnaceptable resolution based on the hardship and misfortune I have encountered.

I appreciate consideration of my discomfort/displeasure and hope that there can be a resolution to this type of error from occurring again in the future. If there is a concession that can be made, it would be gladly received.Desired Settlement: I am demanding refund of my entire purchase of the Sofa, Loveseat, and bedroom set.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies for the frustration and

aggravation our failures have caused our customer. We do take responsibility

for our failures while acknowledging our ownership for the aggression our

customer has communicated to various levels of our customer care organization.

Our business is making valid attempts to address and rectify all of our

customer’s concerns at this time. The customer’s account currently indicates

the following:

We presently have a part(s) order in place to address the concerns

existing on the sofa and loveseat.

A property claim is active in our system in reference to the

merchandise causing damages to the property and the customer is welcome to

email us photos of the damage along with an estimate for repair ([redacted] ) to move

this claim forward.

We have a pending exchange order set up for the bed that was

canceled from a previously scheduled delivery we were set to make (this exchange

was last canceled from a scheduled date of 10.13.2015).

On 10.7.2015 our customer spoke with one of our Call Center

Managers (Ms. M[redacted]), which is and remains the highest level of professional

available put in place and fully trusted to handle our customer’s concerns by

our business. Ms. M[redacted] has disclosed to me that she made a reasonable

apology offer (which is also reflected in her recording on 10.7.2015) to be

refunded to the customer’s original method of payment after the concerns had

been rectified. As we clearly failed our customer in the delivery processes of

both sales orders we are willing to refund the cost of the failed services to

the customer. As a further form of our apology (which is at any businesses

discretion) we have agreed to refund an additional $150.00 to the customer’s

method of payment. Ms. M[redacted] has further disclosed to me that she provided

our customer with her direct phone number so that she could ensure this

agreement was processed to the customer after the scheduled delivery we had in

place to exchange the bed was met with a satisfactory result (please note as

indicated above –we had this resolution scheduled to occur on 10.13.2015 and it

was canceled the day prior to its arrival).

The above

resolutions for damaged product replacement parts and/or full replacement along

with our apology offer are still options we consider active for resolution. If

the customer allows us to-we are happy to continue our pursuit of correcting

the merchandise concerns and apologizing to our customer with compensation

after we have been able to earn their satisfaction in the original products

selected.

Again – We take ownership for the disappointments we have caused

and should the customer wish to return

the merchandise they currently have, (we would schedule a delivery team

to remove the merchandise) we will work far beyond our stated policies and

agree to provide them with a full refund of each sales purchase price once the

merchandise has been fully check into our distribution center.

Please note: The Property Claim

is considered a separate entity from the sales order so even with the option

for return to refund we still require the documentation requested (above) to

assist with the property claim.

In response to this statement (made by customer):

“If

there is a concession that can be made, it would be gladly received.”

Our business is willing to discuss options for what we will refer

to as a ‘concession to keep’ for the concerns present on the sofa, loveseat,

and bed. Please let us make it clear that this is not the route we see best for

our customer and while resolving our customer’s concerns is certainly our main

focus – providing a partial refund percentage of the cost paid for these items

does not seem like a caring avenue for resolution when our customer is stating

that the current bed they have is unusable.

If the options we currently have in place or the removal for full

refund are not acceptable avenues of recourse for our customer to consider and

they are still seeking a partial refund (concession to keep) we are happy to

explore that option after viewing pictures (sent to Revdex.com) of the concerns

currently present.

As the customer is agreeing to keep the item with these damages should a partial refund be

processed, it is only to their benefit to allow us the opportunity to see the

damages present.

If the customer would like to us to review the partial refund option in more

depth (concession to keep) we request that they send thru Revdex.com a minimum of

three photos for each concern they are requesting concession options for:

-One photo of the entire piece at a distance

-One photo that shows the damages at a distance

-One photo that shows the damages from close range

We will review these photos and respond with what option(s) for concession to

keep we have available.

In conclusion, our business has several avenues available

(some currently active and in process) to assist our customer in moving forward

and we are making an enormous effort to honor our customer’s demands while

continuing to operate under business terms that keep all resolutions fair for

all consumers alike. We agree that we have failed our customer and seek to make

these failures right by our customer even if that means working beyond our

normal procedures.

We look forward to hearing back from our customer via this

mediation channel they have selected to open and apologize again for all the

time they have spent seeking resolution to these furniture concerns.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I must respectfully reject the response made on behalf of Bob's Discount Furniture. In the response the company only addresses future negotiation regarding concession for damages to furniture. While they do admit they have failed in the delivery process and offer a refund of that cost, it is an unreasonable offer. Given the unrefuted and unrebuttable evidence that Bob's Discount Furniture has failed their customer on several occasions, any person untained with bias and prejudice would not see their current offer reasonable. Bob's Discount Furniture has yet to acknowledge and address concerns for the misfortune and c the extreme cost of time the customer has experienced due to the lack of care by Bob's Discount Furniture. The company has further stated they will only make a concession once all deliveries have been completed with customer satisfaction. After multiple failed deliveries at the expense of the customer, it is not reasonable to believe that the next delivery would be to customer satisfaction. Further, the company states that resolution was to be set and the customer cancelled. As recorded on the phone call, the customer clearly states the day would not work due to scheduling and having exhausted all of his vacation time, planned to be spent with his family. The company completely ignored the customer and scheduled the delivery, knowing the day did not work for the customer. The customer again experienced more of his time consumed by Bob's Discount Furniture when he received an automated message stating that a delivery was scheduled after he stated the day would not work. The customer was then forced to call the company another time to inform them again that the delivery date would not work. Upon further review, the customer has determined the last partial bed frame that was delivered was in fact a refurbished/used frame. The frame even has a mark from a screw indented into the frame indicating a previous assembly/installation of the frame. This is absolutely unwarranted and cannot be denied as bad business. Additionally, as recorded the customer service agent stated that she would have her supervisor call the customer and the customer still has not received a call. The customer is not asking for a refund for the furniture. The customer is asking for his order to be complete and undamaged, which I believe is not something a customer should or need to ask for. When a customer ask these questions, a company has miserable failed that customer. Due to the misfortune the customer has experienced he is asking for a reasonable concession for the following:

Review: We purchased a bed form Bobs Furniture store on 3/2/2013. I also purchase a 5 year extended warranty called goof proof for $100.00 which I was told covered everything and was given a pamphlet on the coverage. On or around Dec 2014 I noticed the foot board post where both lose and where stripped and could not be tightened. The holes in the foot board seamed to be drilled to large and is a manufactures defect(which Bobs covers for 5 years)I called Bob's # on the order sheet and they said I had to go though the Goof proof plan. So I called so I called the # on Bob's goof proof plan(which says partners with Guardian) They took my claim and said no Bob's had to cover it because it seems to be a manufacture's defect. So I call Bob's back again. They made a appointment to send a tech out. he came out on 1/14/14. when he was here he looked at it for 2 seconds said it could not be repaired and had a manager named [redacted] on the phone who told us to call Goof Proof again and tell them when and how it happened. I had already told them it was not any particular accident but wanted me to tell them that it was so they would cover it? so I called goof proof back to tell them what the tech and manager from Bob's said. The lady I spoke with was [redacted]. she said that she did not know why I called since the claim had already been Denied? I asked why, Now she told me it was denied because Hardware components are not covered(which on the info given to me by Bob's it does not say that anywhere) So I call Bob's Back again(this is all on Wed. Jan. 14,2014). Now I get a lady named [redacted]. so I explain what guardian said and she looked into it, had me send pictures to them and someone will get back to me within 24 hrs. No call back or response so I call them today and again after a 2hr runaround I get someone. she say hold while I look at the pics. Then tells me Not covered because there tech said I was not a manufactures defect and had to take it up with guardian they cant help me? Bobs sold me the plan!Desired Settlement: All we want is the foot board to be replaced since they say it cannot be repaired. we paid for the extended 5 years plan and there is a maufacrers defect warranty.

Business

Response:

Good

Afternoon Revdex.com,

Please

pass on our sincerest apologies for the disappointment this customer is

experiencing with their Goof Proof Plan purchased in 2013. On the date the

customer purchased this merchandise our company offered the ‘Goof Proof Plan’

which offers 5 years accidental protection against a variety of occurrences that

can cause damage to the furniture. The consumer has outlined within their

attachment the reasons this third party company is denying their claim. The

sales flyer we provided at the time of sale for this plan indicates that ‘breakage

of wood’ is covered however it is displayed in several places (top and bottom

of the right side facing) that the coverage is for accidental damages. The

bottom of the sheet advises that ‘Accidental Coverages are from a single

incident’ therefore the customer not reporting an accidental incident

means that the coverage from this purchased plan does not apply. The plan has

not failed this consumer as the guidelines for coverage are not being honored.

As clearly depicted on the

copy of the sales invoice the customer provided, we expressed at this time of

the sale that Bobs Discount Furniture guaranteed the merchandise to be free

from any manufacturing defects for a period of one year from the date of

delivery or pick up. The customer had this delivered on 3.14.2013 so any

coverage directly thru Bobs expired on 3.14.2014. The first report of concern

for this was reported to us on 1.02.2015 meaning that the customer was already

outside of their warranty thru Bobs for nearly an entire year. No reports of

concern were made to us within their actual warranty period.

As a courtesy we sent a

factory trained technician out to the customer’s residence (at no charge to the

customer) to see if we were able to make a repair. This option placed our

customer’s needs beyond the needs of our business and the fact of the coverage

directly thru Bobs being void for an already good chunk of time. Regretfully

when our technician arrived to the home (his report depicts that there was a

baby sitter in the home to accept service appointment) he found that the legs

and footboard were cracked. He also reported that the post is loose due to

insert out of the leg and this concern was non-repairable.

As

a business it is reasonable for us to gage by this report that hardware that

was originally there has gone missing from the product causing overall

destruction to the frame and footboard. Our factory trained technician found no

defect in workmanship of the product present, this fact combined with the

remaining truth that the customer has no coverage remaining thru Bobs directly

regretfully leaves us with no further options for resolution.

While

we remain very sorry that this concern is unrepairable, the customer is outside

of the expressed coverage guidelines we set forth at the time of purchase (see

customer’s attachment), and that the claim has been denied due to lack of

accidental report thru the protection plan (Guardian) we are unable to offer

any further recourse for this concern.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I Bought a sofa and love seat two years ago in July-2012. with additional goof proof coverage for five years from bobs furniture. three weeks ago accidentally I had a cut with knife on top part of the sofa while I was working on the ceiling.when I bought goof proof coverage they said that they do cover accidental cut damage and stains. after reporting my claims to them no one respond me back. called them three times and finally they said this is not covered under my coverage as cut is too big. and she was representing [redacted], a third party company who handle goof proof claim. after few arguments she told me contact bobs furniture. when I call customer service at bobs they said they just sell the products after that its upto [redacted] to approve it or not and want me to call them to resolve it out.for me its a big scam to get extra $100 from each customer in the name of goof proof. if they are not even to listen to his customer.Desired Settlement: either they fix my accidental cut on sofa or replace with new one.

Business

Response:

Good Morning Revdex.com,

Please pass on my apologies to our customer for the

frustrations the Goof Proof Plan caused after this accident occurred. Our Goof

Proof Plan is far from being a scam and we would never offer our customers any

item that we do not truly believe to be valuable. As we do stand behind all the

products we sell, our customer has already been provided with resolution

directly from Bobs Discount Furniture for this concern. Our records reflect

that on 5.28.2014 (the same date we received this Revdex.com claim) a resolution was

entered into our system to satisfy our customer’s concern.

Review: I ordered a bed and dresser from Bob's Discount Furniture on September 1, 2014. It was delivered on September 20, 2014 with a broken drawer, a scratch along the entire top of the dresser, as well as scratches along the headboard and side of the bed. The delivery men told me that I needed to put the drawers in myself (I told them one was broken) and I needed to put the knobs on the draw myself. I told them there were scratches and they left. I called customer service as they were leaving. Customer service informed me that they would make another deliver on September 23, 2014. When the deliver men called to tell me they were there, they came to look at the damaged furniture in my apartment first. They agreed it was damaged and asked me to come look at the new furniture before they brought it into my apartment. We all agreed the new furniture was worse than the original. They informed me to call customer service and ask for another delivery but ask for a "white glove inspection" before they send out the product. Bob's customer service agreed. On October 1, 2014, the delivery men called my fianc's phone multiple times (whom works at a hospital and unable to answer phone). I called customer service twice to ask them to call my phone instead. They informed me that they no longer had time to deliver the product today and had to come back on October 7, 2014. I asked a man named [redacted] to please issue a refund and come pick up the product. He agreed. I called again on Saturday, October 4, 2014 to confirm and now this is no longer possible. They will pick up the furniture but only for a store credit because "I waited three days to report the issues" when in fact I reported the issues to customer service (all three times) at the time it was delivered. Now Bob's will only issue a store credit (while still charging me for the delivery fee).Desired Settlement: A refund for the product, as well as the delivery fee, would be appreciated.

Business

Response:

Good Afternoon Revdex.com,

We have contacted this customer today (10.07.2014) and

advised that we will offer a refund after this merchandise has been

successfully removed from the home. This pick up is scheduled to occur today

(10.7.2014) and we apologize sincerely for the dissatisfaction that [redacted] was

met with during multiple delivery attempts and in speaking with our Customer Care

Office. We thank our customer for making this complaint so that we can use the

coaching and quality concerns presented as tools to grow within our

organization.

Our records

indicate that [redacted] will be following up with our retail location after the

pick up is completed so that her refund can be completely processed to the

original method of payment.

Kind

Regards,

Bobs Discount

Furniture

Review: My husband [redacted] and I purchased a Monticello 54 x54 pearl table top and chairs set on 9/20/2015. It was delivered on 9/23/2015. After the delivery team set it up I noticed some flaws in the table top so the delivery man called customer service and explained the situation and she set up a new tabletop to be delivered. They delivered the new table top today. And once again almost in the same spot there is a flaw, as well as 3-4 CHIPS along the top edge of the table which are rough and some deep enough that I can put my fingernail in. I called the regular customer service and explained to them the situation and she in turn talked to her supervisor and returned to the phone to say I'm sorry there is nothing we can do. Since we already did a one time courtesy exchange. Not being satisfied with her response I contacted the corporate customer service and spoke to Chris explaining once again the situation and he had to speak to his manager Amanda. After returning to the phone he explained that what they are able to do is issue a re selection at the store that would expire on November 30th 2015. So ok I said great until he proceeded to tell me the only he could NOT do was waive the delivery fee of the reselection. Uhm excuse me? What did you just say? We spent a total of $3239.95 in your store including a delivery fee of $229.99 and your telling me I will have to pay another delivery fee if I choose a re selection. That is unacceptable and NOT very customer friendly. Very disappointing.Desired Settlement: The desired resolution that would be customer satisfaction would be a refund of our initial delivery fee of 229.99 for not having quality merchandise and we would keep the table top we now have and say thank you very much. That is called customer service.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our apologies to the

customer for the disappointment they are experiencing with the product and for

the lack of care they feel their concern is being addressed with.

We provide a ‘natural characteristics’

poster in our stores that describes the likely and expected traits for this

type of product. I have attached this document for Revdex.com and consumer’s review

for this claim.

When the customer initially reported

their concern we believed the report indicated a disappointment with the

natural characteristics of this piece therefore we offered a one time courtesy

exchange. Now after the second table delivery we still believe the customer is

communicating a disappointment with the natural characteristics of the item. In

an effort to please the customer we provided the option to them of picking a

different product (not made with stone) that may suit their expectations

better. As a business we must take into consideration that with this offer we

are now agreeing to remove another table that has nothing structurally wrong

with it due to customer preference. In all fairness our business did not fail

our customer in delivering adequate product that is up to the manufacturing

standards of the piece. As a retailer we also took proactive action to make the

consumer aware of what should be expected of this piece prior to the initial

sale being completed (by displaying the stone poster information in location).

If the customer still wishes to make a

reselection on the table because they are unhappy with the natural character of

this item we will agree, as another courtesy, to waive the new delivery fee associated

with the reselection.

If the customer disputes this response

because they truly believe their table is structurally damaged they are welcome

to send thru photos of these damages and we will review these pictures with our

Service Management Team to see if any further resolution offer should be made

off of the current table top in the home.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison