Bob's Discount Furniture

Review: I purchased a few items from bobs discount and it all fell apart and was broken . But my problem is my infant son spilled milk on the couch and now it smells like mildew and im afraid for his safety .after trying to clean it with their product and no such help andonly worse marks I contacted [redacted] and wanted to file a claim. Based and me saying theres tons of stains the couch smells bad they refused my claim.and gave me an attitude and hung up me. My warranty was supposed to cover this . They wiggled their way out of cleaning the couch because of how I "worded it" I was spoken to horribly and hung up.Desired Settlement: All I wanted was a cleaning service through [redacted] but after how I was spoken to and handled I want my money back

Business

Response:

Good Morning [redacted],

I am very sorry to learn of your disappointment with your [redacted]. I assure that this plan is extremely valuable when used within

the appropriate guidelines that the plan denounces. The [redacted] Plan is not intended

to cover multiple occurrences of damage as the detailed contract and the sales

flyer, we provide at the time of sale, indicates. This plan is for coverage on one

time incidents only and I have included the complete contract and the sales flyer

you were provided as attachments for everyone’s review.

I do apologize that the third party company who manages this

plan did not apply any care and empathy to your case when you initially called

and I’ll be happy to review your case in more detail directly from Bobs

Discount Furniture should you be able to supply me with the following photos

thru this Revdex.com channel:

Review: My husband and I purchased furniture from Bobs Discount Furniture located in [redacted]. We purchased a living room set, and 2 bunk bed sets. The furniture was delivered to our new home at [redacted] in [redacted] on 8/24. The parts to put my 2 year old son's bed together were missing. The delivery personnel confirmed that the parts would arrive in approximately 5 business days, and to call back when they arrived to finish putting the bed together. We have called Bobs 4 times since then. Each time, we are told they cannot "confirm" when the parts will arrive, but that they have been shipped. We call back each week and receive the same answer. Additionally, it takes approximately 20 minutes on hold before I can speak to anyone regarding this issue. Finally, my two year old son has been sleeping on a mattress on the floor in his room. Last night, his head hit a baseboard heater due to the fact that there is no bedframe. And, Bob's Discount Furniture left very heavy boxes all over his room which I cannot move myself and I'm concerned will fall and hurt one of my children.

I've yet to hear back from anyone at the company with a resolution.

I can be reached at ###-###-#### or [redacted]. Thank youDesired Settlement: I would like the parts to be delivered ASAP and finish setting up my son's bed.

I would also like to be refunded either the total bed cost, or at least the delivery charges (as it's been almost 4 weeks).

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies for the inconvenience this experience

caused our customer. There is no doubt after reviewing this complaint that we

failed our customer on several different levels and we remain very embarrassed

regarding the failures we caused to our customer.

We can certainly understand the customer’s frustration and acknowledge

the reasons why the customer feels they are owed something additional after the

completion of their delivery. At this time the customer’s account reflects that

the new merchandise has been successfully delivered as of 9.22.2015.

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

the price. Our primary focus is on making the concern we caused right so that

our customer is satisfied with the product that they have purchased from us.

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

Furniture Gift Card because as a business we understand the importance of

earning our customer’s trust back and proving to our customer that delivery

failures are not part of the normal daily operations that have helped us grow

to be one of the largest furniture retailers in the U.S. We also wish to

provide our customers with a tangible item as a further form of apology rather

than just committing to the act of pacifying someone with a monetary amount.

Should the customer wish not to provide us with another opportunity to deliver

merchandise we can understand the reasons why in this scenario and have several

cash and carry items that can be taken from our Showrooms or pit locations as

our free gift of apology.

While it is not normal procedure to so we do recognize that we

have failed our customer on some extreme levels and we are willing to make an

exception in this case to work above our normal compensation guidelines and

policies.

I have listed two (2) options

below for the customer to choose from for compensation. Please have the

customer select (1) one option and respond back to us via this Revdex.com channel:

:#1:

We will process a Bobs Discount Furniture Gift Card in the full amount of the

delivery fee paid ($229.99)

-Or-

Option #2:

We will process a Bobs Discount Furniture Gift Card for ½ the amount of the

delivery fee paid and refund the remaining ½ to the customer’s original method

of payment.

We look forward to hearing back from our customer and we apologize again for

the concerns our failures caused to her family.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: We purchased furniture on 1/6/13, a couch and chair and a queen size mattress and box spring. What a nightmare this has been! On day of delivery, one of the delivery man broke a hanging plant filled with dirt while installing couch and hid it (along with other delivery garbage) by pushing the couch in place. Went to store with pictures and they agreed to refund delivery charges of $229.99, but failed to credit the tax on the delivery charge of $18.69. Subsequent to this, we received 2 defective mattresses (determined by their service technician) and a defective couch. Again went to store and we agree to select a different mattress which was less in price and a new couch and chair, also less in price. The first mattress was $1119.76 and the lesser price mattress was $599.00, a difference of $520.76, with tax, the credit issued should have been $563.07. The store issued a credit of $498.21, a difference of $64.86. This third mattress was also defective (determined by their service technician) and mattress and box spring were picked up and returned. My wife has called their customer service at 1-[redacted] on April 20, 2013 and was told they were not accounting and they would send an email to accounting and they would call her back. She waited until April 29, 2013, called again and was given the same message of not accounting someone would call her back. To date, May 6, 2013, no one has called back. They have issued credit for lesser price furniture that was purchased and defective mattress and box spring, but they still owe us credit.

Product_Or_Service: Couch Chair Mattress Box Sprg

Order_Number: [redacted]

Account_Number: [redacted]

Desired Settlement: Want the amount of $83.55 ($18.69 delivery tax charge and $64.86 price difference of mattress) refunded to my credit account of Bob's through Wells Fargo Bank

Business

Response:

Business Response /* (1000, 5, 2013/05/10) */

Good Morning Mr. [redacted],

I have researched your account and processed the requested refund. You can expect $83.55 to post to your Wells Fargo finance account within 1 full billing cycle.

Review: Furniture was delivered. My property was damaged along with the furniture. The delivery personnel spoke to my wife at our house directly claiming the damage done will come out of their own checks. This was intimidating to my wife so I asked if they could send different personnel to remove the damaged furniture from my house. The sent the same personnel. They came back to pickup damaged property but could not remove from my house. We incurred additional damage to furniture and my property. I have spent hours on the phone to finally agree on keeping the damaged furniture at a discount as we did not want them coming back to our house. At their request, I got an estimate on the damage. The manager I dealt with named [redacted] emphatically assured me that we would be compensated for the damage to our property after we settled the damaged furniture issue. There was significant damage done to the property. This manager I have spoken with for the last 4 months has not returned a phone call in a month after leaving message after message and their customer service dept claims the case is closed.Desired Settlement: Reimbursement for damage done to property.

Business

Response:

Good Afternoon Revdex.com,

We apologize that Mr. [redacted] experienced any concerns with the

merchandise or the behavior set forth by the delivery team. Our records outline several refunds processed

to Mr. [redacted] as resolution for the merchandise concerns and as our apology for

associated failures in scheduling and alleged delivery team behaviors.

Following our normal operations for Property Claim involving a

third party provider, Mr. [redacted] claim was handled and followed thru on unswervingly

by the third party provider. Mr. [redacted] was provided with a follow up from the

trucking company directly per the below included copy of email. Should Mr.

[redacted] have further questions or concerns regarding this specific property claim

we encourage him to follow the direction set forth by the trucking company in

the included communication:

From: [redacted]

Sent: Thursday, January 22, 2015 3:29 PM

To: [redacted]

Cc: [redacted]

Subject: Bob's Discount Furniture Damage Claim #[redacted]

FOLLOWING EMAIL FROM [redacted]

Dear [redacted]

It’s been brought to my attention that

your damage claim with Bob’s Discount Furniture from March 21, 2014, has

been denied as of April 24, 2014.

During our initial contact in March, you

indicated you would not be pursuing this damage claim.

Our policy is to keep damage claims open for

only 30 days. With that in mind, we are notifying you in writing to

consider this damage claim now officially closed.

If you have any concerns or questions,

please contact me directly.

Regards,

[redacted]

Email: [redacted]

Phone: [redacted]

Kind Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: Purchased a complete bedroom set and at the time of delivery we pointed out to the delivery team all sorts of imperfections, damages and broken pieces. The delivery team just instructed us that we should call to report the issues to the customer service center, which we did that exact same day. They did not instruct us that we had the option of not accepting delivery and ask for a refund.When we called customer service they instructed us that because we kept the furniture we did not have the option to return the furniture and ask for a refund. We just had the option to ask for an exchange for the same furniture set or a store credit.We are not satisfied at all with the quality of the furniture and are dissatisfied with the misinformation that we were provided with. If we had known that we should have told the delivery team to take back the furniture, we would have. But instead they just told us to cal customer service to report the issues, and that is exactly what we did.Desired Settlement: The only option that Bob's Furniture offered was the option of a store credit so that we can choose another bedroom set and exchange it. We chose the refund because otherwise we would have to keep the damaged furniture.What we would like is to have a refund so that we can buy the furniture somewhere else.

Business

Response:

Good Afternoon [redacted],

I apologize to you sincerely that your concerns have not been met

with the appropriate amount of ownership and responsibly on our part. I certainly understand why you are requesting

that we work above our normal policies and remove your bedroom set from your

home for a monetary refund. At this time we want you to know that we do care

about our customers and will do what is right to satisfy their concerns.

We have placed a return order into our system for your bedroom set

(Order number: [redacted]) and the associated funds you were charged our goof

proof plus protection plan on your nightstand alone ($39.99). Please contact

our retail location where you purchased to provide them with your credit card

information and schedule a pick up date for the bedroom set. You can contact

our store at ###-###-#### anytime between the hours of 10:00am -9:00pm Monday

–Saturday. Please ensure you press the number one (1) on your phone’s keypad

when you hear Bob’s voice and this will connect you directly to our office. Once

the merchandise has returned to our inventory the refund amount of $1,035.75 will

automatically be released from our Accounting Department to the bank that

manages your credit card.

[redacted], please accept my apologies again for our mistakes and I do

hope that you find the rest of the merchandise you purchased from us highly

satisfactory.

Kind Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: A year after Super Storm Sundy, I bought all my furniture damaged by the flood from BOb's Furniture. Prices were affordable and the quality of the furniture not too bad. As an advice from the salesmen, we bought a protection plan to protect our investment. The Salesman Said "if your dogs or any pet, or someone else damages up your furniture by accident, it will be repaired when possible or replace by a new one if necessary." Every year of the coverage, "apparently 5 years term of protection," you will call us and will cheerfully come to give your furniture a protection treatment. I called them because the cloth that wraps the cushion on all of the 8 dinning room chairs have damage. The thread of the material keeps of sticking out. Three of the chairs wood frame are are loose and need reinforcement to avoid them from falling apart. They send an inspector who when entering saw my dachshund (toy size) dog and he intermediately said: Don't tell me that your dog did not ruin the chairs because believe I have been doing this business for quite a while and and I know he did it. You can not tell me that dog did do it. So he told me to call the insurance and tell them that it people had damaged my chairs during a party. The insurance did not cover it because they assumed that there was not accidental damage but damage because of daily use. We only sit a those chairs for major holidays like three times a year of if we have visitors. Everyone involved in he process of the protection plan misleads the buyers or the users after the purchase. They do not know what the exant extent of their own protection plan and expect the customer to buy it and understand without explaining it to them in a honest way. I Expend money and what it was promised was not not true. Buyers be careful with false promises and expectations from this business.Desired Settlement: Replacement of every single piece of furniture or repair them.

Business

Response:

Good Afternoon [redacted],

I apologize for your disappoint in the valuable protection

plan we offer our customers and I further apologize for the abrasive experience

you allege to have endured from our service professional. I assure you that we

stand behind the value in all the products we sell and strive to meet our customer’s

needs with empathy and kindness each day.

Our records reflect

that your six (6) side chairs were delivered on 3.16.2013 and your first report

of concern came to us on 8.12.2014. As you have indicated the ‘[redacted]’

program is designed to protect your furniture against damage from accident. I do apologize however the manner that you are

reporting the damage in this complaint alone leads one to believe that your

concerns are the result of normal wear and regretfully normal wear is not

offered as a coverable incident under this protection plan.

[redacted] Inc. is a national company that

is partnered with various furniture retailers and in order for the plan to

remain fair for all consumers alike there must be exceptions to the coverage

the plan is able to offer. The time of sale is a very exciting time and we do

expect our sales professionals to provide our customers with a general overview

of the plan during this exciting time when we know that many important details

are not always heard by our customers. We do provide an informational flyer

along with your sales invoice that denotes exactly what the plan covers and an

overview of that flyer refers consumers to follow up with their specific plan

documents because there are exclusions to coverage.

Again I apologize for the nature in which you cite our technician

addressed you and your pet while inside your residence, we do not find this

type of behavior acceptable and will certainly follow up on the clear coaching

concerns we have. Our technician did report locating at least one scratch

(about an inch in length) on all six (6) of your chairs and it is my belief

that this is what he may have been trying to help you get covered through the ‘[redacted] Plan’. The Bobs Discount Furniture Factory Guarantee expired on your

merchandise and Bobs is unable to take responsibility for concerns that occur

outside of that warranty period. Our service technician was sent to your home

at no cost to you has courtesy to see if we could help make any repairs to your

chairs on a best effort basis because we care for our customers very much. Unfortunately

when a technician locates damages caused by the customer or the environment they

become worried about making any repair at no cost for liability reasons.

I can offer to review photos of the six (6) chairs and the

current concerns you have with them, you may send these photos to me through

this Revdex.com channel and I will review the concerns and the overall condition of

your chairs with our Service Manager. I will be happy to complete more research

on your behalf to see what, if any, resolution we can offer after receiving photos

of your merchandise. Please include at least one photo of each chair in its entireness.

If the “looseness” is something that is hard to show via photos that is

understandable however I still ask for pictures of each chair to determine if I

can offer to cover the cost of a different ‘best effort’ service technician

coming to your residence.

Kind Regards,

Bobs

Discount Furniture

Corporate

Customer Care Liaison

Review: I had furniture delivered on 08/18/2015. On 09/03/2015 started noticing that there were scratches on 2 of the cushions.

I had purchased their "goof proof protection", so I called them to inquire about warranty protection. Was informed that furniture issue was not covered under this protection plan. Called Bobs furniture to inform them of my situation but was told that the problem was due to normal wear and tear so they are not responsible. This furniture is 16 days old and is already showing signs of poor workmanship and inferior quality. I would like resolution to this problem but have no where else to turn.

Thank youDesired Settlement: Replacement of the seat cushions in question. Or money refunded.

Business

Response:

Good Morning Revdex.com,

We are sorry that our customer is experiencing any concerns while seeking to

use the protection plan purchased and/or communicating damages to us directly.

We most certainly want to help our customer however we are not

being provided with the information needed to allow the assistance to take

place. It is uncommon that scratches just appear on furniture and our trifold,

provided to every customer at the time of sale, indicates that the customer

should contact us within three days of their delivery to make us aware of any

concern they feel may have been present from the point of delivery. When we are

called several weeks later and told about cosmetic damages (such as scratches)

as a business we must seek further information so that we can properly assist

that customer and all customer’s alike.

If the customer can report a coverable accidental incident (what ‘goof

proof’ covers) that caused these scratches we can process the claim via the

protection plan they purchased, offering the benefits that are associated with

this plan in full. I have attached the plan terms and conditions for reference.

If the customer continues to maintain that this cosmetic damage just appeared on

its own or that it just wasn’t reported all together we ask that the customer

submit photos of the damage and the piece itself. We will review these photos

with our Service Management Team and respond with what courtesy option, if any,

for partial coverage may be available for resolution here.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: Recently purchased a marble dinning table with 8 chairs. I've had the table delivered damaged. Two other attempts was made to deliver a table free of defects, yet the new tables arrived with worst damage. I have on a previous occasion purchased a living room set, but never again......The response from the store was to keep the table and offer us a 20% discount with or without the one year store warranty. Without the one year store warranty I was offered a 30% discount. Or store credit refund for future items at the store. I wouldn't for the life of me recommend Bob's Furniture Discount to none of my family or friends.I feel that having paid for new furniture that if I choose to terminate the purchase, that I should be able to get a full refund, and not just a store discount since I'm not getting what I paid for. I don't know their record with the Revdex.com but I know with me it is forever tainted.Even if I get no resolution, I just wanted to let you know and others that Bob's is not such a good store. To buy quality furniture. Sadly enough, they have lost a customer and possibly customers with this shoddy transaction and attempt to satisfy this customer.Desired Settlement: People should get what they pay for or get a full refund if requested without being offered so many different substitutes.

Business

Response:

Good Morning [redacted],

I am very sorry to hear about the terrible experience you

have had with Bobs Discount Furniture. I assure you that we always seek to

provide our customers with the best options available to them while working

within the needs of our business. I would be happy to take a look into your

account and see if there is anything else I can offer you to satisfy your concern

and ultimately win your trust back in our business.

I am unable to access the sales order that you have

indicated you purchased from us with the information you have provided in this

complaint. Can you please respond to me and provide me with your account

information so that I can perform a secondary review on the options you were

offered?

Any of the following information will be extremely helpful:

The full name listed on your sales invoice

The phone number listed on your sales invoice

The delivery address of the merchandise

The sales order number reflected on your invoice

Thank you for your time [redacted] and I am eager to receive your

response so that I can help you further.

Kind Regards,

Bobs

Discount Furniture

Corporate

Customer Care Liaison

Review: My family ordered furniture for me after hurricane Sandy in 2012 from Bobs. Our salesman upsold us on the Goof Proof insurance saying it will fix 'any problem' we have with the furniture and it is a 'great investment'. That isnt true. They would not fix our faulty table leg, couch cushions that sag, or stains on the couch or table because we moved. Obviously we were going to move if we were in a temporary apartment after a major storm. As of recently I have contacted bobs as have my husband and mother, who paid for the furniture in the first place. Goof proof will not do anything, the store plays dumb, and customer care has kept me on hold for the better part of 10 hours waiting for answers. After five phone calls in 3 days because noone will take responsibility for anything, I am told that while the customer service rep knows what I ordered in terms of replacement cushions for my sad looking couch (horrible quality), their 'parts department' has not inputted the order. If the order is in the system and the parts department is allegedly part of customer care, why can they not access the order?I was also informed that the parts department has no phone number and I am at the mercy of someone in customer care (i use that term 'care' loosely)to call me back after SEVENTY TWO HOURS to then take my payment information. I would just like a new couch or some new cushions, my table not to wobble from a stripped screw hole, and the stains to go away. I also want to make sure nobody will be bamboozled into this fake protection plan and horrible customer service.Desired Settlement: New couch/cushions. New coffee table leg that doesnt wobble and stained part replacement.

Business

Response:

Good Afternoon Revdex.com,

I set up a communication path for [redacted] and myself today

(7.25.2014) and I have provided her with my direct contact number so I can

assist her in resolving her concerns at a rapid pace. We are very sorry for any

inconveniences we have caused [redacted] in this time of need and I look forward

to being able to satisfy her and earn her trust back in our business and our

Customer Care Department.

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: On Sunday March 23rd I ordered a black leather storage Ot[redacted]an from your [redacted] location.I was called in to pick it up on Friday the 28th. I arrived at the store, and the item was loaded into my vehicle.Once home I opened the item to find it was the wrong color (white). At this point I called the store and was told that I had to bring it back to the store. This was the first problem, as I dont see why I should sit in traffic for another hour or two because of your stores mistake. I made this clear, and the lady on the phone told me that she would waive the fee. The item was scheduled to be delivered on Wednesday April 2nd.I took the entire day off of work, as requested by Bobs, to be available for the delivery. It was scheduled for 11am-2pm.At 4pm on the 2nd your incredibly unprofessional delivery staff arrived, proceeded to place their binder of papers on my girlfriends flower pot, crushing the flowers underneath. They then set their pens and other paperwork on the roof of my neighbors car. I cannot even begin to tell you the level of outrage here, this is completely unacceptable behavior, and extremely disrespectful. But it gets worse.The driver then unloaded my ot[redacted]an, which was white. Thats correct, a second Ot[redacted]an in the wrong color. He then asked my girlfriend for the use of her cell phone to call the store, as he didnt have his own apparently. I have lost an entire days wages ($220), wasted multiple hours of my time driving to and from your store, had my personal effects damaged by your employees. I called your store immediately and was placed on hold for 37 minutes before the line was disconnected.Someone from the store finally called me, and discussed the issue with me. He then told me that there was no chance at all of me recovering my lost wages, and offered me a discount on future purchases. This is a completely unacceptable response.I need to know how you plan on making this correct, as of right now I am out $200 for the ot[redacted]an that I do not have, $220 for the entire wasted day that I had to take off of work, and at least 3 hours of my time spent dealing with all of these pathetic issues.When calling your corporate office at ###-###-#### it states the number has changed and requests that I call the exact same number, ###-###-####. This puts you in a loop where nobody ever answers.Desired Settlement: I would like the correct Ot[redacted]an delivered, and compensation for the wages I lost, waiting for Bobs to deliver a second defective item. This compensation can be in cash, or in store credit.[redacted]

Business

Response:

Good

Morning Revdex.com,

I

am so very sorry for the failures that this customer has had to endure based

off of our error in making his sale incorrectly. We expect all of our delivery

teams to behave in the utmost professional manner and I thank this customer 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 purchase/delivery.

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 4.16.2014

to resolve this concern. 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 will make 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.

I

genuinely apologize again for the impression this customer has been left with

of our business.

Thank

you,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: On July 31st, I purchased a chair & sofa from Bob's. It was all to be delivered on August 9th. 10 minutes before the truck arrived, I received a phone call stating the chair was damaged and won't be delivered. After spending over 30 minutes on hold, I was told "it happens all the time." I spoke to someone the next day who said it was damaged on Aug 7th, and a replacement was sent overnight to the warehouse but it didn't make it in time. I now know this was a lie. A replacement delivery was scheduled for Aug 16. I was told it would "definitely be there." I received 2 calls confirming delivery on the 16th. At 7pm pm on Aug 14th I received a call to tell me the chair is now back ordered and won't be delivered until mid October. How can the chair be back ordered now, when it wasn't when I bought it? It stands to reason that if a replacement was sent, as I was told, to be delivered on the 9th, it would still be in a warehouse with my name on it waiting for me. That was all a lie. I was told they do not check whether or not an item is in stock until it is to be pulled for delivery. I asked if Bob's regularly sells items to people without checking if they actually have them, and was told "Yes." Meanwhile, my credit card has been charged for for the chair, the extended warranty for the chair, and delivery for the chair. I was also told they would "consider" compensation for all the hassle, but not until after it is delivered, which would put it outside of the window for me to dispute the charge to my credit card- the only leverage I have as a consumer. I don't think they'd let me buy over $1,000 of merchandise and pay for it 12 weeks later, why should I pay for something I haven't received, and won't for at least 9 more weeks? I just want to be told the truth. I've been lied to so many times throughout this, I don't know what to believe anymore. If they hadn't screwed up delivering the 1st chair, this wouldn't be happening.Desired Settlement: I want what I paid for, or I want my money back until it arrives. I'd also like to be told the truth as to exactly what happened because what I've been told this far is contradictory and therefore impossible to be entirely truthful.

Business

Response:

Good Afternoon [redacted],

I apologize that you feel so

disappointed by the service that you have received thus far. I assure you that

our customers are the most important part of our business and the information

you have received from our staff is factual. I apologize in advance that this

response is going to be long winded however the information you are asking for

is extremely detailed in its nature and I feel you deserve the appropriate

response that you have escalated your concern to the Revdex.com to obtain.

When merchandise is initially

written into our computer (time of sale), our inventory system runs a check on

stock. You are scheduled for your delivery date based off of what our inventory

system presents at this time for availability. In your case it was scheduled

for 8.09.2014 as your sofa and chair showed in stock within our ** distribution

center.

A few days prior to your actual

delivery date your merchandise is picked from the racks in our ** distribution

center and loaded to a transfer truck that will travel from ** to a

subcontracted trucking company’s depot location in **; in your specific order

our records indicate that this loading process occurred on 8.07.2014. As a

business we complete about 3,000 deliveries a day and regretfully there is not

enough man power to ensure that every single item is opened, looked at, and

repackaged before it makes its transit to our trucking companies’ possession.

In reality checking every item could cause more chance for damage and we must

place a certain amount of confidence in our manufacturer’s abilities to

properly package their products for transit and sale. Over the course of more

than two decades in business we maintain a 97% completion rate for merchandise

arriving in good condition. I am so sorry that your chair was part of the

failed 3% on the initial delivery date and I assure you, as you were informed

we tried our very best to avoid you having to deal with that occurrence at all.

When we are made aware of an item

being damaged during transit we will try and get a replacement in good

condition out to the trucking depot as soon as possible to avoid displeasing

our customer. There is a very small window of time in between the item arriving

to be unloaded and reloaded from a transfer truck to a delivery truck and this

also depends on the timing of when the trucking company initially notices that

the item may have suffered damage and opens the packaging to confirm such

thoughts. In example, some transfer trucks (usually 18 wheelers) work overnight

and arrive at these depots somewhere close to midnight. We wouldn’t have been

informed of the located damage on your chair until we opened the following

morning leaving us with less than a day to get a replacement chair on another

transfer truck for your scheduled delivery date. If the transfer truck doesn’t

make it in time or cannot be unloaded in time to be reloaded to the delivery

truck your sofa was already on (along with at least ten other customer’s

furnishings) it will not make it out for delivery.

Throughout each business day our

trucking companies are continually releasing what we call “return trailers”. A

“return trailer” is a transfer truck that is built and managed to hold what we

would consider trash merchandise as well as returning merchandise from customer’s

homes (along the lines of a customer receiving a replacement sofa because

theirs suffered a manufacturing defect within warranty). These trailers will

also contain merchandise that we have sent down that will not be delivered to

customers within that same delivery date. The trucking companies do not

commonly have space for storage so they will not hold inventory for an extended

period of time and our inventory must remain accounted for at all times. The

replacement chair that was sent down for you was sent back on a return trailer

containing trash and used furniture on the same day it arrived to that depot.

We also take many safety precautions with these trailers to avoid any type of

contamination occurring within our warehouse therefore the merchandise

returning on these trainers is not factored into our inventory count for new

sales for obvious reasons.

When we rescheduled your chair

delivery for 8.16.2014 our computer told us the chair was available and we saw

no reason as to why your chair would not ship as verified for delivery on

8.16.2014. Please know that your rescheduled delivery is viewed as a “new sale”

to our inventory system. This means that your chair would follow the same exact

process as I have outlined above to get to you. On 8.14.2014 when we went to

physically load your chair to a transfer truck for shipment we were met with shock and disappointment that

our computer miscalculated the stock it told us we had available to ship for

new merchandise. When our department was made aware of this inaccuracy we

relayed this unfortunate information to you.

At this point we were at the mercy

of waiting on a replenishment container shipment for our overseas vendor. Our

inventory system told us that we wouldn’t be receiving this container shipment

until the October timeframe you were quoted. When we are waiting on a container

shipment because our inventory has been completely depleted (or completely

locked to another customers order) our system automatically populates the worst

case scenario factoring in time for the reality of our business which is time

for an actual container ship making its way across the ocean, through united

states customs, onto a Vendor’s 18 wheeler transfer truck, and into the yard of

our ** distribution center where it is finally off loaded and checked into our

inventory.

Our records

indicate that as of yesterday (8.17.2014) we called you to advise you that we

now show stock in our ** distribution center and can schedule your chair for

delivery. This means that one of two things occurred. We either received our

replenishment container much earlier than expected or the multitude of customers

who had this particular chair logistically reserved to their order for this

past weekend’s tax free sales in the state of [redacted], canceled these

orders which freed up previously accounted for inventory and made it possibly

to schedule your sales order. Because your sales order wasn’t rescheduled due

to the far out October arrival we anticipated there wasn’t any merchandise

locked to your order and our system read your sales order again as a new sale.

[redacted] I am

so sorry again that your specific chair has experienced so many transit and

inventory concerns. Bobs Discount Furniture prides itself on providing our

customers with the best quality merchandise for the best price point possible

and we always look to rectify our mistakes prior to discussing a further

apology. We still want very much to deliver you the chair you originally

selected to match your sofa. Please contact us at ###-###-#### ( Mon-Sat: 630a

-8:00p) or you may contact your retail location directly by dialing ###-###-####

and pressing the number one (1) on your phone’s key pad after you have heard

Bob’s voice. We are eager to hear from you at your earliest convenience to

schedule a delivery date for your chair. If you still remain unsatisfied after

we have made our failure right by you (by delivering your chair) we can then

revisit your account to determine a reasonable offer as a further apology to you

in the form of a Bobs Discount Furniture Gift Card. While I genuinely hope this

doesn’t happen it is within your control to cancel the sale of the chair and receive

a monetary refund for the chair and any differences in delivery and Goof Proof

Plus charges this chair refund may have on your order while just the cost of

the sofa remains.

Kind

Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I bought the montreal from bobs my table started looking scratched they called a tech he said it was a manufactures defect we got another table the same thing happened we called bob they said it was our fault and refused to help us we bought there goof proofand they refused to help they said my warrenty expiered thats why bobs wouldnt help bobs said to appeal we could not talk to any supervisors because they are always in meetingsDesired Settlement: it was not our fault we dont even eat on table

Business

Response:

Good Afternoon Mrs. [redacted],

I have researched your account and apologize that the table has failed to meet your quality expectations.

Your first table was replaced because you contacted us 2 months after delivery and our technican determined that a defect was present. It was close to one year after the replacement delivery that you called to report multiple damages to the table top. When the technnican arrived to your home he noted that the damage was unrelated to a defect but offered to provide best effort repair service on, March 28, 2014.

Goof proof is designed to provide coverage against most common types of in home accidental damage however, each incident must be reported separately. Your claim was denied because you did not specify the cause of damage; before denying the claim [redacted] gave you an additional 24hours to speak with members of your household to determine how the damage occured but you refused and the claim was closed.

The available option to you at this time would be the best effort touch up by our Service technican.

Review: I purchased the [redacted] set from Bobs in [redacted], October 28, 2014. As of March 2015, all cushions are now sagging on both couches and look horrible! A service tech came in and confirmed that the couch cushions, are in fact sagging. Not only did he confirm the sagging, the first thing he did was unzip the seat cushion and stated that I was given the old foam technology! I was hesitant to bye from Bobs, as my brother had previously owned couches from there, and they sagged and looked terrible. I was assured by the salesman the [redacted] couches have this new cushion technology and they are guaranteed not to sag... After hearing that I received the old cushions in the couch that should never of been made with them, I spoke with costumer service whom declined there is no such thing as new cushion technology!! I was offered new cushions and a trade in, but I feel betrayed and feel that Bobs is dishonest and can not be trusted, I requested a refund. My request was denied. I feel that if I get new cushions or trade in all of this will happen again. I have never seen anything like this! Couches are supposed to last years, not months!!Desired Settlement: I feel if I get new cushions or get store credit for new couches, I will be going through this all over again. I no longer trust Bobs. I signed a contract to receive specific couches with its specific contents, and Bobs did not follow there end of the agreement. I want to return my couches and a receive full refund to purchase couches elsewhere.

Business

Response:

Good Morning Revdex.com,

We are very sorry for any confusion that has been rendered as a

result of the conversations held with our agents. During the time of sale (in

OCT of 2014) we sold and delivered this customer the exact model of furniture

that we displayed, disclosed (there is a placard of material makeup in front of

each living room on our sales floors) and I am assuming sat on by the customer.

Sometime after the customer took possession of this merchandise

the vendor and most of the furniture industry in its entirety (not Bobs

Discount Furniture directly) decided to start manufacturing living room seats

with the inclusion of memory foam and not just high density foam. We were

advised by many of our vendors that they would be sending new sets with this

memory foam seating and then our floor models were swapped out. There is absolutely

no reason why a memory foam seat would “sag” and high density foam would not “sag”.

If there is "sagging" present in the merchandise that shouldn’t be it

is most likely related to a factory defect and not the specific type of foam

that is used. Our business has been selling sets and carrying warranties on

high density foam seats for over twenty years. There are literally millions of

customer around the United States that maintain high density foam cores with no

factory defect present in their living room furniture. Again, our business does

not deceive our customers and this consumer was delivered the exact model

selected during their time of purchase.

This customer’s merchandise is experiencing a factory defect

within warranty and our business has offered multiple routes for resolution by

taking responsibility for this defect. Furniture today is built on an assembly

line at the factory, like any other furniture retailer (or any other business

for that matter) regretfully there are sometimes products that come off of the

assembly line with defects. It normally does take time for these defects to

show up and we stand behind the quality of our product and make it right by our

customers with fair and adequate options for resolution. The fact remains that

just because one product is manufactured with a defect it does not make the

entire product line or the entire inventory of our store defective.

The customer is able to receive one of the following options for

resolution and is asked to contact our Customer Care Call Center ([redacted])

when they are ready to move forward with resolving their concern:

Review: I purchased an item in store on Thursday March 21, 2013 for a scheduled delivery on Monday March 25th 2013. Upon delivery of said item it was incorrect and returned without incident - or so I thought. When discussed with "the manager" I was told I would receive and immediate credit to my account as a debit card was used for above said purchase. Multiple phone calls later their "system is down" and cannot refund what is their error and I am stuck waiting for a 344.50 $ refund. It will be "handled" when their system is ready - I am sorry but not only did they not try to resolve the issue and error made on behalf of their salesman - they don't seem to care that they have money that my family needs - it was not a credit card - it was a debit card and we are not fortunate enough to simply be able to wait for them to return it when and if there "system" is ready. I hae read hundreds of stories where people from Bob's have not received their money or refund and I am desperate to get our money back.The bed was not signed for and refusal highlighted by the very nice delivery men. The management and customer service are the problem!!!!!Please advise!!!!!!!

Product_Or_Service: BED

Order_Number: XXXXXXX

Account_Number: XXXXXXX

Desired Settlement: I want my refund as promised !!

Business

Response:

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

Good Morning Ms.[redacted],

Thank you for choosing Bob's Discount Furniture. I apologize if you were misinformed about the contents of your order. I understand that you purchased a full size bookcase headboard yet expected to receive the complete bed.

Your refund was processed on, 3/26/13 however, we appreciate your business and apologize for the inconvenience; If you reinstate the order we will apply a $50 credit toward the complete bed making you responsible for $100 as opposed to $150.00.

We hope that you accept our offer.

Review: I purchased a leather living room set in the year 2010. In August, 2013, I noticed the leather sofa had a large split. I was told that the split could not be repaired. I bought a warrantee so it was covered in case of damage. I called Bobs Furniture and was told to pick something else out. In the amount $799.00 I chose the same sofa because $799.00 was not enough to purchase a new set. The new sofa was delivered in August 2013. I threw out the old sofa since it was damaged. I was never told to return the damaged sofa to the store. On October 3, 2013 Bob's Furniture truck came to my door asking for the damaged sofa. I asked them why I was not told this the day of delivery. The damaged sofa was outside in front of my house on the day of delivery. I never received a contract just a reference number [redacted]. Now Bob's Furniture wants to charge me $418.00.Desired Settlement: I should not have to pay $418.00. I was never given a contract regarding the sofa exchange transaction only a reference number. I was never told to hold the damaged sofa for pick up. My entire home was furnished through out the years by Bob's Furniture. I never had a problem like this before. I would like to remain a faithful customer but this really disappointed me.

Business

Response:

Good Afternoon Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. Our records indicate that we authorized you to reselect to a new livingroom set however, a reselection transaction requires that we pick up the furniture set in your home so that it can be returned to the manufactuerer, if the return is due to a defect.

I have discussed your account with our Store Audit supervisor and she has agreed to resolve and/or zero out the balance on your account so that you are not charged or sent to collections.

Please note for future reference that we must always pick up furniture that is in your possesion prior to the delivery of new furniture or at the same time as delivery.

Review: Will not cover damage to furniture and I have purchase their protection plan, the reason was I can not tell them how it was damageDesired Settlement: I will they to fix it or replace the piece. If not I want a full refund of the purchase price of the furniture and protection plan

Business

Response:

Good Morning,

I spoke with Mr. [redacted] on, 10/17/13 and he explained that after having a small gathering at his home he noticed a hole and a tear on the back cushion of the sofa. Since he was unable to explain how the damage occured, his [redacted] claim was denied for "unknown damage".

As a result we have canceled the [redacted] plan at Mr. [redacted]'s request and he will contact his local Bob's Discount Furniture store to provide his credit card information and complete the refund process.

I explained that although the [redacted] plan has been canceled, we (bobs) will provide coverage against manufacturer defects for one year.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I still have a damage sofa they should explain the protection plan better and not call it [redacted],

no were on that contract state that I must know how it happen. l accept my refund because that the only option bobs will do.

Review: I purchased a kitchen set along with their extended damage warranty. My glass table broke. I contacted them in a timely manner, filled out paper work in a timely manner and received an email stating they received my information and would contact me immediately to resolve this issue. I have never heard from them again although I contacted Bob's repeatedly, they tell me it is handles by a third party so they cannot help me. The third party company is called [redacted]. They have no email nor have I been given a phone number. my last email from Bob's provided a claim number with again no phone number.Desired Settlement: I want a new piece of replacement glass sent to my home.

Business

Response:

Good

Afternoon Revdex.com,

I

have just left this customer a voicemail (2.27.2014 at 3:20PM) regarding some

options for resolution I have for her. I have left her my direct contact number

and I hope to hear from her soon as I truly wish to provide her the help she is

seeking through this channel.

Please

pass along my email address as well in the case she prefers written

communication: [redacted] .

Thank

You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I made a purchase of a bedroom set from BOB'S (Invoice# [redacted]) on November 27, 2010, with a delivery date of December 29, 2010. I called BOB'S customer service at [redacted] on Friday July 3, 2015, to file a claim on the frame of the bed. The latch that holds the frame to headboard broke off the headboard causing the left side of the bed to be on the floor. I was informed because I did not know how the damage occurred I will not be able to put in a claim on the damaged merchandise. I obtained Goof proof plan, and a kit I was "let to believe covers all damages" to the furniture. (This was salesman [redacted] explanation to me on why I should purchased the Goof proof plan at an additional amount of $249.99. I am asking for a refund of the GOOF Proof plan and the bed frame and headboard as well. I am forced to go purchase a new bed frame and headboard so that I do not sleep on the floor.Desired Settlement: I am asking for a refund of the GOOF Proof plan and the bed frame and headboard as well.

Business

Response:

Good Morning Revdex.com,

We apologize that the customer is

experiencing any disappointment while trying to use the protection plan they

purchased from us. Guardian (Crypton 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, that the plan is for accidental damage coverage, and the document further encourages the

consumer to read their full plan papers for the list of exclusions. As the

manager of the plan, Guardian 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 Guardian is continually sending these documents

as many claims for coverage are routinely approved.

I have attached the terms and

conditions (Guardian provides) for your review. Please see the below exert from

the Terms and Conditions page as it is clearly indicated that an accident must

be reported to initiate coverage details within the protection plan:

CRYPTON

BRAND COVERAGE:

•

……. The Plan covers materials and labor costs to service your furniture item in

the event your furniture item becomes accidentally damaged during normal

residential use ……

We again apologize that the customer didn’t receive the service

expected from the Guardian company and are willing to look into this claim

further for the customer at this time.

At this time we ask that the customer provide photographic

evidence via this Revdex.com channel of the damage and the merchandise. This

merchandise has been in the customer’s possession for nearly five years and as

there is no remaining warranty coverage thru Bobs Discount Furniture remaining

we reserve the right to inspect the merchandise prior to disclosing what (if

any) type of courtesy offer we are able to make.

To move forward please advise the

customer that we require a minimum of four (3) pictures (in color) for each

item that is listed in the report to Guardian. I have listed the requirements

below to ensure our request is specifically notated:

-Minimum 3 Photos of the Bed (or

its pieces):

- 1 Picture that clearly shows the entire Bed or its pieces

(rails/footboard/headboard) if the bed is fully disassembled

-

1 Picture that clearly shows the damage marks at close range

-1 Picture that clearly shows the damage marks

at a distance

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

Corporate Customer Care Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:At the time of the purchase I was informed by the salesman that goof proof would cover any damage on the wood part of the furniture. he handed me a flyer that stated Accident will happen. Bob's goof proof Protection with what is covered and not. Under the wood/hard surface section Breakage of the wood frame or structure or other hard surface is checked (X).

Sincerely,

Business

Response:

Good Morning Revdex.com,

Please pass on our thank you to the customer for submitting

the requested photos. The photo that the customer has selected to include of

the goof proof flyer offers clear evidence as to why his claim was denied by

the Guardian company. The flyer (see the lower right hand side) denotes that

damages are covered from accidental occurrences only and that there are

exclusions to coverage. The goof proof plan sold to this customer has not

failed as the customer’s concern does not fall in line with the coverage

details.

As an extreme one time courtesy and for the reason that Bobs

Discount Furniture truly cares for all of our customers we can offer the

following options for resolution:

Please advise the customer to select an (one) option for

resolution and respond via the Revdex.com with how they would like to proceed.

Option #1:

We will provide the customer with a Bobs Discount Furniture store

credit for the amount originally paid for the (This offer applies to the Queen

Sized Headboard/Footboard/Railings ONLY) queen sized bed. The customer can use

this credit towards the purchase of a new bed, should the customer wish to have

the new bed delivered and assembled a new delivery fee will be charged on the

new sales order. If this option is selected, we will expect to remove the

current headboard/footboard/and railings the customer has in the home on the

same date we deliver the newly selected product.

-OR-

Option #2:

We will provide the customer with a Bobs Discount Furniture Gift

Card to cover the cost of purchasing a Queen Sized Metal Bed Frame. We will mail out this gift card and once received

the customer may visit any showroom to purchase the metal bed frame. This

option will aide in getting the mattress sleep set onto a proper support.

Thank You,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: going to purchase anything from Bob's again due to the reason of there faulty furniture that it is being sold. The purchase that was made I didn't expect for it to break with the normal use of sleeping on it after only 4 1/2 years. There was no physical damage done to the frame or headboard. Bob's salesman pushed a protection plan on the consumers were the mark up is between 50% and up profit where the salesman is making anywhere between 10 to 15% in commission like I said I don't plan on making any more purchases with Bob's. I am totally disappointed that with Bob's. I am never

Sincerely,

Review: On 1/1/2016 my wife and I visited the local [redacted] store to shop for a bedroom set and mattress. The sales rep who we worked with was wonderful; she took her time to show us the options and did not rush us into a purchase. When we decided on a bedroom set, we were informed that all of the products being purchased were available for delivery, accept for the bed. We scheduled initial delivery of the rest of the bedroom set and then confirmed delivery of the bed and mattress for Saturday 1/23/16. On Monday, 1/18/16 I received an automated call confirming that the bed and mattress were available and delivery was confirmed for Saturday, 1/23/16. On Thursday, 1/21/16 I received an automated call stating that the delivery would need to be rescheduled (not cancelled) due to possible snow on Saturday and via the prompts I selected 1/27/16 for delivery (all of the days available were weekdays, causing me to have to take a day off from work). This is completely understandable as the delivery agents' lives should not be put at risk due to hazardous road conditions. Yesterday, 1/25/16 I received an automated call at 9:46AM confirming my delivery for Wednesday 1/27/16. Then at 4:51PM I received a call from the original sales person explaining that the bed was in fact on back order and delivery will now be 2/13/16. I was at work and could not spend time to consider how this can be possible so I agreed to the delivery date, of course under the impression that there was a mistake and the unit was still back-ordered from when the original order was placed. Yesterday evening after work I called customer service and asked for an explanation of how a unit that was available for delivery last week can possibly be on back-order this week. This is when I was told that because the delivery was "cancelled" (which it was not, it was rescheduled) the hold was lifted from my bed and it was given to another customer. I told the rep that this was not acceptable as I had paid for the product, and Bob's had rescheduled (not cancelled) the delivery, not me. I was told there is nothing that can be done and I would be "considered" for compensation after delivery. I was not told in what form or how much compensation would be involved and that it would be "considered" not guaranteed. So I am now in a position where I have to wait an additional 17 days for my products and I have to rely on good faith (from a company that gave my product that I paid for to another customer) to possibly be compensated. Again, absolutely unacceptable. Furthermore, when I asked if I can cancel the full order due to this complete lack or care and respect for their customers and the hard earned money I spent on the bedroom set and mattress with an assumed delivery of 1/23/16, I was told that I could only cancel what has not yet been delivered. So in review, my product which I paid for in advance has been given to another customer because Bob's needed to reschedule for 4 days later, yet my options are to either wait an additional 17 days and be "considered" for compensation, or cancel the bed portion of the bedroom set and be stuck with a night stand, dresser, and chest that won't match a different bed from another company.Desired Settlement: I would like the bed to be delivered tomorrow, 1/27/16 as it was scheduled to be. If this is not an option because Bob's does not handle their own manufacturing and there is no bed available, I would like in writing what method of compensation and how much compensation I will be provided. I believe I should be compensated in the form of partial refund, and not in store credit or gift cards, in addition to a full refund of money paid towards delivery.

Business

Response:

Good Afternoon Revdex.com,

I am so

sorry to learn of our customer’s poor experience with this purchase. I can only

imagine how frustrating this has been for our customer and completely

understand their position at this point. I find it very alarming that any

member of our staff indicated that we gave another customer this customer’s

product.

Our

normal processes for delivery to all customers consist of loading merchandise

to a transfer truck (usually an 18 wheeler) that brings the merchandise to a

depot (Delivery Company) that we subcontract to closer to the customer’s

residence. The merchandise is then offloaded and reloaded to the box truck that

will deliver directly to the customer. Whether the pending delivery is canceled

all together or rescheduled our system views it as a cancelation. The

merchandise that is on the box truck then gets placed onto a returns trailer

(normally this trailer has returning merchandise from customer’s homes/warranty

claims and customers’ old bedding that we take back from new bedding purchases

on it) and shipped back to our distribution center. We cannot tally this

merchandise into our ‘new furniture inventory’ as in most cases we are unable

to sell it at all in the condition it returns to us in; the customer’s sales

order will only look for inventory based off of what we currently have factory

fresh wrapped in our distribution center

racks. With that being conveyed, we literally do not have the capabilities to

give away any customer’s merchandise to other customers in a situation of

canceling a current delivery and rescheduling to a different date. It is much

more likely that our inventory system experienced a glitch in tracking due to

the large amount of rescheduling or that we had previously sold off all the

beds we had in our racks to customer’s who were scheduled for delivery during the snow storm (we canceled thousands and

thousands of deliveries due to storm Jonas). Rest Assured -we will follow up on

this communication and properly educate the staff member involved.

As a

retail chain, and not a manufacturer, we have little control over the

availability of some product. As this is a shipment our inventory system

clearly expected in sooner there is always the chance that the overseas

shipping container will make it to our Distribution Center sooner than the

anticipated date we have right now. Please pass on our sincerest apologies that

we haven’t been able to deliver this purchase as advised to our customer and as

we have previously disclosed the merchandise will not be made available to us

to deliver to the customer prior to 2.13.2016.

We have

the current options available for recourse in relation to this customer’s

concern:

Either:

Review: I purchased a dinning set from the Bobs and because they didn't have any weekend delivery available I opt to pick up the dinning set. When I went to get the set the stock person already had everything ready for me and when I asked was it the right item he assured me it was. He then proceed to put the dinning set in my vehicle and I drove off. When I got home I realized the dinning table was right but they sent we the wrong chairs. I contacted the store right away, I only live 5 minutes away and they told me that they will send me the right chairs but I will have to wait one week. I waited the one week and when I called back I was informed that the chairs Ive been waiting now two weeks for is on back order. Now frustrated with it all, I asked if I can just bring back the wrong chairs and get a refund. The company didn't let me know the item was backordered and they sent me the wrong item. Why should I have to wait another week for something when I wasn't in the wrong? I was looking to simply purchase my chairs somewhere else. Well after asking for a refund I was told that I will have to wait for my chairs to come in because they do not provide refunds. Since I picked up the chair and took them home, I will not be able to get a refund. Even though their stock person told me I had the right product. How can a company send you the wrong product and expect you to wait over 2 weeks to get a new one.

When I looked at the receipt, it doesn't clearly state that if theres a problem with your order you cannot get a refund. If they're going to have some off the wall policy as such they need to make it clear that you will not get your money back for their mistakes. I now have to wait 3 weeks for a product that they mistakenly sent me. The unfortunate part is that they didn't have to wait 3 weeks to process my credit card. I will never shop at this store ever again.Desired Settlement: I want a refund back on my credit card, I do not want a gift card. It needs to be clearly stated on their policy that even if the company makes a mistake and cannot provide the service that they STILL WILL NOT REFUND YOUR MONEY. I will not shop at this company and will not recommend it to anyone else. If your company makes a mistake you should correct it not make your customers suffer in the process.