Bob's Discount Furniture

Review: I purchased a piece of furniture in June of 2012 with a five-year goof proof warranty. I contacted customer service and explained my situation the representative told me I had a manufacturer warranty that expired after one year but I still have my 5 year goof proof warranty. She told me I can have someone come to service my bed to see if it could be fixed I explained to her that the bolts on the side of my bed popped out and the sidebar was bent, she then told me to contact goof proof.I contacted goof proof, it took 30 minutes for a representative to answer the phone I explained the situation to one of the representative she stated that once the claim is on that she can't add anything to it she asked me if I'm sure that that is everything I want to include I stated yes she then put me on hold for another 4 minutes she then came back to the phone and said my claim is denied I asked how come and she told me it was Not accidental.I expressed my concern because I did have a goof proof warranty purchased and I wasn't made aware that this type of accident was not covered in the fine print had I had known this type of accident was not covered I would have never made this purchase.I am now out Close to 1100 dollars and have no bed. the representative told me I could contact someone Who does services to come fix my bed however I would have to pay for it out of pocket my warranty would not cover these charges. the customer service representative also told me I had a one time replacement plan for this item.Desired Settlement: I would like a refund check so I can now purchase a different bed and take my business elsewhere I will never do business with this company again this is ridiculous and I cannot believe they treat customers in this way.

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. [redacted] is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party company. Our customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries.

We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusions. As the manager of the plan, [redacted] is responsible for sending the consumer the plan documents. Should the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for review. Had we been made aware of the need for these terms and conditions we most certainly would have provided them upon any request. As it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that [redacted] is continually sending these documents as many claims for coverage are routinely approved.

Our records here at Bobs Discount Furniture show no recording of ever speaking with this consumer since the original delivery almost three years ago. We are regretfully unable to overturn the choices made by a third party company and in order for a claim to be approved under the ‘Goof Proof’ protection an occurrence of accident must be reported. This is clearly indicated and expressed on the written verbiage provided to our customers at this time of sale. As this customer reported it to [redacted]:

“Customer states when she opened her bed and sat down she heard a pop and when she checked it was the bolts”

The occurrence of sitting on any piece of furniture cannot be deemed an accident when that piece of furniture is made to be sat on. I believe this is why the customer’s claim was denied and this denial reason does line up with the policies of the protection plan. It is not uncommon that many protection plans do not cover such instances like normal wear and tear; this sleeper has been receiving normal use for many years.

Based on the date of purchase and delivery the sleeper sofa is currently out of any warranty period thru Bobs Discount Furniture directly. If the customer is still located at the original delivery address we can offer to send a ‘Best Effort’ service repair out at no charge to them.

In accepting this service please know that this service will be provided on a best effort basis only. This means the customer will understand and acknowledge that we will do our absolute best to correct the concerns 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 at no charge to this customer. Provided all facts within this scenario this is the best offer Bobs Discount Furniture has to make at this time.

Should the customer wish to accept our offer for resolution, please reach out to us via our Customer Care Offices at [redacted] (Mon- Sat/6:30a – 8:00p) to schedule a service appointment. %3

Consumer

Response:

Review: [redacted]I am rejecting this response because:

Review: My husband and I purchase a [redacted] Blk sectional from the store. The associate that took care off was kindly enough to offer us insurance ([redacted]). We know how accident can happen so we like to purchase insurance on everything. it has only been 1 year and about six months that we purchase our sectional and it has tears on the top ad the back. We went to bob thinking it was as easy as the purchase we made. we were wrong They had us back and forth for 2 months to then tell us it does not cover tears on the seams because it look as if they were done INTENTIONALLY. How rude and disrespectful, my husband and half full time jobs and work for the city we do not have time to INTENTIONALLY break our living room set especially before the holidays that we are hosting. I had much more respect for bobs furniture and I thought it was a store we would be able to trust on. furnitures are poor quality and when you want exchange for what you have payed MORE you are left out in the cold.Desired Settlement: I would just like an exchange, I know it would be unfair to ask for the money back at this point. They are more than welcome to take the old sectional and fix it sell it use the material or inspect. It it awful that people like us that work so hard in order to get "quality" items" were not help and shoved to the side.

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. [redacted] is known as their parent company) is a

third party company and we have, for many years, experienced a vast amount of

approved claims through this third party company. Our customer’s are usually

very happy with the outcome of their reported claim and based on the price they

paid for the coverage our sales associates and sales managers would have no

reason not to boast about the extreme value the protection plan carries.

We provide a general flyer at the time of

sale that very clearly indicates there are some exclusion(s) to the protection

plan and the document further encourages the consumer to read their full plan

documents for the list of exclusions. As the manager of the plan, [redacted] is

responsible for sending the consumer the plan documents. Should the customer

decide that they would like to review the complete plan documents as the flyer

suggests and they don’t have these documents, we assume (as any retailer would)

that the customer would then try and obtain said documents for review. Had we

been made aware of the need for these terms and conditions we most certainly

would have provided them upon any request. As it is not typically a document we

provide we literally have no way of knowing whether the consumer has received

the complete plan or not and we see no reason not to trust that [redacted] is

continually sending these documents as many claims for coverage are routinely

approved.

In this consumer’s specific case I have

attached both the sales flyer (we provided at the time of sale) and the terms

and conditions ([redacted] provides) for your review. Please see the below

section as this is clearly listed under the exclusions of coverage section

(starts on page 2 and continues to page 3) within the protection plan:

EXCLUSIONS

TO COVERAGE:

Leather or vinyl cracking or peeling;

seam slippage/ separation; stress tears/

rips, scratches, scars, leather finish

defects. Repair and replacement are specifically

excluded

on split hides used in seating areas.

Review: Bob's delivered the dining room table I ordered (which took 3 weeks to get) on Nov 29. It was damaged and I notified customer service immediately that day. They scheduled a replacement to come out the following Tuesday. They were hours later than the scheduled window and I had a an appontment so I had to reschedule for the following Tuesday. This was the second time I had to take off work. Two hours before my delivery was supposed to arrive they called and informed me that one of the pieces was damaged and couldnt be delivered. I spoke to a manager and he scheduled yet another delivery on Friday Dec 12. However, he screwed up the date in the system because I received on Thursdday afternoon saying that my delevery was scheduled on Saturday evening - a time I would no be home. While all this was happening I made repeated calls to [redacted], the [redacted] representative listed on the Revdex.com website. She refused to return my phone calls and would only communicate via email when I repeatedly asked her to call me. They have rescheduled for an earlier time on Saturday after I had to call and email numerous times and speak to numerous people. They have only agreed to refund me the delivery fee but no other compensation for the stress and inconvenience unlike a number of other companies I have dealt with. They are only willing to offer a gift card, but I will never shop at Bob's again so this has no value to me. Based on reviews and complaints, this company has a pattern of providing very poor service to its customers and keeps getting away with it.

I would like a credit of $200 to cover the delivery fee and inconvenience the hours of missed work to be home waiting for the scheduled deliveries.Desired Settlement: I would like a credit of $200 to cover the delivery fee and inconvenience the hours of missed work to be home waiting for the scheduled deliveries.

Business

Response:

Good

Afternoon Revdex.com,

We apologize

for the inconvenience the multiple delivery attempts caused our customer and

our records indicate that as of today (12.15.2014) our Corporate Liaison

([redacted]) and this customer reached an agreeable resolution that outlines

three separate monetary refunds.

At this time

we would consider this concern resolved, please ask that the customer make us

aware if further assistance is needed to close this concern.

Kind Regards,

Bobs

Discount Furniture

Review: On 11/12/13 I entered Bob's Discount Furniture to buy a sofa. Upon purchasing the couch an employee at the Bob's store, approached me regardng financing. He advised me that financing was a better option for me than paying cash because it would build my credit. I asked him how much I would have to pay in interest and he told me $200. I asked him if there were any catches and he told me no. I trusted this employee. I put $548.99 down on the couch. Since then I have made my monthly payments. However, when I called yesterday to get the balance on the sofa I was told that my balance was many hundreds of dollars more than expected. When I asked how this was possible, they explained according to the terms of the program I have to pay 6.25 percent in taxes every month as though I am repurchasing the couch each month. For example, in month 1 I pay $167 per month in taxes (on $2,669). In month 2, I pay $162 in taxes, etc. This is 36 times the taxation allowed by MA law.Desired Settlement: I would like to pay the price of the couch ($2,499.00) plus MA sales tax only and have all of the payments I have made applied to this pricipal. Alternnatively, I would like to return the couch and have all of the money I have paid toward it refunded.

Business

Response:

Good

Afternoon [redacted],

I

apologize that you are unhappy with the terms of the ‘Acceptance Now’/’RAC’

purchasing option that Bobs Discount Furniture offers to our customers. I can

certainly understand your frustration and I assure you that it is never our

intention to present our customers purchasing options we do not find valuable. I

cannot apologize enough for the alleged sales experience you had in our [redacted]

location. The time of sale is a very exciting time and we don’t want any of our

sales professionals to have a negative impact on this process, I have followed

up with the appropriate parties to ensure we are properly representing this

purchasing option at our [redacted] store.

I

have just finished reviewing a copy of the ‘Consumer Lease Agreement’ that is

signed by you and a person named ‘[redacted]’. It is clearly stated on

this agreement under the ‘Total Payments’ section that: “If you choose to

obtain ownership through monthly rental, you will make 36 payments”. The

document goes on to disclose that 34 of the 36 monthly payments will be in the

amount of $215.93 and the total sales tax you will have paid over these 36

months will amount to $485.98. I wish there was more that Bobs Discount

Furniture could do to assist you with your concern, however by signing this

leasing agreement you entered into a binding contract with the ‘Acceptance Now’/’RAC’

company that currently owns the sectional you have possession of.

As

‘Acceptance Now’ is a separate company from Bobs Discount Furniture I am not

well versed on their policies and procedures for returning or refunding the

merchandise you currently have in your home. From reviewing the first page of

the signed agreement it is clear to me, and stated in writing, that this is a

rental transaction. Based on that information I do not see how a monetary

refund would be possible because you are paying for each month you have possession

of this product. Since you are still paying ‘Acceptance Now’/’RAC’ for the

furniture I would suggest following up with this company directly as they can

better handle your request if you are still seeking to return the merchandise.

Bobs Discount Furniture genuinely wishes to help every customer who has a

concern and I apologize again that we have no further recourse to offer

relating to this concern.

Thank

You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I purchased a bed from Bob's in [redacted] as a gift for my daughter for her birthday. Damages were discovered on the finish and reported. Bob's agreed to send another bed. On the next delivery date, the delivery personnel found damage to the replacement bed before they even brought it into the house. We agreed to yet a third delivery attempt, with the assurance that the bed would be inspected before it was loaded onto the truch and again after it was loaded to ensure that it was secured properly. When the third be arrived, it, too, was visibly damaged with varnishes bubbled on the surface and scrapes to the finish in other areas.

I called Bob's to request a refund. The refund was refused and the agent stated that the purchase agreement states this. I do not see this on the purchase agreement, nor would I think it was appropriate in any case since no one is expected to accept damaged goods. Bob's has told me that I cannot have a refund, nor will they pick up the bed until I agree to select a replacement item. The money I used for this bed is the only money I have for the bed and Bob's does not have another bed I want. Therefore, I am being forced either to accept a damaged product or to select one that I do not desire.

This is wrong. I gave Bobs 3 tries to make it right -- both my daughter and I really liked the bed. I believe a refund of the purchase price is the ethical resolution.Desired Settlement: An immediate refund of the entire purchase price.

Business

Response:

Good Morning Revdex.com, Please pass on our apologies to the

customer for the disappointment she and her daughter have experienced with this

purchase.

Our records reflect that we fully agreed

with the customer’s aggravation and their desired settlement has been approved

as of 11.23.2015. The paperwork to schedule the removal of this merchandise for

a refund (after it returns to our distribution center and has been checked back

into our inventory) was created on 11.23.2015 and has been pending the customer

contacting us to schedule a date for removal. For reference this return

transaction number = [redacted]. Please ask the customer to contact our offices

(###-###-####) to schedule a date for removal of the product.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I had purchased an electric recliner chair for my disabled significant other from Bob's discount furniture in October 2012, March of 2015 it was not working correctly and I call Bobs on 3/4/15 and was told a service man would come out and see what was wrong on 3/11/15 they came and was told we needed a new motor which at that time I was told it would cost $190.09 which on 3/14/15 I paid with my [redacted], I was told would have the motor in a few days on 4/12/15 I called and was told it was on back order, since then I have made multiple calls and always given a story about why we did not have the part. Today I received an email saying that the part had been ordered and they were waiting for my payment which has already been paid on 3/4/15 I have now canceled the part and requested a refund of my payment of $190.09, all of my family have bought furniture from Bob's and we are very disappointed at this runaround considering it was for a totally disabled person.Desired Settlement: The chair cost me $599 and GoofProof 69.99 at this point I would like a new chair or total refund for the chair because it is useless in it's present condition

Business

Response:

Good Afternoon Ms. [redacted], I apologize for the delay and inconvenience surrounding the much needed part for the power recliner. I understand your frustration, especially given the necessity of the recliner.Our records indicate that we received your [redacted] payment on March 14, 2015. Generally parts such as motors are in stock however, when they aren't we must place a order with the manufacturer and the expected ship time can between 3-4 months. At your request, we have canceled the part order and processed a refund check, which you should to expect to receive within the next 7-10 business days. I apologize that we weren't able to get the part much sooner. Given the 2012 date of delivery, you are not eligible for a full replacement of the recliner however, our technician indicated that the motor is failing as a result of a manufacture defect. As a courtesy I can reenter the part order, free of charge as a one time courtesy. The order time and expected date of arrival will be late August, early September. Would you like me to reinstate the order?Thanks,[redacted]

Review: I called this morning to put in a claim for my 72' sofa which according to the protection plan that I had in front of me was covered. It said that stains from human or animal bodily functions would be covered and that was what happened, my dog threw up on two of the back cushions and after the person took that info she asked if there was anything else wrong and I said well yes the seat cushions are warped and the springs on one of them is coming out. She took that info down and then asked me if there was anything else. So I said well yes my husband just showed me that the left arm rest is loose. So she put me on hold so she could process the claim. She then came back and said that unfortunately it was not accepted because it was considered excessive damage and that its clearly stated on the coverage that it won't be accepted! Well I have read that paperwork back and forth and NO WHERE does it say that anywhere!! So now I have paid for a 5 year plan that doesn't work! I then called Bob's Furniture to see what they could do for me since they sold the two couches that we bought along with the warranty and they told me that they couldn't do anything for me either and that the Goof Proof Plan was a third person company and they had nothing to do with them!! Seriously you don't say that when your pushing the plan on people!! So now I'm stuck with a couch that is falling apart and its only been 2 years since I bought it! Oh and the Manager at Bob's said that they couldn't do anything other then send a tech out to see if they could repair the seat cushions and if they couldn't then I was out of luck! So I said well could you at least replace the back and seat cushions? She said no they can't do that BUT that they sold them separately and if I wanted to I could buy them!!! She then told me that I should have put in three different claims and then maybe they would have covered it! Really that's your advice lie to them!!Desired Settlement: Replacement of couch

Business

Response:

Good Morning Revdex.com,

We are very sorry that our customer feels she has been met

with such a lack of care while trying to get her concerns resolved. Bobs

Discount Furniture is able to offer our customer the valuable option of a

service repair at no cost and we pride ourselves on providing our customers

with honest answers. I assure our customer that Bobs is working at full capacity

to provide a resolution for these concerns.

[redacted]’s records indicate that our customer reported

multiple vomit stains that have occurred over the past few weeks. On [redacted]’s

agreement it does indicate that this plan offers coverage against one time

accidental damages, our customer was denied due to reporting multiple stains

from various occurrences and was not denied based on the other concerns she

reported with this merchandise. This protection plan has shown successful results

for our customer as it was used less than a year ago to get a replacement sofa

through the [redacted] company. Like most other protection plans (those sold by

other furniture retailers, on electronics or automobiles) there must be

exclusions to coverage in order to keep the plan fair for all consumers.

Our records indicate that we have scheduled a service repair

technician to our customer’s home (on 5.21.2014) to address the concerns with

the arm and the seats. Our customer is currently far outside of any factory guarantee

directly through Bobs Discount Furniture and we are making our best effort

attempt to help her address these concerns at no cost to her. I am truly very

sorry that our customer is so dissatisfied with the option we have to offer her

assistance and assure her that we are doing the best we can with consideration

to this scenario in its entirety. We answered our customer’s questions as

honestly as we could during our conversation with her by explaining that we will

do our best to repair her merchandise however due to the fact that she is no

longer within her Bobs Factory Guarantee we as a business cannot be responsible

to cover the cost or install replacement parts should these be needed to

satisfy our customer’s concern.

It is our hope that our customer will understand our

position and recognize that as a business Bobs is providing a valuable courtesy.

Thank You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Good Evening Revdex.com,

Review: 5/22/14 we purchased the Apollo Power Recliner Sofa and Love-seat from the Bob's Furniture. We chose the Apollo Power Recliner Sofa and Love-seat in part on the reassurances of the sales team that recliner can be disassembled to allow entry to our apartment on the second floor. The fact we needed the sofa to be disassembled was "over" communicated by my wife and I. 6/7/14 delivery was attempted by the Bob's Furniture Delivery team. The delivery person said the sofa is a one piece unit and does not come apart. We immediately went back to the Bob's Furniture store where we purchased the sofa. We spoke with the sales team that sold us the sofa, initially the sales team said they were now not sure if the sofa could be disassembled. After about one hour they figured out it was the wrong delivery team. The delivery team that was sent did not have the ability to disassemble the sofa. 6/12/14 the delivery team that arrived attempted to bring the sofa into the apartment without disassembling. My wife told them "we measured the openings and stairway, it will not fit". One of the delivery person's response was "we got it". Again she said "I'm telling you it will not fit" They made the attempt anyway to bring it in without dissembling it. I left work early to go home. I got there and after ten minutes of trying to bring the sofa into the house the team decided to take it apart. That's ten minutes of it being wedged between the hallway staircase and the front door. My wife immediately noticed a tare in the love seat on the right side arm, near the floor. The tare is through the leather, exposing the white fabric underneath. This was pointed out to the delivery team. One of the delivery people then took out a marker and colored in the white portion of the tare. I probably do not have to expand on the reason they tried to cover up the tare. The full-sized sofa also had a small scrap on the right side back that resembled it was dragged along concrete. 6/28/14, about 900 am, the Bob's Delivery showed up at our house with the wrong sofas. We will be rescheduling delivery for the week of June 30 to July 4 after we figure out how we can takeoff of work. My wife and I both work full-time. I am unable to takeoff of work. This leave my wife having to takeoff each time. She is not paid for the time she takes off. I have not calculated our cost for the failed delivery attempts but the sofas are costing us well more that we planned to spend and can actually afford. All these issues are complicated by the fact we have an eight month old baby and needed to arrange for a babysitter two out of the three failed delivery attempts. Although I am sure every person has had a customer service issue with various companies in their lifetime like I have had, in my experience the issues were always resolved quickly and too my satisfaction. This is the first time I have had a significant customer service issue with any company and this is the first time I felt it necessary to make a complaint. I feel like no-one from the Bob's Furniture Team really cares about the quality of customer service.Desired Settlement: Refund of the delivery charge. Compensation for each failed delivery attempt as specified by Bob's Customer Service.

Business

Response:

Good Morning Mrs. [redacted],

Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I have researched your account and apologize for the multiple failed delivery attempts; As a Consumer myself, I understand your frustration. I have shared your concerns with our Delivery management team to ensure that any changes necessary to improve the customer experience, are implemented.

Currently our records indicate that the sofa and loveseat are available for delivery. I have noted your account with your previous delivery issues and emailed the proper department to ensure that the set is the correct color and taken apart for delivery purposes.

Your desire to be compensated for your time and inconvenience is understood. Our primary goal is to address and resolve merchandise and/or personnel issues, so that you are able to fully enjoy your experience and your new furniture. As a token of our appreciation for your business; I will be happy to refund your delivery charge however, there will not be compensation for each failed occurrence. I have processed the delivery refund however, you will need to contact the store and provide your credit card information to complete the refund process.

Sincerely

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I'm please with the decision to refund the delivery charge but if I requested Bob's Furniture to make three deliveries on separate dates to my home, Bob's would expect to be compensated for sending your delivery team to my home three times. It would be reasonable to expect I would be charged for three deliveries on separate dates. Additionally, multiple conversations I had with with Bob's customer service specifically stated delivery attempts are measured by "Failures". After the first failed delivery attempt Bob's customer service said compensation was eighty-eight dollars for each failure. I'm also requesting delivery on July 13, 2014, no later than 1100 Am.

Review: This is not the first time I hAve had problems with the comPany. They have their salesperson talk you into buying "goof proof" insurance which is supposed to cover accidental rips, tears, cuts burns and punctures to leather. I submitted a claim for one of my dining room chairs that had a rip in it and the leather peeled off of it because of the rip and they told me it's not covered, when clearly the "good proof" terms say that they do. It's crazy how they tell

You don't worry if anything happened they will replace it or repair it. They lied. When I asked to speak to a supervisor the lady told me there's no one but her to talk to. She said supervision doesn't deal with customers. How am I supposed to get this resolved if they won't even talk to customerS?Desired Settlement: I want my chair repaired or replaced

Business

Response:

Good Morning Revdex.com,

I spoke to our customer today (10.23.2015) and apologized for all

the concerns she has experienced with this dining room set. We have processed an

agreement to provide our customer with a reselection credit and she will

visiting our showroom within the next two months to make her reselection.

We thank our customer for giving us the opportunity to make her

concerns right and apologize again for all the frustration these chairs have

caused her.

Sincerely,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

I would also like to add that I very much appreciate how Stephanie replied quickly and was very kind. I appreciate that this was resolved quickly and exceeded my expectations. Sincerely

Review: Warning for all people to never buy from Bob's Discount Furniture. My wife and I purchased a $610 sofa and within a year the "bonded leather" completely broke down and flaked apart. We called Bob's they sent our a technician and they said the damage was too severe to repair but if it was lesser they would have given us store credit. After researching online this is not true either even with a warranty they do not replace anything. Never buy from this dishonest, corrupt greedy, low quality furniture store! Do NOT believe me youtube and google research and you will find out the truth!

Product_Or_Service: Bonded Leather Sofa

Desired Settlement: $610 refunded to my account

Business

Response:

Business Response /* (1000, 5, 2013/08/27) */

Good Morning, Mr.[redacted],

Thank you for choosing Bob's Discount Furniture. I apologize you are dissatisfied with the quality of the sofa purchased, March 2009.

I have reviewed your account as well the pictures you supplied; Given the condition of the sofa, it would be expected that you would have contacted us years ago to express your dissatisfaction. Since owning the furniture you have not contacted us prior to 2013? Surely, the issue with the cracking and peeling occured years ago. The warranty associated with your sofa expired in 2010, therefore, customer care was correct in explaining that there was no recourse they could offer, coupled with the condition of the sofa.

Cracking and peeling can occur with bonded leather; especially with 4 years of use.

Bob's Discount vows to stand behind the merchandise we sell, while striving for customer satisfaction. As a courtesy, we will allow you to keep the sofa and provide you with a store credit amounting to 30% of the value of the sofa, $164.70.

Your business is appreciated and we hope that you find our offer fair.

Review: Complete and total [redacted] on every level. Placed a $2600 order. Will never patronize again. They are not qualified to clean toilets.

Dining table not delivered w/rest of order. No one informed me until delivery arrived. Spoke w/[redacted] who was obsequious like all of them. Then she went on maternity leave and did not inform people via vm or auto-reply e-mail.

Transferred to another mn, [redacted], who, on 04/28/15 agreed via e-mail to check DAILY about in-stock status. Never heard from her again. Phoned [redacted] on 05/05/15, who completely obfuscated and did not answer questions. Cursed them out. Transferred to useless supv who said, "Your table in in."

Really?

Was anyone going to inform me of this?

I would not patronize this incompetent company again if my life depended on it.Desired Settlement: I want the table delivered at MY convenience and I want full amount credit back to my cc as compensation for the aggravation and unbridled stupidity I have had to deal with.

Business

Response:

Dear Revdex.com,Please listen and read the attachments above! I have spoken with Mr. [redacted] and informed him of the status of his order. Another representative from our Liaison department attempted to contact Mr. [redacted] earlier today to inform him that the table is available for delivery, yet he has not returned her (Jennifer)calls to schedule a delivery date.Thanks[redacted]

Review: A little background.. 3 years ago my wife and I purchased the [redacted] with the guarantee that if we didn’t like it, we can return it, within 30days, for a refund or credit. We did not like it, and requested to exchange for a new bed, this cost me a $60.00 fee that we were never informed of, but we paid that and got the [redacted] bed (king-size) mattress and box spring. We dealt with a sales rep names [redacted] in the [redacted], Ma store. The bed came and we loved it, and felt great about Bob’s to this point. We even went back to purchase an entire living room set, (couch, Love seat, Coffee table, End tables, Lamps) when the delivery came, roughly 2 weeks later, the delivery guys looked at the stairs they would have to climb, they claimed it wouldn’t fit. I found this very odd since we moved all of our belongings in to this apartment ourselves, and moved the old furniture out after we purchased this new set. We went back to the store, and were informed that we would need to choose a new set and it would be delivered within 2 to 3 weeks…. We had given away all of our old furniture and had been using lawn furniture until the new delivery arrived; now I have to wait another 2 to 3 weeks! The store said there was nothing they could do about it. We demanded a refund and went to another store, who was able to deliver similar size and shape furniture (much cheaper also), the next day and with no issues.

Fast forward to November 2014, my wife begins to suffer back and neck pain, and after going to the hospital and then her doctor, we find out she has a pinched nerve in her neck. Her doctor questions how she is sleeping and the condition of our mattress; It was only 3 years old that shouldn’t be the problem, so we take a closer look at the mattress and realize that it’s no longer flat, there were 2 body size indents in the mattress, considerably deep. We had the Bob’s customer service come out to our home in early December and he confirmed the mattress we in great condition over all but there were in fact 2 very large divots in the bed over 2 inches, and this warranted a replacement. He had us speak with their customer service team who informed us that they no longer carry this mattress and would give us a credit so we can go pick out a new mattress. We go and do just that, they now have the [redacted] with a Gel filled pillow top (this is the only difference between the mattresses) and this one was more expensive, and we would need a new mattress cover for it as well, this was over $250.00, and we reluctantly paid it because we needed a mattress. After the purchase and confirmation of the delivery date (which we were promised some kind of special delivery selection due to the issues we had) we set it for 12/20/14… during our final check out, where we speak with the people behind the desk, we voiced our dissatisfaction about being charged extra to replace their defective item, the manger agreed and said we should not have had to pay more, and because we had already bought a Mattress cover there was no need to replace that, unless there was an issue with it we could use their [redacted] warranty if we had it, which we did. So she had to refund us most of the money back, but we still had to pay a little more than $65.00 for the taxes…. I didn’t like this, but paid it anyway. Today the 18th of December I get the automated call telling me that my scheduled delivery will be there on the 23rd….? this is not the date on any of my paperwork, nor is this a date we would have scheduled (it’s a Tuesday and we have full time jobs) so I spoke with their customer service department and explained all of this only to be told that there is nothing on our account showing any delivery date for the 20th… but would see what they could do to deliver it on Saturday the 20th, as originally promised. After holding for quite a while the rep comes back and tells me that the mattress wouldn’t even be available from the manufacturer until the 23rd, so they couldn’t help me. I was extremely upset and requested to speak with a manger, after another very long hold, a manager named [redacted] came on and told me that the mattress was in stock and she would also attempt to get it delivered on the 20th… then her phone started cutting in and out and the call dropped?? I called back and spoke with another rep who couldn’t get me back to that manger, but said there are some notes on our account and he too would try to get the delivery set for the 20th, but couldn’t guarantee it… but they would call me back.

I just can’t understand how things like this happen with such a large store that has been in business as long as they have, and claim to have such excellent customer service. This has been the latest of our multiple, horribly bad experiences.Desired Settlement: I feel that for all the aggravation that my wife and I have suffered, we should receive a discount for the purchase, or credit if we choose to ever do business with them again.

Business

Response:

Hi [redacted],

I apologize that you feel so disappointed by our business

and for the product defect you experienced with your mattress.

In regards to the additional delivery fee you paid to have a

comfort reselection completed in 2011, this information would have been present

on your original sales invoice under our mattress satisfaction policy. This

document is commonly signed by the customer prior to leaving our retail

location. As our delivery fee’s are always charged separate from the cost of

merchandise we do maintain that it is a fair and adequate charge given the facts

that this mattress was being sent back (and couldn’t be resold by our business)

for a preference issue and we must pay out to have the new delivery take place.

I can certainly understand your frustration after our

delivery team insisted that your merchandise would not fit and as you allege,

you were able to get a similar set in with no issues. While I am glad that you

ended up saving some additional money on your new set I am so sorry that we

lost your business on this sale and inconvenienced you at all. It was surely

never our intention to disappoint you and we must trust the judgment of our

delivery team when it comes to the size and fit of merchandise into a home. In

complete honesty it does not benefit a team not to deliver merchandise they

have on their run. The majority of trucking companies compensate by completed

stops only. The delivery team is also responsible to maintain that merchandise

for the rest of their day (keeping it free from damage), off load it from their

box truck, and reload to a returns trailer before they are even allowed to go

home. In many cases the team isn’t getting back to their trucking company until

well beyond 8 hours on the road. Another factor to consider is that a delivery

team is personally monetarily responsible for any damage they cause to a

residence and/or merchandise during transit and placement. For these reasons

and more I assure our team’s do not routinely state that furniture won’t fit

properly if there is a chance it will make it into the home safe and sound as

expected.

Again I apologize that you had any defect concern with the

original mattress you purchased from us and as a business we followed through

on honoring that defect concern with an adequate resolution. This is the owed

responsibility of any retailer under warrantied defect circumstances. Per my

research the prices in mattresses did not change with the upgrade of the

gel layer. I show both inventory articles being priced at $1,099.00 when sold

on their own. You initially received a discount by buying the sleep set

(Mattress and Foundation) together and paid a cost of $1,021.88 for the

mattress. I can see if an error occurred on the sales person’s part in

initially charging you the retail price of the mattress (as that’s how it would

auto populate in our computer system) and offering you the new bed protector.

Our records indicate, as you have, that we were able to correct this sales

error prior to you leaving the store on 12.06.2014. Our records further

indicate this coaching concern has been addressed with/at our retail level. I

do feel it pertinent to educate you that it is always a benefit to purchase a

new bed protector with a new mattress, especially since our protectors have

been upgraded to full encasement style since 2011 and it renews the 10 year

warranty that comes from the protector company. Having purchased multiple new mattresses

myself in the past few years I have always seen it pertinent to buy a new

protector when I buy the new mattress. Viewing this scenario strictly from a

general consumer’s point of view I can certainly emphasize with your desire to

continue using your original protector.

If you were provided with paperwork at the time of sale

indicating that your assigned delivery date was 12.20.2014 it is very odd that

the delivery, for any reason would have been moved to a later date without

customer notification or request. A member of our personnel would have had to

physically change this date inside your order or a system glitch (I am not

aware of happening ever before) would have had to occur. We will continue to

research this anomaly with our tech group to determine the exact cause. As of

now we have corrected the concern to you and your mattress delivery is

scheduled to take place on 12.20.2014 as originally agreed upon.

Bob’s prides itself

on providing you quality service and the best value product for the price. Our

primary focus is on making it right so that you are satisfied with the product

that you have purchased from us. We currently have the delivery scheduled for 12.20.2014

to resolve your concern.

While it is not normal procedure to do so, I recognize that

we have caused you a great deal of inconvenience. For that reason, I will make

a note that once we have made everything right, we will review your account to

determine if further action should to be taken. Regretfully we are unable to

offer a further discount off of merchandise that will exist in your possession

in good condition.

Our delivery team is expected to call in your stop to our

Customer Care group prior to leaving your home tomorrow so at this time if you

still remain unsatisfied, we can perform the review and determine if a further

form of apology will be offered to you.

Kindest

Regards, [redacted]

Bobs

Discount Furniture

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: I called Bob's customer service with a problem with a love seat 2 weeks ago. The seams were separating from the back of my loveseat to the connected pillows. It's a leather and material love seat. The man I spoke to to make the appt was very nice and said since it was purchased 3/14 it was covered under warranty for 5 yrs and he would send someone out to repair it. Last week 2 guys from Bob's came out, after accessing it, the older man said it can't be repaired it needs to be replaced. They then called Bob's, put my mom on the phone because she was home, and they confirmed no it cannot be fixed and they will have a new love seat delivered Wednesday. That was today. So today someone else shows up from Bob's, not the couch. A gentleman comes into the house and said he's here to fix the couch, looks at it and says it can't be fixed. At this point I am confused because they said last week it would be replaced. So he looks at my toddler whom it sitting in my bay window above the couch, he calls someone from Bob's and tells them that my toddler is the reason the why the seems are coming out, which it bologna. First of all the couch has only been in that location for a week and he was not climbing on it prior to today. How dare he make an accusation like that. First of all he showed up in a bad mood because the GPS was not accurate and he got lost, then he says the couch will not be replaced and to call Guardian, which is the extended coverage company I paid extra money for already. I called [redacted] they ask me questions and say "'sorry but the damage needs to be from an accident, if not, it's not covered. She then calls Bob's and speaks to Natisha whom tells her they are not replacing it because the couch cushions are shredded,, which they are not, the seams are totally separated from the leather backing to the pillows. What a horrible run around and I will NEVER use Bob's again for any furniture needs. This is ridiculous.Desired Settlement: I want my love seat replaced like it was promised.

Business

Response:

Good Morning Revdex.com,

Please

pass on our apologies for any confusion experienced during the requested

service interactions for this concern. The customer’s invoice depicts a

purchase date of 3.02.2013 (not 2014) and the first appointment that was

created for 11.19.2015 (two men) was created in error by the associated

customer care agent. The agent set up paperwork to send out a delivery team to

this customer’s residence instead of a service professional. Our records

indicate that the delivery team arrived as they were told to do but realized

shortly after arrival that they were set up for this stop in error as there was

clearly no assembly needed. Upon calling this into our offices the appropriate

paperwork for a factory trained service professional was created and scheduled

for 11.25.2015.

Please see

the attached picture in reference to the technician’s visit from 11.25.2015.

We

apologize again for our error in scheduling and have begun addressing this

agent’s failure directly with this agent internally. We are unable to respond

to damages that are not the result of a manufacturing failure. The picture

depicts a damaged area on the inside back of this item and we stand behind the

integrity of our technician’s report that this is not the result of a

manufacturing concern.

Should the

customer wish to use the protection plan they purchased for accidents they can

most certainly contact the [redacted] company who manages this coverage on their

own. Please be advised that [redacted] requires an accidental incident (happening

within the last 30 days) causing said damage be reported for coverage to be

applicable and they can be reached at ###-###-####.

Bob's Discount

Furniture prides itself on standing behind the merchandise we sell in the event

of a defect however, to remain fair to all of our customers there are some

scenarios where recourse is not an option. We apologize that we are unable to

respond to damages that have occurred beyond the warranty specifications and

beyond the control of our business.

Review: We have received three separate deliveries from this store for the same item. The item has been damaged each time and the delivery workers banged up my walls and doorway while bringing items into and out of the apartment.Desired Settlement: We have had to rearrange. our work schedules and take off in order for the deliveries to be made. This has been a nightmare experience with this company, they informed us after the second damaged delivery that the product would be thoroughly inspected by management before sending it to us for a third time. This was not true, the third delivery arrived with severe defects and the delivery guys marked up numerous spots on my walls.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the

inconvenience the multiple deliveries and damaged product continues to cause

our customer. We can certainly understand the customer’s frustration and

acknowledge the reasons why our customer remains so disappointed in us.

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. As the retailer we take full

responsibility for the damages that may have occurred at the factory overseas

or during the extensive transit the merchandise endures prior to arriving to

our customer. Merchandise is specially inspected at the point of loading the

merchandise from our CT distribution center and there is still a very long way

for the merchandise to travel prior to arriving to the customer’s

residence. We mention this process

because we do have another option for special inspection called ‘White Glove’

which addresses the item(s) and their condition more thoroughly throughout

their entire transit (loading, off loading and reloading) process. At this time

we have requested that our Quality Control Team complete the ‘White Glove’

delivery process for the pending even exchange attempt on 4.22.2015.

Should the customer wish to

discuss other options for resolution based off the items they maintain in the

home we are open and willing to work with our customer to gain their

satisfaction. We certainly don’t want our customer to feel as if they are being

forced to take continued deliveries of damaged products. We never expect or

anticipate disappointing our customers, let alone on multiple occasions and

should this type of delivery be the norm for us we obviously would not be

continuing to grow as an organization. Other offers the customer may be

interested instead of the fourth delivery attempt include the discussion of

scheduling a factory trained repair professional to the residence or a discount

offer off the price paid for the damaged items to keep them in their current

condition. Of course our main objective (as indicated above) is to make this

failure right and provide our customer with the merchandise they have selected

in its expected showroom condition. It is important to us that our customer

knows we have other options to offer should they feel necessary to initiate

these types of discussions.

We further apologize for the home

damage that the customer cites to have occurred during delivery. As the

customer is not providing specifics (what date did this occur on?) we are

unable to initiate the claims process right now. Should the customer wish to

file a formal Property Claim against this delivery team/company for the damages

on the wall(s) we ask that they reach out to us via our Customer Care Office so

that we can aide in getting this claim filed against the third party on their

behalf. These are time sensitive claims as they involve insurance reporting and

follow up so it is recommended that the customer contact our offices as soon as

possible should they wish to move forward with their Property Claim request.

We apologize again for the time

our customer has had to put towards getting quality merchandise delivered and

look forward to gaining their full satisfaction on 4.22.2015. Should the

customer wish to discuss alternate options for resolution or file the Property

Claim please advise that they contact us directly:

Customer Care Offices:

###-###-#### – Mon- Sat/ 6:30a-

8:00p or Sun/ 10:30a -7:00p

The Property Claims Office is

specifically open – Monday – Friday 8:00am -4:00pm

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The last delivery was supposed to have a special 3 part inspection, so obviously that didn't solve the problem.

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

Regretfully this customer’s rejection response leaves a lot

of information to be desired.

Our records indicate that the customer has yet to call our

customer care offices to report any details of the property claim they

initially complained on and they have disclosed no further details about the

claim within their response sent today (4.15.2015). These are time sensitive claims as

they involve insurance reporting and follow up so it is recommended that the

customer contact our offices as soon as possible should they wish to move

forward with their Property Claim request.

In regards to the delivery scheduled for 4.22.2015, I

apologize if my response was at all unclear in indicating that the ‘White Glove’

inspection process is a separate process completely from the previous delivery

attempts and offered inspection processes. We have escalated this customer’s

concern and upcoming delivery to the highest levels available within our

organization and the delivery companies we work with. We are still looking

forward to making the customer’s original concern right by working at full

capacity to make this the final successful attempt.

Also proffered in our previous response is an outlet should

the customer continually disagree with our efforts for the attempt scheduled on

4.22.2015:

Should the

customer wish to discuss other options for resolution based off the items they

maintain in the home we are open and willing to work with our customer to gain

their satisfaction. We certainly don’t want our customer to feel as if they are

being forced to take continued deliveries of damaged products. We never expect

or anticipate disappointing our customers, let alone on multiple occasions and

should this type of delivery be the norm for us we obviously would not be

continuing to grow as an organization. Other offers the customer may be

interested instead of the fourth delivery attempt include the discussion of

scheduling a factory trained repair professional to the residence or a discount

offer off the price paid for the damaged items to keep them in their current

condition. Of course our main objective (as indicated above) is to make this

failure right and provide our customer with the merchandise they have selected

in its expected showroom condition. It is important to us that our customer

knows we have other options to offer should they feel necessary to initiate

these types of discussions.

Kindest

Regards,

Bobs

Discount Furniture

Corporate

Customer Care Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: please see attachments with photos of damage to my walls as well as the third bed delivered

Sincerely,

Business

Response:

Good Afternoon Jamie,Thank you for providing photographs! I apologize that we have been unsuccessful in providing quality delivery service and merchandise. The most recent notes on your account (4/22/15) indicate that you have decided to return the king size bed for a full refund; the bed is scheduled to be picked up on April 24, 2015. Within 7-10 business days after the pick process is completed, we will issue a refund in the amount of $539.54 back to credit card ending in 8519.A property claim for the damage to your walls was processed on April 22nd and will be forward to our delivery depot today (4/23/15); you should expect to receive a call from a claim representative within 2-3 business days. In the event you do not receive a call by, April 28, 2015, please contact our [redacted] delivery office at ###-###-#### and reference claim number [redacted].Bob's Discount Furniture appreciates your business and apologizes for the inconvenience we have caused.

Review: I have contact this company many times about damage to my home that the delivery drivers did I never get a respond nor have I gotten the repair fix. The company keeps telling me someone is going to call me and it never happens. I just want the money so I fix the damage that was done.Desired Settlement: I want the money to fix the damage

Business

Response:

Good Morning Revdex.com,

I have just finished speaking with [redacted] by phone and

explained how sorry I am that she has had to wait for follow up on her property

claim. We do take ownership and responsibility for this concern and I will be

acting as a liaison for our customer from this point forward, ensuring that she

is provided with the resolution she deserves from our failure. I have provided

[redacted] with my direct phone number and I have reached out to our trucking

company’s senior management staff to make them aware of our customer’s concern.

I have also made an agreement to contact [redacted] back prior to the end of today

(6.06.2014) to ensure that she is continually receiving a route for resolution

in regards to this complaint.

Thank you

for providing us with an opportunity to make it right Revdex.com,

Bobs

Discount Furniture

Corporate

Customer Care Liaison

Review: SAGGING SOFA AND CHAIR COVERED UNDER A PROTECTION PLAN (PAID FOR ADDITIONALLY) AND NOT RESOLVED BECAUSE PART NOT AVAILABLE, MUST, LIVE WITH ITDesired Settlement: REPAIR OR REPLACE

Business

Response:

Good Morning Revdex.com,

Please provide the customer with

our apologies for any confusion or disappointment present from the service call

we provided on 10.10.2015. As this customer has selected to use the mediation

services of the Revdex.com please advise that this communication is the escalated call back from the highest

level of customer care available the customer has been expecting.

Our technician’s report depicts the following:

sofa – right side facing seat has a slight compression, wear and tear,

compared to the other seats its a little different, just because of the wear

and tear

normal/good

Our business has explained to our

customer (our records show the last conversation was on 10.21.2015) from

various levels that the concern the merchandise is experiencing is the result

of nearly two and ½ years of normal usage in the home (as our technician’s

report depicts above). The protection plan/warranty that is active on this

merchandise covers manufacturing defects and/or most in home accidental

occurrences resulting in damage. The protection plan does not (like many

other extended warranties sold in our industry) cover normal wear and tear.

Because our customer was upset and

communicating this to us on 10.21.2015, we did try to offer a one time courtesy

resolution of ordering replacement parts however upon further research our

agent discovered that the vendor of this sofa no longer makes parts for this

set. As the retailer we are unable to take ownership for a concern that results

from normal wear and tear. While we sincerely wish we could resolve every

concern there are guidelines in place to keep resolutions fair for all

customers alike.

If the customer wishes to dispute

the validity of our technician’s report please have them send in photos of

their merchandise (thru this Revdex.com channel they have selected to open) and we

will review these pictures with our Service Management Team to see what, if

any, further courtesy offers we can make to this customer.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: "normal wear and tear" is a convenient phrase to not live up to factory defects which are covered by "PLUS COVERAGE" protection that they charge extra for.A sofa and chair should last alittle longer than almost 2 1/2 years under "normal wear and tear"

Sincerely,

Business

Response:

Good Morning Revdex.com,

Please pass on our apologies for the disappointment the customer

continues to display.

As a business we stand behind the integrity and accuracy of our

technician’s report. It is a fact that with normal usage (even within the first

year) any seating component can and commonly will loose resiliency.

If the customer wishes to dispute the validity of our technician’s

report please have them send in photos of their merchandise (thru this Revdex.com

channel they have selected to open) and we will review these pictures with our

Service Management Team to see what, if any, further courtesy offers we can

make to this customer.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response becausPhotos do not reflect spring decompression,uncomfortable seating due to sagging springs nor do they reflect Bobs technicians report of sagging

Review: My mother, [redacted], purchased a convertible sofa from Bob's furniture. The product was defective (the bed cannot be pulled out all the way. It's stuck at an angle.)

Product_Or_Service: convertible sofa

Desired Settlement: DesiredSettlementID: Refund

Full refund of the purchase

Business

Response:

Business Response /* (1000, 5, 2013/07/25) */

Good Morning [redacted],

I was pleased to find upon researching your mothers account that this issue has been resolved. July 22, 2013, customer care authorized the return of sleeper sofa and chair, to which your mother reselected to a different sleeper sofa.

Bob's Discount Furniture appreciates Ms. [redacted]'s business and hope to remain her furniture retailer of choice.

Review: I purchased a living room set from Bobs in 2010 and had a problem with the set. Bob's said if I keep it I could get a discount on new furniture. I went to the [redacted] store and of course they now know nothing about it.How do I get the discount I was promised?Desired Settlement: Offer discount for new purchase as promised

Business

Response:

Good Morning [redacted],

I am so sorry that you were met with any inconvenience while

trying to use a credit that we promised you. I have researched our system and

your address is referenced with three different accounts inside our system.

These accounts have two different names on them – one is: [redacted] and the

other is [redacted]. One account is located in our older ‘View Only’ system from

2007 and the other two accounts are located within our current operating

system. I was able to find a $50.00 credit under [redacted]’S name and account.

Our records reflect this credit was entered on 5.20.2014. To use this credit

you would only need to provide your sales person with this internal reference

number: [redacted]. Is the $50.00 credit the credit you were looking for in

filing this complaint? If not, please respond to me and I will continue to

research your accounts in search of what you seek.

I would suggest that when making future purchases with us you save

your sales order receipts and paperwork associated with that purchase. Since

you have three different accounts under the two different names if you need to

call us for service or questions it will help us not waste any more of your

valuable time if we are aware what sales order number you are calling in mention

to.

For your records here are the three crs reflected in

our systems for your address:

Older System: There is a purchase and a return from 2007

located within this account and it is in [redacted]’s name: Customer

Number: [redacted]

Current System: (Your Name): This contains a financing

account through [redacted] but not open sales orders as of yet: cr: [redacted]

Current System: ([redacted]’s name): This

contains the $50.00 credit but no other sales orders: cr: [redacted]

I apologize again for the frustrations we caused you, please

let me know if there is anything else I can do to help you resolve your

concerns.

Kind

Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: Me and my father bought a mattress and foundation in bobs [redacted] store about 4 months ago . About a month after own the foundation it starting to cave in one it self. The biggest issue with the foundation is that it is made so cheaply, it is put together with strapping and 4 2x8 pieces of wood and cardboard. How is that suppose to support a human body and mattress. I went into the store today and they want to send out a technician, which I think is useless because the entire thing is pretty much fell in on it self. He will see if it can be repaired if it cant then it will be returned. But right now im sleeping on a loss foundation that is supported by books. Not to metion the customer service person at bobs was nice at first but then she started makeing faces when I described what was going on with the foundation. I just want something better then I have now that will last 5 to 10 years not 5 to 10 months.Desired Settlement: Just replace the foundation with something better

Business

Response:

Good

Afternoon [redacted],

I am genuinely

very sorry that you are experiencing any issue with your product and I assure

you that we do want to help you resolve this concern. As expressed on the

documents you received at the time of sale we reserve the right to inspect any

merchandise prior to offering a replacement. I further apologize for any lack

of care your complaint received while it was initiated to us; we value your

feedback beyond words and will most certainly follow up with our retail

location to ensure we are offering the best care possible at every level of our

organization.

SERVICE POLICY

We

guarantee that our new products will be free from factory defects for one year

from date of delivery or pickup. Our mattresses and motion furniture may carry

additional factory guarantees. You must report any factory defects to our

Customer Care team within one (1) year of possession, and a Customer Care

representative will schedule one of our Service Technicians to inspect the item

and service it to factory standards at no cost to you. If the Service

Technician determines that the factory defect is not serviceable, we will

replace the affected item.

Having been

in my business for nearly a decade, I can tell you that it’s quite uncommon

that we would try to complete a repair on a foundation. If the technician

determines that your foundation is experiencing a defect concern you will be

scheduled for an even exchange. The Bob O Pedic mattress you have is sold with

the same structurally made foundation that we sell our entire line of Bob O Pedics

with. We work with the same manufacturer on all of our memory foam bedding so

regretfully we have no physical way to offer you a different foundation for the

model mattress you have. It is possible

that the foundation you received was built incorrectly at the overseas factory

it hails from and this is the reason for your disappointment. Following our

usual successful practices under our service policy we are already scheduled

out to your residence to complete our inspection.

Our records

reflect that we are scheduled to your residence on 10.7.2014 to inspect this

foundation for defects under its current 15 year non prorated warranty. Prior

to the technician leaving your residence he will make a phone call to our

Customer Care Office to discuss the results of your service. One of our

professionals in customer care will speak with you directly at that time

regarding the outcome of your service and what the next steps in resolution may

be.

While I

acknowledge that you do not find our process sound, I do stand behind the

policies and procedures we have in place for this type of concern as the most

effective way to remain fair to all our consumers alike.

Sincerely,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

I got a new foundation 2 days later which was fine the only problem was I had to wait to all day to receive it. I had a schuded time slot between 4:12-7:12 pm I don't understand that. Especially somebody who has gone through issues. All said and done im happy that I can sleep again.

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

Sincerely,

Review: I pay for my order in October for new cushion for my three year old couch. I was told I would have them in February. It is now mid March . After calling them three or four times a week and been told it shouldn't be long before I get them. Today I was told I would not get them until mid May. And been told there is nothing the could do to help me get into a couch that I could sit on. I payed in full for my order.Desired Settlement: I would like a couch that I can sit on. And not have to wait until mid May for it.

Business

Response:

Good Afternoon Revdex.com,

Our records indicate that this consumer has been in direct

contact with our Customer Care Offices after this complaint was sent to you.

This item is completely outside of any factory defect

warranty through Bobs Discount Furniture based on the fact that the customer

has had possession since 2011.

We have offered a fair and adequate resolution for this

concern and apologize that the delay in parts shipment remains beyond our

control. These parts must be procured thru an overseas vendor and we are just

as disappointed as the customer is in this shipping container’s unexpected

delay.

As of 3.20.2015 this customer was granted the option of a 50%

refund based on the price paid for this order directly by the customer. Our

records indicated that customer paid $153.20 out of pocket for this order so

the refund would be processed back to the original method of payment in the

amount of $76.60. This resolution has been available to the customer since

3.20.2015 and to date (3.27.2015) our Customer Care Offices are still waiting

on a phone call from the customer directly to advise us if they would like this

refund processed to them.

Please advise the customer to contact us directly at

[redacted] (Mon-Sat: 6:30a-8:00p / Sun: 10:30a -7:00p) so we can process the

already offered resolution should she wish to accept.