Bob's Discount Furniture

Review: I purchased a wood day bed from bobs 2 years ago for my 13 year old daughter. I had the bed delivered and assembled by bob's.The wood bed rail has cracked and collapsed making the bed unusable.The bed cost me at the time of purchase $607.00 including tax.I contacted bob's customer service to see if they could repair the bed frame.I was told if the bed frame is cracked they could not repair it.I was also told the bed has been discontinued. parts are no longer avalible to fix the bed.I understand the bed is out of warranty.what I do not understand is why this company will not stand behind the quality of product they are selling the public.customer service rep. [redacted] told me I should of purchased a extended warranty,is this what Bob's is all about selling cheap furniture so costomers are forced to purchase extended warranties. I'm stuck with a $607.00 bed that I have to throw away after two years.I cannot believe this company would leave me in this position.P.s. The free coffee and candy is a advertising gimic to lure people into believing this company cares about you its the opposite they sell low quality furniture at regular prices and if you do not purchase an extended warranty you could throw it away after two years.Desired Settlement: New day bed or refund.

Business

Response:

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have reviewed your account and apologize that the bed has failed to meet your quality expectations.

Our records indicate that it was 2 years after delivery that you expressed concerns with the bed. Given the described damage, repair is not possible. Was there an incident in the home that caused the rail to break? Is there a knot in the area of the break?

The life span or shelf life of furniture is reflective of the care, maintenance and craftmanship of the product. [redacted] is a plan that provides recourse and peace of mind in the event of in home accidental damage. Although the plan is sold by Bob's Discount Furniture it is not a safety net for all merchanside related issues. The decision to purchase the plan is optional and often times purchased by the Consumer who believes the furniture would be exposed to common accidents such as, parents with small children or those who often times may host gatherings or parties in the home.

Whether or not a custmer purchases [redacted], Bob's Discount Furniture prides itself on standing behind the merchandise we sell even after the expiration of the manufactuerer warranty, if the damage is the direct result of a defect. Please forward 2-3 pictures of the bed and broken rail, upon reciept I will view the pictures with our service manager to determine what recourse, if any we can offer.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The bed rail cracked at the point where the wooden dowel enters the bed frame. at this point the wood grain is running in the same directing making this connection weak and caused the wooden rail to crack. I mentioned in my original complaint the bed was assembled by bob's.

I cannot believe this company does not care about quality or its customers

P.S Its time to invest in quality and customer service not free coffee and candy. Have you read the reviews bobs is recieving. I'm not the only customer disatisfied.

Sincerely,

Business

Response:

Good Morning Mr. [redacted],

Factoring in the 2011 date of delivery, expiration of the one year manufacturer warranty, first date you reported concerns with the bed and the discontinuation of this bed from our inventory replacment and/or refund is not an option. As a courtesy, we would like to offer you a $75 gift card to be used toward the purchase of another bed.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The $75.00 gift card offer was unclear if it has restrictions. For example : used only at a bobs furniture stores.

Sincerely,

Business

Response:

The $75 gift card can only be used at Bob's Discount Furniture however, it does not have an expiration date and can be used at any Bob's Discount Furniture location.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

I believe after purchasing a $600.00 bed frame from Bob's for my daughter only two years ago that cracked and cannot be repaired because discontinued and parts no longer available should limit where I invest my money in another bed frame.

Review: Purchased couches in 2010 purchased the warranty for the past year have been trying to get the couches either repaired under warranty or the warranty refunded since they did nothing about our leather couch peeling .. We would sit and the leather would come off stuck to our skin please help saw the same thing on the today show and its definitely defective it started a little over a year ..

Product_Or_Service: 01/10Desired Settlement: DesiredSettlementID: Refund

Refund warranty or replace or refund the couch that is ruined

Business

Response:

Good Afternoon Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that the sofa set has failed to meet your quality expectations.

The sofa and loveseat have a fabric content of 100% bonded leather and with normal everyday use, cracking and peeling can occur although not reflective of a defect.

As a courtesy, Bob's Discount Furniture will allow the return of the (1) damaged item however, given the 2010 date of delivery we will assess a 25% usage fee. The return will be store credit only.

Please identify the item that you would like to return and I will process the necessary paperwork.

Review: On 2/14/15, my husband and I purchased a table and chair set at [redacted] Bob's Furniture with an assiciate, [redacted]. We were told that our table would be available to be picked up at the [redacted] warehouse on 2/17/15 pending on our weather. Therefore, we opted to wait to pick this up and was told it was ok anytime but to call their number to sch when we were ready to pick up. In the meantime, we changed our whole kitchen including counter tops and sink, etc to match our new table which was black. On 2/25/15 we were just about to call and set up a time to pick up our new table when [redacted] called and left a message saying we could not pick up this table because it was not discontinued. That is almost two weeks later from time time of purchase that we were just being notified that there was no such table any more. She was not very helpful other than to say well this sometimes happens and you can always pick something else. At that point we were very upset and was not interested in anything else or even offered a discount on something else for our inconvenience. I told them to credit my account back. It is now 3/2/15 and I still do not have my debit returned or a table. I am very unhappy.Desired Settlement: So, at this point a credit to my account and a dicount on a table for our inconvenience would be great seeing that this was all the associates mistake for ordering something that was dicontinued and waiting so long to let up know.

Business

Response:

Good Day Revdex.com,

I reached out to this customer directly via telephone today (3.03.2015). I called the daytime number listed and in not receiving an answer I called the evening number listed and left a voicemail on the machine with my direct telephone number should our customer wish to speak with me. Please pass along my direct number to the customer [redacted] in the case the message machine is faulty.

On behalf of Bobs Discount Furniture I extend my sincerest apologies to our customer for the failure in not being able to provide the selected dining room set they purchased and decorated their home around. We take complete ownership for this failure and before contacting this customer I contacted three of our showrooms and clearance centers ([redacted]) to see if I could acquire this dining room set for this customer. Regretfully our inventory has completely depleted in our showrooms/ distribution center and we are still unable to provide the selected merchandise.

Should a sales order be reinstated for a different table set we would be happy to discuss what accommodation offer we could make to our customer.

Our records indicate that the refund was fully released from our internal systems in between the night of 2.25.2015 and the morning of 2.26.2015. I can certainly understand the immediate need to have these funds back on such a large purchase like this and I feel terrible about any delay that may have occurred in between our release and the bank’s reallocation of these funds. Normally we provide customers with a 2-5 day estimated complete processing timeframe because of the fact that even after we release these funds there is another party involved in getting these funds back to our client. At this time I would expect that the funds should have been reallocated to the customer’s method of payment however today is technically the third business day for banking since the initial processing of this refund. I did advise the customer that they could contact me directly to advise me if they have or haven’t received this refund as of today.

We apologize again for the disappointment our failures have caused our customer and remain willing to help directly or via this Revdex.com mediation channel in any way we are able to.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased the [redacted] Bedroom set from Bob's December 18th, 2013. At the time of purchase [redacted] Plus warranty was included in my order, without my permission, never did the Sales Associate inform me about warranty. After reviewing my receipt once I got home I noticed the warrenty was included and I reached out Bob’s to cancel and they informed me that I should keep it because everything is covered under [redacted] Plus and I decided to because the bedroom set was for my son’s room. Sometime in November my son came to me and informed me that he tried to open the dresser drawer on several occasions with no luck so he kept pulling, but he couldn't open it and when he finally did he noticed it was broken. My son is 7 years old so how much strength does a 7 year old really have to break a dresser drawer. I called Bob's furniture in November to request an appointment; I cancelled the appointment due to no one being home. A Bob's technician came to the house on Saturday, December 20th, 2014 to fix the dresser draw. The technician came in asked me what's going on, I informed him and he looked at the drawer and he informed me the side of the drawer was not fixable due to the wood frame being cracked along the left side and that was probably the reason my son was having a problem opening it. There was no issue with the drawer before hand. He called customer service and gave them the logisitics of the situation and the representative informed me that it cannot be fixed by Bob’s Furniture and for me to call [redacted]. On 12-23-14, I call [redacted] customer service to submit a claim and they informed me that the claim wasn’t considered an accident. If my son would have fell or ran into the dresser drawer then it would have been covered. The representative from [redacted] informed me to contact Bob’s Furniture again because my Manufacturer Warranty expired to days prior and they may be able to fix the damage. I called Bob’s furniture back and they said my damage wasn’t a Manufacturer problem. So, now I am stuck with a broken dresser drawer that can’t be fixed or used. I am frustrated. Many people told me not to purchase furniture from Bob’s because of the poor quality of the material, but I didn’t listen. Now I will do so. I will informed everyone through social media and word of mouth. I feel scammed by Bob's and their warranty program, or lack thereof. I should’ve gone with my original request and cancelled my warranty. People are spending their hard earn money or poor quality furniture. I will never purchase anything for Bob's furniture again. The dresser is useless now with one drawer being broke.Desired Settlement: I would like for the dresser drawer to be fixed so it can be used.

Business

Response:

Good Afternoon [redacted],

We apologize that you are experiencing any disappointment

with the dresser and that you do not agree with the determination our factory

trained technician made while assessing this merchandise. I assure you that the

protection plan you purchased through us is extremely valuable as it offers

coverage against most accidental damages and a variety of manufacturing defects

for five years. Your manufacturing

warranty has not expired by any means and the reason for your denial through Bobs

Discount Furniture rests on the fact that we do not believe this drawer

breakage to be a fault in workmanship. We stand behind the quality of all

products we sell, our technician’s abilities to tell the difference between

factory damage and customer caused damage, and the value of the ‘[redacted] Plus Protection Plan’.

Based on your description of concern here, our technician’s

report, and the information provided to Guardian it is entirely possible that

this drawer was cracked due to an amount of force being applied to the drawer

and track beyond what it is naturally built for.

Because Bobs Discount Furniture cares very much about our

customers we are willing to make a one time exception and provide you the

service options available through your protection plan (should this have been

considered a manufacturing defect).

We have processed a part order for a new drawer and drawer

track with glide for you today. When you receive these parts by mail or [redacted] you may contact our Customer Care Office to schedule an installation of these

replacement parts. Since this is a specific issue we rarely experience with the [redacted] set we do not have these parts in stock in our CT distribution

center. We are forced to order the parts directly from the overseas vendor who

will only agree to ship to you by container. Currently these parts are

scheduled to arrive to you around the end of March – Beginning of April 2015.

Please contact our Customer Care Offices should you have any further questions

about this approved courtesy part order or installation.

Customer Care is available by phone at ###-###-####/

Mon-Saturday 6:30am -8:00pm.

Kind Regards,

Bobs Discount Furniture

Review: This Company sold me a Sofa, and all the inner springs on the cushions popped. They do not back their product for this in any way ( as it had been over a year, but who doesn't expect a sofa to last?) I purchased what I thought was a warrenty plan, they call goof proof,but it won't effect a defective piece of furniture, Only accidental damage. So my "goof proof" would replace teh whole couch if I accidentally broke it, but if your honest and report that this cheap product you were swindled into buying broke on its own your out of luck. Now the kicker, they want you to buy replacement parts ( 3 cushion cores, not even full cushions) for almost half the cost of the new couch. The customer service has been a nightmare to get a hold of, and have been unhelpful. they do not listen, and attempt to stonewall you from doing anything. All in all if I knew teh racket they were running on this thing I wouldn't have bought it. now im stuck with it, and very little option. For a company that makes such claims in their ads I am amazed what kind of scam tehy are running when you deal with them in reality.Desired Settlement: All I want is my cushions replaced. I think Bobs should stand behind what tehy sold me and take care of it. they should be replaced by bobs for nothing, but even if I had to pay something I wouldn't mind. However what they are asking for is not in any way a reasonable price.

Business

Response:

Good Afternoon [redacted],

I apologize the sofa has failed to meet your quality expectations. Our records indicate that the sofa was delivered to your home on, January 11, 2011 however, it was not until June 2014 that you contacted our office expressing concern with the sofa cushions. Although the manufacturer warranty expired, January 11, 2012, we offered to send one of our technicians to your home to as the cushions, determine the cause and to see if there were any repair options immediately available, you refused are offer, confident that the cushions could not be repaired.

Bob's Discount Furniture promises to stand behind our furniture in the event of a manufacturer defect, even after the expiration of the one year warranty. Based on the date of delivery and type of damage being reported, this is not a manufacturer defect. As a token of our appreciation for your business, I will be happy to mail you a $60 gift card to be used toward the purchase of (3) replacement seat cores.

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

Sincerely,

Review: About two yard ago I purchased a living room set from Bobs furniture. The rep and his supervisor advised us if the [redacted] insurance and how it covered everything we could think of and that if anything happened the sofas would be replaced. Because I have children we decided to pay the extra $100 for the security of having the insurance for 5 years. Last month I contacted the number provided which turned out to be a desperate company "[redacted]" regarding my 2 year old who had written with a permanent market on my couches. I informed the rep at [redacted] that my sofas were trashed and being that it was permanent market I wanted my sofas to be replaced. To my dismay the rep informed me that the company only covers marks totaling 6 inches in length and what they provide is a cleaning service which my damage did not qualify for because it was too much damage. I asked to speak to a supervisor and was denied. Soni contacted Bobs in [redacted] where I purchased the sofas and the insurance and have yet to receive a call back. I was told that an email would be sent for a response to my concerns and it has been over a month and I am still waiting. There are more specific but it's too much to write here. In short Bobs is advertising something they don't handle and can't vouch for. Further [redacted] is stealing people's money and not honoring the advertisement.Desired Settlement: I would like for the advertisement to be clear and concise. Informing the customers if the truth behind the [redacted] insurance and the fact that it's a third party that handles or in this case doesn't handle claims. Because I was told this insurance is to cover life mishaps for up to 5 years I want my couches replaced as promised.

Business

Response:

Good Afternoon Revdex.com,

We apologize that the customer is experiencing any disappointment

while trying to use the protection plan they purchased from us. [redacted] is known as their parent company) is a third party company and we

have, for many years, experienced a vast amount of approved claims through this

third party company. Our customer’s are usually very happy with the outcome of

their reported claim and based on the price they paid for the coverage our

sales associates and sales managers would have no reason not to boast about the

extreme value the protection plan carries.

We provide a general flyer at the time of sale that very

clearly indicates there are some exclusion(s) to the protection plan and the

document further encourages the consumer to read their full plan documents for

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

sending the consumer the plan documents. Should the customer decide that they

would like to review the complete plan documents as the flyer suggests and they

don’t have these documents, we assume (as any retailer would) that the customer

would then try and obtain said documents for review. Had we been made aware of

the need for these terms and conditions we most certainly would have provided

them upon any request. As it is not typically a document we provide we

literally have no way of knowing whether the consumer has received the complete

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

sending these documents as many claims for coverage are routinely approved.

In this consumer’s specific case I have attached 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 on the right

side of the page via page number two (2) of the terms and conditions page:

PRODUCT SPECIFIC COVERAGE:

1. FABRIC:

b) [redacted] Standard – Basic coverage plus

grass, grease, ballpoint pen ink,

iodine, nail

polish, cosmetics, lipstick, crayon, and shoe polish. Lipstick,

crayon and

ballpoint pen ink marks totaling more than 6 inches in length are

considered preventable and will not be

covered.

We again apologize that the customer didn’t receive the

service expected from the [redacted] company and are willing to look into this

claim further and dispute the claim with [redacted] on their behalf should we

feel necessary.

At this time we ask that the customer provide photographic

evidence via this Revdex.com channel of the marker damage. As stated in the terms and

conditions [redacted]’s rule is that any stain from ink over 6 inches is

considered preventable. Regretfully if this inspection indicates stains 6

inches in length (or larger) exist we will be unable to help further facilitate

a dispute between our company and the [redacted] company.

To move forward please advise the customer that we require a

minimum of two (2) pictures (in color) for each item that is listed in the

report to [redacted]. I have listed the requirements below to ensure our request

is specifically notated:

-2 Photos of the Sofa

- 1 Picture

that clearly shows the entire facing surface (seats, inside backs, arms) of the

sofa

- 1 Picture

that clearly shows the damage marks at close range with a measurement

confirmation (ruler or tape measure present) if there is more than 1 mark on

this item then more pictures may be necessary.

-2 Photos of the Loveseat

- 1 Picture

that clearly shows the entire facing surface (seats, inside backs, arms) of the

loveseat

- 1 Picture

that clearly shows the damage marks at close range with a measurement

confirmation (ruler or tape measure present) if there is more than 1 mark on

this item then more pictures may be necessary.

-2 Photos of the Ottoman

- 1 Picture

that clearly shows the entire facing surface of the ottoman

- 1 Picture

that clearly shows the damage marks at close range with a measurement

confirmation (ruler or tape measure present) if there is more than 1 mark on

this item then more pictures may be necessary.

(Minimum of 6

photos please)

We will

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

may have to offer this customer.

Sincerely,

Bobs

Discount Furniture

Review: I purchased furniture for my mother when she moved into senior assisted living in [redacted], **. The furniture was scheduled for delivery on Saturday, Sept. 7, between 8 a.m. and 1 p.m., and I explained that this was a senior residence with restricted delivery hours. At 3 p.m. on Sept. 7, my mom called me to say that the furniture had not been delivered, she was getting no answer at Bob's, and could I help. She was very upset. I called Bob's and waited on hold for over one and a half hours. I then drove down to a nearby Bob's Furniture store in [redacted]. The sales rep. identified that the delivery was scheduled for 7:50 p.m. - which I said was too late a delivery. I was told that the account was locked - but the rep sent an email to cancel that day's delivery, so there would be no delivery on that Saturday. The rep at the [redacted] store confirmed that there would be no delivery, but since system was locked, I could call back to reschedule. The next day, Bob's "Delivery Tracker" indicated that the furniture had been delivered at 10:08 P.M., which I knew was impossible. My mom told me that she received three calls after 9:30 P.M. to have the desk delivered, but she was already in her night clothes and the evening nurse would not let the driver enter the facility. I checked my mom's online phone log - and yes, the three calls had been made starting at 9:38 p.m. I called Bob's to say that the incident was unacceptable - given the circumstances. The customer care rep was apathetic, her "I'm sorry" was insincerely delivered, and the communication was unhelpful. This is not the way a business should treat the elderly.

Product_Or_Service: [redacted] Order_Number: 3061001

Account_Number: [redacted]Desired Settlement: I would like the furniture delivered during normal business hours - and within the time frame that is provided.

Consumer

Response:

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

As noted, the decision was left to my mom. However, the refund is being processed.

Business

Response:

Good Morning,

I spoke with [redacted] as well as her mother (customer) on, 9/12/13.

Mrs. [redacted] (mother) has decided to cancel the order for a full refund although, we acknowledged our error and had every intention to correct the issue by completing the delivery and refunding the delivery charge. Regretfully we were unable to restore Mrs. [redacted]s business but hope to restablish a relationship in the future.

Review: My customer service number # XXXXXXX on August 3, 2013 my Fiance and I purchase a 8 piece bedroom package with a mattress from Bobs furniture in the Bronx with an excellent sale associate name [redacted] . He was very helpful unlike some of the customer services specialist in charge of customer care by Bobs furniture who showed no compassion or sympathy to me the patron. We order our bedroom set on August 3, 2013 and received various message that are bedroom set would arrived on August 12, 2013. On August 12th we received a phone call from the customer service representative that our bedroom was sent with no mattress . My fiance and I spoke with the customer service rep who assure us that we can have everything delivered on the 13 the following day . My fiance and I agree because the service we paid for was for our complete bedroom set . Monday evening we get called to be ready from 6:30 t0 9:30am that our bedroom set will be completely delivered . Tuesday 7 : 20 am morning the 13th we get another call stating that only the mattress has arrived and that are bedroom set will arrive on Saturday completely . I spoke with [redacted] the person in charge of customer service after calling the XXX-XXX-XXXX and he said that he couldnt do anything about it and maybe I received my furniture on Friday that the best that can be done . Never once that he state that a piece of the furniture was out of stock. Had my fiance and I know this we would have never order this bedroom set or taken the mattress on Tuesday believing all the other pieces were coming together. I called to speak to various customer service rep who were very helpful like [redacted] and [redacted] yet their supervisors [redacted] and [redacted] not helpful at all. My fiance received a call around 1:30 that our bedroom set would be delivered incompletely and that the headboard would come on the 27th of August . This service was not helpful actually insulting as a customer who paid for services that were unsatisfactory. I explained to each customer service rep that we would be out of town because of our honeymoon and how we took are time from work and other activities to wait for services that were never met . Its upsetting, stressful and discerning that after I ask for my refund to purchase a new bedroom set the rep tells me that I have to wait till Saturday for pick up the mattress and 3 days for credit card to obtain the credit. Had the customer service supervisor [redacted] say to us that our bedroom set was incomplete we would never receive the mattress. I ask [redacted] the other supervisor to arrange pick up for tomorrow he said I have to wait till Saturday for mistake that [redacted] furniture made not I and my fiance. The mistake made was accepting and believing in [redacted] furniture discount services.

Product_Or_Service: delivery

Order_Number: XXXXXXX

Account_Number: XXXXXXX

Desired Settlement: WE want full refund as soon as possible from Bob's furniture and to come the next day to pick up their mattress . Your customer service supervisiors need to be more sensitive and aware with what the customer is saying . I don;t want to wait for the mattress or money to be given . there no settlement for loss sleep due to phony agreements made by Bob's about what was purchas .I'm hurt , stress and with anxiety .

Business

Response:

Business Response /* (1000, 5, 2013/08/26) */

Good Morning Mrs. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the incomplete delivery attempts, inconvenience and service you received.

The pieces of the bedroom set you selected are out of stock; I apologize this was not communicated to you at the point of sale or during prior conversations with customer care.

As a Consumer myself, I understand your frustration and disappointment. I have shared your experience with our store and customer care management team to ensure each policies and procedures are reviewed with employees, so that issues, such as yours, does not occur again.

Currently the chest and headboard are on back order with an expected date of arrival as, September 1, 2013 and all the other pieces are available for immediate delivery.

Bob's Discount Furniture appreciates your business and would humbly request the opportunity to reinstate you order and waive the delivery fee. We apologize for the inconvenience and hope to restore your faith in our company.

Review: We bought 3 chairs at bobs furniture. We were told that we could return them at any time. They were way too big for our kitchen. My wife went to the store. They charged her card, unauthorized by her 49 dollars, then told her that they would not take them back.Desired Settlement: We want a credit for our credit card and want them to take these chairs back

Business

Response:

Good Afternoon Revdex.com,

Please pass on our apologies in

regards to any confusion that may have been present during the time of sale.

Our records indicate that the

three stools were purchased along with a protection plan that cost $49.99 and

our customers commonly sign a copy of their sales receipt indicating that they

are in agreement to all charges listed. Is this claimant stating that there wasn’t

an agreement signed for the charges made? Please have them clarify so I can

research the concern further if needed.

Also in reference to the chairs

returning the client has paperwork set up for the return of the chairs already

and our records last indicate that they spoke with us to ask if they were able

to use their returning credit online.

Kindest Regards,

Stephanie a. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: when my wife initially purchased the 3 chairs, she was told that she could return them...when she tried to return them she was charged another 49 dollars. we tried to negotiate then and that was just a run around. much furniture from Bob’s in the past, and to date have

experience no problem.

Simply put, the chairs were much too big. On November, 15th

my wife returned to Bob’s furniture store. The experience once you have a

problem with Bob’s is totally different it seems, than when they make a sale.

My wife’s primary language is not English, did not seem to be an issue when she

was making the purchase, but a real problem with she wanted to return the

chairs for either smaller ones, (which they said they did not have), or a

credit on her credit card. She was not

only treated quite rudely, she was treated in such a way, that the color of her

skin was mentioned. They charged her credit card, without her understanding nor

consent, another $49.00. She came home, crying and upset. I looked at the new

charges, and asked what they were for, for which she did not know. She told me

that she thinks she was told that she has 60 days to spend the money in the

store, or forfeit it. For something they

say they do not have. I am really concerned at they have yet another 49 dollars, in addition the the original payment, and to top if off, they claim to not understand what is going on. To be clear, we have no credit, were are out another 49 dollars, we have chairs that are way too big, and Bob's Furniture is playing like they do not know what is goin on. Sorry to be blunt, but, I am trying hard to work this out. I want them to refund my wife's credit card, and pick up these chairs. I am not sure, what they are playing around still. I need you to please try to work this out. Simply put, they have the original amount, and 49 dollars in addition, and we have chairs that are too big. Bob's Furniture's commercials, and sales people, sure are different that how they treat you if there is a problem. Please try to here here. We do not want anything online, if the chairs my wife saw, and bought, how can some picture help. We just want our money back....

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

Please send my

apologies to our customer as my response was never intentioned to convey a

feeling of “playing like they don’t know what’s going on”.

Our internal

records show one sale and one charge (in total for $408.73) that was authorized

on 11.06.2015. This total includes – Merchandise

at$ 300.00, Delivery

fee at $39.99

, Goof Proof Plus at $49.99

, Sales Tax

at $18.75 USD

, for a grand total amount

of $408.73.

This

is all displayed on sales order number: [redacted] and our customers all commonly sign a sales receipt the fully discloses our

return policy as follows:

REFUNDS

AND CANCELLATIONS POLICY

You may

request a full refund on orders for stocked merchandise at any time up until

the time we deliver the merchandise to you or until you pick it up.

The customer should also be able to verify

this policy as disclosed by way of a copy of the sales invoice we provide to

our customers prior to them leaving our store.

On 11.15.2015 we did not charge the

customer any additional amount, should the customer wish to provide

documentation on this accusation of additional charge we will research that

claim further at such time.

On 11.15.2015 we placed a store credit into

the system for the price paid for these chairs and their associated protection

plan. Based on the comments from this transaction (credit #: [redacted]) (listed

below) this reselection credit was entered as a courtesy so the customer could

reselect to merchandise that better suits their needs.

Date

of Delivery 11/13/15

Stools

are too large

Preference

reselection

EXP

date: 1/15/15

New

sale/ NEW del fee

Above

Comments Added By AR[redacted] ( AR[redacted] ) On 11/15/2015 at 14:02

Please also let the records reflect the

following comments entered as (after the credit transaction was created):

Customer

called to see if they can use there credit on a online purchase

Above

Comments Added By YG[redacted] (Y[redacted] ) On 11/15/2015 at 18:44

At this time I am unable to see how our

business has failed our customer. As disclosed on the sales invoice there is no

return for refund after merchandise is delivered, we have offered the customer

a courtesy by agreeing to take back merchandise that has no defect in it while

it is being sent back due to a concern stemming from an inaccurate measurement

on the consumer’s part, and there is no record of any additional charge for

$49.00 being made without authorization. We have also provided documentation

illuminating that the customer was fully aware of the credit being entered

hours after it was done.

At this time we stand behind the already

processed resolution for the offer of store credit as the most fair and

adequate offer we have to make as a retailer.

Sincerely,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: my wife was charged the 49 dollars when she tried to return the chairs. They offer no other chairs in the store, that were smaller. I will freely admit that my wife did not have the measurements correct. However the sales person Nicole P[redacted] told her that no problem, buy them now and you can return them if they are not the right size. My wife trusted what the sales person told her, and perhaps should have read what the store gave her after the fact. This store not only does not act in good faith, they change the facts I question any internal investigation. Are the days if doing the right thing, or acting in good faith non existent in Bob K[redacted] store. He puts his hand over his heart in his commercials, perhaps his fingers are crossed when he does this. The bottom line is my wife has no credit, the store has no chairs that we can use, and they are not acting in good faith. We feel cheated, and lied to. This store is a sham....They simply do not tell the truth....Who can pick out something if what you wanted to buy they do not have. Again, we have can prove the additional charges. This is really a shame....

Sincerely,

Review: I had recently purchased a leather sofa and love seat through this company. They delivered the sofas and were unable to install the legs. Once they left, I had noticed that one of the legs was missing two screws leaving me in a situation where I could not install the legs on my own. After speaking with 5 representatives and spending over two hours on the phone with them, no one was able to tell me the size of the screw. They explained that it came from a manufacture, but are not able to communicate with the manufacture. They also explained that they had stock of the screws in Connecticut, but were unable to tell me a time of delivery of the screws. I explained that the gentlemen who delivered the sofas may have accidentally pocketed the screws, but they were unable to identify which company delivered the sofas. What I would have liked to see done is the company telling me what size the screws are so I can purchase them from a hardware store to finish the installation of the legs. I would also like to see this company know which courier they are using the deliver the sofas and who are delivering them. It doesn't sit well with me as a consumer to know that there are companies who do not know who is delivering their items, and they also do not know what they are exactly selling.Desired Settlement: In the future, Bob's Discount Stores needs to have a disclaimer stating they their own employees do not know what size the hardware is for the furniture they are selling. This is cease the problems that I am facing and help further inform consumers of the inadequacy of this company. I do not know when the screws are arriving, neither do they, but I hope they can actually track them so I can finish installing the legs of the sofas that I had fully purchased.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the concerns our

customer experienced with the assembly of their product. As a furniture

retailer we maintain a certain amount of trust for the hardware needed to be

included in the packaging that most of the overseas manufacturers send us. We

assure our customer we are just as shocked and disappointed as they are that

the items were unable to be fully assembled during their delivery. On approximately

4,000 deliveries a day this is not a common concern therefore we always anticipate

being able to set up the merchandise as we display it in our showroom.

We take full responsibility for any concerns of failure resulting

in our customer’s disappointment and we fully expect that any hardware our

system reads as “in stock” is shipped and received by the customer within 5-7

business days of the order being processed. We have an in-house parts department that is

permitted to speak with the manufacturers (if needed), however most requests

for missing or incomplete hardware can be arranged and shipped within the time

line stated above. We feel terrible that the customer left their communication

feeling unconfident about our abilities to care for them and pledge to address

the coaching concerns that this communication has presented us with.

In regards to resolution: Our customer has selected to levy this

specific concern thru alternate channels and has been working directly with one

of our Corporate Customer Care Liaisons since 11.13.2015 (Jennifer) to get this

concern fully resolved.

We encourage our customer to continue to communicate with the

direct contact they have established so we can correct our failure and provide

them with the care they deserve.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased 2 leather recliner lift chairs from bobs in 2011. I purchased goof proof which is additional insurance which was explained that if anything went wrong with the product it would be fixed or replaced. I was told the goof proof would cover me for 5 years. The leather on one of the recliners has become discolored. When I called to file a complaint I was told that's wear and tear. That's not what was explained to me when I purchased goof proof. Goof proof is a misrepresentation of what it really is. I would like my money back for purchasing goof proof or the company to stand behind their original explanation of what goof proof is.Desired Settlement: Money back for goof proof of repair/ replacement of leather discolored.

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.

Revdex.com: Please

note and take into consideration:

The

customer’s account shows that the delivery of the chairs took place on 02/15/2011

and the customer agreed to purchase a part for repair from the vendor directly on

05/18/2015. As the remaining coverage available on the item was explained at

that time (almost five months ago) and the customer completed the transaction

of paying separately for the replacement part I cannot determine how it would

be at all appropriate for the terms of the purchased protection plan to be

called into question now (nearly five months later).

The

current concern of “discoloration” is not covered by Goof Proof (unless there

is an accidental occurrence that caused it), nor Bobs, given the amount of time

the merchandise has been in the home.

Was there

a particular incident that caused the discoloration?

Is the

entire item discolored?

Can the

customer submit photos of the chair?

When did

the discoloration begin/occur?

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. The customer’s answer

to the above questions will help to determine, what recourse, if any we may be

able to offer.

Kindest Regards,

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.

Sincerely,

[redacted] I will no longer shop at Bobs.

Review: Have ordered furniture for my mother who is 75. My web order was processed and was called by the [redacted] store to set a delivery date. But then was told that my card was not authorized. I called my credit card company and they told me that my card had been authorized and then when I logged on saw the pending charge from the store. I called the store and wanted to cancel my order since I was not sure that they were professional in handling of my business. Also, my card seemed to have been used but was told that it had been denied. I was then told that now the store was not able to cancel my order even though it had not been fully processed and am within my rights to cancel in less than 24 hours. Given these facts I will do my utmost to ensure that no one that I know will frequent this store and I will pursue all legal recourse at my disposal to further ensure that I do not lose a cent.Desired Settlement: I expect that my card not be charged. Also, if my card is charged I expect that full refund to be made to my card. Am very busy and I do not have the time nor the inclination to visit Bob's Furniture store. If I am made to do this I will make sure that I take all legal course of action to ensure that I am compensated for my lost time.

Business

Response:

Good Morning,

I have contacted [redacted] on the number he provided in this complaint. Our records indicate that this merchandise is scheduled to be delivered on this Thursday (12.19.2013). He did not answer this call so I have left the following information on his voicemail.

I apologized that our system was unable to process his credit card initially. I assured him if he wanted to get a refund of all monies paid he is certainly entitled to this prior to taking delivery of said merchandise this Thursday. I left him my direct phone number in the hopes that he will return my call; speak with me further about his experience and ultimately aide me in correcting any training concerns we may have with our refund policies.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The delivery staff were rude and refused to complete the full delivery. Also they did place the bed frame on the metal support. They left the actual old mattress in the hallway. I can never recommend this furniture store.

Sincerely,

Business

Response:

Good Afternoon [redacted],

I cannot apologize to you enough as I am aware of the multiple failures you and your mother experienced after my initial response to this complaint. While I do understand your frustrations, I had hoped that providing you the $100.00 credit and covering the cost to deliver the foundation that hadn’t been purchased on your original sale would have lessened your discontent with Bobs Discount Furniture. I assure you that we sincerely care for all of our customers and wish only to make our failures right in any way we can. If you are still in need of assistance or would like us to remove the bedding we left behind at your mother’s home please contact me on my direct number, previously provided to you.

I will continue to make our Delivery Managers aware of your concerns so we can immediately start improving our performance.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: Purchase a furniture from Bob's discount furniture at the [redacted] in [redacted]. I requested the furniture to be custom, the store indicated very clearly that all custom orders would be made and deliver in 21 days or less. I paid for the customization, delivery and the furniture on March 5 of 2015. Low and behold, the furniture did not arrived until the 9th of April, well passed the 21 days. I ordered a chaise, loveseat, and a couch. The only completed pieces that were availabe foe delivery on this day were the chaise and couch. When the deliver men showed up with the couch and chaise, they refused to deliver the furniture using an alternative entrance. Thus, they threw the furniture back on the truck, called the women in the household "[redacted]" and "[redacted]" us off.

We immediately called the customer care line and were give a hard time. We demanded that the delivery men return with our furniture. They claimed they were to far out and could not come back. The next day after waiting several hours, we received our chaise and sofa. The sofa was damaged. A repairman was sent out on the 13th of April to repair the bottom of the couch, it was just patch up. There is a separation of seams on the bottom of the couch, we have to wait again for another repairman to come out to repair the same couch that was damaged when the original delivery men who threw the couch back onto the truck, the repairman is supposing coming out on April 27,2015.

We are still waiting for the loveseat. These are the excuses that we were given by Bob's finest customer service, it is in the warehouse in [redacted], no it is now Overseas, no the fabric is being manufactured here and sent overseas to be make the loveseat. We were told that we would have the loveseat by the 18th of April, then it was change to the 27th of April, then it was change to the 22th of April at 6:30 in the morning. To be quite honest I am not holding my breath. We paid over $1400.00 for this mess. This is far beyond unreasonable and unfair to a consumer. We are demanding restitution for consumer fraud, false advertising and damage goods. They mislead us into believing based upon the four corner contract that I sign with them that I would have my furniture with in the 21 days has indicated.Desired Settlement: 1. Restitution for damage furniture.

2. Restitution for delay in manufacturing of furniture.

3. Restitution for poor customer service in relation to delivery and store management who failed to correct the problems when arise.

4. Restitution for consumer fraud and false advertising.

Business

Response:

Good Afternoon Revdex.com,I spoke with Ms. [redacted] and either her mother or daughter and both very expressly voiced their dissatisfaction with the service, merchandise and delivery issues. After reviewing Ms. [redacted] account and listening to her experiences with us, her frustration and desire for compensation is understood.Ms. [redacted] is now in possession of her complete furniture order, however one seat cushion for the sofa is stained and a replacement casing has been ordered and will arrive within 4 weeks. I have shared Ms. [redacted] concerns with our store, customer care and delivery management team. We have procedures in place for when an order is delayed and/or damaged- these procedures when properly initiated are very successful and limit and/or eliminate the need for multiple deliveries by notifying the proper department and/or person to immediately correct the issue; clearly we failed to implement those procedures thus causing an undue amount of aggravation and inconvenience to Ms. [redacted].As a result of the incidents listed above, I offered to refund the special order fee ($39.99) and issue a $100.00 bob's discount furniture gift card ; Ms. [redacted] immediately refused the offer and demanded $400.00. Our compensation typically max's out at 10% of the order -before taxes and fees, which in Ms. [redacted] case is $119.80. Ms. [redacted] says that she was working with [redacted], one of our customer care supervisors who offered her approximately $500.00 in compensation however, there are no notes on her account that reflect such an offer and [redacted] will be out of the office until May 12, 2015. Bob's Discount Furniture apologizes wholeheartedly to Ms. [redacted] for the inconvenience we have caused. We are a company that prides itself on being honest and upfront with our customers while providing exceptional customer service. It is obvious that we failed to allow Ms. [redacted] to experience the service we humbly pride ourselves and for that , I apologize. I have noted her account with the offer of $140.00 compensation in addition to the $50.00 gift card she was offered by customer care; she may chose to accept this offer as final compensation or speak with [redacted] when he returns on May 13, 2015.Thanks[redacted]

Review: When our couch was delivered the delivery men caused a lot of damage. They took a large piece of wood out of the front door molding, they broke the switch plate for our lights, they bent our hallway ceiling light, they put small holes in the upstairs ceiling, and they caused various scratches along the stairwell and ceiling. We have been calling Bob's delivery service regularly for about 9 months now. We have done everything they requested. We took the time to get repair quotes from various contractors. They took it upon themselves to close out our case with no resolution. We asked to have it reopened so that we can be compensated for the extensive damage that was done. They are still not returning our phone calls.

Order_Number: claim number: XXXXX

Desired Settlement: We would like to be compensated for the damage that occurred to our home. We would like to be given the funds to make the repairs. We feel like we are being very reasonable. We did not even submit the quotes that recommened repainting our entire upstairs hallway for thousands of dollars. If they are not willing to give us the money for the repairs, then we would like a refund on the couch that caused the damage. It took us a lot of time and effort to get them the quotes they requested.

Business

Response:

Business Response /* (1000, 5, 2013/07/23) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I apologize for the resolution delay as it relates to the property claim reported, September 7, 2012. Depending on the complexity of a claim it can take up 60 days to resolve a claim. I apologize you have yet to receive a resolution 9 months later.

Today, July 23, 2013, I forwarded a copy of your Revdex.com complaint as well as a duplicate copy of the September 2012 property claims to Ms. [redacted] manager) and [redacted] claim representatives at our delivery company and I expect to be able to followup with you within 2-3 business days. You may also contact Ms. [redacted] at, XXX-XXX-XXXX or Mr. [redacted] at [redacted] or [redacted]

Business Response /* (-10, 6, 2013/07/24) */

The delivery claims department has agreed to reopen this property claim although multiple attempts to address the claim were made several months ago. The claim rep was waiting for the consumer to provide estimates until November 2012, when the claim was closed due to the Consumer not providing estimates.

Consumer Response /* (3000, 8, 2013/07/31) */

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

No settlement was offered, just an indication that they would have more information in 2-3 business days (from July 23). No additional information is showing up on the webpage (July 31), so not sure how to proceed other than to say not accepting the "settlement offered".

Business Response /* (-10, 11, 2013/08/05) */

Your claim has been forwarded from the delivery claims representative to an insurance adjuster. I will share more information as it becomes available.

Business Response /* (4000, 12, 2013/08/06) */

This claim has been settled for $800.

Business Response /* (-10, 15, 2013/08/22) */

Payment/settlement check was issued on 8/16/13 in the amount of, $800.00.

Review: In March of 2010, my husband and I purchased a leather couch and chair/ottoman set with the protection plan from Bob's Discount Furniture in [redacted]. Recently, the couch started tearing and honestly, I have no explanation of how it is happening. I have a 4 year old and twin 1 year olds and I probably could've lied about it and said that one of them punctured the couch, but I did not because I am not a liar. My protection plan is good for 5 years and because I did not give them a good enough explanation, they denied my claim. My understanding is that I purchased the plan to protect myself for cases like this, now they are not honoring it. I have talked to people at [redacted](the company that covered the protection) and they just talked down to me and gave shady explanations of why they are doing nothing to resolve my issue. I decided to take it a step further and speak to Bob's in [redacted] to try to get some answers from them. They just basically wanted to wash their hands of my situation. I then called Bob's Corporate Office where I spoke to a young gentleman named, [redacted] who said that in 2010, Bob's changed coverage plans because people were having issues with [redacted] covering identical issues that I am having. My issue is that if that were case, Bob's should have changed everyone that purchased coverage in 2010 over to the new coverage company. It's not right that I paid for something that they knew would probably be rejected if a complaint were filed.

I have only had this set for 4 years and I really cannot believe they will not honor my warranty. I even offered to send a picture, but they want nothing to do with me.

Thank you for your time.Desired Settlement: My desired outcome is to have my couch fixed or replaced and if they cannot do that, then I will want a refund for the couch.

Business

Response:

Good Afternoon [redacted],

I apologize for the lack of care you cite to have received while

seeking resolution for your product concerns. I assure you that we are a

company that keeps our customers best interests in mind with any choice we make

and seek to help our customers resolve their concerns in a manner which is fair

for both parties.

The protection plan you purchased was bought specifically for

accidental occurrences and did not extend the manufacturing warranty that Bobs

Discount Furniture directly offered you. The company that we switched to for

this furniture protection plan is called [redacted] and their guidelines for

coverage mirror that of the [redacted] Company. The main difference in between

the two companies is that [redacted] allows you to repurchase a new protection

plan on an item they have replaced under their coverage and [redacted] does not.

Regretfully even under the [redacted] plan we now sell, a claim of this version

would receive a denial result.

In many cases across many

business lines normal wear and tear is not covered. For instance, protection

plans that are sold on automobiles, electronics, and home appliances require

that you report an incident that caused the concern you have to use their coverage.

While I truly respect your honesty the fact remains that the nature of your

report leads all to believe that the occurrence of tearing (with no accidental

cause) is the result of normal wear and tear. Please consider that you paid

$179.99 for a plan that offers to replace merchandise that totals at more than

five times its own cost. It is reasonable that such a plan would maintain

coverage guidelines that keep the plan fair for all consumers alike.

Your merchandise is also made out of bonded leather which is

another fact that I am certain is being considered along with the nature of

your report. Bonded Leather offers the look of luxury at a much more affordable

price point and as its name depicts, bonded leather is real leather that is

adhered (or bonded) to a fabric backing with a strong adhesive. Over time and

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

expansion of the molecules that join the bonded leather to the fabric backing.

Bonded Leather is manufactured the same way industry wide and peeling or

tearing over time is not isolated to the bonded leather products we sell at

Bobs Discount Furniture. If you continue to purchase/maintain bonded leather

furniture in your home regretfully peeling or tearing can occur based on the

nature of this material’s manufacturing process. You have had this set

for over four years and in that four year period our records indicate that you

have not reported any issues to us before now. The Bobs warranty on your

merchandise expired over three years ago and as this concern does not stem from

a factory defect in the product’s workmanship and is viewed as normal wear and

tear industry wide, we are able to make a store credit offer to from a place of

extreme courtesy and care.

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

that may fit your furniture needs better we can offer to credit you 70% of the

original cost you paid for the Sofa, Chair, and Ottoman from your ‘[redacted]’ set.

In the interest of fairness we would ask that if you want the new furniture you

select to be delivered you cover the cost of that service as delivering the

merchandise has always been a charge we maintain separate from the cost of our

merchandise. We can offer to remove the current Sofa and Loveseat you currently

maintain on the same date we deliver the newly selected merchandise and cover

the cost of disposal for you.

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

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

to make you aware of your available credit.

Kind Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I bought a sofa in 2012 and also the guardian protection plan that Bobs Furniture recommend I buy. There was an accident and my sofa ripped and called bob's furniture and guardian protection and they did not believe that it was ripped accidently, they ask me if I had a dog which I say I did. They left me a voice message saying that the sofa did not looked ripped after I sent them pictures, they said it looked chewed up. I bought the protection in good faith and now I am stuck with a sofa they could not fix.Desired Settlement: I would like to get my sofa fixed or replace.

Business

Response:

Good Afternoon Revdex.com,

Please provide [redacted] with my sincerest apologies for the lack of care he has been experiencing while

trying to get this concern resolved. I have reviewed the pictures taken by our

technician and the report that was made to Guardian. Guardian does not offer

coverage against any damages that are present on the seams of upholstered

products. As [redacted] sofa is currently over a year beyond its period of

warranty coverage through Bobs Discount Furniture we are unable to offer a

replacement at no cost. We can offer to perform a ‘Best Effort’ service to

resolve this concern.

We can schedule one of our

service technicians to his residence to repair these seams to better than

showroom quality standards. In researching this claim I have also spoken with

my Service Technician Manager who assured me that the technician assigned to

this original service call ran out of time to try and complete this work

otherwise we would have made this same offer while in the home early last

month. We did perform a great deal of service to many other items inside [redacted] home on 3.04.2014 and [redacted] was the first stop on our

technician’s run; regretfully we were unable to initiate the offer for ‘Best

Effort’ service on 3.04.2014 due to time constraints.

An offer of ‘Best Effort’

service indicates that we will do our very best to service the damage to an unnoticeable

state, however if our customer is still unhappy with the product after our

repair has been completed we will have no further recourse to offer relating to

this concern. I have immense faith in all our technician’s abilities and as

this item is out of warranty and this type of damage is not covered by the

Guardian company this is a very valuable offer for resolution at no cost to our

customer.

I have created a service order

within our system for this concern and should our customer wish to accept this

option for resolution and schedule a technician visit- please ask that [redacted] contact our Customer Care Department at ###-###-#### (Mon-Sat

630am-8:00pm) and provide this service order number: ­­­­­­­­[redacted]. I apologize again that our

representatives have been responding so poorly to [redacted]’s concern and I hope

very much he contacts us to schedule a service so we can earn his faith back in

our business.

Regards,

Bobs Discount Furniture

Customer Care Corporate

Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Your technician said this was not fixable.

Review: I purchased a $400.00 Bronson recliner in October of 2012, at the time of purchase I also bought the 5 year goof proof warranty that covers damages to springs and recliner problems. In Spring of 2014 only a year and a half later my recliner stopped working correctly. I called the goof proof number because I cannot sit in the recliner since it goes way back. Ir feels like a spring or fixture is broken completely inside the reciner. I was told when I called by the representative that it was wear and tear and that they wouldnt cover the recliner. I do not believe this is wear and tear and clearly the warranty says it should be covered. I asked to speak with a supervisor and was told no. I am so upset because I take good care of my stuff and this recliner broke a little after a year and a half. I am shocked they wont honor tgere 5 year warranty that I spent well over $100 dollars on.Desired Settlement: I would like my money back or a complete replacement of the merchandise.

Business

Response:

Good Afternoon Revdex.com,

I reached out to our customer by phone this afternoon

(5.30.2014) via the number she has provided in this complaint. I left our

customer my direct phone number and asked that she contact me back so I can

help her on a more direct basis.

Please pass on my contact information as well as my

apologies for the frustrations our customer’s Goof Proof Plan has caused her. I

look forward to hearing from her (whichever channel works best for her –email or

phone) so I may work to satisfy her concern and earn her trust back in our

business.

Bobs Discount Furniture

Customer Care Corporate Liaison

Phone: ###-###-####

Email: [redacted]

Review: I purchased a sofa and an Houdini glass table from Bob's Furniture store on 10/26/13. The table was delivered on 11/23/13. On 12/5/13, the table did not work like it did prior to being in my home. On 11/7/13. I called the customer services number and informed to operator I would like to return the table. The operated stated there would be no refund but, they could fix the table. I informed the operator that I had the table for a week, It should not be broken already, The operator stated that my only opinion is to have someone come to my home and fix the table. I thanked the operator for her time.Desired Settlement: I would like a refund.

Business

Response:

Good Afternoon [redacted],

Thank you for choosing Bobs Discount Furniture and I am so sorry you are experiencing quality issues with your product so soon after taking delivery. I can imagine you are extremely frustrated because you cannot use this table and ottoman set as you initially dreamed of. I assure you that our number one goal is to get our valued customers the product they selected at the highest quality possible.

As depicted on your receipt, signed at time of sale, a monetary refund is not possible after this table set arrived in your possession. We do have various other options to resolve your concern because we do take responsibility for merchandise not living up to the quality we have promised you. In most cases furniture today is built on an assembly line and shipped many miles across the ocean before it arrives to you. Since there are so many hands touching the product before it gets to you there are multiple chances for damages to occur. As an honest company built on core values like integrity, we take ownership for as much as we can when it comes to our products. The complaint I received was not entirely specific to what the issues are with the table set so I will list the options we can extend to you and ask you to choose the recourse which appeals to you the most.

We can service your table by sending a factory trained professional to your home to as and repair the table back to better than showroom quality. If you feel the concerns are not going to be repairable we can always mail you factory fresh parts and schedule our professional to install these parts for you. Another option for recourse we can offer is an even exchange, the entails bringing you a brand new Houdini table set and removing the current model you have in your home. Lastly I can provide you a store credit for the amount you originally paid for the table and you can return to the store to select a different item, with this option we will also cover the cost of delivering you the new item and we would remove the Houdini table set from your home on the same day we deliver your new item.

Please respond with what option will satisfy your concerns as I am eager to get this taken care of for you. Thank you for your time [redacted] and I apologize again for the faulty table you initially received from us. Give us the opportunity to make this right and we won’t disappoint you again.

Sincerely,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: On or about April 26, 2014, I traveled to Bob's Discount Furniture Store located in [redacted]. At that time, I purchased and paid $1282.00 (Salesman [redacted]) for a bedroom set which was to be delivered on May 17, 2014. On May 17, 2014, the furniture was delivered to my home. However, one of the pieces had a very large hole in it. The delivery person acted very nonchalant. After I demanded answers he made a telephone call directly to Bob's Furniture Store. At that time, he advised that the new chest would be delivered on May 21, 2014. On May 21, 2014, I scheduled an unpaid day off from work and waited for the delivery. The delivery never arrived. I then called the customer service center and spoke with [redacted], who advised that he had no record of a delivery. I then called the store directly and spoke with a [redacted] was rude and actually snickered at my dilemma and did not offer any assistance.Desired Settlement: At this point I would like a discount for my inconveniences and I would like the chest to be delivered expeditiously. If Bob's is unable to do that, I would like to request a full refund. I would rather spend more money and receive a better quality product and better customer service!

Business

Response:

Good Morning Revdex.com,

I am so very sorry for the disapointment that

this customer has had to endure based off of our product failures and error in

not properly scheduling the redelivery. We expect all of our customer care

agents to behave in the utmost professional and caring 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 our

customer that Bobs Discount Furniture cares very much for these concerns and

our intention was never to create inconvenience this delivery process.

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 5.28.2014 (tomorrow) 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 our customer that upon

completion of their delivery, the driver is expected to call into our Customer

Care Department to allow us to speak directly with them. If our customer still

believes that further resolution is needed to rectify this concern we can

discuss what, if any, further resolution will be offered at that time.

I genuinely apologize again for the

impression this customer has been left with of our business.

Kind

Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: My name is Jeff E[redacted] and I am a [redacted] and [redacted]. One the 12th of June my wife and I purchased a living room set and entertainment center from the Bob’s in [redacted]. We were loyal Bob’s customers and had purchased a living room set and day bed from Bob’s when we moved to [redacted] from [redacted]. However, based on our most recent experience with the delivery of our furniture from Bob’s we will never purchase another item from Bob’s and will ensure we share our experience with our friends, family, co-workers, acquaintances, fellow Service Members, and Veterans. Our first delivery was scheduled for Tuesday, June 16th. The delivery personnel delivered our couch, loveseat, and entertainment center. The delivery personnel left debris on the floor, a staple in the loveseat that could have impaled someone’s head, did not clean off the furniture, and also damaged our newly installed storm door. I called Bob’s to have someone return to our house to clean this mess and was told the earliest a technician could arrive would be June 23rd. Rather than wait until the 23rd the delivery personnel who delivered the recliner on June 20th cleaned up the mess left during the previous delivery. We were given a $50.00 gift card to compensate us for this issue. The entertainment center that was delivered was damaged and the left side glass door did not close. A technician repaired this item on June 30th. We filed a claim for the damage to the door and received a letter from Cory 1st Choice Home Delivery denying our claim as we did not note the damage on the signed paperwork. I was not home when the delivery was completed as I was on an active duty tour working twelve hour rotating overnights and was not available to review the condition of the room when the delivery personnel departed. In addition, my wife was working and also did not have a chance to inspect the delivery area when the delivery personnel departed. It is a travesty when a business fails to accept responsibility when its employees damage a customer’s home. It is also unacceptable for a business to attempt to take advantage of a [redacted] and his family. We have attempted to resolve this issue with Bob's and they are not accepting any responsibility for damaging the door. I have a photo of the damaged door and the receipt for the door purchase and cost for installation.Desired Settlement: We are requesting to be reimbursed $236.00 for the cost of the brand new door we purchased from [redacted] and $180 for the amount we were charged by [redacted] to have this door professionally installed. When we sell our townhouse we do not want a damaged storm door to interfere with a possible buyer purchasing our home.

Business

Response:

Good Day Revdex.com,

I have reached out to Jeffrey directly via the

telephone number provided here. I left a message for him with my direct phone

number ([redacted]) to call me back on.

We are very sorry for the poor experience our customer

and his wife have endured and we have made the appropriate agreements to get

this claim settled with the delivery company for our customer.

We thank our customer for escalating this concern and

providing us with an opportunity to make our failures right.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,