Bob's Discount Furniture

Review: Please HELP!My family and I recently went to Bobs discount furniture and paid cash for a leather living room set, mercury sectional black 2 piece package delivered on 12/31/2013, this was a gift from us to each other. We have tiny scratches and holes in 3 portions of the sectionals I dont know if it was made by my de-clawed cat or my grandsons toys, or even an accident from my wifes slippers. My wife, daughter, and my self was told by the sales associate [redacted] from the [redacted] store, If I were to buy the goof proof plus plan for $100.00, ALL accidents would be covered, including animal damage; [redacted] even took a pen and maliciously stabbed it into a leather piece and then told us even this would be covered, no problem. The flyer that I received also claims the coverage is good for rips, tears, cuts, burns and punctures. I was told when I called for a repair that not everything is covered. Ive been corresponding with a manager and I asked her Why are you contradicting your well printed flyer; and why are your sales associates willing to lie for a sale? She claimed this was a misunderstanding; we were blatantly lied to for a sale. I had first called on January 15th to report this accident; someone came out to inspect the sectional on January 23rd, I was told I would have a follow up phone call within 24 to 48 hours; at the end of January 27, 2014 I did not receive a phone call. What happened with their slogan NO PHONY GIMMICKS? I have a flyer with BOBS hand over his heart claiming to trust him and how hes got us covered. I was recently told after 3 correspondences that they will not cover this sofa. My family and I were told something different and this flyer also claims something different. All I want is to get my sectional repaired and for you to see Bobs revealing lies on what is really covered through this goof proof plus plan. Please help us! Sincerely [redacted] ###-###-####Desired Settlement: We would like our new sofa repaired, free of charge.

Business

Response:

Good

Afternoon [redacted],

I

am so sorry that you are experiencing concerns with your sofa and loveseat

purchased from Bobs Discount Furniture. I completely understand how frustrating

it must have been to be told we were unable to provide you with further

resolution and I assure you that Bobs Discount Furniture truly wishes to help

every customer who has a product concern.

The

time of sale is an extremely exciting experience, not only for you but for your

sales person as well. I truly apologize if a misunderstanding with the Goof

Proof plan occurred at that time and I assure you our intentions were never to

mislead you. The protection plan is an enormously valuable return on your

investment when used with the appropriate guidelines. The Goof Proof

Information sheet you are referring to states that animal damage from bodily

fluid is covered. I can also send a copy of the [redacted] contract to your home if

this isn’t something you received from that company shortly after delivery.

This contract goes into detail about what is not covered since our sales flyer

is meant to provide you with a general overview of what is covered. The sales flyer

also states that accidental damages such as rips and tears are covered through

the [redacted] Company and not Bobs Discount Furniture. If you and your family

are aware of an accident, other than scratches from your cat, which caused this

damage, I would encourage you to contact [redacted] and report this information

directly to them. As this protection is for accidents (stated on the flyer you

are referring to) it does not cover pet damages from teeth or claws because

this is considered a preventable occurrence rather than an accident.

In

our conversations with you previously we were seeking to provide you care and

education that animal damage from a scratch is not covered. We didn’t want to

refer you to a third party company when we knew they would deny your claim and I

am sorry that our effort to prevent you from experiencing further disappointment

caused you so much annoyance. The protection plan we sell is honorable just as

clay Bob depicts, like many other protection plans you can purchase on your

automobile and your electronics there are exclusions in order to keep this plan

fair for all consumers alike. It makes me very sad that you feel you were lied

to and we will certainly address this sales professional’s presentation as

honesty and transparency are part of our core values.

Our

records indicate that the technician we sent to your home offered to service

these damages for you as a courtesy and you refused this service. We normally

do not service customer caused damages and we were trying our very best to

reach out and assist you at that time. I apologize again but we are unable to

take responsibility for these damages, therefore as a furniture retailer we are

unable to offer you recourse for these damages. Have you already tried to

report this damage through [redacted]? If you have been denied through that

company you can respond to me through this channel and I can look into trying

to get that denial overturned based on what information you gave to them.

Thank

you for your time [redacted] and I apologize again that you are experiencing so much

frustration while trying to get your concern resolved,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: My wife nor I

was not offered compensation from anyone, the technician that came over said

he was only here for the pictures and would submit them to the company, and

that was that. I would have accepted the repair in a minute because this is all

we wanted from the beginning, but we were told in two correspondences no. All Bob

wanted to do is give our money back from the goof proof plus plan. If what you

are saying is true, why didn’t we know about this repair deal? We would gladly

accept the repair deal.

The

copy of the email received

Review: Hello my name is [redacted] and I have been having a issue with Bobs Discount Furniture. In February 2012 I made a purchase at Bobs for a little over $1500.00. I had purchased their goof proof insurance plan.I purchased a sofa,2 accent chairs and a coffee table.The sofa broke in less than 2 years,I called their goof proof company and they had credit me $400.00. I asked them to please credit me for the accent chairs and they stated no. At this point I contact Bobs customer care send them a email and they contacted me back withing 48 hours. The customer service agents name was Brittany who was very nice and delivered great customer service I explained to her the situation as I had done on the email.She asked me if I had the chairs and I said yes told me that she would put me on a brief hold and get back to me with a answer on my credit inquiry.When she got back on the line she stated that she would only be able to credit me 80% of the original price that I had paid for the chairs which was $299.99 each.She stated that I can dispose of the chairs if I wanted or that I also had the option to keep them.I disposed of the chairs trusting in the credit that I was told was going to be honored.On Saturday November 9th,2013 I walked into Bobs Discount Furniture at [redacted] and took my time with a sales rep to pick out furniture. When it was time for check out the cashier startled me when she stated that I cannot proceed with my purchase unless they had the accent chairs.I stated to her that I had disposed of them like I was told I could and she stated that she will not be able to proceed with my order. I was so disappointed; I felt so back stabbed, doleful; this was a very embarrassing ordeal to top it off the manager on duty that night was very callous.I would never recommend this store to anyone... It's the Holiday season and I have no furniture set to spend the holiday with my children, family and friends. I am a single mom and work hard for everything that I own.Desired Settlement: I would at least like some type of equal compensation of my original purchase. I have my receipt upon request. Sincerely [redacted]

Business

Response:

Good Evening Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have thoroughly researched your account and apologize for any miscommunication or misunderstanding that may have transpired.

The credit for the accent chairs was provided as a courtesy on behalf of Bob's, however, in order to benefit from the credit the chairs must either be returned prior to the delivery of the new merchandise or picked up when then new merchandise is delivered. Our call center manager listened to the call between you and the customer care agent and at no time during the call were you instructed to throw the chairs away. We can not reinstate the credit until the chairs are back in your posession and in a location where we are able to retrieve them, in an acceptable condition. The sleeper sofa you have the option of keeping or discarding, at your discrection, per the credit issued by Guardian/goof proof.

Your business is appreciated however, we are unable to offer any recourse at this time.

Review: Firstly let me say that I have been dealing with this company for over 5 years trying to get my money back and or a refund, to go buy a decent bed and mattress, they have refused, and keep exchanging and exchanging to appease me for the past five years, i.e I told them from day one I have a deadly allergy to [redacted] they are selling my [redacted] products, and I have ashthma attacks, they are sellin g me mattress that I swear I had bites all over me from bed bugs, and I keep upgrading and upgrading and review on line all their bad reviews that also speaks to my issue of bed bugs, made in [redacted] poorly made, [redacted] , smells ont he mattress FOAM that haven't gone away and I keep the windows open, and people write on line that the smell never goes away, and I am basically choking in my bed, I have asked and asked for my money back, and pay for upgrades, and due to my health issues want ed from DAY one an electric bed, and the lousy salesman keep selling me to make his commission, and not telling me they had [redacted] bed bugs, and the latest fiasco was that I was promised since the mattress latest one was within sixty days - 8/15 from the date of purchase I was entitled to a n exchange or refund due to the smell , ie. [redacted], after calling back, and getting hung up on and frustrated, I kept callin gand calling, and finally they said TOO BAD YOUR STUCK we are not doing anything more for you, firstly I PAID FOR ALL THE UPGRADES, nothing was free, they kept selling me the wrong products that are making me physically sick, and ill, and all the other stuff I bought over the past five years the [redacted] doesn't even want and is in the garbage, ie. couch, table chairs, all thrown out wasted money. I have had the same furniture when I moved from ** to ** and bed for over 10 years not one complaint with [redacted], etc. I am physically sick from dealing with this loucy salesman, [redacted], and selling me anything to make his commission, being I am a cancer patient, and basically homebound.Desired Settlement: Refund and or even replacement for a electric bed that Iw anted from DAY one without [redacted] and the same quality mattress I have now, with out further costs to me, due tomy past bed bug bites, asthma attacks, and health concerns, with these mattress, stinking, etc. and I see on line that people have the same issues I have on their web complaint sites. Of course they under sell the competitors it is all JUNK.

Review: Bought a sleeper sofa from Bobs on Feb. 20th 2014 in [redacted] and picked up a week later at the store in [redacted]. Instead of purchasing a normal mattress that comes with the sleeper, we were talked into buying the "bob-o-pedic" mattress which would be better for my husband (also took out the goof proof). When we got it home, we un-ravelled the memory mattress, and let it air out like the directions said, then we placed it on the fold out bed and folded it away. My husband uses the couch to sleep on so it does get used, and a couple of days ago he noticed black mold under neath the mattess onto the bottom of the couch that hold up the mattress. Not just a little bit either. We called customer service and they gave us run around saying that we have had the couch for two months and there is nothing they can do for us and it must be an environmental issue. Maybe we spilled something on the couch. Im sorry, but if that was the case, wouldn't the coushions be molding too? and also, nothing else in my house is molding and I am very clean. This is a manufactures defect of the mattress as it hold moisture and then they mold as we are not the only person to complain. Numerous people are experiencing the same promblem dating years back on thier website. Something needs to be done about this. All we asked to be done was to either give our money back or give us another couch. They won't do anything because they say it isn't a manufacuter problem. How isn't it. They are holding the moisture and they say we have had if for two months, so what, it shouldn't be molding no matter how long we have had it, any mattress. they should stand behind their product.Desired Settlement: either want our money back that we paid for the couch or we want to exchange the couch that is a now a health hazard in our home for another one. I dont want this mold to contiue to grow up my walls or on my carpet. I have two children ages 8 and 12 and they dont need to be sick. We aren't asking for much. Its not like we have had the couch for over a year. It's only been two months and we just noticed it last week, but it could have been there for all we now shortly after we got the couch

Consumer

Response:

From: [redacted]

Sent: Tuesday, April 29, 2014 11:47 AM

To: [redacted]

Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint #[redacted]

hi, I am writing to let you know that this morning when I took my mattress off the couch to air it out, I noticed that the wood behind the couch now has mold on it too. Now the couch is ruined and im afraid that it is going to spread to my carpet and walls. I need this gone asap! We have never had a problem with mold and our carpets are only a couple of years old. I have taken picutres for evidence too. Thanks

Business

Response:

Good Morning Revdex.com,

Please let this customer know that we are truly very sorry for the

lack of care she was met with while initially trying to communicate her concern

to us. As of 4.29.2014 at approximately 5:30pm our customer spoke with our

Customer Care Department via telephone and was issued a credit for the products

listed in her concern.

Please

allow me to confirm that we have reconsidered our position on this issue as a

business and are currently seeking to provide assistance to customers who are

experiencing this concern. There continues to be public information posted on

the internet everyday that can help educate our customer on the reasons why

mold is not a manufacturing defect. In the event that mold occurs it is not a

manufacturing defect and will continue to occur if the customer continues to

keep a foam based mattress in that specific environment with that specific

amount of use.

We do

care very much for any customer who is experiencing this concern and maintain

that we are offering appropriate offers for resolutions based on individual

situations and current circumstances. Again we apologize to this customer and

her family that she has had to deal with any aggravation and stress as a result

of the product she has purchased from us and we have taken the proper actions

to make it right.

Thank You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I order a part for my love seat in Dec 2014. I have spoken with customer service at least six times (after waiting on hold for over 15 minutes each time). I was promised the part repeatedly and it still has not been delivered to me.

The customer service people are very nice, but the service is beyond horrible!!! it is now six months later and I still have had NO satisfaction. People say they will call me back and don't, the part will be in any day.....etc.

I would NEVER again buy anything at Bob's and will certainly tell everyone I know to NOT get anything at Bob's!Desired Settlement: I want the part delivered and installed at my convenience, and I want my money refunded for the love seat.

Business

Response:

Good Morning Ms. [redacted],I apologize for the part order delay. The release cable you need is generally a part we keep in stock however, there are times when we must place the order directly with the manufacturer. As a result of the delay, we refunded the part order (April 7, 2015) and we will install the part free of charge. Currently the part has an expected ship date from the manufacturer as, July 12, 2015. I understand how frustrating it must be not being able to fully enjoy your recliner. I apologize for the delay and assure you that we will get the part to you, just as soon as it becomes available. Unfortunately, I am unable to issue a refund for the recliner you purchased in November 2011.Bob's Discount Furniture appreciates your patience and business. I will keep a copy of your order and personally update you, if there are any changes.Thanks[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Hello [redacted],

Review: I made a purchase of several pieces of furniture on 6/23/2013, which were supposed to be delivered on 8/6/13 but a message was left on my phone stating that due to a damaged mattress it would not be delivered until 8/16/13. Upon delivery, I noticed that the mattress was not what was shown to me at the store, it was too small and it did not fit the frame of the bed. Seeing this, I immediately contacted customer service, spoke to [redacted] who said they would make an exchange on 8/31/13. No delivery was made on 8/31/13- spoke with [redacted] again, mattress didn't make it on the truck. 9/7/13 mattress delivered - still too small does not fit frame. Ask for a refund told could only get a store credit- went to store in Orange, CT, picked out new furniture had it delivered - everything defected.....half unvarnished wood, staples hanging out the wood, everything in disarray. Called and spoke to customer service rep [redacted] and told her at this point I want a refund, no store credit, A REFUND....she refuse. Their store policy states if it's a manufacturers defect I'm entitled to a refund and that's all I'm looking for.Desired Settlement: Full amount refunded - $1699.48

Business

Response:

Good Afternoon Ms. [redacted],

Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I apologize the furniture failed to meet your expectations.

We communicated with your [redacted], via email on, 10/1/13 and agreed to pick up the furniture for a refund; Pick up is scheldued for 10/19/13.

Bob's Discount Furniture appreciates your business and apologizes for the inconveniece we have caused.

Consumer

Response:

Review: [redacted]

Transferred from duplicate:

This is a follow up to my original complaint filed on 9/30/13 complaint # #[redacted] which is still not resolved because I am still waiting on my refund. Below is the response from [redacted] to my daughter stating that out of $1772.86 a check for $73.38 was cut. I am definitely not satisfied with that and my daughter told her that and that we would be sharing this with Revdex.com. The correspondence below is her response.Sent November 7, 2013Hi [redacted]All I can do is restate what I have sent you in the previous email dated 11/6/13I checked with our accounting department as to the status of the refund. They cut a check today for part of the refundonly 73.38 (check number [redacted]). As that is clearly not the entirety of your moms refund, yesterday I got in touch with our accounting dept to insure that a check is going to get cut for the rest of the refund and they have stated that a check for 1699.48 is to be cut on Friday. I apologize for the delay. I stick by my original statement that we do not intentionally delay refund checks. If you wish to share our correspondence with the Revdex.com, please do so in its entirety.Sent October 2, 2013Hi [redacted],You will receive a call approximately the day before with your time frame for 10/19. There is no way to say in advance what that time frame will be as the routes are set up geographically and are done by computer. If for any reason you do not get a call with the time frame please give customer care a call (###-###-####). As regards any allegations of intentional delays on refunds I have to say in my ten years with Bobs, that is something that I have never seen.

Sincerely,

Business

Response:

Good Afternoon Ms. [redacted],

I apologize for the delay and inconvenience however, I was pleased to learn that you have since recieved your full refund. Check number [redacted] in the amount of $1699.48 was endorsed by you on, 11/13/13 and check number [redacted] in the amount of $73.38 was endorsed by you on, 11/12/13. If you did not recieve or endorse either of these checks, please let me know.

Review: WE purchase a goof proof insurance which the saleman said would cover damages done to the sofa. Well I have a ballpoint ink stain on the sofa and the stitching is coming loose. I called them and explain the situation they gave me a cleaning kit. So I tried it it did not work. I called them again and they ask I put in a complaint and I also tried that. I told them a service man would have to come out or replace it. That is why I paid the insurance at the time. I have tried calling and getting the run around. I cant seem to get a salesman out nor a replacement. No reply from the store or online.Desired Settlement: they need to replace the parts with the ink stain and the parts of the sofa stitching is loosing.

Business

Response:

Dear Ms. [redacted],Thank you choosing Bob's Discount Furniture for your home furnishing needs. The goof proof warranty provides coverage against most common types of in home accidental damage, when properly reported. Inside the cleaning kit is a detailed copy of the warranty that explains the inclusions, exclusions and how to file a claim. Your most recent claim was denied because you indicated that someone sat down with wet jeans and the dye from the jeans transferred to the sofa.Although dye transfer is not covered, I have processed the necessary paperwork allowing the replacement of the Laf sofa ([redacted]) however, you will no longer have goof proof coverage on this item.Bob's Discount Furniture appreciates your business and ask that you familiarize yourself with the goof proof plan. Please contact our customer care center at ###-###-#### to schedule the pick up the damaged sofa and delivery of the new sofa.Thank you,[redacted]

Consumer

Response:

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

Sincerely,

Review: Contacted Bob's Discount Furniture to have them fix the sectional which I purchased from them 4 years ago. They kept canceling my appointment to have a technician come out. When I finally get them to come, the technician came and took a picture and left. Never heard from them again. I call them to find out the technician cannot fix the issue. No one indicated this to me and it is just a small tear in the seam. They tell me to guardian goof proof plan to file a claim. I call guardian to be told seams are not covered and it was not a result of an accident. This is outright fraud. To tell me the goof proof plan covers rips and tears and then tell me that it cannot be fixed when they just came and took a picture is ridiculous. Why falsely advertise that the goof proof plan will take care of sure issues?Desired Settlement: I would like the couch fixed or replaced.

Business

Response:

Good Morning [redacted],

Our records indicate that as of 8.11.2014 your concern has

been satisfied. Your account with Bobs Discount Furniture indicates that a store

credit has been entered by our Goof Proof Liaison. Thank you for purchasing our

Goof Proof Protection plan as it is a very valuable option and is currently

covering the cost of completely replacing your Sofa/Loveseat/Wedge after many

years of use. I apologize that you were met with any inconvenience while

seeking to resolve your concerns and I assure you that Bobs Discount Furniture

truly appreciates you as our valued customer.

Please contact our customer care office at ###-###-####

should you have any further questions concerning the open credit you currently

have. For your records, the credit number is reflected as: [redacted] within your

account.

Kind Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: On September 27th I went to the Bob's Discount Furniture Store in [redacted] to purchase a new bedroom set. The bed was to be delivered on 10/2/13 and the bedroom furniture 10/22/13. Upon arrival of the bed the manufacturer neglected to include the screws to assemble the bed. That day a customer service rep from Bob's spoke to me before the delivery men left and said the screws would be shipped out 24-48 hours from our conversation. That would have meant 10/3-10/4 the latest. The screws were not shipped until 10/8. Once I called Bob's again all I got was a very cold "Sorry someone told you the wrong information." This person now told me I should receive the screws by 10/12/13. This also did not happen. I received the screws on 10/15/13. I was instructed to call Bob's as soon as the screws arrived and they would have someone come to my house to assemble it at a time that works for me whether it was next day or not. (This obviously was a lie also.) I explained that my ONLY day off is Wednesday 10/16/13 and last night I was told that will not be an issue and someone will call me with a time frame as to when they will be here to assemble. I stressed that the only time that does not work is first thing in the morning as I will not be home before 9am. They said not an issue they will absolutely give notice prior to arrival. Again, another lie. 8am my cell phone goes off that they are here to assemble and there is not answer. Now no one can seem to give me answers. I expressed I wanted everything removed from my house and do not want the next round of furniture delivered and I want all of my money back. Bob's is now telling me they cannot refund the bed that has been delivered because I accepted it. All the merchandise is still in the boxes because it cannot be assembled. So now I lose my money and have no bedroom set put together. Everything is brand new in the box but Bob's Customer Service can only tell me oh well you accepted it. Had I known I would have sent it back that day.Desired Settlement: This is what I would like to see happen. I do not want the rest of the furniture to be delivered which is scheduled for 10/22/13 and I want was has been delivered removed and I expect a full refund on everything. This was about a $1700.00 total. Bob's refuses to help me and will only express that I cannot get a full refund on a bed I haven't used and is still in the box. I've been sleeping on a floor for two weeks now. This is horrible.

Business

Response:

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the failed delivery attempts.

Our records indicate that we have since addressed and resolved all of your merchandise concerns. I have shared your experience with our quality control, delivery and warehouse managmement teams to ensure that changes necessary to prevent such an occurence, are implented.

Bob's Discount Furniture appreciates your buisness and apologizes for the inconvenience we have caused. If you are satisfied with the resolution of your merchandise and delivery concerns, I will be happy to credit a portion of your delivery fee for the inconvenience.

Review: I purchases Queen Mattress and Boxspring, Sofabed and Chair from Bob's Furniture in late 2014, recently noticing insects in my master bedroom where the Queen mattress was placed. Upon closer look I saw they were crawling up from under the mattress. I called a professional Exterminator ( [redacted]) and upon inspection of infested area they found that the main area of infestation was in the Bobs' Naturally Low-Pro Foundation

that was delivered from Bob's Discount furniture delivery truck.

I had both the Mattress and Foundation was disposed of today.

I do not have a Mattress to sleep on, Still have to pay additional money to have my carpet steamed.

I paid $ 351.41 for Exterminator and will have to have a follow up call in about two weeks that will cost me $ 150.00

I called Customer Service this morning telling them what was happening and the Representative informed that Bob's could not help me with this matter as it was purchased a while ago.

Please help in any way you can. I am a single mom, I had to finance this mattress and foundation and still have payment to make on it. I have to now go and buy a NEW mattress and foundation.Desired Settlement: I purchased these items through Bobs Credit Service via [redacted] and still owe $ 1,720.00. Since I had to dispose of the mattress and boxspring and now have to purchase a New mattress and boxspring, I do not wish to pay for this any longer. I would like a refund of the purchase price of the mattress and boxspring.

Business

Response:

Good Afternoon [redacted],I am very sorry to hear you

have located pests in your product.

Bob’s takes all precautionary

and preventive measures available to us to avoid contamination, we do not sell

products infected by pests.

The bedding that you

purchased was a new product that was wrapped from the manufacturer. I can

imagine that this ordeal has not been easy on you, but the facts are that the

source of bed bugs are from somewhere other than new furnishings. These pests require

a human source to survive and they move around by hitch-hiking on people and

their belongings.

Unfortunately, bed bugs have

become widespread throughout the United States over the past several years due

to both a combination of global travel and the absence of effective chemical

treatments to deal with them. Please be aware that the presence of bedbugs does

not reflect on the cleanliness or otherwise of their environment – they can

survive and thrive wherever people reside, and they are most active at night

when they feed.

We regret that you experienced

this problem, but we are unable to respond to issues when the cause is beyond

our control.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate

Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: Product was delivered defective according to driver...I never saw the piece. I work out of state and have 3 days off. They do not deliver on two of these days and would not accomodate me on the day they do. I spoke with 3 team supervisors and 3 customer service employees who basically told me I was out of luck. As a customer I came up with a few options including picking the piece up myself, however the gas to get the piece (3 hours trip) out weighed the compensation being offered. Bobs Furniture has NO RECOVERY plan for issues that are THEIR FAULT. They currently have my money for this piece and NO DELIVERY plan in place. A company should not take your money if they do not provide the product.

I have PAGES of notes with a serious of questionable things these employees said to me inclusive..."I''m not going to lie....." This is not a reputable organization.Desired Settlement: This is BOBs Furnitures fault. They should accomodate my schedule for deliverly OR pay me $96 per hour I will be out to take time off of work. In addition, I will be contacting the Attorney Generals office because they shouldn't be able to take peoples money and not provide a product. 6 Days is a long time to hold my money without giving me my product, especially when it wasn't my fault.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the discoloration

on the chest that caused our customer to send it back with the original

delivery team. We further apologize for the delay in the new shipment we are

waiting on from our overseas vendor. Our records indicate that we are working

directly with this customer at the highest level of Customer Care Management we

have and the chest delivery has been scheduled for Saturday 8.15.2015.

We assure our customer that we want to make our failure

right and that we want to provide her with the showroom quality chest she was

anticipating being delivered in the first place. We understand and agree completely

with our customer’s frustration in us, our customer has been provided with a

direct number for contact regarding this concern and we look forward to being

able to provide our customer the satisfaction she deserves on 8.15.2015.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I never rejected this piece, in fact I was never given the opportunity to see it. Furthermore, I was not aware that a delivery date had been set. After speaking to 7 customer service agents and wasting my time trying to figure out delivery or pick up on my own dime, I was notified that they were out of stock on this item! I wasted part of two days dealing with this to have someone call me and tell me it was back ordered. I have been under extreme duress dealing with this. I couldn't be more disappointed in this situation and the inaccuracy of Bobs response.

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

I’m so sorry if my initial response read to

place blame on any one individual, certainly was never my intent. Regardless of

“who” sent the chest back, the inconvenience of this chest not being up to

showroom quality standards is what caused our customer inconvenience and what

we are apologizing for and seeking to make right. Our responses to this concern, via Revdex.com and

directly within the recording(s) to our customer, have been filled with our initiative

to take ownership and responsibly for the customer’s concern.

As indicated previously we have a resolution

in place and look forward to being able to satisfy our customer fully this

weekend. Our customer is working directly with a member of our Customer Care

Management Team that we trust fully to handle this concern thru its completion.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Your response indicates "we have a resolution in place". I was not made aware of what the resolution was. Do you consider delivering my piece a furniture after three weeks a resolution? My expectation was that I would at least have received a phone all from your Customer Care Management Team. It now has been 2.5 working days since I received this piece and no one has had the courtesy to follow up.

Review: broken couch technician was sent out couch can not be repaired wood is split on back and a apiece of metal is sticking out from the back of the couch. neither bob's nor the warranty I purchased at the store (goof proof protection for 5 years) will replace the couch. The couch was purchased on 11/25/14.Desired Settlement: replace couch or return the purchase price of the entire set (couch, love seat, lamps, coffee table and 2 end tables , cost of the warranty, tax and delivery charge totaling- $1,305.39. With this refund I can purchase a new living room set at another furniture store.

Business

Response:

Good Morning

Revdex.com,

Please pass on our apologies to our customer for any disappointment they are

encountering while seeking resolution under the protection plan purchased from

us.

As we indicate on several documents provided and the time of purchase and via

our website (link below) the accidental damage coverage provided under this

plan is honored thru the [redacted] company, not Bobs Discount Furniture.

Our records show that we (Bobs Discount Furniture) were made aware of this

customer’s concern on 1.13.2016 and in following the terms of the protection

plan purchased – arranged for a technician to be dispatched to this customer’s

residence on 1.20.2016. Our technician’s report is posted below and indicates

that the merchandise has been severely damaged within its environment.

Review: I purchased a sofa and the wood frame broke. I called Bob's and a tech came out, cut a hole in the webbing, took a photo and said it could not be fixed. The next day I was told it was not covered under warranty. I did not buy the 'goof proof' insurance.Clearly on the website if there is a manufacture defect it will be replaced. I have photos showing the frame was built using glued planks of wood, and the mounting screws were screwed into the glue seams weakening the wood causing the defect.Desired Settlement: Replace the sofa and make me whole.

Business

Response:

Good Afternoon

Revdex.com,

Please

provide this customer with my apologies that he had to escalate his concern so

highly in order to get it properly recognized. As of 3.23.2014 we have provided

this customer with the resolution he requested. His factory fresh sofa is

expected to arrive to him on 4.03.2014.

Thank You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I bought dressor in bobs furniture about 2-3 weeks ago.they deliverd dressor without key. so I can not open dressor.I called them next day.they told me they will sand key by mail. I wait bout 1 weeks. but I couldnt get the key.last weeks a called again. they say they can not return, or change new dressor. they just say wait key.yesterday I called again. they say thet can not give new dressor. just wait key. still I dont have key. what should I do? if it is possible, I want return. or change to new dressor. no more I want to wait.thank you..

Product_Or_Service: dressor

Desired Settlement: I want to refund. no more headache for key....

Business

Response:

Business Response /* (1000, 5, 2013/03/26) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize the dresser was delivered without the accent keys.

Our records indicate that the keys were mailed from our Connecticut warehouse on March 13th and you should expect to receive them within 7-10 business days. In the event you do not receive the keys by, April 4, 2013 we will exchange the dresser.

Your patience and business is greatly appreciated and we apologize for the inconvenience

Review: In July I had a couch and love seat delivered from the [redacted] store. The 2 delivery men didn't want to bring their junk truck up my driveway. They claimed they didn't want to damage it. I told them delivery trucks come up all the time and they couldn't back it up the driveway they would have to come up face forward. They kept complaining and said they didn't have enough insurance if their truck damaged my driveway. I told them I would come down to the bottom of the driveway and see what the truck looked like and tell them if it would make it or not. To my surprise, as I was walking down the driveway, one of the men was video taping me with his cell phone. Didn't ask, just did it. I told them the truck would make it up. The driver still complained. He turned the truck around and somewhat attempted to start up the drive. He stopped and the truck just shuttered. He told me the truck wouldn't make it up. At this point I had enough. I told him to back it up and get a run for it going. Then I walked away. Needless to say, 2 minutes later they were up to the house. (he came to my door on foot upon arrival and asked me if I had a pickup truck to come to the bottom of the drive way and get the furniture myself. I pointed to the driveway and asked him if he saw a pick up parked out there. My husband was deployed to SE Asia for 8 months and it was just me and a friend here. 2 women were supposed to retrieve furniture?)

After bringing in the furniture, which I didn't know had to be assembled, they had see-thru pieces of Styrofoam down on the floor screwing together the coffee table and 2 end tables.

They pushed the love seat back to have more room to assemble the coffee table and end tables. There were small pieces of foam and plastic all over my floor when they left. They were also here a very long time. My friend who was staying with me commented on how long it took them.

After they left we had to get out the vacuum cleaner and clean up after them. When vacuuming I found a shiny gold screw on the floor and asked my friend where she thought that came from. Now the search was on to see what was missing from the furniture. Upon searching, my friend found several dark scratches in the middle of my floor from them putting the coffee table together. We tried to rub them out but was unsuccessful. Then we tilted the love seat back. and found that a huge piece of my flooring was attached to a bolt on the bottom of the love seat where a resting foot should have been. In moving the love seat back to assemble the coffee table the movers ripped my flooring with the uncovered bolt. Upon leaving they left the love seat back where they had left it. I told then I would place the furniture where I needed it later. I had cleanup to do first.I was sick to my stomach as the flooring had been put down in June. We went to the floor store with pictures to see if they could repair it. They said with rips there was no repairing and it all had to come up and totally be redone. They asked me how the floor got damaged and I told them. They said to contact the store and tell them how the floor was damaged. They said delivery people and store have insurance for the damage they cause and being a flooring store they saw it all the time and the floors were replaced in a timely matter.

So,my friend and I, went to the store and reported the issue. They told me to contact customer care and file a claim. Which I did. Since the claim has been filed I have received nothing but trouble. Passed form one person and dept. to another. I have had to be the one making the phone calls, sending emails, faxing, having people from the store and insurance claims come into my home to take pictures, etc. The store is denying they caused the damage and the delivery people are denying they did the damage. Everyone is blaming me! All I now is I paid for furniture and $299 for DELIVERY and now I have a scratched and torn up floor that is not my fault.

The delivery companies insurance has denied the claim. Barbara Hughes has stated that the delivery people deny doing the damage and the claim will not be paid. Then Mike R[redacted] calls me and said he was going to get me a new couch and work on getting the payment for the floor replacement. I faxed him the info he requested. I have a fax receipt from the store proving the fax went through and he received it. I have since received an email from customer service telling me I didn't send in the floor information therefore the claim has been closed. I am tired of getting the run around from this company. I have called Mr. Rawlings several times. No answer and no returned calls from the voice mails I left him. They think if they stop responding I am going to go away. This is further from the truth.

I had a defective love seat/sofa delivered to my home from Bobs Furniture. The delivery people damaged my floor. I have scrapes, holes and a 7 inch non-repairable tear in my flooring and no one wants to take responsibility for it. Instead, they suggest I go through my homeowners insurance. I would have a $1500 deductible and my insurance would have to sue for whatever they could recover. I WILL NOT DO THIS! I will not pay anything out of pocket or have my insurance raised due to damage that someone else is responsible for.

If this matte is not corrected I will have no option but to turn it over to an attorney and sue Bob's Furniture and the Delivery Company for the damages plus court costs, fees, etc.

claim numbers [redacted]Desired Settlement: Send me a check for the cost of the claim.

Business

Response:

Good Morning Revdex.com,

Please pass on our apologies to our customer for the inconvenience

the delivery team’s negligence has caused and may continue to cause them. We

assure our customer that their property claim was correctly filed with the

third party trucking company involved and we apologize that they are

experiencing any result of denial off of this claim.

The party referred to several times within this customer’s

postings is not an employee of Bobs Discount Furniture. We have continued to

act as a liaison on this customer’s behalf to the fullest extent we can- last

sending a communication to the trucking company directly on 1.06.2016 advising

the aforementioned party of our customer’s high level of disappointment with

their property claim. While we certainly wish we could, we are unable to

overturn a denial result that has come from an organization other than our own. At this time it is my

understanding that [redacted] (the delivery company) has taken the claim

to the level of their insurance company and the insurance company is the party providing

the denial result. While we, as a furniture retailer, are not permitted to

overturn choices followed thru on by a delivery company – we most certainly are

not permitted to change the outcome of a claim that was reviewed and declined

by a delivery company’s insurance provider.

In regards to the merchandise

delivered:

Our records indicate that as of

12.26.2015, by way of a service visit, any concerns related directly to the

product we sold this customer have been fully resolved.

Kindest Regards,

Stephanie *. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Bob's Furniture delivered a defective love seat. I resting knob was missing, therefore causing the 3 bolts to directly sit on the floor and rip it. I have turned this matter over to my attorney and he will handle it from here. Bob's Furniture isn't going to sit back and simply blame someone else. Bob's furniture is defective, Bob's furniture should pay the price. The delivery people push a defective love seat back and tear my newly put down flooring, the delivery company is also responsible. I am tired of being to one who makes all the effort to call, fax, visit the store, text, etc. To no satisfaction. Bob's just thinks I'm going to go away. Bottom line: I didn't have a torn floor before delivery of a defective sofa but I had one when the delivery people left. I will see you in court.

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

Again – we are very sorry

for the inconvenience the delivery team’s negligence has caused and may

continue to cause our customer. We assure our customer that their property

claim was correctly filed with the third party trucking company involved and we

apologize that they are experiencing any result of denial off of this claim.

In reference to the furniture being “defective” – our records

illustrate that any concern with the product was adequately repaired as of

12.26.2015. Our service technician was dispatched to the customer’s residence

and reported back to us that a new foot was successfully installed to the item.

The customer has not reported any other concerns of defect to us

within their product, in the event the customer is experiencing a concern stemming from a factory defect issue with the product purchased from Bobs we

will be more than happy to provide our customer with options for resolution

under the ‘Service Policy’ that we communicate via the customer’s sales

invoice.

Kindest

Regards,

Stephanie ** G[redacted]

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Bobs furniture company hired that delivery company. I did not. The couch was defective before it was even delivered. Yes, the knob has been put back on, 5 months AFTER the damage was made to my floor. Does this mean that since the knob has been replaced that you now walk away without paying for the damage the exposed bolts did to my floor? NO it doesn't. We have a court date scheduled for March. My attorney and I will see you there. I will keep the Revdex.com informed.

Sincerely,

Review: I purchased a recliner which was delivered 1/10/13. I also purchased a Goof Proof Insurance and have a 5 year manufacturer warranty. I reported the arm on my recliner was broken and thought it was the frame to Goof Proof, they told me since I did not know how it got that way that they couldn't help and to call the store. I did and a repair person came out and said the frame is cracked and after talking and calling my son, he said he did take a fall but didn't hear a crack, he is hard of hearing so I am not surprised. Bob's told me to call Goof Proof and said good luck with that, now I know why. I spoke to [redacted] cubical number [redacted] who told me since I had already reported it, they are denying the claim cause I should have known what happened. I don't watch my furniture 24 hours a day. In addition, when I asked for someone higher up I was told he was in charge of the company and there was no one higher up. This was an accident and should be covered by Goof Proof which Bob's Furniture sold to me with the assurance that I was protected. Upset I asked for their business number to no avail and was told again, [redacted] cubical number [redacted] is in charge of the company, his final comment was things happen to cheap furniture. I am seeking Bob's to fix or replace this broken recliner immediately and to explain to people they do business to treat their customers they way the should be, with respect.Desired Settlement: Repair or replacement of my recliner.

Business

Response:

Good Afternoon Revdex.com,

I have spoken with [redacted] this afternoon (2.28.2014) and we have arranged to have her chair exchanged on 3.06.2014. I have also provided [redacted] with my direct telephone number and will be following up with her to confirm the timeframe for this even exchange.

Thank you for providing me the complaint so I may have the ability to solve our customer’s concerns.

Best Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased the allure 3 piece left arm sofa set and paid for it in full ($1,697.34) at the time of purchase in store on 11/1/15. Delivery was scheduled for 11/11/15. Bob's has so far failed to deliver the set on three separate scheduled delivery dates, and often failed to notify me that they weren't able to meet the promised delivery dates prior to the scheduled delivery time. As of today delivery is scheduled for January 19, 2016 (80 days from the date I paid bobs for my purchase, or 69 days after the scheduled delivery date on my receipt).Desired Settlement: To resolve this I would like for Bob's to take the following three steps immediately:

1. provide myself and the Revdex.com with the date on which bobs guarantees the delivery of the sofa.

2. change my order immediately to a 0% financing order, and refund the money that they have been holding to date and

3.pay me accrued interest on my money that bobs has been holding on to from 11/1 to date at the stated financing rate that bobs charges its customers for items not paid in full (27.99%).

Business

Response:

Good Afternoon Revdex.com,

I am so

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

imagine how frustrating this has been for our customer and completely

understand their position at this point.

As a

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

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

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

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

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

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

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

to the customer prior to the currently scheduled date.

I do

feel the customer’s aggravation is rightfully placed however Bobs Discount

Furniture is unable to change a payment made by a consumer’s credit card to a

financing agreement thru [redacted]. The consumer would need to visit our

showroom (in person for security reasons) and apply to [redacted] for any

of the financing options we offer. The interest rate stated by the customer is

a charge that comes from [redacted] as a part of the terms disclosed in

using their purchasing option (s), Bobs Discount Furniture does not charge

customers interest on purchases nor do we have the ability to control the

interest charged by a consumer’s (third party) credit card.

We are

not “holding on to” anything at this time, the customer may have the funds

spent towards the purchase refunded to them at any time by advising us that

they would like to cancel their order. Clearly we have failed our customer and

are very embarrassed about the level of failures our customer has endured and

while it is certainly not the outcome we want it is an available and

understandable option that the customer may request prior to delivery.

We have

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

concern:

Either:

Review: AT THE END OF 2014 WE CONTACTED BOBS FURNITURE STORE AND THE GOOF WARRANTY DEPT AND INFORMED THAT MY DAUGHTER ACCIDENTLY GOT SOME NAIL POLISH BOTH OF THE SOFAS AND THAT THE SPRINGS WERE COMING OUT THE CUSHIONS AND THE ARM REST WERE DAMAGED , SHE TOLD SHE COULD ONLY DO ONE CLAIM AT A TIME ,THAT THE DAMEGES HAD TO BE NOTICE WITH IN 30 DAYS THE DAMAGE WE INFORMED HER AND THAT WE CALLED AS SOON IT HAPPEN SHE PROCESS THE FIRST CLAIM ABOUT THE NAIL POLISH , WE NEVER RECIEVED A PHONE CALL BACK AND WE SENT PICTURES AGAIN AND STILL NO CALL. WE CALLED NUMEROUS TIME UNTIL THEY FINALLY TOLD US THAT THEY COULDN'T COVER THE COMPLAIN BECAUSE MY DAUGHTER , FROM WHAT THE PICTURES SHOW, LOOKED LIKE SHE DID IT DELIBERATLY AND WE INFORMED THEM MY DAUGHTER IS 4 YEARS OLD HOW COULD THAT BE POSSIBLE THAT THEY ACCUSING MY DAUGHTER OF WRONG DOING THEY TOLD THERE IS NOTHING THAT THEY CAN DO ABOUT THE AGE FACTOR. THAT THEY WERE DOING THE NEXT CLAIM , SO THEY DID AND AGAIN NO ONE CALLED SO WE CALLED THE STORE THEY SEND A TECHINICIAN AS A COURTESY BECAUSE THE GOOF PROGRAM DEPT DID NOT SEND SOMEONE ,THE TECHNICIAN SAID THOSE SPRING ARE DAMGE THEY NEED REPLACEMENT AND ARM REST THERES IS NOITHING I CAN DO THESE SOFAS NEED TO BE REPLACED WE ASKED WHAT TO DO HE SAID EXPLAIN TO THEM WHAT I TOLD U AND TELL THEM THE SOFAS ARE BASICALLY IN NEW CONDITON YOU WONT NOTICE THE DAMAGE UNLESS YOU SIT ON THEM BUT THEY NEED TO BE REPLACED, SO WE CALLED THE CORPORATE OFFICE AND NOTHING THEY SAID THEY WILL CALL US BACK AND NOTHING FINALLY WE GOT THRU AND THERE TELLING US THEY WERE GOING FIX THE SPRINGS AS A COURTESY BUT THATS IT , I EXPLAIN NOTHING SHOULD BE DONE AS COURTESY WE PAID FOR THERE EXTENDED GOOF PROOF WARRANTY AND ALL THE ISSUES ARE COVERED UNDER THE WARRANTY AND I WANTED MY SOFAS REPLACED THEY INFORMED ME THERE WAS NOTHING THEY CAN DO AND TO HAVE NICE DAY AND HANGED UP AND IM STILL TRYING TO GET HELP FROM THEM. BOBS SELLS DAMAGED FURNITURE ALL THE TIME IN THE AREA CALLED BOB'S PIT AND I TOLD THEM THAT THEY CAN EVEN TAKE THEM FROM ME AND SELL THEM THROUGH THERE IF THEY WOULD HELP ME MAKE PURCHASE FOR NEW ONES. THEY SAID THEY WOULD HAVE A PROBLEM WITH THE VENDORS WHICH ISN'T TRUE EITHER.Desired Settlement: I WANT EVERY AGREEMENT OF THE WARRANTY GOOF PROGRAM HONORED AS STATED , I PAID FOR A WARRANTY THAT I WAS ALMOST FORCED TO PURCHASE UNDER FALSE PRETENCES AND I STILL GO TO THE STORE TODAY AND THEY STILL HAVE THE EMPLOYEES WITH THE SAME SALES PITCH CONVINCING CUSTOMER TO PURCHASE THE GOOF PROGRAM ( THERE WARRANTY ). THE PERSON THAT SOLD IT TO ME INITISALLY HAD ALSO STATED THAT IT'S GOOD FOR 5 YEARS AND WHEN I WANT NEW SOFAS TO JUST KICK IT SO IT'S NOT REPAIRABLE AND THAN JUST CALL GOOF. THAT IS NOT BEING HONEST. AND ALL I HAVE BEEN IS HONEST WITH THIS COMPANY AND I GET THE PUSHED TO THE SIDE AND REJECTION OUTCOME. I DONT WANT ANY MORE TECHNICIANS IN MY HOUSE , I WANT MY SOFAS REPLACED MY FAMILY AND I DESERVE THIS ISSUE TO BE RESOLVED AS SOON AS POSSIBLE, WE ARE TIRED OF GOING TO THERE LOCAL STORE AND THE MANAGERS TELLING US DONT WORRY THE COMPANY WILL DO GOOD BY YOU THEY WILL REPLACE AND NOW WE HAVE THIS OUTCOME, WE NEED OUR SOFAS REPLACED. I HAVE BEEN BUYING FURNITURE THROUGH BOB'S FOR YEARS FOR MY WHOLE HOUSE EVEN REFERRED TO MY FAMILY NEIGHBOR LANDLORD AND WHEN I FINALLY GAVE IN AND FELL FOR THE SCAM OF THE GOOF INSURANCE, I AM REGRETTING REFERRING ANYONE AND WON'T BE DOING SO UNTIL THIS SITUATION IS RESOLVED

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. Guardian (Crypton is known as their parent company) is a

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

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

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

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

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

We provide a general flyer at the

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

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

full plan documents for the list of exclusions. As the manager of the plan,

Guardian is responsible for sending the consumer the plan documents. Should the

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

the flyer suggests and they don’t have these documents, we assume (as any

retailer would) that the customer would then try and obtain said documents for

review. Had we been made aware of the need for these terms and conditions we

most certainly would have provided them upon any request. As it is not

typically a document we provide we literally have no way of knowing whether the

consumer has received the complete plan or not and we see no reason not to

trust that Guardian is continually sending these documents as many claims for

coverage are routinely approved.

I have included a copy of the

terms and conditions associated with this protection plan, like any other

protection plan sold on electronics, automobiles, or home appliances there are

exclusions to coverage that every consumer must adhere to in order to keep all resolutions

fair for all consumers alike.

As per the documents provided and

expressed (whether written or verbally) the customer no longer has coverage for

any instances directly thru Bobs Discount Furniture. This customer is demanding

that we make a special exception for them outside of all expressed and written

policies. As a business we are unable to overturn the choices made by a completely

separate business. We are willing to make a one

time only courtesy offer for resolution because we care very genuinely for

our customer’s happiness. Please note this merchandise, having been in the home

for nearly three years is not eligible for resale and would need to be disposed

of by our business.

Offer for Resolution:

We will provide the customer with

70% store credit based on the price paid to us for the 82” Sofa and the 92”

Sofa (Credit = $ 558.60).

Once they have visited a showroom to make their reselection (within the next

two months) we will remove the current merchandise they have in their

possession on the same date we deliver the new selection.

As an additional courtesy we will also cover the cost of any

delivery fee associated with the newly selected merchandise (that is approx. an additional $100-$129.99 savings

credit for the customer) should the customer accept this courtesy offer for

resolution.

I look forward to hearing back from the customer and apologize

again that they have spent any of their valuable time on solving their

furniture concerns.

Thank You,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

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

Sincerely,

Review: My husband and I purchased a king size mattress at Bob's. We had the original purchase for several years. After a while it would cave in where you slept causing back pain. We contacted the store and they sent out a man to "measure" the depression in the mattress. It was determined that we qualified for a new mattress. I went to the store and upgraded to a better mattress and paid the difference. It has been less than five years and the same thing has happened. I called the store and talked to "[redacted]", and told him I wanted my money back because I did not want to go thru the same thing again. He denied my request because it had been five years (which it had not, the date on my invoice is 09-16-10). I have [redacted] and [redacted] and I need the support of a good mattress. I would appreciate anything you could do to remedy this situation. My husband is a former [redacted] from the [redacted] and we are both in our 70's. Thank you

.Desired Settlement: Money back so I can purchase another mattress

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the disappointment

our customer is experiencing with the current mattress.

We further apologize for any confusion that may have occurred

when this customer spoke with our Customer Care Office. As a business we do

reserve the right to inspect any merchandise for a factory defect, under its

associated factory defect warranty period, prior to offering resolution on that

product.

This mattress has a 20 year non pro rated manufacturing

defect warranty and we are more than happy to schedule out a service technician

to the customer’s residence to inspect this mattress for a defect. This is the

same process that this consumer outlines to have occurred initially with their

previous mattress, regretfully we are unable to just initiate a return thru the

manufacturer based on the customer’s allegation of a defect existing. Due to

the agreements with our manufacturers- a factory trained technician’s report

must be procured prior to any return offer being initiated.

Please ask that the customer contact us directly to schedule

the pending service appointment we have created for this concern in our system.

For the customer’s reference the service order number is:[redacted]. Our Customer

Care Office can be reached at [redacted] (Mon – Sat: 6:30a -8:00pm/ Sun

10:30a -7:00p).

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

Consumer

Response:

I have accepted a settlement from Bob's Discount Furniture. They said they are sending me a refund of $1099.00. The check should arrive in 7 to 10 days....I will let you know when the check arrives. They are picking up the mattress on Wednesday, March 18. Thank you for your prompt handling of this matter. Sincerely, [redacted]

Review: Would not recommend anyone shopping from this company. We are currently on our 3rd attempt to get our dinning room table it has been damaged every time. They are also telling us it is now out of stock till June 26 after they said it would be delivered today May 30. If we take a discounted price and keep one of the damaged items it voids the protection plan on all items. Would give them negative stars if it were an option.Desired Settlement: Would like an undamaged table top

Business

Response:

Good Afternoon Ms. [redacted],Thank you for choosing Bob's Discount Furniture. I attempted to call you at 1:39pm on June 1st however, there was no answer. I have researched your account and apologize that the dining table has failed to meet your quality expectations. I understand your frustration regarding the inconvenience of multiple deliveries and the inability to fully enjoy your new dining room set.Our records indicate that you purchased the [redacted] pub style table which 100% genuine marble. You have refused delivery of the table twice due to "marks on the tabletop"; given the natural state of marble there may be variances in the color as well as rivets which all attribute to the stone. Seeing pictures of your table would help determine if the imperfections are natural characteristics of the marble or a defect in the product. The [redacted] dining room is one of our more popular sets and unfortunately it is out of stock, at this time. To avoid any further inconvenience, I will happy to refund 25% of the table purchase price, allowing you to it keep it in its current condition however, not affecting any of the associated merchandise warranties. If you should to accept this offer, we will cancel the exchange and only address future concerns with the table that are unrelated to the damage, previously reported. The alternatives would be to keep the exchange that is in process and refund the delivery fee, upon completion of delivery or return the complete set and reselect to something different.Your patience and business is greatly appreciated. Please let me know which option works best for you.Thanks[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because:It does not satisfy my displeasure. I will wait for replacement and if that is again faulty I will request further action at that time.