Bob's Discount Furniture

Review: Was sold a defective model from the floor. I offered to buy a replacement worth over 2x more and was denied because of strict no return policy. My wife was taken advantage of. There is very little chance no one knew about defects of this said model.Desired Settlement: Deliver a superior model that I will pay the difference for and take back garbage I was sold.

Business

Response:

Good Morning Revdex.com,

Please apologize to our customer

for any type of confusion he feels may have taken place during the time of

sale. We do not “take advantage” of our customers, this item was picked up (and

shipped by the customer to their home) as an outlet purchase, was the item not

inspected at all by the consumer prior to it being purchased or signed to as

accepted as is to on its way out of the pick up location?

Our records indicate that the

customer has communicated a concern with the back of one of the recliners and

our company has already worked beyond our policy by offering to arrange to have

the item serviced (at no cost) by one of our professional service technicians.

At this time the courtesy service/

repair visit is a valid offer for recourse on an item sold to the consumer in ‘As

Is’ condition and we stand behind this offer as the most fair and adequate

offer a retailer can be expected to make in this scenario.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: Purchased "[redacted]" bonded leather Sofa, Loveseat, Chair and Ot[redacted]an on December 15, 2011.I also purchased the "Goof Proof" extended warranty. Over the past few months I have found that ALL pieces of furniture are beginning to sag in the middle and the cushions are flattening out.When you sit it feels like you are sitting closer to the floor and on hard surfaces.I called into Goof Proof since it is past my one year mark and they told me my account is not "linked" to Bob's. After weeks of trying to right this I spoke to a Bob's advocate and explained my story. "She" (not remembering her name) told me that on Friday May 30th a "technician" (used that term extremely lightly) would come to inspect. In his words, he told me the furniture was failing. That no way in 2 years should the cushions flatten out. He took multiple pictures and said he would write a report that stated all pieces would need to either have all cushions replaced or the furniture be completely replaced. That I would get a call 24/48 hours later with next steps. Well, no call. So, I called this morning (June 6th) and spoke to cus[redacted]er care, ###-###-####. The person I spoke to read the report and looked at the pictures. She said the report stated the furniture was performing up to Bob's standards. So, totally opposite from what the "technician" told me. However that when she looked at the pictures she disagreed with the technician and does see the sagging. But that "unfortunately nothing can be done" I asked for her supervisor and she claims that the cus[redacted]er care management staff do not take phone calls. But someone would call me within 72 business hours.I proceeded to call goof proof and they claim that cushions are not covered. And that is stated in my goof proof agreement paperwork, which of course I never received.now what? IDK.I just want the cushions made back to normal and want to sit comfortably on my living room furniture. Too much to ask? I would assume Mr Bob would want to know about this.Thank you,UNSATISFIEDDesired Settlement: I just want my furniture fixed and would like it back to showroom condition. It is not worn from abuse or overuse.I am not asking for my money back. I just want it made so I can enjoy my living room.Can someone please help?I am tired of being told "unfortunately there is nothing we can do"Bob, you need to help.

Business

Response:

Good Afternoon Revdex.com,

We are very sorry that [redacted] is experiencing any concerns with

his products purchased from Bobs Discount Furniture. [redacted] merchandise is very

far outside of its Bobs warranty period and is not experiencing any concerns

from a factory defect. While we do understand our cus[redacted]er’s unhappiness we

must also consider that this merchandise has been in our cus[redacted]er’s possession

for over three years and with three years of normal use the type of concerns

[redacted] is reporting can occur. It is absolutely normal that after three years of

using any product the seat of that product will loose resiliency. We apologize

again that [redacted] is so disappointed with his product and assure him that a seat,

a back, and even an arm loosing resiliency over an extended period of time is

common knowledge and referred to as normal wear and tear through out the

furniture industry.

Our records reflect that [redacted] received this merchandise on

12.28.2011 and we were not made aware of any seat resiliency concerns until

5.23.2014. Furthermore a piece of [redacted]’s merchandise has been subjected to cus[redacted]er

cause damage. In May of 2012 we scheduled a technician visit to [redacted]’s home and

located a cus[redacted]er caused damaged on the sofa –The left

side facing arm had a tear in the leather. We referred [redacted] to his Goof Proof

Protection Plan ([redacted]) so he could report how this tear occurred and get

service through the protection plan he purchased. We could not take responsibility

for this tear because the merchandise was already outside of its Bobs Guarantee

period and had not been delivered to [redacted] 2 years earlier with any tears.

As a business we must balance our customer’s wants with the

needs of our business and regretfully the fact remains that [redacted] is not covered

for the concerns he has through any warranty associated with Bobs Discount

Furniture. [redacted]’s account and concern has been reviewed by several members of

our Customer Care staff including a member of our management team and I do feel

that our customer has received the best care we can provide given the

circumstances of his claim. Our customer is currently seeking a credit on

merchandise that has no defect, is outside of warranty, and has previously

reported customer cause damages.

As an extreme courtesy we can offer to provide our customer

with a store credit for 50% of what he originally paid for the Sofa, loveseat,

chair, and ottoman. Bobs Discount Furniture cannot take on the responsibility

of removing the current merchandise in [redacted]’s home. We are working at full

capacity, above and beyond the responsibility any business has in this case to

offer our customer resolution. We do hope that [redacted] can appreciate and

understand our position in this scenario and we apologize again for any frustrations

we may have caused him in our quest to honestly answer his concerns.

Kind Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I slected funiture for a payment plan which totaled $1321.17. Over the course of the year I made several payments Bob's received payments of $250.00 the intial payment, 2payments of $150.00, $75.00which I have documented on my payment sheets at time of payment and history. I then made adjusments to my order inwhich they help me and reduced my order for two pillows on my original order from $65 to $25 the reciept states I paid $53.18 this all I purchased for my orginal order of 1321.17 and I also reduced and changed my order. The store gave me print outs of the payments recieved and stated they had to reconfigure out my credit to be returned. I talked with [redacted] from the [redacted] store with the payments recieved and the purchase of the reduced pillows for 53.18 from my total order the store owed my a balance of 698.25 of credit 457.54. [redacted] helped me to reduce my order to $254.17 for a 2 door jewelry chest. I was then given the balance of $183.37 refund to my [redacted] from the $457.54 which is documented on my reciept. I came to pick up the 2 door jewelry chest and it was the wrong color so they had to reorder it. I came months later to pick it up from the store and the chest had a broken part in which I inspected in the store. I refused to take the jewlry chest the man said he would have to put it back to reorder it. I never recieved a call from them regarding my shippment. I called them but it was never recieved came to store to see if my order came in they said they do not have the item anymore. I am requesting my credit be refunded to me for $254.17 the amount they owed me and they are telling me they will only give me a credit for $88.00. They have docuemented that I owe no balance for the jewlry chest because it was part of my credit from the $457.54 and admit that the jewlry chest was not picked up but reordered. Now [redacted] is saying accounting is stating they only owe me $88.00 and no jewlry chest. It has been a month and half of them ignoring my calls, being rude to my inquieries, I have been denied access to this accounting person and corperate is ignoring all interaction regarding this refund.Desired Settlement: At this point they can not provide me the chest I was interested in because the item is not available and since this recent disrespect of customer service I want my full refund. I will never make another purchase from any of these establishments they are not trust worthy of being stewards of payment plans. Thank God I have my payment reciepts.

Business

Response:

Good Morning Revdex.com,

We certainly apologize for any and all inconveniences we

caused this customer in regards to her product.

After an extensive review with our Accounting Department we

have come to the conclusion that this customer is owed a refund amount of

$88.94.

I apologize to you in advance if any of the following

communication becomes confusing. Our records for this account are extensive and

I will do my best to try and communicate our reasoning as clearly as possible

to you as a third party mediator.

After all the changes made to the customer’s original sales

order were made (Order # [redacted]) the customer had a remaining credit available

for $90.46. Another available credit from a return for a Queen Pillow for

$69.13 (return order # [redacted]) brought the available credit total to: $159.59.

$53.18 of this combined credit was used to pay for sales

order # [redacted] (Merchandise included: two queen sized pillows bought from our [redacted] location on 9.04.2011).

This left the customer with a balance in credit of $106.41.

Another return order (#[redacted]) gave the customer an additional credit

of $165.90 making a new available credit total of $272.31.

We then refunded the customer’s [redacted] credit card for $183.37

via credit number [redacted] on 11.23.2012.

This brings the amount of available credit to be refunded

back to the customer down to $88.94.

Please also

let the record state that our accounting documents show that one of the two

$150.00 payments the customer claims to have made to us on or around 6.13.2011

was never actually received from her credit card. Should the customer wish to

dispute this information we would need her to provide proof via this Revdex.com

channel of the transaction actually occurring from her credit card to Bobs

Discount Furniture before any further discussion can be made regarding this

alleged charge. While it may be listed on a sales invoice she has from us, this

does not serve as proof that we received payment from the charge, only that the

charge was initiated.

Review: I purchased a table set from Bob's in 2013. The chairs are sinking in you feel like you are going to fall through. The wood is not cracked on one chair and the leather ripped and a button came off of another chair. The screws fall out constantly and you have to put them back in all six chairs. I have called Bobs and goof proof and they seem to not want to help or just do not care that this product is really poor quality all around.Desired Settlement: I just want new chairs. I don't want to sit on this furniture anymore and feel like I'm sinking through. The wood on one chair is split and it's a matter of time before someone gets hurt.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies to our customer for

the disappointment she is experiencing with her dining chairs. We have reviewed

her account and while there is no direct warranty remaining thru Bobs we stand

behind the quality of our merchandise even after the expiration period of the

warranty.

Please note that if the customer is aware of

a safety issue it is strongly recommended that they discontinue use of the item

with the safety concern, as this has been disclosed by the consumer it is the responsibility

of the consumer to maintain safety within their own residence.

We have listed a courtesy option below for resolution,

should the customer wish to accept this option please have them respond to this

Revdex.com communication as ‘satisfied’ and they may anticipate this option being set

up/active in their account within two business days of their response.

We will provide a 60% store credit based off of the price

paid specifically for the six dining room chairs, we are unable to remove these

chairs from the home but do want to assist the customer in their quest for new

chairs. This store credit of [redacted] will not have an expiration date and can

be used within any of our showrooms should it be accepted.

Kindest regards,

Stephanie A. G.

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: I purchased a sectional from Bobs Discount Furniture in [redacted]. When I looked at the sofa in the store it seemed perfect, the pillows fit the sofa as it should. However, after the sofa was delivered the pillows in the sofa does not fit the sofa as it should. I complained to Bobs and they sent someone out, he removed the fillers in one of the pillows and said I needed to take them all out and fluff them, as he was doing it. The pillow he used still did not fit the sofa correctly, I asked him why they looked so much different in the store and he said the one in the store used a different filler to make it fit. I've contacted Bob's several times after and I was completely ignored, no one came back out and the sofa pillows were never replaced. The furniture that is displayed in the stores are NOT the same quality that is delivered to the customer. Bob's customer service hides complaints and ignores customers to avoid reimbursements. The sofa pillows and cushion are NOT made from the same material as what is displayed in the stores. I am very disappointed in my $1500.00 purchase from Bob's discount furniture and I got to the point where I gave up on following up with them, due to the fact that I've been ignored constantly. A few days after purchasing the sofa, I asked them to come back and take it because it did not look the same and I asked for a refund. I was told I could only get a store credit. I've had the sofa since then.Desired Settlement: I've had the sofa sectional for a while now, I could not get Bobs furniture to replace the pillows which I am more concerned about. Sending someone out to fluff then did not help, I would like them to provide the same pillows that I saw in the stores and that they use in their ads.

Business

Response:

Good Afternoon Revdex.com,

We have spoken with [redacted] twice from our Customer Care

Offices. We called her once on Monday 10.20.2014 and we spoke with her again

today (10.24.2014) in regards to this concern.

Our records reflect that this sectional was delivered on

3.25.2010. We sent two technician’s to this customer’s residence on 12/08/2010

as she reported having a concern with the cushions on this sectional. The

technicians reported to us that they found no defects with this sectional while

in the home and tried to educate the customer on how to add stuffing to the

cushions should they loose resiliency due to normal use. Our records reflect no

further contact from the customer to us over the course of the next three

years.

During my call to the customer on 10.24.2014 the customer

disconnected the call out of what I assume was anger given the elevated tone

she selected to communicate with me in. I was regretfully unable to get to the

point of offering the customer a courtesy best effort service. Should the

customer wish, and the merchandise still be located at the original delivery

address, we are willing to send one of our technicians out to the home to

service the cushion concerns to the best of our ability. This merchandise is

nearly three years beyond its manufacturing guarantee through Bobs Discount

Furniture and the customer did not purchase any additional warranty therefore

servicing the merchandise to the best of our ability will not make us liable

for the condition of the merchandise after the service. We strongly believe in

our technicians abilities to determine when an item is defective and when it is

experiencing normal wear and tear. Please consider that is completely normal

and should be expected that any cushion on any piece of furniture looses 20-30%

of its resiliency within the first year of use. This sectional has been in the

residence far beyond that year so a higher percentage of lost resiliency or

wear patterns should be expected and present.

The customer alleges that the we display different

merchandise then what we actually deliver and I tried to assure the customer

that this is false and I have followed up with our technician’s manager to

address this statement. Another point I was regretfully unable to communicate

to the customer during our call is that the sectional we currently sell and

advertise is an updated version of what was sold and advertised 4 years ago

during her purchase period. The updated sectional has the same look and style

to it; however it is manufactured by a completely different company. The fact

that normal wear and tear occurs to anything you use combined with the fact

that this sectional has been updated since the customer’s purchase would be a

valid reason as to why the merchandise in the home looks different than what is

on our showroom floor 4 years later.

We are willing to offer the best effort service at no charge

and should the customer wish to accept it she is welcome to respond to us in

writing through this Revdex.com channel or contact our Customer Care Department at

###-###-#### (Mon-Sat 6:30am -8:00pm).

Kind

Regards,

Bobs

Discount Furniture

Review: I purchased furniture from the [redacted] location and it was delivered on Dec19thThe delivery was not good because the tv console I purchased came with a big gash in the front doorThey offered to fix it and I agreedThe technician came a week later on the 26thHe attempted to fix the door but was unsuccessfulIn the process, he sprayed very toxic fumes in my home that impaired my breathingHe called and reported this to his home office as I sat outside with my dog gasping for airI have severe allergies and was never told that chemicals this strong would be sprayed in my homeAfter all that, the gash in the door was still visibleIt was arranged for them to replace the whole consoleOn December 31st, they came and only replaced the doorI called customer service back because they said they could not discuss compensation until everything was complete in case something else went wrongThe first representative I spoke to asked me if everything was okI told her that there was a little piece of wood missing on the inside of the door but it was covered in dust so I was still checkingShe informed me she could only give me $as compensationI am not happy with this seeing the last manager, [redacted], agreed that they definitely dropped the ball on this one and said it was a major inconvenience to meYou affecting my breathing and causing me to become ill and missing days of work doesn't equate to $50! [redacted] told me that this is the compensation if two things happenIf it was one, it would only be $She clearly lied before by telling me that it was based on the severity and by a case by case basisThere is a clear guideline she stated they are allowed to give as compensationI think at this point I should be given way more than $They make sure they don't tell you the compensation until everything is delivered and [redacted] tells me that it's a binding contract now so nothing can be returnedThis is shady and very bad businessI want more than a $gift card!Desired Settlement: The door does still have a small piece of wood missing but it's not as visible as the gash that was in the original doorI can deal with this but there still should be some compensation for it as I'm not going to sit around all day again for them to deliver yet another damaged door.The technician reported I was having problems breathing because of what he sprayedHe didn't even stick around to see if I was ok but left immediatelyI think the console should be free and refunded to my account
Business
Response:
Good Afternoon [redacted],
I truly apologize that you received a damaged TV console and so many other concerns have stemmed from this as a result of Bobs Discount FurnitureI understand your frustrations and assure you that caring for and about our customers is our first priority
It is outrageous that we were unable to deliver or repair your TV console to your satisfactionRegretfully we cannot give our customer’s merchandise completely free of cost, however since you have indicated that the door to this console still has damage I can offer you some money off the price you paid to keep it as is; we call this an agreement of concessionConcessions have various tiers and depending on the outcome you are most comfortable with the amount of concession provided can impact your Bobs Factory Guarantee periodIn your scenario I can offer you to options for concession, I will outline these below:
"Santa Fe" TV Console –Article #[redacted]
Original Price Paid for TV Console: $
Concession amount – 15% = a refund (to your [redacted] Account) of $& The Bobs Factory Guarantee remains valid through
The damage on the door will be viewed as an AS IS Damage and Bobs will not be responsible to service this damage and/or further damages that may occur as a result of this damage
Bobs Discount Furniture will service or exchange the console for factory defects, as deemed by a service professional, through the guarantee period
-OR-
Concession amount – 21% = a refund (to your [redacted] Account) of $& The Bobs Factory Guarantee is void
At this sale price the console will be viewed as a ‘Pit/Clearance’ item and will carry no guarantee
Bobs Discount Furniture cannot service or exchange the console for factory defects as there is no factory guarantee remaining on this console
The concession options listed above are meant to alleviate the stress of keeping this console with a still present damage on its door while trying to meet your request for monies off the original cost
You are still owed something further as an apology for the lack of care and attention you received during your service and while speaking with usI can provide you a $gift card to Bobs Discount FurnitureThe $gift card is an offer in addition to whichever resolution you may select from the concession tiersI truly hope you find these offers more satisfactory than our original offer and please accept my apology that you had to escalate your concerns so highly to get them properly recognizedI will be following up with our Service Technician’s Manager to ensure we are appropriately training our technicians on professional in-home etiquetteI thank you for making this complaint so we can continue to improve our business
Please respond to me with what option of concession you would prefer and if you will accept the $Bobs Discount Furniture gift cardI will wait to process any paperwork on your account until I receive a response from you
[redacted], I wish I could apologize to you one thousand more times and I genuinely hope you will give us a second chance to regain your trust in the future
Thank You,
Bobs Discount Furniture
Customer Care Corporate Liaison
Consumer
Response:
Review: [redacted]
I am rejecting this response because:
I will not shop at their store anytime soonI purchased all the things I needed in this transaction and will never need a gift card to their storeThis was part of the initial problem to begin withThat the money was not put back onto my account and instead a gift card is offeredNothing in their store is $so I will have to spend more money for things I don't want and I'll never be able to use itThis resolution is not acceptable and I want the money refunded back to my [redacted] account
Sincerely,

Review: I have nothing but problems with Bob's since the beginning which was around March of this year. First off-I had to wait a month for parts of my furniture and still expected to pay. Second...was constantly given the run-around in the [redacted] office regarding lowering payments. Shady business practice. The couch was defective per Bob's and I was told they could not fix it..so I asked to lower payments-was never done. I finally said I do not want the couch anymore (monthly payments through [redacted]) and to come pick it up. [redacted] office kept giving the run around as usual..finally spoke to someone at CT office who said they would pick up the couch this past Friday (10-10-14)...my window of time to expect them was 2:15-5:15pm...waited and planned my whole day around this pick up!! Guess what!! NOBODY showed up at my house and NOBODY called me to tell me they were not coming. Waited all weekend for maybe a courtesy call from Bob's and to reschedule!! NO they did not call at all-they send the auto robot call to tell me they were coming this Friday!! Does not speak to me regarding this which is totally unacceptable!! I will go to every site and tell every person NOT to shop with Bob's...terrible business practices...Who runs this business? When a business has over 700 complaints just on ONE website you have a business problem!!Desired Settlement: I would like a refund of the down payment I made at the time when I signed my contract. It is the least you can do!!

Business

Response:

Good Afternoon Revdex.com,

We have reached out to this customer via email and have been

communicating about resolving this customer’s concern by picking up the

merchandise on 10.31.2014 and providing a Gift Card to Bobs Discount Furniture

Stores as a further form of apology. We have not heard directly back from our

customer since 10.16.2014.

My understanding is that our customer is apprehensive on

accepting compensation in the form of a gift card and is still inquiring about

the deposit she put down with a third party company called ‘[redacted]’.

Monetary funds were never transferred from the customer to Bobs Discount

Furniture from this sales order therefore Bobs Discount Furniture is not

permitted to offer an apology in the form of monetary funds back to this

customer.

We are acting as a Liaison in this case and doing our best

to work with our customer while honoring the agreements she signed with the

third party vendor ‘[redacted]’.

Please reach out to the customer and ask that she respond to

us again thru this Revdex.com or via the email address she has been communicating

through ([redacted]).

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Review: For more than three months I have been complaining about the bed and the fact that is not sturdy and that the bed had fallen twice. No one ever came and I kept complaining and finally someone called but the account number was "not found". Finally this Saturday September 20 a technician came. I have informed that the bed was not set up due to the fact that is unsafe and I don't want to get hurt or hurt my dog that sleeps under the bed. The customer service representative told me that I have to set it up to help me. I asked that I get a written notice that Bob's will be responsible for my medical bills if I get hurt or my dog if the bed fall since they want the bed set up. [redacted] said that she can't do that. I tried to explain to the technician who was not willing to listen that I had to get an used bed from [redacted] since I need a bed to sleep. This is an ongoing situation and they just don't seem that they want to help. I told them that I want the bed out of my house because is not safe and I don't want to use it not even once because is not safe. The first complaint was that the mattress was sinking. When I made the purchase I did not wanted to buy any protection due to my bad past experiences but Bob's managed to shovel it and when I realized it was on the account. Now they don't want to honor it. The technician is not willing to listen and neither was the customer service representative named [redacted] dared to say that I place the request 5 days ago (when I talked to her on Saturday September 20). Also the technician told me that he had been at my place a few weeks before. First if he really did he went to the wrong apartment because when I opened the door he was coming down from the third floor ( I knew that he was here because I saw the Bob's truck outside through the window and my dog was barking). And how is that possible since [redacted] told that I placed the request 5 days before. Someone is not telling the truth and or they are trying not to help me. I don't want the bed anymore because that bed is not even a year old and is giving problems. Bob's customer service is the worst.Desired Settlement: I don't want the bed. I want credit for the bed and even for the maybe the entire bedroom set since the drawers get stuck also. I wanted to keep the the other parts of the of the bedroom set but I see that the quality of the bedroom set is poor. I am happy with my dinner table. I am paying for a really bad quality bedroom set and especially the bed and mattress. The mattress began to sink about four months ago and we informed the store but of course no one responded. This is an ongoing problem and I feel stranded. I want to use what I have paid towards the dinning table.

Business

Response:

Good Afternoon Revdex.com,

Please pass on my apologies for the disappointment our

customer is experiencing with the product she selected. I assure our customer

that we have been addressing this concern to the best of our ability since we

were made aware of it. While this furniture was bought at a Bobs Discount

Furniture location and Bobs has been offering the customer service on this

product we have not collected direct revenue from [redacted] because she entered

into a ‘leasing agreement’ with a third party company named ‘[redacted]’.

This customer is currently paying a monthly fee to the ‘[redacted]’ company

to lease this product. This is clearly stated on the paperwork [redacted] signed at

the time of sale along with the specific number of payments [redacted] will have to

make in order to fully own this product. Bobs Discount Furniture is not

permitted to make offers of credit to ‘[redacted]’ customers unless there

is a manufacturing defect present within their merchandise. We have been out to [redacted] residence several times and have not been able to properly inspect her

bed to determine if a defect is even present.

I am honestly very perplexed by the nature in which this

complaint has been filed with and I have listed the history our records

indicate (below) for your review. I believe just listing this history will

address many of the customer’s statements however it also presents a few questions

that I request you pass along to our customer. Due to the nature of this

complaint and the overall history with the last month feel it pertinent that

all responses between the customer and Bobs remain in a written form.

Date of Delivery: 11.07.2013

First Report of Concern: 8.25.2014 – The customer

told us that the mattress was sagging and that the bed

(headboard/footboard/railings) was loose and shook a lot.

Please note: The bed had

previously been used for 9 months with no report of concern.

First visit to customer’s residence (the next day):

8.26.2014: Our technician reported that there was no apartment number

listed on his paperwork. The technician called us and said that he knocked on

all three doors within the building and only the folks on the third floor came

to the door stating they were not expecting a service. We then called the

number that was placed on this account during the time of sale by the customer (###-###-####)

and we were unable to speak with anyone or leave a message.

Question for the customer: If

this is the day where you are stating that you saw our technician’s vehicle,

the dog was barking, and he was coming from the third floor why did you not

flag him down and explain that you were the person expecting service or answer

the door when we initially knocked?

The following day -8.27.2014: Our records clearly

indicate that the customer called us and reported the same scenario she had on

8.25.2014, we scheduled another service visit (with customer on the phone) to

her home to help with this concern on 9.04.2014.

2nd Attempt at service – 9.04.2014: Our

technician arrived to the residence and could not get into the building as the

main entrance was locked at this time. The technician called into our office to

report this and we attempted to call the number we have on file for this

customer (###-###-####) twice, our records indicate that we left two messages

for the customer as well. We were forced to move our technician on because we

were unable to gain access to the residence to perform the service.

Question

for the customer: Should we be updating the phone number you have listed on

this account as it differs from the one you have listed to the Revdex.com?

9.08.2014-Attempted to call customer from our Customer

Care Office to reschedule service appointment as we had not heard back from her:

Our records indicate that this call was made at 8:09pm to (###-###-####)

and someone picked up the phone and hung up on our caller.

9.10.2014-Attempted again to call customer from our

Customer Care Office to reschedule service appointment as we had not heard back

from her: Our records indicate that this call was made at 2:25pm to (###-###-####)

and we left a message on the machine for the customer asking for her to call us

back and reschedule.

Question

for the customer: Should we be updating the phone number you have listed on

this account as it differs from the one you have listed to the Revdex.com?

9.15.2014: Our records clearly indicate that the

customer called us and reported the same scenario she had on 8.25.2014 &

8.27.2014. We scheduled another service visit (with customer on the phone) to

her home to help with this concern on 9.20.2014.

Please

note: This is the logged call and proof that the agent “[redacted]” was referring

to when she explained to the customer she had called us five days prior to the

20th.

3rd Attempt at service – 9.20.2014: Our

technician arrived to the home and reported to us that the entire bed

(headboard/footboard/railings/mattress) had been disassembled and pieces of the

bed were lying up against the wall. Our technician had to be moved on as there

was no way for him to complete a repair or determine a defect in the bed or

mattress. A technician cannot correctly reassemble a queen size bed on his own,

which is why we send at minimum a two man team out to make deliveries and assemblies.

Please note: We have no way of determining

if there is a factory defect within the bed or an issue with the way we

assembled it unless it is in the same condition as we left it on 11.07.2013.

There is also no way to correctly measure if a mattress is sagging or is

defective unless that mattress is receiving the proper support of a bed frame. Please

also let it be known that this customer never disclosed in any previous

conversations with us that the bed was not assembled nor was she instructed by

us to disassemble her bed. As we had not been permitted inside the residence,

other than the initial assembly of the bed in Nov. of 2013, we have no idea how

long this bed had been unassembled for.

Customer called us back on 9.20.2014 (Later that same

day): At approximately 6:50pm the

customer called and reported to us ‘Bed rails are very loose and wobbly’. Again

we scheduled another service appointment with the customer. This service is

scheduled to occur on 9.27.2014 (this Saturday) and the original number the

customer provided us (that hasn’t been working) remains the only number on the

account. I am going to alert the service order with the phone number the

customer has listed to Revdex.com as a precaution. We are scheduled to arrive to the

residence in between the time window of 10:51am – 12:51pm on 9.27.2014.

Question for the customer: Is the bed

currently reassembled to the state it was in prior to it being unassembled in

your home? If the bed is in the same condition it was previously in on

9.20.2014 we will be unable to determine if the bed or the mattress is

defective and we will be unable to try and help our customer move forward on

resolving this concern.

We sincerely wish to help our

customer and have been diligently trying to assist her in resolving her concern

since the moment it was reported to us. I apologize to our customer again for

her disappointment in the product; we must be able to determine that there is a

factory defect present on this bed in order to move forward with this concern.

As per the warranty guidelines we will service this bed to manufacturing standards,

if the bed is deemed unrepairable by a factory trained service technician we

will offer a replacement under the warranty at that time.

Review: I purchased a furniture set on 11/24/12 under invoice #XXXXXXX, customer #XXXXXXX I am very disatisfied with due to numerous manufacturer defects. I have had to make 5 warranty claims on this single order alone that has required me to miss work to wait for delivery and repair persons on numerous occassions. I have contacted the retailer on each occasion and am extremly disatisfied with their cusotmer service practices. I was advised that due to all the trouble I had recieved I would be compensated for the price of the nightstand onc eI received one that I was satisfied with. The nightstand is valued at $179.00. The last delivery the whole back of the nightstand was broken and the delivery person used his own screws to drill new holes to attach the back of it. The craftsmanship is very poor and the unit is still defective. I contacted "Senior" Account Manager [redacted], in the Taftville, CT Location for assistance. [redacted] was soft spoken although sarcastic and unproffessional. He even went to draw his own conclusions regarding my deliveries and made untrue statements accusing me of being the problem with my delivery. I am disatisfied with his customer service skills. He lacks the appropriate communication skills to handle cusotmers in a caring manner. He offered me $100 gift card and stated that this was more than the cost of the dresser. I corrected [redacted] and advised him that I had paid $179 for the dresser. I even offered to send him photographs of the product delivered damaged for the 4th time. [redacted] stated that I would have to be home for someone to pick up the dresser. I asked why I could not just leave it outside my home. He had indicated that it was against his policy. I just can't afford to miss anymore time from work regarding this dresser. He then recinded his $100.00 offer and advised me that since it was just a dresser I could return it with my own vehicle on my own time to Norwich CT, 90 miles away or to the retail location 20 miles away for a refund, leaving me with the burden.

Product_Or_Service: furniture

Order_Number: XXXXXXX

Account_Number: XXXXXXX

Desired Settlement: A refund as promised or some sort of good will gesture to retain me as a customer. I would also request that [redacted] receive some sort of customer service skill training to better assist customers, with hopes that others and not treated so poorly as I was. I do not want to be left with an incomplete bedroom set. I kindly ask for your assistance in resolving this matter for me. Thank you.

Business

Response:

Business Response /* (1000, 5, 2013/05/22) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the multiple ongoing issues with the nightstand.

Your concerns regarding the service you received from [redacted] have been shared with management and will be addressed internally.

As for the nightstand we can offer the following options for recourse;

1) Keep the nightstand as is and we will refund half the cost.

2)Return the nightstand for a full refund.

3) Exchange the nightstand and issue a $75 gift card upon completion of delivery.

We recognize the inconvenience we have caused you thus far and understand your request to leave the nightstand outside however, as [redacted] explained our delivery team is not allowed to remove any items from your property without the presence of an adult, furthermore there is paperwork that must be signed once the drivers pick up the item. Presenting you with the option to return the item back to store gives you the opportunity to return it on your time as opposed to waiting for our first available date as well as the three hour time frame window.

Your patience and business is appreciated and we are open to exploring any additional options you may have.

Review: I purchased the Braxton sofa bob-o-pedic and the braxton loveseat on 10/02/13. It was delivered a week later damaged but I didn't notice it until a couple of days later. I went to the store in [redacted] and was told that they would send a tech to repair. Tech came out on 11/5/13 and said the furniture was repairable but I no longer want the furniture. I went back to the store and spoke to the store manager and wanted exchange for a different kind. He then told me that he was unable to do that and he wanted me to keep the same kind that I had. Bobs store would not satisfy my request as a loyal (previous) customer and so I decided to make a complaint to the Revdex.com. All I want is to be able to exchange the furniture (including damaged piece) for another living room set. I no longer want that set and would just like Bob's to honor that. Their furniture was delivered damaged and in addition to that I no longer want it fixed or replaced with the same type. I just want to be able to choose another set or get my money back so I can take my business elsewhere. I would like Bob's to stand behind their product and do the right thing.Desired Settlement: I would like a refund of my money that I paid for the furniture OR to be able to exchange for my choice of living room furniture. I no longer want that style.

Business

Response:

Good Afternoon,

I spoke briefly with Mr. [redacted] on, 11/18/13 because I was unable to locate the purchase noted in the complaint. Mr. [redacted] has my direct number and will call me back tonight or this evening with his order number; I will then research his account and follow up.

Review: Last October (2013) I purchased a Tranquility Bedroom Set. The Bed has broken twice. It has been confirmed that it was the result of a manufacturer defect. The company no longer sells the brand. My alternative has been to select a different bed and have mix-matched discount furniture and pay the price difference for a new bed.Desired Settlement: This is unacceptable! Especially, since I have had to take off work three times! I want an exchange of equal or greater value that matches and I do not believe this should be at my expense!

Business

Response:

Good Afternoon Revdex.com,

We apologize for the inconvenience that this defect has

caused [redacted] and assure our customer that we understand the importance in

offering fair options for resolution and keeping our customers satisfied.

Bobs Discount Furniture has properly met the implied

warranty on [redacted]’s product. As [redacted]’s bed is not fit to do what a bed is

supposed to do (allow a consumer to safely sleep in it) Bobs has offered

recourse for the affected product that [redacted]’s concern is with. That alone is

the responsibility that we owe to [redacted] as a business.

Bobs Discount Furniture has gone further than the responsibility

we owe to our customer already and we stand behind the caring and more than

valuable offer that was presented to [redacted] on 9.09.2014. We offered to provide

our customer with 100% store credit on the defective merchandise and 90% credit

on the non defective items that we cannot re sell and will ultimately have to

cover the cost of disposing. Please remember that this 90% credit is being

applied to merchandise with no factory defect concerns. Furthermore this

additional merchandise has been in [redacted]’s possession for over 11 months.

If [redacted] would prefer to keep the current headboard and

footboard she has I have located a set of bed rails from the manufacturer of

this product that will work comparably to the railings we no longer carry. Instead

of a reselection to another set, we can offer to schedule a delivery of the

comparable bed railings so that our team can reassemble the bed to its implied

warranty status.

I eagerly await [redacted]’s response as I am willing and able

to help her resolve her concern with two different options for resolution. I

apologize again that this concern has taken up so much of [redacted]’s valuable

time.

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]1, and find that this resolution is satisfactory to me.

Please contact me as soon as possible for installation.

Sincerely,

Review: Hello, I contacted the company several times for a couple of reasons, one was to exchange a mattress I had purchased at Bob's furniture. I was told by sales mananger I have to wait 30 days from the delivery date to swap out a mattress and that I would not be penalized for swapping out mattresses, it's their policy. When I went to exchange the mattrress I was given a 89% credit of my current mattress told the new mattress. I had visited the store many times after my mattress was deliver and was told that I would not have to pay any additional cost. So the 30 days passes and I went into the store to make the exchange I was told by the sales manager [redacted] that I would have to pay an additional 180.00 for the new mattress. My current mattress costs $599 and the mattress I want costs $699, mathematically -taxes included this does not add to $180.00. In addition, the support for the bed itself was damaged a couple of days after delivery. A tech was sent out and he said the delivery person set it up wrong. The tech removed the rubber base and now the support does not even come close to the floor. Bob's furniture is not honoring their policy.Desired Settlement: I would like to be credited the full amount of my current mattrress $599.00 and I am willing to pay the difference of $100.00 for the new mattress.

Business

Response:

Good Morning Ms. [redacted],Thank you for choosing Bob's Discount Furniture for your bedding needs! In the event the first mattress you select is uncomfortable, you may return it and reselect. Our mattress satisfaction policy applies to the mattress only and reads as follows on your sales invoice;MATTRESS SATISFACTION POLICY Our goal is to do our best to ensure that you are happy with your mattress purchase. In the unlikely event that your mattress has a factory defect, we will replace it during the stated manufacturer's warranty period. If you are unhappy with the comfort of your mattress after having slept on it for thirty (30) days, please call our Customer Care Center at ([redacted] within sixty (60) days of your delivery and one of our representatives will arrange for you to make a onetime re-selection on your mattress only. Foundations within the same manufacturer are not included in our Comfort Assurance Policy. We will charge or credit you for any price difference between the original and the re-selected mattresses. Credits will be issued based on the original method of payment via the guidelines stated above. We will charge you our prevailing re-delivery fee to cover the costs of delivery for the re-selected mattress and pick-up of the original mattress. If you do not re-select another mattress, we will refund the full purchase price less our prevailing delivery fee. On March 27, 2015 you purchased the [redacted] mattress and foundation as a set for $799.00; the mattress price was $532.95 and the foundation was $266.05. When you requested to return the mattress on April 29, 2015- you were given a store credit for the full value of the mattress. Since you reselected to a more expensive mattress you were responsible for the upgrade cost as well as tax. I have attached copies of your original sales invoice as well as the pending sale.In regard to the assembly of the bed, I will be happy to schedule an assembly service to correct any issues you are having with the setup of the bed frame.Thank you,[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I have not been told the name of the box spring so I can confirm the price on the website. Provide the name of the box spring so I can confirm on the website that it costs 262.

Review: Last year I purchased a piece of furniture that came damaged and delivery was delayed multiple times. As a result I was given a credit for 104$ . I received half in the mail as a gift card and half on a store credit in the computer which I confirmed with customer service in jan2014. I purchased a 1600$ dining set this Wednesday and the credit in the computer didn't show up. After calling customer service they promised it would be in the system within 24 hours and applied so my merchandise could be delivered for Tuesday as promised. The following day they called to say that it would take 5 days to apply the credit and schedule delivery ( meanwhile they have already charged my credit card the 1500$ balance and have been earning interest on my money since Wednesday) I called customer service and after an hour on the phone I was told that a "Supervisors supervisor " would personally resolve the issue by close of business Friday. Friday night I call them because now I haven't heard an thing and I sit on hold for an hour to be told that everyone is gone for the holiday weekend so my credit won't be applied until next week and then they will schedule my delivery. I said to cancel my order as I will never shop at bobs again and that I wanted the entire credit mailed to me in the gift card so I can give it to someone else. She said that it can only be a store computer credit and then put me on home again to transfer me to the store to cancel my order. I eventually had to hang up and the order is still pending.Desired Settlement: I want the issue resolved first thing Tuesday morning without me calling you again and the merchandise delivered first thing Wednesday morning or the entire order cancelled and the entire amount of the credit mailed to me in a physical gift card since I do not trust that these Credits actually exist in the computer. I also want an explanation as to why this "supervisors supervisor" didn't do their job. I also think that shipping should be waived now as compensation for my time/stress.

Business

Response:

Good Afternoon Revdex.com,

I have spoken to [redacted] today and apologized for the

terrible experience she has had with us thus far. We have corrected our

accounting issue and [redacted] has agreed to take delivery of her dining room set

on 9.04.2014 (this Thursday). I will be personally following up with [redacted] after

her delivery on 9.04.2014 to discuss a further form of monetary apology for the

lack of care and follow up that [redacted] received from us while making her new

purchase.

I have also provided [redacted] with my direct contact

information so that she may receive the best care possible and the direct

attention her concern deserves.

Thank you

for the opportunity to make it right,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: My husband purchased a dinning room table from the [redacted] location and was advised by the sales rep to purchase the goof proof protection for 5 years. The rep stated it will cover anything that happens to the table especially the stain, due to it being a cherry red dark table. I called protection department today due to a spot 8x10 size on my table and was told the protection plan doesn't cover this. When we purchased the table our concerns were how to care for the table and the possibility of stain loss and again the sales rep said everything would be covered and stated we can you any to clean the table (no products offered by the store for cleaning). Now that I called with the complaint its being told that we could not use windex to clean the surface to its not authorized which no one told us. I purchased this plan and spent a lot of money on this table and was lied to and now I'm stuck with a product that has 2 warranties on that no one will cover.Desired Settlement: I want them to repair or replace the product as it was explained to us at the time of purchase.

Business

Response:

Good Afternoon Mrs. [redacted],I attempted to research your account but was unable to locate any orders using the name, address and telephone number listed in your Revdex.com complaint. Please forward the identifying account information i.e. order number, customer master or name and telephone number associated with the order. I will then research your account and follow up with you.Thank you,[redacted]

Consumer

Response:

The purchase is under [redacted] (my mother in law) the phone numbers connected to yhe purchase will be [redacted] or [redacted]. I believe a bobs credit card was used.

Review: I purchased the Kendall Sofa on September 2012 for $449.00 and purchased the Goof Proof Kit for $69.99 thinking my couch would be covered for 5 yrs. BUT to my surprise neither Bobs or [redacted] will repair or replace the two back cushions, the 2 back cushions are in need or replacing, the zipper is broken and both pillows have tears in the fabric and a small rip on the back of the inside of the couch. So on Oct 9 I called [redacted] at their 1-800 number and informed them of the problem and they informed me this was manufacture problem. I proceeded to visit Bobs store in [redacted] on October 11. I spoke to a customer service tech and she said I need to set up an appointment with Bobs Furniture. She called the 1-800 number to set up a date for repair/or replacement.... The gentleman on the other end of the phone (his name was [redacted]) told me my manufacture warranty ended last month but he would give me an 12 month extension for free if I acknowledged that I agreed and which I did (this call was recorded you can review this call to see Im correct). Someone from Bobs came to my house today October 17 and met with my husband as I was at work. This man was in the house a total of 5 minutes made a phone call and handed the phone to him where a woman said that it wasnt covered. My husband called me at work and told me what happen I was upset and after work I went to Bobs in [redacted] with my cushions in hand and spoke to the Manager [redacted]. I told him the run around Ive been getting with [redacted] and Bobs Furniture. Mr. [redacted]s Assistant called [redacted] for me and put me on the phone, the lady on the phone would not set up an appointment with me. I told her I wanted an appointment and if she couldnt set one up I wanted to speak to her Manager. She told me to call back another time and I told her I wanted to schedule an appointment NOW. She wouldnt and she hung up on me (VERY Unprofessional ) Mr. [redacted] did take a look at both cushions and said they should be replaced and he informed me to send this email because there wasnt anything he could do. This is the first time I ever heard of a Manager that cant help with a problem. Ive been a long time customer with Bobs Furniture and I hope this can be resolved to my satisfaction. If this cannot be resolved, I will have no choice but to file a formal complaint with the Attorney Generals office consumer protection division. Thank you,Desired Settlement: I would like a refund on my couch and also on the extended warranty plan called GOOF PROOF

Business

Response:

Good Afternoon,

I spoke with Mrs. [redacted] on, 11/4/13 and she explained that her concerns were previsously addressed. On 10/24/13, Mrs. [redacted] was given the option to return the sofa for store credit minus a 10% usage fee; She accepted the offer and used the credit to purchase a desk and file cabinet. Delivery and pick up of the merchandise is scheldued for 11/23/13, once complete Mrs. [redacted] states her issues will be resolved to her satisfaction.

Review: ON FRI AUG 14TH I PLACED AN ORDER FOR DELIVERY. A 499.99 CURIO CABINET. I ASKED FOR DELIVERY WHICH IS 59.99. TOTAL OF ORDER INCL TAX WAS 594. BOB'S FURNITURE CALLED ME SAT AUG 15TH TO ARRANGE FOR DELIVERY DATE. WE AGREED TO TUE AUG 18TH. ORDER # WAS [redacted]. I WAS TOLD I WOULD BE CALLED BACK 48 HRS BEFORE WHICH WAS SUNDAY. NO CALL SUNDAY, NO CALL MONDAY. I CALLED MONDAY TO SEE WHEN THEY WERE DELIVERING TOMORROW (TUESDAY). SPENT HOURS WITH DIFFERENT REPS WHO ACKNOWLEDGED MANY BOTCHED AREAS OF THIS DELIVERY. WAS RE-ASSIGNED A NEW ORDER # SINCE THEY MESSED UP AGAIN. ORDER # [redacted]. I ASKED FOR DELIVERY CHARGES TO NOW BE ELIMINATED, THEY DID NOT AGREE. ORDER WAS CANCELLED MONDAY NIGHT WITH A PROMISE TO CREDIT MY [redacted] 594 WITH ANOHTER ORDER / REF # OF [redacted]Desired Settlement: MY SPOUSE AND I ARE BOTH PROFESSIONALS WITH TIGHT SCHEDULES. WE ARRANGED TO BE AVAILABLE ON TUE AUG 18TH FOR PROMISED DELIVERY. I BELIEVE IT'S ONLY FAIR THAT BOB'S WAIVE THE 59.99 DELIVERY CHARGE FOR THE HOURS I SPENT WITH THEM ON THE PHONE, AND NOW TO HAVE TO PICK A NEW DELIVERY DATE. BYT THE WAY, THEY SAID THEY COULD NOT DO SAT AS THEY WERE BUSY. BOB'S REFUSED TO OFFER DELIVERY CHARGE CREDIT, AND I CANCELLED. BY THE TIME THIS GETS TO BOB'S I WOULD LIKELY HAVE ORDERED A NEW CABINET FROM THEIR COMPETITORS. I AM SURE BOB'S SENIOR MANAGEMENT TEAM WOULD LOVE THIS FEEDBACK.

Business

Response:

Good Afternoon [redacted],

How embarrassing it is to read about your

terrible experience with us. I am truly sorry for the lack of care that was

applied to your concern and we thank you for escalating your complaint so that

we can address the experience you had within our staff. I find it equally appalling

that you were denied a Saturday delivery, while some of the Saturdays in the

month may be booked in advance (we do only have a limited amount of trucks

available that can fill approx. 4,000 stops a day) it really shocks me that no

Saturdays were available at all.

Even more embarrassing is the fact that when

reviewing your refund paperwork it doesn’t look like your card number was

entered properly. Therefore there is no refund on its way to your original

payment method at this time.

If you would like to provide us with an opportunity

to make our failures right by keeping your purchase with us then we will most

certainly reimburse your delivery fee once the delivery has been accepted to

your satisfaction.

Should you feel that a cancelation for a

refund is in your best interest at this time, I do understand your reasons why

and would like to process this transaction for you directly so that there are

no other concerns of inconvenience to you. My direct phone number is ###-###-####;

please feel welcome to respond to me directly or via this Revdex.com channel you have

initiated.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: bought over $4,000 in bedding on 7/29/2015 what I was shown at the store was not what was delivered. When Call store to complain about the issue I was told that the sell person input the wrong information. In order for me to get the bedding I was shown It would cost me an additional $700, all they said they could do is refund my delivery charge of $229.99 and that will take 3-6 business days after the bedding has been delivered. It sounds and fills like bate and switch.Desired Settlement: Since it was not my fault that the error occurred I don't fill like I should pay an additional sum, I fill like I am rewarding the store and the sell person by an increase in my purchase.

Business

Response:

Good Afternoon [redacted],

We sincerely apologize for any

miscommunication that occurred during the time of sale to cause us to write up

one king mattress instead of the two you allege to have confirmed with your

salesperson. Bobs Discount Furniture does not support or practice deceptive

sales techniques like the one you have listed here. I assure you that from the

start you have been receiving the exact merchandise you were charged for. While

we remain regretful that the purchase of two mattresses differs in cost from

the purchase of one mattress we have worked above and beyond our normal

procedures to provide you with a genuine form of our apology.

As a business our main focus is to get

you the product you purchased in good condition and any additional form of

compensation after the original agreement has been fulfilled is at our business’s

internal discretion.

Normally we offer any type of additional

apology in the form of a Bobs Discount Furniture Gift Card because as a retailer

we understand the importance of earning our customer’s trust back and proving

to our customer that sales failures are not part of the normal daily operations

that have helped us grow to be one of the largest furniture retailer in the

U.S. We also wish to provide our customers with a tangible item as a further

form of apology rather than just committing to the act of pacifying someone

with a monetary amount.

Our retail location took direct ownership

for the mistake that occurred and provided you with a $229.99 refund to your

original method of payment as compensation for our sales error. At this time we

stand behind this offer of apology as adequate however due to the frustrations you

are expressing, we will make an additional offer of apology to you in the form

of a Bobs Discount Furniture Gift Card for $75.00. Should you wish not to

provide us with another opportunity to deliver merchandise we can understand

the reasons why in this scenario and have several cash and carry items that can

be taken from our Showrooms or pit locations as our free gift of apology with

use of this gift card.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: First of all I recent the fact that you called this an allegation if you have cameras watching your sales floor,f you can go back to that day you can see for yourself what she showed us, second of all the accessories that were purchase were for twin XL base and the paper work that I signed has dual King mattress not one king mattress. It seem like someone would have question this order or at least check it before it went out. The other thing is that I did not get made the offer to refund the $229.99 delivery charge until I asked your store to come and pick-up their bedding. I may have made a different choice if I was told it would have cost me an additional $749 at the time of my purchase. I have been in sales before and I know that people make mistake but when I was in sales if you make a mistake the sale person toke the brunt and not the customer. It was not a mistake that I made.

Sincerely,

Business

Response:

Good Morning [redacted],

It was certainly not my

intention to make you communicate any feelings of resentment. Regardless of the

fact that the definition of “allegation” is properly displayed from your

initial account of occurrence, we as a business have taken responsibility for

the concern based on your report alone. It is quite common that customers

select the adjustable bed and choose one king size mattress (the bases have the

ability to be hooked together underneath the single mattress). The “dual”

listed in the description of your mattress that you see on your invoice denotes

that one side is a firm comfort level and one side is a plush comfort level of

gel memory foam, it does not describe the physical split to two mattresses. We completely

understand how this can be very confusing to you as a consumer and that is why

we not only corrected your concern but further compensated you for our mistake.

Essentially we refunded you $229.99 taking money off the cost that was owed by

you. As a business who believes in operating fairly for all consumers alike we

are unable to further discount product that has been delivered in good

condition.

Should you prefer our

second form of apology in a refund to your original method of payment instead

of the Bobs Discount Furniture Gift Card originally offered we can do that as

an upgrade to our original response ($75.00 back to your credit card). This

offer combined with what has already been done is one we stand behind as a fair

and adequate apology for this concern.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate

Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: The allegation is that I walked into your store in [redacted] the sales person approached us asked us what we were looking for we told her she showed us what we asked for gave us a price and then your store sent out something other then what we were shown. Now you now giving us a description of what your terminology means on your invoice. Still how do you explain the purchasing of accessories that did not fit the bedding that your store first sent out. Bed Prot-Twin XL Best Pkg. which consist of goof proof twin extra long standard bed, goof proof twin extra long encased bed . Your product was delivered in good condition it was just the wrong product. Again if I had been told the complete price I may have taken different action. This is not a mistake I made your sales person fill out your invoice and we trusted her that it was done correctly.

Sincerely,

Review: I went to Bob's Discount Furniture on 7/19/2014 to get furniture, I pickout what I wanted which was a sofa and a recliner, I wanted to start establishing credit and Bob' qualified me through what they call AcceptanceNow Program where I would put money down and pay over time until my purchase was paid for.I put down $360.00, and was told that befor delivery I needed to pay $110.00, I agreed and paid the $110.00 on approximately 7/21/2014, and my furniture was to be delivered on 7/31/2014.My furniture was delivered on date specified, after the delivery, I decided to try out the (chair) recliner at this time I found that once the chair was in recline position it would not release back to sitting position, I immediately called Bob's back and explained what happened they got me to customer careI spoke to "[redacted]" who at first told me that he could not get anyone for another week I explained that I was having surgery on8/4/2014, this was the reason for buying the recliner.I have called several times to get this recliner removed from my house and have gotten the runaround eacch timeDesired Settlement: I would like refund on recliner and prorated finance charges from 7/31/2014 until the day that they remove recliner from my house.

Business

Response:

Good

Afternoon [redacted],

I

apologize that you are dissatisfied with the swivel recliner you selected from

Bobs Discount Furniture and I assure you that we consider our customers to be

the most important part of our business.

Our

records indicate that any factory defect concern you originally had with this

recliner was resolved on 8.02.2014 when we dispatched our service technician to

your residence. I am so sorry that your product arrived with any concern but I do

see that we worked to please you by resolving this concern for you just a

couple days after the initial delivery date.

Due to the

purchasing agreement you entered into with the ‘Acceptance Now’ company Bobs

Discount Furniture is unable to approve a return for refund or store credit on

any of your merchandise. You are currently paying ‘Acceptance Now’ for this

recliner and the ‘Acceptance Now’ company is the current owner of this product

as your lease to own agreement indicates. I did call and speak with an account

representative at the ‘Acceptance Now’ location you purchased from and they

have agreed to offer you a store credit based on the full retail price of the

recliner so that you can come back into the store and select another product at

the same price point that will satisfy you more. I am truly sorry but per the

guidelines you agreed to at the time of sale you are not permitted to return a

partial amount of your sale for a refund. As Bobs Discount Furniture is a separate

business from the ‘Acceptance Now’ company we are unable to make changes or

approve exceptions to any of their current operating practices. I do feel that offering

you a store credit to select an item you are happier with is a fair and

appropriate offer for resolution and I hope that can see this in the same

light.

I have

placed the store credit of $299.00 into our system for your use and ask that

you contact your ‘Acceptance Now’ desk directly at ###-###-#### (Credit

number: [redacted]) should you have any further questions about making your

new transaction happen. The account representative indicated to

me today that they have actually been waiting for you to come into the store to

make a reselection and are now aware of the active credit we have populated in

our system for you. This credit will expire on 10.20.2014 and due to the

product concern you reported on day of delivery Bobs can help accommodate you

by covering the cost of delivering the new item you select with this credit on

the same date we remove the current recliner that is in your home.

Kind

Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I explained to this store that I was having surery on 8/4/2014 and it would be impossible to come to to this store, after my surger I am having more medical problemsand will not be able to come in to store, I had suggested that I pick from website and put my purchase in basket and resolve the matter this way and was told no that I could not do this, that I had to come into the store, so I guess that I will have to pay for a useless pice of furnitur from Bob"'s and gurantee that I will never buy anything else from this merchant.

Sincerely,

Business

Response:

Good Afternoon [redacted],

I absolutely understand your circumstances and I am very

sorry that we are not able to offer you a way to make your selection online.

Due to the way you purchased this we would need you to sign paperwork regarding

the terms and conditions of the leasing agreement you are making changes to. As

Bobs Discount Furniture is a separate company from Acceptance Now we are unable

to overturn or make changes to their company policies or procedures. The

reselection credit does not expire until 10.20.2014 and I am sincerely hoping

you are feeling better by that time and can make it into our showroom. If you

needed an extension period added to this credit because of medical concerns we

can certainly discuss that with you if you contact our Customer Care Call

Center at ###-###-#### and tell us what date you feel you may be able to make

it into our showroom. Another suggestion I have is calling Acceptance Now and

seeing if they will agree to fax you the new paperwork after you tell them the

item you want to reselect to. You may be able to sign it and fax it back to

them if they are willing to accept this option.

I am so sorry for your disappointment again and truly wish

there was more Bobs Discount Furniture could do for you directly.

Thank You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I reported a claim for a repair to the new dining room table, which is not even 1 year old yet, but according to them it had to be within 30 days of it happening. At that time, my husband was gravely ill and the last thing I thought about was the dining room table; only getting my husband well. They denied the claim because it was outside of the time period.Desired Settlement: I would like them to fix the damage to my table so I am not embarrassed to have people see it the way it is.

Business

Response:

Good Morning Revdex.com,

We apologize that the customer is

experiencing any disappointment while trying to use the protection plan they

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

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

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

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

paid for the coverage our sales associates and sales managers would have no reason not to boast

about the extreme value the protection plan carries.

We provide a general flyer at the time of

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

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

documents for the list of exclusions. This

flyer as well as the customer’s sales invoice (which is signed by the

purchaser) also discloses that Bobs Discount Furniture offers coverage for factory

defects only and any occurrence of accidental damage must be reported thru the

Guardian company.

This claim was denied for several reasons

stated within the Terms and Conditions of the protection plan and every

consumer must adhere to the terms and condition in order to keep the plan fair

for all consumers alike. We do stand behind the reasoning for the claim being

denied and have included a copy of the terms and conditions page (as well as

the information –below) for your review.

The customer told Guardian that there was “scent

oil” spilled on the table – as indicated on the contract (and the sales flyer

we provided), scent oil is not listed as a coverable item to begin with.

Page

1- Right side facing:

PRODUCT

SPECIFIC COVERAGE:

3. WOOD AND HARD SURFACE:

a) Standard – Stains caused by any food or

beverage normally consumed by

humans; mold and mildew stains caused by food or

beverage spills; Breakage

of wood frame or structure or other hard surface

from single incident;

gouge, heat mark or liquid ring from single

incident; accidental breakage of

glass or mirror components (with the exception of

crowned or curved glass).

b) Wood Plus 1 – Checking, cracking,

bubbling, or peeling of finish from a

single incident.

c) Wood Plus 2 – Any chip or scratch of

glass or mirrors and loss of silvering on mirrors (with the exception of

crowned or curved glass).

Page

2 –Right side facing:

STEPS

TO MAKE A CLAIM:

2) Report all covered claims to Guardian at

[redacted] within 30 days

of the accidental staining or damage occurrence and Guardian

Customer Service Representatives will be ready to guide you through the service

process.

Regretfully Bobs Discount

Furniture has no control over the choices or resolutions offered by the

Guardian company directly and the portion of the plan they manage. We apologize

that we have no direct recourse to offer this customer relating to this

specific concern.

Should the customer feel they need

to pursue the denial result further they may do so with Guardian directly. I

have included the address for Guardian’s Revdex.com claims below for the customer’s

reference:

Kindest Regards,

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 has been clarified, although I have not been satisfied. I realize now, that I will have to find a way to have this fixed on my own.

Sincerely,

Review: I purchased a recling leather love seat from Bob's and the piece of mind five year extended Goof Proof Plus warranty. The warranty was sold to cover both accidental damages and factory defect. The leather began to be discolored and a mechanical issue also developed. I followed the instructions and after receiving the run around for two weeks spoke to a representative from Bob's who explained his supervisor informed him that there was no further recourse the pictures I sent them indicates it was the Cow's fault and there was no further recourse. They did not comment on the mechanical issue.Desired Settlement: When I first contacted Bob's I would have been perfectly happy with a replacement or store credit. However, after the stress and emotional angst caused by dealing with them, their attitude and failure to honor the terms of the warranty I desire a full refund including all applicable taxes and the cost of the warranty.

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. As the customer

has indicated there are two parts to the ‘Goof Proof Plus Protection Plan’, one

side is honored by a company named [redacted] is their parent company)

as outlined on our general sales flyer and the other side is honored by Bobs

Discount Furniture Directly. Again we apologize for any frustration the

customer is experiencing however our direct records do not fully indicate that

this customer has attempted to rectify their concerns with our business.

For example, the customers account shows mention of a call to us

on 1.16.2015 advising us that there was a concern with the leather on the

loveseat and he planned to send in photos and call us back. When I look through

the customer photo inbox today (1.30.2015) I find no pictures received from

this individual. It is also part of our normal processes that once customer

photos are received into this inbox, a customer care representative is assigned

to make an outgoing call to the customer within 24-48 business hours to discuss

our Service Manager’s review and determination of the photos received. As the

last recordings of speaking with this customer were entered on 1.16.2015

(indicated above) this leads me to believe that we were never in receipt of

this photos.

I looked into [redacted]’s recordings this morning and their records

show the customer making report to [redacted] regarding the mechanical concern with

the loveseat however I do not have any evidence to support the customer

advising Bobs Discount Furniture of this concern.

I assure you and the customer that the customer’s merchandise is

covered directly by Bobs Discount Furniture for manufacturing concerns through 06/05/2018.

Had the customer educated our Customer Care Agent of the mechanical concern on

1.16.2015 we would have set up an appointment to dispatch one of our factory

trained professionals to this customer’s residence as soon as possible.

As outlined on our sales invoice we will schedule one of our

Service Technicians to inspect the item and service it to factory standards at

no cost to our customer. If the Service Technician determines that the factory

defect is not serviceable, we will replace the affected item, one time. If the

item is no longer available, the customer may reselect to other merchandise or

we will refund the purchase price. In the event of a reselection we will charge

or credit the customer for any price difference between the original and the

re-selected item. Normal wear and tear or customer-caused problems are excluded.

At this time it would benefit our customer most to contact our business

directly so that we can gain all the appropriate information and schedule the

initial service appointment for the mechanical concern (while the technician is

in the home he can also review the leather concern should the customer wish)

the customer alleges to be experiencing.

As a business we are more than willing to help our customer directly

once we have been provided with all the appropriate information. We are available to our customer via telephone

at [redacted] (Mon – Sat 6:30am -8:00pm).

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison