Bob's Discount Furniture

Review: We bought a sofa set from Bobs less than a year ago and the leather on the sofa started to peel. I contacted the customer service for repair or replacement but they simply denied the claim by saying that it is normal wear and tear. I then contacted a leather manufacturer/supplier and asked if that was normal and they told me that Bobs customer service is lying and that sometime if the leather is not cured properly in the factory it starts to chip and discolor. When I told this information to the Bob's customer service they didn't agree with me and still denied my warranty claim.Desired Settlement: Repair/Replacement or Return of the complete order and FULL Refund.

Business

Response:

Good Morning Revdex.com,

Please pass on our

sincerest apologies for any disappointment our customer is experiencing with

their furniture and its wear pattern. We are in no way being dishonest and

there are plenty of channels with public information available to support the

fact that neither a retailer nor a manufacturer in a scenario like this

typically offers recourse. The customer’s merchandise is 100% leather and

any occurrence of fading or peeling is not covered under the manufacturing

warranty as it stems from the environment and usage the item is receiving. I.E

– if the humidity of a person’s residence is low the leather (being that it is

a natural hide) can and will dry out, crack, split, or even begin to peel.

There are several other instances of examples for environmental usage that can

and do cause a true leather product to show early signs of wear and tear.

Please do not assume that I am implying that with certainty I am aware of one

of these examples being the direct contributor to damage with this one

individual however, it is reasonable and appropriate for our business to

consider all possible scenarios when determining what courtesy offer outside

of the warranty may be possible for this situation.

Should the customer wish to provide the information of

who they assert they spoke with ‘as the manufacturer’ for this product I’d

certainly be willing to research their statement to its fullest extent. To the

best of my knowledge the manufacturers (who are commonly overseas) do not speak

with consumers directly and it certainly poses a serious concern for our

company if one of our vendors is implying that we are being untruthful to our

customer.

As a one time extreme

courtesy we will make the offer listed below, should the customer wish to move

forward with this offer they may respond again to this Revdex.com channel as

‘Satisfied’ and we will have our retail location reach out to them shortly

after to ensure they are aware of their store credit being active.

Courtesy Offer:

Review: bought rug from bobs within six weeks rug started to come apart called store and was told that they would not do anything about it that I would have to pay 200 dollars and get a new rug and being a senor I cant afford to spend that amount of money again to replace that rug againDesired Settlement: I would like them to replace the defective rug

Business

Response:

Good Morning Revdex.com,

Please pass on our apologies to our customer for the disappointment

they are experiencing with their ‘clearance/ pit ‘purchase from us. This rug

was acquired out of our clearance ‘AS IS’ center and the stipulation of the

additional discount (due to no warranty coverage) of the rug was clearly

expressed to our customer at the time of purchase.

Our records indicate that on 2.21.2015 the customer reported to us

that there was a hole in the rug from the table leg (this is not a table that

is associated with Bobs as far as I can tell). Based on this report along with

the fact that this purchase was provided to the consumer in an ‘AS IS’

agreement regretfully means that we are unable to take ownership for the

current or future condition of this product. As a retailer we aren’t even able

to determine if the product is defective or not (the rug could be experiencing a

normal wear and tear pattern from use in its specific environment) due to the circumstance

that no warranty exists on this product.

As an extreme courtesy and a further form of one time apology we

can offer to provide the customer with a Bobs Discount Furniture Gift Card for

$25.00. Should the customer wish to accept this courtesy offer please ask that

they respond to us via this Revdex.com channel or contact our Customer Care Offices [redacted] Mon – Sat 6:30a -8:00p or Sun 10:30a – 7:00p).

Kindest

Regards,

Bobs Discount

Furniture

Customer

Care Corporate Liaison

Review: After receiving a gift card from customer service for a previous customer service issue, I ordered a carpet with the gift card the other day and was told it would deliver in 7-10 days. A few days later received a voicemail telling me the rug is on back order and would take 3-4 months to deliver. I then called to cancel the order and order a different rug. They refunded my order on store credit instead of a gift card and told me I now cannot order anything on the website and had to personally go to the store instead since it is now store credit. After asking customer service to change it back to a gift card they told me I now have to wait a week before they can process that request, with no explanation at all,leaving me with no rug for an extra week or so. They refused to process the exchange right there on the phone, with no explanation as of to why.Desired Settlement: For the business to deliver rug I attempted to order the second time in exchange of the back ordered rug immediately with no delivery fee.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our sincerest apologies for the confusion

our customer has experienced from us. Our outlet inventory listed on line is an

entirely different level of inventory/operating system then the merchandise we

have to offer via our show rooms.

The only order I can see within this customer’s account

for a rug from the order that had been previously canceled. If the new rug the

customer is referring to is also online outlet merchandise (like their first

rug) then the order must be made thru our website by the consumer. We are not

permitted to make phone orders for this type of merchandise as there are

inventory counters attached to the merchandise that update themselves when a

new order is issued thru the website. I apologize to our customer that due to

our literal system restraints we were unable to process them a new order for another

rug from our online outlet store.

At this time I can convey that we have already arranged

to have the $100.00 store credit re –issued on a Bobs Gift Card number (we had

to make an entirely new gift card for this concern which can take anywhere from

7-10 days for any customer) that will arrive to our customer’s email address [redacted] –looks

different from the one given to Revdex.com) within the following 48-72 business hours.

As a form of compensation for this inconvenience we will

agree to refund any delivery fee paid towards a completed order specifically

& only for the cost of a rug after

that delivery has successfully taken place.

Review: Ordered a bedroom set for my grandson and it was crap. Light didn't work, back headboard sliding piece broken, drawers under broken, nightstand broken. Took the nightstand back and set up a service call for the bed. Second nightstand came in and broke the next day. Called for a refund and only could get store credit and not a refund. Anything delivered NO refunds. I wasn't told that when I purchased the set. . Now I am stuck with a store credit and HAVE to buy something from you. I don't want anymore furniture from you I want a refund. I see That's how you operate and make money.Desired Settlement: I want a full refund and not be forced to buy something from your store when the merchandise you sold me was very poor quality and fell apart. And the nightstand twice. I don't want anything else from your store.

Business

Response:

Good Morning Revdex.com,

This customer reported these concerns thru an alternate social

media channel as well and as of 8.19.2015 the desired settlement was reached thru our Customer Care

Department.

Pick up of the merchandise is scheduled to occur on 8.26.2015

and we consider this complaint closed from our end at this time.

Review: I made a purchase in March of 2013 including a dining room table, 8 chairs, full hutch and buffet stand. I was encouraged by my sales associate to purchase the 5 year goof proof for $299.99. I was certainly hesitant to purchase this coverage, but he assured me that it would take care of any little scratch or blemish that could arise. He took advantage of seeing my young son and stating how it was the best thing to get with little ones. I did purchase the coverage, and asked one more time, how about scratches? He repeated how any little scratch would be taken care of and even circled it in my brochure. Today, just over a year later, I tried to file a claim for scratches on my table and chairs and it was denied. I was told that scratches to wooden surfaces are not covered. I then read to her from my pamphlet, but she would not budge on the matter. I then called the store and they said that they could send out a technician to try to fix the damage.Desired Settlement: I feel that since the goof proof was misrepresented to me, it should be refunded. I should not have been asked to purchase a product that I would not be able to use.

Business

Response:

Good Afternoon Revdex.com,

Please pass my apologies to this customer for the

frustration she has experienced while reporting her claim to the [redacted]

company. Please assure her that we at Bobs have made a valid effort to ensure

she receives the quality service she was promised from our sales person. We

currently have one of our factory trained service technician’s scheduled to her

residence to resolve her concern.

I have spoken with the [redacted] company today (4.17.2014)

and the customer’s claim was not denied due to the fact the she reported scratches

on the wood. The Goof Proof Protection plan does cover scratches to wood as

long as the scratch has penetrated the surface of the wood itself. The [redacted]

company honors claims for damage as long as the damage has resulted from a one

time accidental occurrence and this customer reported that the scratches on her

product were present from sliding the chairs under the table. This type of

damage would be considered normal wear and tear and Bobs is able to help her

service this type of claim. As the customer’s merchandise is currently outside

of it’s manufacturing warranty period through Bobs it is not in the customer’s

best interest to offer a cancelation of her five year protection plan.

The time of sale is a very exciting time, not only for the

customer, but also for our sales person and I am certain our intentions during

this time were not to mislead our customer. Our Goof Proof Plan is an extremely

valuable investment when used appropriately and just like any other protection

plan purchased for automobiles or electronics there are certain exclusions that

must be followed in order to keep the plan fair for all consumers alike. As I was

not present at the time of sale it is rather tough to comment on the alleged

information the customer states she was provided by our sales person. I can

state that if the customer recollects being told scratches on wood are covered,

they most certainly are. Having been in this business for several years I believe

most of our industry refers to the term ‘scratch’ as a damage that penetrates

the substrate of the product’s finish. We are genuinely very sorry if there was

a miscommunication on our end at the time of sale. We recommend that the

customer contact us (Bobs Customer Care ###-###-####) prior to the [redacted]

company in the future, this way we can help to educate her more on the

parameters of her protection plan and aide in removing the opportunity for unnecessary

frustration she may have after receiving a denial result from [redacted].

I apologize again that this customer has experienced any disappointment

while seeking to get her concerns resolved. We at Bobs Discount Furniture are

making a conscious effort to provide this customer resolution for her concerns because

we truly do care about our customers.

Warm Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I finalized my order on 4/2/13, & was told I would have a call soon w/ a delivery date, and that soonest delivery would be 3 days (one of the reasons I was excited to order w/ them). I got a call for a date of 4/20/13. I was upset, but it was acceptable. A week later I got a call saying my bedroom would come 4/20, but couch not until 4/23. Aggravated. Get another call a few days later. Couch will come 4/23, but ottoman on 5/6. Now I'm really angry. Another call few days later. Chaise wont be ready either, so entire couch will be coming on 5/6.I'm living on my own for the first time. I wouldn't be so angry if the couch had come on the 4/20, and the bedroom set was delayed, because I don't have a mattress set yet. I've been impatiently waiting on my couch to arrive because after crazy 9 hour shifts waitressing, my air mattress kills my back even more. I need my furniture so I can get a decent nights rest for once!I'm angry because they rescheduled three times, and it's almost time for my SECOND furniture payment already, and I don't even have all my furniture. My first payment came up before I even got my bedroom furniture! I feel that it's ridiculous for me to have struggled to come up with that $225 for my first payment after my car died that week, when I didn't even have any of my furniture yet. Now I'm trying to come up with the second payment, and am still sleeping on an uncomfortable air mattress on my living room floor, because my couch isn't here yet.After the final call with them, I wanted to cancel completely & bring my money to someone who deserved it. Refund policy for special orders? Bob's Gift Card!!! I don't want a Bob's card! I don't want them having my business, period! I'm so furious with them. I will never shop there again, OR recommend to anyone, ever again.

Product_Or_Service: Eclipse bedroom set, Mercury sectional

Desired Settlement: Since my bedroom furniture is already here, it's too late to cancel my order under special circumstances. And since my car died & I had to get it fixed, and also make a furniture payment of $225 (when having no furniture in my house yet), which put me really behind on my first month of bills and rent, I would like to not have to pay for May's payment date. Any settlement less than that would be unacceptable to me.

Business

Response:

Business Response /* (1000, 5, 2013/04/29) */

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture and RAC acceptance for your recent furniture purchase.

I have researched your account as well as briefly discussed your payment terms and/or options with the assistant store manager [redacted] (newington office). We all understand the excitement of shopping for new furniture and the anticipation of delivery. We apologize for the merchandise delay however, the computer system shows that the bedroom set has been successfully delivered (4/20) and the sectional is expected to be delivered on 5/7/13. When merchandise is on back order we provided a expected date of arrival from the manufacturer, for reasons beyond our control the date is subject to change and we can not guarantee delivery until the merchandise is in our possession. [redacted] research your account further and contact you by the end of business today, 4/29/13. Bob's Discount Furniture does not have the ability to discuss payment options and/or compensation however, I expect that [redacted] go over all available options with you.

Your patience and business is greatly appreciated.

Consumer Response /* (3000, 7, 2013/04/30) */

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

No settlement offered.

Never was the term "back ordered" used in any conversations I've had. Everyone just kept saying my furniture will not be ready.

After I had already filed my complaint with the Revdex.com, I got a call the next day from bobs saying my furniture wouldn't come until may 18. I was furious and said that's unaccaptable, send me the red instead & get it to me ASAP. I got a date of may 7. Two days later, (last Friday) I got a delivery call saying it was now coming 4/30, today. So I rearranged my work schedule to take the day off, and guess what? [redacted] calls yesterday to tell me nope, it's still coming the 7th. Then I talked to apparently the store manager, who said the best they can do is this Thursday, the 2nd, and can't even guarantee that ill have it before 3pm, when I HAVE to leave for work.

This is the SEVENTH date I've been given. I'm furious. If I was told in the beginning that my stuff was on back order, I would have either 1) ordered a different couch, or 2) GONE SOMEWHERE ELSE!!!! I have even gone the extent of reporting this situation to the news station. I am waiting for their call to discuss it further before this is publicized.

Business Response /* (4000, 9, 2013/05/01) */

Revdex.com: This is a RAC (RENT-A-CENTER) purchase. Besides explaining that the merchandise is on backorder Bob's Discount Furniture has no authority to offer compensation or any alternate options for recourse. Ms. [redacted] will need to follow up with her local RAC office for further assistance; XXX-XXX-XXXX.When merchandise is on back order we provided a expected date of arrival from the manufacturer, for reasons beyond our control the date is subject to change and we can not guarantee delivery until the merchandise is in our possession.

Consumer Response /* (4200, 11, 2013/05/02) */

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

After changing the date once, maye twice, I should NOT have been called with another delivery date UNTIL the merchandise was IN their possession. Terrible company.

Review: We purchased a living room set 3 years ago with the extended 5 year warranty (goof proof plan). We were told during the purchase that EVERYTHING would be covered. The sales person really talked up this plan and assured us that it in the event that we needed to file a claim that everything would be hassle-free. So we decided to spend the extra money for the extended warranty. It gave us piece of mind, until now.

A couple of weeks ago our rocking recliner’s reclining mechanism broke and Bob’s refuses to cover it. Quality furniture should NOT break in 3 years! So, I called Bob’s and they sent out a technician. A week later a technician shows up at my house and looks at the recliner. He said that the reclining mechanism needs to be replaced but also said that Bob’s will probably not fix it. He was telling me how management instructs the technicians not to label the furniture in question as a “manufacturing defect” because then Bob's will have to cover it. He said the last time he marked a customer’s furniture as a “manufacturing defect” he was threatened with losing his job. I couldn’t believe that Bob’s would treat their employees and customers this way. They are blatantly trying NOT to satisfy their customers. When he called into the office he refused to label my recliner to the person on the phone in fear of losing his job. He said he knew it was a manufacturing defect but didn’t want to get in trouble. I sat there right in front of him while he had this conversation. He then handed me the phone and said “good luck”. I then spent the next HOUR arguing with the person on the phone. The man tried to say it was “normal wear & tear” and refused to do anything about it, even after the technician just said it was a manufacturing issue and the reclining mechanism needed to be replaced. If “normal” wear & tear means breaking after 3 years then your furniture is NOT quality furniture. No one buys furniture expecting that it will break in 3 years….that’s NOT normal.

I asked the man to transfer me to a supervisor and he transferred me to [redacted], she first told me that they do not make the reclining mechanism for my recliner anymore and there is nothing she could do. I asked her for a replacement if a repair was not possible and she refused. After almost another HOUR on the phone with [redacted] she asks me to hold while she sees if there is anything else she can do. After a long hold she returns and says that they actually do have the reclining mechanism and I can pay over $200 to have someone some replace it! I ALREADY PAID ALMOST $200 FOR THE GOOF-PROOF 5 YEAR PROTECTION PLAN THAT WAS SUPPOSED TO COVER THINGS LIKE THIS IN THE FIRST PLACE! This was unacceptable to us so I asked to speak with the head of customer service ([redacted] said her name was [redacted]). [redacted] was unavailable so she said I would get a call back in 24hrs. We received a call back over 24hrs later and my husband took the call. [redacted] was on the line, not [redacted], and she refused to rectify the situation as well. My husband asked to speak with [redacted] and [redacted] said she wasn't available and that she'd call back in 24hrs. That was OVER A WEEK AGO and we NEVER received a call back.

We have spent many hours on the phone and waiting for repair men to show up. The way we have been treated by the customer service staff is unacceptable. We are not asking for anything extra, just what we paid for and what is advertised and expected by the extended warranty plan.

Bob's Furniture is a RIP OFF and so is their extended warranty!. They do not stand behind their products and will leave you stranded with broken furniture even after you spent the extra money on extended warranties/insurance.Desired Settlement: REPAIR OR REPLACE DEFECTIVE RECLINER.

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.

In this consumer’s specific case there is no

defect present within the chair at all (after 3 years of use) therefore the

terms of the purchased protection do not apply. We stand behind the integrity

of our technician’s original report and we have fully researched the

allegations stated here regarding the technician’s behavior. Bobs Discount

Furniture does not negatively impact any of our technicians for locating defects

in products and maintain that the accusation stated here is a false

representation of the actual service visit that occurred.

As an extreme courtesy we are willing to offer this customer a one

time option for reselection (store credit to pick a different item) at a

prorated percentage. Please see below for the option outline, should the

customer wish to accept this offer they can respond to us via this Revdex.com channel

as ‘Satisfied’. We will have a retail representative reach out to the customer

to make them aware of their active credit after the Revdex.com claim has been fully

closed.

Option for resolution:

We will provide the customer

with 75% store credit based on the price paid to us for the recliner

(Credit = 299.25).

This store credit will allow the customer to reselect to a different recliner whose

normal wear pattern may fit their needs and longevity expectations better.

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

two months) we will expect to remove the current recliner they have in their

possession on the same date we deliver the new selection.

As an additional apology for the customer’s frustration

communicated, we will also cover the cost of any delivery fee associated with the

newly selected merchandise (that is approx. an additional $100.00 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.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I do not appreciate the response I received that disregards my original complaint and denies any fault in the furniture. My recliner does not recline as it is supposed to. Your technician acknowledged the problem and determined that the solution would be to replace the reclining mechanism. For you to insist that the is "no defect present within the chair at all" is absolutely ludicrous. If there was "no defect" then why did [redacted] in your customer service department attempt to sell me a new reclining mechanism?

Review: I purchased a coffee/cocktail table set amongst other things that were to go to 2 households that were literally about 3 blocks apart. When asked if they could split the delivery the woman told me she would have to charge another $100.00 for that. She would not ask a manager or anything simply said I could either move it myself or pay the extra fee (even though they had delivered to the second address before for a previous purchase). I chose to move it myself since she was obviously not willing to put in the extra effort of even asking or looking for a supervisor. Delivery day comes they set everything up and before they leave I notice a chair for the dinning set (first part of the order)was damaged. They put it back on the truck and said they would bring a new one next week. We load up the rest of the order consisting of the 3 piece cocktail table set, a pair of lamps and an area rug and drive it the 3 minutes to the other house. We unload everything and begin to set up the room. Immediately I notice one of the wheels on the bottom of the cocktail tables was loose. I lean the table over and it falls off. I turn the table over and the bottom level completely falls out. One of the lamps is also not in working order. We call customer service and they say I need to bring everything back to the original address in order to have it fixed. We load up the following week. They bring the new chair, new lamp and fix the table. We transport it back, AGAIN. Two days later the same table has broken in the exact same way as before. I call and they try telling me that the table was replaced not fixed because the crew that came out was not the repair crew. After I prove that to be false I am then told I need to wait another week for a new table. Apparently the men who fixed the table were not trained to do so. I am then told that instead I must now wait an ENTIRE MONTH for a new table or I can have them try to repair again.Desired Settlement: I asked for a refund so I can purchase elsewhere and I was flat out refused. I would like ALL of my money back and the table replaced. Either way I now know that Bobs Discount Furniture does not care about its customers. They only care about making money. I will never purchase anything from here again.

Business

Response:

I spoke with [redacted] on, October 23, 2013 and during the call she kindly expressed her frustration with the delivery service and damaged table. At this time her only unresolved concern is in regard to the liftop cocktail table; I informed [redacted] that the table is currently on back order with an expected date of arrival of, November 16, 2013 and we will contact her when delivery can be scheldued. Once delivery of the table is complete we will discuss compenation for the damaged merchandise and inconvenience.

In additon I explained that delivery charges must be assesed for each address, regardless of the distance between two the two, a fee will be charged.

Bob's Discount Furniture appreciates [redacted]'s business and apologizes for the inconveneice we have caused.

Review: My wife and I ordered a table and chairs set from Bob's discount furniture; the table and chair set has been fine until recently. There is soem sort of wood "shrinkage" issue to where there is a gap in between the table and it wont shut properly. There is also finish issues with the table; the shinny finishes is disapating, and the table is really starting to look bad. There are also 2 large cracks in one of the table legs, that I believe cause structual integrity concerns. The chairs themselves are showing lots of scratches and possible warping. When my wife and I purchased the items, we were sold on an extended warranty where the sales representitive explained that if "anything" happened to the table or chairs within a period of 5 years (even if it was my fault), that Bob's would either fix or replace the items. I called the company to schedule service; the company came out and determined there was nothing they could do because the table wasn't made anymore and that the issues were not fixable; the tech then handed me to customer service who basically washed their hands of my and my wife saying it was out of manufacturer warranty and that because the issues were not "accidental" and due to poor quality, there was nothing they could do. I explained I ordered the extended warranty, and they stated they could not honor that, and that my only possibilty was to call "Guardian" and place a claim with them. I did that, and they too said they couldn't help me. I called Bob's back and spoke with several people, and they all would not help me whatsoever. I also went to the store and spoke with a manager ([redacted]), and although he agreed with me and my situations, said there was nothing he could do becasue coporate controls everything and I would really need to go through them. I called and asked to speak with a manager, and she too said there was nothing they would do for me. My issue is that I paid for extended service and replacement warranty, and Bob's wont honor either. Neither will the warranty company. The salesperson clearly told me that all issues would be resolved by Bob's, and they would try to fix the problem, but if they couldn't, they would replace...no questions asked. To my point; whether he was wrong or right, doesn't matter....it was what we were sold and shook hands on. This needs to be fixed!Desired Settlement: I would like to have the table and chairs replaced; store credit is fine being they no longer make the table my wife and I purchased according to customer service.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our apologies for any disappointment

this customer is experiencing with the protection plan purchased in 2012 or the

service they have received from our offices.

Regretfully I am unable to locate any account information that matches

this consumer’s complaint within our internal records.

I have looked under the name, phone number, email address, and address

provided here and can only access a sales order that was recently delivered on

04.04.2015 (this sales order includes no dining room set).

Can you please ask the consumer to verify the invoice number (order number)

associated with their purchase so that I can proceed in assisting on this

complaint further? They can locate this order number via the sales

receipt provided at the time of purchase.

If the invoice number is unavailable please ask if the

customer can provide the original delivery address for this merchandise or any

alternate phone numbers/purchaser name(s) that may bring up their account

records for this dining room set.

We ask that the customer responds to us thru this Revdex.com channel so that your

efforts in excellent mediation assistance are not wasted.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]I am rejecting this response because: The company was unable to locate original order. The original order was delivered to [redacted]. The phone number for the order is [redacted] and the order was both under [redacted] and [redacted]. According to the store where I had spoken to about this complaint, there was two customer profiles for me...one for my previous address [redacted] and one for my current address ([redacted]. Hope this helps

Thank youSincerely,[redacted]

Business

Response:

Good Day Revdex.com,

Our offices are in receipt of this rebuttal on 4.15.2015 and

we are communicating back to the customer on 4.15.2015.

Please pass on our thank you to the customer for the

information disclosed regarding the dining room purchase. I was able to locate

the account in question and reference our technician’s report from 4.11.2015.

This merchandise was delivered to our customer on 10/04/2012.

In the year 2012 Bobs Discount Furniture offered our customers a one year

guarantee against any factory defect concerns. This means that this customer

has been outside of warranty directly thru Bobs since 10/04/2013. It is common

that we will send a technician out to see what may be able to be repaired at no

cost to our customers as a courtesy. This service visit produced unrepairable

results and even though the technician deemed defects present in the product

the customer is outside of his warranty period thru our business. Our business

is completely within our right to deny recourse options at this time as there

is no active coverage available to the customer for defects thru Bobs Discount

Furniture. It should also be considered that no warranty covers normal wear and

tear or accumulated damages. This means that concerns like “my table’s finish

has lost its shine (after several years in the home)” or “my chairs are showing

a good amount of scratches and becoming wobbly (after years of use)” are NOT

coverable occurrences thru Guardian or Bobs Discount Furniture. Any product – A

dishwasher, a sofa, a table, tires on your car, an ottoman, a coffee table, a

recliner, a storm door to your home, or your garden hose should be expected and

anticipated to show signs of normal wear and tear after several years of use.

The Goof Proof Plan sold in 2012 offered coverage against

various types of accidental occurrences only. This protection plan is not the

same as the protection plan we currently offer (Goof Proof Plus) which provides

coverage against most accidents and defects for five full years. During the

time of sale in 2012 the provisions of warranty coverage thru Bobs (one

year) and the terms of the Goof Proof

Plan would have been expressed in writing via a sales flyer, trifold, and the

customer’s original invoice. The customer reported no concerns at all to us within

their Bobs warranty period for this table.

As an extreme courtesy and because we are a company who

cares about our customer’s we have provided a one time offer for resolution regarding this

concern.

As this is a one time only courtesy- It should be expected that for

any future occurrences of concern, on any other sales order, this individual

consumer is agreeing to adhere to the terms and conditions of their warranty

coverage and the determinations of Bobs Discount Furniture’s Service

Professionals. Our Service Policy is fully disclosed on the customer’s sales

invoice and provided at the time of sale and I have attached a copy of the

terms and conditions the Guardian company honors claims by.

Offer for

Resolution:

We will provide the

customer with a Bobs Discount Furniture Gift Card in the amount of 50% the cost

of the table and chairs on this dining room set. The customer’s original sales

invoice has been attached for review and as you can see the table cost =

$137.52 and the chairs (6) cost= $276.84. Should the customer wish to accept

our courtesy offer the Bobs Discount Furniture Gift Card would be provided to

the customer in the amount of $207.18.

Our technician’s

report only indicates a manufacturing defect present in the table so by even

considering the chairs into this equation we are providing a second courtesy to

the customer. The server that is listed on the original sales receipt is not a

consideration we are willing to make as we are already working above and beyond

to appease this individual’s demands.

Should the customer wish to accept this

offer they are able to contact our Customer Care Offices at [redacted] (Mon-

Sat -6:30am – 8:00pm/ Sun 10:30am – 7:00pm) or communicate again to us via this

Revdex.com channel to have this offer fully processed.

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 is satisfactory to me.

Review: I purchased a Bob-o-Pedic gel plush queen mattress on 10/12/2013 along with queen standard bed protector. I noticed on tear in the fabric on lower left side of the mattress when changing the bed. I called customer service and technician came out and said they can sew it. The tear was not at the seam and the rip looks like it is shredded. the mattress protector was on the mattress day one. I contacted customer service again in July and said this was not factory defect and they could not replace mattress. I believe this is factory defect in the fabric because the fabric or material in fabric tore apart. Bob's discount furniture guarantee goof proof insurance for free for one year. We were told that when we bought the mattress and also told mattress had 10 year warrantee. I would like Bob's furniture to replace the fabric or side of the fabric where the defect is. Can not just sew it since edges are frayed/shredded.Desired Settlement: I would like fabric replace on mattress or mattress replaced.

Business

Response:

Good Afternoon Revdex.com,

I spoke to

our customer via telephone today (8.04.2014) and scheduled a date to replace

this mattress on 8.07.2014. We will take away the damaged mattress and deliver

our customer a factory fresh model because after a deeper inspection of this

report and our technician’s photos I do feel our customer has experienced a rip

as the result of a factory defect. Bobs Discount Furniture apologizes for any inconvenience

we have caused our customers and thanks [redacted] dearly for their

business.

Kind

Regards,

Bobs Discount

Furniture

Customer

Care Corporate Liaison

Review: I purchased a dinning room set with a warranty, 30 days after delivery a noticed a huge crack in the corner of the table crack was 1/4 inch wide by 15in long split in the wood. I then called bobs they set out a rep he told me that it could not be repaired it needs to be replaced. I said ok when he said we will call you. its been 8 months no call. I just called them and they told me that tough luck its been 8 months and they cant help me. wowDesired Settlement: repair the table or replace it...

Business

Response:

Good Afternoon Revdex.com,

Please pass on our apologies to our customer for the disappointment

he has experienced with the table he purchased from us.

Our records indicate that on the original date of service

we spoke directly with [redacted] and confirmed the reasons why we were unable to

offer an even exchange on the table.

Per our records on 6.14.2014:

1108 to 1130

table top: rsf top wood corner has almost 5" crack (1/8 of an

inch thick). This is season crack/mfg good. Top of table on several spots have

scrapes (5" and 10" approximately/cc good).

I spw customer [redacted] who is

a carpenter - he is stating there are no scrapes on the table - just very fine

lines that he isn't even concerned with - feels table s/be replaced due to mfg

defect noted.

Contacting AMS for approval on eex - denied per [redacted]

Above Comments Added By[redacted]

On 06/14/2014 at 12:14

We did speak with the customer again on 2.03.2015 and one

our Customer Care Team Leads has logged that [redacted] confirmed his table has customer

cause damages on it. In order to keep resolutions fair for all consumers alike

most retailers consider a warranty period void when the item in question has

additional damages that have occurred as a direct result of use or environment.

If [redacted] is willing to send in current photos of his table

in its condition overall we are willing to look into this concern further and

verify if we are able to process a one time even exchange as an extreme

courtesy for this customer.

Please ask [redacted] to submit photos to us via this email

address: [redacted]

Please ask that he provide a subject line of: Cr: [redacted]

Please ask that he provide a minimum of four photos:

-Photo

of the crack at a close range

-Photo

of the “scratches” he has disclosed as present at a close range

-Photo

of the table top from a distance so its entire condition can be seen

-Photo

of the table and its set components at a distance (table and matching chairs)

Kindest Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Review: bought in 2008 [redacted] couch set, which includes 4 recliners, my husband's recliner handle broke in july2013, we immediately contacted bob's to get it fixed, a serviceman came out 2vweeks later stated no longer under warranty, you have to pay to get fixed.WE SAID NO PROBLEM ORDER PART COST 30.00, 2weeks later in the mail comes the part call service dept took another 2 weeks to come out again,again TOLD BY SERVICEMAN WRONG PART,HE HIMSELF CALLED PARTS DEPT TO ORDER CORRECT PART. SO TODAY A THIRD SERVICEMAN COMES OUT AND YET AGAIN WHAT A SURPRISE WRONG WRONG PART!!!!!i have spoken to 3 service case managers and all they continue to say is SORRY!!!!!!! I requested today via manager [redacted] to have this expedited overnite when hopefully correct part is ordered this time was told by manager they do not have this capability!!!! I continued to explained this is since july and now 10/1/13, REALLY POOR CUSTOMER SERVICE AND I WAS GOING TO NOTIFY YOUR OFFICE, PLEASE POST THIS SO NO ONE ELSE DEALS WITH THIS COMPANY. THANK YOUDesired Settlement: POSTING ON YOUR WEBSITE, CALL MADE TO BOB'S [redacted], AND REPLY TO ME BY EMAIL WITH ANT RESOLUTION THANK YOU SO MUCH FOR YOUR HELP

Business

Response:

Good Afternoon Mrs. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the issues surrounding the replacment recliner handle. There has been a design/style change with the recliner handle for your sofa. Since your sofa was designed in 2008 the manufacturer no longer has inventory of handle you need.

I have processed the necessary paperwork to refund you the $30.00 you paid however, we are unable to complete your part order request. I apologize customer care nor the service technican informed you of such.

Bob's Discount Furniture appreciates your business and apologizes for the inconvenience.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

Carolyn Cedrone

I find their answer totally UNACCEPTABLE AND RIDICULOUS no one ever told us this no service tech or parts manager!!!!!!!!! I wonder how long it will take them to refund my money,probably eternity!!!!!!!!!!!

Review: I purchased a sofa love seat and ottoman of bonded leather. Just after a year I noticed that something was wrong with the legs and the sofa was bowing in . I called because I purchased a good proof plus warranty . I called Bobs furniture they sent a technician out . He said there were 4 holes to screw in the screw in the four corners not each corner only had 2 screws in instead of 4 . He tried to straighten them out . After a couple of weeks I noticed if bending again , they came out again and the technician agreed that the legs are bowing in . I received no information regarding my complaint so I called again and again a technician Dane out agreed there was nothing he could do , agreed that the legs were just to thin for the sofa , love seat and ottoman and this was the way it was made and there was nothing he could do and put me on the phone with bobs customer service . They said that this is the way the sofa is made . I told them that I was not happy that the legs are very thin for this type of sofa and I will not settle to have a sofa in my house that is bowing inwards .Desired Settlement: I would like the sofa set to be exchanged for a comparable set with more sturdy legs .

Business

Response:

Good Morning Revdex.com,

In an extreme effort to meet this

consumer’s demands for resolution we will make a one time only courtesy offer

for resolution (listed below). Should the customer wish to accept this offer

they are able to contact our Customer Care Offices at ###-###-#### (Mon- Sat

-6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it fully

processed.

As this is a one time courtesy- It should be expected that for any

future occurrences of concern, on any other sales order, this individual

consumer is agreeing to adhere to the terms and conditions of their warranty

coverage and the determinations of Bobs Discount Furniture’s Service

Professionals. Our Service Policy is fully disclosed on the customer’s sales

invoice and provided at the time of sale.

Courtesy Offer for Resolution:

If the customer would like to reselect to

a different set we will provide a credit (store credit) of 100%. This 100% will

be based off of the original cost paid for the sofa. In the interest of

fairness we would ask that if the customer wants the new furniture they select

to be delivered they cover the cost of that service as delivering the

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

merchandise. We will expect to remove the current set the customer has in the

home before or on the same day the newly selected item is delivered. This one time offer of reselection will

fulfill the goof proof warranty and that policy will be considered satisfied.

Kindest Regards,

Tracy S[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: I purchased over $3,500 in furniture at Bob's Discount Furniture May 2014. I purchased a full queen bedroom set inclusive of headboard, footboard, the frame of the bed (which Bob's call the "rails), box spring, memory foam mattress, 6 drawer dresser, also a leather sofa and loveseat for the living room, a dining seat with 6 chairs, and a twin size memory foam mattress. At the sale, the representative was very frazzled while working with the computer. During the sale I purchased an extended warranty to cover any damage that should occur to all the pieces of furniture I purchased. They were having computer issues and she had to start the "sale" on the computer over. I financed on their $0 down, 0% interest due to my good credit. During the finance procedure they had more computer issues. I was in there about 2 hours total while they processed this sale. I realized during her input of the sale while they had computer issues that the sales rep, Robin, placed the warranty on all the pieces of furniture I purchased, except the footboard, headboard, and rails of the bed. I was told to contact customer service to fix the issue and get updated warranty paperwork to include footboard, headboard, rails. Customer service gave me run around & directed me to the store. I've spoken with [redacted] at the store and the manager which is [redacted] admitted that his sales associate made an error during the sale and that he could tell by the paperwork and their system that she forgot to select a button which would have automatically highlighted all the pieces of the queen bed set. He admitted it didn't make sense for it to just have been placed on the dresser only, but not the rest of the bed. He said he notified his customer service dept to fix issue and send updated paperwork for my records. I called the store at least 3 times speaking with [redacted] & still don't have paperwork showing the warranty was corrected. I don't want an issue with the furniture and then I'll be screwed over since I have nothing in writing.Desired Settlement: I want Bob's Discount Furniture to provide me a copy of the updated warranty inclusive of my queen headboard, footboard & frame of the bed (rails). The store manager [redacted] says it's in their system and not to worry, but I don't feel comfortable with this. Nowadays, if it's not in writing then it doesn't count. I want the updated warranty in writing showing they fixed their error. [redacted] says customer service hasn't responded to him with the requested documents. No one is helping. Please help!

Business

Response:

Good Afternoon Revdex.com,

I have spoken with [redacted] today and provided her with my

direct contact information. I can certainly understand why our customer felt

the need to escalate her claim and I am so sorry that we haven’t been able to

resolve her concern in a reasonable amount of time. We have entered the

paperwork to correct our sales error and should have the copy of the updated

receipt to [redacted] before the close of this week.

Thank you for providing us with an opportunity to make our

failures right,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I have couple of people complaining about their furniture material. I purchased their insurance warranty and now that I'm filling a claim they are saying they can not help me out , simple as that. I feel like the material they used on the furniture I purchased was damaged and I called to complaint they send it a technician and the technician wasn't able to put the furniture in a good condition he mentioned "well you get what you pay for" they I had same issues with the furniture all broken because of the poor, used or damaged material used on my furniture and they said I'm sorry that's not something we can help. I tried multiple times to solve this without having to file a complaint and I was treated disrespectfully and I also have multiple clients that had the same problem. I will like to open an internal investigation about the material used from them to make their furniture since their furniture got damaged so quick after original purchase.Desired Settlement: I just want this items to be replaced if they can not be replaced then I can live w store credit

Business

Response:

Good Afternoon Revdex.com,

As a furniture retailer

Bobs Discount Furniture carries many sets from multiple manufacturers that are

constructed with quality materials and workmanship. We display the materials

used within our furniture on placards in our showroom to provide our customers

with the most education before their purchase. Bobs Discount Furniture offers

every customer a one year factory defect guarantee on new merchandise and we

provide our customers with the option to purchase a protection plan called Goof

Proof.

Goof Proof is intended to

offer coverage against accidents that can occur in the home causing damage to

our customer’s product. As with most protection plans, there is an expectation

that the furniture will be kept in an overall good condition prior to an

accident occurring, this plan is not intended to be used for instances of

accumulated damages or wear and tear.

Bobs has offered our customer

quality service at no charge to assist with the instances on damage this

merchandise is experiencing. I have attached photos that our technician took

while in our customers home today (7.24.2014) for your further review. There

are instances of damage being reported for items that are no longer present

(I.E. seat to one of the chairs is missing); the chairs that are experiencing damage

concerns show evident and various signs of staining and wear and tear. The arms

of the sofa’s are cracked against the structure of the item itself causing them

to cave in as depicted in the photos.

This merchandise has been receiving

use just shy of two years in the home. Bobs has offered our customer a

resolution of service repair which is truly going above and beyond given the

overall condition of this product. The customer refused to allow our technician

to repair this merchandise while we were in the home today. I apologize to our

customer that the merchandise he selected has not lived up to his standard of

value and we are still open to helping resolve these concerns through service.

Consumer

Response:

I've received pictures of items I see everyday. I haven't received a solution since day one I had this problem. I want those items replaced or fixed to it's original stage (purchase day) same material. Last time they put a hard material on the sofa and did a poor fixing on the table chairs, I believe if I buy something and it gets damaged soon I'm entitled to a new one or if they going to fix it, then it must be fixed to it's original looks. I spoken to several other clients and family and same problems have been accurring. We are nice people but we need solutions too. Please do not ignore this matter

Review: [redacted]

I am rejecting this response because:

Sincerely,

Business

Response:

Good

Morning Revdex.com,

Please

let [redacted] know that it wasn’t my intention to frustrate him further with my

initial response to his posting. We have offered our customer the best

resolution that is available to him. The reality of this situation is that a

furniture retailer is responsible to provide resolutions for factory defects

that occur to a product within the expressed warranty period provided during

the time of sale. [redacted]’s merchandise is not damaged as a result of a defect

and as pictured, has sustained many instances of customer caused damage. Offering

to repair his product (at no cost to [redacted] and outside the expressed warranty

period) is beyond what Bob’s responsibility is. We are working at full capacity

to resolve our customers concern. [redacted] can contact our Customer Care Office

(###-###-#### Mon-Sat 6:30a -8:00p) at anytime to schedule a repair technician

and we will service this merchandise to the best of our abilities. On a very

large scale we continually resolve our customer’s concerns with first class services

and our fleet of professionally trained technicians.

Bobs Discount Furniture

Review: We purchased a sofa bed and chase. They were supposed deliver it and assemble it on 12/10/15. . When they delivered it, they left it in bags and did not set it up. We reported this immediately. Upon sleeping on it, we realized that we were sinking right through the mattress and laying on the springs and bars. We noticed that the two sofa bed legs do not even reach the floor. We also noticed a stitching issue on the sofa bed. The couch was defective. We reported all of these problems within three days. A technician came out to review the unit and determined it was defective. Bob's was unable to resolve the mattress issue or the leg length issue. We went out and spent our own money and bought a mattress topper for $300 so that we could at-least sleep on it. Bob's scheduled a replacement delivery for Saturday 1/16/16. When we scheduled that delivery, the agent told us that if there were any other issues that a supervisor could approved a full refund. I am sure they record these calls and this information can be verified. They never showed up or called. I called them on 1/18/16 and that had no explanation at all. I asked for a full refund and they refused. They said the agent gave us bad information. Their only resolution was to make us wait another few weeks to have a replacement delivered. This is absolutely unacceptable. In addition, we were placed on many long holds and even hung up on several times.Desired Settlement: Based on what the Bob's Employee told us and the numerous issues we have had, we would like a full refund for the defective couch.

Business

Response:

Good Afternoon Revdex.com,

I am truly sorry that our

customer experienced any failure with our delivery service and the product

initially delivered to them. I further apologize that we were unable to repair

this concern with our service team and convey to our customer that we sincerely

want to provide them with the merchandise they purchased from us in the

excellent condition they expected it in.

We provide our entire customer

base with a sales invoice that clearly indicates our ‘Service Policy’. At this

time we have offered the appropriate resolution to our customer to solve their

concern, within the communicated policy. This invoice is commonly signed as

agreed to by our customer prior to the close of the sale and also clearly

represents that we do not offer a refund on an item that we have the ability to

replace (with a non-defective model) for our customer.

We also communicate the same

details in similar verbiage via our website:

If we are unable to repair a

defective item we will replace that item for our customer and this is the

current resolution we have in place. It is imperative that we uphold the

integrity of our communicated procedures so that all customers alike may be

treated fairly during any quest for resolution.

Kindest

Regards,

Stephanie

** G[redacted]

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Business

Response:

Good Morning Revdex.com,

Please pass on our

sincerest apologies for the level of failure our customer is citing to have

endured overall. I assure our customer that I am communicating the information

that I have located within our records.

As a business we

absolutely have a sound and appropriate resolution in place (pending exchange

on 2.06.2016) however at this time I feel the negative impression this customer

has of our business is nearly unchangeable. I believe that should we deliver an

item with no manufacturing concerns the customer will still remain unhappy with

their purchase from us overall.

With this being considered

we will agree to work outside of our policies and offer to remove the sectional

and sleeper sofa mattress and provide our customer with a refund of the price

paid for these items ($899), Special Order Fee ($39.99), the payment we

received for the Goof Proof Plus Protection ($99.99), and any applicable state

sales tax after the merchandise has fully returned to our inventory.

If the customer would like

to accept this option we can keep their current scheduled date of 2.06.2016 and

remove the sectional and sleeper sofa mattress on that date or we can select a

different date based on the customer’s preference.

Our business values the

mediation services the Revdex.com provides, however should the customer prefer to

contact me directly to discuss our offer further they are welcome to by email

at [redacted] .

In closing please note

that I am leaving the customer’s account scheduled for the pending exchange on

2.06.2016 pending confirmation from the customer.

Sincerely,

Stephanie ** G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: I ordered a TV chest from Bob's in [redacted] on 9/7/2013 with salesman [redacted]. Customer #: [redacted]. I have several complaints not only about the failure to deliver my paid for item on time, but also about the poor quality of your customer service who took no responsibility for the failure to deliver and seemed entirely helpless. I received a call the night before my delivery that it was to arrive between 7:16-10:16am. When my item did not show up, I attempted to call the number on [redacted] business card since he ensured me that I could reach him directly at that number. The number on his card led me to the general customer service center and not to him directly. The first customer service rep informed me that my purchase had been canceled but had no explanation for why. She then told me that she would find out if the item was still on the truck and call me within an hour. Over an hour later and no phone call, another customer service agent told me the same thing. Again, an hour later and no phone call, I called the service center again and was told that my item was not on the truck. I then was put in touch with [redacted], an account managing specialist, who told me that when an item says that it was 'canceled' that it is not on the truck. This is clearly something that the first agent should have known and told me. There was absolutely no explanation for why my item was not on the truck and could not be delivered. The only option was to reschedule my delivery with only a half-hearted assurance that it would actually come the second time around. [redacted] made me feel like Bob's was taking no responsibility for their failure to deliver my item that I have already paid for. My true anger is that if I had not called Bob's myself, no one from Bob's would have contacted me to let me know what was going on. This has been more aggravation than the chest is actually worth.Desired Settlement: I would like my item delivered as schedule on Wednesday and have my delivery fee refunded.

Business

Response:

Good Morning [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologoize for the delivery experience and lack of customer care follow up.

Upon researching your account, I was pleased to learn that delivery of the TV chest was successfully completed on 9/18. According to previous notes it appears that the chest was not loaded onto the delivery truck for the intital delivery; I apologize customer care was unable to determine this and inform you in a more timely manner. We understand the importance of your time, anticipation of recieving new merchandise and we apologize for the inconveneice we caused.

Your request for compensation is understood. Since you recieved the benefit of delivery/assembly service, I am unable to refund the delivery fee however, I will be happy to issue a gift card equivalent to the delivery fee which you can use toward an accessory item to compliment your new furniture. The customer service you described recieving will be addressed internally.

Review: I purchased a full set of furniture from Bob's Discount Furniture in [redacted], ** in April 2014 AND I paid for the "Goof Proof" five year protection plan that extended beyond the warranty. Since that time, my furniture has literally fallen apart and the loveseat is totally unusable. The loveseat sinks in, the foam settled in a corner of the cushions, the fabric tore with normal sitting, the springs seem broken. The bed was fixed once, but then I had to get a carpenter AT MY OWN EXPENSE to fix it again because it falls on the floor. The coffee table, entertainment center, night stand and dresser have chips and flaked off flakeboard. A corner on the entertainment center's drawer has broken off. The furniture looks like it is 20 years old instead of a little over a year. I have had many sets of furniture in my lifetime. This is the one and only set that fell apart. The store says I should claim it through the 5 year protection plan I purchased at the store with [redacted], and the folks at [redacted] say it is definitely manufacturing defects and I should follow it up with the store. Neither will accept responsibility.Desired Settlement: I would like a complete replacement or refund as this furniture is totally defective.

Business

Response:

Good Morning Revdex.com,

Our records indicate that the Sofa, Loveseat, Cocktail

table, and the TV chest were delivered on 04/17/2014. We initially reviewed

photos of this merchandise in late October of 2015 and communicated to the customer

that the concerns pictured were not coverable occurrences for replacement under

the conditions of her Bobs Goof Proof Plus Plan, I.E – we determined that there

were no factory defects present.

The customer has since commanded that we review her account

again and we have already set up a resolution for this dispute.

At this time the customer’s account shows that they are

awaiting a service professional (scheduled for: 12.10.2015) to assess the

reported damages and repair if possible under the terms of the ‘Service Policy’

we list on our sales receipt (and the customer commonly signs as agreed to at

the time of purchase).

Our responsibility as a business under the associated

coverage on this merchandise is related strictly to factory defects. Again our

policy can be located on the original sales invoice or you may view the same

information in the form of question/answer thru the below link to our website.

We maintain confidence that the service professional

arranged for 12.10.2015 will be able to provide satisfaction with repair and/or

an alternate results for any factory

defects present. If there are no factory defects present we will be

unable to offer the customer further recourse as the terms we communicate

(whether written or verbally) at the time of sale and via our website are in

place to keep resolutions fair for all customers alike.

Kind Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Even the goof proof protection rep said the problem is a manufacturing defect. After all, material used is flimsy enough to rip and tear when sitting on in in one year's time and the stuffing in the attached pillows has balled up and DISAPPEARED. How can you say that is not a fault of the manufacturer? Plus the springs sunk so we cant sit on the furniture -- if the piece was manufactured correctly, this too would not be happening. We are a house of four adults who all work so we are not even using the furniture during the day. For wood (or flakeboard, not sure what it is) to flake off of pieces , fabric to tear, springs to sink in...all for a few hours of usage some nights in a little over a year's time, certainly DOES seem the fault of the manufacturer. I have owned sets from many manufacturers through the years and so have my extended family and none of us have ever seen or heard of this happening. They need to take responsibility that thiese are faulty manufactured products and stand behind them as they said they would when I purchased them.

Sincerely,

Review: I purchased items from store. Set up delivery dat. No merchandise delivered. Following day was promised delivery without delivery. Cancelled order due to poor customer service. Have been waiting for 2 weeks for return of money. I made 3 separate call to inquire about the money being returned/. All say will be returned in 24 hrs and still as of today no money returned. So. I have no furniture and no refund.Desired Settlement: need my money refunded.

Business

Response:

Good Afternoon Ms. [redacted],Thank you for choosing Bob's Discount Furniture. I researched our system and found a purchase under the last name, [redacted]. I apologize that we did not complete delivery as expected. I'm sure this must have been a disappointment and inconvenience. According to our records, delivery was originally scheduled for May 30, 2015; the delivery team was running behind schedule and you agreed reschedule for the following day. The following day you called to confirm the expected timeframe for delivery however, since we had added you to the delivery schedule, the timeframe was not available. By 2:45pm that day, we were informed by the delivery team that their truck had broken down, thus further delaying the completion of their deliveries. Understandably you decided to cancel the delivery and order.Please allow me to assure you that your experience is not reflective of our delivery service and I sincerely apologize for the inconvenience we have caused you. If given another opportunity to gain your business, I will make myself available to you and follow through with the delivery to completion. If you reinstate your order, I will apply a gift card to your account, as a token of our appreciation. Otherwise the refund for the canceled order was released to your credit card ending in [redacted] on June 5, 2015.Bob's Discount Furniture appreciates your business.Thanks,[redacted]

Review: In March of 2015 I purchased a children's bedroom set at Bob's Discount furniture in [redacted]. The bed deliveried was broken. When I requested replacement parts I was told they would come in the mail, when this did not happen I called the customer service line again and the scheduled for a delivery of a bed. Upon arrival for this delivery the delivery man claimed that he didn't have all of the needed parts to provide me with a new bed. Following this incident there was two more attempts to deliver a new bed, each attempt resulting in broken parts or the delivery person not having all of the parts that he would need to build the new bed. After all of these attempts it was agreed that Bob's Discount Furniture would take back the entire bedroom set. I was promised a full refund but thus far so have only received $106.34 9 of the total $1168.77 for the set. Each time I call the customer service department I get a different answer/excuse for this.Desired Settlement: I need the promised full refund as quickly as possible! Bob's discount furniture had been playing with me and has had my money since March 2015, now we are in June 2015, and I have no bedroom set for my daughter and I don't have my refund!

Business

Response:

Good Afternoon Ms. [redacted],Thank you for choosing Bob's Discount Furniture. I apologize that we failed to properly deliver and assemble your daughter's bed. I imagine how excited she must have been to get a new bed only to be disappointed when she wasn't able to sleep in it. I have shared your experience with members of our delivery and quality control management teams and I assure you that they will review your account to determine what went wrong and how to prevent it from occurring in the future. Your patience during the process is appreciated however, given the repeated delivery attempts, your decision to cancel the order for a refund is understood. I assure your that your experience is not the norm of our delivery service. If you grant us the opportunity to reinstate your order, I will personally oversee the process from beginning to end and I will apply a $100 gift card to your account to either be used toward the purchase or an accessory item to compliment the furniture. Otherwise a refund check in the amount of $1062.45 was processed and mailed out to your home on June 5, 2015 and you should expect to receive it within 10-14 business days.Thanks,[redacted]