Bob's Discount Furniture

Review: Last year I moved out of my parents house to my new little apartment shopping around for furniture I decided to check out Bobs discount furniture the guy attending us told my fiancé and I all about the products we fell in love with a set of bed frame and 3 drawers one including a mirror which was perfect for us we also glanced around some more and decided to add a double twin bed couch which we thought was amazing. Now at the time of purchase we rounded to about 2,000 plus taxes with good credit I was able to finance with [redacted] which ended up being $150.00 a month plus interest chargers. After settling in we noticed the wood from the drawers were very weak and the double twin couch didn't seemed so stabled. After a few months of purchase our bed frame broke in half, I would call the company and complain tons of times but they seem to not put much interest besides them having to oder parts and the parts never coming. I would call plenty of times and thought maybe I wasn't getting any attention because I was not insuered I told the lady maybe I should of got insurance cause it seems they don't care for people that are not insured then she told me that the insurance company I would of had was no longer existent since 2010 so at the time of my purchase in 2014 even if I would of got insurance I would of paid out of pocket anyways cause they no longer had a insurance company.Desired Settlement: I care nothing for this company and refuse to ever go back and buy a product from them.

There products were not good at all and wouldn't recommend no one to buy from them.

I refuse to keep paying for the products and would rather get my money back so that I can pay wells fargo and stay away from a debt

Business

Response:

Dear Revdex.com,I spoke with Mr. [redacted] on June 10, 2015 and expressed his concerns with the quality of the drawers on the chest and dresser, as well as the frame of the queen size bed. Mr. [redacted] states that the issues with the bed and drawers occurred shortly after the 2013 delivery however, there are no notes on the account reflecting these issues.Although the one year manufacturer warranty has expired, I asked that he send photos of the drawers so that we could determine if our technician can either repair them drawers or if replacement parts are needed. In regard to the bed frame, Mr. [redacted] has discarded all but the headboard, therefore we are unable to inspect it and determine the cause of the damage. In our effort to provide the best possible customer service, given the [redacted] dissatisfaction, I have offered to issue a gift card to be used toward the purchase of one of our conventional metal frames or a new bed. Mr.[redacted], will speak with his wife and either call or email me back.Thanks[redacted]

Review: BoB's has a program with [redacted],called [redacted].Now when we first agreed with the program,they told us to pay our couch set for a year straight on time and the furniture is your's.Well we did and we paid over $2,500.00 (BEFORE INTREST),but they told us after they fire the person who sold it to us that we owed another $2,500.00 and we will be done.so knowing we were getting robbed by them,we sent the furnituere back.and now everyday they call my girlfriend [redacted] fo more money.now when the people came for the furniture they examined it and determined that the 1 coffee table and left the end table because they said it was a set.so they wrote it off as paid and left it.Well we did't want it so we got rid of the stuff.Now BoB's is saying we have 3 tables and still trying to charge us $230.00.so where do we go from there since it was their mistake before they told us the so-called truth.We paid all that money and didn't get anything out of it.SO COULD YOU PLEASE HELP US WITH THIS MATTER.Desired Settlement: CHECK OR CASH.BECAUSE THE FURNITURE STILL LOOK BRAND NEW. WE BARELY SAT ON IT BECAUSE WE WREN'T HOME HALF THE TIME.AND THAT WAS A WASTE OF TIME!

Business

Response:

Good Afternoon [redacted],

I apologize if you were unaware of the terms of your [redacted] contract. I called you at both telephone numbers listed in the Revdex.com complaint and left a message on, 6/27/14 at 10:35am but, you have yet to return my call.

You selected furniture from the Bob's Discount Furniture showroom however, you entered into a contract with [redacted], who owns the furniture but leased it to you. Bob's Discount Furniture is unable to alter any portion of an [redacted] contract.

I will be happy to research your account, if you provide your order number, approximate date of delivery and store location however, you will need to dispute any charges and merchandise possession with [redacted].

Sincerely,

Review: After submitting a claim under the companies "Goof Proof" services, it was determined by [redacted] that an exchange of the Sofa was to be completed within 60 days of the findings. [redacted] is used for Bob's Discounts extended warranty at which the item will either be repaired or replaced at no cost to the customer. In the literature I received regarding the goof proof, no where was it stated that the goof proof on the product exchanged will then be cancelled out and a new goof proof policy must be repurchased for that merchandise to be covered under the extended warranty. The account manager I spoke to discussed the issue and pretty much determined that perhaps a rep at the store did not give me the proper sheet that described the goof proof in detail, that there are 2 different sheets used. I told him that after discussing with guardian, paperwork mailed to my house and reviewing guardians website, nowhere does it say there is a 1 time exchange not he item and the extended warranty is then voided. I tried to resolve the matter with the AM but we pretty much determined that no matter what it is policy that I must pay an additional $99.99 for the goof proof on the exchanged item. I argued that being that the sofa broke in just over a year, the manufacture warranty will be voided and I would have to rebut the goof proof being that the parts for the sofa are unobtainable to be fixed, as described to me by the tech who came and tried to fix the recliner. An exchanged sofa has been issued for delivery by 2/6/2013 at which after that date I am no longer eligible to purchase the goof proof for that sofa. I can provide evidence for this case as well as recorded "voice memos" of the conversation. My Acct Information can be looked up through my cell phone number *xxx-xx-xxxxDesired Settlement: I would like that my existing goof proof policy covers the replaced item for the life of the policy that was already purchased. If not then a full reimbursement of the exchanged product at current market value. This also falls under a false advertising claim as well.

Business

Response:

Good

Morning [redacted],

I

am so sorry to you are experiencing dissatisfaction with your [redacted] claim

and I assure you that it is never the intention of Bobs Discount Furniture to

leave our customer’s feeling disappointed in the resolutions they have been provided.

Our

records indicate that you are anticipating your new sofa to be delivered on

2.06.2014. I have mailed you a copy of the [redacted] Contract that reflects your

agreement of the extended protection plan (Goof Proof). I apologize if you

didn’t receive this information shortly after delivery. Had we been made aware

of this failure we surely would have mailed that copy to you on [redacted]’s

behalf. Please refer to the ‘Liability’ section of the ‘Terms and Conditions’

as this discloses the information you are seeking. I have also pasted this

information below for your review –Please refer to the third (3rd)

paragraph:

LIABILITY

Under no

circumstances shall coverage extend to any loss or injury to a person

or loss or damage

to property or any incidental, contingent, special or any direct

or indirect loss

and consequential damages including but not limited to losses

incurred to any

delay in rendering service under this Plan and loss of use during

the period that

your furniture item is at an authorized servicer or while awaiting

materials/parts.

For any single

claim, the limit of liability under this Plan is the lesser of the cost

of (1) authorized

service/repairs, (2) replacement of affected furniture item with

a new replacement

piece of equal value, excluding taxes and delivery/shipping

fees (3) the price

that you paid for the furniture item.

The total

liability under this Plan is the purchase price you paid for the furniture

item. In the event

that the aggregate of all authorized service/repairs exceeds

the purchase price

paid for the furniture item or we replace the furniture item

with a new piece

of equal value, we shall have satisfied all obligations owed

under this Plan.

If the retailer

from whom this Plan was purchased is no longer in business, in the

case of a covered

claim, the Plan becomes service only. If the furniture item(s)

cannot be

serviced, the liability will be limited to a refund of the purchase price

of this Plan. Once

a refund has been issued for any furniture item, all terms and

conditions

of the Plan will be fulfilled and all future claims will be void.

The pros most definitely outweigh the cons in

this scenario, not only are you given the option to keep your old sofa, but you

are also receiving a brand new one year factory guarantee from Bobs Discount

Furniture for the replacement sofa. This one year factory guarantee through Bob’s

starts on the new date of delivery for your sofa only and that is offered at no

cost to you. The other furniture that you purchased this plan on is not affected

in any way; it is only the sofa that the plan has fulfilled its agreement on. I

further apologize if there was any confusion provided to you on our part but

the additional cost of $99.99 is your choice to pay and not a requirement that

must be completed for you to receive your new sofa. Most customers opt to re

purchase the plan because the value sells itself. Currently you are receiving a

brand new sofa that retails for $699.00, being given the option to keep a sofa that

retails for $699.00, and the cost of loading this merchandise plus paying the

delivery team and putting fuel in their delivery truck has been covered for

you. You paid approximately $99.99 to receive all these benefits. Please accept

my sincerest apologies for your frustrations [redacted] but I do not see how the

[redacted] Plan you originally purchased has failed you in regards to the

claim on your sofa. Please feel free to respond to me with any more questions

or concerns you may have regarding your new sofa.

Thank

You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: it is not my fault Bobs discount furniture falsely advertises it's good proof plan and does not give its customers any literature, in certain events like mine, that fully describes the details of this plan. As per the pamphlet I received, it states to go online to the furniture insured website to read all plans and details regarding. The website does not have its policies, terms and conditions with Bobs on there site. This pamphlet can be sent to you for further clarification of this. As per the recorded conversation one of your reps agrees that there are 2 pamphlets used, one with the terms on it and one without. He states the one I received is usually used because it has larger print. May I also add, Bobs is whom sets the value of this sofa but that's a suggested retail price from the origin manufacturer not actual value of the sofa. I do, however, appreciate that Bobs is covering the delivery and only sought to keep the damaged furniture for parts in the event that the sofa breaks again. The point I am getting to is that these sofas are built so poorly that it should be expected that just after 1 year this problem may happen again and if I have to continue purchasing new sofa protections not only is it a loss of my time, taking time from work to be here for delivery but also it's a huge inconvenience to have to go through the process of getting the sofa fixed. You would think parts for a sofa that is still on your inventory and sales line would be easy to obtain, but what's the point of goof proof if you can't fix the goof and are just going to replace it and have the customer try to cover the replacement with a new goof proof. Make right by this and just extend my current coverage with the exchanged sofa. There is no doubt that Bob's is deceiving its customers and it would be a shame to have something so petty like this escalate to a news network to make people aware of the scams and deceptions that are happening in some of its chain stores.

Review: On 3/27/13 started the process of ordering furniture from Bob's Furniture with salesperson [redacted] I was approved for 12 months no interest [redacted] and I ordered what I wanted. The order was due in by early May and would be shipped to [redacted] location where I would pick up. I was told by my Ms [redacted] that the bed protectors could not be shipped to that location and that I would have to pay the tax separately on those items prior to my order being shipped and by that action they started the billing process through [redacted].Even though I never took possession of any merchandise until late may I was billed prior to this and I contacted the store manager about the premature bill. I have been in contact with [redacted] (store mgr) and have a voicemail regarding she has been in touch with [redacted] about the mistake but nothing has been done about it in 2 billing cycles so far.

Product_Or_Service: Furniture

Order_Number: XXXXXXX

Desired Settlement: A correct bill with 12 months no interest and all fees waved!! This is not my fault that Bob's Furniture Prematurely billed my acct. and need to reverse it with [redacted].

Business

Response:

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

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account with our Accounting department. We found the error which caused the premature billing of $147.00 to your [redacted] account.

The error has been corrected and we have adjusted the billing date for the $147.00 from 4/15 to 5/27/13. I expect that this change will be reflected within 1-2 billing cycles.

We apologize for the error and appreciate your business.

Consumer Response /* (3000, 7, 2013/08/16) */

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

[redacted] is demanding money from me over the phone as a settlement to unpayed bills!! Still no resolution of correct charges of no interest for 12 months. Loss and litigation dept. from [redacted] contacted me 8/16/13 at 12:00 pm about this!!

Consumer Response /* (-5, 9, 2013/08/20) */

I just received another bill from [redacted] today (8/20) and it still reflects overdue interest and late charges!! Along with a min.payment due of $217.65. This is totally unacceptable that Bob's Furniture and [redacted] can not resolve this problem!!

Business Response /* (4000, 10, 2013/08/24) */

Good Morning Mr. [redacted],

I again apologize for the error and inconvenience however, as explained in our August 8th response, it can take 1-2 billing cycles for the change to reflect on your account.

Consumer Response /* (4200, 12, 2013/08/27) */

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

I as the consumer is the only one that will be penalized here! In the past 2 billing cycles from [redacted], not only have I been harrassed by there loss and litigation dept but have recieved numerous neglagent notices and MY CREDIT SCORE IS AT RISK!!!!!!!!!!

Business Response /* (4000, 14, 2013/08/28) */

According to [redacted], from the Billing department at [redacted], your account was adjusted on 6/28/13 to reflect the beginning of the billing cycle as our records indicate that you took possession of the furniture on 5/25/13. I suspect that the charges reflected on your account are now accurate.

Bob's Discount Furniture has processed all the necessary paperwork and supplied [redacted] all of the requested documents. If you still have a discrepancy, please contact [redacted].

Consumer Response /* (4200, 16, 2013/08/30) */

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

I am not responsible for any late fees or accruing interest do to a mistake that Bob's Furniture made!! If you do not want to make good on this transaction as stated in the agreement from the beginning I will be forced to seek legal consultation! All I am asking for is that I am not responsible for any late fees or accruing interest because I signed up for a 12 month no interest agreement!! So far that has not happened on my satements from [redacted]!!!!!!!

Business Response /* (4000, 18, 2013/09/05) */

Mr. [redacted],

The comments below is direct commentary from [redacted] billing department)...

The account has already been adjusted so that the charge dates corresponded with the delivery/pickup date and the invalid late fee was already removed.

-Customer signed for his merchandise 5/25/13.

-First statement would have then cycled on 6/14/13

-First payment was due 7/9/13.

We did not receive payment for 7/9/13 or 8/9/13 due dates and he has another payment due by 9/9/13.

Customers total purchase was $2035.81 which makes his required monthly payment $71.26.

If the customer pays July, Aug & Sept payments totaling $213.78 ($71.26 X 3) by 9/9/13, I [redacted] remove the remaining fees as a customer courtesy once the payment posts to his account.

Consumer Response /* (4200, 20, 2013/09/09) */

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

I am absolutely astounded how [redacted] is thinking they are doing me a favor by waving any fees that are not my problem nor are they my fault in the first place!! As soon as my demands as a consumer are met I will gladly pay the corrected bill!! I am neither responsible for any late fees or any interest accrued during this whole FIASCO!! I will never do business with Bob;s Furniture due to this problem with [redacted] as their Credit partner TWICE now in the as many years!!! I am fully prepared to pay as soon as my ORIGINAL CONTRACT is met!! 12 months no interest and no LATE fees without it being a COURTESY!!!! I am not at fault once again for being billed prematurely and this could have been avoided even before I picked up the merchandise because I caught the error and called both Bobs and [redacted] to make them aware of the situation and still nothing done about it!!! Customer Service F- ON BOTH PARTIES

Review: I purchased Bobs Furniture Goof Proof Protection Plan for $100.00 because the sectional we were purchasing was for a playroom. The sales associate, gave us a copy of the policy and we made the purchase. The plans cost was 10% of the total cost of the sectional. We reviewed the policy and because the purchase was for a playroom the sales associate said it was a must and we agreed because of the comprehensive coverage.Last month my daughter spilled some nail polish on the sectional. The nail polish was in a two once bottle and only a portion spilled. This was a onetime occurrence of a spill that clearly states in the policy, is covered. My first phone call was made immediately and I was on hold for 30+ minutes. My second call was made within 24 hours and I was asked by the representative to describe the spill, which I did and I was told the spill was excessive. Again it was a portion of a two once bottle of nail polish. When I asked what the next step was, I was told to email pictures to [redacted]; which I did, of both the spill and the bottle of nail polish. This time I was told it did not look like a onetime occurrence. A decision should only be made by facts. The facts are:It was a spill of an item clearly stated in the policy that is covered.This was a onetime occurrence.

Product_Or_Service: 2/22/2011

Order_Number: XXXXXX

Desired Settlement: replacement of cushions

Business

Response:

Business Response /* (1000, 5, 2013/08/06) */

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have viewed the terms, claims and photographs associated with your Goof proof plan.

You indicated that nail polish "spilled" however, based on the pictures and it appears that nail polish was brushed on the sectional, as there are over 20 nail polish stains; Your claim was denied for excessive damage.

Bob's Discount Furniture appreciates your business however, we do not have the ability to overturn a denied claim. If you are interested in purchasing parts, I will happy to check with the manufacturer on price and availability.

Consumer Response /* (3000, 7, 2013/08/09) */

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

The stains on the couch is due to a spill. What "appears" to be brush marks are due to wiping the spill. The protection plan clearly states that such an incident is covered; hence the catch phrase "GOOF PROOF POLICY." Basically what Bob's Discount Furniture is doing is adding an additional $100.00 to the cost of it's products with nothing in return.

As I stated multiple times if the bottle is 2 ounces and only a portion of the nail polish spilled how can this be excessive? If it was a minor spill it would have been cleaned without the purchase of a $100.00 "GOOF PROOF POLICY."

At this point I consider the protection plan to be fraudulent. I absolutely expect that there be a replacement if this spill is too "excessive" for your cleaning service.

Business Response /* (4000, 9, 2013/08/24) */

Ms. [redacted],

Due to the numerous nail polish stains, which are unrelated to a defect, Bob's Discount Furniture is unable to honor your request for cleaning or replacement. Bob's Discount Furniture addresses merchandise issues related to a defect in the craftsmanship of the product or damage resulting from our delivery or service team members.

The goof proof plan is a contract held between you and Guardian. I would encourage you to file an appeal of the denial however, the damage is excessive and I highly doubt the denial will be overturned. If you prefer you may contact Guardian to explain your point.

A spill would be found in one spot but there are multiple spots where nail polish was spilled or wiped away.

We appreciate your business however, we are unable to offer recourse.

Review: We purchased a couch from Bobs in April. After several calls extending our original availability date, we picked up the couch. The couch drawer was broken. We called and received a service inspection date, which was today. After a 30 sec inspection the technician acknowledged the drawer needed to be replaced, asked to use my phone to call Bobs. He handed me back my phone to speak to the customer service rep. (The technician did not say another word to me just left my house). The rep stated that the drawer was not avail until Oct. However they could replace the whole couch - which I opted to do - right away. I was then told I needed to pay for delivery (as originally we picked up our item) which I refused to do. I explained that I would not pay to have Bobs come pick up their defective couch & I had no problem picking up my new couch. The rep finally waived the fee as a "one time courtesy." I asked to then speak with the manager, as I would not agree to paying any future delivery/pickup costs that may be incurred beyond this "one time courtesy). My experience with Bobs in this transaction has been unreliable and the chance of having a defective issue with another couch was more likely than not. The manager would not agree to anything beyond a 1 time courtesy. However, this is not a courtesy as the couch has a broken piece. All I want(ed) was for Bobs to agree that if there were any further defects to the new couch, they would pick up any pickup/delivery costs. They would not agree to do so. Based off their poor customer service, lack of reliability and accuracy - I asked for a full refund in the form of payment I made. I was told I was not entitled to a refund only a credit - although my receipt says we are entitled within 30 days. I asked if the mgr. could email me a highlighted version of this policy and he refused to. Therefore I do not understand why I cannot receive a refund in the form of original payment.Desired Settlement: I would like Bobs to either:1) Guarantee pickup/delivery costs to be covered by Bobs for any deffective item within the 1 year manufacturer warranty.Or 2) Provide a full refund in the original form of payment.

Business

Response:

Good Afternoon

Revdex.com,

Please pass

on my apologies to [redacted] for the product concern he has experienced with the

drawer on his sofa. In regards to his account of our technician’s visit, I

assure him that our technician’s intentions were not to convey any rudeness and

as a part of our normal process’s we prefer that our customer care agents speak

with our customers about their service results rather than our technician’s.

Our customer care agents are continually trained and coached to provide our

customers with the best care we have to offer and as [redacted] has fully accounted

for in his complaint, Bobs Discount Furniture has made several exceptions to

please him as an individual in our quest to resolve his product concern.

As Bob’s

Discount Furniture is a company that prides itself on core values such as

honesty and transparency we do not work the pricing of a delivery fee into the

price we sell our product for. [redacted] did not originally pay us a delivery fee

to deliver his merchandise and regretfully a product’s defect does not outline

that a business must cover the cost of paying for the fees associated with a

delivery. Delivering furniture is a business in itself and we offer our

customer’s that service at a reasonable cost. Because we care about [redacted] and

sought so desperately to satisfy him, we agreed to pay the cost of delivering

his new item as a courtesy for this product’s defect. As we do not expect our

customer’s new product to have any factory defects we are unable to make

agreements associated with a scenario that does not exist.

I am sorry

that [redacted] finds our policy page confusing in reference to the information

associated with our ‘Refund and Cancelation Policy’ as I feel it clearly

outlines our policy so our customers can understand. I have pasted the

information from [redacted]’s sales invoice below for your review. My believe is

that he is confusing his ‘stocked merchandise’ for a ‘take with’ item because

he picked this sectional up instead of having it delivered. The document should

be able to clear up any confusion as it lists what a take with sale actually

is. [redacted] picked up ‘stocked merchandise’ from us and per the information he

was provided a return for a monetary refund would not be possible at this time.

REFUNDS

AND CANCELLATIONS POLICY

You may

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

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

You may exchange or return any take-with

purchase within thirty (30) days of the date of possession for a full refund

provided you have your original sales receipt and the merchandise is in

like-new condition and has not been otherwise used. Take-with sales include:

accessories, rugs, bed frames, lamps, bed protectors, pillows and pillow

protectors.

We are happy

to provide [redacted] with the valuable option of replacing his defective product

and covering the cost of delivering him a factory fresh model as a one time

courtesy. We look forward to receiving [redacted]’s call to schedule this option

for resolution.

Kind Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Review: I purchased a cinema style reclining sofa and recliner from Bobs pit in [redacted] The salesman was very nice and explained the excellent condition of the items and how the light up blue and look realy cool etc. I picked up the furniture and brought it back to my hometown a half hour away. I unloaded it and set it up in my living room. I found there were no cords or battery packs with the products rendering them virtually useless. I contacted bobs and requested help to no avail. I was told I would receive an instruction book in the mail. I then drove 1/2 back to the store where I met with the sales manager, [redacted] I explained what happened. He said all sales are final from the pit. I explained the parts are now missing and that it was said to be all there when I bought it. He said I could try calling the warehouse manager at a later time cause he wAs gone. He suggested I try radio shack or best but to try and buy the parts I need. He also provided the bobs help line number. I have since tried best buy and radio shack of which neither sell what I need. I tried the help line to see if bobs could at least give me a part numbe to no avail. I am stuck with a reclining couch and chair which do not work.Desired Settlement: Be delivered a set that actually works and functions as described by sales associate.

Business

Response:

Good Afternoon Revdex.com,

We apologize to our customer for the inconvenience that has been

experienced while seeking to get the working parts for these items.

Our records indicate that as of Sunday 12.7.2014 our [redacted] Operations Manager followed up with this customer and provided the

parts requested.

At this time we would consider this concern closed unless

our customer makes us aware that further assistance is necessary.

Kind

Regards,

Bobs

Discount Furniture

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 bought a Mattress set from Bobs. It looked nice and good quality. But after a month or so the mattress became unbearably loud. To the point where if I made the slightest adjustment it let out the loudest screeching noise. Being unhappy about this because we spent $600 on the mattress set we called BOBS. Where they sent out a technician to come and take a look. The Tech decided that the box spring was faulty and they ordered us a new one but required us to pay the shipping fee. Which in my opinion is not right since it was a manufacturing defect. However after receiving the new box spring not only did it continue to make the same noises the mattress itself was creating loud noises from the springs as well. So I called Bobs again where they scheduled another technician to come out and check it out. Unfortunately due to a family emergency neither myself or my boyfriend could be there however our roommate was who let the technician in and he took a look at it. He came to the conclusion that it was "our" brand new frame that was causing the issue. However I had already thought of this scenario and took the mattress and boxspring off of the frame and put it on the ground. Which it made the same exact noises on the ground as it did on the frame. So we called Bobs Customer service where an agent told me that "they stand by their technicians" which for me is not acceptable. So I spoke to a manager named [redacted] from their [redacted] office. I explained to him our issue where he agreed to send one last time a technician out to check out the mattress. However hours later I recieved a voicemail from [redacted] and he stated that unfortunately they will not be sending a technician out because they stand by their technicians. Which in my opinion is complete crap, since I was told a technician would be coming back out. I called back on multiple occasions to get [redacted] on the phone and was assured multiple times I would be recieving a phone call from him yet months later I still have yet to hear from him.

Furthermore I looked into the specific Mattress that I bought from Bobs. I found out from one of Bobs customer service reps that they had discontinued the mattress due to a manufacturing defect. So because no one will return my phone call nor correct the issue I am left with a pile of junk for a mattress. I have bought much cheaper mattresses which have held up for years. But I buy a more expensive one from bobs that doesn't even stand up 2 months.

I want this corrected and want my money back.Desired Settlement: I want to have my money back so that I can buy something that wont wear down after 2 months. I am completely astonished at lack of quality and lack of care for the customers.

Business

Response:

Good Afternoon,I spoke with Ms. [redacted], just a few moments ago and she expressed her concerns with her bedding purchase. Bob's Discount Furniture understands the importance of a good nights rest and as a result we offer several different options for recourse when presented with a bedding issue.After speaking with Ms. [redacted], it is unclear as to whether the mattress, foundation or bedframe is the object of her concerns. Currently we have a service technician scheduled to perform a bedding inspection in her home on April 28, 2015. Ms. [redacted] has agreed to separate the mattress from the foundation so that the technician can "test" each piece; If the mattress is defective we will offer a reselection on the complete bedding set and if the foundation is defective, Ms. [redacted] will be offered a reselection or refund of the item.It was a pleasure to speak with Ms. [redacted] and have the opportunity to address her concerns. She has my direct number and we will revisit her complaint next week. Thanks[redacted]

Review: I financed a sectional sofa set using the acceptance now program through bobs discount furniture and purchased a full warranty called "oops proof" coverage which was explained to me as a full coverage plan where if anything happens to the set, it will either be fixed and if fixing is not an option, the piece or pieces would be replaced, however many times I have the set for 5 years. I made a claim in september 2014, the company sent out a service man who was to take pictures and evaluate the problem with the sleeper part of the set. The repair man took pictures, took the piece apart and left telling me that its not fixable. I called bobs and after several attempts and frustration, got through to someone who finally agreed to swap out the piece. I called back a month later, because of another problem with a different part of the set and the company gave me the same set up, where a repair man would come take pictures then let me know what will happen next. I called them back multiple times with no success. Every time I called, I'd get redirected to many different departments only to be disconnected after several transfers. THis happened over 5 times, so the final time I attempted to call I informed them I would not be making a payment until my claim is settled. They are calling me constantly and sending ppl to my home in attempts to collect payments. I do not feel it is right that I pay for a set that is broken, and covered under warranty any longer. Even after the hassles with my first claim, I continued to honor my part of the agreement in making timely payments.Desired Settlement: I would like them to honor their agreement that I was paying for. Should they do their part, I will gladly resume paying for the item that I purchased, but not if it is broken.

Business

Response:

Good Afternoon Dennis,

I’m sorry to learn of the frustration you are experiencing with

your product and assure you that should you be experiencing any factory defect

concern Bobs Discount Furniture truly wants to help you move forward under the

provisions of your ‘Goof Proof Plus’ protection plan.

In regards to the calls and visits you have been receiving for

payment, these are in no way related to Bobs Discount Furniture. As a consumer

and an individual you made a choice and signed a payment agreement with a

company called ‘Acceptance Now’ at the time of purchase. The debt you owe to

this company is not the concern or responsibility of Bobs Discount Furniture

nor are we permitted into the recordings or actions of this third party

company. Should you continue to not honor the contractual agreement you signed

with this company you can expect that the dispute and action from ‘Acceptance

Now’ will surely continue.

I apologize if you have had continued trouble getting thru to our

Customer Care Offices as you have cited that you have attempted to reach out to

us multiple times. We have been continually receiving incoming customer calls

into our call center everyday with no reported systems issues. The last record

we have under your account is from a technician that visited your home on

12.19.2014 to address a concern you had with the left side facing sofa. This

technician did not report finding any defects within this item and indicated to

us that he could not complete a courtesy repair as the concern was not the

result of a defect and the repair time would have held him in your home for

three hours plus. Your warranty thru Bobs Discount Furniture is for

coverage on factory defect concerns only.

As an extreme one time courtesy we have uploaded the necessary

paperwork to your customer account to replace the left arm facing sofa for you

with a factory fresh model (for your records these order numbers are: [redacted] & [redacted]).Please note that we still do stand by the integrity of our

technician’s report and should a concern present itself in the future where our

factory trained professional deems no manufacturing defect present Bobs

Discount Furniture will be unable to provide you with an option for recourse.

As I am certain our incoming Customer Care phone lines are working

at full capacity please contact our Customer Care Offices to schedule a

delivery date that works best for you, based off of the product’s availability.

Customer Care is available to you via [redacted] (Mon – Sat:

6:30am -8:00pm or Sunday 10:30am -7:00pm).

Sincerely,

[redacted]orporate Liaison

Bobs Discount Furniture

Review: I purchased a living room set and a [redacted] warranty 4 years ago from Bob's. The salesman explained to me when I purchased the warranty that if there were any damages to the furniture, accidental or otherwise, that occurred within 5 years of ownership, that it will be either repaired or replaced. Several weeks ago I noticed that my bonded leather couches were cracking in several spots and began to rip. I contacted the [redacted] company and was told that because the rips were not the result of an accident but instead caused by a defective product they could not help us. I then contacted the Bob's store that the furniture was purchased from and I was told that repairs/replacement are not covered by the store, and that I should contact the [redacted] warranty company. It seems neither is willing to accept the responsibility, and we still have one more year of warranty coverage.Desired Settlement: The couches may be beyond repair at this point. I would like the couches to be replaced per the warranty I purchased.

Business

Response:

Good Afternoon [redacted],

I am very sorry for the disappointment you are experiencing with

your bonded leather set. I assure you that Bobs Discount Furniture cares very

much to satisfy all our customers and we stand behind the quality of our

products even after the expiration of our direct one year guarantee period. [redacted], as its name denotes, is intended for coverage against accidental occurrences

within the home that cause damage to the product.

Bonded Leather offers the look of luxury at a much more affordable price point

and as its name depicts, bonded leather is real leather that is adhered (or

bonded) to a fabric backing with a strong adhesive. Over time and with any

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

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

Leather is manufactured the same way industry wide and peeling/cracking over

time is not isolated to the bonded leather products we sell at Bobs Discount

Furniture. If you continue to purchase/maintain bonded leather furniture in

your home regretfully peeling can occur based on the nature of this material’s

manufacturing process. You have had this set for over four years and in

that four year period our records indicate that you have not reported any issues

to us before now. The Bobs warranty on your merchandise expired over three

years ago and as this concern does not stem from a factory defect in the

product’s workmanship and is viewed as normal wear and tear industry wide, we

are able to make a store credit offer to from a place of extreme courtesy and

care.

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

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

original cost you paid for both the Sofa and the Loveseat from your ‘[redacted]’

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

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

delivering the merchandise has always been a charge we maintain separate from the

cost of our merchandise. We can offer to remove the current Sofa and Loveseat

you currently maintain on the same date we deliver the newly selected

merchandise and cover the cost of disposal for you.

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

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

to make you aware of your available credit.

Kind Regards,

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. As mentioned in Ms. [redacted] message, I am willing to accept the 70% credit of the original purchase price to apply to a new purchase.

Sincerely,

Review: We bought a sofa from Bob's Discount Furniture in November of 2012. It broke shortly thereafter. We called customer service and they sent a technician to repair it but because it was a structural issue (the wooden frame in the arm of the couch snapped in half) they could not fix it on site, so the technician tried to cover it up by over stuffing the arms of our couch with filling. So, we called them back and complained about attempt to repair the damage. We told them that we wanted a refund for the couch but they adamantly refused, giving us only two options; keep it as is, or get a store credit to use towards something else. After much arguing and little to no assistance from the corporation, we felt our hands were tied and in an effort to not completely lose out on our financial investment we had to accept the store credit. Shortly thereafter, we went to the showroom and picked out a new loveseat that we purchased with the credit we were given. After only 6 short months, that too needed repair. The couch cushions that we sit on had fallen apart. So we ordered replacement couch cushions (which we had to pay for on top of it) in the beginning of January of 2014. When we followed up a couple of weeks later to inquire about their whereabouts, we were told it would be another few weeks or so before we saw them. When we followed up again in February to see when the ETA was, were were told they wouldn't be to us until May 5th, 2014. On Monday, May 5th the cushions never showed up. On Monday, May 12th, we called the corporate customer service yet again and were told at that time that our cushions were in Connecticut and they were being shipped to our home right away. Two days later on May 14th we got a phone call from Bob's telling us we would now have to wait ANOTHER 4 months as they made a mistake and needed to re-place our original order to their manufacturer. I spoke to 3 different people for 45 min, & presented NUMEROUS solutions to rectify the situation but they absolutely refused.Desired Settlement: We would like to receive a refund for both the broken couch we have now and for the remaining credit with Bob's Discount Furniture we have yet to use, so that we may cut all ties to this corporation, take our money and go elsewhere with it.

Business

Response:

Good Afternoon Revdex.com,

I have reached out to this customer via the telephone number

she has cited in her complaint.

I was unable to reach the customer today (5.23.2014) so I

left her a voicemail with my direct phone number and I look forward to hearing

back from [redacted] so I may help her resolve her concerns.

Please let our customer know that she can also email me if

she prefers that way of communication at [redacted]

Thank You

for the opportunity to make it right,

Customer

Care Corporate Liaison

Bobs

Discount Furniture

Review: I purchased a bedroom suit from Bob's about 2 years ago. Unfortunately I did not purchase the warranty but I figured if the wood begins to split after 2 years Bob's would try to stand behind the quality of their product. When I informed Bob's of the problem the rep kept saying my furniture was not under warranty any longer. I explained to the rep that the product was only about 2 years old and for their furniture to be falling apart already is unacceptable. The rep said this does not matter and it is nothing they can do.I will NEVER purchase anything from Bob's again. I warn all customers to stay away. You may have to put out a little more money somewhere else but it is worth it in the long run. I went with Bob's although I read bad reviews for their product. I SHOULD HAVE LISTENEDDesired Settlement: I would like for Bob's to replace the piece that is broken but if they decide not to do it, than this information is to warn other customers

Business

Response:

Good Afternoon Revdex.com,

I have reached out to this customer by telephone today

(10.01.2014) and provided her with my direct number for follow up. Bobs

Discount Furniture is very sorry that our customer is experiencing any issues

with her product and we assure our customer that we do stand behind the quality

of our product.

I will need more information and evidence from our

customer to continue my research and come up with a fair and appropriate resolution

that balances both the demands of our customer and the needs of our business.

Please ask that the customer send through photographic

evidence of this concern so that I can confirm the damage is in fact a manufacturing

defect with a review from our professionally trained Service Department.

The customer is more than welcome to reach out to me

directly by phone at ###-###-#### and email me these photos directly to me at [redacted] .

Kind Regards,

Bobs Discount Furniture

Review: The installation of my Bob o pedic mattress by Bob's Furniture has created a mold issue that has ruined my mattress and may have caused some health issues that have been a mystery for some time. The warrantee requires that we keep the Bob's mattress protector on it at all times, which consists of a fabric piece on top that zips to a rubber piece underneath, which is the source of all the mold. Apparently the 20 year warranty only covers an indentation of 2 inches or more, and is voided if there is a single stain on the mattress protector, not just the mattress. I will never shop here again and I hope anyone reading this won't either. Also I will be reporting this health issue to the B.B.B. and the D.A. The customer service people were polite but very condescending knowing the entire time (57 min on the phone) they were never going to cover this. While on hold I googled "bob o pedic mold" looking for other people with this problem and found not hundreds but thousands of them. Bob's claims they have never heard of the issue and it is environmental. If I can prevent at least one person from doing business with Bob's I will be happy. Hopefully this helps you with any purchases you are thinking of making.Desired Settlement: I would like them to honor the 20 year warranty. Whatever that value is. This mattress is not salvageable so I need to get a new one. I would like that taken care of. I want a replacement of equal value.

Business

Response:

Good Afternoon Revdex.com,

Please

pass on our apologies for the frustration and the alarm this mold issue has

caused to our customer. There are several reasons as to how or why this type of

concern arises and regretfully because they are all related to the environment

the product is being kept in; Bobs Discount Furniture is unable to take

ownership or responsibility for this occurrence. There are various articles and

education available to the public regarding ‘mold on a mattress’. I agree with our customer that any consumer

should properly educate themselves prior to making such an important purchase

like bedding. This issue is not directly related to our brand of memory

foam mattress (Bob-o-Pedic) or Bobs Discount Furniture.

Mold

is a fungus found in areas that are mostly dark and moist with very little

sunlight and little to no air ventilation. Fibers and foams like those found in

mattresses can be common places that support mold growth. If our customer is

wondering how, why there is moisture under his mattress the simple answer is

that the came from his body.

Everyone

sweats in their sleep; some folks do more than others. Having been a

salesperson for Bobs before, I have spoken to several customers who say they

can sweat up to a pint or more during the course of an evening. Any type of

memory foam mattress is manufactured to hold in heat and remember your body

signature as the years of use pass by. Through out the course of a night the

body temperature rises and the human body perspires in order to cool it back

down. During this process the body gets rid of a great deal of water.

Ultimately if moisture gets beyond the bed sheets and/or the bed protector the

mattress acts like a sponge and absorbs the moisture.

Because

we are a business that takes our customer’s satisfaction so seriously we have

already provided our customer with a store credit for the full price he paid

for this bedding. We are unable to remove this mattress from the home for our

customer as we are unable to take responsibility for an occurrence that is

beyond our control. We do not recommend that our customer select another

mattress that is made with memory foam given how the original mattress

purchased faired in the home and should our customer select another memory foam

mattress and a mold concern arise again, we will not be able to provide any

recourse for that concern. As a business we have made a very valid and caring

attempt to meet our customer’s needs above considering our

own.

Thank you,

Bobs Discount Furniture

Customer Care Corporate

Liaison

Review: I did everything the conpany asked me to do to submit my claim. I sent a photo of two obvious slits in my furniture that was cause by an accident. The company claimed this damage was caused by "wear and tear" and they only cover accidental claims. By the picture it is very obvious this is not wear and tear. Also the furniture is not even a year old! How is that wear and tear? I spoke with several people from this company, none were helpful. They claimed because the claim was done there is no going back and investigating. They based this all on a picture. Nobody came out to my home to look at the furniture. All I asked was the material be replaced on the cushion. I did not ask for money, or the whole couch or cushion replaced. I simply asked for the material that goes over the cushion replaced. I feel as if this company is finding excuses to not honor their "[redacted]" policy. A policy that I paid extra for every month only to find out they will not replace two rips in my couch smaller than 6 inches. I am disgusted they will not honor my request and very disappointed in this company. Now I have a couch with two tears in it. I thought this would be a small repair but I was wrong. I felt the customer service was not caring of my situation. When I asked to speak to a supervisor or manager the response I recieved was, "they are not here." I was left with no contact information to further pursue my request.Desired Settlement: I just simply want the material on my couch replaced. Just the material that goes over the cushion. I am not asking for the chase portion to be replaced or the whole couch! Just the material that simply zips off of the cushion! Material that I am sure is not costly to the company.

Business

Response:

Good Morning Revdex.com,

I have spoken with [redacted] this morning (10.07.2014) and

apologized for the headache that she has had to deal with while seeking

resolution thru the [redacted] company and Bobs directly. We have authorized and

even exchange of the affected item for resolution on this concern and are

currently scheduled to make the exchange on 10.20.2014. I have also provided [redacted] with my direct contact information as I will be personally following up

with her to ensure she continues to be satisfied.

Thank you for the opportunity to make this right,

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 sofa/loveseat set on July 16, 2011 along with the Goof Proof plan. When I purchased the warranty, the salesperson SPECIFICALLY stated that scratches, tears, peeling, cushion deflating and accidental damage to the sofa and loveseat would be covered under this warranty for 5 years. A little less than 1 year after purchase, one of the cushions on the sofa became deflated and I contacted the number associated with the goof proof plan to report the issue. A technician was sent to my home and he stuffed the cushion with new foam and the cushion felt more firm. I haven't had any issues with the sofa/loveseat until the past month or two when I began noticing some scratches and peeling on the sofa and loveseat and some of the cushions were deflated on the sofa and loveseat again. I called the goof proof number a few weeks ago and reported the complaint, I was put on hold for a few minutes and the representative came back and told me that scratches, tears, peeling from regular use on my sofa and loveseat were not covered under my plan. I asked why a technician could not come in and at least stuff the cushions again and I was told that it is not covered under the warranty as well. I let them know about the first time I had deflated cushions and a technician was sent to stuff them and the representative told me the technician was from Bob's and the deflating was covered under the manufacturer's warranty not under the goof proof plan. I was very frustrated because when we bought the goof proof plan this was not something that the salesperson mentioned; if I was told this when I was at the location purchasing this plan, I would not have done so. I did not argue with the representative at the time and just ended the call. About 2 weeks ago, the loveseat suffered a 2-3 inch accidental tear because I was replacing a curtain and the rod fell right on the back cushion of the loveseat and tore a part of it. I called goof proof yesterday (6/29/15) and reported the incident along with the scratches and peeling of the sofa and the deflated cushions. Again, the representative told me that the scratches and peeling were not covered and neither was the tear; only accidental damage and damage to the frame are covered and the deflated cushions were not covered as well. At this point, I was very frustrated and explained that the tear happened accidentally, it wasn't something that was from everyday use. The representative proceeded to take the information about the tear and put me on hold to process the report. When he came back on the line, he told me that the tear isn't covered because its surface level. It is one thing to mislead a customer and sell them a warranty that doesn't cover any of the things the salesperson said but then when I report a accidental damage, you tell me that it's not covered because its surface level?!?! That is absolutely ridiculous! I was NEVER told that there would be terms under accidental coverage as well. Now I have a loveseat with a tear and peeling and a sofa with peeling and deflated cushions on both sofa and loveseat that the $100 warranty I purchased specifically to cover those things, doesn't cover it. I paid a total of $1,282.91 for the merchandise, warranty, shipping and taxes, which would be a justified purchase if the warranty actually covered what it I was told it would cover. I am so disappointed and so frustrated with this goof proof warranty purchase.Desired Settlement: I want a technician to repair the damages and peeling on the sofa and loveseat, replace the foam in the cushions on both sofa and loveseat because that is what I was told the warranty would cover.

Business

Response:

Good Afternoon Revdex.com,

Please pass on our deepest apologies for any frustration the

customer has been met with while working with the Guardian company to report

the listed concerns. Bobs Discount Furniture offers the best protection plan available

in our industry and we stand behind the value of the Goof Proof and Goof Proof

Plus Plans.

I have left this customer a voicemail message this afternoon

(7.08.2015) with my direct contact number ([redacted]) requesting a call back

at their earliest convenience. I look forward to speaking with this customer

and working to resolve their concerns in the most fair and adequate manner

possible.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: Hello- I purchased a daybed on tax-free weekend on line with Bob's.The bed was deleivered today without a matteress. I am lodging a compliant because the advertising on line was not clear that the bed did not come with a matteress. The option for the bed with trundle were for the bed at 399.00 with 2 mattresses at 599.00 or with 2 bob-opedics at 799.00. There was no option for 1 mattress whcih led me to believe that the it came with 1 mattress and looked liked it is pictrued on line. There also was no alert indciatign, do you want to buy a mattess to go with the bed?They will not accpet a return. They have a no return policy or return with store credit. They would offer me the opprotunity to buy a mattress (thank you very much) but no diccount related to the tax-free weekend and I will now have to pay another delivery fee and would not be reimbursed for the delievery fee on a return.I feel that they this is false advertising.Thank you.Desired Settlement: 2 mattresses for the difference of 200.00 and no delievery fee.

Business

Response:

Good Afternoon

[redacted],

I am

very sorry for the confusion you experienced during your online purchase with

us. I assure you that we are a company built on core values such as honesty and

integrity.

The Olivia Daybed via our website has a ‘Description’

tab containing accurate information to educate our customers on what comes at

the $399.00 price point. Here is the link to the Olivia Daybed page and I have

pasted the product information in question below for your review: http://www.mybobs.com/olivia-daybed

Product Details:

- Mattress not included

- Daybed includes arms, back, rails, slats, and underbed trundle unit

- 100% polyester

Bobs Discount Furniture has not failed in our

ability to properly advertise this product for sale and I do acknowledge your

frustrations as I see that there is one photo with a picture of the daybed in

showroom condition; however there are two other pictures on the same page that

plainly illustrate the daybed with no additional bedding at the $399.00 price

point. I do apologize that your sales order was not personally reviewed with

you by one of our sales professionals during the busy tax free weekend and as a

form of apology we can provide you with a $50.00 Bobs Discount Furniture Gift

Card. Regretfully we are unable to further discount or give merchandise away at

no charge, this $50.00 gift card can help to cover the cost of the new delivery

fee associated with the purchase of the bedding you cite to still need.

In order to process this Gift Card to you I will

ask that you respond to me with information that will help me locate your sales

order. I tried searching with your name, address, and email but my search

continues to return no hits. Do you have your sales invoice number, the

delivery address, or the first and last name that is listed on your sales

invoice?

Kind 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.

However, why am I not surprised Bob's can't find my info and how do I respond with the information requested?

I do not have the invoice #

The charge was to me

the shipping address was to [redacted]

Sincerely,

Review: I have been a customer with bobs over the past 16 yrs. My experience with the company over the past year has been horrible,especially the past few months. I had to purchase a new couch do to the fact that the one I purchased last August had already broke (issued a store credit) so I went and picked out my favorite couch and paid to customize the color and unfortunately the couch did not fit though my doors so I was reissued another store credit but not refunded for the custom color and was told if I cancel the order they would of reimbursed me but because it didnt fit I wouldn't be reimbursed yet if someone turned around and bought that couch they would yet again charge another 40 dollars to customize it when its already in the warehouse and I payed for it so they would be getting them for more money. Next I went and had to pick out another couch delivery was set took the morning off work to wsit for the delivery between 7:10-10:10 kept tracking my time on the website and around 8:30 it showed delivered I never received I call customer service they cant get a hold of the driver little while goes by driver calls and says will be there in 2 hrs which was 12 then customer service calls back and said she spoke to the depo and said they would be there in 45 min 10:45 came and went 12 o'clock get a call that the were on there way I was not home sent my partner there to let them in told them prior use back door okay it and while my partner was a jarring the back door they pushed it through the front and ripped it. (Day2) sending me another couch to replace the one the delivery ripped take afternoon off of work received a call would be there 2:45 5:45 wait wait received the call at 2:45 call customer service at 5 trying see were my delivery was and the proceed to tell me that no one was home and then read a description of a house that was not mine, so needless to say I wasted my afternoon waiting on my furniture that I paid for because they wanted to be done with work for the day. Customer service !!Desired Settlement: There needs to be some repercussions for these drivers if they dont want to work they should fined new jobs.

Business

Response:

Good Afternoon [redacted],

I am very sorry for the terrible experience you have endured

while seeking resolution for a concern that started from a defective piece of

furniture. Our records reflect that your redelivery was successful with no

concerns today (9.03.2014) and I am genuinely as disappointed as you are in the

poor performance you have outlined as occurring during your other delivery

attempts. We do not find this type of behavior acceptable on any level and absolutely

hold our delivery teams accountable for negative actions that impact our valued

customers.

In regards to the ‘Special Order’ fee you originally paid

when selecting the sofa that could not fit into your residence, that fee of

$39.99 was applied to the new (more expensive) sofa with chaise you selected in

place of the original choice. In essence this fee was refunded to you because it

was applied to your chosen upgrade and in turn the new cost you were charged on

7.30.2014 was less money then it would have been without this special order fee

being applied. I have done the math in full twice and I guarantee you this is a

fact.

I apologize that the miscommunications between us and our

trucking dispatchers resulted in confusing arrival time information for you. It

is never our intention to make our customers frustrated or cause feelings of

aggravation. We do our best to track the delivery trucks using [redacted] systems that

constantly recalculate based on our trucks locations but there are events that

can and do delay our teams arrival that are beyond anyone’s control. These events

include but are not limited to traffic delays, issues with complex assembly of

certain furnishings on other stops, building restrictions we are spontaneously

made aware of for other stops, and automobile accidents. For these reasons we

do explain, in many written forms, that the estimated timeframe we provide is

not a guarantee for any delivery.

[redacted] I sincerely thank you for making this complaint so

that we can continually work to improve our customers experience with us on an

overall basis. Bobs Discount Furniture prides itself on offering our customers the

best quality merchandise for the best price point possible. In the event of a

failure we work to make our customers concern right by fixing the failure they

have experienced. Our records do reflect that your item was received today in

good condition and if there is anything else I can be of assistance to you with

at this time I encourage you to communicate this need to me via this channel

that the Revdex.com has set up for us.

Kind Regards,

Bobs

Discount Furniture

Corporate

Customer Care Liaison

Review: I have called twice to file a complaint on damaged poorly manufactured furniture which was promised to me at time of purchase to be covered under warranty. Both times I have been denied help and told it is not covered. The chairs are horrible everyone I know that has them saids the same thing and they continue to push the warranty when selling this furniture saying if anything breaks it will be covered. Which is FALSE. I am filing this complaint with Bob's As well as Guardian Protection because they sold me something that is of no use to me because when I need to get something fixed they deny me services finding any excuse in the book as to why its not covered. I just recently purchased another item from Bobs and now regret doing so. Until they put a stop to selling false warranties I will never purchase another thing from this store and will be sure to tell everyone and anyone I know about my issues.

Order_Number: [redacted]

Account_Number:[redacted]

Desired Settlement: I would like my damaged furniture to be replaced. I purchased this 2 years ago there is no need for a family of 3 which include a BABY have leather chairs falling apart, granite chunks falling off the table and wood pieces falling off chairs and it be acceptable.

Business

Response:

Business Response /* (1000, 5, 2013/04/22) */

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize if the goof proof plan was misrepresented at the time of sale. Goof proof provides coverage against most in home accidental damage, when properly reported. As with most warranty and insurance plans one should not expect everything to be covered.

On April 18, 2013 goof proof sent over an authorization form allowing you to reselect to a new dining table and chairs. The value of the store credit including tax is $854.93 and the credit must be used by 6/18/13.

Please let me know if you need another copy of the detailed goof proof plan, which will provide you with a better understanding of the plan inclusions and exclusions.

Bob's Discount Furniture appreciates your business.

Review: I ordered some furniture from the store paid to have it delivered to my condo on the 8th floor told then it will not fit in the elevator and made it clear that it would have to be carried up the steps. I waited for the furniture to be delivered on the date expected when the delivery men came they where rude and disrespectful to my fiancé and I told us it won't fit in the elevator and they are not going to carry it up the steps that they will either leave it in the lobby for me to carry to the condo or I should order something else that will fit in the elevator like another love seat and chair instead of a couch. Ultimately the furniture wasn't delivered and I went thru a lot of hassle trying to get the stuff I ordered delivered the store manager Norm W[redacted] was very unprofessional and unpleasant with me trying to intimidate me with his size in my face telling me that due to the delivery men refusing to deliver my merchandise as I paid for I'm now to wait two weeks for them to try again or buy other merchandise. After that I asked for my money to be returned to me they told me I got to have my fiancé come get the refund. They offered a check form sent in the mail in 7 business days not cash like I paid.Desired Settlement: I want the service that I paid for and compensation for all my troubles!

Business

Response:

Good Afternoon Revdex.com,

We are very sorry that there was any concern with our customer’s

delivery and we further apologize for the poor customer care that the customer

alleges to have received at our store level.

We have followed up on the internal coaching concerns this

complaint presented to us and at this time the customer’s order has been fully

canceled from our systems.

Any funds put forth from the purchase were paid directly to ‘Acceptance

Now’ and a refund of these funds falls under the procedures and processing of

the ‘Acceptance Now’ company. Regretfully we have no control over the manner in

which funds return when the payment has not been made directly to our company.

We sincerely apologize to the customer and his fiancé again for

the poor impression they have been left with of our business.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I gave them cash when I was told they would be able to deliver the furniture now the company wants to place the blame on acceptance now but bobs took the money in the first place it is not separate cash register for each company they are affiliated and want to try to give me the run around because I wouldn't accept there unprofessional manner.

Sincerely,

Business

Response:

Good Afternoon [redacted],

My apologies that our first response caused you any further

frustrations.

I’ve never personally been to the retail location you

visited so I am unable to comment further on how money is physically received from

our customers or where the desks are located. I apologize if the setup caused

you any confusion and can certainly address the culture of the store with our

Management Team in that location.

I do know that the ‘Acceptance Now’ company was the direct

company that the purchaser signed an agreement with and the direct company that

agreement disclosed was to be paid weekly/monthly for the furnishings acquired.

I really am sorry that we let you down and I agree with your frustrations about

this furniture not being delivered to you as expected. The truth remains that ‘Acceptance

Now’ is in charge of getting any funds you put forth back to you.

With all due respect our refund policy for cash payments (as

indicated on our sales invoice) is 16 business days so the 7 day period that

you indicated was stated to you is a much better turnaround time that you are receiving

from ‘Acceptance Now’ directly.

Sincerely,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I just would like my money back its a shame that I can't receive my money from the store like I paid it in cash the policy that you quoted should be revised and the manager [redacted] should no longer work in the customer relations any where he is very rude unprofessional and flat out disrespectful

Sincerely,

Review: In sequential order.1. They charged me twice for the order2. They couldn't deliver when I needed it even though it was purchased 3 weeks in advance.3. On the day I took off to be home for the delivery, they sent the furniture to my BILLING address, even though it was clearly noted that SHIPPING was different, and made no attempt to fix it that day.4. The next day, they delivered out of time frame and without the bed frame.5. The next morning they delivered the headboard and footboard of the bed frame with no side rails. There was no attempt to get the side rails to us that day or in the future, or care/concern for the mistakes they had made. Refund was not issued in a timely manner and the delivery fee was not refunded despite the lack of delivery.Desired Settlement: A delivery fee is charged for delivery. Delivery was not made in completion, therefore, a fee is non applicable.

Business

Response:

Good Morning Revdex.com,

Please provide this customer with my sincerest apologies for the extreme failures she had to deal with while trying to get new furniture for her home. It is appalling to learn that our customer feels she was not provided with any empathy from us after our failures occurred. I am also very sorry that this customer had to escalate her concern so highly in order to get it properly recognized. As of 4.10.2014 our records indicate that this customer will be receiving a check from us for the remaining refund she seeks.

Please let me know if any further resolution is needed for this customer’s concern.

Thank you,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because: