Bob's Discount Furniture

Review: I recently ordered furniture from Bob's Discount Furniture. On the delivery day I took off of work to receive this delivery. 2 of the 3 rooms of furniture were sent wrong. Bob's allows you to keep the wrong furniture in the mean time to hold you over. I DID NOT sign for any of this delivery. Now we schedule another delivery for the corrected furniture and let Bob's know that we will not take another day off of work and that our time delivery time will have to be worked around our schedule. We were assured that this would not be a problem and even when the 3 hour window we were given was wrong they still told us to not worry it would be fine. Needless to say this was not the case and we were unable to get our furniture. The next week was the exact same story just repeated verbatim. Same song, same dance.Desired Settlement: I would like to come take the incorrect furniture and give me my money back. Bob's has the worst customer service and customer service individuals that I have ever encountered.

Business

Response:

Good Afternoon,

I spoke with Mr. [redacted] and he expressed his frustration and disappointment with our delivery service and lack of followup.

Mr. [redacted] understands that he is now scheldued for delivery on Saturday 10/5/13, a day which he confirms works best for his scheldue. I confirmed with Mr. [redacted] the items we are scheldued to pick up and deliver.

Once delivery is complete we will credit his delivery fee in the form of a Bob's Discount Furniture, which he will use toward the purchase of an end table. Once delivery and pick up is complete, we will refund Mr. [redacted], $149.80 back to his Visa debit card, the difference between the sofa and chaise.

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.

I will update this after the transaction is completed to my full satisfaction.

Sincerely,

Business

Response:

Good Morning Mr. [redacted],

The $149.80 refund was processed on 10/5/13; The refund was applied to your credit card ending in[redacted]. The delivery refund you were offered on, 10/5/13 was contingent upon the completion of delivery on 10/11/13 and that refund was processed on 10/11/13 in the amount of $229.99 however, you will need to contact the store and provide your credit card information to complete the process. I understand your request for additional compensation for the inconveniece however, we are unable to discount the furniture/order. I am hopeful that delivery of the chair will be completed to your satisfaction on, 10/18/13.

Consumer

Response:

There has been no refund of 149.80 made to me at all, or for the 229.00. If I contact the store I am told that they no nothing about this or attempt to refund me the incorrect amount.

Review: [redacted]

I am rejecting this response because:

Sincerely,

Business

Response:

The confirmation number for the $149.80 is, ZCR [redacted] and ZCR [redacted] for the $229.99. Refund check# [redacted] was mailed on 10/15 for the $229.99 and the $149.80 is being applied to the Visa card ending in, [redacted].

Consumer

Response:

I have received the delivery refund but still have not received the 149.80 that is supposedly being sent back to my card ending in [redacted]. Today is the 6th business day, refunds added back to a card take 3-5 business days.

Review: [redacted]

I am rejecting this response because:

Sincerely,

Business

Response:

Mr. [redacted],

Our records indicate that you cashed or deposited check# [redacted] in the amount of $246.09 on, 10/21/13. Check number [redacted] in the amount of $47.56 was mailed on 10/18/13 and I expect that you should recieve within the next couple days, if you have not recieved it by now.

Consumer

Response:

I am rejecting this response purely for the tone of the responses. I have been screwed around and led to believe that I was the cause of these problems. I have since received the check for the delivery charge of 246.00 and cashed it. DO NOT make it out like I was lying about receiving said check. I would like this to a permanent mark against the disaster that is Bob's Furniture.

Review: [redacted]

I am rejecting this response because:

Sincerely,

Review: In August 2012, I went to Bob's Discount Furniture store in Yonkers to purchase a bed room set. I was told that I could substitute a nightstand for mattresses, but was never told that I had to pay the difference for the mattresses until I went in person last month to choose the mattresses and make a payment on the bedroom set. At the store the sales agent who initially took care of me told me that unfortunately the substitution cannot be a straight substitution and that I'd have to pay the difference, which was very upsetting because I was almost done paying off the set until the mattress fees were applied, which increased my balance from what is was. Had I been told that I'd have to pay for the mattresses then I would not have been surprised at this news. Yesterday evening I called Bob's to pay my balance in FULL and arrange for my bedroom set to be delivered on Saturday March 23, I was told that its impossible because they have a lot of deliveries and are totally booked. I explained to the customer service rep that I am nine months pregnant and in need of having my bed set delivered immediately if they could make an exception. Then the rep told me that the mattresses that I chose were on back order and they would not be available until August 2013. I then asked to speak with a supervisor because I was not informed about any back order. When I asked the rep to put me through to a supervisor, her comment was "Oh God." I spoke to Mike who told me that there was a minor issue and that he'd email the general manager regarding the mattresses and I would receive a call from the general manager today( which never happened)! Mike said the general manager can check to see what the problem was.I had to call again because the general manager did not return my call to resolve my issue.when I spoke to Tony the general manager he was just as horrible giving me a bunch of excuses saying the bed w/ the mattresses can be delivered that wasn't an issue,but I have to wait until April 10 for the rest of the set.

Product_Or_Service: Bob room bedroom set w/ mattresses

Desired Settlement: I finally told Tony I want all my money back and still this is an issue. I'm due at any moment and I have no bed and I paid my balance in FULL!!I am disgusted with bobs furniture and their staff... I NEED MY MONEY REFUNDED TO ME IMMEDIATELY; So I can take my business elsewhere where I'm not to be treated in such a disrespectful manner ... I'm due to deliver my baby any day now and all this is doing is causing stress to me and unborn baby!Please assist me!

Business

Response:

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

Good Morning Ms. [redacted],

Thank you for choosing Bob's Discount Furniture. I have thoroughly reviewed your account and apologize for the merchandise delay, order issues and inconvenience.

Your request for a refund is understood although we would have preferred to complete the delivery of your order. A refund in the amount of $1124.80 was credited to your Visa credit card on, 3/21/13 and a check in the amount of $529.00 was processed on 3/22/13. I expect that you will receive both refunds within 7-10 business days.

Your satisfaction is our ultimate goal and based upon your complaint it is obvious that we failed to provide you with the service we humbly pride ourselves on. We would appreciate the opportunity to reinstate your order and provide you with the service you deserve; If you accept our offer we [redacted] waive the delivery fee.

Consumer Response /* (3000, 7, 2013/04/05) */

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

I did not appreciate being jerked around and stressed out in the last weeks of my pregnancy by the staff from Bob's furniture. They do not value or respect paying customers like myself. Their apology and settlement offer is not accepted. Because of the awful treatment that I endured, I will never do business with Bob's Discount Furniture again!

Review: I purchased a sectional sofa from bob's in 7/09 along with a 5 year goof proof protection plan- the original sofa was replaced due to manufacturing defects, and the feet on the new pieces stained the varnish on my wood floor( which was not immediately noticeably) . I called bob a couple of times in regards to this but never received a call back. Last month a sectional piece collapsed on one side and I called because my warranty is almost up , I explained the situation and brought up the fact that the sofa also stain my floors and no one ever addressed it and I was told the technician would address it and take pics when he comes out. The technician came (3/1/2014)took pics ,told me the sofa could'nt be fixed and the company would call monday. No one called so I called bob's, I was told a claim was put in and someone would call me after 4. I got a call @ 1 pm the next day saying sorry we're not doing anything for you. I called back when I got home from work and after hours on the phone spoke to a [redacted] who was in charge of the claim dept and he told me that Bob's technicians can't as the damage to my floor , even though I was told that's what he was coming out to do and my warranty was over and sorry there's nothing we will do for you. I verified with the claims manager that I was told the technician would come out and look at the floor. My warranty is still in effect for a couple of months and I would someone to fix my sofa and my floor.Desired Settlement: I would like the sofa replaced or repaired and the floor to be redone.

Business

Response:

Good

Afternoon [redacted],

I

apologize that you are disappointed with the performance of your product. I

assure you that Bobs Discount Furniture wishes to help every customer who has a

product concern. Our records indicate that you purchased a Goof Proof

Protection plan through the [redacted] Company, while you did make this purchase

at Bobs Discount Furniture the coverage plan you purchased is managed and

accepted through the [redacted] Company and not Bobs Discount Furniture. The

warranty you had with Bobs Discount Furniture expired on 6.17.2010 and we have

been providing you with courtesy services at no charge to you since that

expiration date. As the five year coverage you purchased is through [redacted]

you are encouraged to contact them directly should you prefer to see if they

can assist you with this concern using the protection plan you bought-[redacted]’s

number is ###-###-####.

We

are unable to take responsibility for the damage to your floors because we are

the furniture retailer. A furniture retailer cannot be responsible to know how

a product that the customer picks out themselves will react to the floors,

ceilings, or walls that make up their home. While I am truly very sorry that

you are experiencing stress related to this claim we have no recourse to offer

you relating to your floor concerns. The last Bobs technician that visited your

home on 3.01.2014 located no factory defects within your merchandise. If you

would like to respond to me with pictures of your set and more detail in

regards to what your specific concerns are with your set, I will be happy to

review your account in further detail to see what, if any, resolution we can offer

on the merchandise itself. Please do not send any pictures of your floors as we

cannot take ownership for that damage.

Thank

you for your time and I apologize again that you are experiencing frustrations.

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I paid good money for what I thought was decent furniture however we have had repeated problems from day one. Poor delivery, poor customer service, poor quality- biggest issue. The top bureau drawer broke causing the whole bureau to fall over onto my 5 year old daughter. She did get hurt but not to the extent of needing an ER visit. Bruising, anxiety and nightmares,. They replaced it with no concern for her well being. The replaced it with poorly constructed furniture. Replaced again. Now a knobhas broke apart in 3 different places in my hand so you can not blame it on my daughter. Also the [redacted] broke on a separate piece of matching furniture as well. Paint has peeled of and chipped too. e unconcerned. This has only been the first 9 months. I dread to see it in a couple of years. They declined to assist me with fixing any of this .Desired Settlement: I would like it refunded as I will have to replace the whole set in the near future. It will not hold up as advertised

Business

Response:

Good Afternoon 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.

We have not been made aware of any

damages that have not been addressed and

we have no service report from a technician that there are any

manufacturing issues with any pieces of this set that have not been addressed

previously. If the customer believes

that there are manufacturing issues that have not been reported, we ask that

the customer calls and sets up a service so that we may have the opportunity to

correct any concerns.

Courtesy Offer for Resolution:

If the customer would like to reselect to

a different set we will provide a credit (store credit) of 80%. This 80% will

be based off of the original cost paid for the merchandise. 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 bedroom set the customer

has in the home before or on the same day the newly selected item is delivered.

We would also be willing to offer the customer a discount on the

pieces in the home, [redacted] dresser, chest, nightstand and vanity desk. This discount would be 20% refunded from the

purchase price. We can issue this as a

corporate check. This would be in the

amount of $209.60.

Kindest Regards,

Tracy S[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

This is a very costly resolution to myself. I would have to replace everything still at 20% would still cost over $200 plus the $100 delivery fee plus the time, effort and day off to receive new merchandise. I counter with the courtesy refund for my inconvenience, 3 new knobs, a discounted night stand which I can purchase at the store and remove so the delivery charge not an issue. I also would like the damage to the dresser fixed free of charge. It is insulting to say no damage report was reported. I sent pictures directly to the representative which she verified and then flippantly denied. I have put hours of phone calls and every time I later am told I never reported anything. It has almost been a year and I was told the dresser falling on my little girl was turned over to the insurance company and I would be hearing from them. I still have not and believe now this was a lie to brush me off. I was going to come back and order the pink diamond chair and purple or pink girls lampshade to complete the set but at this point I am so leary of purchasing anything more.

Sincerely,

Business

Response:

Good Afternoon Revdex.com-

We are sorry that this customer feels she

can not accept this offer. As my final

offer to try to make this right for the customer I will offer a courtesy part

order for 5 knobs, so that the customer may have 2 spares. We will still offer the 20% concession to

keep the pieces this would be ($209.60).

The only damage that I could find for the dresser was a photo review

that it was determined that there is a non-manufacturing stain, believed to be

a spill. As this is not a manufacturing

defect, we would not be able to extend an offer to fix this.

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: Delivery is only available on Weds and Fridays in our area. We made arrangements to be home for a delivery on a Friday and during the delivery a piece of a sectional was damaged. The store ordered us a replacement piece, and schedule its delivery. We again took off work to be home for the delivery. They removed the damaged piece and then told us they had nothing to replace it with. When we called customer service they said they could not get us the replacement piece for several weeks and when I said that was unacceptable, they said they'd get it to me the following Wednesday. I said it would have to be AFTER 4pm and they agreed. The day before delivery they scheduled for 8am, and when I told them I was unable to be home for that, they said they could not schedule for after 4pm. I said I was not taking more time off work and they would have to either deliver it Saturday, or take back their furniture. They agreed to Saturday. When I called back to confirm, they said it was scheduled for April 1, a Wednesday, and that Saturday wasn't their delivery day. I said please take back your furniture and refund my money, as I no longer want to do business with you. They said they could only offer me a store credit. I said I wanted to talk to someone higher up, and rudely the supervisor told me they would advise I'd like to talk with their boss to tell me the same thing. (Which is not something a subordinate should be telling someone--that their boss will say the same).Desired Settlement: I want either Saturday delivery of my full order, or I want the furniture that is in place removed in exchange for a full refund.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies to our customer for

the frustrations caused by the delivery zone and the merchandise having an

unexpected back order date. We certainly take ownership for the unexpected

delay from the manufacturer and genuinely wish we could undo the mistakes that

have occurred during these transactions.

We further apologize for the rude behavior that this

customer asserts to have endured from our Customer Care Staff and have begun

researching our recording so that we can properly address the obvious coaching

concern this customer has brought to our attention.

Our records Indicate that we were able to accommodate a

delivery zone exception in an effort to make it right by our customer and

successfully delivered the remaining merchandise as of 3.28.2015 (Sat).

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: I purchased a sofa from Bob's Discount Furniture in [redacted] in April/May of 2015. After a few months the sofa fabric began to pull apart. A service tech was sent to my home and confirmed the issue. Bob's agreed to replace the sofa. A couple weeks later a delivery crew came with half a sofa. I argued with customer service for house that they could not replace half a piece of furniture because it would not match. After talking to everyone under the sun I finally received a call from a manager stating that they would replace the entire piece. The next delivery came with a new sofa that also was not correctly manufactured after it was placed in my living room. I called into customer service again and asked that I have both pieces of furniture removed and my money back. They refused to give me my money back but said I could reselect. So I reselected. This past Saturday February 6, 2015 I received the new sofa. It did not have hole drilled for the feet and one cushion is not big enough for the couch an falls off everytime you get off the couch. I called in today to schedule for a service tech. They told me I might have to have it replaced. I have taken about 6 days off work for these deliveries and service calls. I will have had 5 sofas in my house in the last 4 months if they take this one back. I am totally disgusted with the customer service and product. I would like a full refund for the sofa, delivery and warranty protection that I paid for because I do not feel that they will ever get it right and I have been more than patient. I am not inconveniencing my life anymore for thisDesired Settlement: I would like a total refund for sofa, delivery and warranty protection I paid for

Business

Response:

Good Afternoon Revdex.com,

I don't blame our customer for being very upset with us and on behalf of Bobs

Discount Furniture I extend my sincerest apologies. I know and

acknowledge how unpleasant this entire ordeal has been for this customer and

while I know this is your Bobs experience I assure you that we would not be

continuing to grow if all our customers were met with so much disappointment

during such an important purchase.

The customer’s comments regarding the service you received by our team are very

important and concerning to us. You deserve only the best service, especially

when you visit Bobs and I apologize again that we let you down.

I will absolutely authorize the return of the merchandise for

refund in this customer’s case. I do not

believe that this will erase this experience for this customer, but I feel that

it is the most appropriate response from our business to this customer. I will include as a courtesy to this customer

the delivery fee and the goof proof insurance to be refunded as well.

I do need clarification from the customer as I see there have been

two pieces that have been in the home from the original date of delivery that

have never been serviced or exchanged.

Are the storage ottoman and the chair that have been in the customer’s

home from delivery 6/20/15 staying or would the customer like these picked up

as well? As we have failed this customer

several times, I can extend this as a courtesy as well. The customer can reach out to me directly with clarification or can answer through the Revdex.com mediation service.

Review: To Whom It May Concern,

I recently placed an order via web (www.[redacted].com) on December 12th 2014. The store located in[redacted], MD asked me to come into the store and provide identification on this order. I told the store representative that this was an inconvenience for me, because I moved from[redacted], MD to[redacted], VA. I decided to go to the closest Bob’s Discount Furniture store located in [redacted], VA to provide this information. However, the store representative ([redacted], MD) gave me a hard time and demanded that I go the[redacted], MD location.[redacted], VA went ahead and process my order for the first week in January. A few week later, I received a call from the[redacted], MD indicated that my order has been pushed back to the last week in January.

On January 8th, 2014, I called the Customer Care Center. I spoke to[redacted] indicated that no order has been placed on my item. I asked to speak to Customer Care manager ([redacted]). [redacted] indicated that no order has been placed, because I failed to provide identification.

I called my Bank ([redacted]) funds had been paid out to Bob's Discount Furniture for this order.

Reference Order Number:[redacted]Desired Settlement: I request this item be delivered to my home address ([redacted],[redacted], VA[redacted]) free of charge, along with a $50 Gift Card.

Business

Response:

Good Morning

Revdex.com,

Please pass on our sincerest apologies

for any inconvenience caused to Mr. [redacted] to experience. Upon researching this

concern I have been educated that it was the credit card company directly

seeking verification of ID off of Mr. [redacted]’s web sale and not a request

initiating from Bobs Discount Furniture alone.We take any alert of a possible concern with any

customer’s personal security seriously and take the precautions we feel necessary

to protect all customers alike.

As I have just received this complaint

today (1.09.2015) further research into this account shows that after this complaint

was initially sent to you on 1.08.2015 (within hours) one of our Customer Care Management

tiers established contact with Mr.[redacted], also providing him with her direct

contact information for future use.

We stand behind the information our

highest level of Customer Care has already communicated to Mr. [redacted] and

apologize again for any frustration he has experienced during this transaction.

Kindest Regards,

[redacted]

Bobs Discount Furniture

Review: I purchased a living room set that was supposed to be leather any where touched. the material was peeling all over the couch. we filed a complaint with the company where they sent out a customer care person to view the couch. I also have extended warranty on this set as well for 5 years. bobs is supposed to guarantee repair or replacement on anything within 3 years and [redacted] for 5 years. bobs was contacted with in the 3 year time and customer care told us there was nothing they could do . I tried to file a complaint with [redacted] and they are also telling me there is nothing that can be done. I spoke to [redacted] from bobs customer care her id # is[redacted]. who was very rude and unhelpful. when I asked to speak to a higher person she would not provide me with the information to speak with someone else. I am trying to get this matter resolved, this was purchased 10/25/2010. the first call was almost 2 years ago. it still hasn't been resolved. this is an on going matter. now the set has been discontinued because there were other people with the same issue. I would like another set of equal value.Desired Settlement: I would like a replacement of equal value.

Business

Response:

Good Morning

Revdex.com,

Please pass on our deepest apologies for

any disappointment this customer is experiencing with the ‘[redacted]’ Plan or

the merchandise listed here.

Regretfully I am unable

to locate any account information that matches this consumer’s complaint within

our internal records.

I have looked under both names,

phone number, and address provided here and come up with no matching records

for any of those three key indicators. I was able to locate an ‘[redacted]’ associated with the address provided but this person has no sales for

leather merchandise and that particular account lists sales and resolutions

from the year 2011 only.

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 order number is not

available please have the consumer list the purchaser’s name that should be

listed on this account and/or the delivery address associated with this

merchandise originally. Warranties and resolutions are honored

from the [redacted] company and Bobs Discount Furniture to the original purchaser

only.

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

Review: Approximately 5 years ago we purchased a [redacted] mattress from Bob's Discount Furniture in their [redacted] store. The mattress came with a "15 year" warrantee. The mattress has become defective, as a giant hole becomes evident when my husband lays on the bed. A technician came out and measured the sag with a board and claims that the sag isn't big enough to honor the warrantee. I dont understand how they justify a 1 pound board being the same weight as a human body. When looking at the mattress, it looks fine, but laying or sleeping in it is a different story. When laying on the bed the hole is approximately 3 feet x 3 feet in circumference at the position of his lower back, butt and thighs. The mattress is completely uncomfortable and unusable as the hole is so bad it causes back pain and he is unable to sleep at night.Desired Settlement: I would like Bob's to do the right thing and replace the mattress. I am completely disappointed in the way they handle their "warrantees". I feel it is a complete scam and a true misrepresentation of their company/products.

Business

Response:

Good Afternoon Revdex.com,

We apologize that our customer is so disappointed with the normal wear

pattern of this mattress purchased from us. While we can relate to our customer’s

aggravation and personal preference concerns we do stand behind the quality of

the product we sell and the integrity of our factory trained technicians.

The service technician’s methods of reporting are trained directly

from the vendor who makes this mattress, as the retailer in this scenario we

are permitted to submit a warranty claim to the manufacturer only in the event

a defect is present. We are unable to offer any consumer the complete coverage

offered under a warranty should their concern not fall within the guidelines of

that warranty. This is a standard business practice industry wide and again we

are so sorry that this customer does not agree with the warranty report we have

acquired.

For the sole fact that Bobs Discount Furniture outshines any other

retailer in the ability to care for our customers on such a direct basis we

have provided two options for resolution out of extreme courtesy below. Should the customer wish to accept one

of these options for resolution they may respond in writing thru this Revdex.com

channel they opened for your mediation purposes.

Option one:

We will provide a store credit offer of 60% credit. This 60% will be

based on the original price paid to us for the mattress and foundation (set).

Included in this extreme courtesy offer we will provide the removal and

disposal of the current mattress and foundation the customer has a preference

concern with on the same date we deliver their newly selected sleep set.

Any new bedding or furniture item

purchase will be subject to a new delivery fee should the consumer wish to have

a new set of bedding or furniture item delivered to their residence.

-OR -

Option two:

We will provide a store credit offer of 80% credit. This 80% will be

based on the original price paid to us for the mattress and foundation (set). Should

this offer be accepted, we will not be responsible to remove the current

mattress and foundation set the customer has in the home and the customer would

be accepting this 80% credit with the agreement that they are keeping the

current sleep set ‘AS IS’ WITH NO REMAINING WARRANTY PROTECTION.

Any new bedding or furniture item

purchase will be subject to a new delivery fee should the consumer wish to have

a new set of bedding or furniture item delivered to their residence.

We apologize again that this customer’s concern does not fall within

the appropriate guidelines to qualify for warranty coverage. We look forward to

being able to help satisfy them with one of the courtesy options we have

provided in this response.

Kindest Regards,

Bobs

Discount Furniture

Review: My husband and I purchase a sectional couch from the Bob's Discount furniture in [redacted] on Tax free weekend August, 10, 2013, we picked out a color from the offered color swatches, we picked gray, nothing fancy. We were told that they don't offer that color in the store, that it would be a special order. We were told it could take up to 16 weeks, but it could be sooner... 16 weeks would've put us right around Thanksgiving. I called the store in November, to see if they had an expected delivery date, they didn't have an exact date but they estimated before christmas. So I called back the middle of december to see when I could expect the couch, they said January 4th, so I asked to speak to a manager to investigate further into my couch, the manager was NO help he said it could take between 16-23 weeks to get a special order (in a color they offer on the swatch at the store mind you) and that I should've been told that when I purchased the couch. ok so january 4th came and went still no couch I called back to speak with a different manager, who could've cared less about where my couch was and me not having it... he said I should have it by january 18th, the 23rd week... well it is now January 23rd and I am going on my 24th week with no couch, so I called today to find out if they had the status and an expected delivery date and now i'm begin told February 22nd the 28th week... you've got to be kidding me... it takes 6 months to get a couch in a color they offer on a swatch in the store??? I would just cancel my order but 1. I wont get the tax savings if I do. 2. I opened up a bob's charge to get the interest free financing and they are already holding the funds, plus it was a credit inquiry on my account and I don't want to have to do that at another store now 3. i've already waited 24 weeks!!!! I want my couch and I want some customer service! the employees and managers at that store have really, really bad customer service skills its just unbelievable, I just want a straight answer!!!Desired Settlement: I would like my gray sectional couch, with a concrete delivery date and I would like free delivery and I want some money off of it for getting the run around and having to wait so long!

Business

Response:

Good

Morning Revdex.com,

I

apologize that it has taken me a few days to respond to this claim. [redacted]

has reached out to Bob’s voicemail with her concern as well and we have been

trying to contact her via email since last week. Here is some context from the

email we sent this past Thursday (1.23.2014). I was hoping to respond to you today

explaining what resolution was taken to resolve this concern; however we have

yet to receive a response back from [redacted].

Good

Afternoon,

I am reaching

out to you in reference to the VM received here in our Corp Office; I was also

informed of the claim filed with the Revdex.com.

I would first

like to apologize for any and all inconveniences that have been caused by Bobs.

I have looked into the account and I see the issue is with the purchase of a

sectional in Aug 2013 a SPC order that you have not received. I am so very

sorry that you are still waiting for the merchandise.

I have looked

into the delay with my Merchandising Department to see what the delay is with

receiving the merchandise and there is a delay from the MFG. I tried to see if

we would be able to fill the order any sooner but unfortunately due it being a

SPC order there is no way to do it as there is no stock of the pieces in our

warehouses.

What I can do

is offer you 1 of the options below- please let me know if you are interested.

·

You can wait for the delivery

(2/22/14) and once the delivery is complete we can refund the delivery fee

($199.99) & the SPC order fee ($39.99) back to the [redacted] account.

·

I can provide you with a reselection/

you can CXL the order you have now and you can select another set that Is in

stock, and I will provide a gift card to apply to the account to cover the

taxes that you would have saved on the sale from tax free week ($112.44), I

will also waive the delivery fee for the set to be delivered.

·

I know this is the last option Bobs

wants to provide, but I do want you to know the option is there to CXL the

order.

Please let me

know if you are interested in any 1 of the above offers, and also if you have

any other questions or concerns.

Thank

You,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

Review: My furniture was delivered on 12-24-2015. It was understood they were to deliver my mattress (I paid cash for) and remove my old bedding. When they left I realized they left my old mattress. I informed them right away. They then told me they could not come back today but would be back next Wednesday. I then told them I had to put it outside and was told this was not a problem. The truck driver called me a half hour before he arrived and I explained to him the situation. I then received a call from the company saying they were not picking it up because it was left outside. After talking to several people at the office they basically told my to bad and offered no resolution. My experience with Bobs Discount furniture has been very upsetting to say the least.Desired Settlement: Pick up Mattress or pay for disposal.

Business

Response:

Good Morning Revdex.com,

Please pass on our sincere

apologies for any miscommunication or confusion that occurred during the

delivery on 12.24.2015 that caused our drivers not to remove the old mattress

as intended. We must maintain a certain amount of confidence in our delivery

team’s ability to determine if a wet mattress that has been left to the

elements is actually safe to place on their vehicle along with other customer’s

new merchandise. Our records indicate that our Customer Care Team provided the

customer with the best service they could provided this unique concern. We

spoke to this customer several times on 12.30.2015 (yesterday) and offered the

customer a $50.00 Bobs Gift Card as an apology for the missed mattress pick up

and even offered to escalate their concern internally to a higher

representative.

Please

note: that any agreement for a higher representative to follow up should be

considered as met at this time as the customer has selected to use the Revdex.com

mediation services and we are now responding solely thru this channel as one

organization.

The customer’s account also shows

a notation that on the day of the initial delivery (12.24.2015) they accused

our driver of consuming alcohol in their home and later called back to recant

and apologize to us for this statement as our delivery driver actually refused the alcohol the customer was

offering to him. This is relevant information because there was clearly

activity going on during the 12.24.2015 initial delivery that the delivery team

wished to avoid by exiting the residence after they completed their actual

delivery of merchandise. This may or may not have contributed to the driver

leaving before taking the old mattress however it is a relevant fact that

deserves attention on behalf of this unique concern.

We apologize again that we are

unable to remove a mattress that has been exposed to the elements and as our

business did not instruct the customer to leave the mattress outside we are

unable to take ownership for the actions of the customer in this case. We have

tried to offer the customer a token of our apology for the inconveniences this

concern ultimately causes them and will upgrade our original offer ($50.00 Bobs

Discount Furniture Gift Card) to the compensation offer listed below:

If the customer does not want to

accept out gift card offer we instead, offer to refund $75.00 from the delivery

fee paid to us as recognition that the delivery was not completed in the manner

disclosed at this time of purchase.

If the customer would like to

accept the $75.00 refund option please ask them to respond to the Revdex.com as ‘satisfied’

and we will then create the necessary paperwork and reach out to the customer

to fully process the refund back to their original method of payment.

Kindest Regards,

Stephanie *. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Business

Response:

Good Afternoon Revdex.com,

As a third party to what

actually took place in the home on 12.24.2015, I myself am having trouble

determining what may or may not have happened given the fact that the

information we are provided with continues to change at the customer’s will.

We will upgrade our offer

for a second and offer to refund ½ of the cost paid to us for delivery

($115.00). At the very least this offers a refund amount that may assist the

customer with the cost associated in getting the mattress removed. We stand

behind our (now twice) upgraded offer as the most fair and adequate

accommodation offer we can make to this customer. We apologize that their

delivery did not go as planned however we never agreed to take back a mattress

that has been exposed to nature, nor did we instruct the customer that they

should leave their old mattress outside.

If the customer would like to accept the $115.00 refund option please ask them

to respond to the Revdex.com as ‘satisfied’ and we will then create the necessary paperwork

and reach out to the customer to fully process the refund back to their

original method of payment.

Kindest Regards,

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 once payment is received.

Sincerely,

Review: The complaint we have is both delivery and customer service related. I went to the Bob's Furniture located at 2146 Bartow Ave to purchase several bedroom items for myself and two children. The sales manager and sales rep were marginal at best. I purchased bedroom sets for myself and two daughters. The order for one of my daughters was delay by several weeks and several of the items were not delivered as indicated in the order. Upon contacting Bob's we were told our mattress would be delivered within a 24 hour time period well the order was not delivered and when we contacted Bob's to get a status of the delivery we were told the order was not in the system which would delay the order another 48 hours. We spoke to a [redacted] who would not allow us to speak to a manager in my attempt to further escalate this matter. We've not received delivery conformation nor do we know if the other delayed items will be delivered on the promised date. The entire Bob's team has failed to provide profession service and information. We asked to have all the items picked up and returned back to Bob's and was told we couldn't do that which contradicts the information provided to us. Which states a 72 hour 3 day return policy.Desired Settlement: Replacement of all furniture and or Future store discounts and I require a written apology from senior management.

Business

Response:

Good Afternoon Revdex.com,

I have reached out to [redacted] directly by email today (7.14.2014). Please see a

copy of the email I sent below:

Good Afternoon [redacted],

My name is Stephanie

Gauthier and I work for Bobs Discount Furniture as a Customer Care Corporate

Liaison. I am writing to you to apologize for the terrible experience you have

endured while purchasing and taking possession of your new home furnishings

from us. I do understand the reasons why you are frustrated with us and I

assure you that it is never our intention to disappoint our customers from any

level of our business.

Our records currently

reflect that you are awaiting a final dresser/mirror delivery on 7.19.2014, is

this correct?

I do agree that at

this point we owe you more than just the delivery of your merchandise. If you’d

like me to do so I’d be grateful for the opportunity to assist you on a direct

basis. You can email me at this email address or you can contact me directly by

phone at ###-###-#### (Monday – Friday 8:30a -4:00p).

I apologize again for

all the frustrations we have caused you and for the sad fact that you had to

personally seek out a way to escalate your concerns on your own. I thank you

for providing us with the details of your poor experience so that we can

address our faults and work to grow as a company.

Thank you,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: When I purchased my two piece reclining sofa set from Bobs, I purchased the goof proof protection plan as I have two energetic young boys. We called once before for an issue with a rip from our sofa reclining and catching on a surface as it was reclining. It was handled very well and the issue was resolved. Recently, the couch was moved and upon being reclined, the leather caught on the wall, resulting in several small tears. Upon calling for the goof proof protection, the operator told us that because it had happened before it was now considered wear and tear. However, this was clearly a freak occurrence, a one-time event, and can clearly be described as accidental damage, which is exactly what the goof proof plan is meant to cover. I asked to speak to a supervisor and was told that nobody was available. I asked to speak to a manager and apparently there is nobody in charge at this particular center. I am very dissatisfied with my correspondence with the call center and the service on this plan.

Product_Or_Service: Reclining sofa and reclining love seat

Order_Number: [redacted]

Account_Number: [redacted]Desired Settlement: I would like a technician to come out and fix the tears in the back of my couch. An alternative solution would be to refund me for the price of the goof proof plan, which was $200.

Business

Response:

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that the furniture and goof proof plan have failed to meet your expectations.

I contacted our goof proof liaison department as well viewed the claim submitted to [redacted]. You reported fabric wearing and tearing in between the all the cushions, you indicated that there are (5) damages on the right side seat cushion that you believe occured from normal wear and tear and the damage to the back of the sofa occuring when the sofa hit the back of the wall. The claim(s) was denied as none of the damage occured as the result of a single accident.

If possible, please forward 3-4 pictures of the damage; Once recieved I will view them with our service manager to determine if "best effort" repair is possible. Pictures can be submitted to, [redacted]@mybobs.com.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The company has not provided a response as the message from business area is blank.

Sincerely,

Review: We purchased furniture from Bobs in October 2014 and purchased the additional goof proof plus warranty which covers you for up to 5 years for rips, tears breakage, spring etc. We filed a claim on December 2015 and they came out to look at the damage on 12-12-15. The swivel chair was completely frayed, the large sofa arm had a snap in the wood on the arm, the cushions were also frayed, the one side lost its spring and you sink down in it, and the backing, side and under neath the cushions is frayed. They tell us non of this is covered as it is not accidental. They will only replace the cushion covers on the sofa, and the swivel chair I would have to purchase another product. Why would I want to to only have this defect again. This was a brand new product to Bobs, we purchased additional coverage as it would be due to poor workmanship which is covered in plus, and they do not even want to fix it. They said if I would have said someone came in and tripped and fell and snapped the wood it would be covered. SO they are encouraging you to lie to have something fixed which you paid extra for??? On top their customer service is horrible and they are rude. Long story short I have damaged furniture that they will not fix, I am not even asking for a new product just to repair the damage.

Business

Response:

Good Afternoon Revdex.com,

I have spoken with Mrs. [redacted] today (12.17.2015) and

we have agreed on a resolution option that she is comfortable with.

At this time our business considers this concern

resolved and we apologize to Mr. and Mrs. [redacted] for the disappointment they

have experienced with their furniture and our staff.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

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

Sincerely,

Review: I bought a set of furniture from Bob's discount. It included a couch, love seat, coffee table and two end tables. A long dresser and tall dresser and two night stands. When they were delivered, the tall dresser had some problems. The top opens up. the right side hinge pops and the bottom drawer had a bent rail on the left side. The delivery driver and I explained it to the rep that he called and told him to order the parts so the repairman can fix it when he comes. they agreed. After several attempts to show up to do the repair, we found a time where we both could meet. I asked the repairman where are the parts? He said he did not know about any parts. He looked at it and said the exact same thing was wrong with it as we told the original rep. I am very upset at this point that I had to take off work just to be told what we already knew and now I will have to take off work again for them to fix it. I travel for work and it is very difficult for me to be at home. Every time I called to complain and try to fix this they put me on hold for 15 to 30 minutes and sometimes hangs up. It is sad that I paid a lot of money for this and can not use it. it has been over a month now and the problem is still pending. I am trying to get them to compensate me for my trouble and time.Desired Settlement: I want to be refunded part of my payment for my inconvenience and time. Right now we do not know when we will be able to get it fixed.

Business

Response:

Good afternoon Revdex.com,

Please pass on our sincerest apologies for the inconvenience the

damaged product continues to cause our customer. We can certainly understand

the customer’s frustration and acknowledge the reasons why the customer feels

they are owed something additional after their concerns have been resolved.

Bob’s prides itself on providing quality service and the best value product for

the price. Our primary focus is on making the concern we caused right so that

our customer is satisfied with the product that they have purchased from us.

At this time we are looking forward to completely resolving this

customer’s concern on 12.04.2015 as our records reflect that a replacement item

has been scheduled for delivery on this date. Should the customer still be

seeking a further apology amount from us they will be able to speak with our

Customer Care Office prior to the delivery team leaving their residence on

12.04.2015. We will review the account and at that time determine what type of

compensation we are able to offer.

We apologize again to our customer that we failed in completing

the expected service resolution on 11.24.2015 and assure our customer that we

are working at full capacity to get them their chest in pristine, fully functional

condition.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

I also found out they refused to give me a warranty and offer me Goop proof. I did not even know this until talking to a rep. They said the set was bought for a rental. It is my home. I own it and it is not a rental. Again, they are bringing it out on the 4th, but if they can not meet my time frame, they will have to reschedule it. It is a big inconvenience to me. They offered me a small gift card to there store. But after this experience, I am afraid to shop there any more. I have several pieces of brand new furniture that has no warranty because of there mess up at their office. So I need them to fix these things before I am satisfied.

Business

Response:

Good Morning Revdex.com,

Our service policy (listed on the

sales invoice) states “Service can only be provided within our serviceable area

to the original purchaser as stated on your sales receipt”. I do not believe

that we failed this customer as our sales people, sales managers, and store

managers continually make every

attempt to sell the Goof Proof Plus Plan where it can be determined as

applicable. If the customer disclosed to our retail location in any manner that the residence

this merchandise was being purchased for was going to be used for rental

purposes –I.E. someone else besides the purchaser would be the primary user of

this product at the associated delivery address- then our retail location acted

appropriately by not having our customer pay additional money out of pocket when

a claim for damage may be denied in the future. Again I assure you that our

retail location considers the absence of the protection plan as a severe loss

on this sale and would not have entered the comments previously posted unless

they were given an appropriate reason to.

The customer’s indication that

compensation and warranty coverage are one in the same is perplexing:

Compensation is something that is awarded to

someone that has suffered inconveniences as a result of our failures.

Once our failures are made right and we are certain that our customer will not experience

any further inconvenience it is then an appropriate discussion to have.

The Bobs warranty covers factory defects for a period of

one year to the original purchaser within our serviceable area.

We are working to the best of our ability to make the

concern with the chest right. The other ten (10 +) plus items that were

delivered to this customer in October have no report of concern or defect. Our

policy provided at the time of sale (commonly signed by the customer) is

overtly clear regarding our refunds and cancelation policy.

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Business

Response:

Good Morning Revdex.com,

We remain very sorry for any quality control concern

this item may be experiencing and have taken full responsibility for this

concern and our failures; while continuing to arrange proactive resolutions for

this customer.

The act of compensating a customer is separate from

the act of resolving a concern with product.

I stand behind the fact that our sales professionals

gain commissions directly off the protection plan we sell therefore there was

some type of reason (most likely the one the sale person listed in comments

that was previously posted) given to our business during the time of sale to

convey that this plan would not be beneficial to this customer.

The customer’s account shows a pending part order for

two hinges and two metal extension glides. Once these parts are received by the

customer we can schedule a professional service technician (and most likely on

a date that the customer communicates they prefer to us) to install these parts

and correct the concerns with this chest. Service technicians arrive for

service between an estimated two hour window (instead of an estimated four hour

window like delivery teams) which will offer less impact to the customer’s time

as well.

I have sent an escalated request to our Parts Department on our

customer’s behalf; alerting this department (the

parts department is the only internal group of Customer Care permitted to speak

with manufacturers and most are overseas shipping parts by container only which

may cause a delay just by being held up at sea or within United States Customs)

to inquire with the manufacturer if there is any way possible to get this

shipment sooner than what is currently anticipated. Regretfully most vendors

will not agree to air mail us parts and continue to ask us to wait for their

container shipment to come thru port.

We will try our very best to get this part sooner for the customer if possible

and appreciate their extreme patience with us. Should the customer prefer not

to wait for the parts we are able to offer another exchange attempt and as

indicated above I’m sure we can make a special request if necessary to inquire

with our Routing Department on what delivery day would work best for this

customer.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Thank you for your response. Just so you know, I will be out of town from Dec. 23rd to Jan. 4th. Also I am confused and parts ordered. It quantity is different. If you could please call me at ###-###-####. we can correct this. Thank you. Also, I want to confirm if I have any type of warranty or no warranty at all? Because another drawer has started sticking on the long dresser.

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'll call you right back" On three separate occasions I have been told this and in all three cases I DID NOT GET A CALL BACK. I purchased 8 pieces of furniture in October. I was given 2 separate delivery dates as 2 pieces were on back order. The first delivery date, I item was damaged (box spring) needed to keep so my kid could sleep on his bed. Arranged to have the it changed out when they returned to deliver the other 2 pieces. Second delivery date the new box spring was damaged as well, someone at the warehouse forgot to put 1 piece of furniture on the truck and the delivery people damaged my bedroom door. Attempted 2 more deliveries during times which were now convenient to ME. Third delivery came in the morning when I requested the afternoon, they said they would call when they were done with their route to see if they could come back - no one ever called. Fourth delivery came 45 minutes before I could have someone home. Again, they said they would see if they could do their next delivery and come back - and someone would call me back - NOPE no call back. Went to the store to get my money back for the piece of furniture that wasn't delivered and to get a refund for the damaged box spring that I was willing to keep AND get a refund of at least part of my delivery fee (because they failed to deliver everything). Received a refund for the furniture, was offered a $100 store credit for the damaged box spring. Not happy. The manager at the store said he was reaching out to his regional manager and would call me back in 15-30 minutes. That was at 3:10 PM (now 4:35 PM). I want to say that through the multiple phone calls and conversations I never lost my temper and tried to remain reasonable. Bob is always on TV talking about customer service. Bob - an item I purchased was delivered DAMAGED, the replacement item was delivered DAMAGED. An item I purchased was left off the delivery truck. And your delivery department expects me to take more time off work to work on their schedule. My time is very valuable and I cannot keep taking 4 hours off of work so you can get it right. I'm extremely disappointment in my experience and even more so in the people I keep talking with who tell me they are sorry and will follow through/up and then don't.Desired Settlement: I would like a refund of at least 1/2 of my delivery charge and a complete refund for the damaged box spring OR they can replace the damaged box spring during a time when I can be home without taking time off of work (weekdays after 3:30 PM).

Business

Response:

Good Morning Revdex.com,

Please pass on our sincerest apologies for the inconvenience

the multiple deliveries and damaged product continues to cause our customer. We

can certainly understand the customer’s frustration and assure our customer

that we never intended to disappointment them or cause them any aggravations.

Bob’s prides itself on providing quality service and the

best value product for the price. Our primary focus is on making the concern we

caused right so that our customer is satisfied with the product that they have

purchased from us.

As

the retailer we do take full responsibility for the disappointments that may

have occurred at the factory overseas or during the extensive transit the

merchandise endures prior to arriving to our customer. We want nothing more

than to make our failures right and provide our customer with the merchandise

they selected in the condition they expected. Regretfully like any other

business that involves a mass amount of daily shipments, there are aspects of the

delivery end that are not always within our control.

To maximize efficiency and keep the

delivery service fair for all consumers alike we route all of our deliveries

using a computer system that registers distances between all of the sub

contracted trucking depots and the customer’s stops that are scheduled. Once

this electronic routing process is completed an automated calling system makes

contact with our customers and provides an estimated four hour window for

arrival. On a very large scale out of 4,000 deliveries a day this process allows

for a smooth completion of delivery. We communicate this via many facets to

remain as honest and transparent as possible with our customers. Some of those

facets include the trifold provided at the time of sale and the ‘Delivery

Tracker’ available through our website. While we can request timeframes, as a

retailer we can never expect to know if our routing department will be able to

honor that request or what events will occur out of our direct control on the

road when the delivery date arrives. For example, if one customer cancels, is

not at home, or has an area that is not cleared for delivery it can cause the

team to run earlier or later than expected.

We further apologize for any

confusion that may have been present during our interactions regarding the team

possibly coming back on the previously scheduled delivery dates and we are in

the process of locating these recording to address any coaching concerns

present within these calls. It is common practice and our representatives are

continually trained to advise the customer to contact us once they have arrived

back to their residence and are physically available to accept delivery. As a

business we cannot confirm if/when someone is actually present in the residence

for delivery- therefore we rely on the customer contacting us in this case so

that we can map where the team currently is in reference to the customer’s stop.

At that point we can see if the ‘Go –Back’ request is even possible.

A time frame guarantee for after

3:30pm on a weekday is not a proactive resolution for our customer. There are

too many variables that cannot be controlled by our business in regards to the

other customers/other merchandise/weather /traffic conditions/etc. on the run

for that day. We most certainly do not want to let our customer down again.

Please see below for a list of possible avenues available

for proactive resolution:

Review: I purchased a mattress thru bobs discount furniture, when the mattress was delivered, they brought in the mattress without the protected plastic wrap on it. two months later I notice my mattress was sacking, I called bobs customer care to have them send out a tech, when the tech arrived, he looked at the mattress and discover it was cover in bed bugs, the mattress had a bobs mattress protector on it so therefore I had no idea that there was bed bugs. I spoke to customer care and explained the situation that I never had bed bugs before. the old mattress didnt have any bed bugs on it but the new one did. according to bobs customer's care "that's not there problem and blamed it on me" they refused to honor or resolved this mattress. I am a military veteran and I am a elderly person that has to come up with money to fumigate my house and have to replace the mattress that I bought from bobs furniture.Desired Settlement: I want bobs discount furniture to reimbursed me for the cost of the fumigation and a new mattress that I will purchase somewhere else.

Business

Response:

Good Morning [redacted],

I am very sorry to hear you

have located pests in your product.

Bob’s takes all precautionary

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

products infected by pests.

The bedding that you

purchased was a new product that was wrapped from the manufacturer, if the

delivery team unwrapped it prior to it being brought in your home it was most

likely done within moments of the item entering your residence for ease of

delivery. I can imagine that this ordeal has not been easy on you, but the

facts are that the source of bed bugs are from somewhere other than new

furnishings. These pests commonly require a human source to survive and they

move around by hitch-hiking on people and their belongings.

Unfortunately, bed bugs have

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

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

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

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

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

when they feed.

We regret that you experienced

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

our control.

Kindest Regards,

Stephanie G.

Bobs Discount Furniture

Customer Care Corporate

Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:According to the exterminator, the only place that the bed bug was on was the mattress that I purchased from bobs. There were no other pest problems anywhere else in the house expeCT that mattress.

Sincerely,

Business

Response:

Good Afternoon [redacted],

I apologize again that you are experiencing this concern and

understand your frustration and need to have this concern resolved. As stated

previously we have multiple protocols and procedures in place that we adhere to

daily to avoid any type of pest contamination. Please know that I have no

intention of placing blame for this concern within my communications to you and

I truly wish that there was something we could offer to assist you in this

circumstance but Bobs Discount Furniture does not sell or deliver products

infested with pests and the massive amount of public education that is

available teaches us all that bed bugs are not the result of purchasing new

furniture. Simply because the bed bugs have selected the bed to congregate in,

most likely because they have discovered that their source of food can be

continually obtained there, does not substantiate that Bobs Discount Furniture

is responsible for this concern.

Please know that while bed bugs do not come from factory fresh home furnishings

they are also not the result of an uncleanly home. Bed bugs are just sneaky

stow-a-ways, and are excellent at finding ways to travel right into your own

home. They travel most often in places like hotels, motels, shelters, apartment

complexes, dorm rooms, recreational areas, and even movie theaters. Recent

personal travel or any interaction with a relative or friend who has recently

traveled is another popular way bed bugs like to get around as hotels,

airports, rental cars, and most other forms of traveling are extremely

susceptible to bed bug tourism since there is a continued wave of movement

between large groups of people. The second you put your bag down, they can jump

into it and you would never know it until after you’ve gone home.

I am so sorry that you have to deal with this concern and I

apologize again that Bobs Discount Furniture is unable to take responsibility

for an occurrence that was not caused by the furnishings you purchased from us.

Sincerely,

Stephanie G.

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

The blame that bobs made is that the bed bugs was a passenger on my travel a quote from bobs " Please know that while bed bugs do not come from factory fresh home furnishings they are also not the result of an uncleanly home. Bed bugs are just sneaky stow-a-ways, and are excellent at finding ways to travel right into your own home. They travel most often in places like hotels, motels, shelters, apartment complexes, dorm rooms, recreational areas, and even movie theaters. Recent personal travel or any interaction with a relative or friend who has recently traveled is another popular way bed bugs like to get around as hotels, airports, rental cars, and most other forms of traveling are extremely susceptible to bed bug tourism since there is a continued wave of movement between large groups of people. The second you put your bag down, they can jump into it and you would never know it until after you’ve gone home." what bobs failed to understand is that I purchased two mattress for two different room. like I have said before, I had a water bed prior to purchasing the mattress.why would you delivered a mattress into my house with a plastic protector. why would you remove the plastic protector outside and then bring it into the house. 1st, the bed bugs was under your mattress protector. 2nd, the other mattress that was brought into my house for the other room had a plastic protector on it. 3rd, the only room that had the bed bug was in the room that mattress was brought in was the one without the plastic protector. 4th, the only travel I have in 20 years is on military base so therefore are you accusing the bed bugs was a stow-a-ways from the United States military base.

Review: well first hello to whoe this my concern.back in february 16 2013 I put a sofa love seat and three tables in lay away pay off in may.so everthyn was fine except love SEAT has a small scrat in the back so some one came to pacht it up no big deal.but a month later IN JUNE the cushion on the love seat stARTER TO SINK,SO I CALL THEM UP AGAIN AND ABOUT TWO MONTH LATER AUGUST THEY CAME AND KNOW WE GOT ANOTHER PROBLEM THE LEATHER ON THE LOVE SEAT IS PEALEN OFF, IF I SEE THE LOVE IS ON THE RIGHT SIDE PLUS SOME BUTTONS ON THE SOFA KEEP POPPING OFF.SO THIS FUNITURE IS NOT EVEN SIX MONTH OLD AND IM HEAVING PROBLEM WITH IT.BOB DISCOUNT FURNITURE CUSTOMER SERVICE REALLY IS NOT HELPING ME IM JUST TIRE OF THE GIVEN ME THE RUN AROUND FOR TOO LONG NOT EVEN THE INSURENCE PROTECTION PLAN CAN DO ANYTING I JUST WANT A REFUND OR DIFERENT FURNITURE BECAUSE THIS IS FALLING APART TO SOON.I REALLY APRESIARY IF YOU GUYS CAN HELP ME OUT AND ONES AGAIN TANK YOUDesired Settlement: PLEASE A DIFRENT SET OF FURNITURE,IF NOT REFUND IS FINE THANK YOU

Business

Response:

Good Afternoon Mr. [redacted],

I am so sorry that you are experiencing so many issues with your merchandise. I assure you that Bobs Discount Furniture wishes to help every customer who has a concern with their products. I can certainly understand how receiving the run around can be frustrating and I am here to assist you directly in any way I can.

Our technician was last at your residence on 11.20.2013 and determined that the damages to your sofa and loveseat were not the result of factory defects. The set you purchased is made of 100% top grain leather and it is extremely rare that this type of leather peels as the result of a manufacturing defect. Our records reflect that on that day of service our technician reattached the button that came off and attempted to repair the seat cushion, however you refused his repairs on the seat. At this time I will request that you respond with attached- current photos of your leather sofa and loveseat. I would be happy to review your pictures with one of our Service Technician Managers and determine what, if any, alternate recourse I have to offer you.

Please respond with these pictures as I am eager to look further into this situation.

Thank You,

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Sincerely,

[redacted] there's no help from customers service to send pics same thing over and over

Review: bought furniture from the [redacted] store to be delivered to [redacted] in [redacted] the day the furniture was delivered to my son's apartment his name is [redacted], my son put a small glass candle holder, with no candle in, the next day he decided to change the place of the holder the stain of the furniture came right off on the bottom of the holder, the furniture advertised as well made and comparable to the competition, the night stand was poorly made and was not stained, it was covered with a very poorly thin layer of waxed material, the room was delivered 7/16 and the incident happened the same week, bob's furniture refused to replace the item, the reason I am complaining is this company claims their furniture is well made and charged high price for very poor quality furniture, they told me if I bought the coverage plan they will replace it, but I didn't, it is a big scam out there that many people fall for it, their furniture is very poorly made, bad quality, please warn customers,

Order_Number: goes by the phone**

Account_Number: customer# [redacted]Desired Settlement: replace the item and own up to the bad quality of the furniture that costs them pennies and then charge customers hundreds of dollars

Business

Response:

Good Morning [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize you are dissatisfied with the quality of the bedroom set.

The damage you describe is not related to a defect and under no circumstance could have occurred, by placing an unused candle holder on the nightstand top. Since you opted not to purchase [redacted] on the set that is being in a college dorm, the damage you are reporting is not covered under the manufacturer warranty.

If you prefer to purchase a new nightstand, I will apply a $25 gift card toward the purchase or we can arrange to have our technician touch-up the area however, if you are dissatisfied with his repair in any way, we will not offer any additional recourse.

Please let me know how you wish to proceed. Please note this offer is a courtesy and if there are any other instances of damage unrelated to a defect, we will have no recourse to offer.

Consumer

Response:

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

the furniture was suppose to be real wood that was stained, the stain usually permeate through the wood and it doesn't come off, if anything the shellack coating that covers will come off, not the stain!!!!! in order for the stain to come off, the wood has to be sanded, the answer that bob provided doesn't make any sense, the wood has a thin film, that is a bad manufacturing and bad quality furniture that doesn't deserve the price I paid for it.

Business

Response:

Good Morning [redacted],

I apologize you are dissatisfied with the previous response. Our offer and position remains the same; If you prefer you may forward pictures of the damaged area, purchase a new nightstand or we can send a technician.

I am not in a position to comment on shellack, stain and sanding as that is a conversation to be had with a furniture technician.

Review: I bought the Bobs goof plan for damages and have been denied twice on things they said were coveted.Desired Settlement: Repair or replace as stated in contract of kitchen table and bedroom chest of drawers

Business

Response:

Good Afternoon Ms. [redacted], Thank you for choosing Bob's Discount Furniture. I have researched your purchase history and all associated warranties.Goof proof is designed to provide coverage against most common types of in home accidental damage, when properly reported. You first contacted Guardian in 2012 to report scratches on the kitchen table however, you were unsure how the damage occurred and therefore, the claim was denied. Later in 2015, you contacted Guardian to report that there was a gouge on the table from a plate, that claim was denied for accumulation as you reported multiple damages (chairs, chest and tabletop) at one time. We (Bobs)reevaluated the goof denial for the chest and dispatched a service technician to your home on, May 26, 2015. Our technician indicated that he was able to successfully reattach the side brackets on the bottom drawer of the chest and service was complete. If you prefer, you may send photos of the table so that I may view them with our service manager to determine if you qualify for our billable service, depending upon the extent of the damage and overall condition of the table. Please attach photos to this complaint.Thank you,[redacted]