Bob's Discount Furniture

Review: I placed a large order at the BOB's in [redacted] and had delivery scheduled for 10/3/15. Upon Delivery, [redacted] Swoop chair was broken in half when the delivery man unwrapped it from the box. Also one of the pillows was missing. The delivery guy called care to report the issue and he put me on the phone with a rep who confirmed the swoop chair would arrive 10/24 and the pillow would be mailed out. Later that night I moved the pillow from the corner arm chair and noticed there was a snag in the stitching on the seat portion. The pillow had been positioned conveniently by the delivery guy. I called Bob's the next day to report the issue. Instead of exchanging the arm chair they were only willing to send a repair guy to fix the snag. I was dissatisfied but didn't make it a big deal. Fast forward to today, my husband points out that the other arm chair has peeling leather on the seem. SO NOW IM DISGUSTED with the quality of the sofas. I call BOB's to request a refund on the 5 day old sofas and after holding for 20 minutes, the care agent tells me that they do not do refunds after delivery. I tell her that at no time was I informed of this policy and she directs me to the receipt which reads "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". This language is ambiguous and does not expressly state that there are NO refunds after delivery. Additionally, My delivery remains incomplete! I asked to speak with a supervisor. After holding for another 20 minutes Melissa A. employee number [redacted], repeated the same policy about another 10 times before I asked to speak with her supervisor (Dan C.) who refused to speak to me and conveyed the same policy via instant messages to Melissa. The lack of customer service from BOB's is disgusting and I want a full refund for all items. Now as im typing this complaint I notice another snag on a seat cushion! This is unreal.....Furthermore the Receipt has a guarantee that verbatim states "we grantee that our new products will be free from factory defects for one year from date of delivery or pickup" . Well so far it has only been 5 days and I have 3 defects on the sofa alone and one on a dining chair. I need a full refund.Desired Settlement: FULL Refund for order number [redacted]

Business

Response:

Good Afternoon Revdex.com,

We spoke with our customer this afternoon (10.20.2015) and

scheduled to have the living room furniture removed for a refund. We have also

included a partial delivery fee refund and a partial protection plan refund

based on the price paid for the sectional. The customer understands that they

will be mailed a check for the refund amount once the merchandise has been

removed from the home and returned to our distribution center.

We look forward to satisfying our customer with the delivery

for the remaining dining room chair on 10.24.2015 and apologize to our customer

for the disappointments they have experienced with this sales order overall.

Review: We are seeking to recover a refund for a “love seat” that was returned to Bob's Discount Furniture LLC on Wednesday, October 7, 2015.

Please see below for time line of events.

9/27/15 – Purchased Magnum 2 Piece Package (love-seat and 3 seat recliner) in the amount of $1,305.38. Items were to be delivered on 9/30/15

9/30/15- Items were delivered to address, but we immediately noticed that the love seat could not fit in the living room area and asked the delivery team to take it back. Delivery team members said that we must contact customer care and inform them that we would like to return. We contacted Customer service, who assured that the delivery team to pick up the love seat. No one came or called. We called to enquire where the delivery team were but we were told that someone already left a message for us and the soonest that the delivery team could pick up the items would be on 10/7/15. We informed customer service that was un-acceptable and we would like an earlier pick-up date. We were denied that request. We also enquired about refund process wanted to confirm that refund would be credited to credit card. The customer service representative told us that we would not receive a refund on our credit card and a store credit would be issued for another purchase. We told them that was contrary to the agreement. The customer service representative promptly hung up the telephone on us. We called the customer service center immediately after and informed them that we were hung up on. We asked them once again when we would receive a refund. They confirmed that the credit card would be credited only after they picked up the love seat sofa. We enquired how soon after and the customer service representative informed us that we should see the refund soon after.

10/5/15 – Automated message from Bob’s furniture was left on our cellphone informing us that love seat would be picked up on 10/7/15 within a 4 hour window (4-8 PM).

10/7/15 – Love seat was picked at 3:00PM. We called customer service and asked them when would we see our refund. The customer service representative said that we would see it on 10/9/15.

10/10/15 – Called customer service to inform them that we did not get our refund. Had to explain the situation to several different customer service representatives, which resulted in the assurance that my refund would be returned to me on 10/14/15.

10/14/15 – called customer service to complain that I did not get my refund. The customer service representative claimed that my request was only processed on 10/10/15 and I would see my refund on 10/16/15. I politely expressed my dissatisfaction and aired my dissatisfaction about being lied to. I requested for the refund to be expedited. My request was denied. When I asked for a reason, the customer service representative stated that my request was already processed, and there is nothing further they could do.

10/17/15 - No refund still. When I called today, they informed me that the account department was closed and there is nothing that can be done about it until Monday. This is totally unacceptable.Desired Settlement: I would like my money refunded as promised.

Thank you.

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 our customer and

while I know this is their Bobs experience I assure our customer that we would

not be continuing to grow if all our customers were met with so much

disappointment during such an important purchase.

The account records for this customer indicate that as a follow up

to their status request on 10.17.2015 we spoke with them today (10.19.2015) and

were able to correct the errors present on our end delaying this refund. We

apologize for the lack of care associated with responding to this customer’s

concern and thank them for escalating their concern so that we may address the

obvious coaching concerns we have.

As the funds will be released from our system over night – tonight,

we expect no more than a 3-5 business day complete (please take into account

the time that the bank who manages this card may need to process) processing

return time to our customer.

We apologize again for the frustration our internal failures have

caused our customer.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I did not receive a telephone call from Bob's Furniture Store (BFS). I did not receive a voice mail, speak to anyone or get a missed call yesterday (10/19/2015). It is unfortunate that BFS would make a fictitious statement to to resolve this matter.

Sincerely,

Business

Response:

Good Afternoon Revdex.com,

We absolutely made this phone call; I have double verified

the recording we have directly with the agent who made the outgoing call. Below

is the commentary from the account outlining the call made:

T/O DLAMotte

follow up with the

customer looking to find out why refund with processed back to card. Accounting found issue, has been corrected,

funds released today

Above Comments Added By T[redacted] ( [redacted])

On 10/19/2015 at 12:32

Again we apologize to our customer for wait that has been

associated with this refund however the funds have been fully released from our

end at this time.

Kindest Regards,

Stephanie A. G[redacted]

Bobs Discount Furniture

Customer Care Corporate Liaison

Consumer

Response:

Review: [redacted]I am rejecting this response because:

Review: We purchased bedroom furniture. First of all to get them to deliver to the correct address was a joke. Instead of delivering to my daughter's house they delivered to mine causing a delay in delivery. My daughter noticed that the headboard purchased had an imprint of the sales receipt caused by the delivery person leaning on the carbon to write while he had it on the head board. Almost impossible to get someone out to look at the headboard. have to keep calling and keep getting the run around starting with the mns that answer the phone to the mns scheduling the visit to inspect the headboard. We were finally successful in getting through and have to wait until October 11 for someone to come out. furniture was bought back in August before the sales tax free weekend. Asked them to honor the tax fee didn't want to do it then I believe took of a 1.00.

Asked for them to give a refund. They said it isn't possible once the furniture is delivered. I'd like a refund on the headboard and footboard. Just do not want to deal with them anymore. They sell junk and their [redacted] offer is just goofy and not worth anything.Desired Settlement: They come and take the head and foot board and give me a refund. I don't want to deal with them anymore. My granddaughters slept in the beds that were delivered. So far they are ok along with the one dresser.

Business

Response:

Good Morning Revdex.com,

Please pass on my sincerest apologies for the overall poor

experience our customer has endured while seeking to get only what was guaranteed

at the time of sale. We certainly do not intend to cause our customers more

grief while rectifying failures we have initially caused and we are truly sorry

for the aggravation we have caused Donna and her family to experience because

of our failures.

Should a professional repair not suit the needs of our

customer we are more than willing to replace the affected merchandise with a

factory fresh version or offer a 20% discount in the form of a refund on the

affected piece (the customer would be agreeing to keep this item as is with no

repair on the damage reported should the discount be accepted). I have noted our customer’s account with

these two available options for resolution and we ask that [redacted] contact us at

Customer Care (###-###-####) to make us aware of which option she may prefer.

While a monetary refund is not a possibility we do wish to

make this failure right by our customer and we look forward to hearing from [redacted] again so that we can resolve her concern in a fair and adequate manner.

Review: Bob's furniture sold us a couch and the goof proof warranty without telling us the full parameters of how the plan works. We were told that if we have any issues or wear and tear we can get the couch replaced. Less the four years later our bonded leather couch is peeling and falling apart and everyone at Bobs is telling us they are not able to do anything about this as the warranty is up and the goof proof does not cover this even though upon sale at the store in [redacted] told us this was the case.Desired Settlement: We would like to have the couch replaced.

Business

Response:

Good Morning [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 one year guarantee period offered directly

thru our company.

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 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 only able to make a store credit

offer to from a place of extreme courtesy and care. As with most protection plans

the Goof Proof Plan purchased does not cover normal wear and tear, this

courtesy option is not in relation to the plan purchased as it is being offered

to you by Bobs directly.

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 Queen Sleeper and the Chair from your ‘Park

Place’ 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 Queen Sleeper

and Chair 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.

Review: Items in which I ordered were never delivered.

On 5/17/2013 I ordered a bedroom set under customer #XXXXXXX.

0n 5/21/2013 the bedroom set was delivered with the wrong items. delivery person advised me to call customer care.

On 5/21/2013 I contacted customer care which stated they would resolve matter and call me back within a few minutes.

Never go call back from customer. I called them back again at which time I was told my product would be shipped out the next day(5/22/2013).

Called customer service for delivery time for 5/22/2013 and was told product will not be shipped today. Desired Settlement: Delivery of ordered and paid for items.

Business

Response:

Business Response /* (1000, 5, 2013/05/26) */

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for delivery issues you have experienced.

I am pleased to learn that delivery was successfully completed on, 5/25/13. Your satisfaction with the service and merchandise you receive is our ultimate goal. I have shared your experience with delivery and customer care management to explore ways to better improve the customer experience.

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

Consumer Response /* (3000, 7, 2013/05/29) */

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

Company could have adleast at bare minimum called me to discuss the matter. I requested to speak with supervisor and have not even received a simple call back. Ill never do business with them again. Thank you Revdex.com

Review: I purchased a sofa from Bob's on March 14, 2012. I was offered the goof proof warranty. I was advised it would act as an extended warranty and cover any damage within 5 years. I called to file a claim today and was advised because it was not accidental & because the damage was at the seams-there would be no coverage. They advised this is something that would be under the factory warranty which is no longer in effect. I was led to believe this was an extension of the factory warranty and would provide even more coverage. There was no intentional damage to the couch.Desired Settlement: I am asking for one of the following:couch repaired or replacedfull refund of "goof proof" warranty

Business

Response:

Good Afternoon Revdex.com,

Can you please ask this customer to call Bobs Discount Furniture

directly to schedule a resolution for this concern? While I am very sorry that

our customer is experiencing any aggravation with their product I am equally as disappointed

that our customer felt the need to escalate her claim so highly before actually

reaching out to Bobs Discount Furniture. We are happy to honor the extremely

valuable protection plan she purchased through us and ask that she contact our

Customer Care Department directly so we can provide her with the care she

deserves for her concern.

Our Customer Care Department is open Monday-Saturday from 6:30am

-8:00pm at ###-###-####.

Best Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Review: I had to contact Bobs Discount Furniture several times in the past 40 days to receive a refund of money spent on goods that were cancelled. In the Bobs Discount furniture site it states refunds will be refunded within 16 days. I have spoken to Bobs Discount Furniture and have been told the money's were released to my account several times. Two days ago I spoke with a representative who informed me the money would be put in my account within 48 hours (3/7/15 being 48 hours) along with a confirmation email. I never received the email, or the refund. Today (3/7/15) I spoke again with the [redacted] Branch (where goods were purchased) again for them to tell me the money's were released and there was a problem with my account, to which I responded that I recieve direct deposits every 2 weeks from my place of employment, the woman then told me the money's were released 3/5/15 and they should appear in my account Monday (3/9/15) or Tuesday (3/10/15).Desired Settlement: I would like to receive my refund, as well as an apology, I lived up to my end of the contract they recoeved money for their good in a timely fashion I would like to receive the same courtesy.

Business

Response:

Good Morning Revdex.com,

We are

very sorry about the errors that were made while processing this refund,

causing our customer any inconveniences. Please assure our customer that we

will be following up directly with our staff regarding the coaching concerns that

have been brought to our direct attention. Our records show information from

mid February 2015 indicating that we were continually waiting on the customer

to contact us back with their credit card information; we do not keep original

credit card information on file for our customer’s protection. We will

certainly research further to address the multiple calls the customer asserts to

have continually made to us, of course their refund concerns should have been

addressed and resolved within one phone call after we received verification of

the credit card number.

In

researching this customer’s account today (3.10.2015), our records do indicate

that the refund has been completely released and returned from our end as of

3.06.2015. We can certainly understand the immediate need to have these funds

back on such a large purchase like this and we feel terrible about any delay

that may have occurred in our release of these funds. The fact remains that

even after we release these funds there is another

party involved in getting these funds back to the customer (their bank). The

refund was also released and processed over the occurrence of a weekend which

is significant due to the nature of this transaction. Technically speaking

today (3.10.2015) including the release date of Friday 3.06.2015, would make

three business days from processing these electronic funds from our end.

Three –

five business days is a very common timeline that occurs between two companies

processing an electronic refund for any consumer. I would expect that the funds be completely

reallocated to the original method of payment by this Thursday (3.12.2015)

which would meet our expectations of a maximum five day processing time, if

this is not the case, please let the customer know they are welcome to respond back to us via this Revdex.com

channel and we will preform more extensive research with our Accounting

Department.

Once more

– the funds have been completely released from our end and at this time if the

customer is still waiting on the refund it is due to the processing time

associated with the bank their card is thru.

I apologize again for the inconvenience our failures caused our customer and

genuinely hope that our customer will provide us with another opportunity to

earn their trust back in our business in the future.

Kindest

Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: I purchased a area rug in March for 79.00. I returned the rug the very next day. I received a 79.00 refund via my credit card. They now have charged my credit card 4 more times for 79.00 and have only credited me back three times for the 79.00. I still have not recieved the last 79.00 back. I recieved a call last night stating that they know they have a issue with this and to call ###-###-#### for assistance. I called that number and just get a run around. I do not understand how this can happen and why it is happening. What about people who purchased more and it is happening to them. This is not good business.Desired Settlement: I just want my 79.00 back and I want them to delete my credit card information from there system as it is not safe. How can a business run like this?

Business

Response:

Good Afternoon Revdex.com,

We are very

sorry for any inconvenience we caused to our customer. Please let our customer

know that we do not maintain records with full credit card numbers in our

internal systems for our customer’s protection.

In our [redacted]

location we did experience an internal glitch which caused our customers to

believe that that they were charged more than once for their purchases in early

–mid February/around the time this location had its grand opening sales flow. We

assure our customers that they were not charged a duplicate purchase price, but

there was an issue that was corrected:

History:

Review: purchased a leather sectional from bobs discount furniture in 2014 ,also purchased a goof proof warranty on the sectional for 5 years salesman stated to me it will cover any problems with the furniture from a dog rip to stains .contacted bobs customer care on December 3 2015 with a issue on two seat cushions wearing out prematurely was told to contact insurance company after pictures were exchanged with bobs furniture and the insurance company was told that it was manufacturing defect .on December 3 2015 was told by Jared account manager for bobs furniture he would replace the two seat cushion skins at no cost to me but it will take 4-6 weeks .On February 5 2016 spoke to Katrina and then Sarah a account manager basically was told the seat cushion skins were never ordered and that they would not be paid for by bobs and have a nice dayDesired Settlement: replacement of leather sectional

Business

Response:

Good Morning Revdex.com,

Our records depict that

this sectional was delivered on 11.03.2013.

In regards to the

allegation that our agent ‘Jared’ approved a courtesy part order I am currently

working with our Workforce Management Team to locate the call recording between

this customer and ‘Jared’. I will respond to the Revdex.com once I have the findings

from our Work Force Management Team on this request.

‘Jared’ did log several

notes from this call, as did the other agent ‘Sarah’ that is also referenced in

this posting and I am confident in both of these agent’s abilities to properly

log their phone calls. Please see the documentation we have provided below as

this illustrates that our business informed this customer that they could

purchase the parts at their own cost, not that we would be taking ownership to

do this for them. Please also note that if the customer has experienced a

denial for a claim they made thru the [redacted] company (a third party company)

this is a concern that would need to be addressed directly thru the [redacted]

company and not Bobs Discount Furniture.

customer is very upset

that [redacted] and myself via photo review the damage to this set is not

consistent with mfg damage there is wear and tear and rips on cushions it is

not cracking and peeling bonded leather as this is not a mfg defect we have no

recourse other than to purchase parts customer extremely hostile and

threatening every imaginable action against bobs. submitted second voice.

Above Comments Added By (

Jared [redacted] ) On 12/03/2015 at 18:17

spw ricky, stating Jared

apvd part order for 2 seat casings sofa for ripping, was denied by gp for not

punctured, and Jared said we will comp him the 2 seat casings that is contrary

to what is noted above, says that conversation took place befor the one dated

above says was in november before thanksgiving, when I mentioned above convo

noted cust stated yes that took place and no one ever called him back but in

the convo instead of no recourse was told curtsy part order, offerd cust purch

part order and no curt part order, cust then started yelling and swearing

stating he is going to sue us all for fraud because he bought gpp and this

should be covered by that and he is going to file a complaint with consumer

affairs and his wife is an attorney and she is going to sue us, and he is

going to include my name and everyone he has talked to so he can sue us individual

Above Comments Added By [redacted] ( Sarah [redacted] ) On 02/05/2016 at 13:05

At this time we have not

committed to offering any recourse to this customer as a manufacturing defect

has not been determined as present within this furniture. Per the sales

receipt our customers commonly sign at the time of purchase- our business is responsible

to offer recourse for factory defect concerns under the five year plan that was

purchased.

If the customer would like

to have their concern with these seats reviewed at this level of Customer Care

we respectfully ask that they post the associated pictures they have to the Revdex.com

and we will review their photos with our Service Management Team to determine

what, if any, further recourse we are able to offer this customer.

Review: I have purchased sofa with two recliner chairs. At the time sofa was available and was delivered on Feb 4th, but recliners were on back order. They promised that recliners will be delivered on march 7th 2015 or before that. After few days I was notified that recliners would be available on march 28th. And again got a call notifying that it will be April 11th, which is still not final delivery date, it could be longer. When I called they gave me an option to select another sofa set and they will replace the whole set. After going to the store, I found only one set with similar price but did not like it. I would not buy something ugly just because its in stock. I asked for full refund (pick up that delivered sofa and cancel the recliners) of my money since they didn't have any decent option to replace and they can't promise the final delivery date for my recliners. Store manager said he can't help with that I have to call customer service. I called customer service and was told that they can't give refund, only store credit. They said that they can cancel the recliners and only give partial refund. They can't give refund for delivered sofa.; which again would not help me. I was promised to give full sofa set for my purchase but not getting it. I have made a mistake going to the Bob's furniture. I just want to return that sofa and get the full refund.Desired Settlement: I just want my money back, full refund.

Business

Response:

Good Afternoon Revdex.com,

I called and spoke with our customer today

(2.27.2015). I have apologized for any inconvenience our failures in properly

assisting him have caused and approved to provide our customer with the desired

settlement as listed in this concern.

We thank our customer for bringing the

coaching concerns we have to our attention so that we may address these and continue

to grow as a business.

Kindest Regards,

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I'm very frustrated with this company, I bought a couch a couple of months ago and it seems to be infested with bed bugs. My husband and I were inspecting the couch last night and found dried out bed bugs that seem to have been there for quite sometime now. My daughter takes her blanket to lay on the couch and lately has awoken with bed bug bites. We examined her bed but found nothing as her bed is made of plastic and her mattress is also plastic , we find it hard to believe for bed bugs to have started there. I payed extra money for their "warranty" which the associate of the store on [redacted] assured that any problem I would have they would exchange it for me. I called customer service and they tell me there is no recourse and they cannot do anything. They completely dismissed my complaint and made no possible attempt to offer any solution. They didn't even. Insider looking into to it which is a total slap in the face and basically in other words told me I lost my money AND HAVE TO INVEST in another couch.Desired Settlement: I only ask for a full refund of the couch, I was expecting to receive a replacement but get a completely different couch. However now that I see their customer service is less than what I expected I prefer a refund, I do not want any store credit, this is very inconvenient and on top of that to buy a new couch without even receiving some sort of credit is insane as I do not have money to throw away.

Business

Response:

Good Afternoon [redacted],

I am

very sorry to hear you have located pests in your product. Bob’s takes all

precautionary and preventive measures available to us to avoid contamination,

this includes a regular spraying of our trucks as a precaution. We do not sell

products infected by pests.

The sofa that you purchased was a new product that

was wrapped from the manufacturer. I can imagine that this ordeal has not been

easy on you or your family, but the facts are that the source of bed bugs are

from somewhere other than new furnishings. These pests require a human source

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

If you

reside in a multi dwelling complex, especially one that you are renting, you

should contact the property owner and demand that your home be treated by a

professional. Apartment buildings are highly susceptible because bed bugs can

travel room to room in the pipes and wire holes. Even if your apartment was

extremely clean and empty prior to you moving in, don’t assume that it was

bed bug free. Unfortunately, bed bugs have become widespread throughout

the [redacted] 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 are experiencing this problem, but we

are unable to respond to issues when the cause is beyond our control.

Kind Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I have videos and pictures of them only on the new couch, they have not been located anywhere else. I find your lack of customer service apalling. I bought a warranty through you guys, because I was told any problem I would have I would be able to have it replaced. Your company makes promises that you can not deliver, I find it to be a slap in the face to know I have to replace this couch when it has not even been four months. I suggest you educate your associates on what your warranty really replaces before a customer goes and spends extra money for no reason. They should really break down what the warranty covers instead of just trying to make a sale. I have to pay out of pocket for a new couch when I dont even have money to buy furniture every couple of months . On top of that the extra money I put down for warranty is going down the drain, I feel like that was a gift from me to you guys cuz I'm never going to see that money again.

Sincerely,

Business

Response:

Good Afternoon [redacted],

I am terribly sorry for the ordeal that these pests have caused

you to endure and I can certainly understand your frustration. As I wasn't

present during this transaction I can neither confirm nor deny the verbal

communications that transpired between you and your sales professional. We

provide a flyer of the Goof Proof Plus plan that indicates what is covered and

instructs our customer to review their entire [redacted] Plan for full details as

there are exclusions to coverage.

An issue caused by the environment the merchandise is being kept

in is not the fault of the retailer and regretfully we are unable to provide recourse

when we cannot take responsibility for the type of concerns you are reporting. I

understand your concern and empathize with the bed bug issue you are dealing

with in your home and apologize to you again that we are unable to provide

recourse for a concern that has occurred beyond our control.

Kind Regards,

Bobs

Discount Furniture

Customer

Care Corporate Liaison

Review: We purchased a dinning table and six chairs and a loveseat. Two of the chairs came broken. They took the chairs and replaced but within a week another chair has broken. Within three weeks of getting this furniture it has been nothing but a headache. Now we have spent money for a dinning set which seems to have defective chairs that crack in the corners (which is the reason two chairs were returned). Also the loveseat was nothing but a mess in getting. We had three couches delivered and all have been a mess. The first couch the delivery people cut when they were taking off the protective coverings, the second couch was delivered with the legs broken and the fabric/stitching on the back being pulled and almost ripped opened. The final couch that they told us to take or we would be without a couch creaks and sounds like at any moment will break. The money that was spent on this furniture, not to mention the credit check against me that was run makes me wish we had never heard of Bod's Discount Furniture. We regret walking into Bob's from day one. Purchasing our first home and buying furniture was dulled because of all of the problems. Now we are stuck paying for furniture that is broken or creaking and possibly on the way to breaking. Better workmanship and quality of furniture would be nice. I know that it is a discount furniture place but I also know that none of it was free and we worked hard to get the money to pay for this furniture.Desired Settlement: I would just like Bob's to replace our couch and replace the broken dining chair. Again it is very frustrating when every time we turn around the furniture we brought is broken. We were told that the couch we received was the last one but since it is Bob's poor quality of furniture we feel they should back up their products and replace it yet again with a couch that is of better quality.

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. While I remain very sorry I am

unable to locate any information in reference to the customer reporting their

current concerns with (1) Pub Chair and the Loveseat to us after we last

delivered these products.

The last two

pub chairs we brought to the home were delivered on 12.24.2015 and the loveseat

was exchanged on 1.06.2016. This Revdex.com communication is, with all due respect, the

first communication I can locate from our customer reporting any concerns with

items that were delivered over a month ago and nearly a month ago.

In reference

to the previous failures the customer has cited enduring our business provided

multiple forms of compensation to our customer as a further form of apology

from us.

Should the

customer wish to reselect (Choose another loveseat or item) from the current

loveseat they have in the home we will grant them the courtesy of approving

this without a technician visit however because we are not being provided with

an opportunity to determine whether the item is actually defective; the

customer will be asked to pay a new delivery fee (should they want the new item

delivered) at their time of new sale. We will also fully expect to remove or

receive back the current loveseat they cite unhappiness with.

In reference

to the dining room chair we ask that the customer provides us with more

information on what their concern actually is with this chair. I.E – If the

back of the chair has cracked then in most cases we are able to replace the

portion of the chair that is cracked and offer repair to the item (as stated on

our ‘Service Policy’ via the customer’s sales receipt).

The customer –

at any time can move forward on processing our reselection offer by contacting

us directly at Customer Care (###-###-####).

Review: I bought a sofa from Bobs Discount furniture 2 years ago and there is a spring that is popping through the couch. I was under the impression and the paper work states that there is a 5 year warranty. Bobs Discount Furniture sent out a technician on January 9th and he took a picture of the couch and blind stitched it and said that he would give them the picture and have someone contact us due to it being a manufacturing issue. The stitch has come out and is still broken.

No one called back and I was left on the phone being placed on hold over and over again and was hung up on after being on the phone over and over for an hour. Bobs Discount Furniture is now stating it is not covered under any warranty and that it is not a manufactures defect. I asked for them to contact and the sub contractor who came out to the house and was informed they were unable to follow up with the contractor or get the photo in question. Then I was informed to send a photo myself and hung up on with no contact information... I need help, I really don't think any couch that is hardly used should have coils/springs popping out and not be covered? Or, better yet fixed.... All I want is for the couch to be fixed. Please let me know if you can help...Desired Settlement: Proper repair of the couch or replacement.

Business

Response:

Good Afternoon Revdex.com,

Our records indicate that this merchandise was delivered on 10.03.2013.

[redacted] purchased does provide five years of coverage for

factory defect concerns directly thru Bobs Discount Furniture.

Our last service visit to the residence was completed on 1.09.2016 and the

technician provided us with a report that indicates that we serviced the left

side facing sofa –inside back cushion for a 24 inch (2 foot long) seam separation and then serviced the right side

facing loveseat –outside back for 1 inch of batting coming thru the seam. There

is absolutely no mention of coils/springs popping thru the furniture in the

report. I certainly apologize to our customer if the report we have been

provided is inaccurate in anyway however as a business servicing thousands of

customers a day we must place a certain amount of trust in the integrity of our

technician’s reports and the Customer Care Agents that are trained and employed

to record these reports.

At this time the customer

is essentially disputing the report we have therefore it is appropriate to ask

our customer to provide evidence to support their dispute with.

Please ask the customer to submit photographic evidence (To the Revdex.com)

of the item in its entirety and the concern up close- for example – 1 photo of

the entire item at a reasonable distance and a (1) photo of the spring they

assert is popping out. We will review whatever evidence the customer wishes to

provide for this dispute and respond after with what, if any, further recourse

we may be able to offer.

Review: we purchace a bedroom set from Bob's Furniture, and of March it was delivered on Wed. March 26th 2to our new location we where still living in our old locations we where in the process of moving. The bedroom set was damage we call Cust. Serv. they came & tryed to fix it with no luck, they again call Cust Srv. them selfs & explained the problem. they them offer to send us two new items that where in questions bed & dresser. they once more came by yesterday, Tuesday April 9th & delivery the new piece only the bed because they try to fix the dresser with no luck, and also had no luck with the bed when they replaced it with the new item. IT STILL DOES NOT WORK. They again call cust Srv. from our home & explained the problem they where having & told then it could not be fixed even with the replacement item. they promissed us that they will delivery once more 2 new item and replace them. IF THAT DOES NOT WORK THEY WANT US TO GIVE US ONLY STORE CREDIT BACK. WE HAVE A PROBLEM WITH THAT WE HAD PATIENT AND UNDERSTANDING THAT SOMETHING CAN GO WRONG ,BUT IF IT DOES NOT WORK WE DON'T NEED a STORE CREDIT, THERE IS NOTHING THAT WE LIKE OTHER THEN THIS SET AND WE DON'T NEED ANYHING ELSE THEN THE BEDROOM SET. PLEASE CAN YOU HELP.... I SIGNED A FROM SAYING THAT WE GET ONLY STORE CREDIT BACK BUT WE DID NOT THINK THAT WE WOULD HAVE SO MUCH PROBLEM WITH THIS PURCHASE.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

wE WOULD LIKE A FULL REFUND WE HAD PATIENT AND UNDERSTANDING THAT NOT ALWAYS EVERYTHING GOES SMOOTH BUT THIS IS UNACEPTABLE. WE WOULD NEVER HAVE SIGN THIS FORM. WE WANTED TO KEEP THIS SET BUT NOT IF IT DAMAGE THERE IS NOTHING ELSE THAT WE NEED OR WANT FROM THAT STORE AND LIKE THEY TOLD US IF THEY CAN NOT FIXED IT WE WON'T GET OUR MONEY BACK UNDER NO CIRCOMTANCES THEY WOULD OFFER US AN DISCOUNT, BUT I DON'T WANT A DAMAGE BEDROOM SET THAT NOT WHAT I PURCHASE. PLEASE HELP US........ THANK YOU.

Business

Response:

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

Good Morning Mr. [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the damaged merchandise and inconvenience.

I am pleased to learn that we addressed and resolved your concerns with the bedroom set on, 4/16/13. We were scheduled to exchange the furniture however, the drivers were able to adjust the screws as well as the dresser drawers; Comments on your account indicate that you were satisfied with the repair service performed by the delivery team. It is our hope that you are now able to begin enjoying your new furniture.

We appreciate your patience and business and apologize for the inconvenience.

Review: I purchased a loveseat and matchng sofa November 2012 from My Bob's Furniture store in [redacted]. I also purchased their Goof Proof Plan the salesmen assured my husband and I that if anything went wrong with the leather the goof proof plan would protect us with replacing the furniture or at the least repair it. After 18 months I noticed the leather on the loveseat peeled off in stripes on the headrest. I was shocked to say the least. So I made my first phone call to Customer service. They told me I would have to take pictures and then email them and I would get an answer as to what the next step would be within 24 hours.. After a couple of weeks I did not hear from Bob's so I called back. They claim they could not locate the pictures, so I asked if they can send a technician to my home to take the pictures feeling secure this would expedite my claim. He came took several pictures told me they will contact me within 24 hours. Did not hear anything so I called them. Once again, they could not locate the pictures. On my 4th phone call to them they told me to take additional pictures email them to the address and link they gave me. Once again, no one got back to me so I called the 5th time, and once again, they could not locate the pictures. The customer service is a joke. After severals months of this back and forth without them ever locating the pictures. They never saw the damage to the loveseat. I was told the manufacturers waranty expired after (1) year, which I was not told during the time I purchased the furniture. I also was told Goof Proof Plan was only for accidents which is not clear on the contract. So therefore, they have no other recourse for me. I have been buying furniture for over 35 years and I can not understand this at all. I now have a damaged leather loveseat bought a Goof Proof Plan thinking I was protected. I think they have false advertising. I expected more from My Bob's. They essentially told me I am stuck with this damaged couch I am not satisfied.Desired Settlement: I would expect a replacment of the loveseat.

Business

Response:

Good Afternoon Revdex.com,

I have reached out to [redacted] today (8.07.2014) on the number

she provided within this complaint. Please convey my sincerest apologies to our

customer as she hasn’t received the proper follow through for her product

concerns. I have left a message for [redacted] indicating that I would be

grateful for the opportunity to assist her directly from this point forward and

have provided her with my direct phone number. I am eager to help [redacted] resolve her concern and provide her with a fair and adequate resolution.

Thank

you for the opportunity to make it right,

Bobs Discount Furniture

Customer Care Corporate

Liaison

Review: I put a claim to Bob's Furniture Goof Proof warranty. My claim was for heat rings/marks that was caused during a dinner party. according to the warranty, this is covered. Now that I have placed a claim, the Goof proof warranty people are stating that the furniture is no longer "manufacturer standard" because there are surface scratches on the table. I am NOT claiming for the table scratches. I am claiming for the heat marks which are completely different issue.Desired Settlement: I want goof proof to uphold their promise to replace my table.

Business

Response:

Good Morning Revdex.com,

We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us. [redacted] is known as their parent company) is a third party company and we have, for many years, experienced a vast amount of approved claims through this third party company. Our customer’s are usually very happy with the outcome of their reported claim and based on the price they paid for the coverage our sales associates and sales managers would have no reason not to boast about the extreme value the protection plan carries.

We provide a general flyer at the time of sale that very clearly indicates there are some exclusion(s) to the protection plan and the document further encourages the consumer to read their full plan documents for the list of exclusions. As the manager of the plan, [redacted] is responsible for sending the consumer the plan documents. Should the customer decide that they would like to review the complete plan documents as the flyer suggests and they don’t have these documents, we assume (as any retailer would) that the customer would then try and obtain said documents for review. Had we been made aware of the need for these terms and conditions we most certainly would have provided them upon any request. As it is not typically a document we provide we literally have no way of knowing whether the consumer has received the complete plan or not and we see no reason not to trust that [redacted] is continually sending these documents as many claims for coverage are routinely approved.

In this consumer’s specific case I have attached the terms and conditions ([redacted] provides) for your review. Please see the below section as it is indicated that accumulation of damages will be considered an exclusion. This is clearly listed under the exclusions of coverage section within the protection plan documents:

EXCLUSIONS TO COVERAGE:

-General soiling, which is defined as a gradual buildup of dirt, dust, body oils, perspiration, or any other accumulated stains, that cannot be attributed to single occurrence.

-Odors; accumulated or long term multiple stains and unknown stains, color loss and fading. Normal wear and tear, including damage of this type cannot be attributed to a relatable accident.

Again we are truly sorry that this customer claim has been declined thru the [redacted] company and are sending thru information as to why this may have occurred. We do not have the ability to overturn choices made thru this company and as it appears that this customer’s dispute is directly with [redacted] we would suggest that this consumer reach out to the Revdex.com link available for [redacted] Protection Product’s Inc. directly [redacted] or speak with the [redacted] company via telephone [redacted] to seek an appeal to their denial result. %

Review: Bought this sofa on July 2013. After 18 months we see the cushions are fully sinking and we feel like almost sitting on the frame of the sofa! The springs are no more able to hold you up. When we reported this issue in Feb 2015, a service technician from Bob's visited and checked. He did not even sat on the sofa to test. He just used his hands to test how cushions are and told that this Sofa is not being manufactured anymore and this can not be serviced also. When checked with him about the replacement, he said it is not possible! Before he left, he also gave us a kind of warning that we have to be little careful when we sit, because the spring could pop out any time!

When further called the Customer Care (couple of times), to follow up, we were told that Service Technician reported this issue as 'Normal wear and tear' and hence not covered under any warranty! I am not sure how a defective spring is not a 'manufacturing defect'. In fact, when I bought this sofa, I was pushed by the Sales Rep to purchase 'Goof Proof Plus', by paying additional $50. This Goof Proof Plus is supposed to cover the Sofa up to 5 Years. Now, after 18 months, with a spring defect being classified as 'normal wear and tear', I have absolutely no support from Bob's. If Bob's Product is not able to withstand to its quality up to 5 years, I am not sure why they sell a warranty for 5 year! Finally, Along with the money I paid for Sofa, additional 'Goof Proof Plus' cost I paid is also in vain.Desired Settlement: Either service the product to its quality or replace.

Business

Response:

Good Afternoon Revdex.com,

We apologize to our customer for the

disappointment they have in the wear pattern of their product.

Our records indicate the following:

This sofa was delivered on 07/10/2013 and

the first concern for “sinking” was reported to us on 2/07/2015.

Following the guidelines of the ‘Goof

Proof Plus’ protection plan and our ‘Service Policy’ as communicated on our

sales invoice (also commonly signed by the consumer prior to leaving our retail

location), a service professional was sent to the home on 2.13.2015 to

determine if the product was experiencing a concern as a result of a factory

defect.

Our technician’s report indicates there

is no defect present and this particular model sofa is acting up to

manufacturing standards following the wear pattern the item appears to be

receiving in its environment. The seats may feel less resilient to the customer

than they did when they originally purchased the item and in all legitimacy a

loss of resiliency should be expected to occur over a period of normal use on

any seat. Our technician’s findings actually indicate –No Spring Concerns

Present.

Our technician is factory trained by the

vendor to distinguish a factory defect concern verses a normal wear and tear

concern and like many other protection plans sold industry wide Goof Proof Plus

does not cover an item for normal wear and tear. I have also included a

photograph of the sofa that we took while in the home for review, there appears

to be no sag present as the definition of a sag depicts that the product should

reflect an inward –loose hang without additional pressure being applied to the

object containing the sag. We stand behind the integrity of our professional

technicians and the reports they provide us with.

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 [redacted] (Mon- Sat

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

processed.

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

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

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

coverage and the determinations of Bobs Discount Furniture’s Service

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

invoice and provided at the time of sale.

Courtesy Offer for Resolution:

If the customer would like to reselect to

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

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

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

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

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

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

home before or on the same day the newly selected item is delivered. As an

additional courtesy we will provide the customer with a store credit for the

full amount originally paid on the Goof Proof Plus Protection Plan ($49.99) and

we can cover the cost of removing and disposing of the current sofa as we

continue to stand behind the integrity of our technician’s report.

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 bought furniture from Bob's discount furniture in [redacted] March 16 2013. I also purchased the "Goof proof protection plan" for $99.99. I was told this plan covers all accidents regarding my furniture. There was an accident that happened in my apartment on 2/20/14 there was work being done in my apartment. There was a repair man putting up a door to one of my rooms he had placed a piece of ply wood in my hallway. I had to move my furniture out of the living room so he can work in the area. Myself and the worker picked up the ottoman and accidentally hit the wood causing a rip to the piece of furniture. I called the number to Bob's discount furniture([redacted] products) I was told that type of accident is not covered under the plan because a third party caused the accident. The sales person who sold me the furniture told me all accidents were covered. She fought really hard to sell me this plan. No where on the plan does it state if a third party caused any damage to your furniture the plan will not be honored. One of my questions to Bob's discount furniture was " if a friend or family member walked into my apartment and accidentally tore my furniture will they still honor the plan. They said YES it will be honored. I was sold a service ( goof proof plan) under false pretenses. I want my ottoman replaced like I was told it will be if there was an accident under this plan that I have purchased. Bob's discount furniture employees try to push any extra services to the customers without carefully explaining the details on the extra warranty plans. I feel like I was wrongly cornered into buying this plan.Desired Settlement: I just want a replacement for my ottoman.

Business

Response:

Good Evening Revdex.com,

Our records indicate that we spoke with Mr. [redacted] on 3.13.2014

and made him an offer to refund the monies he paid us for his Goof Proof Plus

protection plan. As Mr. [redacted] has stated, the damage to his ottoman was

caused by a “worker” who was completing business in his residence. This is a completely

separate occurrence from a friend or family member who is visiting for leisure

and accidentally caused damage to his product. Just as our delivery teams have

separate insurance companies that are not related to Bobs Discount Furniture,

we must assume that the repair man conducting business also has his own

insurance company to use for incidents such as this.

Please extend my apologies to Mr. [redacted] for the frustration this

accident is causing him. We expect our sales professionals to educate our

customers with a general overview of our policies and protection plan at the

time of sale. While this general overview is meant to provide the customer with

the benefits of buying Goof Proof Plus, we continually find that there is not

enough time or consumer focus to explain all of the exclusions this plan has.

We ask our customers for an email address at the time of sale and should we be

provided with this information the [redacted] company will email our customer an informational

package containing their detailed terms and conditions.

As the retailer, learning of our customer’s concern we have

offered Mr. [redacted] the best option we have available. We can certainly process

a monetary refund of his plan back to him should he feel he did not get the

protection plan he paid for. The refund of monies would void not only his

accidental coverage through [redacted] but also his five year factory defect warranty

through Bobs.

If Mr. [redacted] would like

to keep his Goof Proof Plus Plan active we can also offer to mail him a Bobs

Discount Furniture Gift Card for the amount he paid us for this plan ($99.99).

If he would like to repurchase this ottoman so he has a factory fresh model

this gift card offer would cover 50% of the ottoman’s cost.

Thank you for your help in forwarding this message to our customer

and I eagerly await his response as we genuinely wish to help him resolve this

concern.

Bobs Discount Furniture

Customer Care Corporate Liaison

Review: I purchased a sectional at Bob's in September 2014. The couch is in my living room and rarely used. I wanted leather but almost all of the leather sectionals are mechanical with electric or mechanical reclining features which I felt would be problematic. My wife and I both work full time and are only home in the evenings. My den furniture is used primarily with this set being used only when entertaining.

When making the purchase I was told by the salesperson that bonded leather is a suitable alternative to leather. I specifically said I had a dog who is not allowed on the furniture but occasionally may jump on when I am not at home. I was told to buy the "Goof Proof Plus" insurance for my protection in the event there is any damage. I did as suggested and purchased insurance.

I noticed there are small marks on the fabric with several scratching through the surface of the bonded leather exposing a fabric underneath. This set is not even paid for yet as I still owe several hundred dollars. I called for repair with the Goof Proof and was told the insurance covers my pet bodily fluid stains but not if the damage it.

I reached out to Bob's via email and was told their "upper management" would not cover the damage. My biggest complaint is the fabric is certainly not durable nor a alternative to actual leather. The fabric is substandard and cannot stand up to the slightest stress without physical damage. Bob's should stand behind their products and not rely on slick salespeople misleading customers then selling them a useless insurance policy that doesn't cover the furniture.

If the salesperson would have been honest about the fragility of the fabric I would have either declined to buy it or taken drastic measures to ensure my dog wouldn't jump on the couch. I can assure you the dog NEVER goes on the furniture when I am home and if I know he has been on it, I'll take corrective action immediately. Bob's has thousands of complaints lodged against them and now I can see why.Desired Settlement: I want Bob's to repair the damaged cushions on my sectional or replace it entirely. Furthermore they should train their salespeople that honesty is the best policy. This type of customer service after a legitimate problem has been encountered will only ensure I don't come back and make sure every one of my friends and family members (amplified by my use of social media) will also know this company cannot be trusted to do anything other than sell substandard furniture and a useless insurance policy to protect them.

Business

Response:

Good Morning [redacted],

I apologize that you have personally

experienced any disappointment while working with Bobs directly or speaking

with the Guardian company.

As the Revdex.com is aware, the size of our

business is massive and we would not be continuing to grow so rapidly into new

territories if we operated without honesty and transparency. Word of mouth

travels extremely fast especially in an age of technology. I do not deny that

we, like any business, have unhappy customers who have experienced failures or

headaches while seeking to resolve their claims. The internet is a place where

information even from many years prior remains currently viewed and judged

upon. Many customers whose claims have been resolved don’t feel the need to

take action on reposting/posting positive feedback.

I am truly sorry that you believe to

have experienced any confusion during your time of sale, we do not deceive our

customers, support products and plans we do not find valuable, and we do not

force our customer into buying any product. To categorize our protection plan

as poor quality or state that all of our customers are complaining just

doesn't give the nearly 3,000 customers that are receiving a great experience

today and in the future, as well as my nearly 4,000 team members who strive

every day to make the experience a pleasant one, ample credit. We do provide a

general flyer at the time of every sale that very clearly indicates there are

some exclusion(s) to the protection plan and that document further encourages

the consumer to read their full plan documents for the list of exclusions.

We partner with Guardian to offer this

genuinely valuable option to all our customers and uphold the terms of coverage

in order to ensure all resolutions are kept fair for all customers. With this

being said, we are willing to make a valid effort to work above policies and

procedures and reach out to you as an individual by offering to refund you the ‘Goof

Proof Plus’ plan, ultimately canceling the protection that you have indicated

offers you no significance. This is an offer we make to meet your individual

demands and while we continue to apologize that your concern of animal damage

is not covered; keeping the plan for its manufacturing warranty and covered

accidents worth remains the route we strongly recommend for you and the

continued future of your product.

Kindest Regards,

Bobs Discount Furniture

Corporate Customer Care Liaison

Review: When my daughter's bedroom set was delivered, the delivery technician noted that he did not have the correct pieces to assemble the bed. He instead contacted the store, notified them of the problem, and used three spare pieces of old wood left over on his truck to use for the bed's support frame. I complained on numerous occasions to the store in [redacted], and even set up an appointment with a service technician. This was all done prior to the expiration of the manufacturers warranty. A technician finally presented to my home on 4/18/12, briefly looked under the bed. I explained to him what the issue was, and he told me that was not the information he was given by the store, and left in a hurry. I called the store, notified them of what transpired. They offered apologies, acknowledged the issue with the bed and even sent me a courtesy gift certificate. They assured me the matter would be handled to my satisfaction. It never was. The next time a service technician came to my home was on 9/24/13. He surveyed the furniture, called the corporate office, and told them the wrong pieces were used to assemble the bed. He also told them that as a result, the headboard was now split on both sides, at the point of insertion of both side rails. The technician handed me the phone to speak with the representative, and left my home. The representative told me I had no recourse because it was past the warrant date for the furniture. I asked to speak with a manager, and I was hung up on. I called back and after being on hold for approximately 20 minutes, was able to speak with an account specialist who also told me I had no recourse, that they would order the proper pieces, but would not repair the headboard, and that I would have to pay a private contractor to fix the headboard or buy a new one from Bob's Discount Furniture. Despite my numerous attempts to handle this matter in a civil and timely fashion, and despite Bob's Furniture acknowledging the issues, they refuse to accept any responsibility.Desired Settlement: At this point, I am requesting that Bob's Discount Furniture supply me with a new bed, providing me with all of the correct parts that should have been used in the first place to assemble this furniture piece. At this time, although I have paid for this furniture in full ($1,554.72 including delivery fees, protection and taxes) the bed remains unsuitable to sleep in. It is unsafe and will collapse once any pressure is applied.

Business

Response:

Good Afternoon [redacted],

Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the delay in resolving the issue with the bed.

After thoroughly reviewing your account, I have processed the necessary paperwork allowing the bed rails and headboard to be replaced. Please contact our Customer Care department to scheldue the exchange delivery.

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