Good Afternoon Revdex.com,
size="3">I personally spoke with this customer on 11.22.2014 and sincerely
apologized to her for the inconvenience that the back ordered sofa was causing
her to deal with. At that time I explained to [redacted] that the merchandise
coming in from our overseas vendor is a part of our business that regretfully
we have little to no control over. I know for a fact that no one in our
business ever expected this item to continually be on back order again and
again.
On that day I came up with a solution, one that was completely
beyond our normal policies to do, to appease the wait that time that our
customer was already experiencing. We delivered a loaner piece of product to
the customer three days later as she has also depicted here.
Our inventory system continually showed us that this sofa
was available to schedule on the dates we agreed upon with [redacted]. We are just
as disappointed as the customer is that we do not have this sofa and the
massive amounts of sofa’s sitting on a container in port have yet to arrive to
our distribution center. I can completely understand her frustration having to
wait on the sofa to come in and at this point we literally have done everything
in our power (including taking a loss on a totally separate piece of furniture
so she would have seating) to try and combat the back ordered merchandise issue
that remains beyond our control.
Should [redacted] not be able to use the loaner loveseat and
wait for the sofa to arrive we do understand this and will certainly remove the
product she has (two loveseats) from her home and refund her purchase price in
full. The removal of product can happen as early as 12.13.2014 (Saturday)
should she like because our records indicate that a pickup order remains active
on her account for 12.13.2014.
Our Customer Care Office has already approved offering
[redacted] monetary compensation once her concern has been fully rectified and
again this is an extreme effort on our part as any further form of apology from
us is offered in a Bobs Discount Furniture Gift Card only under our usual procedures.
We have been and continue to work above and beyond to address this scenario.
We do recognize the level of aggression that [redacted] has been
communicating to us and we have continually tried to meet her demands to the
best of our abilities. We apologize that she remains so upset and empathize
with her frustration.
Please ask that [redacted] respond thru this Revdex.com channel that
she opened or contact us at our Customer Care Office via ###-###-#### to
advise us if she’d like to keep the pick up scheduled for 12.13.2014. Should
she wants us to remove the 2nd loveseat she maintains on that same
day we will do so and begin the process for granting a monetary refund to her
original method of payment.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
in April and June 2012 and at that time the customer purchased the option of
[redacted]. I have attached the flyer the customer was given at time of purchase for review.
This delivery came with a one year manufacturing warranty
through Bob’s. We did extend an exchange
to the customer, within warranty period, for damages that were reported to us,
of a manufacturing nature. This warranty
period ended in June 2013.
The protection plan for accidental damages is through a
third party company, [redacted]. [redacted]
covers the merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
The customer reported to [redacted] in March of 2016 that the
chair damage was not accidental; it was because of normal wear. This would not be covered by [redacted]. This was explained to this customer by our
customer care lead Jared. He offered at
that time to allow the customer to purchase parts at half price. The customer refused. He explained to her at that time, she is out
of warranty through Bob’s and [redacted] only covers her for accidental damages. We would not be able to offer any other
recourse.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon [redacted],
I apologize if you were unaware of the terms of your [redacted] contract. I called you at both telephone numbers listed in the Revdex.com complaint and left a message on, 6/27/14 at 10:35am but, you have yet to return my...
call.
You selected furniture from the Bob's Discount Furniture showroom however, you entered into a contract with [redacted], who owns the furniture but leased it to you. Bob's Discount Furniture is unable to alter any portion of an [redacted] contract.
I will be happy to research your account, if you provide your order number, approximate date of delivery and store location however, you will need to dispute any charges and merchandise possession with [redacted].
Sincerely,
[redacted]
Revdex.com:
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 am still waiting for my refund from Bob's. Once I receive it, I will notify you.
Sincerely,
[redacted]
Pros: Price, Furniture Looks very good in the showroom
Cons: Looks are VERY deceiving. Furniture definitely not built to last, very Poor Materials and construction, buying the extended warranty is useless and Bob's does NOT stand by their products. They apparently sell Disposable Furniture designed under the "Planned obsolescence" model.
My wife and I Bought a leather Sofa bed from Bob's a couple years ago. $1300 + $149 for Bob's cute sounding "[redacted]" accident protection plan which also extends bob's own "factory defect" warranty from 1 to 5 years. Sofa worked well enough. However we made the mistake of actually using the bed portion of the sofa bed. We had to use it for my kids and my wife on a daily bases for a month due to extra guests in the house, within this time frame the bar that supports the foot of the bed portion became easily fatigued and literally bent inward on both sides. The whole lower section started to buckle and as a result, the area where people's feet would rest dropped by at least 3-4 inches. This was clearly a defect, the metal used upon inspection was extremely thin (less than a quarter inch thick) and apparently not very strong at all.
Since I was still under warranty however, I thought we would be okay. The Tech came from Bobs, looked at the sofa for a total of 3 minutes, took a photo and asked to use my phone. He said the entire frame assembly needs to be replaced, not just the one bent bar and he put me on the phone with the woman from parts so they could order the needed replacement components and schedule a time to come back once the new part arrived to complete the warranty repair. He talked to her for a minute then handed me the phone saying she needed to complete the transaction with me. The man abruptly left while I was still on the phone with the woman at bobs. She then proceeded to tell me that I had to pay for the replacement frame section. Um, What? I was taken back and asked why its not being covered and she said the tech determined that it was not a defect but fear not! You can contact [redacted] and they will help me out since this was an "accident." Little side note, I thought [redacted] WAS Bob's but its not; It's [redacted] (lord help me [redacted] has a dubious reputation in of itself) I can report the damage to them and they will definitely cover this. I said there was no accident that I was aware of, it was being used as intended. I was literally told to "make up" an accident, since its not a defect it has to be accidental damage and I MUST speak to [redacted] Inc.
After going to [redacted] Inc before I mentioned any kind of accident, I asked them What the criteria was for coverage, what were considered "covered accidental incidents." If you notice in ALL advertising that this valuable information is completely missing, no where on the website does it actually tell you what types of accidents are covered; just what parts. I literally was told this information cannot be shared with me and that I just needed to tell them what happened and they would tell me if it was covered or not. How convenient! I was still insisting that it was material defect but Bob's was forcing me to report it as an accident. I reported it as an accident, and [redacted] Inc/[redacted] determined that it was not an accident and would not be covered by them either. Shocker I know. After a considerably long and heated argument about me getting switched around all over the place, and them blatantly concealing there own internal information about whats considered a "covered accidental loss" they said Bob's would make good on it being a defect and pay to repair accordingly. I was not very optimistic at this point.
Back to Bob's 800 number and after over an hour on the phone, they told me there was nothing they could do as the tech who came arbitrarily decided it was not a material defect. I asked them on what evidence did the tech decide it was not a defect? They went to managers several times putting me on hold for extended periods of time and told me they can't help me the managers decided! So I insisted on talking to one of these managers, I would talk to Bob if I had to go that far. Click..... they hung up on me.
So my sofa-bed is no longer a sofa bed, its a very expensive but cheaply made sofa..only. Which we will replace at some point with an actual sofa bed that is not made of garbage materials.
Lesson learned: Bob's furniture, while it looks good in the showroom is NOT designed and built well or for endurance long term. Behind the pretty leather is cheap wood components matched to extremely cheaply made and flimsy metal construction pieces. I think they employ the term "Planned obsolescence" to a whole new level. For your sake and the sake of your family, please BEWARE AND STAY AWAY FROM BOBS!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and pending I receive my furniture on 1.31.15 I find that this resolution is satisfactory to me.
Sincerely, [redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us. We have reached out to
the customer directly to make sure all of the issues have been addressed and to
discuss compensation. We have offered
this customer several options. They will
discuss and reply back to us with their decision.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your mediation assistance is not wasted.
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. I see the purchase was made in September
2011. At the time the sale was created
the customer purchase Goof Proof. This
merchandise was covered by manufacturing warranty for one year from delivery by
Bob’s and the Goof Proof covered the piece for five years for accidental
damages.
We sent our technician to the home for a
Best Effort service. This was offered as
a courtesy. The manufacturing warranty
expired in September 2012. The customer reported
to us on 1.21.17 that the recliners were not reclining and the cushions were
all sagging. When the tech went to the
home he found several issues with the pieces.
Best Effort service does not include parts. The tech found that the mechanisms need to be
replaced and pull chords on the recliners need to be replaced. These would need to be purchased by the
customer as there is no remaining warranty.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and I will keep the exchange date of February 20, 2016 to remove damaged sofa bed in exchange for a new one.
The problem is not making the payments, the problem is having the same item shown to me in the storeroom ( which I tried out, sat on, and decided would fit well in
my home) be the same one sent to my home and in the same condition. The firmness of the seat cushion in comparison to the the firmness of the back cushion is
what made me purchase it. Then after the purchase, my problems began with bobs furniture discount. From my problems, your company offered me $25 at first
then $75 store credit ultimately for it taking more than 3-4 weeks from the original date of purchase to delivery all the pieces, assemble them, and for the poor
customer service representative communications I received during the whole fiasco. The compensation I received was unsatisfactory due to my inability to use it.
There is nothing in your store that costs below $75 because I am not spending another dollar in your store ever again, so anything I attempt to get, must come to the
entire amount wiithout me putting anymore money from my pocket to get it. But I accepted it because at that point, I finally had all the pieces in my home. Now this
new problem, I've only had these pieces for a short time when I first called to complain that the cushions were low. I was told to leave the sofa open to allow for the
mattress to expand because the mattress supports the cushion and it is delivered in a box so it needs time to expand. I did what I was told and that did not resolve
the issue. I called again and a technician was sent out. He said that it was normal for the cushion to sit 3 INCHES lower from the edge which does not make sense.
I have enclosed some pictures of the couch so your company can make an educated rebuttal next time. I suggest when technicians are sent out, you have them take
pictures as proof of your customer disputes before you side with the technician over the customer. The way it is now, when my guests or I sit on the sofa bed couch,
the back of our legs rest on the couches frame and that can not be normal and it is totally uncomfortable as well.
I am totally disgusted that bobs furniture discount could offer these minimal amounts to the customers who have real issues in there home with their products. The
offer of keeping the bad couch is insinuating that my issue is the cost, not the product and trust me its the product. The offer should be in addition to not instead of
for another inconvenience. The overt nature of your business practice to offer defective furniture for discount prices is appalling. Once this is over, you have lost a
customer in me.
I accept the offer of exchanging the sofa sleeper and reject take money and keep the damaged item.
Sincerely,
[redacted]
Good Morning Revdex.com,
face="Calibri">While we apologize that our customer is unhappy with their
merchandise, the service technician communicated a full report (we spoke to the
customer’s father as he was present in the residence on date of service) and
found that there were no defects present. This means that something happened to
the merchandise while in this home to cause the mechanism to look and act the
way it currently does. The customer has no record of attempting to file a claim
for damages thru the Guardian company for this occurrence since they were referred
to do so by us in May of 2015.
In an extreme effort to meet this
consumer’s demands for resolution we will make two (2) courtesy offers for
resolution (listed below). Should the customer wish to accept one (1) of these offers
they are able to respond via the Revdex.com or contact our Customer Care Offices at
###-###-#### (Mon- Sat -6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to have the
selected offer 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 Offers for Resolution:
Option #1:
We will order the part needed for repair
and install it at no charge. Being that this is a mechanism order, we must wait
for the manufacturer of this product (overseas) to ship it to us directly
before we can ship it to the customer. As of today (9.30.2015) this mechanism
would take approximately 12-16 weeks to arrive to the customer after the order
has been placed.
OR
Option #2:
We will provide the customer with a
reselection credit so that they can return to our showroom and select a
different set - the following terms
apply to this option, should it be selected by the customer for resolution:
·
The Goof Proof
Protection offers all customers a one time replacement within five years – this
would be considered that one time replacement and the protection plan will be fulfilled
on the sofa.
·
We will provide
100% store credit for the Sofa (affected item) as originally paid per the
invoice.
·
We will provide the
customer with 70% store credit for the matching loveseat (non affected item
with no concerns reported) based off the price originally paid per the invoice.
·
We will provide a
pro rated credit for the protection purchased on the loveseat only– this prorated
credit will be for $99.99.
·
The customer will
not be charged a delivery fee on the new sale
·
We will expect to
remove the current sofa and loveseat the customer has possession of on the same
date we deliver the newly selected furniture
·
This credit is
valid for two months after its creation
We look forward to hearing from the customer again so that we can
help them move forward from this concern.
Kindest
Regards, ...⇄ />
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
if I had known now what I know then I assure you I would have never stepped foot in this establishment. As a single mother getting more for your buck is always a plus, but when it came to investing in a new bed frame/ furniture, I should have done a little more research about quality. The merchandise here esthetically is very nice, modern and eye catching, but my bed I purchased did not last a full 2 years. Then entire structure of the bed was made of the cheapest ply wood you could find. I'm 5'3 and weight 145.. I did get the goof protection on this bed, which after having it used it 2 times for 2 separate reasons both involving the support beams they told me my 5 year warranty will no longer cover the bed repairs I needed. And then referred to the microscopic fine print no one ever points out to you in the beginning.
So my only solution was to buy a metal frame to attach the head, and foot board. FINE...say of delivery..wrong frame. How could the wrong metal frame be picked. It says it on the receipt? While my brand new mattress sirs on the floor.. I currently wait 3 more days... compensation for today's mishap..a gift card. Again NEVER. Spend the couple extra hundred and go directly to j[redacted]. This place is a joke. The furniture is hacked, and the customers service and warranty plans are shady shady shady!
Good Afternoon Revdex.com-
We are very sorry that the customer has...
gone through this
issue. That is not something we would
want for anyone. This bed was not part
of the recall. The beds that these
replaced in November of 2015 were the beds that had one piece that was
recalled. This is the version the
manufacturer upgraded to.
The twin over full combination is still available; we have
expanded the selection to include a choice of three colors. We have set up a reselection credit for both
beds, even though only one was noted as an issue and we have done this without
our normal procedure of sending out a technician to verify if either bed is
defective. We would not be able to
include the mattresses in the reselection.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Complaint: [redacted]
I am rejecting this response because:
It is unacceptable to expect me to have a mattress on the floor for weeks waiting for your company to process the refund and for me to be able to get a new bed delivered. Every step in this process has been screwed up. When I spoke to the representative on Saturday, she said I was approved for a refund and didn't say anything about picking up the furniture first. You have lied at every stage in this process and it's unacceptable to expect me to sleep on the floor for weeks because your company sells furniture that is dangerous and falls apart and doesn't honor its warranty. It's unreasonable.
Sincerely,
[redacted]
Good Afternoon Raymond and Revdex.com,
We are very sorry that the...
[redacted] protection [redacted]
purchased has not fulfilled the customer’s needs. I was able to review the photos of the pieces
and I do agree with the tech that there is no manufacturing defect on the
set. I was hoping that this manufacturer
offered replacement pieces on the seat cores; I was going to offer to order new
cores. Unfortunately this vendor does
not offer that option.
Offering to cancel and refund any [redacted] is far
beyond our normal policies because we understand that it doesn’t benefit our
customer in any sense. We understand
that you feel you were mislead at the time of purchase, the [redacted] details do not
state that the [redacted] will cover normal wear on the pieces. We do not purposefully mislead our customers
into any buying choice.
We will honor this customer request to be refunded the
purchase price on the [redacted] protection [redacted]. That has been created and the customer can
reach out to their store with Visa card ending in 3363 for the credit to be
finalized. If this customer no longer
has the original Visa card they can simply stop by any Bob’s store with a photo
ID and the new credit card and the store will be able to finalize. Credit number to reference is [redacted]
Complaint: [redacted]
I am rejecting this response because: never left a voice message got a voicemail but nothing was ever stated in that voicemail. I responded to the representative with and email from in which I got the address from the Revdex.com and the companies response to the Revdex.com. I was told by the rep in an email that she would need me to take pictures of the product they sold me bc she was not able to find them in their system but when we spoke to them a week ago they had no problem supposibly finding them. I took pictures and emailed them over to the business.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
Due to the intricate nature of this...
complaint, we have
reached out to the customer directly to discuss our offer of resolution. The customer has accepted our offer and will
reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Revdex.com,
Please pass on
our sincerest apologies for the inconvenience the multiple deliveries and
damaged product continues to cause our customerWhile 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 and the loveseat
was exchanged on 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 saleWe 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 chairI.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 (###-###-####)
We had severe delivery issues. Two men dropped off roughly 25 pieces of furniture. They took everything out of the boxes in my front yard and left massive debris all over my front yard. In addition they broke a mirror to one of my dressers and threatened me that I needed to call Bob's and explain that it was broken when delivered. They stood and watched me make the call and explain that it was not them that did it. In addition they took me privately into my daughter's room at the other end of the house to explain that I will be reporting it has broken prior because they will not be taking it out of their paycheck. I was home alone as a woman and scared. Next before leaving they advised me that I will be getting a phone call for survey, and I will be giving them a perfect score or else. Then when we called the company back that night to explain what had happened and about being threatened and all the debris and glass shards that they left walking from my upstairs out to the truck for my kids and dogs and self to step on they told us that they would give us a refund of $1,000 since we spent about 7,000 with them. Once they delivered the new furniture Replacements they told us then they would review it for the refund. Once we called back about the refund they denied it stating that they did not advise us that and that they can only give us $75 refund. Horrible customer service and horrible horrible horrible delivery. Even two of the customer service representatives were rude and mean.
bought 2 twin beds , box springs and memory foam mattresses .. after several days noticing a mildew and chemical smell in my house and traced it back to the bedroom where the new beds were. the smell was coming from the beds !! it was horrendous .. I called and was told they would not come to remove the beds before the 30 day get to know your mattress time rule was up . I had the beds for only 11 days . the thought of keeping this environmental hazard in my home for another 20 days was too much! even after expressing my concern for the health of my family ,they would do nothing .. unless I wanted to go pick something else out from the store and then they would set up a delivery and remove the beds when and only when they delivered the new item .. I needed nothing else at this time and definitely did not want to risk getting another set of beds given this experience .. for the health of my family , I had the beds taken from my home the next day by a junk company ... a loss of 800 plus dollars is nothing compared to the safety and health of my family!!!
Good Afternoon Revdex.com,
size="3">I personally spoke with this customer on 11.22.2014 and sincerely
apologized to her for the inconvenience that the back ordered sofa was causing
her to deal with. At that time I explained to [redacted] that the merchandise
coming in from our overseas vendor is a part of our business that regretfully
we have little to no control over. I know for a fact that no one in our
business ever expected this item to continually be on back order again and
again.
On that day I came up with a solution, one that was completely
beyond our normal policies to do, to appease the wait that time that our
customer was already experiencing. We delivered a loaner piece of product to
the customer three days later as she has also depicted here.
Our inventory system continually showed us that this sofa
was available to schedule on the dates we agreed upon with [redacted]. We are just
as disappointed as the customer is that we do not have this sofa and the
massive amounts of sofa’s sitting on a container in port have yet to arrive to
our distribution center. I can completely understand her frustration having to
wait on the sofa to come in and at this point we literally have done everything
in our power (including taking a loss on a totally separate piece of furniture
so she would have seating) to try and combat the back ordered merchandise issue
that remains beyond our control.
Should [redacted] not be able to use the loaner loveseat and
wait for the sofa to arrive we do understand this and will certainly remove the
product she has (two loveseats) from her home and refund her purchase price in
full. The removal of product can happen as early as 12.13.2014 (Saturday)
should she like because our records indicate that a pickup order remains active
on her account for 12.13.2014.
Our Customer Care Office has already approved offering
[redacted] monetary compensation once her concern has been fully rectified and
again this is an extreme effort on our part as any further form of apology from
us is offered in a Bobs Discount Furniture Gift Card only under our usual procedures.
We have been and continue to work above and beyond to address this scenario.
We do recognize the level of aggression that [redacted] has been
communicating to us and we have continually tried to meet her demands to the
best of our abilities. We apologize that she remains so upset and empathize
with her frustration.
Please ask that [redacted] respond thru this Revdex.com channel that
she opened or contact us at our Customer Care Office via ###-###-#### to
advise us if she’d like to keep the pick up scheduled for 12.13.2014. Should
she wants us to remove the 2nd loveseat she maintains on that same
day we will do so and begin the process for granting a monetary refund to her
original method of payment.
Kind
Regards,
[redacted]
Bobs
Discount Furniture
[redacted]
Good Afternoon Revdex.com-
We are very sorry for any confusion or...
miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
in April and June 2012 and at that time the customer purchased the option of
[redacted]. I have attached the flyer the customer was given at time of purchase for review.
This delivery came with a one year manufacturing warranty
through Bob’s. We did extend an exchange
to the customer, within warranty period, for damages that were reported to us,
of a manufacturing nature. This warranty
period ended in June 2013.
The protection plan for accidental damages is through a
third party company, [redacted]. [redacted]
covers the merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
The customer reported to [redacted] in March of 2016 that the
chair damage was not accidental; it was because of normal wear. This would not be covered by [redacted]. This was explained to this customer by our
customer care lead Jared. He offered at
that time to allow the customer to purchase parts at half price. The customer refused. He explained to her at that time, she is out
of warranty through Bob’s and [redacted] only covers her for accidental damages. We would not be able to offer any other
recourse.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Good Afternoon [redacted],
I apologize if you were unaware of the terms of your [redacted] contract. I called you at both telephone numbers listed in the Revdex.com complaint and left a message on, 6/27/14 at 10:35am but, you have yet to return my...
call.
You selected furniture from the Bob's Discount Furniture showroom however, you entered into a contract with [redacted], who owns the furniture but leased it to you. Bob's Discount Furniture is unable to alter any portion of an [redacted] contract.
I will be happy to research your account, if you provide your order number, approximate date of delivery and store location however, you will need to dispute any charges and merchandise possession with [redacted].
Sincerely,
[redacted]
Revdex.com:
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 am still waiting for my refund from Bob's. Once I receive it, I will notify you.
Sincerely,
[redacted]
Pros: Price, Furniture Looks very good in the showroom
Cons: Looks are VERY deceiving. Furniture definitely not built to last, very Poor Materials and construction, buying the extended warranty is useless and Bob's does NOT stand by their products. They apparently sell Disposable Furniture designed under the "Planned obsolescence" model.
My wife and I Bought a leather Sofa bed from Bob's a couple years ago. $1300 + $149 for Bob's cute sounding "[redacted]" accident protection plan which also extends bob's own "factory defect" warranty from 1 to 5 years. Sofa worked well enough. However we made the mistake of actually using the bed portion of the sofa bed. We had to use it for my kids and my wife on a daily bases for a month due to extra guests in the house, within this time frame the bar that supports the foot of the bed portion became easily fatigued and literally bent inward on both sides. The whole lower section started to buckle and as a result, the area where people's feet would rest dropped by at least 3-4 inches. This was clearly a defect, the metal used upon inspection was extremely thin (less than a quarter inch thick) and apparently not very strong at all.
Since I was still under warranty however, I thought we would be okay. The Tech came from Bobs, looked at the sofa for a total of 3 minutes, took a photo and asked to use my phone. He said the entire frame assembly needs to be replaced, not just the one bent bar and he put me on the phone with the woman from parts so they could order the needed replacement components and schedule a time to come back once the new part arrived to complete the warranty repair. He talked to her for a minute then handed me the phone saying she needed to complete the transaction with me. The man abruptly left while I was still on the phone with the woman at bobs. She then proceeded to tell me that I had to pay for the replacement frame section. Um, What? I was taken back and asked why its not being covered and she said the tech determined that it was not a defect but fear not! You can contact [redacted] and they will help me out since this was an "accident." Little side note, I thought [redacted] WAS Bob's but its not; It's [redacted] (lord help me [redacted] has a dubious reputation in of itself) I can report the damage to them and they will definitely cover this. I said there was no accident that I was aware of, it was being used as intended. I was literally told to "make up" an accident, since its not a defect it has to be accidental damage and I MUST speak to [redacted] Inc.
After going to [redacted] Inc before I mentioned any kind of accident, I asked them What the criteria was for coverage, what were considered "covered accidental incidents." If you notice in ALL advertising that this valuable information is completely missing, no where on the website does it actually tell you what types of accidents are covered; just what parts. I literally was told this information cannot be shared with me and that I just needed to tell them what happened and they would tell me if it was covered or not. How convenient! I was still insisting that it was material defect but Bob's was forcing me to report it as an accident. I reported it as an accident, and [redacted] Inc/[redacted] determined that it was not an accident and would not be covered by them either. Shocker I know. After a considerably long and heated argument about me getting switched around all over the place, and them blatantly concealing there own internal information about whats considered a "covered accidental loss" they said Bob's would make good on it being a defect and pay to repair accordingly. I was not very optimistic at this point.
Back to Bob's 800 number and after over an hour on the phone, they told me there was nothing they could do as the tech who came arbitrarily decided it was not a material defect. I asked them on what evidence did the tech decide it was not a defect? They went to managers several times putting me on hold for extended periods of time and told me they can't help me the managers decided! So I insisted on talking to one of these managers, I would talk to Bob if I had to go that far. Click..... they hung up on me.
So my sofa-bed is no longer a sofa bed, its a very expensive but cheaply made sofa..only. Which we will replace at some point with an actual sofa bed that is not made of garbage materials.
Lesson learned: Bob's furniture, while it looks good in the showroom is NOT designed and built well or for endurance long term. Behind the pretty leather is cheap wood components matched to extremely cheaply made and flimsy metal construction pieces. I think they employ the term "Planned obsolescence" to a whole new level. For your sake and the sake of your family, please BEWARE AND STAY AWAY FROM BOBS!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and pending I receive my furniture on 1.31.15 I find that this resolution is satisfactory to me.
Sincerely, [redacted]
Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this...
customer during their delivery experience with us. We have reached out to
the customer directly to make sure all of the issues have been addressed and to
discuss compensation. We have offered
this customer several options. They will
discuss and reply back to us with their decision.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your mediation assistance is not wasted.
Kindest Regards,
...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
Good Morning Revdex.com,
line-height: 15pt;">We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. I see the purchase was made in September
2011. At the time the sale was created
the customer purchase Goof Proof. This
merchandise was covered by manufacturing warranty for one year from delivery by
Bob’s and the Goof Proof covered the piece for five years for accidental
damages.
We sent our technician to the home for a
Best Effort service. This was offered as
a courtesy. The manufacturing warranty
expired in September 2012. The customer reported
to us on 1.21.17 that the recliners were not reclining and the cushions were
all sagging. When the tech went to the
home he found several issues with the pieces.
Best Effort service does not include parts. The tech found that the mechanisms need to be
replaced and pull chords on the recliners need to be replaced. These would need to be purchased by the
customer as there is no remaining warranty.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and I will keep the exchange date of February 20, 2016 to remove damaged sofa bed in exchange for a new one.
The problem is not making the payments, the problem is having the same item shown to me in the storeroom ( which I tried out, sat on, and decided would fit well in
my home) be the same one sent to my home and in the same condition. The firmness of the seat cushion in comparison to the the firmness of the back cushion is
what made me purchase it. Then after the purchase, my problems began with bobs furniture discount. From my problems, your company offered me $25 at first
then $75 store credit ultimately for it taking more than 3-4 weeks from the original date of purchase to delivery all the pieces, assemble them, and for the poor
customer service representative communications I received during the whole fiasco. The compensation I received was unsatisfactory due to my inability to use it.
There is nothing in your store that costs below $75 because I am not spending another dollar in your store ever again, so anything I attempt to get, must come to the
entire amount wiithout me putting anymore money from my pocket to get it. But I accepted it because at that point, I finally had all the pieces in my home. Now this
new problem, I've only had these pieces for a short time when I first called to complain that the cushions were low. I was told to leave the sofa open to allow for the
mattress to expand because the mattress supports the cushion and it is delivered in a box so it needs time to expand. I did what I was told and that did not resolve
the issue. I called again and a technician was sent out. He said that it was normal for the cushion to sit 3 INCHES lower from the edge which does not make sense.
I have enclosed some pictures of the couch so your company can make an educated rebuttal next time. I suggest when technicians are sent out, you have them take
pictures as proof of your customer disputes before you side with the technician over the customer. The way it is now, when my guests or I sit on the sofa bed couch,
the back of our legs rest on the couches frame and that can not be normal and it is totally uncomfortable as well.
I am totally disgusted that bobs furniture discount could offer these minimal amounts to the customers who have real issues in there home with their products. The
offer of keeping the bad couch is insinuating that my issue is the cost, not the product and trust me its the product. The offer should be in addition to not instead of
for another inconvenience. The overt nature of your business practice to offer defective furniture for discount prices is appalling. Once this is over, you have lost a
customer in me.
I accept the offer of exchanging the sofa sleeper and reject take money and keep the damaged item.
Sincerely,
[redacted]
Good Morning Revdex.com,
face="Calibri">While we apologize that our customer is unhappy with their
merchandise, the service technician communicated a full report (we spoke to the
customer’s father as he was present in the residence on date of service) and
found that there were no defects present. This means that something happened to
the merchandise while in this home to cause the mechanism to look and act the
way it currently does. The customer has no record of attempting to file a claim
for damages thru the Guardian company for this occurrence since they were referred
to do so by us in May of 2015.
In an extreme effort to meet this
consumer’s demands for resolution we will make two (2) courtesy offers for
resolution (listed below). Should the customer wish to accept one (1) of these offers
they are able to respond via the Revdex.com or contact our Customer Care Offices at
###-###-#### (Mon- Sat -6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to have the
selected offer 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 Offers for Resolution:
Option #1:
We will order the part needed for repair
and install it at no charge. Being that this is a mechanism order, we must wait
for the manufacturer of this product (overseas) to ship it to us directly
before we can ship it to the customer. As of today (9.30.2015) this mechanism
would take approximately 12-16 weeks to arrive to the customer after the order
has been placed.
OR
Option #2:
We will provide the customer with a
reselection credit so that they can return to our showroom and select a
different set - the following terms
apply to this option, should it be selected by the customer for resolution:
·
The Goof Proof
Protection offers all customers a one time replacement within five years – this
would be considered that one time replacement and the protection plan will be fulfilled
on the sofa.
·
We will provide
100% store credit for the Sofa (affected item) as originally paid per the
invoice.
·
We will provide the
customer with 70% store credit for the matching loveseat (non affected item
with no concerns reported) based off the price originally paid per the invoice.
·
We will provide a
pro rated credit for the protection purchased on the loveseat only– this prorated
credit will be for $99.99.
·
The customer will
not be charged a delivery fee on the new sale
·
We will expect to
remove the current sofa and loveseat the customer has possession of on the same
date we deliver the newly selected furniture
·
This credit is
valid for two months after its creation
We look forward to hearing from the customer again so that we can
help them move forward from this concern.
Kindest
Regards, ...⇄ /> Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison
this company does not stand behind there product . they dont call back.
if I had known now what I know then I assure you I would have never stepped foot in this establishment. As a single mother getting more for your buck is always a plus, but when it came to investing in a new bed frame/ furniture, I should have done a little more research about quality. The merchandise here esthetically is very nice, modern and eye catching, but my bed I purchased did not last a full 2 years. Then entire structure of the bed was made of the cheapest ply wood you could find. I'm 5'3 and weight 145.. I did get the goof protection on this bed, which after having it used it 2 times for 2 separate reasons both involving the support beams they told me my 5 year warranty will no longer cover the bed repairs I needed. And then referred to the microscopic fine print no one ever points out to you in the beginning.
So my only solution was to buy a metal frame to attach the head, and foot board. FINE...say of delivery..wrong frame. How could the wrong metal frame be picked. It says it on the receipt? While my brand new mattress sirs on the floor.. I currently wait 3 more days... compensation for today's mishap..a gift card. Again NEVER. Spend the couple extra hundred and go directly to j[redacted]. This place is a joke. The furniture is hacked, and the customers service and warranty plans are shady shady shady!
Good Afternoon Revdex.com-
We are very sorry that the customer has...
gone through this
issue. That is not something we would
want for anyone. This bed was not part
of the recall. The beds that these
replaced in November of 2015 were the beds that had one piece that was
recalled. This is the version the
manufacturer upgraded to.
The twin over full combination is still available; we have
expanded the selection to include a choice of three colors. We have set up a reselection credit for both
beds, even though only one was noted as an issue and we have done this without
our normal procedure of sending out a technician to verify if either bed is
defective. We would not be able to
include the mattresses in the reselection.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Complaint: [redacted]
I am rejecting this response because:
It is unacceptable to expect me to have a mattress on the floor for weeks waiting for your company to process the refund and for me to be able to get a new bed delivered. Every step in this process has been screwed up. When I spoke to the representative on Saturday, she said I was approved for a refund and didn't say anything about picking up the furniture first. You have lied at every stage in this process and it's unacceptable to expect me to sleep on the floor for weeks because your company sells furniture that is dangerous and falls apart and doesn't honor its warranty. It's unreasonable.
Sincerely,
[redacted]
Good Afternoon Raymond and Revdex.com,
We are very sorry that the...
[redacted] protection [redacted]
purchased has not fulfilled the customer’s needs. I was able to review the photos of the pieces
and I do agree with the tech that there is no manufacturing defect on the
set. I was hoping that this manufacturer
offered replacement pieces on the seat cores; I was going to offer to order new
cores. Unfortunately this vendor does
not offer that option.
Offering to cancel and refund any [redacted] is far
beyond our normal policies because we understand that it doesn’t benefit our
customer in any sense. We understand
that you feel you were mislead at the time of purchase, the [redacted] details do not
state that the [redacted] will cover normal wear on the pieces. We do not purposefully mislead our customers
into any buying choice.
We will honor this customer request to be refunded the
purchase price on the [redacted] protection [redacted]. That has been created and the customer can
reach out to their store with Visa card ending in 3363 for the credit to be
finalized. If this customer no longer
has the original Visa card they can simply stop by any Bob’s store with a photo
ID and the new credit card and the store will be able to finalize. Credit number to reference is [redacted]
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Complaint: [redacted]
I am rejecting this response because: never left a voice message got a voicemail but nothing was ever stated in that voicemail. I responded to the representative with and email from in which I got the address from the Revdex.com and the companies response to the Revdex.com. I was told by the rep in an email that she would need me to take pictures of the product they sold me bc she was not able to find them in their system but when we spoke to them a week ago they had no problem supposibly finding them. I took pictures and emailed them over to the business.
Sincerely,
[redacted]
Good Afternoon Revdex.com-
Due to the intricate nature of this...
complaint, we have
reached out to the customer directly to discuss our offer of resolution. The customer has accepted our offer and will
reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Revdex.com,
Please pass on
our sincerest apologies for the inconvenience the multiple deliveries and
damaged product continues to cause our customerWhile 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 and the loveseat
was exchanged on 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 saleWe 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 chairI.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 (###-###-####)
We had severe delivery issues. Two men dropped off roughly 25 pieces of furniture. They took everything out of the boxes in my front yard and left massive debris all over my front yard. In addition they broke a mirror to one of my dressers and threatened me that I needed to call Bob's and explain that it was broken when delivered. They stood and watched me make the call and explain that it was not them that did it. In addition they took me privately into my daughter's room at the other end of the house to explain that I will be reporting it has broken prior because they will not be taking it out of their paycheck. I was home alone as a woman and scared. Next before leaving they advised me that I will be getting a phone call for survey, and I will be giving them a perfect score or else. Then when we called the company back that night to explain what had happened and about being threatened and all the debris and glass shards that they left walking from my upstairs out to the truck for my kids and dogs and self to step on they told us that they would give us a refund of $1,000 since we spent about 7,000 with them. Once they delivered the new furniture Replacements they told us then they would review it for the refund. Once we called back about the refund they denied it stating that they did not advise us that and that they can only give us $75 refund. Horrible customer service and horrible horrible horrible delivery. Even two of the customer service representatives were rude and mean.
bought 2 twin beds , box springs and memory foam mattresses .. after several days noticing a mildew and chemical smell in my house and traced it back to the bedroom where the new beds were. the smell was coming from the beds !! it was horrendous .. I called and was told they would not come to remove the beds before the 30 day get to know your mattress time rule was up . I had the beds for only 11 days . the thought of keeping this environmental hazard in my home for another 20 days was too much! even after expressing my concern for the health of my family ,they would do nothing .. unless I wanted to go pick something else out from the store and then they would set up a delivery and remove the beds when and only when they delivered the new item .. I needed nothing else at this time and definitely did not want to risk getting another set of beds given this experience .. for the health of my family , I had the beds taken from my home the next day by a junk company ... a loss of 800 plus dollars is nothing compared to the safety and health of my family!!!