Bob's Discount Furniture cancels the one-year warranty on your furniture purchase if you move! The furniture warranty requires an "in-home" inspection of the defective/broken piece. However, this service can only be provided at the original delivery address! Basically, they will not repair or replce your broken piece without an in-home inspection, so if you move, and then your furniture breaks, Bob's will not do the in-home inspection, which is required before they will replace your piece. This tells me that Bob's Discount Furniturte doesn't feel their product is sturdy enough to withstand a move.
I purchased a couch and loveseat in March at the Stamford store. I recently moved. My loveseat was in-tact when the movers brought the piece into my new home (and I know this because you have to physically inspect everything as the movers unload your possessions from their truck in order to file an insurance claim with the moving company). I am not trying to get Bob's to replace furniture that my movers damaged - that is why I had insurance for my move!
My piece is 6 1/2 months old and I have been in my new house for 1 month. I noticed one morning, 1 month after moving, that the middle support piece on the bottom of the loveseat was hanging and dagging the fabric down with it. Upon inspection, I could see that the staples were exposed. I felt under the loveseat and could tell that this piece of the frame had broken away (excuse me - Bob's customer service can't use the word "broken", they prefer "separated". I say, call it what it is - it's broken!).
I immediately called customer service. When I told the representative that I recently moved, she said, very matter-of-factly, "I can not help you" - just like that! When I asked to speak with a manager, I was told that "No one here will be able to help you". I told her that was unacceptable and that I wanted to speak with a manager. She finally gave in and put a "Customer Service Supervisor" on the phone who told me the same thing, "I can't help you". Ok then, give me to someone in your company who can help me.
The only thing this girl knew how to say was "I can't give you that information" - over and over again. I'm confused, you work in Customer Service, you have a disappointed and angry CUSTOMER on the phone and you aren't able to give out your bosses extension or phone number, or transfer the customer to your boss? I was told that the head of the customer service department DOESN'T SPEAK WITH CUSTOMERS!
I could see that this "Customer Service Supervisor" was not going to relent so I simply told her that I would stay on the line until she could give someone who COULD help me. And that is exactly what I did - stayed on the phone. Everytime she asked me "Is there something else I can help you with today?", I replied with "You can give me an extension, phone number, even the voice mail of the head of customer service". To this I received contradicting replies of "I can't give you that information" and "I do not know that information". I told her this was ridiculous - she doesn't know her bosses phone extension? Unbelievalble and unacceptable.
I was told to cantact Gaurdsman, since I purchased the furniture protection plan offered by this company. Of course, it will take a week to get the form, then I have to fill out the form and send it back and wait for someone to contact me.
In fact, Gaurdsman told me on the phone that the nautre of my call really should go directly to Bob's (exactly what I figured they'd say!) Although Gaurdsman's paperwork says they cover "accidental damage" including breakage, I don't expect to get very far with them. And, my piece isn't broken because of "accidental damage", it's falling apart on it's own. I fully expect them to tell me I need to contact Bob's directly.
I stayed on the line until she disconnected the call. Yes, you read that right, Bob's Discount Furniture Customer Service Supervisor HUNG THE PHONE UP ON ME!
The level of Customer Service was horrible! As a customer, if I am dissatisfied, I expect to be able to speak with a manager. At Bob's Discount furniture, you are not allowed to speak with a manager. At Bob's you are told that the customer service managers do not speak with customers!
I emailed "Bob" via his company's web site ("If I have not answered your question above [FAQ] please send me a message. I will respond as soon as possible"). We'll see what response I get, although I doubt it comes from "Bob" himself!
I am still not satisfied with the unacceptable terms of the furniture warranty. I will be making more phone calls until my piece is replaced. And I can guarantee that I will NEVER buy from Bob's Discount Furniture again. The prices are low for a reason - the furniture is truly cheap, in price and quality and it falls apart quickly. I'd rather spend twice as much from those name-brand furniture stores - at least they back the quality and workmanship of thier products - whether or not you move!
To be continued...
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