Bobs' Discount Furniture Complaint - Bad Customer Service Part 2
TOWATA, NEW JERSEY -- I want to give a big thumbs down to Bob's Discount Furniture. This is my 2nd Post, the first on my3cents.com. I know why their prices are cheep. They do not provide any customer service! I ordered my furniture in December.
What should of took the salesman 15-20 minutes took him over a hour and a half to place the order. I gave them the benefit of doubt being this is a new location for them. I had just purchased a new house and ordered 3 rooms of furniture. (over $4,000) On January 14, 2006 I got my items, all were not damaged expect for a small scratch on my big entertainment unit. It was not that bad because it was on the back bottom of the unit and you would not able to see it the way I placed it in my house.
I did however did not receive an item that is very simple and very cheep. I had ordered a buffet and hutch, and it came with one broken glass shelf and no shelf clips to hang the shelves. The same day I got the delivery I ordered the clips to hang my shelves. Mind you I have received none, and needed 32 pins to hang all my shelves. My glass shelf and pins would take, get this 4-6 weeks to get a replacement because they do not stock them in CT warehouse they would need to come from MFG from overseas. I could see the glass takeing this long but simple plastic clips.
While I waited and searched Lowes, Home Depot, Ikea, mom & pop hardware store, no one had the clips in the correct size. I even tried e-bay. No luck. This piece of furniture came from overseas, and I guess only clips from overseas would work.
I waited 6 weeks and on the start of the 7th week received my shelf, but no pins. I have all my glass china meanwhile still in my moving boxes. I called bobs and got a response of “they will be mailed to you soon” I received them the end of that week, to my horror when I opened the paper envelope to find 4, yes 4 clips. I called and spoke with a manager, and she was not cival at all. Brushing me off for a simple 5 dollar item. “Well that was what the order was placed for.” And I quote. I got a new order placed and was told 2-4 weeks again. Well I got my package 3 weeks later with again 4 clips. I called and spoke to the same manager, and she said, well you said you needed only 4. She heard me wrong. I had told her I only got 4, she heard that I need 4 more. Then she argued that the unit takes only 24 clips and not 32. I assured her that it did take 32, and counted the holes one by one with her, and I got 32, she got a total of 24.. We went on for a half hour arguing over a 5 dollar item. At this point I am livid! I went to bobs in person and spoke with the store manager, and he said, there is nothing he could do for me. It is now 4 1/2 months, and I still do not have my 32 pegs.. Something so simple, something so cheep, has driven me to report bobs to BBB and write this letter…
I got a response from my post at my3cents.com on 4/11/06 advising me that they are sorry and more clips are in the mail to me, as well as a $100 store credit for all the trouble that I was having. Well today is 4/26/06 more than 2 weeks later, and no clips or credit arrived to my door. As of today I did hang 3 of my 6 shelves in my hutch, and unpacked my boxes of all my glass china that I had to trip over for 4 months to find one of my glasses broken. I can’t blame bobs, it could have been the movers, however I can not put a claim in with the movers because of the time that has passed, so I have to eat the $30 broken wine glass which was lead crystal. I am bitter, and would not recommend bobs to anyone. They can not follow up on something simple like this, I hate to see what happens if something should break on my furniture, because yes I said yes to his no goof insurance. They need to stock these weird clips in there warehouse/store. It would not take up much floor space and save consumers like myself 5+ hours on the phone trying to order the correct amount.
Need 32, received 12 to date…