In 2002 I purchased a mattress set from Bob’s Discount Furniture. In 2004 that same mattress set was deemed defective and Bob’s came to my home and replaced the mattress. Five years later in January of 2009 the second mattress was deemed defective by a technician and once again Bob’s issued a store credit and allowed me to pick out a new mattress. I visited the store and picked out what I was told was a quality mattress. This past weekend a technician was again dispatched to my home and Wade determined that the mattress placed in my home 6 months ago was also defective with a 2” depression.
In speaking to Bob’s customer service department on Saturday July 18th I was told the options available to me. They included issuing a store credit which would enable me to visit the store to pick out a new mattress set and coordinate a delivery time. I asked for Bob’s to come to my home to remove the mattress set and issue me a full refund; I was denied. The CSR, Marlene indicated that she was authorized to issue refunds only. When asked to speak to her manager, Candice, I was told the same. Marlene indicated that Candice was the top manager of the department and would not authorize a store refund.
Marlene went on further to say that the first mattress replaced in 2004 was not even inspected by technician. I rebutted with the directions I was given in 2004, to take a broom handle, lay across the bed so the depression was in the center of the handle, measure the depth of the depression and send in the results. This was done and the mattress was replaced. Marlene further detailed to me that the warrantee from the first mattress set was carried over the course of the past 7 years and applied to each subsequent replacement.
I did not speak to Candice directly as I was told by Marlene that Candice would not offer anything more nor a refund. Marlene did in act say she felt my frustration and request for a full refund. I simply do not want another Bob’s Discount Furniture mattress set delivered to this house. Within 7 years 3 mattress sets have been deemed defective. At some point, the time being now, this must end. It is now my understanding that I have 2 weeks to take advantage of the store credit offer. Two weeks and counting to resolve this matter with Bob’s.
I am frustrated beyond believe and facing the fact that I will be out of $699 for the mattress and $280 for the box spring. Given the set of circumstances, I feel Bob’s should do the right thing and refund the amount spent on the mattress and box spring. They have not achieved a level of respect as a retailer which provides superior or even great products. The third time was not the charm. Over the past 7 years too much of my time, personal and professional, has been given to Bob’s in trying to reach a mutual satisfactory resolution.