Complaint Review: Bob's Discount Furniture

I purchase a bedroom set and insurance, "Goof Proof" in 2012 from the Totowa, NJ store. Four months after I purchased it, the bed broke. They sent out a guy to repair it. He not only didn't use a long enough slat, he used two pieces that fit together like a jigsaw puzzle & nailed it into one side and cracked the sideboard (which I didn't realize that the crack was from the repair until about a week & a 1/2 ago when the tech came out to repair the bed once again). When I noticed the crack some time after the bed rail had supposedly been repaired, I called the "Goof Proof" # and was told that they weren't going to fix it.

A week and a 1/2 ago, my bed broke again in the middle of the night and woke me up.  I called Bob's customer service # that morning and they sent someone out to repair the bed and side rail.  He asked if we had insurance.  He said if we go through the insurance, they would give us a new side rail and slats.  He called the "Goof Proof" #, put my husband on the phone and left.  No repairs were done. They said because it was a preexisting problem, they wouldn't cover it, that we would have to go through Bob's.

I called Bob's and was told that they would credit me 80% of the bed, a % of the "Goof Proof" & the tax and that I could choose another bed because they discontinued my bedroom set in white.  I told them that I would go to the store and look at the beds to see if they would go with our bedroom SET, which is what I did yesterday.  There were only two other white bedroom sets to choose from and neither one would go with the SET that I purchased. I was told by customer service in the store that I could do a one-time swap for another bedroom SET because none of the beds match what I currently have. It had to be approved by someone in their (800) phone # customer service.

Both an employee and a manager called to see if they could get approval.  It wasn't approved. They told them and me that they would only replace the bed. I then spoke with the store manager, Carlos.  I asked him if I had purchased a couch & loveseat and the couch broke a year later and the couch was discontinued, would they replace both pieces or just the couch with another couch that didn't match.  He said that they would only replace the one couch, not both pieces.  Who would want two different couches in their living room when you purchased a SET???  I feel the same way about a different bed when I purchased a SET.

I have tried to resolve this with numerous phone calls to their customer service # and going into the store where I purchased the bedroom SET, but to no avail.