Complaint Review: Bob's Discount Furniture

Poor Customer Service and Avoid Venus II

On June 1, 2014, I ordered the Venus II custom order sectional.  The Venus II is GUARANTEED to be ready in 21 days.  Not only did the promotional display sign make this claim, but also so did my sales representative and the manager of the store. I spoke to the manager to confirm that the furniture would be in fact ready in 21 days and delivered the week of June 23^rd.  There were additional items I wanted to purchase as well, but I was told I could come back to purchase these items so that everything would be delivered at the same time during the week of June 23^rd.  On June 13, 2014, I came back to the store and purchased the additional bedroom furniture.  I selected June 25, 2014 as the delivery date for ALL items. I was told that the Venus II would be ready before that date and that everything would be delivered on this date. The manager and my sales representative both confirmed that ALL of my items, including the Venus II would be delivered on June 25, 2014. They both told me they were adding notations to both orders to ensure that the delivery would take place on June 25, 2014. On June 25, 2014, only the bedroom furniture was delivered. I called the customer care line and the representative was rude and did not seem to care that the item was not placed on the truck. She just kept saying it was special ordered to which I explained that it was guaranteed to be ready in 21 days and I confirmed with the manager and my sales representative that it was to be delivered with my other furniture on June 25, 2014.  I asked to speak to her supervisor and she simply transferred me to the Waldorf store. By this point, I had already called the store on my other phone to speak to the manager and was told that the sectional was in stock and had been ready for days, but had not been placed on the “report” sheet, so no one called me or put it on the truck for delivery.  He noted that my account had several notations that stated the sectional was to be delivered on June 25^th, but it did not happen.  He said the soonest I could get it was Friday, June 27^th.  On June 27^th, only part of the sectional arrived.  At this point, I was beyond frustrated because again I had confirmed and reconfirmed with the manager and the sales representative that I would receive everything on June 25^th. Now after they messed up the original delivery, they could not even deliver the entire sectional on the makeup day.  I called the manager who said he would work on having it delivered the next day June 28^th.  I received a recording confirming the June 28^th delivery.  Then two hours later, I received a call from the manager telling me the sectional would not make the truck and could not be delivered until Tuesday, July 1, 2014! The next day I received a recording stating the furniture in fact would not be delivered until July 2, 2014! Over a month after placing the order.  Again, the Venus II is GUARANTEED to be ready in 21 days! I did nothing wrong.  I confirmed and reconfirmed my delivery date and spoke to the manager on June 1 when I placed the order and June 13^th when I placed the order for the additional furniture to confirm everything would be delivered together and I still do not have all of my furniture.  How much more time does my husband and I have to take off work for their mistake? When I asked the manager, what he was going to do about this situation he stated he would take care of me. I asked him for specifics, to which he said he could give me a gift card.  As to why I would want a gift card to return to this store is beyond me.