Bob's Discount Furniture

My Name is Rishma Sulaiman and I made a purchase for two bedrooms sets and 4 new expensive Tempur-Pedic mattresses. I was promised a delivery date, but it took months after that. I had to call to see where my orders were instead of them calling me. My son's bedroom set was delivered and that day the dresser was damage, so the delivery crew did not bring it into the home but left the mirror sealed in the box in son's room unopened. The replacement arrived days after and the delivery company said they don't think they can get the dresser upstairs and did not made the delivery. In the meantime, I am paying for a mirror that was not even open or installed because we have no dresser. We went to the store and told them to re-deliver the dresser and my husband will take it upstairs which they did weeks after. My husband took the dresser upstairs with some help from our neighbors and when he was ready to open the mirror for the first time to install it on the dresser, he saw that the mirror was damage and called Bob's Discount the same day and was told to send an email with pictures. We got an email back that they cannot replace my mirror because we did not report it damage after 3 days of receiving it. I explained that we did not had a reason to open the box because we did not have a dresser to install it on and their technician was going to install it. I love my furniture's and it is good quality but I am so insulted by their customer service team of offering us a $14.00 credit to keep a broken mirror so my son can cut his hands on. This is an $85.00 mirror, and it was made to fit on his dresser. I spent hours on the phone with customer care who hang up on me and never called me back. I had to call again and again. This is not customer service and I am sure the President of Bob's discount will not approve of how his customer is treated. it is easy to retain a customer, but it is hard to get new customers. I was going to furnish my other floor with Bob's Discount but with this I must look for another store to purchase from.
At the end of the day I am the unfortunate customer who got a mirror deliver that was not open or installed within the 3 days grace period because I never had the dresser that the mirror was supposed to installed on. I am a NY Realtor and do you think I would want to recommend Bob's to my clients? I am also calling my credit card company tomorrow to file a dispute.

Bob' Discount Request # 2712474
Total Sale Amount $6, 756.51
Order # [protected]

Friday november 12, 2010 bob's discount furniture deliveered a bedroom set and queen mattress to 8410 153 ave. Howard Beach 11414 apt. 6B, the mattress had a stain and I was told by the delivery men that I had to call bob's and report it, and they would send someone to evaluate it because it wa guaranteed. Well I have called every number on my receipt and booklet to no avail, every # has the same recording.At one point I was on the phone for over 40 minutes listening to a recording just waiting to get through. It is now Monday November 15th and again I have called at least 4 different #'s, even the store where I purchased the furniture has the same recording. I'm only sorry that I did'nt have the foresight to check the computer for references to do with Bob's other customer purchases. Had I done that first I would never have even considered dealing with them. I hope to resolve this problem, this was over an $1, 800.00 purchase, including the furniture. This will be my first and last purchase from Bob's. HelenM. Guarino Bo