On 8/7/08 we purchased a sofa and loveseat combo from Bob's Discount Furniture. The night before the expected delivery we disposed of our old furniture, as the retailer does not remove it.
On 8/30/08 the sofa arrived heavily damaged. We refused delivery of the sofa, but accepted the loveseat, as it was in acceptable condition and Bob's promised a replacement sofa in two weeks. On 9/13/08 the replacement sofa also arrived with unacceptable damage. My wife and I decided that enough was enough, and demanded that Bob's take back the pieces with a full refund.
The customer service rep initially refused a refund, citing that we were beyond their 3 day return policy. Instead we were offered a store credit, which was useless to us because the pieces were bought as a set and need to match. Only after my wife indicated that she would call the Better Business Bureau did Bob's agree to a refund, but insisted on keeping the $99 for the delivery.
We considered it cheap tuition for a valuable learning experience.
Product or Service Mentioned: Bobs Discount Furniture Sofa.