Roger W.

My wife has searched for a stand for our 65" HDTV for more than a year. She finally found a piece she really liked at Bob's; a LACY 4DR/4DWR Console In Chadwick White ($624.33, delivered). The first one delivered was damaged (it looked like someone had tried to repair damage on one of the rear corners. They left that piece while we waited another week for a replacement piece. The replacement was also damaged. My wife spoke with customer service about her frustration. We were willing to keep the first piece if Bob's offered a reasonable discount; they offered $149.70. That was almost enough to cover delivery and taxes; we declined. We were then told that that they would make a "special" delivery which would involve examining the piece before placing it on the truck for delivery. Because of the special attention, delivery would take 2 weeks instead of the usual 1 week. We would rather wait than get another damaged piece. The delivery was very annoying; using Bob's delivery tracker, we saw we were stop #4, but they were at stop #5. When I saw them at stop #8, I called to find out why we were skipped. It was very frustrating time trying to get someone on the phone, then we were told the driver's could deliver in whatever order they felt was better (so the tracker can be useless. Te piece arrives and at first glance, it looked okay. Then my wife started to wipe it down, as it was very dusty. Only then did the damage become obvious. There were at least 6 or 7 issues. We called and told Bob's we wanted to come back, get this piece, and refund our money. They wanted to send someone else to fix the piece or have us come in and pick a different piece. I told her, we don't want another delivery, another piece, or wait until another 2 weeks (the earliest they could send a repair technician) to have someone come fix it. She told me they couldn't refund our money, but offered store credit. There's no way I'm ever going to buy anything from them when they couldn't deliver the piece I wanted undamaged.