What is Bob's Service & Warranty Policy? In addition to the manufacturers' one-year warranties (in some cases longer), everything you buy is backed with my Free, Lifetime In-Home Service Policy. This service is on a best-effort basis and does not include replacement pieces or parts. Normal wear and tear or customer-caused problems are also excluded. Service can only be provided at the original delivery address. All service claims regarding visible damage must be called to my Customer Service Department within 3 days from the date of delivery. When calling Customer Service, please have your sales order number available. I need to reserve the right to: Inspect the damaged merchandise in your home Service the merchandise in your home, my warehouse or the factory Photograph the merchandise in your home
How can I obtain additional or replacement parts? i.e., shelves, knobs, toss pillows, drawers Please contact Bob's Customer Care Department at 1-800-569-1284
My fabric is pilling. Is this normal? What can I do? Pilling is normal and maintained easily by using a fabric shaver. This controls the pilling until the fabric stops shedding. Fabric shavers can be purchased at most department stores.
Who do I call if I have a question or concern with my purchase? Prior To Delivery, Please Call The Store Where You Made Your Purchase. After Delivery, Please Call (800) 569-1284
What if after delivery I notice damage on my merchandise? All service claims regarding visible damage must be called to my Customer Care Department within 3 days of delivery. My staff will arrange for an appointment to have a qualified trained technician restore your merchandise to meet or exceed manufacturer standards. 1-800-569-1284
Does Bob offer custom orders? Some of Bob's vendors offer custom-made special order merchandise manufactured to your specifications. Because this merchandise is made specifically for you. THE ORDER CANNOT BE CANCELLED. In most cases, it will arrive at Bob's warehouse within 6 to 8 weeks (imports may take longer) from the date you placed your order. You must be prepared to accept delivery of your furniture as soon as you are notified it has arrived. THE REQUIRED DEPOSIT ON SPECIAL ORDERS IS 30% AND IT IS NON-REFUNDABLE.
What is Bob's Cancellation and Refund policy? Any undelivered orders other than special orders can be cancelled for a full refund. If payment was received by any other method other than bankcard, I will send a refund check after a 10 - 14 day waiting period. The check will be issued to the person(s) named on the Sales Order. In the case of bankcards, the credit will be made to the bankcard used for the transaction. The required deposit on special orders of 30% is non-refundable. You have 30 days to return orders for rugs and take-with (cash & carry) items for a full refund. The merchandise must be as-new perfect condition.
Can I request a morning or afternoon time frame for my delivery or service appointment? Your delivery and/or service is routed by a state of the art computer system that establishes a 3-hour window within which your order will be delivered or serviced. You're welcome to visit www.mybobs.com to track your appointment on the day scheduled. There can be events, impossible to predict, that may delay the drivers beyond the window time. It is best to have an adult (18 years or older) at home all day to receive the merchandise.
