George Papadopoulos just wants to sit back and relax on his couch but says years of problems with the piece of furniture have been anything but.
"Five years and three couches. Maybe six to seven or five parts exchanged, and probably another ten to seven visits to fix a couch that had a problem, like the filling or something failed," explained Papadopoulos.
Papadopoulos says he bought leather sectionals at Bob's Discount Furniture and when problems with the recliner and fill persisted with the first couch, he says he couldn't get a refund.
The company did credit him the cost of the couch and replaced it. Papadopoulos says he paid the price difference between the old and new one and the sales tax. He also bought the company’s "Goof Proof" insurance plan for a second time.
Papadopoulos says the leather then started to peel off the second couch, and that Bob's once again replaced it. His receipt shows he paid the taxes and bought the "Goof Proof" insurance coverage yet again.
"The last couch lasted 11 months and started peeling again, and that's when I ran into a wall," said George. "No one was getting back to me. No one was helping me, and they were pretty much not looking to replace my item anymore."
Papadopoulos took pictures of what he says was peeling leather and says he felt that the couch should be covered under either the manufacturer's warranty or the insurance plan. He says his request for a refund was denied.
"I felt like I was in a bad marriage, and I couldn't get divorced," said Papadopoulos. "It was unbelievable. I was like, 'I just want my money back, and I'm good'. They're like, 'nope.'"
Papadopoulos said Bob's told him to call the company that handles the insurance claims under the "Goof Proof" plan directly, but he says they didn't have a record of him ever buying the insurance for the third couch, and directed him back to Bob's.
"It was just back and forth," said Papadopoulos. "I sent pictures three times, dealing with different people, and nobody was on the same page, and for two months they gave me the runaround. I just want to be happy. Dealing with the couch every day was like a full-time job."
Papadopoulos contacted NBC10 Boston Responds for help and we reached out to Bob's Discount Furniture to see if a resolution could be reached. Bob's picked up the couch and refunded George the $1,789 he originally paid for it. He bought a new couch at another furniture store.
In a statement, Bob's Discount Furniture said: "Customer satisfaction is very important to us at Bob's Discount Furniture. We are happy that we were able to work with Mr. Papadopoulos and make sure his request was resolved."
"I owe it all to your guys," said Papadopoulos. "This would not have gotten resolved if you did not get involved. I'm very grateful for that."
If you have a consumer complaint like Papadopoulos, we would like to help. We are the only local station committed to answering all of your calls and emails. Reach out to our NBC10 Boston Responds unit here or call 1-888-521-NEWS.