Important information
- Customer Complaint:Any customer who has a complaint with Bob's Discount Furniture may contact the company's customer care liaison team directly by email at [email protected].
In the event the issues are not resolved directly with the company, a complaint may be filed with BBB online at www.bbb.org.
Complaints
This profile includes complaints for Bob's Discount Furniture LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,560 total complaints in the last 3 years.
- 499 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/05/2025
Type:Product IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
purchased dining room set April 19, 2025. I paid for **** ***** and white glove delivery. 1st delivery was 4/25/2025. I was informed that the leaf to the table was broken. Customer Service arranged an exchange of the table knowing that the I did not receive the leaf.
Please see attached complaint sent to the company that detail the complaint.
I paid 814.91 dollar for a dining set, with a warranty and white glove delivery which includes assembly, inspection and clean up. I did not receive the leaf. The table is not assembled. They did not clean up. The delivery driver assaulted me and left a disassembled table that I cannot use as I don’t have all of the pieces, instructions or screws.Customer Answer
Date: 05/05/2025
I have been in contact with the sales manager. They advised they will be issuing a full refund and have scheduled the items that I have to be picked up this week.Business Response
Date: 05/07/2025
Good Morning BBB,
We are very sorry to hear of the concerns our customer has had with their recent order and delivery from us here at Bob’s. We have been
able to access the customers account and we do see that this is being handled
with our corporate office directly.If this is incorrect and the customer needs additional assistance
they can reply back to us here via BBB. Thank you for bringing this to our
attention.Kindest Regards,
Brittney W .
corporate Liaison
Bob’s Discount FurnitureCustomer Answer
Date: 05/08/2025
I have been in contact with Tie from the corporate office. On 5/3/25, i visited Bobs furniture in ****** ********* **. The sales manager Carl assisted me with scheduling the return of the remaining items and advised me that a refund will be issued. The items were picked up yesterday 5/7/25 by their delivery team.Customer Answer
Date: 05/08/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *****Initial Complaint
Date:05/05/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a couch with a recliner after 14 months the recliner broke the wood it is made out of cracked I filed a warranty claim with the company they sent someone out they looked at it and claimed we had to of jumped on it I complained to them and they did nothing about it I ended up buying the same section of the couch and the exact same thing happened I tried making a claim again after I paid extra for the bob warranty and got the same result do NOT buy anything from this companyBusiness Response
Date: 05/08/2025
Good Afternoon BBB,
We are very sorry to hear of the concerns our customer is
having with the sectional that was purchased from us here at Bob’s. The
replacement piece that was purchased by the customer was delivered in May of
2021.This piece came with a one year warranty against
manufacturing defects that did expire in May of 2022. The accidental warranty
through ******** was not purchased on this order.We are truly very sorry however as this furniture has been out of
warranty with us since 2022 we do not have a resolution moving forward for these
concerns. Thank you for understanding.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureInitial Complaint
Date:05/02/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a sectional couch about 2 years ago from Bob's discount furniture in *****, *** *********. Recently. Within the last couple of months, the frame of the couch has begun to bend and crack, to the point that we are afraid to sit on the couch due to the fear of it breaking entirely. I emailed Bob's, with this information as I paid for an extended warranty when we purchased the couch under the impression based on the conversation I had with the salesperson, that if something like this were to happen, it would be covered.. upon emailing the store, they sent me to the claims department for the extended warranty. For about a week and a half they had me taking different photos of the couch from different angles, before. Finally getting back to me that there was no claim that could be honored due to the damage not occurring within 30 days, which in no way was explained to me when I purchased the plan, or I would not have purchased it. I am now stuck with a $1,500 couch, that I have had for only about 2 years, that barely functions as a couch and that we are scared to sit on. Bob's, so far has been very unhelpful, and I feel as though I have been ripped off with the extended warranty that I paid extra for, seeing as I cannot use it when I really need it.Business Response
Date: 05/06/2025
Good Afternoon BBB,
We are so sorry to hear of the concerns our customer is having
with their sectional that they purchased from us here at Bob’s. This
merchandise came with a one year warranty against manufacturing defects that
did expire in February of 2024.The **** ***** protection is a plan through a third-party company,
********. ******** covers the merchandise damage resulting from a single
accident for up to five years.After fully reviewing the customers account and claim with ********
directly, we have made a one-time courtesy exception for the customer. We have processed
a reselection credit for the sectional.This will give the customer equal value to choose something
different in the show room, we will take the current selection back at the same
time we deliver the new merchandise. If the customer does choose something of
higher value they would be responsible for the price difference.This credit is now active in their account ( reference
number ******** ) and will be for 30 days. We do ask that our customer visits their
local show room at their earliest convenience to have this taken care of. If
they do have any further questions or concerns they can respond back to us here
via BBB.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureInitial Complaint
Date:04/30/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bob's Discount Furniture denied my claim made through their Goof Proof warranty program. This claim (Ticket # 8915673) was filed after noticing damage to my bedframe. I shared with the representative I was unsure of how it was damaged and they denied the claim. This claim was refiled after deeming it was damaged due to movement of the bedframe within my home. Per their policy, accidental damage is covered. Unfortunately there is a pattern of them not honoring my policies and I've settled with them multiple times under different claims (#7672273, #1794381, #1794391, #1794390, #1794386, #1794392). This company rating should be changed given their repeated poor customer service and illegal practices.Initial Complaint
Date:04/29/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Dear Bob’s Furniture Customer Care,
I am writing to formally raise a complaint regarding Order #*********, which continues to cause us frustration and disappointment due to repeated product defects.
Despite two prior returns and pickups, the couch cushions remain defective, consistently sinking and losing shape. This is especially concerning given that the couch receives minimal usage and we are not heavy individuals. Additionally, there are nails protruding from the frame, creating a safety hazard in our home.
It is clear at this point that the overall construction of the couch is subpar. For the price we paid, we expected a product of much higher quality and durability. Unfortunately, this has not been our experience.
We ask that you escalate this matter and provide a permanent resolution—whether that be a full refund, store credit, or replacement with a different model that meets quality standards. We are no longer willing to go through yet another temporary fix.Business Response
Date: 05/06/2025
Good Morning BBB,
We are very sorry to hear of the concerns that our customer
is having with the sectional that they purchased with us here at Bob’s. We have
been able to access their account, and we do agree that a different solution would
be warranted at this time.We have set up the customer with a reselection credit (reference
number ********). This will give the customer equal value to go into the show
room and choose something else that would meet their needs better.We will take the current sectional back at the same time we
deliver the new selection, if they do choose something of higher value they
would be responsible for the price difference.This credit is now active in their account and will be for
30 days, we do ask that they visit their local show room at their earliest convenience.
Please let us know if they have any questions or concerns.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureCustomer Answer
Date: 05/09/2025
Complaint: ********
I am rejecting this response because: I appreciate the kind reach out but at this point, after talking to my wife, we will be purchasing a couch from another retailer. I am kindly requesting a refund and happy to have the couch picked up or donated to a local charity. Please advise the best way to handle.
Sincerely,
***** *****Business Response
Date: 05/14/2025
Good Morning BBB,
While we truly do understand the customers concerns, once
the merchandise is delivered into the home we do not have a return policy. We
are offering the warranted recourse that is under their one year manufacturing
warranty.If they do not want to use this credit towards a new
sectional, they can choose something else in the show room up to equal value. However,
we will take the current merchandise at the same time we deliver the new
merchandise.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureCustomer Answer
Date: 05/14/2025
Complaint: ********
I am rejecting this response because: that doesn’t help me. We have gone through 3 returns already and do not want another bobs piece of furniture nor anything else from the company.
Sincerely,
***** *****Business Response
Date: 05/22/2025
Good Morning BBB,
We can certainly understand the customers frustration, due
to the circumstances we will honor a pick up for a refund in this case ( reference
number ********).We do service the customers area Tuesday-Saturday. They can
reply back to us here at the BBB with a few dates that would work for pick up
and we will schedule the soonest available.Our trucks our geographically routed by the stops they need
to make for the day, they will be given a time frame window 24 hours before their
scheduled date, so we do ask that they pick a date that they would be flexible
in their schedule.We do look forward to hearing back from our customer.
Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureInitial Complaint
Date:04/28/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was suppose get an exchange for a broken recliner. When they got here with the new recliner, they couldn’t take the old one out because it wasn’t listed to do. I told them to take the old one and put it in the front yard. Well, the couldn’t do that either. I called Bobs warranty company and they assured me they would come back at the end of the day if possible. That didn’t happen either. They told me they would come out on Tuesday. Now I am disabled and can’t walk very good and have many health issues. Because my chair is rather large I couldn’t get to my pills that I take to keep me alive, my phone or any of the things I need. So I had no pills for one whole day, so on the 2nd day I thought I’d have my neighbor get them for me and he got everything I needed. I got an email message confirming my Thursday delivery. What happened to Tuesday? They said the soonest is Thursday. I have no place to sit or eat or anything.Business Response
Date: 05/05/2025
Dear BBB,
We are truly sorry for the inconveniences. After reviewing the account the even exchange replacement was completed on 5/1/25 if the customer have any additional issues please respond using this BBB channel.
Warm Regards,
Thaymara C
Bobs Discount Furniture
Corporate Customer Care LiaisonInitial Complaint
Date:04/28/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My family and I have been loyal customers of Bob's Furniture in the past, having referred others to their store as well. However, my most recent experience with Bob’s has concerned and I believe it constitutes poor business practices that may be considered deceptive or fraudulent.
On their website, Bob's Furniture provides a section under "How do I purchase replacement parts?" which indicates that customers can purchase parts by speaking with a customer support agent. However, when I called customer support to inquire about purchasing replacement parts for my Queen Spencer Storage Bed, I was told that their "system would not allow" them to sell me the parts. Despite my willingness to pay for the necessary parts, I was informed that I was not able to purchase them and that I would be required to buy an entirely new piece of furniture instead.
This is misleading and seems to be in direct contradiction to the information provided on Bob’s Furniture website, which holds itself out to consumers as a company that allows the purchasing of parts. It is unfair and unreasonable to expect a customer to purchase a brand-new item simply to obtain parts that they are willing to pay for separately. Further, in doing so, Bob's would single handedly be contributing to the landfill requiring the disposal of the furniture missing parts that easily could've been replace by Bob's.
I am especially disappointed as this piece of furniture was a gift, and without the replacement parts, it is no longer usable.
I am seeking a resolution to this issue, specifically the ability to purchase the replacement parts for my Queen Spencer Storage Bed. It is my expectation that Bob's Furniture will honor its customer service promises, comply with its stated policies, and provide a fair solution.Business Response
Date: 05/06/2025
Good Morning BBB,
We are very sorry to hear of the concerns our customer is
having with their Spencer storage bed. To assist with the customers concerns
further we would need the phone number, or order number used at the time of
purchase to pull up the original order.Once we receive this additional information we would be
happy to look into seeing what can be done for our customer.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureCustomer Answer
Date: 05/06/2025
Complaint: ********
This Bob's furniture was gifted to me. As such, I do not have the order number nor the phone number associated with the Queen Spencer Storage Bed. However, even without that information, I should be allowed to purchase replacement parts from Bob's, especially since Bob's markets itself on its website as allowing individuals to purchase replacement parts. If this is not the case, then this rises to the level of consumer fraud. Given the jurisdiction of my complaint and where I am situated, which has a Bob's location thereby submitting to jurisdiction, this would arise to the level of a violation of the Consumer Fraud Act codified in statute. If I file a claim against Bob's for that, it would enable me to seek treble (triple) damages against Bob's plus counsel fees for Bob's deceptive marketing practices that violate this Act. I am simply asking for the ability to purchase replacement parts and not be treated differently from any other individual looking to purchase such parts, regardless of order number or phone number associated with such purchase. I trust this can be resolved by Bob's allowing me to purchase replacement parts without providing an associated order number or phone number without the need for me to take further action against Bob's.Business Response
Date: 05/08/2025
Good Morning BBB,
While we truly do understand the concerns, for the customer
to purchases parts for the bed frame they currently have we do require the information
to pull up the original purchase. Our system only allows us to put paperwork
through when we have this to reference. Poof of purchase is required for any
parts, service, ect.If this was purchased as a gift, we do suggest the customer
contacts the person who they received this from to get the required
information. Once we have this we will be able to move forward.We are very sorry we are unable to provide a resolution with
out this information.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureCustomer Answer
Date: 05/08/2025
Complaint: ********
I am rejecting this response because:
Your response is unacceptable and confirms that your website contains false information that is misleading to consumers. Your website says that consumers can purchase replacement parts. Your response is denying that right. You are asking for the gift giver’s information and withholding my right to purchase parts on that basis. What if the gift giver left the country? What if they died? Then I just have to contribute to the landfill based on your refusal to allow me to purchase parts despite your website stating that parts can be purchased? Or is it that bobs wants me to purchase an entire new set? That is unconscionable and deceptive business practices. Certainly, there must be a way to order parts without that information and to make it right. I will give Bob’s one final chance to make it right in their response to allow me to purchase the parts directly - as the gift giver is no longer around. If this is not remedied by Bob’s I will commence formal action against the company.Business Response
Date: 05/15/2025
Good Morning BBB,
We are truly very sorry for any inconvenience that this
causes Ms. ******, however our vendor only allows us to order parts when a set
has been purchased and it can be verified.We are unable to sell parts from the vendor with out this,
as we are the retailer and not the manufacture. While our website does state
that parts can be purchased there are terms and conditions to doing so and that’s
why it does prompt the customer to contact us.We truly wish that we could help further with these
concerns, however with out the required information to look up the original order
we are unable to do so.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureInitial Complaint
Date:04/25/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My issue is after I went to Bob's furniture 4-10-25 on ******** ******. I was greeted by a sales associate who showed me around. After I decided what I wanted to get i setup everything and I even paid in full for everything. The delivery was set for 4-17-25. The delivery guys assembled the bed set quickly and was rushing to give me the papers before i was able to check the setup. The only Thing they checked to make sure it was working was the motor rised part of the bed. After they left my wife pointed out that the wood was cracked and bent. The drawers on the side of the bed would not close in flush. So I called and had a technician come back out today 4-24-25. After I took pictures and sent it the email provided in the text. The technician that came out did not have them so he took over the same pictures of the defective bed I paid over 4000 dollars for. This is unacceptable and this should of never happened to me because I trusted that I would get the product I looked at in the store. I am really upset and this needs to be rectified sooner than later, but I am off and they dont have any delivery times that works for with my time. I hope they check this new bed before they bring it to my house. I dont feel valued as a customer and they did not put me first which should be their number one priority.Business Response
Date: 04/30/2025
Good Morning BBB,
We are very sorry to hear of the concerns our customer has
been having with their recent order from us here at Bob’s. We have been able to
access the customer’s account, and we do see that these concerns were resolved
with our customer care team.A reselection credit was given to the customer, the new
order and return of the current merchandise is scheduled for 5/2/2025. If this
is incorrect and the customer needs additional assistance they can reply back
to us here at the BBB.Thank you for bringing these concerns to our attention.
Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureInitial Complaint
Date:04/23/2025
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
10/03/2024 we purchased a new seat casing due to damage on our new sofa. The **** ***** insurance we purchased (10/23) prior refused to cover the damage as agreed. Now 6 mos after purchase and numerous inquiries no product. We have contacted Bobs several times for the seat casing or a refund and no one is willing to help, We request a refund be sent asap since we already waited 6 mos!Business Response
Date: 04/30/2025
Good Morning BBB,
We are so sorry for the delay in the customer receiving their
purchase part order. We have been able to access the customer’s account and we do
see that the seat casing for their chaise has been on back order from our
vendor directly.Parts are ordered directly from the
vendor, they are not something we keep in stock. As we do not manufacture
merchandise ourselves, we are forced to rely on our vendors to ship parts when
necessary.This part is expected to ship late May directly
to the customer via *****. If there was any way for us to get this part to our
customer sooner we assure them we would take that route immediately.We do look forward to getting this
resolved as soon as possible, thank you for bringing these concerns to our
attention.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount FurnitureInitial Complaint
Date:04/23/2025
Type:Product IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We bought a sectional couch from bobs Sunday April 6th,2025 it was delivered that following Thursday when we took it out the plastic we noticed a strong chemical smell. I did some researching online and it stated that it could be from off gassing and to let it air out. I tried using baking soda and vacuuming and left it outside for two nights in the 14th of April I reached out to the chat via their website they said that the smell was normal and would go away. A couple days later we couldn’t take the smell and called to have it returned because of the smell they scheduled the pick up today April 22nd the drivers arrived stated they would be right back and left then I got a phone call from customer service stating they can not take the couch because it smells of urine and had a white powder on it. (Baking soda) I told them numerous times I do not have a pet never mind one that would pee on every inch of the sectional. I’ve told them I have a 3 year old son who is disabled and has respiratory issues. She said they could try to come out again next week but if the driver state that it’s a urine smell they would not take it. They offered of a 30% refund and we could keep the couch. We want the couch out of our apartment.Business Response
Date: 04/30/2025
Good Morning BBB,
We are very sorry to hear of the concerns our customer has
been having with their sectional. We have been able to access the customers
account and we do see that these concerns were resolved with our customer care
team.The customer accepted the 30% refund of the sectional on
4/28/2025. Thank you for bringing this to our attention.Kindest Regards,
Brittney W.
Corporate Liaison
Bob’s Discount Furniture
Bob's Discount Furniture LLC is BBB Accredited.
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