Blue Ridge Travel

Good Afternoon Revdex.com-
We are very sorry for any confusion or miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s.  I see that this purchase was delivered
in April 2014 and at the time of purchase the customer purchased the option...

of
Goof Proof Plus. 
This warranty has two aspects.  Through Bob’s this customer is covered for a
period of five years for manufacturing defects. 
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area. 
The other side of this warranty is through a third party
company, [redacted].  [redacted] covers the
merchandise for accidental damages. 
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise. 
On every sales order reviewed and signed at time of
purchase, it does clearly state that the plan for accidental damages goes
through a company called [redacted].  The
flyer given to every customer at time of purchase also states which company to
call for which damages.  We have attached
those.  [redacted] is not a division or
part of Bob’s.  It is a carrier for the
protection plan in reference to accidental damages.  Any damage resulting from a single accident has
to be called into [redacted].  Bob’s can
not act as an agent on behalf of the customer when reporting the damage. 
As this damage is localized to a single area of one side
chair and there is a part available to replace this damaged piece we have
ordered that part to be shipped from the manufacturer.  The manufacture does require a 6 week ship
time.  The part will be sent directly to
the customer at the address on this complaint. 
Once the part is received the customer can call in for the
installation. 
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are very sorry for the delay.  The part has been delivered and the
installation service has been scheduled. 
We invited the customer to call in once the installation service has
been completed and the piece is functioning properly.  Please call and...

request an account review for
compensation for the failures that are represented in this complaint.  We do normally offer this compensation solely
as a Bob’s Gift Card.  Due to the
multiple issues, we will note the account that this can be offered to the [redacted] account, once installation is completed and the customer is again happy
with the pieces. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com,
Our records indicate that our customer has been contacted
directly by our business (11.19 -11.21.2015) and offered an avenue for
resolution on this concern.
We are truly very embarrassed about the overall poor
interactions the customer and their family members cite...

to have experienced
during this transaction and we assure our customer that we have taken the
appropriate steps to address these concerns internally. Our greatest loss is
and will remain loosing our customer’s trust in our business. We do hope our
customer can accept our deepest apologies for our failures.

[redacted]   Hi Madelyn,   Thank you for your prompt response.  I disagree with the response from Bobs Furniture. I've previously stated that I had to call Bobs to fix the planks shortly after I purchased the day bed and they have that on record. Then it came out of place again which (within 5 years of purchase) which contributed to the single incident of the bed breaking.  It was never assembled correctly to begin with. Yes they sent a technician to assess the damages and he himself stated to me that this happens all the time and I stand by that. When he got on the phone with Bobs he didn't tell them what he said to me and thats not right. The techinician is an employee of bobs so of course he is going to tell his company what they would like to hear and find a way to not do the repairs.  The planks were not attached to the frame at all, not even by where the frame broke. Bottom line is, it's deceiving and misleading to the customer that if the furniture is damaged whether it be a manufacturer default or accidental, the furniture would be repaired. This falls into both categories. I'm not asking for any money back. I'm simply asking that my furniture be repaired as promised to me by the sales man and thru the warranty company that I purchased. You cannot blame this on wear and tear as they like to put it.

Complaint: [redacted]
I am rejecting this response because:i was told on the first delivery that the items damaged would be scheduled to deliver on Tuesday.   I took the day off of work to make sure that some one would be home for this delivery.   Had customer service properly communicated with me this would not have happened.  When I called on Tuesday their customer service department had no idea what I was talking about.    My complaint is not solely for a failed delivery, but also for the terrible customer service we had received once we did have an issue.  I consider the second deliver to be a no show and the third to finally be successful.   This is why I should be refunded my delivery fee in full. A full day of work missed is worth way more than $50.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The initial time that I called for service was following our move from [redacted] to [redacted]. The Loveseat was having a problem with the seat back on one side where it was slanted and no longer sat correctly in place. I also called on one of the dining chairs which had a broken leg. When my claim was denied, I ordered a replacement chair leg at my own expense, which I never received.The second time I called for service, it was for NEW DAMAGE to the loveseat. The Foot elevation on the loveseat was broken after one of our guests was a bit rough with it... it reclines, but it will not close. You once again declined the claim saying it was due to the aforementioned move, even though I clearly stated it was NEW ACCIDENTAL DAMAGE. This was NOT a problem before I called this second time. I have since had to wire the foot of the recliner shut and we are unable to use it since it won't stay closed on it's own. I also reported some springs that had popped out, and this was also NEW DAMAGE.The third time I called last week, I was reporting again NEW DAMAGE.  The new damage is a tear in the leather behind one of the recliners, and also leather on both seats that was damaged by someone putting their feet up on the seat with shoes on. I once again clearly stated that this was NEW ACCIDENTAL DAMAGE, and was told that damage to the leather was not covered after 3 years, even though the GoofProof (THAT I PAID EXTRA FOR) is supposed to cover accidental damage for 5 years.  I also reported that 2 of the other dining chairs (we only have 5 now since we never got the 6th chair repaired by you), now have damaged leather from scraping against one another. Again... this is NEW DAMAGE to 2 DIFFERENT chairs in the set... and again I was told that damage to leather is not covered.Is there anything the Goof Proof DOES cover?  Photos attached.
Sincerely,
[redacted]

Good Afternoon Revdex.com,
We are very sorry that there is confusion
on this issue.  This customer purchased
in February of 2014.  The purchase came
with [redacted].  This customer’s
purchase had a one year warranty against manufacturing defects and five years
against accidental damages.   If the
customer still has their original receipt it does state that there is a one
year warranty against manufacturing defects.
SERVICE POLICY
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickup. Our mattresses and motion furniture may carry
additional factory guarantees. You must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians to inspect the item
and service it to factory standards at no cost to you. If the Service
Technician determines that the factory defect is not serviceable, we will replace
the affected item, one time. If the item is no longer available, you may
reselect to other merchandise or we will refund the purchase price. In the
event of a reselection we will charge or credit you for any price difference
between the original and the re-selected item. Merchandise purchased from our
“Outlet” or Clearance Centers that is not brand new/factory fresh is excluded
from these factory defect guarantees. Normal wear and tear or customer-caused
problems are also excluded. Service can only be provided within our serviceable
area to the original purchaser as stated on your sales receipt.
We have since changed this plan with
[redacted].  All new material does reflect
that purchases with [redacted] Plus will have five years of both manufacturing
warranty and accidental warranty.  We
understand that if the customer looks at newer sales orders, or new store
flyers they will see a different policy. 
We do however have to honor the policy this customer paid for.   We have no recourse to offer this customer. 
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s.  I see the purchase was made in May
2011.  At the time the sale was created
the customer purchased [redacted]  This
provided the...

customer with a full five years for accidental damages.  The merchandise was covered for a period of
one year from manufacturing defects. 
This warranty period for manufacturing defects end in June of 2012.  We have sent our technicians to the home
several times as a BEST EFFORT service. 
This was explained to the customer each service.  In a Best Effort service the tech will repair
and touch up whatever he is able to with stock material in his van.  Parts or replacement are not covered as the
pieces are no longer under warranty. 
As we have already offered the courtesy
service and the pieces are not repairable and this bed is no longer under
warranty we have no options to offer this customer.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison

Good Morning Revdex.com,
Please pass on our apologies for the frustration and the alarm
this mold issue has caused to our customer. There is a vast amount of public
knowledge available that discloses the fact that with any foam mattress a
concern of mold is related directly to the product’s...

environment.
Mold is a fungus found in areas
that are mostly dark and moist with very little sunlight and little to no air ventilation.
Fibers and foams like those found in mattresses can be common places that
support mold growth. If our customer is wondering how,
why there is moisture within or under this mattress the simple answer is that
the came from the sleeping person’s body.
Everyone sweats in their sleep,
some, more than others. Having been a salesperson for Bobs before, I have spoken
to several customers who say they can sweat up to a pint or more during the
course of an evening. When given this information from my customer I would
usually lead them to either a more traditional innerspring mattress or a latex
mattress. Through out the course of a night the body temperature
rises and the human body perspires in order to cool it back down. During this
process the body gets rid of a great deal of water. Ultimately if moisture gets
beyond the bed sheets and/or the bed protector the mattress acts like a sponge
and absorbs the moisture. Please note: this customer’s original sales order
shows no purchase of a waterproof bed protector from Bobs Discount Furniture.
This issue is also not directly related to our brand of memory
foam mattress (Bob-o-Pedic) and it is reasonable for any retailer to assume
that their customer has done the appropriate research to satisfy their own
needs for information prior to purchasing any product. A retailer cannot be
responsible to advise every consumer how the specific merchandise they have chosen
to purchase will react within their specific home environment because the sales
person is not actually going into that specific environment and inspecting it
while selling a product.
These products are not defective and our business has not
failed our customer, we are unable to take on full ownership or responsibility for
a concern of this nature. As a one time extreme courtesy we have uploaded a
Bobs Discount Furniture Store Credit (for the price originally paid on this
product –Bedding only-) to this customer’s
account. We are unable to take the moldy mattresses from the home however the
customer can use this Bobs Discount Furniture Store Credit towards the purchase
of new bedding. We highly recommended that this consumer does not select
another memory foam mattress as the original has not reacted well in this
environment. Should the customer decide to maintain memory foam mattresses in
their home and this same concern arises we will be unable to offer any recourse
as this is not the result of a defect in the product itself.
The customer can access their store credit of $798.00,
under this credit number: [redacted], within any of our Bobs Discount Furniture
Showroom locations.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry for any confusion or miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s.  I see that this purchase was delivered
May 2013 and at that time the customer purchased the option of [redacted]...

[redacted]
This warranty has two aspects.  Through Bob’s this customer is covered for a
period of five years for manufacturing defects. 
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area. 
The other side of this warranty is through a third party
company, [redacted] covers the
merchandise for accidental damages. 
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.  Per the [redacted] handout and the
[redacted] warranty card, pet damage from bodily fluids is covered.  That is the only pet damage that is covered
by [redacted].  Damage from a pet’s nails
or teeth is considered preventable.
While this is not a manufacturing defect and does not fall
under the Bob’s umbrella of coverage, we are willing to offer the customer a
courtesy part order for the casing on the seat. 
If this customer would like to accept please confirm that it is the
sleeper sofa seat cushion, we do have parts available for that piece.  Once I receive that confirmation, I will
create the part order.  The casing will be sent to the address on this
complaint.  The part is ordered directly
from the manufacturer and does have a approximate 7 weeks ship time.
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us. I see that this customer has already spoken with my colleague and it appears the customer will be working closely with David to rectify the situation and reach a...

satisfactory outcome.   We ask that the customer responds to us thru this Revdex.com channel if there are any other concerns so that your efforts in excellent mediation assistance are not wasted.   Kindest Regards,                                         ...⇄ Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

Good Afternoon Revdex.com-
The technician sent to the home was there to repair if
possible and report back his findings if unrepairable.  He reported to us that the piece was damage
through use by the customer not by any manufacturing defect.  We will not offer a refund on a piece that is
not defective.   The offer of the $100
refund is the only offer that will be made and that is made solely as a
courtesy. 
Sincerely,
Tracy Sa[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- We are sincerely sorry for the frustration the delay has caused.  It appears that there was some confusion between the customer and the store on 11.16.17.  The store associate noted that the customer had chosen to reschedule the available pieces so that everything...

came in together.   We are very sorry for that error.  As we were not part of that conversation we cannot state how the confusion occurred, but the sales person clearly noted that the customer wished to have the delivery on the 25th.   The customer would continue to receive notification from the automated system as it does not accept changes once it has been scheduled, it will continue to advise the customer.   The store has noted in the account that compensation will be offered once the delivery is completed.  We believe that the amount the store has offered is generous for the single error that was made.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Morning Ms. [redacted],Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the part order delay. The relay box, which is the part needed for your recliner generally takes 4-6 weeks to receive; unfortunately the part is ordered directly from the...

manufacturer and has been out of stock.Upon further review of your account, our records indicate that we have processed the necessary paperwork, (today) canceling the part order and exchanging the complete the recliner console with a brand new one; delivery is scheduled for May 15, 2015.Your patience is greatly appreciated and we apologize for the inconvenience we have caused.Thank you,[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] the guardian plan is telling me it IS a manufacturer defect ,Bobs says no ....So which is it!! I don't think that just because I didn't know how the tear happened that this should be just disregarded  ! It's ridiculous

Good Afternoon Revdex.com- We are very sorry for any confusion or miscommunication this customer is experiencing using the warranty for the merchandise purchased from Bob’s.  I see that this purchase was delivered on 2.15.16 and at the time of purchase, the customer purchased the option of Goof Proof...

Plus.  This protection plan has two aspects.  Through Bob’s this customer is covered for a period of five years for manufacturing defects.  Manufacturing defects must either be verified through a Bob’s technician visit and report or through the customer submitting photos which are then reviewed by a staff trained specifically in that area.  The other side of this plan is through a third party company, [redacted].  [redacted] covers the merchandise damage resulting from a single accident.  Accidental damage must be reported within thirty days of occurrence and the customer must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through everyday use, misuse or abuse of the merchandise.  The customer reported to [redacted] that the kids were playing with the dog and the dog’s nail scratched the sofa.  This is not an accident.  It was not denied because the customer was honest.  It was denied because the damage was not the result of an accident.  [redacted] covers accidents.  We are very sorry, it is not a relatable accident.   Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture   Tell us why here...

Dear Revdex.com,
 
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Kaylin...

to
rectify the situation and reach a satisfactory outcome.
 
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because I have tried to reach Kaylin multiple times, starting last Thursday 8/25, to rectify the situation and have left 2 voicemails for her. I have yet to receive a call back nor have ever been able to get her to answer her phone when I call. This is ridiculous. 
Sincerely,
[redacted]

Good
Afternoon Revdex.com-
We
are very sorry that the customer is now dissatisfied with the merchandise
purchased in 2012.  The merchandise came
with a one year warranty.  The billable service
was offered as the tech may have been able to correct the issue in the home if
it was a loose track. The customer was not forced into the billable
service.  That was offered as an option
to try to fix the issue.  If the
technician went to the home and it was determined that parts would correct the
issue, then the customer would have been advised of the cost of the parts and
they would again have the choice whether to proceed or not.  Without seeing the dresser there would be no
way to know if the dresser was repairable. 
Without seeing what parts would be needed, there would be no way to know
if the parts were available.
Sincerely,
Tracy
S[redacted]
Corporate
Liaison
Bob’s
Discount Furniture

Complaint: [redacted]
I am rejecting this response because: I feel that I deserve more than the refunded amount. The vacation day alone that was wasted due to failed delivery was worth nearly the refunded amount so I still really haven't been compensated at all, and the 7 other times I had to stay home on the weekend is wodth even more to me. The only reason I accepted the offer over the phone was because it took nearly an hour to get anything from the company
Sincerely,
[redacted]