Blue Ridge Travel

Good
Afternoon [redacted]
I
am very sorry for the disappointment you are experiencing with your bonded
leather set. I assure you that Bobs Discount Furniture cares very much to
satisfy all our customers and we stand behind the quality of our products even
after the expiration of our one...

year guarantee period.
Bonded Leather offers the look of luxury at a much more affordable price point
and as its name depicts, bonded leather is
real leather that is adhered (or bonded) to a fabric backing with a strong
adhesive. Over time and with any amount of usage the heat from our bodies and
friction from use causes expansion of the molecules that join the bonded
leather to the fabric backing. Bonded Leather is manufactured the same way
industry wide and peeling over time is not isolated to the bonded leather
products we sell at Bobs Discount Furniture. If you continue to
purchase/maintain bonded leather furniture in your home regretfully peeling can
occur based on the nature of this material’s manufacturing process.  You
have had this set for over three years and in that three year period our
records indicate that you had not reported any issues before June 2016. The
Bobs warranty on your merchandise expired over two years ago and as this
concern does not stem from a factory defect in the product’s workmanship and is
viewed as normal wear and tear industry wide, we are able to make a store
credit offer to from a place of extreme courtesy and care.  As with most protection plans the [redacted] purchased does not cover normal wear and tear this courtesy option is not
in relation to the plan purchased as it is being offered to you by Bobs
directly.
If you would like to reselect to a different set, made of a different material
that may fit your furniture needs better we can offer to credit you 60% of the
original cost you paid for both the [redacted] sofa and loveseat, this would be a
reselection credit.  We would waive a new
delivery fee and expect to pick up the [redacted] set when we deliver the new
pieces.
Please
let me know if this option for resolution is acceptable to you and I will
process the necessary paperwork and have our retail location contact you to
make you aware of your available credit.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry for the issues this customer has
experienced with using the [redacted] protection plan they purchased. We would
never want our employees telling a customer to give a falsified report.  We will absolutely refund this customer for
the [redacted]...

they purchased last year. 
I have created the paperwork and the check will be mailed to the address
on this complaint.  The total amount on
the check will be $184.65.  Please allow
5-7 days for United States Postal Service delivery.
We are very sorry if this customer feels that they were
misled or misinformed. 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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 purchased on 2.6.15 and at the time of purchase, the customer purchased the option of [redacted]...

[redacted].  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 has stated that they took apart the back cushions and now they are not happy with the appearance of the piece.  As this was purchased almost two and a half years ago, we cannot question the salesperson as to the conversation that took place.  We are surprised the customer can remember it but we are sure the salesperson would not be able to.  We can refer to the policy.  Taking the casings apart is not a manufacturing defect, it is a purposeful act.  It is not a onetime accident, so the claim through [redacted] was denied.  We are very sorry, we cannot resolution on a concern that is neither manufacturing nor is it damage resulting from a single accident.    Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com-
We are very sorry that this customer is suffering
discomfort from medical concerns.  We are
not able to offer any recourse however.  
The tech reported to us that the foundation and mattress are in poor
condition.  The damages and issues he
found...

are not because of any manufacturing defects.  He found that the pieces are torn, stained
and not receiving proper support.   It is
possible that the pieces were damaged when they were moved from [redacted].   It is a customer’s responsibility
to provide proper support under a foundation, if proper support is not in
place, the foundations will cave, tear and the support beams may crack under
the stress.
We apologize to our customer that we are unable to
take responsibility for damages that are caused completely outside of our
control.
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We were made aware of this concern through other
avenues.  The customer has received the
merchandise at this time.  They have been
offered and they have accepted compensation. 
We ask that the reply back if there are any other pending concerns...

not
addressed.  Thank you for bringing this
to our attention. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com,
We are so sorry that our customer had any difficulty getting in
touch with us to initially discuss these concerns. We assure our customer that
is not the normal case for our offices and we continually remain available 7
days a week to assist our valued...

customers. 
We also apologize that our customer is at all unhappy with the merchandise
they personally selected and assure them that we have initiated an appropriate
resolution offer in which our business suffers several losses to accommodate
them.
Per the sales invoice that this customer signed and fully agreed
to ( I have a copy of the signed policy document and if necessary can submit to
Revdex.com) at the time of sale:
Our refund policy is as follows:
You may
request a full refund on orders for stocked merchandise at any time up until
the time we deliver the merchandise to you or until you pick it up.
The information the customer has posted regarding our technician’s
findings is not accurate. I have included a document containing photos of the
merchandise and I have posted the technician’s report below from 8.20.2015:
8/20/12
1212-1229PM
TECH 
[redacted]
[redacted]
SLEEP SOFA- SLPR MECH UP TO STANDARDS
- SAID IT’S WERE THE MECH IS SUPPOSE TO BE BENT A LIL & MIDDLE SUPPORT LEGS
ARE SHORTER THE REST OF LEGS
THIS IS NORMAL AND THE OVERALL
CONDITION OF ITEM IS GOOD
 
RCL CHR  = NO DEFFECT- IT’S JUST HARD FOR CUSTOMER TO
RCL
THIS IS NORMAL AND THE OVERALL
CONDITION OF ITEM IS GOOD
 
At
this time we have addressed the customer’s preference concerns with the
merchandise to the best of our ability as a business. We have filed a Personal
Injury Report on the customer’s behalf to our insurance provider, confirmed
there are no defects within the items  (our
technicians report/pictures relays that the items are in safe condition), and
gone above and beyond to offer this customer a reselection credit with no new
delivery charge.
 
As
a business we are offering to take back merchandise that we cannot resell as
new even though there are no defect concerns present and cover the cost
associated with paying a new delivery team to bring out whatever merchandise
the customer feels will suit their desires better. We care very much to satisfy
all of our customers and assure this customer we are only trying our best to
help get them product they are happy with.
 
We stand behind the resolution we have in place as the most fair
and accurate given all facts associated with this case.
Kindest Regards,
[redacted] A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good
Afternoon Revdex.com-
We are very
sorry that this customer is not completely satisfied with the adjustable bed
the purchased from Bob’s.  Bob’s Discount Furniture has one of the most
comprehensive mattress comfort policies in the industry.  This policy is for the mattress...

only.  I am sorry if the customer feels there was
any miscommunication from the store in explaining this policy.   It is noted on each customer’s sales order,
directly above where the customer signs at time of purchase.  There are two areas on the sales order that I
would like to call attention to.  The
first area is under the Refunds and Cancelation Policy:
You may
request a full refund on orders for stocked merchandise at any time up until
the time we deliver the merchandise to you or until you pick it up.
The other
area to note is the Mattress Satisfaction Policy:  
If you are
unhappy with the comfort of your mattress after having slept on it for
thirty (30) days, please call our Customer Care Center at ###-###-#### within
sixty (60) days of your delivery and one of our representatives will arrange
for you to make a onetime re-selection on your mattress only.
This
does state that only the mattress is included in the return policy.   We did have our tech come out to the home on
8.17.16, determined that there were no manufacturing defects present in this
set.  We would not be able to return this
merchandise on a preference issue.  If
the customer is finding the mattresses to be uncomfortable, we can certainly
offer the comfort reselection they are entitled to.  Bases are not eligible for return.
I
have attached a copy of this customer’s specific sales order for review.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Liaison
Bob’s
Discount Furniture

Good Afternoon Revdex.com-
Due to the intricate nature of this complaint, we have
reached out to the customer directly to discuss our offer of resolution.  The customer has accepted our offer.  All necessary paperwork has been created and
processed.  We thank the Revdex.com for bringing
this to our attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
Due to the intricate nature of this complaint, we have
reached out to the customer directly to discuss our offer of resolution.  The customer is considering our offer and
will reply to the Revdex.com mediation service with their decision.  We thank the Revdex.com for...

bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because:
To be honest they contact me left a voice mail I called back and never spoke with anyone. They did not even address all my issues and should never be given a good rating. They just think people will give up if they do not respond to the complaint
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response becauseThe offer Bobs Discount Furniture claim to offer does not exist.When I called on the 1/4, 1/25, 2/26 and 3/29, their customer service, Aileen and Brisn the representativetold me their was nothing they can do for me.  I want them to look at the table,If they are willing to contact me via email to arrange for someone to look at the table.That would be awesome.Thanks
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]The Name On the account is [redacted]the delivery address is [redacted]the email address is [redacted]phome number [redacted]

Good Afternoon Revdex.com- We are very sorry that this customer was not delivered showroom quality merchandise the first attempt.  There are no notes discuss any refund of $200.00 with the customer.  There is an exchange set up for the mirror waiting to be scheduled.  The customer can...

call into customer care at their earliest convenience to schedule the exchange.  If the customer can provide any information on whom they spoke with or when the call took place that they were offered a $200 we can have the call pulled and reviewed.   Compensation is typically offered only as a store credit, per our policy.  If the customer can recall this information or retrieve it from a call log on their phone, we will certainly investigate further.      Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

I am informing Revdex.com that complaint  number [redacted] has been resolved the store is adjusting the error of charging and I am very happen with the outcome. Thank you, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I would like to make a few things clear though to a Bob's. We know that the furniture is distressed this is what we liked about it however the cracks and scrapes are not part of the distressed look. Also, my wife has asked for a delivery for after 6pm on Monday night March 21st and when called we received a 1:15-5:15 window. We called about this and they said well that is our last time that we have for that day which just means that they didn't want to push the time after 6pm since we were the last stop in the area.  When asked about a time after 6pm it was stated that we may not get this and it is times that they get and can not accommodate. I then asked if I wanted to just schedule a time for you to pick u the furniture can I do that and I was told no we don't do that. I asked so if it comes broken forever I just get to keep going through this and Heather said we would just finite to deliver the furniture until it wasnt broken.  Which is a ridiculous response so I would just continue this forever. Uncertain if that means that you are looking to make your customers satisfied in any part of this. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:While the immediate issue has been resolved, there is an underlying problem in the company's business processes has not been fixed. Telling a customer they will have something in 72-hours, but then being given a run around is not acceptable for any legitimate company. For the record, I FINALLY got the email containing my gift card information on June 2nd. This is OVER a week from the day it was submitted and well beyond the 72-hour time frame the company promised. Looking at the company's Revdex.com record - I am not the first, nor the last, to have a similar complaint. I have used the $100 gift card I was provided to purchase a matching nightstand for my bedroom set. Going forward, I will no longer be patronizing Bob's Discount Furniture, nor will I allow anyone within ear's range to purchase from them without extreme protest.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]  I have talked to corporate and I sent an estimate they are supposed to send a check for the damage, I have not received it as of yet so I will give it until the end of the week at which time I will put another complaint in if I do not receive it. [redacted]

Good Afternoon Revdex.com- We are very sorry that the customer is dissatisfied with the offer that was made.  The customer’s bed was deemed defective by our technician.  The bed is no longer being manufactured.  As a retailor and not a manufacturer, we are not able to control when a...

manufacturer chooses to discontinue a product.  If the bed was still available, we would have just replaced it.  As it is not available, the customer was set up for a reselection credit for EXACTLY what they paid for the bed, plus taxes.  The Goof Proof plan allows for a one time replacement of the bed, so the plan has been fulfilled.  The customer was offered exactly the cost of the bed to reselect to a different bed.  That is the only offer that we would be able to make.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because: after we got the couch the second time bobs told us then that the it was going to be 100 dollars from the beginning no matter how long it takes. My fiance waa told that over the phone.  That is unprofessional amd misleading. That is unfair for us.   Even if he knew  the credit card information you still didnt talk to me.  I  am the authorized user. You just assumed he had permission.He was never asked about the name on card or asked for the code on the back of the card. Also he was never asked for the address of the card.  Finally I know that it wasnt a secured line becauae the customer service rep never said that it was a secure line while taking  the information from him. I know that because she told him that she had tp be quiet because people around her were on secured lines. With that said I would like more than the 150 back to me.
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry for any misunderstanding.  The sale was a price protection order sort of
a layaway.  The customer may have
requested the cancelation earlier; I show the actual cancelation was done on 1.19.17.  There may have been miscommunication with the
store on previous conversations.  That
was the date the cancelation was processed and the refund set up.  This was corrected by the store before we
were aware of the Revdex.com complaint.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture