Blue Ridge Travel

Good Afternoon Revdex.com- We are very sorry. It appears the customer no longer had the original method of payment used.  Our system does not allow for us to credit a different credit card, for security against fraud.  The customer received the refund check and cashed it on 6.23.17. Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture   Tell us why here...

Good Morning Revdex.com-
Please pass on our sincere apologies to this family.  We certainly do not want anyone feeling ill.  I see this has already been set up for an
exchange which is scheduled for 2/23/16. 
I certainly hope that this will rectify the issue for this family. ...


Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Afternoon Revdex.com- We can understand the customer’s frustration.  The account is documented that at the time of delivery the customer was advised that to proceed with the exchange the customer would owe Bob’s for the mattress.  The account is documented that the customer agreed to this condition in order to have the exchange completed.   The customer was given store credit for two pieces, only returned one.  The customer owes for the second piece.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:1) I do not understand the bed cover resolution being offered.  Are the agreeing to send me the second cover?2) Please detail the summary of the $91.34 refund.  It appears they acknowledge changing my order without my knowledge and consent or agreement.  Prior representatives told me the "replacement" was done to save me $100 on my order, since there was an in-store sale they were giving me the benefit of.  The shipping cost me $59.98.  It will cost me at least $59.98 to get the items delivered to where they need to be.  This adds up to $219.96, plus taxes.Attached are screenshots of my original order and the mattress description.
Sincerely,
[redacted]

Good Morning Revdex.com,
Our records show that this item was delivered on 02/17/2011.
We have received one call for service that was dispatched on 12/12/2015.
Our technician’s report was logged as follows:
December 12-2015
In-1045
Out-1107
Tech-Christian
Sofa/RAF and LAF...

mechanisms are bent, missing cup holder (Customer
threw it out), circuit board ripped it out, hole on the back center
all damages are Customer
Caused and the overall condition of the item is deemed to be fair
Above Comments Added By C[redacted] ( Chris [redacted] ) On 12/12/2015 at
11:19
Our company provided this
sale (in 2011) with a one year guarantee against the occurrence of factory
defects. We have already completed a courtesy to this customer by dispatching a
technician at no cost outside of our responsibility to this item. The only
remaining protection on this item is related to a plan purchased at the time of
sale that is managed by the [redacted] Company, not Bobs Discount Furniture. We
stand behind the quality of our product in the event of a manufacturing defect
however based on the technician’s report that confirms no defects present,
several items actually missing from the furniture, holes in the material, and
the length of time that has passed since delivery with no report of concern
provided to us –nearly four years- we
are unable to offer further recourse for this item.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

I had raised a complaint against Bob's Discount Furniture on June 22nd regarding my furniture and the business responded to me yesterday. The resolution was that they are going to give me a store credit for the purchase price of the furniture. They mentioned that if I select a different material then it would be 60% but if it was the original one it would be 100%. I did mention in the resolution that I want the same material and so was expecting the 100% store credit. Today morning I got an email from Tracy Sanborn of Bob's Discount furniture that they are issuing me only 60% store credit which is not the resolution that I expected. Could you please look into this. If possible I would like to re-open the complaint. Thanks, [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]

Good Afternoon Revdex.com,
 
I am so
sorry to learn of our customer’s poor experience with this purchase. I can only
imagine how frustrating this has been for our customer and completely
understand their position at this point. I find it very alarming that any
member of our staff...

indicated that we gave another customer this customer’s
product.
Our
normal processes for delivery to all customers consist of loading merchandise
to a transfer truck (usually an 18 wheeler) that brings the merchandise to a
depot (Delivery Company) that we subcontract to closer to the customer’s
residence. The merchandise is then offloaded and reloaded to the box truck that
will deliver directly to the customer. Whether the pending delivery is canceled
all together or rescheduled our system views it as a cancelation. The
merchandise that is on the box truck then gets placed onto a returns trailer
(normally this trailer has returning merchandise from customer’s homes/warranty
claims and customers’ old bedding that we take back from new bedding purchases
on it) and shipped back to our distribution center. We cannot tally this
merchandise into our ‘new furniture inventory’ as in most cases we are unable
to sell it at all in the condition it returns to us in; the customer’s sales
order will only look for inventory based off of what we currently have factory
fresh wrapped  in our distribution center
racks. With that being conveyed, we literally do not have the capabilities to
give away any customer’s merchandise to other customers in a situation of
canceling a current delivery and rescheduling to a different date. It is much
more likely that our inventory system experienced a glitch in tracking due to
the large amount of rescheduling or that we had previously sold off all the
beds we had in our racks to customer’s who were scheduled for delivery during  the snow storm (we canceled thousands and
thousands of deliveries due to storm Jonas). Rest Assured -we will follow up on
this communication and properly educate the staff member involved.
As a
retail chain, and not a manufacturer, we have little control over the
availability of some product. As this is a shipment our inventory system
clearly expected in sooner there is always the chance that the overseas
shipping container will make it to our Distribution Center sooner than the
anticipated date we have right now. Please pass on our sincerest apologies that
we haven’t been able to deliver this purchase as advised to our customer and as
we have previously disclosed the merchandise will not be made available to us
to deliver to the customer prior to 2.13.2016.
We have
the current options available for recourse in relation to this customer’s
concern:
              
Either:
·        
To go into a store location and see if there
is a similar item available with stock on hand so there is no delay in
delivery. We will allow the customer to reselect on the entire bedroom set
should they feel necessary. Under this option we will agree to compensate our
customer by refunding the delivery fee paid to us ($199.99) after they have received all the merchandise
they find satisfaction in – This is not a normal offer of compensation for us
and we are making a great effort to accommodate this individual’s demand for
compensation prior to the order being closed so with all due respect to our
customer, we will not be making a higher compensation offer under this option.
·        
To wait for the item the customer initially
purchased with the understanding that the tentative delivery date will be on
2.13.2016 (as long as there are no unforeseen events with this shipping
container I.E –U.S. Customs can and may detain the vendors container in port)
and we will return 10% of the customer’s BED
–HEADBORAD/FOOTBOARD/RAILINGS merchandise purchase price plus the delivery charge after the delivery has been
successfully completed to the customer.
·        
Or, a cancelation of the pending bed, removal
of the product in the home, and a full refund of the customer’s order after the
merchandise in the home has fully returned to our inventory.
 
Again I
do hope the customer can accept our most sincere apologies for what has
occurred; it was never our intention to communicate any delay in shipment or
disappoint our customer.

Good Afternoon Revdex.com- We are very sorry that this delivery was not completed.  There are areas that are extremely difficult for us to complete deliveries.  The team was not able to find any place to park. We certainly did not want to lose this customer or this sale.  We did make...

several attempts to complete the delivery, but we were unsuccessful.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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 received the delivery and is
happy with the merchandise, they have accepted our offer of compensation.
Sincerely,
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 Diana 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...

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 do sincerely hope the manager Pedro is reprimanded for his poor customer service skills. Pedro blatantly lied when he told me he worked in the corporate office and there was no one who could help me. After calling to schedule the return I spoke to a representative who confirmed they are not located in headquarters. I cannot understand how someone such as Pedro is given a management position at a large corporation. He was rude, arrogant, and unprofessional. But worst of all he was a deceiving liar. I can only hope that Bob's Discount Furniture understands how bad seeds like Pedro tarnish the companies reputation. The could have made a life long customer out of me as I am a very loyal customer. I purchased my entire living room from Bob's Furniture and I even had my brother furnish his entire apartment with Bob's furniture. I was really looking forward to staying a Bob's Furniture customer as we are planning to purchase a house soon. After the horrendous experience I've had and the ridiculous customer service I received from Pedro I can't ever imagine myself giving this company another chance. It is people like Pedro who speak to customers when things go wrong and sadly he's just not equipped for that social interaction. I very much appreciate the professional and courteous response I received from the corporate office and it's a shame that same professionalism wasn't taught to representatives and managers at the call center. I would much rather pay double for all my furniture than to have to deal with people like Pedro. It's truly amazing how one person can have such a huge effect on a companies prospects. Not only did Pedro cause Bob's Furniture to lose me as a customer but he also caused Bob's to lose all the referrals and potential referrals I recommended and would have recommended to Bob's. Hopefully this is a learning experience for Bob's Furniture and I do hope for their sake that Pedro is removed from management as he can cause Bob's to lose much more customers.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have lost many days for of vacation for something that should have been delivered correctly the first time...not the 7th. Also I don't want compensation in the former of a gift card because I will never buy anything ever again for this company. I can't afford to take more vacation time for broken furniture to be delivered.  I only get 10 days of vacation and 7 so far are being used for this furniture. Completely unacceptable.
Sincerely,
[redacted]

Good Morning Revdex.com,
Please review the below
communications –from the bottom up and log as our response to this concern.
The customer and I have
personally communicated several times and our business has done our very best
to offer this customer resolution on a concern that is occurring...

far beyond the
control of our business.
[redacted]My
last response to the customer is listed first ( directly below)[redacted]
On Friday, January 22, 2016 8:39
AM, "Gauthier, Stephanie" [redacted] wrote:
Good Morning [redacted]
 
I do apologize that my example was
not perceived as I had intended it to be. How about this:
               
If the item you purchase from us, we will say sofa, does not fit thru your
doorway when we come to deliver it – the responsibility of knowing the measurements
to your home does not fall on our salesperson. A salesperson cannot be expected
to know what the environment the merchandise is going into is going to look
like, nor is it reasonable to hold any retail associate (from any business)
liable for a concern that stems from the environment the merchandise is in and
literally beyond the control of that business.
 
We did not sell you a frame and the fact remains that the products
we did sell you have no manufacturing defect concern within them.
 
Our technician’s report as
recorded– is listed below:
 
time in 1240
time out 1246
alfredo
matt was sinking- due to the type of frame they have, they don’t
have slats or bar going across
matt was up to standards
frame was purchased from another store not from bobs and doesn’t
work out with matt, needs new frame
Above Comments Added By C[redacted]On 12/31/2015 at 12:47
 
As you can see our technician did
not indicate that there was any defect concern within your mattress or
foundation and with all due respect if your foundation is sagging it is truly
because you are not supplying it with the proper support it needs at this time.
We recommended proper support for your mattress by selling you the foundation,
what we didn’t sell you is what is causing your concern – as fully indicated by
our Service Professional. If you were to put your mattress and foundation onto
a level surface (or into a metal bed frame) with proper support you would soon
see that there is no concern of sagging present within the products purchased
from our business.
 
The bed protector you purchased –
as indicated on its packaging is designed to cover the mattress itself against
staining, ripping, tearing and other accidental events that could happen to the
mattress material itself. The claim you are seeking coverage on does not even
remotely apply to the protection purchased for the mattress.
 
We have made you the most fair and
adequate offer possible and I apologize to you that our business cannot take
responsibility for a product that we didn’t sell you. As indicated before I
understand your position as a consumer and the best thing my business can do
for you is help you to get proper support for the mattress and foundation you
currently have.
 
I do hope you can see the value in
our offer and as a final courtesy we will offer (in addition to the $25.00 gift
card) to cover ½ the cost of any delivery fee associated with the purchase of a
king sized metal bed frame.
 
Kindest Regards,
 
Stephanie ** G[redacted]
Customer Care Corporate Liaison
70 Jewett City Rd
Taftville Ct 06380
(###-###-#### (Direct)
6###-###-#### (Fax)
[redacted]
This communication, including attachments, is for the exclusive
use of addressee and may contain proprietary, confidential and/or privileged
information.  If you are not the intended recipient, any use, copying,
disclosure, dissemination or distribution is strictly prohibited.  If you
are not the intended recipient, please notify the sender immediately by return
e-mail, delete this communication and destroy all copies.
 
From: [redacted]
Sent: Thursday, January 21, 2016 8:58 PM
To: Gauthier, Stephanie
Subject: Re: In response to your concern: Customer No: [redacted]
 
Stephanie,
 
I think the floor comparison is
nothing like this situation. The frame is part of the bed. Your store sells
frames, foundations, and mattresses. You do not sell floors. No one in your store
informed us that the frame had to have supports to avoid damage. No one
informed us that the frame mattered at all. We strongly believe that the
salesman had a responsibility to explain to us that the type of frame and
supports under the foundation were important to avoid damage. 
 
Also, the person who came out to
our house to look at the mattress and foundation pointed out that the
foundation is sagging. I don't think there is any way that at this point
placing support under the foundation would correct it. It is not flexible. As
far as the sagging in the mattress, I don't know if support would correct that
either. The person who looked at the mattress and foundation told me he was
recommending that we receive a new mattress and foundation. He must have
thought that they could not be corrected with support. According to your
customer care representative, the people sent out to examine these issues are
trained experts. If that is correct, then your proposed solution won't solve
the problem.
 
At this point we are simply asking
that you stand behind the products that you sell. Clearly, your salesmen should
be instructed to explain to customers the importance of the proper support
under the foundation. If you would replace our mattress and foundation and provide
the proper information to your customers in the future, your company will never
have to deal with this type of problem again. 
 
Lastly, even if your position is
that we caused this damage, certainly it was not done on purpose. It has to be
considered accidental. We purchased your goof proof plus protection plan which
supposedly covers accidental damage. I know you are an honorable company and
there is no way that you would sell customers a protection plan and then when
they have a problem, reject their claim. That would be fraud, plain and simple.
Bob's is better than that.
 
I am respectfully asking that you
replace our mattress and foundation, or provide us store credit equal to the
cost of the mattress and foundation, or a full refund.
 
Sincerely,
 
[redacted]
 
 
 
 
 
[redacted]
President
[redacted]
[redacted]
Phone ###-###-####
fax - ###-###-####
email: [redacted]
 
On Thursday, January 21, 2016 4:07
PM, "Gauthier, Stephanie" [redacted]>
wrote:
 
Hi [redacted],
I’m so sorry I wasn’t available
when you called me back, I just tried to call your cell and it went to
voicemail.
 
I completely understand and
acknowledge what you are communicating regarding your time of purchase however
it is relevant to state that the items you purchased from our business were
delivered and (to the best of my knowledge) assembled in the place you
requested our delivery team assemble them.
 
While I again understand why you
feel our business let you down it is reasonable for any retailer to expect that
any consumer understand the responsibility with ensuring their bedding purchase
has proper support. Please know that I am not seeking to place blame in this
scenario but please consider the consequence similar to:
                               
I purchase a new appliance (we will use washer/dryer –as I just made this
purchase) from a retailer and also purchase the floor matt/support deck that
the retailer recommends for proper support of that appliance.
               
If I then take that washer and place it on my floor (that does not have enough
support beneath it to hold that washer and its decking matt up) and the washer
falls through the flooring, the responsibility of the repair needed to the
washer or the flooring does not fall back on the retailer I purchased those
items from.
 
Please feel welcome to correct me
if my perception is wrong here – it sounds to me like the mattress and
foundation you purchased from us was essentially placed into a hole and the
mattress/ foundation is only sinking because it is resting in a hole. Once that
mattress and foundation are adequately supported they will no longer show any
signs of sagging.
 
I am not certain what type of king
size bed you have in your home (metal frame or a wood set of
headboard/footboard/rails) currently, we do offer king size metal bed frames or
we also offer support systems that can be purchased and installed into various
types of beds.
 
We can offer you a $25.00 Bobs
Discount Furniture Gift Card for the failure in communication you feel you
experienced during your purchase. This gift card could be used towards the
purchase of a king sized metal bed frame that we sell that would resolve your
concern all together.
 
Let me know your thoughts and
Kindest Regards,
 
Stephanie ** G[redacted]
Customer Care Corporate Liaison
70 Jewett City Rd
Taftville Ct 06380
(###-###-#### (Direct)
6###-###-#### (Fax)
[redacted]
This communication, including attachments, is for the exclusive
use of addressee and may contain proprietary, confidential and/or privileged
information.  If you are not the intended recipient, any use, copying,
disclosure, dissemination or distribution is strictly prohibited.  If you
are not the intended recipient, please notify the sender immediately by return
e-mail, delete this communication and destroy all copies.
 
From: A [redacted]
Sent: Thursday, January 21, 2016 3:01 PM
To: G[redacted], Stephanie
Subject: Re: In response to your concern: Customer No: [redacted]
 
Stephanie,
 
Thank you for getting back to me.
There are no supports. The frustrating part to the whole situation is that I
was told by the salesman and the finance person at the time of purchase that I
needed to buy the Bob's foundation to ensure I was protected. I wasn't ever
informed about anything relating to the frame or any additional supports under
the foundation. 
 
Sincerely,
 
[redacted]
 
[redacted]
President
[redacted]
[redacted]
Phone ###-###-####
fax - ###-###-####
email[redacted]
 
On Thursday, January 21, 2016 2:45
PM, "Gauthier, Stephanie" [redacted]
wrote:
 
Good Afternoon [redacted],
 
I do hope you can accept my
sincerest apologies on behalf of Bobs Discount Furniture for the lack of care
it seems your concern has been met with. I find it appalling that you weren’t
able to speak with a supervisor when you requested to and I would certainly
like to help you move forward in any way that I can.
 
At this time the documentation I
have located within your account does not necessarily suggest that the frame
you have caused damage to your mattress, it illustrates more so that the
framing you have is incomplete. I assure you that I am not trying to add insult
to injury in asking you the following question, my number one priority is
ensuring that you are well taken care of.
 
               
Is there a support system under the foundation? I.E. –long pieces of wood that
commonly (horizontally) rest from one end of the bed railings all the way to
the other end of the bed railings?
 
I did leave a message for you with
a woman who answered the business line you posted in your email. I look forward
to hearing back from you and I am available (normally until 3:30pm) by phone or
email.
 
Kindest Regards,
 
Stephanie ** G[redacted]
Customer Care Corporate Liaison
70 Jewett City Rd
Taftville Ct 06380
(###-###-#### (Direct)
6###-###-#### (Fax)
: [redacted]
This communication, including attachments, is for the exclusive
use of addressee and may contain proprietary, confidential and/or privileged
information.  If you are not the intended recipient, any use, copying,
disclosure, dissemination or distribution is strictly prohibited.  If you
are not the intended recipient, please notify the sender immediately by return
e-mail, delete this communication and destroy all copies.
 
Dear. Ms. [redacted]
 
Here is a quick layout of my
problem. We purchased a mattress about ten months ago, from Bob's Furniture
store on [redacted]or $1300. After we received it, it was brought to
our attention that if we didn't have the Bob's foundation our Bob's warranty
would be void. So we spent another $500 dollars for the foundation. After
several months I noticed the mattress was sinking on one side. We called the
store and their technician came out to take a look and verified the mattress
was indeed damaged as well as the foundation. He claimed it was because we
didn't have a proper frame for that foundation. He also said that he was going
to recommend a new bed but that we should get a different frame. We were
supposed to receive a call from customer services after the new year but no one
called. After we reached out to them they proceeded to tell us they are not
responsible because it was our frame so it was our fault.
 
No where does it specify that the
mattress requires special equipment to avoid damage. No one ever mentioned that
a special frame was required to avoid damage. Ironically, after further inquiry
with Bob's staff it was also discovered that had we kept our old box spring we
probably would not have had this problem. I also feel that it is difficult to
prove that our frame caused the problem and it can be a defect in the mattress
and foundation, since I have had my previous bed for over 10 years and this
never happened. 
 
I have spoken to three customer
service representatives already, all of which are unauthorized to make decisions.
They will not put a supervisor on the line, I am put on hold while they speak
to the supervisor. I asked for a name and address to reach out to someone in
charge and they told me they don't have that information.
 
I am very angry and frustrated at
this point. We have been loyal Bob’s customer’s for years and have always told
our friends and family about the great products and prices that you offer. This
is the first time we have ever had an issue with Bob’s. Now we have spent over
$1900 on a bed, which was a major purchase for our family and it is basically
ruined and Bob’s is refusing to help. We had absolutely no idea about the
frame. The salesman simply asked if we had a frame. Other than that, there was
no discussion about any potential problems that the frame could cause. There
was no explanation that if there was a problem, that our warrantee would be
worthless.
 
I would like to keep the good
relationship with Bob’s and continue to recommend them to others, however if
you can’t help me then I will have no choice but to file a complaint with the
Revdex.com. I do not think it is fair to abandon a customer on a
purchase such as this when the store did not explain the risks properly. In
fact, since the salesman and the manager DID explain the risks of not buying
the foundation from Bob’s and DID NOT explain the risks or even discuss the
frame, by omission of that information Bob’s implied that the frame did not
matter. Also keep in mind that we purchased the goof proof protection which is
supposed to include accidental damage caused by us. While I don’t know for sure
that we caused the damage, even if we did, it certainly would be considered
accidental.
 
I hope you can understand our
frustration and hope for a resolution. We are simply asking for one of three
options: 1. A replacement mattress and foundation (of equal value) or 2. Store
credit equal to the price of the mattress and foundation or 3) a full refund of
the price of the mattress and foundation.
 
Your prompt attention to this
matter would be greatly appreciated.
 
Sincerely,
 
[redacted]
 
 
[redacted]
President
[redacted]
[redacted]
Phone ###-###-####
fax - ###-###-####
email: [redacted]
[redacted]first communication from the customer is listed (directly above)[redacted] 
Kindest
Regards,
Stephanie
** G[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison

Good Afternoon Revdex.com,
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the agreement that the customer is
referring to signifies that it belongs to...

the [redacted] – not Bobs
Discount Furniture.
I can confidently state that this type of agreement is commonly reviewed with
an [redacted] and signed with an employee from that company
directly. We do not train our sales professionals or customer care agents on
the inner workings, terms, or conditions of this contract as it is a document
that our company is not authorized to manage, update, or change in any
way.
If this customer wishes to have the contract canceled and the merchandise
picked up we can certainly honor that request. 
Per the contract signed between the customer and [redacted] they
would not be able to receive any of the rental payments back.  Returning the merchandise would cancel the
contract only. 
At this time we do
have an exchange pending.  The customer
can either except the exchange or call [redacted] to cancel the contract
and schedule the pickup. 
Kindest Regards,
Tracy N. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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.  We hope to hear back from the customer to
discuss the offer in depth.   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:The business' recent response is wholly inaccurate.  How was the store confused, when I placed my order online?  Why did the store bundle anything, and how could the store think I was looking for anything other than what I purchased, again...when I placed my order online and noone from the store reached out to me to explain before they did this??  I understand the store received my online order, and maybe found a better deal in-store for me by bundling...but please explain how they then unilateraly decided to spend my savings money on a "cover" that: 1) I didn't order separate in my original online order; and 2) do it without my knowledge or consent, where I spoke to noone at the store before delivery since I placed the order online?  How did this benefit me, the customer???  I again attach the printout of my online order.  I never spoke to a store representative until after the mattresses showed up at my billing address, 200 miles away from where I asked them to be shipped, and noticed that only 1 cover was delivered with my mattresses.I again also attach the printout from the desciption of the mattress item for sale.  It distinctly says each mattress I ordered comes with an "updated cover" that "makes this bed look and feel out of this world."  Further down, it says in "Product Details:" that they each come with a "-Stretch knit fabric cover," and under "Mattress:" it says it comes with a "-Plush knit fabric cover."  Imagine my surprise when I received only 1 cover with my order, and now I'm being told I was charged for it from the savings the store found for me by bundling?!?!?!?  If there is any confusion here, it was caused by the business' misleading sales advertising, and poor customer relations and improper delivery practices.You still fail to explain how I am supposed to get these mattresses to the destination that I ordered them to be delivered to, and what you will do to reimburse me.  I presume I will have to FedEx them myself from my home, where they were incorrectly delivered, to my vacation house 200 miles away...and that charge will be at least what you charged me for shipping.
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,
Iris G[redacted]

Good Day Revdex.com,
Please pass on our sincerest apologies for
the inconvenience the multiple deliveries caused our customer. We can certainly
understand the customer’s frustration and acknowledge the reasons why the
customer feels they are owed something additional after their concerns...

have
been resolved.
Bob’s prides itself on providing quality
service and the best value product for the price. Our primary focus is on
making the concern we caused right so that our customer is satisfied with the
product that they have purchased from us. We have resolved the original concern
and delivered the customer the merchandise originally expected in good
condition. At this time any additional accommodation we feel adequate to offer
to the customer is a form of our apology and at our internal discretion.
I see that this was already approved for a
refund due to the delay in the part order. 
Parts are ordered directly from the vendor, we do not stock parts.  Each vendor has their own processing
timeframe, and I see for this vendor is does appear to be vendor that takes
about 44 days to ship parts.  This is
scheduled to be picked up from the home 3/15/16, I checked to see if we could
offer to exchange the pieces that have the hardware packed with them, they are
out of stock.  I apologize that we were
not able to make this right for this customer. 
Because this customer purchase through a third party, Acceptance Now, in
the store not through Bob’s Discount Furniture, we do not have control over
their requirements in regards to canceling the contract and receiving a refund.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison