Blue Ridge Travel

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

Good Afternoon Revdex.com- We are very sorry.  [redacted] calls are recorded, just as Bob’s calls are.  The person that called [redacted] reported that there was no accident.  They did not report someone fell into it. FRAME DAMAGE-it looks like the metal frame is off track, no accident happen to cause this to happen just noticed this 2 weeks ago , that someone sat on it and that then they tried to but it back on track and they don’t know how customer states that they got it propped up by a wall MECHANISM DAMAGE- the Recliner that the mechanism the power doesn’t work anymore at all no accident happen to cause this that it just stopped offered 24 hours customer stated no it just stopped working It is obvious from the pictures that this was not damage done by someone tripping and falling on the chair.  We are very sorry, the warranty covers damage that was the result of a single accident through [redacted] and any manufacturing defects through Bob’s.   Wear on the piece from everyday use is not covered.  This is similar to auto insurance, if you get into an accident; you report it to the insurance company.  If you need new tires or wiper blades because they have worn out, it is still damage, but it is from use, from wear and it is not covered under any warranty.    Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because:I am not satisfied with the response. The sales person made it seem like everything under the son was covered by the warranty. It makes no sense that rips would be excluded.
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry. 
Overloading the drawers is not an accident.  Overloading the drawers is not a
manufacturing defect. We would not be able to offer to replace these
drawers.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- Bob’s offers the absolute best value available at our price point.  We also offer the customer our service guarantee.  If a customer reports any issues that may be manufacturing in nature during the warranty period, we will send one of our factory trained technicians...

free of charge.  The technician will report to us the nature of the issue.  If it is an issue that the tech can correct on the spot, they will.  If the issue is manufacturing in nature and requires parts, we will order the parts and have a tech install those parts.  If the issue is manufacturing in nature and parts and service will not correct the issue, we will then offer a one time replacement.  This statement is reviewed at time of purchase; it is on every customer’s sales order, signed by the customer at time of purchase.  It is one of the best warranties in the furniture business and Bob’s stands behind this 100%.    We are very sorry for the concern addressed here.  We have previously offered the customer the option of reselecting to different merchandise.  We offered to cancel the pending part order and set up a credit so that the customer could choose other merchandise.  We offered to waive a new delivery fee.  The customer has refused this offer.  We are not able to extend an offer for refund.  The customer can call in at any time and have the reselection created.    REFUNDS AND CANCELLATIONS 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.   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 may carry additional factory guarantees. You must report any factory defects as soon as they occur to our Customer Care team within one (1) year of possession, and a Customer Care representative will schedule a Service Technician 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 by parts or repair (or parts are unavailable), we will replace the affected item, one time. If the item is no longer available, you may reselect to other merchandise. 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. You also have the option of extending our one year guarantee to FIVE years with the purchase of our Goof Proof Plus plan. In addition to extending our one year guarantee to FIVE years, Goof Proof Plus also protects you from a variety of accidental damages you may cause in those FIVE long years! Call Bob's at ###-###-#### or ###-###-#### to report factory defects to your Merchandise. Our Customer Care Department is available 6:30 AM to 8:00 PM Monday through Saturday and 10:30 AM to 7:00 PM Sunday. Call Guardian at ###-###-#### to report accidental stains or damages to your Furniture within thirty (30) days of occurrence.     Kindest Regards, Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison       Tell us why here...

Complaint[redacted]
I am rejecting this response because:      I understand the fact that they said a handout is given to the customer. But as I mentioned I was not given any handout regarding the insurance, all I was given was my paperwork regarding my purchase inside of the pamphlet sleeve, and a furniture care kit. I was mislead by the associate with the fact that I own a pet. When I called the store regarding my situation the employee who picked up asked me for my order number to see if my email was entered and she said it wasn't. So if she was able to confim this with me I don't see why they now are saying this can't be done since it's been so long. The associate who even picked up said she understands the situation and said to contact guardian and give them a different excuse of how my couch pillow was damaged since they don't cover any pet damage. This is unbelievable. 
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- We are very sorry for the concern reported here.  The customer is not within our delivery area.  The pickup was completed and the customer reached out to us to report that there was damage and a part order was placed.  As a retailor, not a manufacturer, we do not...

keep the parts in stock, we must request the part from the vendor that manufacturers the piece.  This particular vendor normally requires 10-12 weeks to fulfill a part order.  When the vendor ships the part to us we can ship to the customer.  We did receive this part in 5.18.17.  The part will be shipping within 7 business days.  The part order was placed on March 13th.  We apologize that this order has taken over two months to fulfill.  We did offer the customer an exchange or a full refund.  The customer would have to bring the merchandise back to the location they picked it up from for either option.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

From: [redacted]rg> Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint [redacted]   I would like the $50 credit to Bob's as they offered.

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. Please note however the sales associate that processed my cancelation explicitly told me 2 to 5 days not 16 as referenced in Bob's response. Perhaps Bob's should do a better job of training staff on processes to avoid similar complaints.
Sincerely,
[redacted]

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 and will reply to the Revdex.com mediation service with their decision.  We thank the Revdex.com for bringing this to...

our attention. Sincerely, [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 ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Iris G[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 a refund of the delivery fee after the couch is delivered. 
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are sincerely sorry for the delay in having this concern rectified.  Bob’s does not manufacture merchandise.  We are a retail business.  We sell from manufacturing companies.  Normally, special order colors or fabrics take from 12 to 16 weeks, depending...

on the manufacturer.  Unfortunately, for our customer, one piece was damaged during the shipping process.  We called the customer the night prior to delivery to advise them of the damage piece.  The customer had the option, at that time, to reschedule the other three pieces or cancel the order all together.  If this was a stocked piece, we could have gotten the new one to the customer within a few days.  As this is a special order, we had to go back to the manufacturer and request the replacement piece.  We understand this is an inconvenience for the customer.  The sofa in the home is missing the end piece with the arm.  This is not something that can be expedited.  If we had not informed the customer, by their own admission, prior to delivery that a piece was damaged and would not be delivered, we would have more options available for resolution.  The customer was made aware prior to delivery that delivery would not be complete, they accepted the delivery and they accepted the merchandise.  We will not be able to honor the request for a return for refund.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Dear Revdex.com, We are very sorry for the frustration the customer is obviously feeling.  We can understand why they are frustrated.  Mattress covers are meant to protect mattresses from spills.  Mattress mold is an environmental concern that can affect mattresses from all manufactures and all mattress types.    Kindest Regards,                                         ...⇄ Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

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
February 2012.  At the time the sale was
created the customer was offered the options of purchasing Goof...

Proof.  This would have covered the purchase for
accidental damages for 5 years.  This
customer did not accept this option.  The
Bobroom set delivered in March 2012 came with a one year warranty against
manufacturing defects.  That year warranty
expired in 2013.
The customer reported to us she has
moved.  The damages reported are chips on
the merchandise and a crack in the bed. 
This damage is consistent with moving damage.  The crack in the bed is unrepairable so a
courtesy service would not solve the customer’s issue.  As this merchandise is far outside of the one
year warranty and the customer chose not to purchase the Goof Proof accidental
plan we have no other options to offer beyond the billable service she was
previously offered. 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care 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]

Good Afternoon Revdex.com- We are very sorry for the delay in having this concern rectified.  A second tech was sent out and was able to reattach the brace that secures the arm.  We ask that the customer replies if there are further concerns with the set.  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 ID [redacted], and find that this resolution is satisfactory to me.
I would accept a replacement of the table without purchase of additional warranty. I will wait for instructions from the business on how to proceed. Thank you for your assistance. 
Sincerely,
Regina Jennings

Today I received a call from Bobs Customer Care, they apoligized for the inconvenience and they are going to send me all set of six chairs on August 7, 2015. The problem has been resolved Thank you to Revdex.com, I am satisfied and I really appreciate it.Best regarts,[redacted]