Blue Ridge Travel

Good Morning Revdex.com,
Please pass on our sincerest apologies for the multiple
bedding concerns and the inconvenience this has caused to our customer. We do
not blame the customer for being very upset with us and in lieu of the poor
experience overall we have made the executive decision to...

refund the price paid
for the bed protector.
While I understand our customer’s negative perception,
having been thru such an ordeal with this bedding, Bobs Discount Furniture does
not deliver used product under the pretense that it is new merchandise. Bedding
today is built on an assembly line in a fast paced manufacturing facility and
while it is rare, it is entirely possible that the items delivered were built
incorrectly or with poor workmanship at the manufacturer’s facility.
If I understand the customer’s posting correctly it advises
that our delivery team took back the protector with them, if I do not
understand this post correctly then please convey to the customer that they may
keep the bed protector purchased and we will still offer to refund the purchase
price due to all the concerns caused. The mattress protector carries an extreme
value for any bed its used with, while we are able to allow the customer to
keep the mattress protector please note that in accepting the purchase price
refund this specific mattress protector is no longer eligible for any of its
associated warranty benefits thru Bobs Discount Furniture.
I have created the appropriate paperwork needed for the
refund and the most efficient manner in which this can be processed back to the
customer is by the customer making contact with their retail location.
I have left the directions below for the customer to follow
and apologize again for the concerns they have experienced as a result of our
failures.
o  
Anytime after 10am and before 9pm Dial ###-###-####.
o  
Press the number one (1) on your keypad when you hear Bobs voice.
o  
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this
order number: [redacted].
o  
At that point they will take the credit card
information from you and complete the processing.
Kindest Regards,
Stephanie G[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 on 5.21.16 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] 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.  We sent our technician to the home on 5.13.17.  The tech found cosmetic damages that were not manufacturing in nature, scratches and stains.  We have attached the photos the tech took, the back page of the customer’s sales order explaining what is covered and the [redacted] Handout the customer was given at time of purchase.  We are very sorry that the customer has chosen not to pay the [redacted] bill.  As the customer financed through [redacted] the customer’s credit will be adversely effected by not paying the agreement.   Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com- We are very sorry for any confusion.  The order was placed on 2.25.18 and showed available to schedule on or after March 6th.  It was delivered on 3.7.18.  We are very sorry if the customer felt the store was pressuring them to purchase something more...

expensive.  It certainly is possible the store suggested a higher priced item.  That would not be bait and switch, that would be normal sales practice, which the customer has every right to refuse.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

The purchase is under [redacted]  (my mother in law) the phone numbers connected to yhe purchase will be [redacted] or [redacted]. I believe a bobs credit card was used.Sincerely 
[redacted]

Dear Ms. [redacted] I understand that you are reporting separate incidents to Guardian however, prior damage must be repaired before reporting a new claim and the amount of damage you have reported is excessive and preventable- some of it is normal wear/unrelated to an accident (chairs).  Given the information provided in your most recent response, Guardian will not overturn the previous denials.As a courtesy, I have processed the necessary paperwork to replace the loveseat; please contact the store or our customer care center to schedule a delivery and pick up date. Please understand that there may be a difference in the dye lot of the new loveseat vs. the sofa (old vs. new), which is beyond our control. Unfortunately, there is no recourse for the dining chairs; you may either purchase new upholstered seats at $45.00 each or a completely new chair for $79.00. The chairs have a vinyl cover, the damage is unrelated to a defect or specific accident (rubbing together is not an accident but rather wear and tear); therefore there is no recourse available- however, the goof proof plan is still in effect until March 2017.

Complaint: [redacted]
I am rejecting this response because: the quality of the furniture is poor.  I did exchange one chair for another style because I had no choice.   Bob's Discount Furniture is not stuck with returns.  They have an area called "the Pit".  How it was explained to me, that's where returned furniture goes.  When we received the new chair, I contacted the Revdex.com to inform them that  an exchange took place.  
Sincerely,
[redacted]

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 made
in February and at that time the customer purchased the option of [redacted]...

[redacted]
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
misuse or abuse of the merchandise. 
The scratches on the table top would not be a manufacturing
defect.  If there is a single incident or
accident that caused damage this customer can certainly put in a claim with
[redacted].  At this time there is no claim
submitted for this customer.
The damage to the chair could be caused by an accident or it
could be manufacturing in nature.  If the
customer is aware of an accident that occurred I urge them to reach out to
[redacted] and submit a claim.  If this customer
can submit 2 photos of the damage on the chair, I can review with my service
managers and make a determination on cause. 
If it is determined that the cause is manufacturing in nature we would
be able to offer recourse.   Please take
one close up color photo of damage and one photo from 2 to 3 feet away.
 
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 Kaylin to
rectify the...

situation and reach a satisfactory outcome.  The bank where the check was cashed is
conducting a fraud investigation.  This
is no longer in Bob’s Discount Furniture hands. 
The check was issued to the address on file; it was cashed on 11/30/15.  The bank will continue to conduct their
investigation to determine if fraud has been committed. 
 
We have provided this customer with all necessary documentation
from the bank.  This customer should
reach out to the bank for further information.
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

[redacted],
Thank you for your response and I do
apologize if my verbiage caused you to feel any offense. My sentiment was intended
to convey an expression of regret for all the failures that you have been thru.
As you have indicated ‘none’ in the desired
settlement section of your complaint I give my deepest apologies again and remain
saddened that we have lost you as a customer.
Warmest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Complaint: [redacted]
I am rejecting this response because:  Our bank notified us that it does not take three to five business days on their part. Refunds are issued immediately upon receipt. Bob's flagged our refund and it was being held on their end according to their customer service representative. Once released they have three to five business days to put it to our bank. As of this morning we are still waiting on one refund. $200 for the mattresses that we're picked up yesterday.
Sincerely,
[redacted]
[redacted]

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...

Acceptance Now Company – not Bobs Discount Furniture. I can confidently state that this type of agreement is commonly reviewed with an Acceptance Now Representative 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. We did complete the exchange on 6.22.17.  The piece that was damaged on the initial attempt was the storage drawer under the bed.  The bed was set up and functioning from the first delivery on 5.23.17.  The storage drawer was scheduled for the exchange at that time.  We are not able to make any adjustments to a contract that is between this customer and a completely different company.  We can offer compensation.  For the customer having to have two deliveries and having to wait for a month for the storage drawer to be available, we are willing to offer a Bob’s store credit in the amount of $100. Kindest Regards, Tracy N. S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

Good Afternoon Revdex.com- We are very sorry for the delay in having this rectified.  The customer has worked out the concern with the store.  We ask that they reply back if there are any other issues pending.     Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount...

Furniture Tell us why here...

Good Afternoon Revdex.com,
We completely understand why this
customer feels it is unfair to ask them to wait for this part order, I must
say, in this case I agree.  Our
manufacturer’s warranty is very clear that we offer service and parts
first.  If there is an extensive part
delay, we can and will offer alternate recourse, in some cases. 
We offered parts, and offered to
compensate her if she wanted to wait for the parts, there is a delay in the
parts, and we can certainly offer to exchange this for the customer.  I have created the paperwork for the exchange.
The customer needs only to call into to either customer care at ###-###-#### or
any store to have this exchange scheduled. 
The exchange order numbers are [redacted].  We are able to offer Wednesdays, Thursdays
and Fridays for exchanges.
Kindest Regards,
Tracy N. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because:The mattress what removed/returned. There is no [redacted] in billing because the contract was terminated by me. I had a 90 day return policy through bobs on the mattress. Regardless of who "financed" the purchase, meaning [redacted] offers a rent to own agreement, bob's still needs to stand by their guarantees. I still stand by that I should receive a full refund for this mattress. 
Sincerely,
[redacted]

Good Morning Revdex.com-
While we do sympathize with this customer
that waiting on a part order can be unpleasant, it is the only avenue open to
us at this time.  This part order was
offered as a customer courtesy. 
We offered a service and sent the
technician out free of...

charge.  He found
there was not a manufacturer’s defect. 
We explained this to the customer and offered the courtesy part order,
free of charge.  The cost of each of the cores
is $50.  As this customer was outside of
the 1 year manufacturer’s warranty this cost should have fallen to the
customer, but we covered it. 
I understand that the manufacturer did not
complete the part order as we requested. 
That is an unfortunate outcome.  The
pieces are no longer within warranty; there is nothing else we can offer at
this time.  We have placed the new part
order.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We can understand the customer’s hesitation.  We ask the customer to reply once the
exchange has been successfully completed on 2.25.17.
Sincerely,
Tracy Sanborn
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because:The company is just spinning around utilizing the warranty for any reason. The cats the inspector refers are declawed. How a coach cushion can peel apart in 1 year and not be covered by factory warranty or an extended warranty I paid extra for makes no sense. I see hundreds of complaints online for the same issues. They sell these warranties with no intent of allowing any assistance. I do not care that it is an outside company they dump this on. Bob’s sold the product and the warranty. If they can not honor them it is a scam!
Sincerely,
[redacted]

Good Morning Brandon,
I don't blame you for being very upset with us and on behalf of Bobs
Discount Furniture I extend my sincerest apologies.  I know and acknowledge how unpleasant this
entire ordeal has been for you and while I know this is your Bobs experience I assure
you that we...

would not be continuing to grow if all our customers were met with
so much disappointment while seeking to rectify warranty claims.
I truly wish there was a way I could undo what has been done and I
apologize again for the appalling impression you have been left with of our
company. You have our pledge to maintain the quality of all our customer
interactions at every level and we truly thank you for reporting these
incidents to us.
The springs on your sofa were deemed to be experiencing a concern as a result
of the manufacturer defect and this is
covered under the warranty directly provided by the vendor to the purchaser. As
per our service policy (outlined on your original invoice) you are granted a
one time replacement option on the affected item. Your account does not
indicate that you are experiencing any concern with the loveseat you have in
the home but given the poor experience you have endured we are happy to offer
you a reselection store credit on the loveseat as well as a further form of our
apology.
I have entered the reselection store credit into your account (based on
what you originally paid for the sofa, loveseat, and Goof Proof Protection).
This store credit will allow you to reselect to a different set,
please visit any of our showroom locations to access this credit with a sales
professional within the next two months (credit expires on 9.10.2015). We will cover the cost of the new delivery fee on the new sales order due to the defective sofa.
We will expect to remove the current merchandise (sofa and loveseat) you have
in your possession on the same date we deliver your new selection. I have asked
that the parts order pending for you be canceled, if for any reason you receive
these parts due to them already being in route to you please feel free to send
these parts back with the delivery team that comes to your home to deliver your
new set or discard of them at your own discretion.
Your store credit can be accessed directly under this order
number: [redacted] and we thank you for giving us the
opportunity to make our failures right by you.
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
on 5.9.14 and at the time of purchase, the customer purchased the option...

of
[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 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. 
A photo review was done by [redacted].   The customer reported damage to them that
was not the result of a single accident called in within 30 days so the claim
was denied.  
I reviewed both of the technician’s reports, one from 2016
and one from 2017.  The both listed the
damage as non-manufacturing.  Telling the
customer that the damage is unrepairable and the piece should be replaced does
not mean Bob’s would be responsible. 
Bob’s is responsible for manufacturing defects. 
This damage is not covered under the [redacted] Plan.  There
are no parts available from the vendor and it is too severely damaged for a
tech to repair.  We would not be able to
offer any resolution for this damage.
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning [redacted]
We absolutely apologize that you are having
issues with your mattress.  We have
recently changed our policy on mattresses and staining.  It was in the past very black and white, if
there was a stain, warranty was voided. 
We do now honor the warranty if...

the stain did not cause the defect.  There are cases where a spill on the mattress
breaks down the mattress material causing dips or pockets. 
Due to the change in the policy I would ask
that your submit photos to me, either through the Revdex.com mediation process or the
photos can be sent directly to my email [redacted]
*If the technician deems the defect
is not caused by the stain the Factory
warranty is not affected.*
*If the technician deems the defect
is caused by stain the Factory
warranty is voided*
To move forward please understand that we
require a minimum of four (3) pictures (in color) for each item that is an
issue. I have listed the requirements below to ensure our request is
specifically notated:
-Minimum 3 Photos of the Mattress:
        
   - 1 Picture that clearly shows the entire facing surface of the mattress,
this way I can clearly see if the stains might have caused the depressions
- 1 Picture that
clearly shows the damage at close range
          -1 Picture that clearly shows the damage at a
distance showing the depressions, if you put a broom or mop across the
mattress, I can get an idea of how deep the depressions are
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer.
 Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison