Blue Ridge Travel

Good Morning [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.
Your account indicates that you have not...

spoken with Bobs Discount
Furniture directly to seek resolution for your concern and I further apologize
for any frustration you experienced while seeking protection for this concern
under the accidental protection plan you purchased. The material makeup of all
of our living room furniture is displayed (every day) on the placard we keep in
front of every set. We disclose the Guardian portion of your protection plan
being available to accommodate coverage on most in home accidents on our customer’s
sales invoice and by way of the trifold we hand to each and every customer at
this time of purchase. We also take initiative to ensure our customers who
purchase from the web have this information available for their review as well.
Bobs Discount Furniture does not false advertise and we have always worked diligently
to ensure transparency for all the products we sell. I have included the sales
line up sheet that was displayed in front of your product for verification of
this.  
I’m does trouble us that you feel you haven’t received the
appropriate response to your concern and we would certainly like to help you
move forward. As a consumer myself I do feel it important to provide an
overview of bonded leather so that in the future you understand its value
provided its price point in comparison to top grain 100% leather (we do also
offer 100% leather merchandise at a higher price point as we believe in
offering continued quality, choice, and value).
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.  We truly appreciate you as our customer and want
to help you move forward in any way we can.
As this set has been in your possession since 2013 we request that
you send thru photos of your concern for our Service Department’s review.
You can send these pictures via the Revdex.com channel you have opened or
you are welcome to reach out to me directly with these pictures by email at [redacted] Please send thru a minimum of three photos that display your merchandise in its
current condition. One photo of the concern at a distance, one photo of the
concern(s) at close range and once photo that depicts both pieces you have
(sofa and loveseat) in their entirety.
Once your pictures have been reviewed and concern verified, we
will respond with what resolution offer we are able to provide you with.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry.  The details of this complaint do not match the account information.  The customer received delivery on January 19, 2017.  The customer is well within warranty.  As this merchandise and all Bob’s retail merchandise comes with a one year...

manufacturing warranty against defects.  If this customer had reached out to us we would have follow our service guarantee.  We would have either sent a technician to the home to access the damage or we would have asked the customer to send us pictures of the damage.  IF the damage was deemed manufacturing in nature, as seam separations normally are, we would have offered one of several resolutions.  We would not have offered a refund.  That is not something that falls within our policy guidelines.  We would have offered one of the options that are available.  In an effort to assist this customer, we have reached out to our department that works with our Service department to request the customer send pictures of the damage.  They will be emailing him directly asking for the photos.  They will then reach out to discuss the damage that is visible and any resolution that is available.  We are not able to offer a refund. Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Morning-
We are sincerely sorry we were not able to fulfill the order in a
timely manner.  At this time I am showing
all pieces have been received and the offered store credit has been applied to
the account.  We will offer as additional
compensation the delivery fee...

refunded to the original method of payment. This
will be the final offer of compensation for this account.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment Disc [redacted].  Once this is
completed and the credit card number is entered into the transactions the
refund should process back to you within 3-5 business days.
 
 
Anytime
after 10am and before 9pm Dial ###-###-####Press
the number one (3) on your keypad when you hear Bobs voice. 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]
 
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care 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 delivery experience with us.
As the team is unable to safely remove the set from the
home, without damaging the customer’s home we would be willing to offer...

the
customer a concession to keep the pieces as a refund to [redacted].  We will offer the customer a 30% refund.  This offer would void all warranties on the
pieces so in addition to the 30% of the merchandise cost we would be willing to
cancel and refund the Goof Proof plan for an additional $99 refund.  The pieces would stay in the home with no
further warranty.
If the customer would like to accept this offer they
can call into customer care and have the exchange canceled and the concession
for 30% of the cost of the merchandise cost created. 
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because: I would like a manager from bobs to contact me via phone for resolution.
Sincerely,
[redacted]

I am very sorry to hear you have located pests in your product. Bob’s takes all precautionary and preventive measures available to us to avoid contamination, we do not sell products infected by pests. The bedding that you purchased was a new product that was wrapped from the manufacturer. I...

can imagine that this ordeal has not been easy on you, but the facts are that the source of bed bugs are from somewhere other than new furnishings. These pests require a human source to survive and they move around by hitch-hiking on people and their belongings. Unfortunately, bed bugs have become widespread throughout the United States over the past several years due to both a combination of global travel and the absence of effective chemical treatments to deal with them. Please be aware that the presence of bedbugs does not reflect on the cleanliness or otherwise of their environment – they can survive and thrive wherever people reside, and they are most active at night when they feed.      It does appear that the customer just moved into an attached home.  There is carpet present in the bedrooms.  This would have made it impossible to see if there were any pests present in the home before our team made the delivery.  We regret that you experienced this problem, but we are unable to respond to issues when the cause is beyond our control.     Kindest Regards, Tracy S. Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

Complaint: [redacted]
I am rejecting this response because: I received a call from [redacted] regarding my complaint.   She was the person who promptly responded to my Facebook complaints and had promised to compensate me ffor all the issues that I brought forth.Now, she is repeating the same mantra that I heard from another representative: that I had been made whole.  I was not made whole.  Nothing was done to amend the situation from the beginning.  She kept repeating that they gave me an accent chair for $150.  What she and others are failing to see is that I originally asked [redacted] of the [redacted] store for the accent chair ($299 full price).  When the chair did not come with my big order, I realized that it was never added.  To correct the wrong, [redacted], store manager, created an scenario: one that I now know was just a smoke screen to cover up the ineptness of her salesperson.  [redacted] decided to tell me that the reason the chair was not added was because it was completely out of stock and the only one left was the store display.  She said that due to the "inconvenience,"  I'd receive it for $150 but that I had to pick it up myself. On the day the store told me to pick it up (the same day that they were picking up a wedge piece that the deliveryman SPIT on, an exchange was to happen.  Upon arriving to pick up the accent chair, no one could find it.  I wasted an hour in the store where another manager, [redacted], pretended that she could not find another chair in any of the Bob's.  I left the store in doubt. Call it instinct or my ability to see through lies, but I called the Orange store myself.  Armed with only a description, I spoke to [redacted] a salesperson, who assured me that not only did he have the chair in his store, but there were MANY of these same chairs ready to order.  I thanked [redacted] and immediately called the Bridgeport store.  [redacted] knew that she was caught in a lie for she had wasted more of an hour of my time.  Her only remedy was to "arrange" for me to pick up the chair in Orange, CT.   None of this had been my fault but somehow I had to now rent a van to collect a chair.   I reported all of this on another [redacted] responded to this and called.  She said because it was the fault of the store, she'd let the chair be delivered with the rest of my items.   This was not a gift from Bob's.  What happened to the other complaints? The promises?  Definitely a bait and switch and a bad customer service experience.  Nothing was resolved. Please see my original complaints for all the things that went wrong BEFORE the delivery of the accent chair. 
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.   We are very sorry for the extremely poor service the customer received.  We have ensured the customer will only  be charged for the two pieces she has decided to keep.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their 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...

Good Morning Janeen,
I am very sorry to hear you
have located pests in your product.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The sleeper sofa and the
sleeper mattress that you...

purchased was a new product that was wrapped from the
manufacturer. I can imagine that this ordeal has not been easy on you, but the
facts are that the source of bed bugs are from somewhere other than new
furnishings. This type of pest strongly prefers a human source to survive and
thrive from. They move around by hitch-hiking on people and their belongings,
our records reflect that this merchandise was delivered to: [redacted]. Based on all public education available via the internet
alone it is more likely to consider that the original address you were located
at or the new address you have listed on your Revdex.com posting is experiencing an
infestation in one or more of its units. Apartment buildings or multi family
dwellings are highly vulnerable because bed bugs can travel room to room in the pipes and
wire holes. The second you put your bag down, they can jump into it and you
would never know it until after you’ve gone home. If you have in fact moved the
merchandise from the original delivery address the infestation in the sofa
could even have occurred during the move.
While I understand what you have posted regarding the
exterminator’s findings the place and centrally located home the bed bugs have
chosen to congregate in does not in any manner corroborate stating that we (as
a furniture retailer) delivered you product with an infestation. As indicated
above - Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
Unfortunately, bed bugs have
become widespread throughout the United States over the past several years due
to both a combination of global travel and the absence of effective chemical
treatments to deal with them. Please be aware that the presence of bedbugs does
not reflect on the cleanliness or otherwise of their environment – they can
survive and thrive wherever people reside, and they are most active at night
when they feed.     
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.  
In reference to the concern of
poor behavior from our Customer Care Office, I was able to locate one agent’s
recording within your account on 12.29.2015. I will certainly be reviewing the
phone call with our Quality Assurance Group to determine if there is a coaching
concern present. If you are referring to a different date when poor service was
received please feel welcome to provide further details regarding the date/time/agent
that you spoke with so I can investigate this further. We do not take any
assertion of rude behavior lightly and try to remain as empathetic as possible
even when we are unable to offer recourse.
Kindest Regards,
Stephanie G.
Bobs Discount Furniture
Customer Care Corporate
Liaison

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 look forward to receiving the exchange on 08/06/2016 and a compensation following a satisfactory delivery. 
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are sincerely sorry for this concern.   We were able to have another technician to the home; we have reached out to the customer to discuss a possible resolution. Sincerely, Tracy Sa[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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 11.12.16 and at the time of purchase, the customer purchased the option...

of
Goof Proof Plus. 
This warranty has two aspects.  Through Bob’s this customer is covered for a
period of five years for manufacturing defects. 
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area. 
The other side of this warranty is through a third party
company, [redacted].  [redacted] covers the
merchandise for accidental damages. 
Accidental damage must be from a single accident and 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. 
In the customer’s complaint they stated the sales person
told them if the dog has “an accident” this is absolutely how the plan
works.  It will only cover a single
accident at a time.  Telling them the dog
had accidents in several places would not be a single accident. 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com,
We are so sorry for the delay.  Once the depot accepts responsibility and
sends it their corporate offices, it then goes to several areas for approval,
before finally going to their accounting office to have the check cut and
mailed.  The depot has assured me...

this customer’s
check has already been mailed.  If this
is not the case, please respond through the Revdex.com so we may act upon this
concern. 
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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
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 sincerely sorry that this customer is not completely satisfied with the mattress
purchased in 2015.  We sent our
technician to the home on January 13, 2017. 
The technician measured the dent in the mattress and it was not
determined to be defective.  Mattress
industry standards do require that the mattress have an indent that is greater
then 1.5” to be deemed defective.  This
is a standard that most mattress manufacturers and retailors use.  The mattress in the home was found to have an
indent of ½”.  This is not defective by
industry standards.    
 
We
are very sorry that the customer is not happy with the mattress.  It does have an extended warranty for manufacturing
defects.  We would not be able to offer
resolution for comfort due to how long the mattress has been in the home. 
 
 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
I am very
sorry that our customer feels so failed by us and understand their reasoning
for seeking compensation outside of their concern being made right.
Our records
indicate that we arrived to the home within the time frame we gave our customer
(our records show...

12:14pm) and regretfully we are unable to force a delivery
team to wait at a home for someone to be available after we have arrived as
scheduled. Our records further indicate that we did return to the home on
1.16.2016 and were told by the delivery team that there was still no one
available at the residence.
At this
time the customer’s merchandise ( fire place, occasional tables) shows
delivered as of 1.22.2016 and we have a service call scheduled out to repair a
concern of looseness in one of the tables on 1.30.2016.
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. At this time we are looking forward to completely resolving
this customer’s concern on 1.30.2016 and should the customer still be seeking a
further apology amount from us they will be able to speak with our Customer
Care Office prior to the technician leaving their residence on 1.30.2016. We
will review the account at that time and determine what apology -compensation
offer we are able to make.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry that the delivery was not able to be
completed on the original day.  The
estimated timeframe for delivery was between 2:45pm and 6:45pm.  The team was at the home at 2:45pm they
stayed in the neighborhood until 3:02pm. 
The team called...

several times. 
They took a photo of the home for verification, per policy.  The GPS built into their truck shows us they
stayed in the neighborhood during the period in question.   We are very sorry that they were not able to
reach your sister; this was not a failure on the part of the team.  We hope that you will reschedule the
delivery.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are very sorry this customer is not satisfied.  We had previously attached a copy of the
customer’s sales order showing the cost of the lamp in question.  It is highlighted.   It shows the cost of the lamp and that the
customer choose to not have it covered by GPP. 
The trundle drawer that was sent
back from delivery has been refunded to the original method of payment, the
customer’s [redacted] card. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- We are sincerely sorry for the failures the customer has experienced.  The customer is entitled to compensation for the failures that have occurred.  We do offer compensation for our failures only.  We believe in offering fair and consistent compensation across...

all demographics.  We are not able to offer compensation based on missed work or lost wages.  We do offer compensation as a Bob’s store credit only. Once all exchanges have been completed and the customer is satisfied with the merchandise in the home, they can reach out to the store or customer care directly to have the account reviewed for compensation.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience 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 the completion
of...

their delivery.   All delivery
failures are unacceptable; delivery failures that disappoint our children are
especially difficult.
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. While it is not normal procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our normal compensation guidelines and policies.
We do have a service tech scheduled to come out on 4/1/16.  At this time, because we have failed to have
the bed assemble I will honor either of the customer’s requests.  If you would like the pieces in the home
picked up for a refund, I will approve that. 
If you will allow the service tech to come out to the home on Friday to
complete the service, I will honor your request to refund the delivery fee back
to WF and offer an additional $75 gift card. 
Hopefully you could bring your daughter to the store to pick our
something for her room, from Bob’s to make it up to her for having to sleep
with her brother. 
Please advise which offer you would like to accept and I will
process the necessary paperwork.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison