Blue Ridge Travel

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. 
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. 
We sent out our technician to see if the issues were
manufacturing in nature.  If they were
then we would be covering the concerns.  Either
with parts or service or replacement. 
The bed support may be customer caused damage, from being moved around,
or it may be manufacturing.  As we can
not tell from the photos we are willing to replace the support under the
bed. 
The hole was reported by the customer in 2014.  They would not be able to submit another claim
on that damage.  [redacted] must have all
damage reported to them within thirty days of the damage occurring.
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are sincerely sorry for the extreme delay.  The gift card department was running behind
due to training a new staff, during the Holiday rush.  The credit has been applied to the
account.  Again we apologized for the
delay. ...


Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com,
Our Customer Care Offices have been researching this [redacted]
Claim with [redacted] on the customer’s behalf and as of today (10.21.2015) we contacted the
customer and left messages on ###-###-#### and phone number
###-###-####.
As the customer’s claim for damage is...

being handled by
the [redacted] company the customer will want to contact the [redacted] company to
complete the processing of this claim.
As of today (10.21.2015) [redacted] is seeking that the
customer call them back by 10.27.2015 to accept one of the options they have in
place for resolution. They currently have two different options available to
disclose to the customer.
We do apologize for any frustration this claim’s process has
caused our customer to experience however at this time the protection plan sold
has not failed our customer.
Please advise the customer to make direct contact with [redacted] by
10.27.2015 so their claim can be completed and resolution processed.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their experience with us.
While any delivery failure is difficult, those
involving disappointing children we find especially upsetting.  We are very sorry that this has...

been such a
difficult and frustrating experience.  We
are not able to grant the customer’s request however.  We would like to offer the customer a refund
of the delivery fee which can be done either as a refund to the original Visa
card used on the purchase or as a corporate check.  In addition we would like to offer a store
credit, placed in the customer account for a future purchase, of $100.  While we understand that this is not the
amount the customer is requesting, it is far above what our policy allows for
compensation.  It is meant as an apology
for the lack of service the customer has received. 
 
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

Good Afternoon Revdex.com-
We are very sorry that the customer is having an issue with
this bed.  The first technician that was
at the home September 21, 2016 did determine that the bed was up to standards
with no manufacturing defects, he also stated that the issue the customer...

was
reporting was because the bed is on a non-carpeted surface.  The technician advised the customer install
rubber feet, a carpet runner or carpet pad. 
Some of our customers have reported this concern when there is nothing
for the support legs to grab onto.   The
support legs only are activated when someone uses the bed.  They then touch the floor and need a surface
that they can grip.  We suggest the
customer try this option as we can not offer to replace a bed that has no
damage or defect. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are very sorry that the customer is unhappy with the
purchase. 
If the team did refuse to assemble any part of the delivery
the customer should have reported that immediately.  The lamp with the cost of $99 was not
selected by the customer to be covered for accidental damages.  The lamp being tipped over by a child riding
a hover board is not a manufacturing defect. 
The lamp is not covered for this type of damage. 
The chair has been replaced. 
We will not be offering any further recourse.  We do not offer refunds on delivered
merchandise.  This was reviewed and
signed by the customer at the time of purchase. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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

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

Good Afternoon Revdex.com,
Our records indicate that this
customer last completed a pick up of the replacement chair on 12.11.2015. At
this time (12.12.2015) I believe that the customer is still communicating that
the chair they took from us on 12.11.2015 was “the wrong chair”.
Can you...

please ask the customer
to describe specifically how/why the chair they picked up on 12.11.2015 is
incorrect? Is there a variation in the color of the replacement chair verse the
other chairs? Was the replacement chair the customer picked up on 12.11.2015
not an arm chair?
Please let our customer know that
we are very sorry for any inconvenience we have caused while trying to replace
the damaged chair and the answers to the above questions will help us ensure
that we do not fail our customer again.

Complaint: [redacted]
I am rejecting this response because: As I stated before the cleaning companies will not guarantee that the process they would attempt would not change the color of the carpet. If the further damaged the carpet with chemicals fading the color then they would be responsible. Your manufacturer of the product still has not called me for anything. I know that when I purchased my car and their was a problem with it and I brought to the dealership they fixed it and were reimbursed through the manufacturer. It's a really a common practice to stand behind what you sell. But customer service is not something that Bobs Discount furniture takes any pride in as I sit with my damaged carpet. Wondering how this absolutely embarrassing experience will last. All I'm asking is for you to do what's right. You did not inspect the product before you delivered it. That is on you and you alone.As I stated  before this is unbelievable. Your company has the gall to email me every single day to sell me more chances to purchase their products that they are not responsible for. But they can't call or email me to settle the damage they did to my home . Month four and no ifea on their side on what to do. Great company. I wonder if Bob knows what a bang up job you guys are doing.
Sincerely,
William S[redacted]

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
Afternoon Revdex.com
We've reviewed current
research and have consulted with professional, and knowledgeable, entomologists
who have cleared up a lot of misconceptions about these insects.
 
People often correlate bed
bugs with furniture yet we are aware of no research that would even suggest
that bed bugs originate from new furniture.  According to the Centers for
Disease Control ("CDC"): "Bed bugs are usually transported from
place to place as people travel." As a result, bed bugs are
commonly found in areas such as college dormitories, nursing homes, movie
theatres, hotels, multi-dwelling housing and they can even go undetected in a
home for months hiding in/under carpets, curtains and wallpaper. The CDC’s
government website will provide you with additional information regarding bed
bugs.
http://www.cdc.gov/nceh/ehs/topics/bedbugs.htm
 
While we can appreciate [redacted] concerns, please rest assured that Bob’s
Discount Furniture takes great pride in our reputation and record for
delivering quality products to our satisfied and loyal customers.  Any
claim that the source of bed bugs was a wrapped new furniture product,
delivered more than a year ago, is plainly without merit.”

Dear Revdex.com,
We are very sorry for the damage that was done.  There has not been the breakdown in
communication that the customer has reported. 
I reached out to the liaison working with the insurance company on this
claim.  They were able to provide me
emails and dates...

of calls placed back and forth between the insurance carrier
and the manufacturer.  We understand that
this customer has been living with a stained carpet and we are sorry for that
inconvenience.  The delay seems to have
been caused by the customer’s request to have the entire carpet replaced, not
cleaned.  The normal progression of
stained carpet would be to have it cleaned and if that failed, to replace.  The customer is not party to the behind the
scenes work being done, so I can understand why they feel the claim is being
neglected.  I can assure this customer it
is not being neglected.  It is a large
claim so the insurance carrier is doing their due diligence. 
 
Kindest Regards,
                                        ...⇄ /> Tracy Sanborn
Bobs Discount Furniture
Customer Care Corporate Liaison

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

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 very sorry, this is not brand new merchandise.  If it was purchased brand new and delivered. We would be able to offer a different resolution.  This was bought at a deep discount from the Outlet. It was missing the part and the customer was aware the parts would have to be ordered.  We are very sorry that the part requisition is taking longer than we would wish for. Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com,
Please refer to our initial response
as the gift card offer we have made is the most fair and adequate offer we are
able to make within this scenario.
 
We do not mislead our customers.

Good Afternoon Revdex.com,
Based on the consumer’s rejection response I am forced to assume
that they may have missed our previous communication so I am reposting in the
hopes that we can continue to help our customer’s move forward. The bold
underlined text outlines what we are looking for from the customer to aide in
moving forward with resolution on the chairs. As a business we are responsible
to offer options as disclosed in our warranty coverage terms and conditions and
we are certainly trying to do just that.
                As the
customer has communicated, the customer caused damage to the table top is a ‘Goof
Proof’ concern and would need to be reported to the [redacted] company -as indicated
on the sales invoice we provided at the time of sale- accidental damages are
handled by the [redacted] company, not Bobs Discount Furniture.
Original
response for dining room furniture:
In reference to the dining room furniture – The
customer was granted a reselection on a previous set from 2014 as an extreme
courtesy. At that time one of the customer’s chairs had a rung that came
off of the chair. We asked the customer to pay $10.00 (+tax), because they were
beyond the warranty period associated with this chair, for a new part and the
customer refused. Instead we agreed to take back the entire set of dining
room furniture and deliver what the customer currently has. The current
table in the home has extreme signs of in home damage to it (please see the
attached pictures).  As a business we are unable to make any more courtesy
offers to the customer in relation to the dining room merchandise. We are happy
to offer service, parts, or replacement on the chairs under the terms and
conditions associated with the customer’s Goof Proof Plus Protection Plan. Our
technician reported to us that he attempted to offer service on these chairs on
9.16.2015 and was told by the customer not to repair. The concern the chairs
are having is serviceable and we
guarantee the product thru the five year protection plan period.
 If the customer still wants to refuse service and would like to look into
the option of using up their one time replacement (this means fulfilling the
protection plan purchased) they may submit photos of all the chairs to the Revdex.com
so that we can review the overall condition of the merchandise. We will respond
with what option for replacement is available after this review. It is
acceptable for any retailer to expect that the merchandise will be kept in
overall good condition prior to the initiation of a warranty claim.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good afternoon, I have since been in contact with [redacted] regarding this incidence and sent over the necessary paperwork that they requested.  Also I have been in contact with customer care at bobs over the incidence with the representative Tracy S[redacted] and the unsatisfactory customer service she provided to me and how rudely she handled the situation.  My hope is that in the future situations like this can be handled better also I will be reaching out to BOB's over their delivery practices,  because when I made my purchases at BOB's no one made me aware that at outside company would be delivering it and it wasn't one the paperwork that I signed. So I will be following up with that information so other customers do not have to go through this difficult situation.
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]

Its clearly understandable that I made a mistake by signing the form and wasn't aware of the fact that I could still cancel my order and/or pickup once already paid because of your no return and exchange policy.You had the 4 pieces on the sale. How could you have 3 pieces, when I bought one sofa and one love seat? There was no recliner seat for its set available at that store so I was sure about the price I was asking for. Please don't say that its deeply discounted off the original price. We all know, Its that way because either it was returned due to the manufacturing defect, poor customer service which is the fact and I can see that very clearly or something else so these were not a brand new pieces so you have to lower the price to get rid off and I also made a huge payment its not $40 or $50 sale price. It is little torn from the side too while your loader was loading into the truck. I could see how they were dragging these pieces even though they were using dolly. They also used these furniture piece, to open up the internal door in the loading dock.  I realized the damage after getting this piece at home. I am very surprised with the fact that the corporate office could see what I have signed and explaining me the policy and I do accept that as well but ignoring the concrete details about the worst customer service, ignorance and that rude behavior I have faced at your store not only by the sales associate but your store manager Carlos.I do understand your policy and willing to keep the furniture as I have no choice but I strongly don't accept the poor customer service that I have received by the store manager. He simply made me feel very uncomfortable, embarrassed in front of his staff. Other side I was very calm listening to what he talked about.I was hoping to get some good resolution from the corporate office but now I am highly dissatisfied and would never ever purchase anything from Bob Discount store again.     
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry that we were not able to complete the
delivery and assembly of the bed.  We do
show the team was at the residence.  All
of our trucks have a GPS tracking unit. 
We show the truck was at the customer’s home from 227 to 233 pm.  The...

team did submit photos of the front door
with the truck backed up close.  We have
attached the photo. 
We see that the delivery has been rescheduled for headboard
and the customer will be compensated once the delivery is completed. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture