Blue Ridge Travel

Good Morning Revdex.com-
I am sorry for the treatment this customer has received in trying
to get the sleeper damage rectified. 
There are some serious training opportunities in this account, and those
will be addressed internally.  I believe
that we should absolutely exchange this...

sleeper for the customer.   I reviewed the tech report and the photos he
submitted.  I can see how he might have believed
this to be caused by an accident in the home, but the agent should have
explained to the customer how to submit a claim to [redacted].   [redacted] insurance covers only accidental
damage.  An accident is defined by them
as having a “who, what, when” all claims must be submitted within 30 days of
damage.   Please see attached the
customer’s warranty card.  Because the
customer did not know when this occurred or how, it was denied.
Due to the miscommunication this customer has experienced we will
replace the sleeper sofa.  This is a
courtesy as this is piece does not have any manufacturing defects.  We would not be able to extend an offer of
refund.  We do not offer refunds on
pieces delivered into the home.  Please see
page 2 of this customer’s sales order. 
The
exchange is already set up in the system, the customer can call into customer
care to schedule ###-###-#### Mon-Sat 7am to 8pm. 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture

Complaint: [redacted]
I am rejecting this response because: i reached out to Bobs Discount Furniture and have only been offered a small amount of compensation which I believe is not satisfactory 
Sincerely,
[redacted]

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 September
2011.  At the time the sale was created
the customer purchase Goof Proof....

  This
merchandise was covered by manufacturing warranty for one year from delivery by
Bob’s and the Goof Proof covered the piece for five years for accidental
damages. 
We sent our technician to the home for a
Best Effort service.  This was offered as
a courtesy.  The manufacturing warranty
expired in September 2012.  The customer reported
to us on 1.21.17 that the recliners were not reclining and the cushions were
all sagging.  When the tech went to the
home he found several issues with the pieces. 
Best Effort service does not include parts.  The tech found that the mechanisms need to be
replaced and pull chords on the recliners need to be replaced.  These would need to be purchased by the
customer as there is no remaining warranty. 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison

Complaint: [redacted]
I am rejecting this response because:It had nothing to do with the set being hoisted because the last set they tried delivering to me was brought damaged. I went down to the truck to look at the set before they brought it up into my house & there was seem separation, tears in the bottom & the structure wasn't even sturdy. The set that's in my house that they hoisted into the house is not symmetrical & that has nothing to do with it being hoisted. Not to mention if your workers were not allowed to hoist it up over a balcony theñ they should have said something prior to doing it & they NEVER did so I am looking for a $200 credit & free delivery of the couch I decide to go with. I am not the only person that has issues with this set there have been multiple complaints & all of your employees that have come to my house have told me this information.  
Sincerely,
[redacted]

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their experience with us. I can certainly understand the customer’s
frustration with us.  I have reached out
to our Accounting department.  At this
time, the paperwork...

has finally been correctly processed and the check will be
cut and mailed 9.21.16.  We are sincerely
sorry for the errors that have caused this delay.  As a token of our apology I am issuing a Bob’s
Ecard to this customer.  This customer
will receive a $25 Ecard to the email on this address is 3 to 5 business days.
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning [redacted],
I’m so sorry to learn of your disappointment in the
resolution offered under your Guardian Protection Plan. The fact that we are
partnered with Guardian to offer this type of protection is disclosed at the
time of sale via multiple documents that you take home with you...

after purchase.
Guardian is a nationwide company who like Bobs, is also a Revdex.com accredited business
and we are happy to have them manage this valuable protection plan.
Our records indicate that you took the ‘Goof Proof’ Cleaning
Kit with you from our store location back in 2012. This kit includes a bottle
of upholstery cleaner that is approved by Guardian for use on the product. Did
you use up this cleaner already?, if so I’d be happy to ship you out another
cleaning kit so that you have something to use for short-term repair while your
claim is being directly addressed by Guardian.
Please let me know via this Revdex.com channel if you’d like an
additional cleaning kit sent out to you as our courtesy. If so, please assume I
will ship to the address you have provided to the Revdex.com unless otherwise notified
by you.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com,
I am sorry if this
customer received mis-information.  I
would be happy to address that further if the customer can provide the agents
name that they spoke with.  This vendor
does have a very good warranty.  We need
a tech to come to the home and see if the damage is from a manufacturing defect
which would be covered, or if it was caused by another factor which would not
be covered.  This customer will not be
charged for this visit.  I set up the
service from my initial post, the customer just needs to call in and schedule a
date for the technician to come to the home.
Kindest Regards,
Tracy N. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com-
The reselection has been created for
this customer.  It is active now and will
be active for 60 days.  When the customer
goes into the store to reselect the customer needs to give sales their phone
number and account info, the store will use this credit to pay for the new set,
and schedule the pick up of the set in the home for the same day the delivery
is scheduled for, so the customer will not be without a table and chairs at any
time.   There will be no new delivery fee
charged.   Please see attached copy of
the reselection credit. 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because:Thank God they were not Bedbugs but another type of bug that infests in the wood for long periods. I do not agree with your statement that it was  delivered  brand new from the manufacturer. When the mattress was delivered. it was removed out of your truck and placed outside on the street leaned up against a car, while the delivery person came inside and set up the bed frame. It was NOT sealed in a plastic bag as was the mattress when it was brought into my home. Enclosed please see the attached report from the exterminator which cost me $351.41. My whole bedroom had to be fogged with chemicals as they have been living inside of my foundation for quite some time now and just beginning to hatch and multiply.  These were Carpet beetles that were infested inside of the wood of the foundation. I still have to have the Carpet steamed and wait additional 30 days to have a followup call.  This Mattress and foundation were HAULED AWAY for Health reasons and I DO NOT have any mattress in my home to sleep on.  I am sure you understand that this was a very huge inconvenience.  I have no funding available as I am a single mom to go purchase ANOTHER mattress any time soon. I am sure that if it was you dealing with this issue you would not  make payments on a mattress  that you  DO NOT OWN any longer and you would expect to be fairly compensated in a decent manner.  
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are very sorry for the concerns expressed in this complaint.  We do see that the delivery took several attempts to complete.  The customer was offered and accepted compensation for this inconvenience.   The part order was placed.  This vendor...

typically requires about 72 days fulfilling part order requests.  This order was placed 3.11.17.  The part should be in this week.  As far as any additional compensation, we would not be able to offer any additional compensation until the customer is satisfied with the merchandise in the home.  Once all pieces are functioning properly, no open part orders or service requests, the customer can call into customer care and request an account review for compensation.  As the customer is already aware, we normally offer this compensation in the form of a Bob’s store credit.  In this customer’s case, I will notate the account, that once everything is completed, we can offer the compensation as a refund to the [redacted] account.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Morning [redacted],
I am sorry to learn of your disappointment in the Goof Proof Plan
you purchased. Based on the information you posted in your complaint I am not
able to see how the plan has failed you.
In
example:
You listed
that the problem occurred 5/1/2013 and your account...

shows that the plan (thru
Guardian –Claim # [redacted]) replaced your loveseat on 07/16/2013. This claim was
related to a puncture from keys and/or a barrette on the loveseat.
                Per the terms
and conditions of the plan, the protection was used up on that loveseat with
the replacement and your account does not show that you repurchased the plan
again on your new loveseat delivered on 7.16.2013. I have attached the Guardian
Terms and Conditions page for your plan and encourage you to read the “Liability
Section” that discloses the one time replacement is the full liability of this
plan.
I located an additional claim you made thru Guardian for the
replacement loveseat in 2014. On this claim you indicated that an air conditioner
was placed on the arm of your loveseat and when lifted the air conditioner tore
a piece of the loveseat away. This claim was denied not only because you have
no active protection on the loveseat (due to the replacement) but also because
the pictures you sent to Guardian do not line up with the damage you allege to
have occurred by their standards. At this time I truly apologize that we are
unable to overturn a denial when there is #1 - no protection active and #2- the
cause of damaged disclosed doesn’t align with the evidence provided. I have
also included an attachment with these photos for Revdex.com’s review.
At this time, given all the facts listed above, the best courtesy
offer for resolution we can make is to provide you with a Bobs Discount
Furniture Gift Card for 30% based off your original cost of this loveseat. This
gift card would = $119.70 and could help you toward the purchase of a new
living room piece.
Please advise us via Revdex.com if you would like to accept this offer
and if so we will have the gift card mailed out to:
[redacted]
[redacted]
Within 7-10 business days following our receipt of
your response via Revdex.com.
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry. 
The close of the building restriction window was noted in the account as
5 pm, there was no noted start to a building restriction window.  We do see at this time we are scheduled for
the exchange on 12.1.16 with an estimated window of 1230-430pm.  We also have noted in the account notes our
approval for the compensation to be offered back to the original method of
payment if this customer prefers that over a Bob’s Gift Card.  The amounts we have approved are noted in the
account and with the expectation that the exchange will be completed without
issue on 12.1.16.  As we are only able to
offer the compensation after the delivery is completed, we ask the customer to
reach out to customer care once the exchange is completed to the customer’s
satisfaction. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com,
Please pass on our apologies to our customer for the
frustration this concern is causing. We have begun addressing the allegation
that our technician made agreements to have this merchandise replaced however
this is not a common practice of our technicians to do and...

based on the
documentation our technician provided for this concern it is nearly
unimaginable that such and an occurrence would have taken place. We further
apologize for the lack of follow up this concern received; even when a situation
results in no recourse it is important that our customer has the opportunity to
express their frustrations to us.
Please see the attached document (it contains 8 pages) of
photographs from the service visit on 9.25.2015. Our Account Management
Specialist reviewed this report and these photos with our customer on 10.7.2015
and conveyed the regrettable result that this type of animal damage (most
viewable in the photos that reflect the wiring) is not covered under the
protection plan or the manufacturing warranty of the set. The fact that the
recliner is not working cannot be contributed to a defect in workmanship and we
stand behind the integrity of our technician’s report and the evidence presented
in the attached photographs.
Bob's Discount Furniture prides itself on standing behind
the merchandise we sell, in the event of a defect -however, to remain fair to
all of our customers there are some scenarios where recourse is not an option.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry, if it is not a manufacturing defect and there is not specific accident that caused the damage to report, than it does not fall under the Goof Proof umbrella and would not be covered by that plan. Sincerely, [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.  We are very sorry to hear that Maggie has not
lived up to the customer’s expectations. 
I see that this customer has already...

spoken with my
colleague and it appears the customer has reached an agreement with
[redacted]  The customer accepted a partial
refund on the sofa.   
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in mediation assistance are not wasted.
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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 is
plainly without merit.
We had the pieces inspected when they returned on the truck, there
was no evidence of bed bugs yet we had the pieces destroyed as a
precaution.  We do take every possible
precaution to ensure our customer’s are protected. 
In an effort to try to make this right for the customer we are willing
to refund the delivery fee from this purchase. 
We can either refund the $129.99 to the visa card used or as a corporate
check.  We would not be able to extend an
offer for a discount on the purchase. 
I am so sorry
that you have to deal with this concern and I apologize again that Bobs
Discount Furniture is unable to take responsibility for an occurrence that was
not caused by the furnishings you purchased from us.  
Kindest Regards,
Tracy S.
Corporate
Customer Care Liaison
Bob’s Discount
Furniture

Good Afternoon Revdex.com-
Due to the intricate nature of this complaint, we have
reached out to the customer directly to discuss our offer of resolution.  We are waiting for the customer to reach back
out to discuss our options and will reply back to the Revdex.com mediation service
once...

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

Good Afternoon Revdex.com,
While we apologize to our customer for any disappointment they have experienced
while using their protection plan this dispute is in relation to a claim for
service through an entirely different business ([redacted]).
In an effort to ensure our...

customer’s claim was handled fairly I was able to
obtain the denial reasoning and photos of the damage in reference to this
claim.
Please see the attachment showing the pictures of the damaged item and the
report for denial that was provided in a letter by the [redacted] company.
The claim was deemed ineligible for coverage and [redacted] provided the customer
with their reasoning in the copy of the letter I have also attached for your
review.
[redacted] has the right to deny claims for coverage
under their own guidelines and has presented enough evidence to us to support
the claim being denied. While we truly wish we could, we are unable to force
another business into overturning a claim.
Bobs Discount Furniture’s responsibility under the Goof Proof Plus Plan
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is clearly not related to a defect. I apologize again that we have no further
recourse to offer this concern directly at this time.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because:The company violated the contract and I want my money refunded. Based on the contract; (I attached the contract I was sent)This is covered for fabric. 1. FABRIC:a) Fabric Basic – Accidental stains caused by any food or beveragenormally consumed by humans; mold and mildew stains caused by foodor beverage spills; stains caused by human or pet bodily fluids.These would be the only exclusions in the contract that could be considered;General soiling, which is defined as a gradual buildup of dirt, dust, body oils,perspiration, or any other accumulated stains, that cannot be attributed to asingle occurrence.Human and pet bodily fluid stains bodily fluid stains caused by incontinentindividuals or pets. Repeated pet bodily fluid stains, which are considered preventableoccurrences.Neither of these exclusions apply to my situation, so why was my claim denied. It was a one time incident that covered much of the couch. It is not general soiling and has not occurred over time. I have already spent cash to rent a cleaning machine and buy supplies. I could not leave my couch soiled. I request a full refund of my money. A Bob's gift card would be a waste, because there is nothing in the store I can buy with that amount of money. Everything is priced over $100. This is a scam trying to get me to spend more money at there store.
Sincerely,
[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.
Our records show that the furniture purchased was delivered in October 2015 and
we haven’t been made aware of any damages to the furniture or defect concerns
since delivery.
We are unable to approve a return of this merchandise or arrange for a refund
of monies that the customer has been paying to the Acceptance Now Company
directly.
Kindest Regards,
Tracy N. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison