Blue Ridge Travel

Good Afternoon Dennis,  
I’m sorry to learn of the frustration you are experiencing with
your product and assure you that should you be experiencing any factory defect
concern Bobs Discount Furniture truly wants to help you move forward under the
provisions of your ‘Goof Proof Plus’...

protection plan.
In regards to the calls and visits you have been receiving for
payment, these are in no way related to Bobs Discount Furniture. As a consumer
and an individual you made a choice and signed a payment agreement with a
company called ‘Acceptance Now’ at the time of purchase. The debt you owe to
this company is not the concern or responsibility of Bobs Discount Furniture
nor are we permitted into the recordings or actions of this third party
company. Should you continue to not honor the contractual agreement you signed
with this company you can expect that the dispute and action from ‘Acceptance
Now’ will surely continue.
I apologize if you have had continued trouble getting thru to our
Customer Care Offices as you have cited that you have attempted to reach out to
us multiple times. We have been continually receiving incoming customer calls
into our call center everyday with no reported systems issues. The last record
we have under your account is from a technician that visited your home on
12.19.2014 to address a concern you had with the left side facing sofa. This
technician did not report finding any defects within this item and indicated to
us that he could not complete a courtesy repair as the concern was not the
result of a defect and the repair time would have held him in your home for
three hours plus. Your warranty thru Bobs Discount Furniture is for
coverage on factory defect concerns only.
As an extreme one time courtesy we have uploaded the necessary
paperwork to your customer account to replace the left arm facing sofa for you
with a factory fresh model (for your records these order numbers are: [redacted] & [redacted]).Please note that we still do stand by the integrity of our
technician’s report and should a concern present itself in the future where our
factory trained professional deems no manufacturing defect present Bobs
Discount Furniture will be unable to provide you with an option for recourse.
As I am certain our incoming Customer Care phone lines are working
at full capacity please contact our Customer Care Offices to schedule a
delivery date that works best for you, based off of the product’s availability.
Customer Care is available to you via [redacted] (Mon – Sat:
6:30am -8:00pm or Sunday 10:30am -7:00pm).
Sincerely,
[redacted]
[redacted]orporate Liaison
Bobs Discount Furniture

Good Afternoon Revdex.com- We are very sorry that this has not already been addressed.  We have reviewed the tech photos and report and do find there to be some manufacturing concerns, there is also some in home damage present.  Due to the manufacturing concerns we will offer a onetime courtesy...

exchange.  The exchange has been created the customer can call into customer care at their earliest convenience to schedule the Norway three pack table group exchange.  Sincerely,Tracy S[redacted]Corporate LiaisonBob’s Discount Furniture 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 April
of 2014.  At the time the sale was
created the customer was offered the options of purchasing [redacted]...

Plus.  This would have extended the
manufacturing warranty from 1 year to 5 years. 
This customer did not accept this option.  The [redacted] set delivered in April of 2014
came with a one year warranty against manufacturing defects.  That year is past.  We are not able to offer parts for this set
as there are none available from the manufacturer.   The cushions on this set are not able to be
opened and filled, so service is not an option. 
We have no recourse available to this customer.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison

Good Afternoon Revdex.com- We are extremely sorry that the error in the delivery address was not caught when the sale was reviewed at time of purchase.  That error has obviously cost us this customer’s trust.  Every order defaults to the bill to address, unless updated.  This order was...

not updated, as the previous one had been.  When the store changed the address on Sunday, it changed the route for the delivery schedule on Tuesday.  The new route, that the delivery address put this customer in, was completely full.  We look at two things when trying to add a stop, does the truck physically have space for this merchandise and does the team have time to add another stop.  We have to adhere to the Department of Transportation regulations on how many hours a team can be on the road. We do not change addresses over the phone as a precautionary measure to prevent fraud.  We are able to cancel an order over the phone, at a customer’s request, as it goes back onto the original method of payment, so there is no danger of fraud.  We are very sorry that this customer’s request could not be accommodated.  We would not want any customer to feel that they are not valued, as that is certainly not the truth.  We are very sorry that the customer had such a poor experience; we hope that they will give us another chance in the future.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon [redacted],
It was never my intention to
place blame within any of my communications and I do apologize that you were
left with that perception.
We
truly regret that you are experiencing this concern but the fact remains that
our business did not deliver you a product infested with pests therefore we are
unable to offer you any recourse relating to this concern.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaisons

Good Afternoon Revdex.com- We are sincerely sorry that the customer has had so many service appointments.    We have shipped the new part.  The customer can call to schedule the installation when they receive it.  Once it has been installed, we would be able to offer a small...

token of apology for the concerns the customer has had with the part.  We do not offer a return authorization on non-damaged merchandise.  If we make an exception, and include non-damaged pieces, it is with a usage fee applied.  As this is offered as a courtesy only, there is no over-riding this policy.  If the part order does not resolve the concern and the customer is still looking to reselect on this merchandise that has been in the home more than two years, there would be a usage fee applied and a new delivery fee charged for non-damaged pieces included in the offer.  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 multiple deliveries and damaged product caused our
customer. We can certainly understand the customer’s frustration and
acknowledge the reasons why the customer felt a refund was the appropriate
resolution...

for the concerns we caused.
As of 1.16.2016 the customer entered into
several agreements with us which have brought resolution to their concerns.
Kindest Regards,
Stephanie ** G[redacted]
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, however, I want to make sure that the 5% being returned to me will be in the form of a credit back to my debit card or in the form of cash or check. I do not want it in the form of store credit. I agree to the 5% being returned in the form of money in addition to my delivery fee being waived. By the way I was not aware of the fact the waived delivery had already been approved because the last they told me, manager Ben said he would have to talk to corporate about it and was worried about risking his job.Please confirm that my summation of your terms is correct. 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 purchase that the customer is
referring to signifies that it belongs to...

the [redacted] – not Bobs
Discount Furniture.
I can confidently state that this type of agreement is commonly reviewed with
an [redacted] 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. The company reaching out to the
customer is not Bob’s.  The company the
customer has issue with is [redacted]
Bob’s Discount
Furniture is responsible for the warranty on the pieces that were delivered on
May 24, 2016.  We have not been made
aware of any issues with the merchandise. 
If the customer is
unable to maintain the payment agreement that they made with [redacted] they should reach out to that company for resolution. 
Kindest Regards,
Tracy N. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Ms. [redacted], I attempted to research your account using the name and address provided in the Revdex.com complaint but was unsuccessful; I also tried calling you but there was no answer. Please provide the identifying account information such as the order number, customer master or name...

and telephone number associated with the sofa you reference. Once this information is received, I will be happy to follow up with you and see what options for recourse we may have available.Thank you,[redacted]

Dear Ms. [redacted],Thank you choosing Bob's Discount Furniture for your home furnishing needs. The goof proof warranty provides coverage against most common types of in home accidental damage, when properly reported. Inside the cleaning kit is a detailed copy of the warranty that explains the...

inclusions, exclusions and how to file a claim. Your most recent claim was denied because you indicated that someone sat down with wet jeans and the dye from the jeans transferred to the sofa.Although dye transfer is not covered, I have processed the necessary paperwork allowing the replacement of the Laf sofa ([redacted]) however, you will no longer have goof proof coverage on this item.Bob's Discount Furniture appreciates your business and ask that you familiarize yourself with the goof proof plan. Please contact our customer care center at ###-###-#### to schedule the pick up the damaged sofa and delivery of the new sofa.Thank you,[redacted]

Good Afternoon Revdex.com- We are very sorry that the customer has been so frustrated.  There was an error made in the store.  To rectify that error, the customer was given a brand new chair at the outlet price.  On top of offering the customer a discount of 50% on a brand new chair, the customer was given free delivery on that chair.  We are sorry that the customer does not feel that this is sufficient.  We would not be able to offer additional compensation. Sincerely, [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. Guardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount...

of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
We provide a general flyer at the
time of sale that very clearly indicates there are some exclusion(s) to the
protection plan, that the plan is for accidental damage coverage,  and the document further encourages the
consumer to read their full plan papers for the list of exclusions. As the
manager of the plan, Guardian is responsible for sending the consumer the plan
documents. Should the customer decide that they would like to review the
complete plan documents as the flyer suggests and they don’t have these
documents, we assume (as any retailer would) that the customer would then try
and obtain said documents for review. Had we been made aware of the need for
these terms and conditions we most certainly would have provided them upon any
request. As it is not typically a document we provide we literally have no way
of knowing whether the consumer has received the complete plan or not and we
see no reason not to trust that Guardian is continually sending these documents
as many claims for coverage are routinely approved.
I have attached the terms and
conditions (Guardian provides) for your review. Please see the below exert from
the Terms and Conditions page as it is clearly indicated that an accident must
be reported to initiate coverage details within the protection plan:
CRYPTON
BRAND COVERAGE:
•
……. The Plan covers materials and labor costs to service your furniture item in
the event your furniture item becomes accidentally damaged during normal
residential use ……
 
We again apologize that the customer didn’t receive the service
expected from the Guardian company and are willing to look into this claim
further for the customer at this time.
At this time we ask that the customer provide photographic
evidence via this Revdex.com channel of the damage and the merchandise. This
merchandise has been in the customer’s possession for nearly five years and as
there is no remaining warranty coverage thru Bobs Discount Furniture remaining
we reserve the right to inspect the merchandise prior to disclosing what (if
any) type of courtesy offer we are able to make.
To move forward please advise the
customer that we require a minimum of four (3) pictures (in color) for each
item that is listed in the report to Guardian. I have listed the requirements
below to ensure our request is specifically notated:
-Minimum 3 Photos of the Bed (or
its pieces):
               
- 1 Picture that clearly shows the entire Bed or its pieces
(rails/footboard/headboard) if the bed is fully disassembled
-
1 Picture that clearly shows the damage marks at close range
                 -1 Picture that clearly shows the damage marks
at a distance
We will review these photos and
respond with what, if any, options for resolution we may have to offer this
customer.
Sincerely,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Complaint: [redacted]
I am rejecting this response because: Bob’s Discount Furniture did not address my refund complaint nor apologized for their mistake 
I was picking up my furniture and not having it delivered to my home, and my major complaint was that it took from Sept 11, 2017 to now to get my refund back to my credit card, which is over THREE WEEKS when I called numerous of times to Bob’s Discount Furniture in [redacted] DE and contacting the Revdex.com.
Sincerely,
[redacted]

Good Morning Revdex.com-
We can
understand this customer’s reluctance to part with this set it is a beautiful
set. 
We do absolutely trust our service technician’s reports.  The tech did report to us that the set
currently in the home was missing the center support leg, causing it to
slightly cave in the center.  He had
reported that we needed to order a new support leg to be installed.  This leg should have been installed at the
time of delivery.  For this reason we
have offered the reselection. 
 
We can send out
the center support leg to the customer, we have it in stock.  I don’t see in the account if this had been
offered to the customer by the technician or the agent that took the tech’s
report. 
 
We would not be
able to extend an offer of refund to the customer.  I can keep the credit open in the hopes that
they are able to find another set that they love.
 
Kindest
Regards,
Tracy S[redacted]
Corporate
Customer Care Liaison
Bob’s Discount
Furniture

Complaint: [redacted]
I am rejecting this response because the response is vague and it does not address my numerous attempts to resolve and the running around I received from both the corporate and store levels.I requested the check to be returned via registered or over night mailings. It appears they failed to comply with said requests. Although, I loved my initial purchase, I have no intent to ever shop there again. When I called to cancel this purchase I provided my current address. They failed to properly complete the transaction. This is a failure at Customer Service.I was requesting additional funds due to MY TIME, AGGRAVATION and FRUSTRATION with the situation and I needed to seek assistance with my blood pressure each and every time I spoke to anyone associated with Bob's.
Sincerely,
[redacted]

I still think I shouldn't have to pay the $350 delivery fee. 
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]

Good Afternoon Revdex.com- We are very sorry if there was any misunderstanding.  Guardian did not deny the claim.  The claim has been processed and the credit is available in our system.  The customer should reach out to their store for details.  Credit [redacted] Sincerely, [redacted]...

[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Morning Revdex.com-
We are sincerely sorry for the delay in delivery and inconvenience
that multiple attempts on delivery caused this customer.  We have already set the delivery fee up for a
refund back to original method of payment it is waiting until the customer
reaches out to the...

store with the original credit card information; this is
something we do not keep on file for security purposes.  Refunding the delivery fee is outside our
normal policy, it is not something we normally offer.  We would not be able to offer additional
compensation for this customer. 
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 and complete the
processing.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture

Good Afternoon Revdex.com-
We are very sorry for any misunderstanding that may have occurred.  We are showing that this reselection was
rescheduled and the reselection was able to be completed on 3.9.17.  We hope that the new pieces in the home will
bring this customer many years of...

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