Blue Ridge Travel

Good Morning Ms. [redacted], Thank you for choosing Bob's Discount Furniture for your home furnishing needs. Goof proof provides excellent peace of mind for most common types of in home accidental damage, when properly reported. I apologize if you have yet to benefit from the plan. Your...

most recent claim was denied because you reported that your child jumped on the sofa and broke the leg or frame; this is not considered an accident but rather preventable damage or abuse. Your claim was denied on April 1, 2015 however; We (Bobs) ordered a new sofa leg from the manufacturer, free of charge on April 17, 2015 and you should expect to receive it within 6-8 weeks. We called you on May 11, 2015 and left a voicemail message updating you on the status of your part order.  If you should need assistance with the installation of the leg, please contact our customer care center to setup a part installation appointment. Bob's Discount Furniture truly appreciates your business. Thanks [redacted]

Good Afternoon Revdex.com-
We are sincerely sorry that we were not able to deliver the
purchased merchandise in showroom quality the first attempt.  We are currently scheduled to make the
exchange of the damaged pieces on 12.1.16. 
We expect that will solve the merchandise issue. ...

We do welcome the customer to reach out and
request and account review for compensation once the exchange is
completed.  We do offer this token of
apology as a Bob’s gift card in order to provide a tangible object as compensation.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We have been in contact with depot management and they have
informed us this claim has been closed and the customer is being paid.  We are very sorry for the unfortunate delay.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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.
Including the wave of delivery charges
Sincerely,
[redacted]

Good Afternoon 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. The
sales receipt and Bob’s trifold (also provided at time of sale) indicate that
the accidental protection plan is offered thru Guardian.
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents 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.
Guardian Protection Products is far from “sketchy” and
like Bobs Discount Furniture, their company maintains a high rating and accreditation
thru the Revdex.com. 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 and dispute the claim with Guardian on their behalf should we feel
necessary. Like any other insurance plan there are terms and conditions set in
place to keep all resolutions fair for all customers alike.
To move forward please advise the customer
that we require a minimum of three (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 damaged item(s):
               
- 1 Picture that clearly shows the entire facing surface(s)
- 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

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 2014 and at that time the customer purchased the option of [redacted]...

[redacted]. 
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. 
We sent our technician to the home June 7th.  The technician found this is not damage from
a manufacturing defect.  It does appear
from photos that this damage was caused by a pet or a person tearing it.  This would be considered preventable, not
accidental.   Preventable damages are not
covered under either aspect of the protection plan.  There are no parts available to replace the
fabric, and a service technician can not repair a hole.  The material is gone; it is not a seam separation.  I have attached a copy of the photos, which reflect
this is not a manufacturing defect.  I
have also attached a copy of the Goof Proof insurance and the customer’s
warranty card from [redacted]
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning-
We are very sorry for the numerous failures that this customer has
had to endure.  We have reached out to
them directly to discuss our offer for compensation.  The customer has accepted the offer and will
reach out to Revdex.com to advise if there are any other questions...

or concerns. 
Please call the store with Credit Card in hand to
complete the compensation process. 
 
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]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 the concern listed on this
complaint.  We absolutely believe it is
unacceptable that this has been going on for over two months.  We feel at this point we may have to take
over the claim.  Can the customer please
forward to the Revdex.com...

a photo of the damaged door and a copy of the estimate?  Once we have received those we will reach out
to the customer directly with a resolution.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com, We are very sorry for the concern represented in this complaint.  We have reviewed all information available on this account tech reports, photos, and notes.  We agree that this piece appears to be defective and would like to offer a Bob’s store credit to reselect to...

different pieces. We are willing to offer this customer a one time option for reselection (store credit to pick a different set). Please see below for the option outline, should the customer wish to accept this offer they can respond to us via this Revdex.com channel as ‘Satisfied’. We will have a retail representative reach out to the customer to make them aware of their active credit after the Revdex.com claim has been fully closed. Option for resolution: We will offer the customer a credit of 100% of merchandise cost.    This store credit will allow the customer to reselect to a different set whose material makeup may fit their needs and longevity expectations better. The credit is active now and will be active until 8/3/17.  Once the customer has visited a showroom to make their reselection (within the next two months) we will remove the current merchandise they have in their possession on the same date we deliver the new selection.   There will be no new delivery fee charged.   If the customer chooses a set that is more expensive, they would be responsible for the difference in cost.  The [redacted] plan has been included in the credit so it can be applied to the new order. I look forward to hearing back from the customer and apologize again that they have spent any of their valuable time on solving their furniture concerns. Kindest Regards, Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

Good Afternoon Revdex.com- We are very sorry for the concerns addressed in this complaint.  The records indicate that the customer has filed a dispute with their credit card company and the credit has been processed.  We are very sorry that the customer had to go to this extent to receive...

satisfaction.  Most of the parts were already shipped, we are still waiting on one set of hardware, which should be in next week.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Morning Revdex.com,
Our records from this sofa
purchase show no indication
of any claim made directly to us for a concern of tearing. In fact we show no
conversations at all with this customer since their delivery day of 09/15/2015.
The paperwork we provide at the
time of sale...

indicates that our business (Bobs Discount Furniture) covers occurrences
of manufacturing defects – I.E – a tear that occurs on the seam work of the
merchandise. The paperwork provided goes on to explain that the [redacted] company
provides coverage against covered accidental occurrences of tearing within
their very own terms and conditions.
The protection plans we sell are
far from a scam however I don’t believe the customer is referencing the
appropriate business within their complaint. Should the customer wish to
elaborate on their concern further we welcome it however at this time I believe
their dispute is with a claim they made thru [redacted] and not Bobs Discount
Furniture.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are sincerely sorry for the frustration the customer is feeling.  The store is responsible for all pre-delivery concerns.  Any concerns that arise after the customer has taken possession of the merchandise are supposed to be addressed by customer care.  We do...

see that the customer has been mostly speaking with the store for concerns.  We are very sorry, the store is not trained thoroughly on these issues, the customer should direct all questions and concerns to customer care ###-###-####.  We do see that the customer was set up for a service and is scheduled for 11.7.17.  We hope that this service will rectify any concerns the customer is having.  Sincerely,Tracy S[redacted]Corporate LiaisonBob’s Discount Furniture Tell us why here...

Good Morning Revdex.com,
Our records indicate that the Sofa, Loveseat, Cocktail
table, and the TV chest were delivered on 04/17/2014. We initially reviewed
photos of this merchandise in late October of 2015 and communicated to the customer
that the concerns pictured were not coverable...

occurrences for replacement under
the conditions of her Bobs Goof Proof Plus Plan, I.E – we determined that there
were no factory defects present.
The customer has since commanded that we review her account
again and we have already set up a resolution for this dispute.
At this time the customer’s account shows that they are
awaiting a service professional (scheduled for: 12.10.2015) to assess the
reported damages and repair if possible under the terms of the ‘Service Policy’
we list on our sales receipt (and the customer commonly signs as agreed to at
the time of purchase).
Our responsibility as a business under the associated
coverage on this merchandise is related strictly to factory defects. Again our
policy can be located on the original sales invoice or you may view the same
information in the form of question/answer thru the below link to our website.
[redacted]
We maintain confidence that the service professional
arranged for 12.10.2015 will be able to provide satisfaction with repair and/or
an alternate results for any factory
defects present. If there are no factory defects present we will be
unable to offer the customer further recourse as the terms we communicate
(whether written or verbally) at the time of sale and via our website are in
place to keep resolutions fair for all customers alike.
Kind Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry for the multiple concerns the customer has expressed here.   We understand that we have failed the customer.  In delivering damaged merchandise to replace damaged merchandise, we have wasted the customer’s time.  We are willing to offer...

some compensation as a token of apology for this failure.  Goof Proof can be added any time within the first thirty days post-delivery.  I have added to the customer’s account a store credit in the amount necessary to cover this Goof Proof plan.  If the customer accepts this offer they must reach out to the store, within the next two weeks, to process the Goof Proof and apply the credit as payment.  In accepting this offer, this will be considered final compensation for the inconvenience the customer has had.  If the customer does not accept this offer as final compensation in the form of the Goof Proof plan, they can reply to the Revdex.com that they do not accept. We would not be able to refund the difference the customer paid for the newer more expensive set.  That was the customer’s choice to upgrade to this set.  We would not be able to offer any compensation or refund based on the preference.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Revdex.com:Thank you for your quick response,
I have reviewed the response made by the business in reference to complaint ID [redacted], Unfortunately I will not say I am satisfied until I receive a delivery on Saturday. I've been schedule multiple times with no resolution. If its OK I would like to keep this open until delivery . Thank you in advance for all your help.
Sincerely,
[redacted]

Good Afternoon Revdex.com,
While we are sorry this customer feels they have been inconvenienced and they
are unhappy 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 [redacted] – not Bobs Discount
Furniture.
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 are unable to approve a return of this merchandise or arrange for a refund
of monies that the customer has been paying to the [redacted] directly.  We would not be able to offer to give the customer free
merchandise.
We are aware that while the customer was in the store, the store management in
an extreme effort to make it right for this customer, offered to waive the
delivery fee that was charged as part of the [redacted] contract.  The delivery
fee savings of $199.99 plus the gift card of $50 far exceeds what our policy
allows in regards to compensation.  We
will not be offering any additional compensation.
Kindest Regards,
Tracy N. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison.

Good Morning Revdex.com-
We are sincerely sorry for the breakdown in communication on this customer’s
account.  In an effort to ensure this is
processed correctly I have created all of the paperwork necessary, the customer
would need to call the store with the credit card to have the refund processed,
as we do not keep customer credit card information on file.  I have also submitted for an ECard to be
processed as an additional token of apology. 
This will be emailed directly to the customer at the email address on this
complaint.  The customer should receive this
within 5 days.
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 [redacted].  Once the credit
card number is entered into the transaction the refund should process back to
you within 5-7 business days.
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 schedule the pick up
complete the processing.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture

Good Afternoon Revdex.com- The part has shipped out today via FedEx.  The tracking number for this package is [redacted] Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because:The amount of stress and frustration I went through that day being 9 months pregnant was worth much more than $75. I should not have felt that I needed to drag a twin mattress outside by myself in my condition but the situation spiraled so far out of control that I was forced to do that considering the drive team was coming back to my house.The fact that both my husband and I were hung up on by your customer service people because they did not like "our tone" is completely absurd. We kept calling to try to rectify this situation as it was going on and that's how we were treated. Your calls are recorded so maybe you should go back and review them. Over the years I have had many issues with BOBS as you will see in the notes of my account but this situation was just unacceptable. Aside from the error being made by the store initially of including the mattress on my exchange without telling me, the treatment we received that day as paying customers is not ok. $75 is a slap in the face and I will continue to take my complaint to higher means if necessary including filing a public complaint with media outlets and the attorney state general. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Dear Revdex.com, This response is unacceptable and very disappointing. I did make a phone call to Bob's ([redacted] where I purchased the furniture) as I mentioned earlier and was guided by their customer rep to call [redacted].This is an error on the part of the customer rep working for Bob's and training them for the future does not help me or my situation. I am still stuck with a broken piece of furniture costing me a lot of $$.Bob's says they are unable to force another company to help us out. However, Bob's was the one who sold us [redacted]'s policy and promised us that accidental damages would be covered. So how is my case different from any other person who has had an accident breaking their furniture?I have reported the damage well within the time frame (2 days after it happened) and the accident has occurred within the 5 year warranty that I was promised.Kindly please try to understand my situation and help me out. I am not asking for any coverage that is out of the warranty.Kindest Regards,[redacted]
Sincerely,
[redacted]