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.  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 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...

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 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]

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]

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

Complaint: [redacted]
I am rejecting this response because: the claim from years ago is a totally separate but similar case. that case was for the first time a spot got cleared of the color. so I was kind of hystericalthis couch leather is probably a poor material were color coming off is happening often and instead of calling them every time a spot losses the color I decided to make 1 call for many spots. and of curse denied so I was told this is a worry free warranty. when in fact they are only here to take money and not to provide service
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I must respectfully reject the response made on behalf of Bob's Discount Furniture. In the response the company only addresses future negotiation regarding concession for damages to furniture. While they do admit they have failed in the delivery process and offer a refund of that cost, it is an unreasonable offer. Given the unrefuted and unrebuttable evidence that Bob's Discount Furniture has failed their customer on several occasions, any person untained with bias and prejudice would not see their current offer reasonable. Bob's Discount Furniture has yet to acknowledge and address concerns for the misfortune and c the extreme cost of time the customer has experienced due to the lack of care by Bob's Discount Furniture. The company has further stated they will only make a concession once all deliveries have been completed with customer satisfaction. After multiple failed deliveries at the expense of the customer, it is not reasonable to believe that the next delivery would be to customer satisfaction. Further, the company states that resolution was to be set and the customer cancelled. As recorded on the phone call, the customer clearly states the day would not work due to scheduling and having exhausted all of his vacation time, planned to be spent with his family. The company completely ignored the customer and scheduled the delivery, knowing the day did not work for the customer. The customer again experienced more of his time consumed by Bob's Discount Furniture when he received an automated message stating that a delivery was scheduled after he stated the day would not work. The customer was then forced to call the company another time to inform them again that the delivery date would not work. Upon further review, the customer has determined the last partial bed frame that was delivered was in fact a refurbished/used frame. The frame even has a mark from a screw indented into the frame indicating a previous assembly/installation of the frame. This is absolutely unwarranted and cannot be denied as bad business. Additionally, as recorded the customer service agent stated that she would have her supervisor call the customer and the customer still has not received a call. The customer is not asking for a refund for the furniture. The customer is asking for his order to be complete and undamaged, which I believe is not something a customer should or need to ask for. When a customer ask these questions, a company has miserable failed that customer. Due to the misfortune the customer has experienced he is asking for a reasonable concession for the following:Delivery fees additional fees for compensation lost from his employment (this is of utmost importance)fees for hotel for familydangering/damaging his career trust with his employerclean up of garbage left by delivery teamsdamaged furnitureharassment from the company The customer should not be further burden with taking time and money to purchase a camera to provide photos. Bob's Discount Furniture is completely aware that the damages exist and have already accepted these damages as valid and legitimate, indicated in their previous response by stating they had parts on order and were set to take care of the damages. After acknowledging this, it is unwarranted and harassment to ask the customer to provide photos and at his expense. While Bob's Discount Furniture has already accepted these damages as valid, should they continue to dispute in an attempt to nickel and dime, the customer welcomes the utmost senior people from the company into his home on a weekend to be mutually scheduled to take photos. The customer misfortune experienced through business with this company has resulted in a loss  of monetary value in the thousands of dollars.Again, given the unrefutable and unrebuttable evidence, I believe you will find the customers rejection of Bob's Discount Furniture's response more than appropriate. Thank you for allowing me this opportunity to present this matter for your review and appropriate action.
Sincerely,
[redacted]

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 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- Due to the 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 agree that it is unreasonable to expect her to keep two pieces of a set that is on back order.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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.
We are unable to approve a return of this merchandise or arrange for a refund or
adjustment of monies that the customer has been paying to the Acceptance Now
Company directly.
We do have the service
rescheduled for the customer.  It is
currently set for 1.14.17.  We hope that
this will resolve the remaining issues. 
We can certainly offer compensation for the concerns represented in this
complaint, this compensation would be as a Bob’s Credit only.  We are not able to make adjustments to a
contract belonging to a completely separate company. 
Kindest Regards,
Tracy *. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon [redacted]
I apologize again that you are experiencing this concern and
understand your frustration and need to have this concern resolved. As stated
previously we have multiple protocols and procedures in place that we adhere to
daily to avoid any type of pest contamination. We do not deny that other
complaints have been made however, after we properly educate the consumer and
assure them of the precautionary measures we take; the complaint is dropped.
Please know that I have no intention of placing blame for this concern within
my communications to you and I truly wish that there was something we could
offer to assist you in this circumstance but Bobs Discount Furniture does not
sell or deliver products infested with pests and the massive amount of public
education that is available teaches us all that bed bugs are not the result of
purchasing new furniture.
Please know that while bed bugs do not come from factory fresh home furnishings
they are also not the result of an uncleanly home. Bed bugs are just sneaky
stow-a-ways, and are excellent at finding ways to travel right into your own
home. They travel most often in places like hotels, motels, shelters, apartment
complexes, dorm rooms, recreational areas, and even movie theaters. Recent
personal travel or any interaction with a relative or friend who has recently
traveled is another popular way bed bugs like to get around as hotels,
airports, rental cars, and most other form of traveling are extremely
susceptible to bed bug tourism since there is a continued wave of movement
between large groups of people.
If you reside in a multi dwelling complex, especially one that you are renting,
you should contact the property owner and demand that your home be treated by a
professional. Apartment buildings are highly susceptible 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.
Bed bugs have also been found in locations where there is a large congregation
of people such as schools; if you have children it is possible that they could
have piggy backed onto the children’s back pack and entered into your home
through this channel.
 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.  
Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

It has been almost 3 months and I have not received the cushion cores that Bob's Furniture had offered as a resolution. I was unsure if there was another step I had to follow or honestly what to do in general, as I have never made a complaint before and have a lot of trouble contacting Bob's Furniture in the past. I appreciate the help. Thank you, [redacted]

Good Morning Revdex.com,
Please pass on our sincerest apologies for the discoloration
on the chest that caused our customer to send it back with the original
delivery team. We further apologize for the delay in the new shipment we are
waiting on from our overseas vendor. Our records indicate...

that we are working
directly with this customer at the highest level of Customer Care Management we
have and the chest delivery has been scheduled for Saturday 8.15.2015.
We assure our customer that we want to make our failure
right and that we want to provide her with the showroom quality chest she was
anticipating being delivered in the first place. We understand and agree completely
with our customer’s frustration in us, our customer has been provided with a
direct number for contact regarding this concern and we look forward to being
able to provide our customer the satisfaction she deserves on 8.15.2015.

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 not responded to our
offer.  We welcome the customer to
respond via Revdex.com or direct email. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are sincerely sorry that the customer has had so many issues
with this order.  We will approve the
refund of the delivery fee back to the customer’s method of payment. The
delivery fee paid on this order is $229.99, please see attached.  This will be the...

Final and Only offer of
compensation on this order, as this request is far outside our normal policy
and procedure.  We are only able to
create the compensation once delivery has been completed, so I have noted in
the account that this is approved so it can be set up once delivery has been
successfully completed for this customer. 
The customer can call in any time
after the chairs are delivered on 4/5/16 to have the paperwork created.
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 of the
delivery fee processed to your credit card which was pre-approved
o   
At
that point they will create the refund and take the credit card information
o   
Please
make sure you have the credit card available as we do not keep this on file.
[redacted] ending in [redacted]
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture

Complaint: [redacted]
I am rejecting this response because:Once again the additional compensation of store credit of 100.00 is not valid for a customer whom has had repeatedly stated that their experience with BOBs was horrible therefore they are not willing to attempt another purchase with Bobs, so even if store credit of 1,500.00 was given it would refused. As for costumer request being unreasonable well that is the opinion of bobs but what is fact is that bobs is unwilling to give compensation in good faith due to this particular situation, as proven Bob's continues to repeat same offer of standard maximum 10% compensation. That is a bobs customer service fact. Sincerely,
[redacted]

Good Afternoon Revdex.com- We are very sorry that the customer has not yet received their refund.  The order was canceled on 6.1.17.  The check was cut and mailed on our next scheduled print day of 6.7.17.  The check was returned to us as undeliverable on 6.26.17.  A second check was...

mailed out on 6.28.17. We have confirmed the address on the check matches the address on this complaint.  The customer should have the check in the next couple of days.  Sincerely,Tracy S[redacted]Corporate LiaisonBob’s Discount Furniture Tell us why here...

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.
[redacted]  please keep this complaint open until a satisfactory replacement is received.  I will advise once a satisfactory is received.
Sincerely,
[redacted]