Blue Ridge Travel

Good
Afternoon Revdex.com and Neysa-
I
am very sorry for the disappointment you are experiencing with your bonded
leather set. I assure you that Bobs Discount Furniture cares very much to
satisfy all our customers and we stand behind the quality of our products even
after the expiration of our...

one year guarantee period.
Bonded Leather offers the look of luxury at a much more affordable price point
and as its name depicts, bonded leather is real leather that is adhered (or
bonded) to a fabric backing with a strong adhesive. Over time and with any
amount of usage the heat from our bodies and friction from use causes expansion
of the molecules that join the bonded leather to the fabric backing. Bonded
Leather is manufactured the same way industry wide and peeling over time is not
isolated to the bonded leather products we sell at Bobs Discount Furniture. If
you continue to purchase/maintain bonded leather furniture in your home
regretfully peeling can occur based on the nature of this material’s
manufacturing process.  You have had this set for over three years and in
that period our records indicate that you have not reported any issues to us
before now. The Bobs warranty on your merchandise expired over two years ago
and as this concern does not stem from a factory defect in the product’s
workmanship and is viewed as normal wear and tear industry wide, we are able to
make a store credit offer to from a place of extreme courtesy and care. As with most protection plans the [redacted]
Plan purchased does not cover normal wear and tear this courtesy option is not
in relation to the plan purchased as it is being offered to you by Bobs
directly.
If you would like to reselect to a different set, made of a different material
that may fit your furniture needs better we can offer to credit you 60% of the
original cost you paid for both the Sofa and the Loveseat from your ‘Apollo’
set. This would be a store credit of $599 In the interest of fairness we would
ask that if you want the new furniture you select to be delivered you cover the
cost of that service as delivering the merchandise has always been a charge we
maintain separate from the cost of our merchandise. We can offer to remove the
current Sofa and Loveseat you currently maintain on the same date we deliver
the newly selected merchandise and cover the cost of disposal for you.
Or
we can offer a credit to keep the set in the home as is with no warranty. This would
be $299 offered back to your original form of payment [redacted] or as a corporate
check.
Please let me know which of these options for resolution is acceptable to you
and I will process the necessary paperwork and have our retail location contact
you to make you aware of your available credit.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com, Please pass on our apologies to [redacted] for the inconvenience the delivery team’s negligence may have caused and may continue to cause to she and her family. We assure [redacted] that his property claim has been correctly filed with the third party trucking company involved and we will...

ensure the obvious coaching concerns presented are addressed accordingly. [redacted] has been offered a settlement, mailed out of the delivery company’s office on 2.8.18.  It must be signed and returned to allow for payment to be processed. As for the customer’s request for return of the merchandise, the customer did not purchase from Bob’s.  [redacted]  They must submit any requests to alter or cancel the contract to them.  Bob’s is responsible for the manufacturing warranty on the pieces only.  Kind Regards, Tracy Sa[redacted] Bobs Discount Furniture Customer Care Corporate Liaison   Tell us why here...

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 September 2016 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.  As amazing as our technicians are, they can
not repair table tops.
The other side of this warranty is through a third party
company, [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.  This
customer did report damage to [redacted] and the claim was denied.  The customer did not report this as an
accident.  The customer reported to
[redacted] that she did not know when the damage occurred or how it occurred. 
While we can certainly sympathize that the new merchandise
has scratches; that damage is definitely not caused by a manufacturing
defect.  [redacted] only covers damage from a single
accident.  The customer has stated that
the coasters caused scratches.  This
would not be under the [redacted] umbrella. 
Unfortunately not all damages can be classified as manufacturing or
accidental.  This damage was caused as a
direct result of action taken by the customer. 
We would not be able to offer any
options for this damage.
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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 delivered on 9.17.16 and at the time of purchase, the customer purchased the option of [redacted]...

[redacted] 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 damage resulting from a single accident.  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 are very sorry for the damage that is being reported.  Unfortunately, putting a rocking or bouncing seat on top of the table is not a manufacturing defect it is also not damage resulting from a single accident.  This is not damage that is covered under [redacted]  This was damage that was caused by a deliberate act.  While we are sure the customer did not intend on the damage, it is reasonable to believe that putting the seat on the table, without protection, could result in damage.  Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because:it’s misleading because it’s sold saying “anything” that happens to the furniture, they will try to fix it or replace it. It’s not until you’re making a claim , then  your given the tap dance of oh let me see if that’s covered. Just so happened the incident with the table fell under what they considered an accident. I was pleased and purchased more furniture with the coverage. Thinking they would do what was promised to me. I will never purchase any more discount furniture from Bobs. I am currently looking for furniture for an additional room and Bobs will not even be considered because the furniture is cheap and the protection plan is a joke. Everything I’ve purchased is a mess. I’d rather pay for quality furniture that will last than to pay for cheap furniture with a cheap protection plan. A protection plan requires more than a bottle of furniture cleaner/polish. 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: As we have secured the delivery drivers signature/statement that in fact there was NO MATTRESS OR BOXSPRING TO REMOVE uopn Delivery of New Mattress Set.
How could anyone in thier  right mind feel justified in charging the customer this fee when in fact there is nothing to ReCycle or remove... Even if it is a new state policy?  That would mean I get stuck twice when it comes time down the the road to remove this one as well the 1st time I am paying for something that does not exist.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:I understand what Ms. Stephanie have stated but I am not stating that Bob's Discount Furniture sold the merchandise infected on purpose but I am sure that they indeed sell the merchandise infected. At first I myself tried to inspect the merchandise and did not find anything but with bites I experienced I knew I had to call exterminators. Before I had the bedroom set I stayed in the new apartment on a blow up bed and there were no bite marks. After the furniture I then noticed the bites. At first I thought it was all in my head but then I knew I would have to call exterminators. When Bells Environmental exterminators came to the apartment they brought with them a canine dog. The point of this is to pinpoint where the bedbugs or evidence of bedbugs may be. Ms. Stephanie reports that the bedbugs were probably in my dwelling before hand. However if this was so the canine dog would have found evidence of bedbugs somewhere in my apartment. The canine dog would have found evidence in the walls, sockets, etc, but the canine only found evidence in the frame of the bed and no where else in the apartment. Bedbugs travel as we all know and there would have definitely been some form of bedbug evidence elsewhere. Ms. Stephanie reporting that they package their items is not a good response especially when the items wrappings are delivered with holes in them. Granted I did not look at this as a problem, I didn't care less about holes in the wrapping but reporting that items are wrapped to avoid pests is not true. So that is a response that I cannot accept. Please do not take this lightly because if my bedroom set came to me with bedbug evidence and infested then most likely there are probably bed bugs in the warehouse where it was shipped from. Even if my issue cannot be resolved I truly would like to advocate that the warehouse where my bedroom set was shipped from gets exterminated and some form of proof is provided of that. Even if my issue cannot be resolved I also want others to know about my review and complaint. This was a horrible experience and I want others to be aware before they make any purchases from Bob's Discount Furniture. I do blame Bob's Discount Furniture for selling me the merchandise but I partially blame myself form not researching the company before my purchase. If I did research the company then I would have seen all of the reviews and I would have stayed clear knowing that the warehouse is most likely bed bug infested.
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are very sorry that we were not able to complete this delivery in the first attempt as we should have.  There was also a miscommunication regarding the table top.  We are very sorry that customer had to endure multiple delivery attempts.  We have completed...

delivery at this time.  The table top delivery on 5.6.17 was the final piece.  The customer has not reached out to advise if there are any other concerns with the merchandise.  We will offer as final compensation a refund of $200.00 back to [redacted]s a token of apology for the multiple delivery attempts and miscommunication.   If the customer would like to accept please reply to Revdex.com that it is accepted and the refund will be released to Wells Fargo.  Sincerely, Tracy S[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 have attained the photos the customer submitted to Guardian.  There appears to be very distinct damages located on the table top.  While Guardian...

would not consider every bite a customer takes to be a separate incident, moving a hot plate that had burnt the table to another spot on the table would not be considered for a claim.  Once the customer saw the first damage, leaving the plate on the table to cause more damage would be customer caused.  That is no longer an accident.  If the customer had removed the plate and the table sustained a single damage only, that would be an accident.  Damage to a table top is not repairable by one of our technicians.  The entire top would need to be sanded and re-stained and re-finished.  We would not be able to offer that option. Kindest Regards,                                         ...⇄ [redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

Good Morning Revdex.com- We are very sorry that this set did not live up to the customer’s expectations.  We appreciate that the customer gave us a chance to correct the concern with a part order.  The vendor that manufacturers the set has not fulfilled our request for parts, causing an extreme...

delay.  We are very sorry that the customer has had to wait.  If the customer would like to reselect to another set we will offer a store credit on the Loveseat and the Sleeper Sofa only.  This will enable the customer to go to the store and choose other merchandise that may better suit their needs.  If the customer would like to accept this offer, please do so through the Revdex.com.  The store credit will then be released to the store for use.  If the customer does not wish to accept this offer, then we would have to wait for the vendor to ship the parts to us.  Courtesy Offer for Resolution: If the customer would like to reselect to a different set we will provide a credit (store credit) of 100% the cost of the Sleeper- $500 and the Loveseat $399. This one time replacement would fulfill the Goof Proof plan on these pieces.  The plan covers unlimited parts and service, but only allows for a one time replacement.  We would be willing to waive a new delivery fee for the reselection.  The store will schedule the pickup of the sofa and loveseat for the same day as the new merchandise being delivered.  Kindest Regards,                                         ...⇄ Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison   Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  While I will continue to accept the credit provided by Bob's and be stuck paying for an additional protection plan that I was informed clearly would not cover the chair when I contacted them. For Bob's information,   I did not call Guardsman and am well aware that I called Goof Proof. I will leave the chairs and the new protection plan in place as it's currently set up on my replacement order.  But I will be sure that I will no longer be a consumer of Bob's. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is exactly what I expected.  I expected Bob's to do exactly nothing in compensating me for having $510 tied up for over 2 months.  I had to give my credit card number again and got another receipt for the new transaction for the refund.  I would like to know what happened to the original transaction on March 9th and why it took them 2 months to figure it out.  It's unacceptable that a business can just hold onto someone's money for that long after charging me on the correct account.  I had 2 credit card's billed for that amount that I had to come up with to pay at the same time and Bob's couldn't have cared any less.  I understand there could be accounting complications but I was continuously told a different story every time.  I called so many times the same lady at the store got sick of me and started giving me an attitude saying it was processed and she doesn't know why I don't have it.  Then customer care says there is an accounting error and they fixed it.  Then they can't fix it and need my credit card again.  Flat out disgusting that a business has that sort of ethics and lack of concern for their customers.  $50 is a joke and isn't even enough to purchase something in their store.I do thank the Revdex.com for assisting me, I'm not sure if it was the Revdex.com, me calling so frequently, or [redacted] Financial attempting to work with Bob's to resolve their issues.  But at least it's resolved now.  [redacted] will be getting all future business from me since this is now the 2nd time it's taken 2 months to get money back.  I just ask the Revdex.com to forward this along to Bobs to make sure they understand how disappointed I am by their customer service.Thank you Revdex.com, not Bobs.
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.  As all of our calls are recorded, I was able
to pull and review this call.  I
understand that this is a stressful situation for the customer and the details
might have been missed, but the agent clearly states “No new delivery fee will
be charged”.  At no time does Farrell
offer to refund the original delivery fee. 
When asked he does advise her that she will receive credit for the Goof
Proof, to be applied to the credit so it can be used on the next sale.  The sound byte file is too large to be sent
through the Revdex.com as it was a very long call, but if the customer would like, I can try to send it to them
directly for their review.
 
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
Tell us why here...

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.
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 will honor the customer’s request for a refund of the delivery
fee ($99.99) as a final form of our apology. Please advise the customer that
all paperwork needed for this transaction has been entered from our end and no action
is required from the customer at this time.
There are so many errors that occurred in this customer’s account
and so many learning and coaching opportunities, I would like the customer to
keep the gift card as well.  There are a
lot of small carry out items available in every Bob’s store.  Maybe you will be able to find a pair of
lamps, a wall hanging or statue that you love. 
I hope that help to ease the frustration I am sure you have endured. 
 
In most cases any remaining questions regarding refund
processing time can be answered by reviewing the policies listed on your sales
receipt.
Kindest Regards,
Tracy S[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 delivered
on 12.20.14 and at the time of purchase, the customer purchased the option...

of
Goof Proof Plus. 
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
everyday use, misuse or abuse of the merchandise. 
I was able to pull up the customer’s warranty card showing
this was covered from December 2014. 
There was a claim submitted in August 2016 that was denied.  The customer called in damage that a child
caused damage, she was unsure how.  That
does not meet with their guidelines. 
The customer has utilized their warranty through Bob’s
making it impossible to offer a refund on that warranty.  In February of 2015 we used the warranty to
cover replacement parts for issues with the Falmouth cocktail table. 
We have attached the photos from the claim on the
chaise.  The warranty card showing when
the plan started.  The Goof Proof Plus
flyer showing what is covered and by which company. 
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon [redacted]
I am very sorry for the multiple issues you
have encountered.  I can assure you that
this is not the typical Bob’s experience.
 I
have reviewed the account and it appears the only pending issue at this time is
one drawer was missing hardware; this...

hardware was shipped out from our
[redacted] warehouse on 6/10/16. I am concerned that you state there is an
issue with the frame, which is quite different then an issue with one drawer
missing hardware.  If there are other
pending issues beyond the storage drawer please advice so that we may correct
those issues.  I have created the service
for the hardware installation, so when you receive the hardware you can simply
call in and schedule.
We do only offer compensation one time,
once the delivery is completed.  The
reason we offer it once the delivery is completed is that way we can take any
issues into account, before making the offer. 
The reason for this is basically what you are now experiencing, once the
compensation is offered and accepted we normally would not be able to change
the agreement. 
I would be willing to review this account
once the drawer hardware installation is complete to make a determination what
additional compensation is justified. 
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com,
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] Protection Products).
In an effort to ensure our...

customer’s claim was handled fairly I was able to
obtain the denial reasoning in reference to this claim. I have also attached a copy of the Warranty
Card the customer received from [redacted] after purchase and a copy of our Goof
Proof handout the customer was given at the time of purchase.  This clearly shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims.  [redacted] is a third party insurance
company.  Like any other insurance policy
they accept claims that are submitted with when the damage occurred (within 30
days of being reported) and how the damage occurred (to show that it was an
accident and not misuse).
[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. The customer
reported that they did not know how this damage occurred or when.  By [redacted]’s guidelines this is not an accident. 
Bobs Discount Furniture’s responsibility under the [redacted] 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.
Our tech determined that this damage was due to misuse
in the home.  Please see attached
technician report, he determined the top surface is bowed due to a heavy tv
being placed on top.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are sincerely sorry for any confusion- the customer paid for the 1st ottoman via [redacted]  They then added a second ottoman that they paid for with cash.  The first otto was not available.  The second otto that was paid by cash was delivered with the rest...

of the merchandise.  [redacted] policy is the customer can only be billed for what is delivered after the delivery is completed.  As we were never able to deliver the ottoman that was purchased via [redacted] they were never billed for it.  We are very sorry; Accounting would not be able to issue a refund by check for a piece that the customer did not pay for.  If they require more information on what they were billed for, [redacted] can go through a detailed report of the items they were billed for.  Due to the misinformation the customer has been given and the delay and then being told the original otto was not going to be available, we have credited the [redacted] account in the amount of $150 as a token of apology for these issues.  Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture   Tell us why here...

Good Morning Revdex.com,
Please pass on our apologies to the
customer for the concerns they have experienced with their furniture.
In regards to the living room furniture
we will agree to pick up the merchandise and issue a refund to the customer in
the amount of $1,191.03
(Current living...

room set, Goof Proof Plus, and taxes) after the merchandise
has been fully checked into our distribution center. The customer has had
several living room sets and experienced a combination of disappointments
stemming from normal wear and tear and manufacturing defects. We will work
above and beyond policy to meet the customer’s demand in the case of living
room product.
                Please note: the refund will be
issued in the form of a check due to the fact that all payment methods used on
this account (credit cards) have long passed their expiration date. For
security reasons our system only allows a refund to be processed to the
original credit card number/ card used during the transaction. The “checking in”
of product will take an estimated 2-3 days after the scheduled pick up date and
as our sales invoice clearly indicates a check can take up to 16 days to fully
process back to the customer.
                                The customer can
contact our Customer Care Office (###-###-####) at their earliest convenience
to schedule the removal of the current Sofa, Chair, and Storage Ottoman.
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 Ms. [redacted],I attempted to call you as requested, but received your voicemail and left a message. I apologize for the multiple delivery attempts of your furniture. Our records indicate that we have since successfully delivered your furniture.  As a result of the...

inconveniences, I will be happy to refund $100.00 of the $149.99 delivery fee.Please contact me at your convenience.Thank you,[redacted].