Blue Ridge Travel

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 delivered in April of
2011.  At the time the sale was created
the customer purchased [redacted].  This
gave the...

customer five years of protection from accidental damages. The
warranty for manufacturing defects was one year.  This customer is considerably outside of the
one year warranty. 
We sent a service technician out to the home on 3/8/16.  When this was set up, it was made clear to
the customer that this was a “Best Effort Service”.  We were happy to send the tech to the home to
repair whatever might be able to be repaired, but it would not include parts or
replacement.  This was again explained to
the customer after the service was completed.
In an effort to ensure our customer’s claim was handled fairly by
[redacted]  I was able to obtain the denial
reasoning in reference to this claim. 
[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. None of the issues were reported to [redacted] as
verifiable accidents, for each damage, the customer answered that they did not
know how or when the damages occurred. 
The customer admitted they were outside the policy limits for reporting
damages. 
As this customer is far outside the one year warranty and we have already had a
Best Effort Service appointment, we are not able to offer any recourse to this
customer.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison

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

Complaint: [redacted]
I am rejecting this response because: "normal wear and tear" is a convenient phrase to not live up to factory defects which are covered by "PLUS COVERAGE" protection that they charge extra for.A sofa and chair should last alittle longer than almost 2 1/2 years under "normal wear and tear"
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...

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]

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 mattress did
not live up to our expectations.  Our
mattresses have the best warranties in the business; it is very rare that one
of our mattresses fails.   We certainly
can offer to replace the mattress as it was clearly...

defective.   We do not offer refunds on any merchandise
delivered into the home.  The reselection
is in the system and the customer can go back to the store to reselect to a
different mattress or we can exchange for the same mattress.  If the customer wishes to have the same
mattress delivered they can call customer care any time to set up the delivery,  if the customer wishes to go back to the store
to look at our mattress selection, the credit is in the system for the
reselection. 
We are very sorry for the issues with the
delivery team.  It does sound as though
they may have been a new team, we apologize that the delivery was not completed
to the customer’s satisfaction.  It is
not normally the team’s responsibility to put on the bed protector for the customer,
but is certainly something we can do.  We
ask that when the customer schedules the new delivery, he asks that to be noted
in the delivery comments, so the team will be prepared for this task.
Kindest
Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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...

Good Afternoon [redacted],I am very sorry to hear you
have located pests in your product.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The bedding  that you
purchased was a new product...

that was wrapped from the manufacturer. I can
imagine that this ordeal has not been easy on you, but the facts are that the
source of bed bugs are from somewhere other than new furnishings. These pests require
a human source to survive and they move around by hitch-hiking on people and
their belongings.
Unfortunately, bed bugs have
become widespread throughout the United States over the past several years due
to both a combination of global travel and the absence of effective chemical
treatments to deal with them. Please be aware that the presence of bedbugs does
not reflect on the cleanliness or otherwise of their environment – they can
survive and thrive wherever people reside, and they are most active at night
when they feed.     
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.  
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison

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've reviewed current
research and have consulted with professional, and knowledgeable, entomologists
who have cleared up a lot of misconceptions about these insects.
 
People often correlate bed
bugs with furniture yet we are aware of no research that would even suggest
that bed bugs originate from new furniture.  According to the Centers for
Disease Control ("CDC"): "Bed bugs are usually transported from place
to place as people travel." As a result, bed bugs are
commonly found in areas such as college dormitories, nursing homes, movie
theatres, hotels, multi-dwelling housing and they can even go undetected in a
home for months hiding in/under carpets, curtains and wallpaper. The CDC’s
government website will provide you with additional information regarding bed
bugs.
http://www.cdc.gov/nceh/ehs/topics/bedbugs.htm
 
While we can appreciate [redacted] concerns,
please rest assured that Bob’s Discount Furniture takes great pride in our
reputation and record for delivering quality products to our satisfied and
loyal customers.  Any claim that the source of bed bugs was a wrapped new
furniture product, delivered more than a year ago, is plainly without merit.”

Dear Revdex.com,
We are sincerely sorry for the delay in having this
claim rectified.  We have reached out to
the depot for more information.  They have
assured us that they have since contacted the customer and are working towards
a resolution. 
 
Please advise if...

there is a breakdown in communication
again.  We were not aware that this claim
had not been closed.  We would not want
this to fall through the cracks again. 
Kindest Regards,
                                        ...⇄ /> Tracy [redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Ms. [redacted],Thank you for choosing Bob's Discount Furniture. I have researched your accountand apologize that the sofa and loveseat have failed to meet your qualityexpectations.Our records indicate that you purchased the "Mercury" sofa andloveseat in 2012 for $799.00; the material...

composition of this set isdescribed as bonded leather. Bonded leather is 100% split grain leatherhide bonded together with polyurethane to form one large piece; withnormal use the leather may crack or peel; this is not a defect but rather acommon occurrence with bonded leather products.  Goof proof provides five years of  coverage against most common typesof in home accidental damage, when properly reported. Rips, tears, scratchesand scrapes are covered just as long as they are the direct result of anaccidental occurrence. Based on the information provided in your Revdex.com complaint,it does not sound as though you provided a specific incident for thedamage. There is a three year warranty against bonded leathermerchandise which in your case, expired March 20, 2015. As a courtesy, I wouldlike to offer you the option to return the sofa and loveseat for store creditminus a 10% usage fee. The credit can be used toward the purchase of any itemin our store; the value of the credit is $719.10 and must bed used by July 11,2015. In regard to delivery of a third sofa, I have reviewed your sales invoice andyou were only charged for one sofa, loveseat, goof, tax and delivery.Bob's Discount Furniture appreciates your business.

Good Afternoon Revdex.com- We are very sorry for the frustration.  This was resolved and the customer is currently scheduled for their exchange for 12.16.17. Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture   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]

Mr. Madden,I understand this may not be the response and/or recourse you were hoping for. If your dispute is that goof proof should cover the damage that is directly related to the nail polish, then I would suggest that you file an appeal with Guardian regarding the denial. Bob’s and Guardian are two different companies. Cracking and peeling is NOT a defect; based on the material composition and construction of bonded leather (Scraps and fibers left over during the production of natural leather items that have been blended with plastics and attached to a hard-fiber backing is known as "bonded leather), cracking and peeling an occur, especially in furniture that is several years old. Because the cracking and peeling is only in the area where the nail polish/remover was applied- this further supports the fact that the damage is unrelated to a defect. Do you have any recent pictures of the furniture before the accident? The recourse I offered was a gesture reflective of our goal of standing behind the products and services we offer.  Since you remain dissatisfied, I would like to present one final offer, which allows you to keep the sofa set and we will issue a gift card ($500.00) equivalent to half the value of the original purchase price.I hope you have a better understanding of our position.  Thanks[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and I will keep the exchange date of February 20, 2016 to remove damaged sofa bed in exchange for a new one.  The problem is not making the payments, the problem is having the same item shown to me in the storeroom ( which I tried out, sat on, and decided would fit well in my home) be the same one sent to my home and in the same condition.  The firmness of the seat cushion in comparison to the the firmness of the back cushion is what made me purchase it.  Then after the purchase, my problems began with bobs furniture discount.   From my problems, your company offered me $25 at first then $75 store credit ultimately for it taking more than 3-4 weeks from the original date of purchase to delivery all the pieces, assemble them, and for the poor customer service representative communications I received during the whole fiasco.  The compensation I received was unsatisfactory due to my inability to use it.  There is nothing in your store that costs below $75 because I am not spending another dollar in your store ever again, so anything I attempt to get, must come to the entire amount wiithout me putting anymore money from my pocket to get it.  But I accepted it because at that point, I finally had all the pieces in my home.  Now this new problem, I've only had these pieces for a short time when I first called to complain that the cushions were low.  I was told to leave the sofa open to allow for the mattress to expand because the mattress supports the cushion and it is delivered in a box so it needs time to expand.   I did what I was told and that did not resolve the issue.  I called again and a technician was sent out.  He said that it was normal for the cushion to sit 3 INCHES  lower from the edge which does not make sense.  I have enclosed some pictures of the couch so your company can make an educated rebuttal next time. I suggest when technicians are sent out, you have them take pictures as proof of your customer disputes before you side with the technician over the customer.  The way it is now, when my guests or I sit on the sofa bed couch, the back of our legs rest on the couches frame and that can not be normal and it is totally uncomfortable as well.I am totally disgusted that bobs furniture discount could offer these minimal amounts to the customers who have real issues in there home with their products.  The offer of keeping the bad couch is insinuating that my issue is the cost, not the product and trust me its the product.  The offer should be in addition to not instead of for another inconvenience.  The overt nature of your business practice to offer defective furniture for discount prices is appalling. Once this is over, you have lost a customer in me.
I accept the offer of exchanging the sofa sleeper and reject take money and keep the damaged item.
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 satisfactory to me.
Sincerely,
[redacted]

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

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]