Blue Ridge Travel

Good Morning Ms. [redacted],Thank you for choosing Bob's Discount Furniture for your bedding needs! In the event the first mattress you select is uncomfortable, you may return it and reselect. Our mattress satisfaction policy applies to the mattress only and reads as follows on your sales...

invoice;MATTRESS SATISFACTION POLICY Our goal is to do our best to ensure that you are happy with your mattress purchase. In the unlikely event that your mattress has a factory defect, we will replace it during the stated manufacturer's warranty period. If you are unhappy with the comfort of your mattress after having slept on it for thirty (30) days, please call our Customer Care Center at ([redacted] within sixty (60) days of your delivery and one of our representatives will arrange for you to make a onetime re-selection on your mattress only. Foundations within the same manufacturer are not included in our Comfort Assurance Policy. We will charge or credit you for any price difference between the original and the re-selected mattresses. Credits will be issued based on the original method of payment via the guidelines stated above. We will charge you our prevailing re-delivery fee to cover the costs of delivery for the re-selected mattress and pick-up of the original mattress. If you do not re-select another mattress, we will refund the full purchase price less our prevailing delivery fee. On March 27, 2015 you purchased the [redacted] mattress and foundation as a set for $799.00; the mattress price was $532.95 and the foundation was $266.05. When you requested to return the mattress on April 29, 2015- you were given a store credit for the full value of the mattress. Since you reselected to a more expensive mattress you were responsible for the upgrade cost as well as tax. I have attached copies of your original sales invoice as well as the pending sale.In regard to the assembly of the bed, I will be happy to schedule an assembly service to correct any issues you are having with the setup of the bed frame.Thank you,[redacted]

Good Afternoon Revdex.com-
We are very sorry for how long this resolution took.  We are glad the store was able to assist; I
believe the issue may have been the customer care representatives not
understanding what part was needed.  At
this time we hope that the delivery has been completed and the customer is pleased
with the merchandise in the home.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]I am rejecting this response because:
I was offered a $50 credit towards replacement chairs.  Looking on the Bob's website, they no longer sell the dining room table I have nor do they sell the chair.  I have a 2 year old 7 piece dining room set which is now 6 pieces since we have an unusable chair and they don't make the chairs anymore.
A $50 credit would not even cover the cost of 1 chair off of their website as the cheapest chair online is $59.  At this point, the only way I would accept the offer is if I was given 1 matching chair to the set that I currently have and not to another set so the chair doesn't match.
Additionally, the protection plan that we were sold is extremely misleading as we were under the impression it would cover issues such as this.  Why would anyone in their right mind spend an additional $100 on a protection plan that only covers you coming out to color in a scratch on the table with a marker?
Sincerely,[redacted]

Thnak you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are very sorry that the customer is so dissatisfied with the piece that was purchased.  The customer had the piece delivered 11/19/14.  During the purchase the customer opted not to purchase the Goof Proof Plus plan which would have extend the manufacturing warranty...

from the standard 1 year to 5 full years.  The piece was delivered with a one year warranty which expired November of 2015.  The customer reached out to us January 2018.  We offered as a courtesy, a partial credit for the piece.  As this is over two years past the expiration of the warranty, any offer made would be a courtesy.   This credit expires on 3.3.18. Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture   Tell us why here...

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

of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusions. As the manager of the plan, [redacted] 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 [redacted] is
continually sending these documents as many claims for coverage are routinely
approved.
In this consumer’s specific case I have
attached both the sales flyer (we provided at the time of sale) for your
review.
 
EXCLUSIONS
TO COVERAGE:
 
Leather or vinyl cracking or peeling;
seam slippage/ separation; stress tears/
rips, scratches, scars, leather finish
defects. Repair and replacement are specifically
excluded
on split hides used in seating areas.
We again apologize that the customer didn’t receive the
service expected from the [redacted] company and are willing to look into this
claim further and dispute the claim with [redacted] on their behalf should we
feel necessary.
At this time we ask that the customer provide
photographic evidence via this Revdex.com channel of the damage. As stated in the
terms and conditions [redacted]’s rule is that seam separations are not covered.
Further reading of the terms and conditions page will also indicate that an
accident needs to be reported for any occurrence to be covered. [redacted] has
disclosed to us that the photo the customer gave them indicated seam stress
tear (not covered).  Regretfully if more,
appropriate information is not presented from the customer we will be unable to
help further facilitate a dispute between our company and the [redacted] company.
We have attached the photo the customer submitted.  It is extremely dark.  We would like to see if the customer can
submit one or two photos that are lighter so we can see if the tear that is
clear is on a seam which is not clear.
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer.
 Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Complaint: [redacted]
I am rejecting this response because: When I scheduled the service appointment, they looked up my account, new when the dresser was purchased, and required me to pay $85 to have the service tech come to my home to make the repair.They looked up the dress to notify me I was out of warrant, there for knew what dress they were coming to make repairs on.The tech they sent to my house called Bobs and was notified that they can NOT offer service on this dresser and can NOT repair the dresser. They were aware of that before they scheduled the appointment.Their tech caused further damage to the furniture, pulling one of the drawers completely off the track and left it on the floor, and walked out of my house without even taking a tool out of his tool box to attempt to make any type of repair!!I am due a refund, as they knew they couldn't make the repair at the time of scheduling the appointment (based on what I was told by the person their tech put me on the phone with at Bob's), and based on the fact that Bob's advised they can not perform any service on this furniture to me directly the day of the service call.I demand a refund for the service call.It is my opinion, that their position for taking no responsibility or showing any type of moral accountability for the dresser falling just by opening a drawer, due to  the cheap quality of the hardware of their furniture is disgraceful. 
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry that this has not been rectified.  There is no report of missing
headphones.  If the customer would call
in we can process the necessary paperwork to have loss prevention
investigate.  The exchange paperwork is
scheduled.  Due to...

this bed still not
being assembled if the customer would like to return the bed for a refund we
will honor that request instead of the exchange.  If the customer would like to continue with
the exchange and the exchange fails the customer can send everything back for a
refund then.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com,
To provide more detail in reference
to this information originally communicated:
        To wait for the items
the customer initially purchased with the understanding that the tentative
stock date remains beyond our direct control, we have communicated the most updated
information we have available and we will return 5% of the customer’s
merchandise purchase price plus the delivery charge- after the delivery has
been successfully completed to the customer.
                                The
5% of the customer’s merchandise purchase price can be refunded to the
original method of payment after
the delivery has been successfully (and fully) completed.
                                The
delivery charge can also be refunded to the original method of payment after the delivery has been
successfully (and fully) completed.
                We are happy
to offer this type of compensation under the agreement that the customer
acknowledges our lack of govern over the shipping container carrying this
product and the shipping and transit the vendor provides to our Distribution
Center after the container travels thru port.
                While I
apologize for any confusion and again for the unexpected delay, I did speak
directly to our retail location and they vividly recalled this customer, their
concern, and the extreme effort put forth to try and offer compensation far
above normal policy for an event beyond the control of our business.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry that the customer is not satisfied with their purchase.  We did have a technician to the home on 12/5/17.  The technician found the pieces to be operating correctly, no issues with the mechanism.  We are very sorry that the customer is not...

completely satisfied, we would not be able to offer to replace pieces that are not defective.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture 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 delivered
on 4.5.16 and at the time of purchase, the customer purchased the option...

of
[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] 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. 
We have reviewed the [redacted] denial.  The damage was not called in per their
policy.  The customer did not report a
single accident that caused damage; they reported several damages and reported
that they did not know how the damages occurred. 
We have reviewed the photos our technician took in the home
in September and January.  We have
attached those for review.  The glass and
wood table is severally warped due to moisture on the top.  The tears in the sofa are from the piece
being treated roughly.  The damages do
not stem from manufacturing defects.  The
support on the table being cracked was reported to us that the customer was
moving the table and the glass fell through and hit the supports.  The customer told [redacted] that it just fell
through.  Because this was not called in
to them as an accidental damage the claim was denied.
The [redacted] covers the merchandise for damage
resulting from a single accident and manufacturing defects.  This plan does not cover wear.  We have twice sent our technicians to the
home.  The techs did not find any
manufacturing defects.  We have attached
the photos of the damages and the GPP handout given to the customer at the time
of purchase which does clearly show what damages are covered by which
company. 
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Dear Revdex.com,
 
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with us.
 
Regretfully I am unable to locate any account information that matches this
consumer’s complaint within our internal...

records.
 
I have looked under the name, phone number, and address provided here and see
only an order for two twin mattresses that was written up and then
canceled. 
 
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further?  They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers that may bring up their account records.
 
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in excellent mediation assistance are not wasted.
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
While
we remain very sorry that our customer has experienced this concern we are
unable to respond to occurrences that are caused by the environment the
merchandise resides in.
The
pad that the customer purchased in Jan of 2005 offered a 10 year protection
period thru the [redacted], the period of protection associated
with this pad has expired and our records indicate no report of failure (to us)
from this pad within the protection period.
If
the pad is what the customer is referring to as their “insurance” –as indicated
above coverage under this pad is no longer active or available and expired
almost a year ago. The company that offers this coverage ([redacted]) is a third
party company that requires that any incident of the pad failing due to human
bodily fluids be reported within the 10 year term as well as within 5 days of
the actual occurrence.
We
apologize again however we are unable to offer further action on an a damage that
is not a factory defect.
Stephanie
A. G[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison

Good Afternoon Revdex.com- We are sincerely sorry for any misunderstanding that has occurred.   Online outlet orders, when the price drops on a discontinued piece or set, set out extremely fast.  We do unfortunately have to explain to customers that the piece is no longer available. ...

That is the case with the [redacted] piece the customer selected.  We do try to work with the customer to find a resolution that is acceptable when this happens.  We do not hold the customers money, the refund was created immediately and processed, when the customer was notified that we would not be able to fulfill the order.  The customer was transferred to a store as all of customer care lines are recorded.  The stores have secured lines so they are able to take credit card information with no danger to the customer.  We are very sorry that this customer was so frustrated by our process.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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

and we will ensure the obvious coaching concerns presented are addressed accordingly. The delay in processing was due, unfortunately, to a miscommunication.  When the damage was originally filed, it was done so that the tech that had recently visited the home had done the damage.  That was corrected. As the [redacted] property claim is being handled by the trucking company that caused the damages, they can expect follow up from that third party and not Bobs Discount Furniture directly. Per our contractual agreements with this trucking company they are owed a fair chance to process resolution on their claim prior to Bobs Discount Furniture asserting ourselves into a situation where it is most likely unnecessary. I have sent a message on their behalf to our Delivery Managers and the trucking company involved in this claim to please contact him as soon as possible.   The delivery company has advised they reached out to the customer on 5.30.17 and left a voicemail with the return phone number.   Diakon is the company handling the claim.  We ask the customer to let us know if there is any further delay or breakdown in communication. Kind Regards, Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

Good Afternoon Revdex.com- We are very sorry that the customer is dissatisfied.  We do see that the customer refused the offered gift card.  We are very sorry that the customer felt it was not an acceptable offer.  It is the only offer we are able to make.  If the customer changes their mind and decides to accept the offer, the offer is valid and can be re-created within thirty days from 3.12.18. Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com-
I can personally identify with a consumer’s need for an
apology outside of making the concern right. 
I am sorry that there was debris on the sofa when it finally arrived,
and the customer was left with a mess.  All compensation agreements are discussed
after...

the customer has been fully satisfied with the merchandise they paid for.
I see that the customer has been told
several times by several different supervisors that the only form of
compensation we can offer is as a Gift Card. 
I am not sure if the reason why was explained, so I will clarify.  The customer signed an agreement with another
company, [redacted]  Bob’s can not interfere
or intervene with the details of that signed contract.  We are not able to make a payment or offer to
change the contract in any way.  We are
responsible for any manufacturing issues with the pieces, but as far as the financial
aspects, that is a private contract between the customer and [redacted] 
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
This customer accepted the offer of the delivery fee to
be processed as a Gift Card.  This will
be processed to the email address on this complaint.  That is the only offer of compensation we are
able to make.
Kindest Regards,
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.
They are replacing the sectional with a new sectional this Friday.  Thank you for your assistance with this mater. 
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry the customer is so dissatisfied.  The customer was notified prior to the
delivery completion what the compensation offer would be.  The customer accepted the delivery with that
knowledge.  That compensation was
completed. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Yes I did purchase the bigger rug as an exchange from a previous rug that appeared to be mis sized. I paid for the difference if the bigger rug!! I understand that I didn't purchase the goof proof however the rug should not have become mis shapen due to a couple drips of water falling on it! This leads me to believe it's a manufacturing defect. I spent $400 on the a rug and expect it to last longer. All I want is an even exchange!! And for the record my ottoman has NOTHING to do with my rug!! This just goes to show you that your stuff isn't made well! 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]