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 delivered on 1.6.16 and at the time of purchase, the customer purchased the option of Goof Proof...

Plus.  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, Guardian.  Guardian 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 have reviewed the photo the customer submitted of the damage; it is not the result of any manufacturing defect.  The customer reported to Guardian that they had no idea how the damage occurred.   The material was wearing thin and the tear just happened.  That would not fall under the plan guidelines.  We are very sorry, we would not be able to offer any resolution on this damage.   Kindest Regards, [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 12.21.15 and at the time of purchase, the customer purchased the option...

of
[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 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. 
On 2.25.17 we had our technician to the home.  He did tighten up the hardware on the Kaylie
headboard.  He did not find any
manufacturing defect.  He did determine
the hardware needed to be tightened.  As this was deemed Up to Manufacturing
Standards we would not be able to offer any other resolution on this
concern. 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because:  I am concerned about the lack of follow up from the company previously, and that there is still no estimated ship date.  They did send me a message directly that my shipping time frame had been updated to mid- to late-January instead of mid- to late-March, but again, as there was no communication the first time when there was a problem.  I just want to be assured that there will be periodic follow up if there are any changes or a shipping date becomes available through the manufacturer.  As the company mentioned, their products are sent by cargo ship, and so I would expect them to be very much aware of when they are receiving a shipment.Thank you.
Sincerely,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution has been clarified, although I have not been satisfied.  I realize now, that I will have to find a way to have this fixed on my own.
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We sincerely sympathize for the 2 failed deliveries we have
had on this customer’s account.  We do
not see however the details which the customer has expressed in this
complaint.   We welcome the customer’s
response if the information we have does not...

fully reflect the customer’s experience.
The account shows the original delivery took place on June
25th.  On that date everything
was successfully delivered into the home. 
The customer decided that 2 rooms of furniture the dining room table and
chairs and the living room sectional we not the right fit for what they
wanted.  We allowed a courtesy
reselection on these pieces.  This is an
extreme courtesy as we destroy any merchandise removed from a customer’s
home.  This is a complete loss to us and
we only charge a new delivery fee for the reselection.  I do show on 7.9 and 7.23 we made attempts at
the reselection and found that pieces had been damaged.  These damages may have occurred during the
loading or delivery process.  These were
not manufacturing defects that would have been found during an inspection.  On 7.14 we went to the home to do the
exchange, the team was there during the assigned timeframe, we called the
customer two times, no one was available at the home to accept the delivery.
We can absolutely offer appropriate compensation for the two
delivery failures.  We do value our
customer’s time and believe that compensation is a positive step towards
regaining a customer’s good will.  We
only offer compensation after all deliveries and services are completed, to
ensure that we are able to see all issues from start to finish.  We do offer compensation in the form of a Bob’s
gift card.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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 [redacted] – not Bobs
Discount Furniture.
The customer is stating that they signed a contract without reviewing the
information entirely.  I can not comment
on the conversation that took place between the [redacted] Representative
and the customer as [redacted] is a completely separate company I do not
have access to any notes or details.  The
customer is responsible for this contract that they signed.  The contract is between the customer and
[redacted]  Bob’s representatives
are not involved with the contract process. 
We can not force [redacted] to renegotiate a signed contract or
change the terms of a contract. 
Kindest Regards,
Tracy ** S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry that the delivery has not yet been completed.  It appears that the delivery was scheduled before the COI paperwork could have been completed.  COI paperwork takes a minimum of 72 hours to process once requested.  The delivery was scheduled for 2...

days after paperwork was sent.   The second attempt was failed as the merchandise was damage when received in the warehouse; they were not able to get a replacement piece in time to make the delivery, so the piece was not loaded on the truck.  The third attempt could not be completed as the pieces would not fit without damage to the piece or the building.  The team followed all procedures, taking photos and submitting the proof the pieces were not able to fit.  The customer has chosen a different set and the delivery is scheduled for 5.26.17.  The store has waived the delivery fee due to the inconveniences of the first two delivery failures.  This is the maximum compensation we can offer.  No additional compensation can be offered.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture 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.
We have the exchange scheduled for Saturday 8.27.16.  We will be able to offer compensation once
the exchange has been successfully completed. 
We do normally offer compensation in the form of a Bobs gift card, in
the case of this account I will make an exception and note that the customer can
be offered the compensation as either a Bob’s gift card or as a refund to the
original credit card used for the purchase.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Afternoon Revdex.com,
We spoke with our customer this afternoon (10.20.2015) and
scheduled to have the living room furniture removed for a refund. We have also
included a partial delivery fee refund and a partial protection plan refund
based on the price paid for the sectional. The customer...

understands that they
will be mailed a check for the refund amount once the merchandise has been
removed from the home and returned to our distribution center.
We look forward to satisfying our customer with the delivery
for the remaining dining room chair on 10.24.2015 and apologize to our customer
for the disappointments they have experienced with this sales order overall.

Good Afternoon Revdex.com- We are very sorry that the customer was not able to get this exchange completed prior to going on vacation.  Unfortunately, the routing department has to find a truck in the area with both the space on the truck and time left on their route, as they cannot be on the road over 12 hours for safety. They did attempt to add this on for Friday and Saturday both.   Normally the week prior to a holiday the delivery schedule is a maximum capacity.  The routing department was notified that this was a medical concern.  They made every effort possible to make the exchange happen.   When the customer returns from vacation we can certainly make this exchange.  Our service guarantee allows for parts and service.  Any manufacturing concerns are addressed with parts and service.  The customer refused to accept that option.  We made arrangements to exchange the base; unfortunately it was the week before the holiday.  We would not be able to grant the customer’s request and take the purchase back for a refund.   We do believe that the customer is entitled to compensation for the damaged merchandise and the frustration that it has caused.  We hope that the customer will reach out once the exchange is completed and request an account review for compensation. 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] ---if the company really does what it says it will, I will be satisfied. However, they have promised things in regard to this matter in the past & then did nothing. I am hopeful that this time they are being truthful.

Good Morning Revdex.com,
Please pass on our sincerest
apologies to our customer for any disappointment they have experienced while
seeking to use the protection they purchased at the time of sale. Our
customer’s account indicates that this merchandise was delivered on 07/02/2013
and the last...

time we (Bobs Discount Furniture) were out to the residence was on
12.19.2014 (over 1 year ago).
Please know that this customer
previously filed a Revdex.com claim (last year) under claim# [redacted] this claim was closed due to not receiving a further response from our
customer.
I am copy/pasting our response from their original claim as it
remains the same as it was 1 year ago. Please note our records do not depict receiving
any other communications from this customer directly, since last year.
                If needed Revdex.com please refer to the older
claim number [redacted] attachments as well.
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]
[redacted]s 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) and the terms and conditions ([redacted]
provides) for your review. Please see the below section as this is clearly
listed under the exclusions of coverage section (starts on page 2 and continues
to page 3) within the protection plan:
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 report the
customer gave them indicated seam separations (not covered) and the customer
did not provide them with any indication of an accident occurring c**sing the
damage they reported.  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.
To move forward please advise the customer that we require a minimum of four
(4) pictures (in color) for each item that is listed in the report to [redacted].
I have listed the requirements below to ensure our request is specifically
notated:
-Minimum 4 Photos of the Sofa Sectional:
              
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa sectional
              
- 1 Picture that clearly shows the entire back surface (seats, outside backs)
of the sofa sectional
- 1 Picture that clearly shows the damage marks at close range
          -1 Picture that clearly
shows the damage marks at a distance
We will review these photos and respond with what, if any, options for
resolution we may have to offer this customer.
Sincerely,
Stephanie G[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Afternoon Revdex.com-
We are sorry if the customer is not fully aware of the
warranty they purchased.  We would expect
that in purchasing a protection plan every customer would take the time to read
the plan details. 
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. 
We are able to view this customer’s denial reason.  The damage was reported to [redacted] as-              How Occurred:  customer stated she was moving the furniture
out of the living room and when pushing it through the door way the armrest got
caught and it ripped and they continued to push it through and the other
armrest got caught and ripped
All calls to [redacted] are recorded, if this customer is
disputing what is reported above we can request a review of this call.  If the customer agrees that it was correctly
represented, then this is customer caused damage.  If the customer was aware they were damaging
the piece, and continued in the action, then that is willful neglect and would
not be covered.  This would not be an accident.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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...

[redacted] Company – not Bobs Discount Furniture. I can confidently state that this type of agreement is commonly reviewed with an [redacted] 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 of monies that the customer has been paying to the Acceptance Now Company directly. The contact information for this customer is [redacted] handles all [redacted] escalations for the Revdex.com.  Kindest Regards, Tracy N. S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

Complaint: [redacted]
I am rejecting this response because:The explanation that [redacted] could not determine whether the stain(s) occurred in one episode or more is ridiculous. How would they be able to determine any "episode" other than responding to a complaint and listening to what the person's describes in the incident? No one from [redacted] is present to observe when the damage occurs correct? So they have to take the work of the person submitting the issue. Any obviously that is not the case. They basically could say thar about any reported issue that it did not occur. So we are back to [redacted]'s response, in that I am fabricating this incident. You should all be ashamed of yourselves in carrying out these devious business practices and taking advantage of people. 
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. However, I am disappointed that I have to wait until 04/30/2016 to receive a delivery of the twin bed exchange. It would be greatly appreciated if I was able to receive the delivery sooner.
Sincerely,
[redacted]

Good Morning Chelsea-
We are very sorry for the inconvenience the multiple
deliveries has caused you.
We accept you request for the refund of the delivery
fee paid as final compensation.  If you
accept this offer please contact your store at the number below to have it
processed back to your card.
I have created all the necessary paperwork for you in
advance in an effort to make this as easy for you as possible – please call the
store and provide them with the credit card number from the original method of
payment MC [redacted].  Once the
credit card number is entered into the transactions the refund(s) should
process back to you within 5-7 business days.
o  
Anytime after 10am and before 9pm Dial ###-###-####
o  
Press the number one (1) on your keypad when you hear
Bobs voice.
o  
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this
order number: [redacted]
o  
At that point they will take the credit card
information from schedule the pick up complete the processing.
Kindest Regards,
Tracy S[redacted]
Corporate Customer Care Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because:Bobs furniture is certainly able to do a return at this time. What you should have said is that you are unwilling to do a return of merchandise that you sold, and have admitted in writing, to electrocute people. I'm going to have to bring this matter to my attorney. Lucky for me my brother is a partner at a law firm and would have no problem filing the papers on this being that I already discussed this matter with him. I am surprised that bobs would rather go to court then make a return for defective merchandise they sold. 
Sincerely,
[redacted]

Good Morning Revdex.com,
Please pass on our apologies for the frustration and the alarm
this mold issue has caused to our customer. This merchandise was delivered to
the customer 2011 and 2015 and we have not received any report of concern until
this report. There are several reasons to how or...

why this type of concern
arises and regretfully because they are all related to the environment the
product is being kept in, Bobs Discount Furniture is unable to take ownership
or responsibility for this occurrence. This issue is also not directly related
to our brand of memory foam mattress (Bob-o-Pedic) and it is reasonable for any
retailer to assume that their customer has done the appropriate research to
satisfy their own needs for information prior to purchasing any product ( there
are various articles and education available to the public regarding ‘mold on a
mattress’).
Without being able to take on direct responsibility for this
concern we do always disclose the sincerity and care we have for all of our
customers and any presented concern. We are able to offer a store credit for
the price paid on these mattresses. We are not able to remove the moldy
mattresses from the home but will provide the customer with the funds to get a
new replacement mattress via our showroom. Should the customer select another
Bob O Pedic Mattress (memory foam makeup) they are accepting full
responsibility for any future occurrences of mold that may occur due to the
environment this memory foam mattress resides within.
The store credit numbers associated with this resolution is: [redacted]
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Evening Revdex.com-
I am very sorry to hear you
have located pests in your home.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The new merchandise that was
delivered was wrapped in plastic....

Our trucks are routinely sprayed to prevent
any possibility of pests.
Cockroaches spread through
apartments and joined homes very quickly. 
This customer lives in a strip of joined townhouses close by the
river.  That is ideal conditions for this
particular pest. Roaches need very
little to survive but do thrive near water. 
I refer to one of the many articles available on infestations:
If roaches are house hunting, they can check out your place by crawling
through tiny gaps around doors, pipes and other open spaces. Some adults can
grow fairly large, but can shimmy through slits as thin as one-sixteenth of an
inch (0.15 centimeters) [source: Ogg et al].
Contrary to popular belief, they aren't simply attracted to messy households,
although that will extend their stay. Instead, common roaches that invade homes
seek out warmth, moisture and darkness. Pizza left sitting out on the counter
is just an added bonus.
Roaches have become such widespread pests because they thrive on very
little. The insects require three things: water,
food and warm shelter. Roaches have lived off the bare essentials with few
changes since their creation 320 million years ago [source: Ogg et al].
Even the areas they choose for nesting indoors are minimalistic -- cramped
spaces in walls, behind picture frames, under sinks and elsewhere.
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.  
Kindest Regards,
Tracy S.
Bobs Discount Furniture
Customer Care Corporate
Liaison