Blue Ridge Travel

Good Morning Mr. [redacted],Thank you for choosing Bob's Discount Furniture. I apologize if the furniture and goof proof plan have failed to meet your expectations.I have researched your account and understand that you spoke with customer care on May 8, 2015 regarding the concerns expressed in your Revdex.com...

complaint. You indicate that the sofa was delivered however, our records indicate that you picked it up, transported and moved it into your home on March 19, 2013. Furthermore you state that the sofa frame has been broken since March 2013 however, the first note on your account regarding your concern with the sofa frame was May 2015. Based on the amount of time that has lapsed since the date of pick up and your initial report, it is unclear how the damage would have occurred. As for the goof proof plan, frame damage may be covered if there is a "covered accidental occurrence" and the claim is properly reported.  Pet damage resulting from the teeth, beak or claws is not covered.Bob's Discount Furniture prides itself on being honest and upfront with the products and services we offer; I apologize if you believe that any portion of your sale was misrepresented. Customer satisfaction is our ultimate goal and we vow to stand behind the merchandise we sell. In an effort to restore your faith in our company and the sofa you purchased, I will be happy to schedule one of our technicians to visit your home, assess the damage to the sofa frame and provide best effort repair, if possible.  I have processed the necessary paperwork for this appointment and ask that you contact our customer care department to schedule the visit. Depending upon the location of the claw marks you may be able to purchase replacement toss pillows or seat casings. Bob's Discount Furniture nor Guardian goof proof covers that specific pet damage, free of charge. When contacting customer care, please reference [redacted].Your business is appreciated and we hope that you find our offer(s) for recourse acceptable.Thank you,[redacted]

Complaint: [redacted]
I am rejecting this response because: please read the complaint...a verbal quote with all taxes AND Delivery was provided to my wife and she forwarded the information to me (Confirmed by the sales person) who put me on hold and increased the price by $300...bait and switch. Spoke with [redacted] MANAGER Johnathan P[redacted]....who assured me he was "out infront of this....AGAIN...never heard back...sound like a problem? Classic bait and Switch tactic with retail outlet stores.
Sincerely,
[redacted]

Good Morning Revdex.com,
During my length of service to Bobs Discount Furniture
as well as other claims and photos that have been posted to the Revdex.com for animal
damage I must stand behind the determination that this damage cannot be covered
under the terms of the protection plan purchased. Even if what the customer is attempting to communicate happened
actually did- the customer’s plan does not offer coverage for damages caused
during a move. I have attached a terms and conditions page regarding the
protection plan purchased; please see under the ‘PRODUCT SPECIFIC COVERAGE’ section in ‘2.
Leather/Vinyl’.
                Normal residential use means
while in the home, not during a move from one address to another.
If the customer wishes to rebuttal this response it is only reasonable
that we request that they provide a detailed account along with appropriate
evidence of how this exact type/ pattern of various small puncture marks
occurred as a one time accidental occurrence.
At this time we stand behind the [redacted] denial for this specific
claim.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because: This has nothing to do with the availability of the furniture and everything to do with the integrity of the employees, If you read my original complaint, the delivery men were dishonest when they claimed to have come to our home, this is what the complaint is about.Please address this issue. In addition they scheduled to drop off pieces of the furniture today March 10 which was a complete waste of my time because they were unable to put the bed together without the piece that is coming March 22, which this information was not explained when the customer service agent set up the redelivery. So again another disappointment from this company and all you can offer is an apology. I need compensation for both occasions that Bob's fell below the standards. 
Sincerely,
[redacted]

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 Afternoon Revdex.com-
We have reached out to this customer directly and discussed
our offer of resolution.  The customer is
not completely satisfied with the offer, but has accepted and the compensation has
been processed.
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,
Please pass on our apologies to [redacted] for the inconvenience
the delivery team’s negligence has caused and may continue to cause to her and her
family. We assure [redacted] that her 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.
As [redacted] property claim is being handled by the trucking
company that caused the damages, [redacted] 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 [redacted] behalf to our Delivery Managers
and the trucking company involved in this claim to please contact him as soon
as possible. I was able to see they had
a glass company there very quickly to set in a temporary window and the
delivery company will be working with the apartment owner for a permanent
resolution.    They will be reaching out
to the customer for the damage to her personal property. 
I have also provided the
most updated telephone number I have for this trucking company as Bobs Discount
Furniture is not permitted to address or handle claims that originate from a
third party company.
[redacted] Delivery
###-###-####
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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...

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 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 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

Complaint: [redacted]
I am rejecting this response because:I entered Bobs to PURCHASE  furniture not lease or rent.the sales associate or [redacted] never stated I was doing so.I was not given paperwork at the time of signing... It was emailed.If that would have been disclosed to me I would have never entered into such an agreement.I paid for the furniture in full as well $2800 in charges. The state maximum for interest is 21% I was charged 180% plus double the amount in tax. The terms and conditions where never disclosed. These people are criminals. They pray on peoplewith lessor credit and intelligent. If I wanted to rent furniture I wouldn't have gone to Bobs. Bobs knows what they are doing, they all work together.this is a horrible thing to do to people. My items totaled $1934.00 I paid $4173 .. That's unjust and down right criminal.Totally taken advantaged of,
[redacted]

Good Afternoon Revdex.com-
We are very sorry for the lack of communication this customer
has received.  We agree that there was a
unacceptable level of follow through.  It
should not matter is an order is several thousand or under a hundred.  Every customer deserves to feel...

respected and
valued.  That obviously did not
occur.  The delivery via FedEx has been
completed.  As a token of apology we have
added a $25 credit on the customer’s account for later use.  If the customer has any other questions or
concerns, they can reach out to us directly or through the Revdex.com mediation
service.   
Sincerely,
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.
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 very sorry that this customer has had
difficulties with our mattresses.  We see
that we set up a service technician to come out to the home to complete a
mattress inspection.  This has not been scheduled
and is still pending. ...


 
We would not be able to offer any recourse
without a certified technician report. 
Please call at your earliest convenience to schedule the technician to
come to the home.
 
SERVICE POLICY
We guarantee that our new products will be free from factory defects
for one year from date of delivery or pickup. Our mattresses and motion
furniture may carry additional factory guarantees. You must report any factory
defects to our Customer Care team within one (1) year of possession, and a
Customer Care representative will schedule one of our Service Technicians to
inspect the item and service it to factory standards at no cost to you. If the
Service Technician determines that the factory defect is not serviceable, we
will replace the affected item, one time. If the item is no longer available,
you may reselect to other merchandise or we will refund the purchase price. In
the event of a reselection we will charge or credit you for any price
difference between the original and the re-selected item. Merchandise purchased
from our “Pit” or Clearance Centers that is not brand new/factory fresh is
excluded from these factory defect guarantees. Normal wear and tear or customer-caused
problems are also excluded. Service can only be provided within our serviceable
area to the original purchaser as stated on your sales receipt.
 
Kindest Regards,
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,
Steven B[redacted]

Complaint: [redacted]
I am rejecting this response because: Providing us with 50 dollar credit does not cover the cost of the rental and movers that we had to bring to the store and leave without furniture or having the situation rectified.
Sincerely,
[redacted]

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