Blue Ridge Travel

Good Afternoon Revdex.com,
We are very sorry for any miscommunicationI do see notes that an agent tried to reach
out to you, but it was to offer a reselection.
Please see information on the
store credit I have created.
This credit will be activated when you
accept the offer on
the Revdex.com mediation site. It will be
active until 6/14/17. Please accept as
soon as possible through the Revdex.com to allow you use this right away
When you go into the store, advise them you are there for a
reselection. They will apply this credit
towards the new purchase as payment.
They will then schedule the delivery and the pickup for the same day, so
you will not have to be without merchandise.
There will be no new delivery fee applied to the new sale. We have credited you for the *** *** that
was purchased as well.
The credit number is ***. The credit is active until 6/14/17. This credit is for reselection only, not for
refund and includes the *** Sofa, Loveseat and Recliner. The entire *** set must be picked up when the new
merchandise is delivered
If you have any questions or concerns please reply through
the Revdex.com mediation site
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

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

Dear Revdex.com,
We are very sorry for the inconvenience this failure has caused our customer We can certainly understand that waiting a
week after the delivery for the bed to be assembled would be frustrating. We will certainly offer compensation for
this extreme
inconvenience. We do always
offer compensation in the form of a Bob’s Gift Card. Once the assembly has been completed and the customer
is happy with the merchandise in the home, we can do an account review for
compensation. The customer would just
need to call in once the delivery team leaves the home on Saturday and ask for
an account review.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry for any inconveniences that the
customer has experienced. We are not
seeing any notes of the concerns the customer has posted about. There is no home damage claim we could
find. No concerns called in regarding a
delivery
failure. If the customer did
call the issues into us and they are able to provide any information regarding
the call(s) date and time, we can have the call(s) pulled.
We see that the customer is a returning customer. We are very sorry that they were made to feel
that they were not properly taken care of.
We have procedures in place for in home damages and for customer
complaints on specific delivery teams.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Tell us why here

Good Afternoon Revdex.com- We are very sorry that this has not been completed. We completely agree that missing hardware is unacceptable. We see that we have sent out additional hardware in an effort to get this set up. We ask the customer to advise if further action is needed.
Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: ***
I am rejecting this response because:
I confirm receipt of the delivery fee reimbursement onlyIn addition, a Bob's representative named Samantha W stated to me that I would receive additional compensation in the form of a refund for a portion of the sleeper sofa once deliveredThis has yet to happen and every representative at the business denies this and is unwilling to make things right.
Sincerely,
*** ***

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 and at the time of purchase, the customer purchased the option
of
*** *** ***.
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, ***. *** 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.
The customer has reported several damages to *** that
were not accidental in nature. These
claims have been denied as *** is only responsible for claims that are
damage reported from a single accident.
The customer reported they moved the table, did not bump into anything
and the leg fell off. This is not an
accident
Bob’s sent out our tech to the home on 12.14.16. He reported that the merchandise is in very
poor condition, multiple stains on upholstered pieces and all the finish has
come off the table. The pieces are not
defective. They have not been properly
maintained. We have attached the photos
for review. We have also attached the
*** *** *** sheet showing what concerns should be called into which
company.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- Due to the intricate nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution. We were not able to reach the customer at either number on the account. We would like to have a different tech come out to do a thorough
investigation on the loveseat frame. We ask that the customer call customer care to schedule service request #*** at their convenience. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com-
Please pass on our sincerest apologies for the
inconvenience the multiple deliveries continue to cause our customer. I do not see that this customer was scheduled
for BWB delivery howeverThe delivery
of 2/12/was originally scheduled as the 10th stop of the
day with
an afternoon timeframe. This would have
been communicated by our automated system 24-hours prior to the delivery
date. The second delivery scheduled was
2/22/16. This was scheduled with an
estimated timeframe of 10am-2pm which was communicated to the customer 24-
hours prior to delivery. The team was at
the home at they waited minutes to allow us to try to reach the customer,
they were moved on at 1143.
We can certainly
understand the customer’s frustration.
We believe the customer is owed something additional after their
concerns have been resolved
Bob’s prides itself on providing quality service and the best value product for
the priceOur 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 currently have a delivery and an even exchange scheduled for to
resolve the remaining concerns with this merchandise
We have continued as a business to address this individual’s concern the moment
it is presented to us and work out of our guidelines because we realize
the level of dissatisfaction this consumer is emulating as a result of our failures
Once the delivery is completed any additional accommodation we feel adequate to
offer to the customer is a form of our apology and at our internal discretion
We do not offer apology amounts based off of any individual’s time and we are
unable to offer a discount off of factory fresh product that stands in the home
in good condition
At this time we are looking forward to completely resolving this customer’s
concern on and should the customer still be seeking a further apology
amount from us they will be able to speak with our Customer Care Office prior
to the delivery team leaving their residence We will review the account and what further we
are able to offer
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison

Complaint: ***
I am rejecting this response because: I never asked for a stop payment on the check and neither did my motherIf this was the case, I would love to know who was the person we spoke to and on what day did we make this request that would "go outside of [your company] policy"I believe your store employees are confused because my mother did ask for a cash refund after she was disrespected and canceled the purchase, but this request was made on May 17, 2016, three days after the purchase was madeHowever, she was told that she would have to receive the refund in the same method that she paid, which was via check and it would take sixteen (16) days for a check to be disbursed and mailed from the corporate officeAfter waiting several weeks and not receiving a refund or word on the status of our refund, we then went to the *** location to inquire why there was a delay and at that time, one of your employees made a statement about the check being mailed out when in actuality it was never mailed out, not until days later as indicated on the checkFurthermore, the employee verified my contact information and said the manager would be in touch with me, but no one ever reached out to me via email, phone, or mailYou have indicated that our "purchase was made with an electronic check and you require time to receive those funds from the banking institution before you can release a refund", but my banking statements show that the funds were taken out of my mother's account on the day of our purchase, May 14, That being said, when my mother went to your *** location on May 17, to cancel the order, you had already been paid in full so there was no need for you to "require time to receive those funds"And, as far as your apology goes for this not being fully explained to me and my mother at the time the order was canceled, I do not understand how it could be when the employees and store manager at your Dedham location are condescending and have poor customer service skillsAs I have stated, neither my mother nor I requested a stop payment on the checkAs a matter of fact, the only reason we were informed that there was a stop payment is after depositing it into my account and receiving a bank statement several days later that there was a stop payment placed on the checkFollowing that, on June 30, 2016, my mother went to the Stoughton location to get to the bottom of why you placed a stop payment on the check because she knew the employees at the Dedham location would be of no helpAfter speaking to the manager at the Stoughton location, they were the one to call the corporate office on our behalf and request another check to be disbursedThat is the REAL reason a new check was processed on July 1, 2016, not because your "records indicated that I did not return to the store for a cash refund"We already knew you would not cover any additional fees or surcharges associated with you stopping payment on our refund check because customer service is not one of Bob's Discount Furniture's priority and quite frankly, we do not even want to deal with getting reimbursed for that anymoreIt is going on two months since we paid for services that were never rendered and all we want is OUR MONEY BACK! You have stated that another check was processed on July 1, and I would like to know the check number and estimated arrival time of when we should receive it because Connecticut and Massachusetts are not on opposite sides of the country and it should have arrived by nowI simply want to make sure that it has been processed because as I have already stated, we were told that a check was processed before when it was actually only processed a few days later and then a stop payment was then placed on itI will not be satisfied nor stop complaining until I get my money back, so please get me my money back! Thank you for your attention to this matter
Sincerely,
*** ***

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 and at the time of purchase, the customer purchased the option of *** ***
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, *** *** 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. The customer reported to *** that they had torn the footrest. The photos did not corroborate the report of the occurrence. The claim was deniedWe do want to make it clear this set is not leather. The fabric is performance fabric which is treated to appear leather like. It appears from the photos that the footrest is worn. This is not a manufacturing defect. Please see attached the photo from our MyBobs website showing the material. Also attached the photos of the damage to the chair, showing it was not a clear tear as the customer reported to *** Kindest Regards, Tracy S*** 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 *** and find that this resolution is satisfactory to me
Sincerely,
*** ***

Good Afternoon Revdex.com,
My apologies for not initially recognizing
this customer’s name, I have spoken to the customer via email directly several
timesI have posted below the entire chain of our emails for your review and
please note the last offer made to him was communicated on which
includes a refund of the delivery fee and keeping the already processed gift
cardI stand behind this being the most fair and adequate offer available for
resolution to this concern and trust you will see that our offers have
continually been upgraded thru this email chain; please read thru the
associated emails as I am considering these a part of our response to this
concern (this is an email chain so please start from the bottom up for a full review)
If this needs to be submitted to the Revdex.com via email instead of the complaint
response please don’t hesitate to let me know
-----Original Message-----
From: G***, Stephanie
Sent: Wednesday, August 26, 3:PM
To: '***'
Subject: RE: In response to your concern: Cr ***
Good Afternoon
***,
I certainly understand
the level of failure you and your wife have experienced and I am so sorry that
you still remain so unsatisfiedWhen a failure occurs within any business it
is the responsibility of that business to make the concern right by the
customerWe worked to make our failures right by you and delivered you the
product you initially anticipated in good conditionYou ultimately received
the delivery service you paid for and while it was not the merchandise you
wanted, we certainly didn’t want you without any product due to our mistakes, a
sectional that is no longer available for sale remained in your possession and
available for your use until we could properly honor the original promise we
made to youPlease know that I do not make this statement to cause you any
further anger, it is intended to provide you with education on how our business
took losses that were obviously owed to you in the original effort to make our
failures right
The token of
apology offered after a business has honored their original agreement to you is
at the internal discretion of that businessAs advised we have made you an
offer outside of our policies and procedures to try and meet your level
of frustration
If you'd like,
in a final effort to satisfy you, we will allow you to keep the Bobs Discount
Furniture Gift Card ($100.00) already processed and refund the delivery fee you
paidI'm sorry that the Bobs Gift Card holds little to no value to you or your
wife, the truth remains that we are a good company who continually satisfies
over 4,customers on deliveries alone everydayWe are backed and fully
accredited with the Revdex.com and continue to grow because we
truly care for all of our customers
We have accepted
responsibility for the failures caused to you, made those failures right and
are now addressing your demand for something else in the kindest manner
possible
Please let me
know when/if you are ready to move forward and I will be happy to process whichever
option you'd like to move forward with
Sincerely,
Stephanie A
G***
Customer Care
Corporate Liaison
** *** *** **
*** ** ***
* ***
This
communication, including attachments, is for the exclusive use of addressee and
may contain proprietary, confidential and/or privileged information. If
you are not the intended recipient, any use, copying, disclosure, dissemination
or distribution is strictly prohibited. If you are not the intended
recipient, please notify the sender immediately by return e-mail, delete this
communication and destroy all copies
-----Original
Message-----
From: *** ***
Sent: Wednesday,
August 26, 12:PM
To: G***,
Stephanie
Subject: Re: In
response to your concern: Cr ***
Hi Stephanie,
I did get a
chance to review the offers. I'm
confused as to why a refund of the delivery fee is even an option and not just
an automatic refundWe ordered the furniture on July 19th and we didn't
receive the furniture till almost a month later. The delivery fee was paid under the
assumption our furniture would arrive on the scheduled date not almost a month
laterAnd I'm still talking with my wife about the options because honestly
there's really no incentive to do business with Bobs againThere are plenty of
other furniture stores and we really don't want to risk this frustration and
time wasted again
Sent from my
iPhone
> On Aug 21,
2015, at 12:PM, G***, Stephanie
wrote:
>
> Good
Afternoon ***,
> Thank you for
your response and I apologize again that you were caused so much frustration
> Did you get
a chance to review the original offers I made to you from this escalated
level? I'd really like to help you
resolve your concern as soon as possible, if you don’t find the options I
originally listed satisfactory would you be open to letting me know what it is
you are looking for as of today?
>
> I totally
understand that you were failed and assure you we are working above and beyond
our policies to try and meet your demand as an individual
>
> Original
Offers:
>
> Option #1:
>> We will refund the delivery fee paid to us
($- I don’t believe ** state taxes on a service fee such as this) to your
original method of payment
>>
>> OR
>>
>> Option
#2:
>>
>> We will mail you out a $Bobs Discount
Furniture Gift Card for future use
>
>
>
> Stephanie
AG***
> Customer
Care Corporate Liaison
> ** *** *** **
> *** ** ***
>
T###-###-#### (Direct)
> ?###-###-####
(Fax)
> * ***
>
> This
communication, including attachments, is for the exclusive use of addressee and
may contain proprietary, confidential and/or privileged information. If you are not the intended recipient, any
use, copying, disclosure, dissemination or distribution is strictly
prohibited. If you are not the intended
recipient, please notify the sender immediately by return e-mail, delete this communication
and destroy all copies
>
>
>
>
-----Original Message-----
> From: ***
[***]
> Sent:
Thursday, August 20, 9:PM
> To:
G***, Stephanie
> Subject:
Re: In response to your concern: Cr ***
>
> Dear
Stephanie,
>
> I am sorry
I haven't responded we were on vacationThe reason I accepted the initial
dollar gift card was because I was told it was that or nothingI was and still
am extremely frustrated by this whole situation, so I accepted the gift card
and hung up the phoneIt wasn't until after that phone call that I thought of
contacting you through emailAs of right now I am planning on talking to my
wife and returning the gift card and seeking other options. I appreciate the offer, but the situation and
our experience was absolutely ridiculous
>
> Thank you,
>
> ***
>
> Sent from
my iPhone
>
>> On Aug
18, 2015, at 8:AM, G***, Stephanie
wrote:
>>
>> Good
Morning ***,
>> I am
emailing you because I haven't received a response back from you and in
checking on your account today I noticed that as of last night a $Gift
Card Request has been processed to be mailed to youThis is off of the
original offer made to you on Our upgraded offers still remain the
same, just wanted to give you a head's up on this transaction processing and
advise you that we are still here to help resolve your concern
>>
>> Thank
You,
>>
>> Stephanie
AG***
>>
*** *** *** ***
>> ** *** *** **
>>
*** ** ***
>>
T###-###-#### (Direct)
>> ?###-###-####
(Fax)
>> * ***
>>
>> This communication,
including attachments, is for the exclusive use of addressee and may contain
proprietary, confidential and/or privileged information. If you are not the intended recipient, any
use, copying, disclosure, dissemination or distribution is strictly
prohibited. If you are not the intended
recipient, please notify the sender immediately by return e-mail, delete this
communication and destroy all copies
>>
>>
>>
-----Original Message-----
>> From:
G***, Stephanie
>> Sent:
Thursday, August 13, 10:AM
>> To:
'***'
>>
Subject: In response to your concern: Cr ***
>>
>> Good
Morning ***,
>> I
initially attempted to reach out to you by phone this morning and had to leave
you a voicemail message
>>
>> I am
very sorry about the terrible experience you and your family endured and the
lack of empathy you feel was applied to your complaintI don't blame you for
being very upset with us and on behalf of Bobs Discount Furniture I extend my
sincerest apologies. I know and
acknowledge how unpleasant this entire ordeal has been for you and while I know
this is your Bobs experience I assure you that we would not be continuing to
grow if all our customers were met with so much disappointment during such an
important purchase
>>
>> We can
certainly understand and acknowledge the reasons why you feel you are owed
something additional after the completion of your delivery
>> Bob’s
prides itself on providing quality service and the best value product for the
priceOur primary focus is on making the concern we caused right so that our
customer is satisfied with the product that they have purchased from usWhile
it is not procedure to so we do recognize that we have failed you and we
are willing to make an exception in this case to work above our
compensation guidelines and policies
>>
>>
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 failures are
not part of the daily operations that have helped us grow to be one of
the largest furniture retailers in the U.S
>>
>> I have
listed two options below for our further form of apology, we are a business
that believes in fairness and transparency for all customers alike so
regretfully we are unable to offer apology amounts based off of an individual's
timePlease review these options and respond to me with what option (of the 2)
you may find acceptable to move forward with
>>
>> Option
#1:
>> We will refund the delivery fee paid to us
($- I don’t believe ** state taxes on a service fee such as this) to your
original method of payment
>>
>> OR
>>
>> Option
#2:
>>
>> We will mail you out a $Bobs Discount
Furniture Gift Card for future use
>>
>> Kindest
Regards,
>>
>>
Stephanie AG***
>>
*** *** *** ***
>> ** *** *** **
>>
*** ** ***
>>
T###-###-#### (Direct)
>> ?###-###-####
(Fax)
>> * ***
>>
>> This
communication, including attachments, is for the exclusive use of addressee and
may contain proprietary, confidential and/or privileged information. If you are not the intended recipient, any
use, copying, disclosure, dissemination or distribution is strictly
prohibited. If you are not the intended
recipient, please notify the sender immediately by return e-mail, delete this
communication and destroy all copies
>>
>>
>>
-----Original Message-----
>> From:
*** [***]
>> Sent:
Wednesday, August 12, 9:PM
>> To:
***, ***
>>
Subject: Cr *** order# ***
>>
>> Dear
Ms***,
>>
>> My wife
and I recently purchased a sectional on July 19, from the ***
*** store. The first time the
furniture was delivered on July 29th we received the wrong style, there was a
rip in the chaise lounge and there were staples left all over our floor. We have a month old daughter who is now
crawling and putting everything in her mouth and we found staples all over our
living room and entry wayWhen we called to explain the furniture was wrong we
were told we had to wait another full week because the delivery truck only
comes to our area on WednesdaysThat was fine except the following Wednesday
August 5th which was supposed to be our next delivery day our furniture never
showed up. My wife took work off for the
day and she never even received a phone call about the delivery, yet when she
checked online an hour after the four hour window for delivery the website said
it was delivered at 11:15amWhen my wife called to see what was going on she
was told that the furniture was damaged and never made it into the delivery
truckSo she took work off for no reason and sat around waiting until and
never received a call from anyone explain the situationWe called customer
service and they took notes on our dissatisfaction and rescheduled again for
the third time. Today August 12th we
finally received our furniture that we ordered on July 19th. We were told to call customer service after
the furniture was delivered for compensation for the two previous failed
deliveriesI spoke with one of the customer service representatives and their
supervisor and was told the best that could be done was a dollar gift card
to a Bob's storeFirst of all, my wife lost over double that amount in pay by
taking work off for the day for the second failed deliveryI was also told I
would not be refunded the delivery fee.
I paid the delivery fee expecting my furniture to be delivered on time
and correctIt took three tries to accomplish thisOffering us a dollar
gift card to a Bob's store is an absolute slap in the face considering our
awful experienceOur customer service experience was awful as well. All I kept hearing was "I understand
your frustration and all I can do is a dollar gift card" repeatedly on
my call. Their monotone disinterested
tone gave me the impression that they have heard it all day long. After ending my phone call with the
supervisor I looked online to see if there was someone else I could talk too
and I came across your nameI thought it was important to share my experience
when my wife and I went into the store to simply buy a sectional paid in full
and have it delivered the following week
>>
>> Thank
you for your time, if you would like to speak with me our home phone is
###-###-#### or you can reach me by email
>>
>> Kind
regards,
>>
>> ***
>>
>> Sent
from my iPhone
Kindest
Regards,
Stephanie
AG***
Bobs
Discount Furniture
Customer
Care Corporate Liaison

Good Afternoon Revdex.com-
Bob’s offers the absolute best value available at
our price point. We also offer the
customer our service guarantee. If a
customer reports any issues that may be manufacturing in nature during the
warranty period, in our service area, we will send one of
our factory trained
technicians free of charge. The
technician will report to us the nature of the issue. If it is an issue that the tech can correct
on the spot, they will. If the issue is
manufacturing in nature and requires parts, we will order the parts and have a
tech install those parts. If the issue
is manufacturing in nature and parts and service will not correct the issue, we
will then offer a one time replacement.
This statement is reviewed at time of purchase; it is on every
customer’s sales order, signed by the customer at time of purchase. It is one of the best warranties in the
furniture business and Bob’s stands behind this 100%.
We
are sincerely sorry that this customer is not completely satisfied with the Charisma
set purchased in 2014. We are very sorry
if there was any misunderstanding regarding our service area. We are very clear that Bob’s offers service
for manufacturing concerns only within our service area. It is printed on every sales order, reviewed
and signed by the customer at time of purchase.
Possibly when the customer purchased the merchandise, they did not know
they would be moving, so did not recognize this would be a concern in the future. Without our technicians being able to inspect
the pieces to see if they are defective, we would not be able to offer any
resolution. We have reviewed the photos
the customer sent in to ***. It
appears that the back cushions have had someone sitting on them. They are flattened and pulled away from the
frame. It appears that is food residue
on the backs. If this is correct then
this damage is not the result of a defect, it is caused by the way the pieces are
being used in the home. Unfortunately,
the customer moving from our service area does make the contract unserviceable
SERVICE
POLICY
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickupOur mattresses and motion furniture may carry
additional factory guaranteesYou 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 youIf the Service
Technician determines that the factory defect is not serviceable, we will
replace the affected item, one timeIf the item is no longer available, you
may reselect to other merchandise or we will refund the purchase priceIn the
event of a reselection we will charge or credit you for any price difference
between the original and the re-selected itemMerchandise purchased from our
“Outlet” or Clearance Centers that is not brand new/factory fresh is excluded
from these factory defect guaranteeswear and tear or customer-caused
problems are also excludedService
can only be provided within our serviceable area to the original purchaser as
stated on your sales receipt
Call
Bob's at ###-###-#### to report factory defects to your Merchandise
Our Customer Care Department is available 6:AM to 8:PM Monday through
Saturday and 10:AM to 7:PM Sunday
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon *** ***,Thank you for considering Bob's Discount Furniture for your home furnishing needsWhile we would have loved for you to complete your purchase with us and showcase our furniture in your home, we understand that you have chosen to select a different retailerI apologize for
the delay in processing and receiving your refund check Comments on your account (3/30/15) indicate that you were in the process of moving and the original refund check that we processed on April 1, may have gone to that addressWe have since stopped payment and issued a new check. As a Consumer myself, I understand the need and expectation to receive any money owed to in a timely mannerI have shared your complaint with the Supervisor of our Corporate Accounting department and while we are unable to refund $in cash; We will overnight a check to the *** ** store and you will be able to pick it up tomorrow (Friday), April 24, 2015.Your patience is appreciated and we sincerely apologize for the delay and inconvenience

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 and at the time of purchase, the customer purchased the option
of
Goof Proof Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, ***. *** 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.
The customer called in and stated that the right arm was
sagging. The tech report reflects that
the arm is indented slightly due to wear. This is not a manufacturing defect. There is no concern reflected from the customer
regarding springs. There is no note from
the technician regarding an inspection was done on the springs or any issue was
noted.
If the customer believes that there is an issue with the
springs we can certainly send a different technician to the home to evaluate if
there is a manufacturing defect with the springs
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Complaint: ***I am rejecting this response because:Sincerely,*** ***
As we have informed Bob's WE DO NOT HAVE A MATTRESS AND BOX SPRING TO REMOVE !!! tHE ROOM WAS EMPTY Why should we pay for a service which WAS NOT RENDERED, That to me would be stealing...We have also secured the driver's statement who had delivered the New Bedroom set "That there was nothing to remove from the room." Thus we still request a refund or adjustment in the amount of $dollars. Many Thanks; *** ***

Good Afternoon Revdex.com-
We are very sorry for any confusion; I have never spoken
with this customer. There are several
names of agents in the account that they have spoken with. When I became aware of this concern, it had
already been rectified by the store and rightly so.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are very sorry for any confusion or miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on and at the time of purchase, the customer purchased the option
of
*** *** 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, ***. *** 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.
Our technician was in the home 5.6.17. The tech determined the stone coming off the
edge to be non-manufacturing in nature.
The most common cause for this damage is someone hitting the granite
tile on the edge of the table. That was
why the customer was referred to ***.
The customer spoke with *** and did not have an accident to report. *** offered them hours to speak with
member of the household to see if there was an accident; the customer refused
this option, so the claim was denied.
*** only covers damage from a single accident
The *** *** plan covers only manufacturing defects and
damage from a single accident.
wear is not covered. We are very sorry,
the tile falling off the edge of the table is not a manufacturing defect. We would not be able to offer any
resolutions on this concern
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me if
Bob's Furniture must send a copy of the manufacturers Warranty
Sincerely,
*** ***