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 made in March and at that time 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, Guardian. Guardian 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 misuse or abuse of the merchandise. We had a technician to the home in May and he determined the cores had deformed and we ordered new cores for the customer. The customer was not satisfied and we had the technician back to the home in June the customer reported to us that there was frame damage. The tech was able to tighten the mechanism. The customer advised the tech while in the home that they wanted a new piece. The tech deemed the piece in the home to be showing wear for a two year old pieceWe are very sorry the customer is not completely satisfied with the Colby sofa. We are unsure what the customer is referring to that “they won’t take my calls”. Our agents work in a call center. They have no control or say or knowledge of the next call in the que until they answer it. No one refuses to take any customer calls. This piece is not defective, it is showing wear for a piece that has been used for two years Kindest Regards, *** *** 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
Please let me know what the next step to receiving my credit would beThank you for all your help!
Sincerely,
*** ***

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with us
I see that this customer has already spoken with my
colleague and it appears the merchandise refund has been correctly processed
back to
the customer’s credit card.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted We are very sorry for the
frustration we have caused and poor experience the customer has had with
us.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

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,
Please pass on our sincerest apologies for the level of aggression
this *** denial has caused our customer to feel and communicate***
has declined to process this claim under their own guidelines which include a
supporting exclusion to their reasoning for denying the claim
While our Customer Care Staff may have been able to empathize and
acknowledge our customer’s concern we have no authority to approve claims that
are being made through the management of another organizationIf the customer
has a date, time, and employee name or number of a Bob’s representative that
literally stated the claim would be approved for coverage please have them
submit that info and we will be happy to research this assertion further
In reference to the customer communicating that they received a
lack of appropriate care for their concern from our business directly we will
offer to provide the customer with a $(this amount also reflects the
cost of the plan) Bobs Discount Furniture Gift Card as our apologyWe do not
believe the plan itself has failed this customer and the plan still offers an enormous amount of coverage thru the
original five year term
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison

Dear Revdex.com,
We are very sorry that this customer is having concerns with the ***
set. As there is a claim pending for
this customer all correspondence must be directed through that department
We ask that the customer responds to us thru this Revdex.com
channel if there are any other
concerns so that your efforts in excellent
mediation assistance are not wasted
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry. We
are unsure what the customer is looking for from this mediation process. We are not able to offer to pick up for a
refund. When the piece did not fit on
the first attempt, the customer could have canceled the order at that
time. The merchandise has been delivered
and we are not able to offer to refund at this point. I did not receive a message from the customer,
at any point, beyond the Revdex.com mediation.
Sincerely,
Tracy Sa***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Ms***,Thank you for providing the photo of your sofa however, I will need to setup a best effort service for a more thorough view and inspection by one of our factory trained technicansIt is difficult to determine the cause or extent of the damage by looking at one photographOnce I receive the service report, I hope to be able to assist you better.Please contact our customer care center at *** to schedule the appointment; please reference *** ***Thanks***

Dear Revdex.com,
We are very sorry that we were not able to make the
delivery take place
We have already confirmed with *** and explained to the customer that all
monies paid will be refunded, as soon as the customer reaches out to ANOWWe
are unsure what the customer would be reporting to the Attorney General or why
they would state that they do not accept our offer of refund
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com,
I have spoken to this customer
directly, prior to receiving this Revdex.com claim, and have fully resolved the
associated concern
At this time we consider this
concern closed as resolved
Kindest Regards,
Stephanie AG***
Bobs Discount
Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We can understand the customer’s frustration with this. We are not able to intervene while a dispute is being worked out. We are very sorry that the customer was left feeling that he had no other options. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Dear Revdex.com,
The exchange has not been completed as the customer has
not scheduled the exchange that was created on We are sorry if the
customer is having trouble finding the time for the exchange, but that is not
cause for a refundThe exchange was set up as a courtesy only. The technician that came to the home deemed
the piece was up to manufacturing standards.
As there is no defect we are not able to extend an offer of refund. We do see that this customer has decided to
schedule the exchange for 11.8.16. We
are glad this will rectify the concern
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry for any confusion or misunderstanding. The manufacturer of the bed, *** *** did reach out to customers advising that there could be a potential issue. They also advised that they were willing to send out one of their technicians to rectify
the concern. Bob’s as the retailor and not the manufacturer has no part in this process, except to explain the letter and direct the customer to the *** *** customer care line. The number for the customer to call is ###-###-#### Monday through Saturday 9am to 9pm. We have been told by *** that this is a very simple fix. We would not be able to offer a courtesy reselection to this customer. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com- We are very sorry that the customer has not received their refund. We have sent the check twice to the customer’s address. The first check was mailed on and was returned to us on as undeliverable. We sent the second check out on 3.27.17. I
have double checked the address on the check against the address on this complaint. The address is correct. As this was sent from Connecticut it should have been received by the customer. If it comes back to us again, we can send it certified or send it to the store, to ensure the customer is able to receive their refund. Sincerely, Tracy S*** 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 customerWe
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 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 our customer and we are willing to make an exception in this
case to work above our compensation guidelines and policies
The day this was posted the customer spoke with a manager and was
offered compensation. We have already
processed the refund of the delivery fee ($109.99) as a final form of our
apologyPlease advise the customer that all paperwork needed for this
transaction has been entered from our end and no action is required from the
customer at this time
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Morning Revdex.com,
We want to apologize again for the issues
this customer has had to endure and for the late delivery that was made
4/26/
We have successfully completed the
reselection for this customer. The
delivery was made very late and outside of timeframe, but the customer was able
to accept it and we have not been made aware of any issues with the new
set.
If the customer has any issues with the new
merchandise delivered on 4/26/please advise so that we may rectify
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison

Good Afternoon Revdex.com-
We are very sorry the delivery was not showroom quality the
first attempt. This has been set up for
an exchange and is scheduled for 4.12.17.
We have every reason to believe that this exchange will alleviate the
concern
Sincerely,
Tracy
S***
Corporate Liaison
Bob’s Discount Furniture

Dear Revdex.com,I have reviewed the response from Bob's and found it unsatisfactoryStephanie G*** offered to give me a $credit for a couch I paid $1,just over two years ago, claiming they were offering me 75% of the purchase priceUpon inspection this offer does not represent 75% of the purchase price, rather a 50% and would require me to spend over $to buy another new couch just two years after I bought the first one or settle for a couch of lesser quality than I originally paid for. A couch is expected to last to years or longerTo be asked to spend another $on the couch after two years of owning it seems like both a poor investment and unfair treatment. Any of the following settlements would be fair:Properly repairing the couch free of chargeReplacing the couch with a couch of equal value and condition free of chargePaying me to repair the couch.When I purchased this couch from Bob's I felt I was buying from a store with a reputation that sold quality products I chose Bob's over some smaller local furniture stores because I felt Bob's products were of a higher quality and would be there if there was an issue to make it rightThank you to Stephanie for trying to make this right, I hope that Bob's really can stand by its products.Thank you,*** ***

Good Afternoon Revdex.com- We are very sorry that there was so much frustration in having this concern rectified. The credit has been released and applied to the new order. The new merchandise is scheduled to be in within a few days. Sincerely, 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 while I don't find it satisfactory, I feel I have no choice but to accept as I need to replace my couch.
Sincerely,
*** ***