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 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.
This claim was denied by *** as it is not a stain. The top layer of material is gone. We have reviewed the photos the customer sent
in and it is clear from the photo that it is not a stain. We have attached the photo for review. *** does have the right to reject any
claim where the report does not match the damage.
We have informed the customer we are able to offer them a
customer purchase part to replace this arm.
We are also willing to offer a courtesy installation in an effort to
make this right. We just want to confirm
the arm if you are sitting on the loveseat it is the armrest your right arm is
resting on. The part order is set up and
the customer can reach out to customer care or the store to pay.
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
I still remain very unhappy with the treatment I received from Bob'sI would also like to mention that ***l was extremely helpful in resolving this and I got NO satisfaction from Bob's until ***l contacted them
Sincerely,
Kimberly N***

Complaint: ***
I am rejecting this response because:This is exactly the response that was expected. It is a shame that a company will not stand by their product. If this sofa is wear and tear than it isn't worth the price we paid for it. It should not be splitting apart as it is. (the tech took a picture of the split in the couch or at least made it seem like he was). The rocker/recliner has hardly been used do to the way it rocks and makes you feel like your falling over and no it isn't that it is being rocked to hard to make it feel that wayWe bought a yr warranty to protect the purchase if something like this was suppose to happen. Just another way to get money out of the consumerTOTAL deception!!! I guess that Bob's stores expects us to keep it or throw it out because of wear and tear after only yrsIf this is the way they stand up for their product, then I now understand why there are all the negative reviews from other customers complaints about their product and service (which the Revdex.com has of them)This whole experience has made me feel like I stepped into a business that was selling cheaply made furniture. Bob's have made me the fool by making me feel like I got a great buy.I now that it isn't going to matter to the company at all, knowing they have other people that will buy their cheaply made furniture and not have to worry about standing by it, but I will never step into another Bob's StoreI will also be leaving another negative customer complaint review
Sincerely,
*** ***

After contacting the Revdex.com Bob's somehow began responding to me and tried to assistThank you so much.Yes, I will accept the gift card for the delay in my product shipment. Thank you so much Revdex.com for assisting me in receiving my merchandise and I will be looking forward to receive the promised compensation from Bob's.Psthe door for the base of the table was crackedThe delivery guy said he reported it and will send back a replacementI do hope that is true. Thank you once again.
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- Due to the intricate nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution. The customer has accepted our offer and the paperwork has been processed. We thank the customer and the Revdex.com for bringing this to our
attention. 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 find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI also spoke directly to the manager and she informed me of the creditThis is great and appreciate their efforts
Needless to say, although the bunk bed was finally set up, it's a beautiful set and my daughters are happy, I will not be doing further business with Bob's Discount Furniture and will not be referring anyone else to do so either.Sincerely, *** ***

Complaint: ***
I am rejecting this response because: the compensation was not accepted as final compensation As I explained to the young lady on the phone we were not getting anywhere so the call was ended not the dissatisfied customer complaintAt this point it seems to be a he said she saidI am happy to leave the complaint openI will not close it until we receive the money for the fright elevator chargesI the whole transaction with Bobs was not satisfactoryComplaint remains
Sincerely,
*** *** ***

Good Morning Revdex.com,
Please apologize to our customer
for any delay in claim processing that has caused them to feel disappointed in
us
At this time I believe the
customer’s concern has been fully addressed as their account shows a re-selection store credit being uploaded as of
Sincerely,
Stephanie ** G***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We have record that the customer has scheduled the exchange
for We certainly hope this rectifies the issues
represented in this complaint. Thank you
for bringing it to our attention.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com,
We are sincerely sorry that this customer is having this
issue using the *** ***. We have been
in contact with this customer’s husband who has been offered and accepted a
refund of the protection plan. We do
understand that this refund is not
necessarily the option that the customer was
seeking. We are not able as a business to
force another business to change their terms and conditions to include this
particular damage.
This refund has already been created for the cost paid for
the *** ***. The customer has the
option of calling the store to have this credited to the original method of
payment used or they can use this towards replacing the table. In addition to this refund I will issue a
gift card for this customer in the amount of $50. Please consider this a token of our apologies
for this issue. This will be set up as
an ECard and the customer should receive this in 3-business days to the email
address on this Revdex.com complaint.
Kindest Regards,
Tracy Sanborn
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com,
We are very sorry for the concern this
customer has presented. We absolutely stand
behind our service policy, reviewed and signed at time of purchase. It does state that if merchandise is
defective the customer can receive parts and service, if parts and
service are
not available to correct the issue, we will exchange the merchandise or the
customer can reselect to different merchandise.
Attached please see this customer’s sales order.
SERVICE POLICY
We guarantee that our new
products will be free from factory defects for one year from date of delivery
or pickupOur mattresses may carry additional factory guaranteesYou must
report any factory defects as soon as they occur to our Customer Care team
within one (1) year of possession, and a Customer Care representative will
schedule a Service Technician 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 by parts or repair (or parts are
unavailable), we will replace the affected item, one timeIf the item is no
longer available, you may reselect to other merchandiseIn 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
You also have the option of
extending our one year guarantee to FIVE years with the purchase of our Goof
Proof Plus planIn addition to extending our one year guarantee to FIVE
years, Goof Proof Plus also protects you from a variety of accidental
damages you may cause in those FIVE long years!
Call Bob's at
###-###-#### or ###-###-#### 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
Call
*** at ###-###-#### to report accidental stains or
damages to your Furniture within thirty (30) days of occurrence
We are sorry we are not able to accommodate
this customer requests
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care 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 Morning ***,
Thank you for choosing Bob's Discount Furniture, I have researched your account
and our records indicate that we sent a response to your email on
after reviewing your photo submission
Goof Proof Plus is designed to provide coverage against most in home
accidental
damage and any manufacturing defect as deemed so under our Service Policy;
cracking or peeling on the material make up of your chairs is not covered by
Goof Proof Plus and is commonly viewed as a wear and tear concern given the
amount of time the merchandise has been in your home
I have attempted to make contact with you via telephone
today (11.25.2015) and was only able to reach your voicemail. Please contact me back on my direct number
###-###-#### or by email ***
for further assistance on this claim
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison

Dear Ms***,Upon receipt of your Revdex.com complaint, a representative from our Consumer Liaison team attempted to contact you but received your voicemail and left a messageAfter thoroughly reviewing your account, we have placed a credit on your account equal to the original amount of the rug
($199)Please contact our customer care center or store for additional details.Thank you,*** **

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meThe resolution from the corporate office was more than accommodating and because of this I will defiantly remain a customer in the future as wellIt is important to know that purchases, especially furniture, which will be used for may yearsAddressing legitimate concerns of customers about your products and backing your products that you sell - it's so importantThank you again! Also, thank you for the QUICK call backA little bit of care goes a long wayI have already told everyone I know how wonderful Bob's really is! Thank you Revdex.com
Sincerely,
*** ***

Good Afternoon Revdex.com- We are very sorry that the customer is dissatisfied. Bob’s does hold responsibility for the warranty on the pieces. The customer did not purchase from Bob’s the customer purchased through *** ***. We have a contract to provide service during the warranty period. We cannot see the details of or alter in any way, any financial contract between a third party company and their customer. Sincerely,Tracy S*Corporate LiaisonBob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com-
We are sincerely sorry for the delays and
miscommunications that have occurredWe are waiting on new stock from the manufacturer;
the customer is scheduled for delivery for 2.27.17. Any compensation agreement is to be discussed
after the customer has been fully
satisfied with the merchandise they paid for
and is processed as a store creditWe do want to be able to review the entire
order from start to delivery before making an offer for compensation
We offer an apology in the form of a Bobs Discount Furniture Gift Card because
as a business we understand the importance of earning our customer’s trust back
and proving to our customer that delivery failures are not part of the
daily operations that have helped us grow to be the 15th largest
furniture retailer in the U.SWe also wish to provide our customers with a
tangible item as a further form of apology rather than just committing to the
act of pacifying someone with a monetary amountShould the customer wish not
to provide us with another opportunity to deliver merchandise we can understand
the reasons why in this scenario and have several cash and carry items that can
be taken from our Showrooms or pit locations as our free gift of apology
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com-
While I can personally identify with a
consumer’s need for an apology outside of making the concern right, we have
worked at a higher level to make those requests happenAny compensation
agreement is to be discussed after the customer has been fully satisfied with
the merchandise they paid for and a form of apology is usually processed by
gift card, for this customer we initially offered a monetary refund amount
Working beyond a structure that is set in place to keep things fair for all
consumers is a retailer’s way of applying empathy and accepting
responsibility for a customers concern
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.SWe also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amountShould the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology
Bob’s policy allows us to compensate
one time, when all merchandise is in the home and the customer is happy. We do not offer free merchandise; we do not
offer to discount merchandise that is in the home in showroom quality. When the store offered to refund the
delivery fee back to the customer, they should have been clear that it would be
the only offer of compensation. We are
offering the gift card in addition to the delivery fee refund, because that was
not clearly explained. It is far above
our compensation policy
Kindest Regards,
Tracy S***
Corporate Customer Care Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry for the frustration the customer is experiencing. Special orders are not stocked items, so we are not able to give a definite date for delivery ahead of time. Average time for a vendor to fulfill the order is to weeks. If the
customer has wanted everything to be delivered in one shipment we could have held on to the first two pieces awaiting the vendor to complete the set, everything could have been delivered on eliminating the need for three deliveries. On before the first delivery, the customer was advised that only one piece was currently in stock. They choose to have the split delivery rather than wait for all three pieces. We are very sorry that the pieces trickled in over a month’s time. That is not normally an issue. Normally the manufacturers are able to send all the pieces together. The customer was offered and accepted compensation for the inconvenience. We would not be able to offer any additional compensation. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here