Blue Ridge Travel

Good Afternoon Revdex.com-
We are very sorry for this concern. Mattresses do not produce moisture. If a mattress does get moisture on it and it
is closed up in a sleeper sofa, an issue can develop
We are willing to pay this customer’s claim. A *** ** envelope with a release
and a
stamped addressed envelope has been sent to this customer. Once this is signed and sent back to us we
will be able to send the check to this customer to close the claim.
Sincerely,
Tracy S***
*** ***
Bob’s Discount Furniture

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with usThe first check was sent to the billing address on the account and was issued on and returned to us 12.18.17. The second check was sent to the
corrected address and issued on and returned to us 1.24.18. The third check was sent out from our Connecticut office on 2.2.18. IF the check is returned again as undeliverable, we would need to send to the store to ensure the customer is able to receive it. I have verified that the address matches the address on this complaint, *** ** Kindest Regards, Tracy S*** Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Complaint: ***
I am rejecting this response because: it is true that didn't provide the exact information of the order because it was a long time agobut I made the research and I have the exact information of that orderthe order number is *** and it was placed on march 1st and was delivered to *** *** *** on march 7th and the name under the account is shmuel majer the number is ###-###-#### and the cost of the product including the delivery charges and tax and the ghoost proof protection was so please review this information
Sincerely,
*** ***

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with usI see that this customer has already spoken with my colleague and it appears the customer has worked closely with Diana to rectify the situation and
reach a satisfactory outcome 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 Tell us why here

Good Day Revdex.com,
Please pass on our sincerest apologies for
the inconvenience the home damage caused our customerWe can certainly
understand the customer’s frustration and acknowledge the reasons why the
customer feels they are owed something additional after their concerns have
been resolved
We can refund the delivery fee ($249.99) as
compensation from Bob’s for the frustration the home damage has causedShould the customer wish to accept this offer,
please advise that they may respond to this communication via the Revdex.com as
‘satisfactory’ and we will create the refund and email the customer a copy
directly to their email address as this contains confidential account
information
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry that the customer remains dissatisfied The customer had the option to fully inspect
the sleeper before signing the delivery document and accepting the piece. Once a piece is accepted into the home, it
becomes the customer’s property. We do
not offer returns or reselections based on preference
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com,
We are sorry that the customer has had
multiple issues with the purchase. These
pieces are no longer under warranty and we no longer carry this set, so
replacing the parts is not an option. If
parts or service would fix the issue, we would be offering that.
The *** *** that you purchased covers accidental
damages only. You did not report an
accident to the third party company ***.
If an accident had been reported to them, they would be covering
it. The majority of the accidents that
are reported to them are covered by them
We regret that we have no recourse to offer
this customer.
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison

Good Afternoon Revdex.com-
Due to the nature of this complaint, we have reached out to
the customer directly to discuss resolution.
Due to the length of time the customer has been waiting on a resolution
Bob’s is taking over the claim. We have
asked the customer to email a copy of
an estimate from a flooring contractor on
what the cost of repairs will be. We
will reach back out to the customer once we have received the estimate and are
able to discuss the restitution.
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 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, ***. *** 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 recently had our technician to the home on 2.28.18. The tech found no manufacturing defects. He did report that the leather was dry and wasn’t being properly conditioned. This is for pieces sitting in direct sunlight. There is no defect. The set is showing appropriate wear for a set in the home almost five years. We have attached both the pictures showing there is no damage or defect and the Goof Proof Plus plan for review of what is coveredKindest Regards, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com-
The team that came out with the customer purchase rails on
found that the wood was cracked.
The bed which is outside of all warranty was replaced at no cost on
10.21.16. As we have replaced these
pieces as a courtesy and have already offered this customer a gift card for the
concerns with this purchase we would not be able to offer any additional
compensation.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- We absolutely agree that it was a failure on Bob’s part. We are sorry the customer has been inconvenienced. There is more than one tech. Techs are given there route based on a geographical territory. The areas do not overlap. The techs are usually scheduled close to what the Department of Transportation allows for the drivers to be out on the roads. When there is a cancelation, we look to see if there is a tech close by that would be able to pick up stops without putting the route over what the government regulations allow. Sometimes we are able to add, sometimes we are not. We are sorry the customer was inconvenienced. We can certainly offer compensation as a token of apology, once this is finally resolved. We do only offer the compensation once, so we want to make sure it is resolved, so we can see everything from start to finish. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com-
We are very sorry that this piece was damaged after only a
few weeks in the home. We have reviewed
the photos our technician took on 12.9.16.
The damage is not consistent with the report of how the damage
occurred. The customer reported that
there
was a seam separation of about four inches from moving the piece within
the home. The photos attached show the
decorative piping that goes over the seam is gone; there is a large hole in the
fabric and the padding underneath. This
appears to be damage from a pet chewing a hole in the arm.
This claim was denied by *** as the customer reported
it as a seam separation which it clearly is not. Our technician reported that it is
unrepairable. There are no parts available
for this part of the piece.
We will offer a one time courtesy to this customer. Based on the manufacturer not having parts
available to replace the arm, we will offer this one time courtesy exchange of
the right arm facing chaise. Any future damage
claims, either accidental or manufacturing, will need to go through the actual *** *** *** ***. The exchange has been
created; the customer would need to call in to schedule the exchange. We have attached photos of the piece and the *** handout for review
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Complaint: ***
I am rejecting this response because:I would like your contact information to further discuss I do appreciate you trying to offer methods to rectify but certain things are being not taken into account I am not looking for an additional payout here..but we can discuss that live on the phone
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: As stated in my complaint, my issues are that: 1.) The salesman is offering this protection to pet owners and telling them that if you have pets, and they damage your furniture, it will be repaired or replaced2.) The warranty states that it will repair cuts or punctures, with no exclusions notedRequested photos attached
Sincerely,
*** ***

Good Morning Revdex.com, *** *** *** ***
We are sincerely for the multiple issues you have had to endure
with this bed purchase. I absolutely
feel that we as a company have failed you.
The bed shouldn’t have been delivered with the broken light fixture, but
that may have happen
being jostled around in the truck. The first agent that set up the service,
should have either exchanged the headboard or ordered the part, not scheduled a
service, wasting your time. The only
part of the complaint you made that I don’t agree with is the comments that you
believe the bed was used. That part is
not possible. It may have been a very
poor choice of words from the tech, or maybe a language barrier where the tech
did not properly explain himself, but we do not sell used beds. I think he may have meant to state he has
serviced this model of bed before, not that exact piece. I was not there, I do not know how the
conversation went, but I do know that we do not sell merchandise returned from
a customer’s home
I will grant the request for the refund back to *** ***,
because I believe it is the correct thing to do to make this right for these
customers
I have already processed the paperwork and the customer just needs
to call in to schedule the pickup.
Please see attached a copy of what will be refunded to *** *** once
we have completed the pickup. Please
noted Wells Fargo may take billing cycles to post credits to a customers
account
Kindest
Regards,
Tracy
S***
Corporate
Customer Care Liaison
Bob’s
Discount Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***I am not satisfied with this response since the compensation is merely a credit towards a future purchase and I refuse to patronize Bob's ever againHowever, I'm not an unreasonable person and I'm willing to accept that this is the best they can doMost importantly, I wanted an apology for the unprofessional manner in which multiple customer care representatives and delivery personnel handled the matterI still think Bob's has much work to be done to improve their customer service but I am willing to put this matter to bed.
Sincerely,
*** ***

Good Morning Revdex.com,
While we apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us, in accessing this customer’s records with Bobs Discount
Furniture and the *** company I show no report of any “tear” concern
on
this sleeper sofa purchased in
At this time we would ask the customer to
provide photographic evidence thru the Revdex.com channel they have selected to open
so our business can research what avenue, if any, is available to assist this
customer in resolving their concern directly with Bobs Discount Furniture
*** (*** is known as their parent
company) is a third party company that solely manages the five year protection
plan this customer purchased and we have, for many years, experienced a vast
amount of approved claims through this third party companyOur customers are
usually very happy with the outcome of their reported claim however like any
other protection plan there are terms and conditions in place to keep
resolution offers fair for all consumers alike
The customer is welcome to contact *** directly
(###-###-####) and follow the process for filing a claim thru their
protection plan or we look forward to receiving and reviewing the photos
(as outlined below) so we can research the best route for this specific claim
directly
-Minimum Photos of the Sleeper Sofa:
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa
- Picture that
clearly shows the damage mark at close range
-Picture that clearly shows the damage mark
at a distance
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Mr***,Thank you for choosing Bob's Discount FurnitureI have researched your account and apologize that the furniture has failed to meet your expectationsYour satisfaction with the merchandise purchased from Bob's Discount Furniture is our ultimate goal.You
reference purchasing a $sofa however, our records indicate that you purchased a five piece sectional for $1999.00, in July Eight months after delivery you contacted our office expressing concern with the seat cushion of the sleeper sliding offWe dispatched a service technician to your home and he added a strip of foam between the cushions and mechanism with the hope of possibly creating enough friction to prevent the cushion from sliding offAlthough the technician found no defect present, I understand how frustrating it must be not to be able to fully enjoy your furniture.Bob's Discount Furniture stands behind the furniture we sell while striving for 100% customer satisfactionSince your furniture concerns were reported within the first year, I will be happy to offer you the option to return the complete sectional for store credit however, we will deduct a 15% usage fee since you have had full use of the merchandise since July If you should choose to accept this offer you will have a store credit in the amount of $and you will be responsible for paying a new delivery fee.Your business is appreciated and it is our hope that you find our offer reasonable.Thanks,*** **

Id like to know what misuseLast time I checked a couch is for sitting and relaxing on while watching televisionI have had techs out here for the chaise, all who have stated the quality of bobs furniture has declinedThe first tech put screws into it to fix the arm, then the 2nd tech took it apart and complained about what the firat tech didHe then continued to put in "L" brackets with more screws to fix the issueThe arm is almost completely off as the 3rd tech took photos and submittedThis is a result of shotty workmanship by the manufacturer and the techIm not happy, $down the drainA furniture set should "last" longer than yearsIve had couches last n just be replaced sue to age. I was told by 3rd tech that he was surprised it wasnt replaced the first timeNo it has to be attempted to be fixed first which clearly wasnt the right decisionIm not happy at allThis is not how a "reputable" and "highly recommended" business should be doing businessIm very dissatisfiedBeing told by bobs to call *** then *** tell me to call bobsNow it has come down to this which is ridiculous for it to be.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Good Afternoon Revdex.com- Due to the nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution. Bob’s has taken over the claim due to the length of time the customer has been waiting. We have arranged for a check to be sent in the amount of the
estimate that was submitted. We hope that the customer will reply back once they receive the check in the mail. We are very sorry that this was not previously resolvedSincerely, Tracy Sanb*** Corporate Liaison Bob’s Discount Furniture Tell us why here