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 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 Goof Proof Plus plan was never sold as all inclusive. The salespeople do advise that all manufacturing defects are covered through Bob’s and damage that is from an accident is covered through ***. The pieces in the home are not damaged. They are showing a small amount of wear, consistent with pieces that are over two years old. We are very sorry, wear is not a manufacturing defect. We have attached the photos of the pieces in the home as well as the GPP flyer the customer was given at the time of purchase. Kindest Regards, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com- We are very sorry if there was a misunderstanding in the store. It is possible the person you spoke with in the store thought you were speaking about the accidental coverage through *** as that is a nationwide service. The manufacturing side through Bob’s is only covered in our delivery footprint. It is on every sales order. If the customer was aware of the pending move and saw that when they reviewed their sales order in the store or at home, they could have canceled their order or canceled the *** plan. 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,
*** *** *** *** *** ***We appreciate the quick response and understand that furniture production is an uncontrollable circumstanceWe agree to having the delivery charge refunded and will continue to wait on the furnitureWe will be calling today to verify the deliveryWe would also like to have the goof proof charge taken off of our purchaseAfter a long discussion we just feel that in the chance of damaged furniture it may become to stressful to deal with. We would like to thank Bobs for refunding our delivery charge and dropping the *** ***

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 6/21/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 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 would need to see photos of the concern. If the customer could submit photos to the Revdex.com of the areas of concern, we will review them to see the cause and condition. Please submit several color photos for review. Kindest Regards, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: ***
I am rejecting this response because: Customer service and the sales rep who assisted me had absolutely no communicationThe sales rep told me something completely different. I am surprised that Bob's expects me to sleep on a dipping mattress, causing back problemsWould YOU or YOUR STAFF sleep on a dipping mattress?Shall I go see my doctor and provide you proof of my back issues, caused by your insufficient and poor quality mattresses?Your policy is not made available to customers until after the purchaseIf my mattress was dipping within the first months of purchase, it shouldn't matter how large or small the dip isIt is a month old mattress that should not be dipping. Your sale rep is a liar and persuaded me with nonfactual information to update my mattress TO GET MORE MONEY OUT OF MEAnd in fact, the mattress was NOT better quality, as I was told. Where are you business ethics to teach your sale reps to lie about your quality so they will spend more money?If my claim is not handled here, will be handling it IN PERSONMy mattress will be returned to your showroom floor, so your other customers can see the dip in my mattress and how unconcerned you are.
Sincerely,
*** ***

Dear
Revdex.com,
If this customer would prefer, we can add the delivery fee paid into the
credit. When the customer goes back in
to reselect they will be charged a new delivery fee.
Please
reply through the Revdex.com if you would like me to alter the existing credit to add
in the delivery fee and I will note that a new fee will be charged for the new
order when it is placed
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: ***
I am rejecting this response because:I AM REJECTING THERE RESPONSE BECAUSE I HAVE SPOKEN TO THE MANAGER MONIQUE TO MAKE SURE THAT I WAS ALLOWED TO THE MATTRESS AND SHE APPROVED IT OR THEY WOULD HAVE TAKEN THE MATTRESS THEY EVEN CALLED WHEN THEY WERE IN MY HOUSE TO SWAPPING THE COUCHES OUT.....,ALSO I HAVE SPOKEN BESIDES MONIQUE A***, EDWARD/EDGAR I AM JUST SO ANGERED THAT THEY DON'T SEE THE NOTES, WELL I WENT TO THE STORE AND I TOOK PICTURES OF THE SCREEN THAT SHOWED ALL THE CORRESPONDENCES THAT WE SPOKEN TO CUSTOMER SERVICE IF NEED BE I WILL PROVIDE THEM TO THE Revdex.com
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 meUntil the resolution is completed, I would request this complaint still be active, until Bob's Discount Furniture delivers its promise to meI also would like to notate that this transaction according to Bob's Discount Furniture would not take place until the end of June 2015, beginning of July
Sincerely,
*** ***

We were never offered any type of compensation regarding this order/delay Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Corporate needs to contact Loss Prevention to see what the outcome is prior to giving a response In the initial complaint it stated Joe in Loss Prevention was involved
Sincerely,
*** ***

Complaint: ***
Thank you
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: This company basically admitted their error and while they apologize for it, I still have to keep damaged goods until they deem an appropriate time to come fix itThis is horrendous consumer service and obviously once they make the sale they could care less about the customer and the quality of product givenI'm inconvenienced to wait around for them to fix their mistake and I get the privilege of paying for it.....great companyThey wouldn't like waiting until I deemed it appropriate to pay my bill but they can treat my business and satisfaction as unimportant and I can wait around again on them
Sincerely,
*** ***

Complaint:
I am rejecting this response because: as stated in my complaint, that offer was accepted before I noticed the extent of the defects in the furniture. As I explained to the store manager, in order to accept that offer I have to accept the original default, which was the color. This means I will have to repaint my living room, which I was willing to do to accept the offer; however, upon further inspection, I can say for certain this was not "damage" due to shipment, but rather how the product is made. It is missing legs and a place to put them, missing springs in the couch and chaise, and the fabric is not the same as in the store. It is one thing to work with the company when I thought it was damage possibly due to shipment, but I cannot take the chance and repaint my home to match this furniture when it appears that the "factory standards" is what is in question. It looks like this furniture was made of the scraps from the shop floor (photo's attached) and no where near the quality on display in the store. The company has not even apologized for that, which is indication that I can expect the second delivery to be just as poorly constructed. As such, I reject the offer and have already cancelled the replacement order. The company's refusal to accept the cancellation and refund the money is what led to this complaint. Also, for clarification, this complaint with the Revdex.com is in regards to the company's policy and practices. The written refund policy (photo attached) is intentionally misleading and does not explicitly state that the company has an absolute "No Refund" policy, as the representatives constantly repeat, or that the furniture is "(nor does the price reflect As-Is). In fact, when I first called to notify the company of the initial damage and before I could even finish the complaint, the first thing out of the representatives' mouth was "we will not give you a refund". I suspect this policy is not in writing because it cannot possible be legal to accept the consumer's money under the pretense to provide goods the company cannot deliver on then send an item different than what the consumer actually purchased and then force that consumer to select something else from the store. And to top it off, the written policy basically says that, in order to get a refund I had to cancel the order three days after I ordered it, which was a month before I actually received or saw it. To remedy this, in addition to the refund, I am asking for a change in the company's policy. I much prefer a full investigation in the company's dishonorable policies and potentially illegal practices. Lastly,
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
There was not a problem in the store there was a problem with the customer service reps at the main headquarters that I called if your calls are recorded for quality assurance than you should listen to both calls and you will hear what took place and you will find it unacceptable since no accomadations can be made for they way I ws treated by your customer care department lets cancel the order come get what I have received give me all my money back including my tip and I will go somewhere else
Sincerely,
*** ***

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. We have completed the delivery and there are
no concerns reported regard the merchandise in the home
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 we did recognize that we
had failed our customer and we were willing to make an exception in this case
to work above our compensation guidelines and policies
We have honored the customer’s request for a refund of the
delivery fee ($149.99) 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 Afternoon Revdex.com,
At this time I am unsure if the
customer is aware that they are posting to a Bobs Discount Furniture Revdex.com
ChannelIf the customer would like to appeal the choices of the *** *** then they must go to thru that company directly
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us*** *** *** *** is 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
As
indicated -our company provides resolution for factory defects and in order to
keep resolutions fair for all customer’s alike we stand behind the policies and
procedures we have in place

Mr ***,The issues you are having with your table and chairs would not be covered by goof proof, even if you had the planGoof proof is designed to provide coverage against most common types of in home accidental damageDid you accidentally damage your furniture? We refunded the plan that covered your original table; as with most warranty and/or insurance plans you would have to specify that you want coverage for the item in your possession; not assume that you have coverageWe can not add the protection plan after the merchandise has been delivered into your home.I apologize for any miscommunication, lack of explanation or inconvenience we have caused youOur previous options for recourse remain and I hope that you understand our position and find one of the options acceptable

Complaint: ***
I am rejecting this response because: My delivery did not arrive at 10:as they claimI received a call at 10:08am from the delivery team informing me that they would be arriving in minsWhen they had not arrived at 10:50am, I called them back but no one answered my callThe delivery team did not actually arrive until 11:00am and did not finish the set up until 11:30amAs a result, a half day's work was lostIf the store cannot refund my delivery charge, I will only accept a store credit in the amount of the delivery charge, $
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
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.
There are no notes that the customer has reported any damage
to the bed to Bob’s Discount Furniture.
If the customer has damage they would need to either submit pictures or
have a technician to the home. The bed
is under warranty and Bob’s is responsible for serving that warranty
The customer has financed through a completely separate
company *** ***. If they are
behind in their payments to *** ***, the customer would have to reach
out directly to that company. We can not
interfere in the agreement between *** and their customer. We would not have any information on the
negative marks on their credit report
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Please replace the left arm facing cuddler chaise with the left arm facing chaiseI like what I have, but given the issue that cropped up nearly immediately, and the difficulty with getting it repaired, I'd rather not risk it againThere are too many people in my family to have a such a large part of our sofa unusable for such a long period of time 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,
*** ***