Blue Ridge Travel

Good Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the warranty on our
mattresses. I have researched the
services and find different information from what has been stated in this
complaint.
The king mattress was found
to
have a slight depression of under 1/4”.
This is absolutely to industry standards and wear. This is not considered a defect by any
mattress manufacturer. We would have no
recourse to offer in this instance
The queen mattress was found to
have a depression of 2” in the center of the mattress. When the technician looked for proper
support, he found the foundation had a cracked center support. We do not require that customers use our
foundations; we do require that our mattresses are given proper support. The tech determined that the depression in
the center was caused by not having any support in the middle. If this foundation had been purchased from
Bob’s it would be subject to inspection for the cause of the broken support and
would have been under warranty. The
customer was told we have no recourse because the depression was caused by a
product not purchased from Bob’s Discount Furniture.
If you would like to dispute the technician
report, we welcome you to submit photo showing something other then what has
been noted here
To move forward please advise the
customer that we require a minimum of four (4) pictures (in color) for each
item that is listed in the report to GuardianI have listed the requirements
below to ensure our request is specifically notated:
-Minimum Photos of the Mattress-
- Picture that clearly
shows the entire facing surface of the mattress
-
Picture that shows the depression is greater then what has been reported here
We will review these photos and
respond with what, if any, options for resolution we may have to offer this
customer
Sincerely,
Tracy S***
Bobs Discount Furniture

Complaint: ***
I am rejecting this response because:
I pursched sets meaning couches and love seats -in totalAll peices are bonded leather and all are peelingI would need to pursue all again in a different material In the email only one ser is mentioned.
Sincerely,
*** ***

I am rejecting this response because:
I see that the truth has been modified to a politically correct
answer. We were not treated badly by the service person that told us
that this is a common problem with the design of this counh and recliner"HE" took pictures and he stated that he always asks for a credit for this set. It was Bob's customer service that dropped the ball and didn't want to replace the month old couch that has a hump in the middle and is flat on both ends and the recliner that is totally flat. I am sure that the replacement credit that we DID get was because we I decided to wrote to the Revdex.com. I thank you for your help in this matterI do hope that no one else has this issue. We will be going to pick our a new style at the store in Nashua, NHI would like to keep this open until we are totally satisfiedI do not trust them enough to believe the credit will be on file at the store and that we will get the "Goof proof" protection transfered to the new set
Complaint: ***
Sincerely,
*** ***

Good Morning Revdex.com, We are sincerely sorry that this customer is experiencing issues with the merchandise that they purchased from Bob’s. I see the purchase was made in September 2014. At the time the sale was created the customer was offered the options of purchasing Goof Proof Plus. This would have extended the manufacturing warranty from year to years. This customer did not accept this option. The *** sofa delivered in September of came with a one year warranty against manufacturing defects That year has passedAt this time, while we are under no obligation to make any offer of resolution, we are willing to offer this customer a courtesy part order for two new seat cores. This vendor typically ships quickly, so if the customer accepts this offer through the Revdex.com we can create the part order and the customer will receive the new cores to their home in 4-weeksWe would need to confirm the ship to address The order is written under: *** *** *** *** *** On this customer’s reply however it was noted as *** *** ***. Please clarify so we can ensure this are not delayedKindest Regards, Tracy S*** Bobs Discount Furniture, Corporate Customer Care Liaison 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 meSincerely, *** ***

Good Morning ***,
It was certainly not my
intention to make you communicate any feelings of resentmentRegardless of the
fact that the definition of “allegation” is properly displayed from your
initial account of occurrence, we as a business have taken responsibility for
the concern based on your report aloneIt is quite common that customers
select the adjustable bed and choose one king size mattress (the bases have the
ability to be hooked together underneath the single mattress)The “dual”
listed in the description of your mattress that you see on your invoice denotes
that one side is a firm comfort level and one side is a plush comfort level of
gel memory foam, it does not describe the physical split to two mattressesWe completely
understand how this can be very confusing to you as a consumer and that is why
we not only corrected your concern but further compensated you for our mistake
Essentially we refunded you $taking money off the cost that was owed by
youAs a business who believes in operating fairly for all consumers alike we
are unable to further discount product that has been delivered in good
condition
Should you prefer our
second form of apology in a refund to your original method of payment instead
of the Bobs Discount Furniture Gift Card originally offered we can do that as
an upgrade to our original response ($back to your credit card)This
offer combined with what has already been done is one we stand behind as a fair
and adequate apology for this concern
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate
Liaison

I was able to resolve it with Tracey Sanborn of Bob's Discount Furniture Consumer AffairsThank you for your assistance and support*** ***

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 Revdex.com,
Our technician
acknowledged to us in his report that there was no defect present in the
reclinerA manufacturing defect is something our technician’s are trained very
heavily to diagnoseThe technician’s report we received provides and out line
of what is considered ‘Wear & Tear’ per the furniture industry and a
recliner that has been used for several yearsThe Protection Plan the customer
purchased does not cover ‘Wear & Tear’ therefore this protection plan
does not apply for use with this specific concern
We will upgrade our
Courtesy Offer to 80% store credit for reselection (with all other original
terms and benefits remaining the same)This consumer is demanding resolution
for this concern from Bobs Discount Furniture when the protection plan they are
referencing is honored only thru the Guardian companyAs a business we have
made a valid effort to address this concern directly with our customerWe
remain saddened if the consumer cannot see the value in our offer(s) provided
all facts associated with this scenario
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate
Liaison

Good Afternoon Revdex.com-
We are glad that the customer has accepted the offer for
exchange of the damage part. We are
sorry that we are not able to offer free delivery and assembly.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

I was able to speak with StephanieI very nice person who listened to my concern and was able to provide with me a resolution to my issueThank you so much for your help!
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,
*** ***

Complaint: ***
I am rejecting this response because:
I recently had surgery and was not able to return ***'s two voicemails until 6/I left messages on 6/19, 6/22, and again on 6/The number that she asked I call was the same number I have been calling for the past six weeks with no response ***Each time for the last six weeks I leave the same number for her to return my call on (my cell phone) and she consistently calls my house phone during working hoursIf someone could please call me at *** as soon as possible to have this issue resolved.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: according to the customer representative who called us and said the driver will wait till 12:PM but my wife witnessed them leaving at 12:PM while I arrived at 12:PM I even waved to the driver on my way on the highway Please read the regional text of the complaint and you will find all the information you're irrelevant canned response is a form of harassment
Sincerely,
*** ***

Good Morning Revdex.com,
While we apologize that the
recliner purchased has failed to support the needs and intentions of our
customer we have followed the ‘Service Policy’ as provided to the customer at
the time of sale (also commonly signed as agreed to by the customer) and
already offered to
work above and beyond that policy
As indicated by our Service
Policy and the below link we provide thru our website (see Qs 1-specifically)
even if we fully agreed with this customer that they experienced a factory
defect our business is not responsible to refund the purchase price of the
item, let alone the delivery fee associated with that service that was
successfully completed
***
As a one time extreme courtesy we will agree to work
beyond our policies again and provide
the customer with a refund for the price paid for the chair once the chair
has been successfully returned to our distribution center (Cost of chair =
$+ any applicable sales tax)The customer is welcome to contact our
Customer Care Office (###-###-####) to schedule a date when we may come remove
this chair from their homePlease further inform the customer that they will
need to provide us with their original credit card number as well so that the
refund can fully be processed back to them once the chair has returned to our
inventory
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaisons

Good Afternoon Revdex.com,
I just tried to contact this customer by phone and left a message
on their machine
The pictures showcase the bonded leather experiencing a concern
from wear and tear
Bonded Leather offers the look of luxury at a much more affordable
price point and as its name depicts, bonded leather is real leather that is
adhered (or bonded) to a fabric backing with a strong adhesiveOver time and
with any amount of usage the heat from our bodies and friction from use causes
expansion of the molecules that join the bonded leather to the fabric backingBonded
Leather is manufactured the same way industry wide and peeling over time is not
isolated to the bonded leather products we sell at Bobs Discount Furniture
If the customer continues to purchase/maintain bonded leather furniture in
their home regretfully peeling can occur based on the nature of this material’s
manufacturing process
The Bobs warranty on this merchandise expired nearly three years
ago and as this concern does not stem from a factory defect in the product’s
workmanship and is viewed as wear and tear industry wide, we are only
able to make a one time store credit offer from a place of extreme courtesy and
care for our customer. As with most
protection plans the Goof Proof Plan purchased does not cover wear and
tear therefore this courtesy option is not in relation to the plan purchased as
it is being offered to the customer by Bobs directly
Courtesy Offer for resolution:
If the customer would like to reselect to a different item, made of
a different material that may fit their furniture needs better we can offer to
(store) credit the customer 80% of the original cost paid for the Sleeper Sofa
In the interest of fairness we would ask that if the customer wants the new
furniture selected to be delivered, they cover the cost of that service as
delivering the product has always been a charge we maintain separate from the
cost of our merchandiseWe do expect to remove the current Sleeper Sofa they
maintain on the same date we deliver the newly selected merchandise and will
agree to cover the cost of disposal as an additional courtesy
Please ask the customer to let me know if this option for resolution is
acceptable and I will process the necessary paperwork and have our retail
location contact the customer to make them aware of the available credit
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison

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
in April and June and at that time the customer purchased the option
of
*** ***. I have attached the flyer the customer was given at time of purchase for review
This delivery came with a one year manufacturing warranty
through Bob’s. We did extend an exchange
to the customer, within warranty period, for damages that were reported to us,
of a manufacturing nature. This warranty
period ended in June 2013.
The protection plan for accidental damages 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
misuse or abuse of the merchandise.
The customer reported to *** in March of that the
chair damage was not accidental; it was because of wear. This would not be covered by ***. This was explained to this customer by our
customer care lead Jared. He offered at
that time to allow the customer to purchase parts at half price. The customer refused. He explained to her at that time, she is out
of warranty through Bob’s and *** only covers her for accidental damages. We would not be able to offer any other
recourse
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are sincerely sorry that this continues to be an
ongoing issue for this customer. I do
see the last attempt the team reported to us the damage. We do have another attempt scheduled at this
time, we strongly urge the customer to call in for compensation once the
exchange is completed to the customer’s satisfaction
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison

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 customer will be working closely with Tiffany to
rectify
the situation and reach a satisfactory outcomeI understand the
compensation offered is not the amount that the customer would like, it is
however the amount we are able to offer.
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 for the error that occurred in the
creation of the sale. The delivery teams
are only able to remove old mattresses from a customer’s home. As a token of apology, we would like to offer
the customer a Bob’s Discount Furniture store
credit. If the customer would like to accept this
offer then can call into customer care. The
account is noted and any agent will be able to create the paperwork
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon ***,I apologize that the sofa has failed to meet your quality expectationsI attempted to research your account but was unsuccessful locating your purchasePlease forward the name, customer master or order number for the sofa identified in this complaint along with a 1-
photosOnce received, I will follwith you.Thanks,*** **