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I apprehend your cavalcade and never anticipation I would accept to acquaintance you, but I’m at my wit’s end. In April 2016 I purchased a daybed and adulation bench from Bob’s Discount Appliance in Skokie. Almost anon afterwards it was delivered, the bolt began to affray and crease. Aback I contacted the store, they beatific backup covers, which were accustomed in July. But they weren’t any bigger than the originals. Now it’s January and the botheration is aloof accepting worse. The abundance beatific an ambassador who agreed the bolt had degraded. He additionally said he has apparent this frequently. Bob’s has agreed to accord me a abundance credit, but the abundance has annihilation that will assignment in my home as a replacement. So now I’m faced with accepting to acquirement commodity at addition abundance and abandon my acclaim to Bob’s coffer account.

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Bob’s told me if I hadn’t accustomed the appliance aback it was delivered, they would accept issued me a refund. Maybe I’m dense, but aback it was delivered in April, how was I to apperceive that it would authority up so poorly? Only my bedmate and I sit on the furniture, which I anticipation was the purpose of a daybed and adulation seat. Is there any achievement for absolute this problem?

Tina, Northbrook

I asked Tina to accelerate me her Bob’s balance and assurance information. In her sales paperwork, beneath the attack “Service Policy,” I begin the following:

“You may address any branch defects to our chump affliction aggregation aural one year of control … [A] account artisan [will] audit the account and account it to branch standards at no amount to you. If the account artisan determines the branch birthmark is not serviceable, we will alter the item, one time.”

Tina additionally purchased Bob’s Bristles Year Goof Proof Plus plan for $99. This continued assurance covers “unlimited in-home service. Aback a covered adventure occurs, a able account artisan will appear to your home … and restore the stained/damaged breadth aback to branch standards at no amount to you … If a stain/damage cannot be adequate to branch standards, the damaged allotment of appliance will be replaced, at abounding value, afterwards any added amount to you!”

Note there is no acknowledgment of a acquittance in either of these paragraphs. However, in ablaze of Tina’s asperity (the abiding fraying and creasing of the fabric, and no backup appliance that met her specifications), I was optimistic Bob’s ability action a acquittance as a amicableness action to ensure chump satisfaction. With this hope, I alleged and batten to Bob’s Skokie operations manager, Kevin Pressin.

Pressin had this to say about Tina’s situation: “Once commodity is accustomed into the home, we cannot action a refund. She knows our policy. She active the arrangement aback she came in here, and it was the aforementioned affair that we acquaint every added customer. If commodity goes wrong, you accept the appropriate to re-select and we will accord you a abundance credit. But there is no refund.”

Searching for added accessible solutions, I asked Pressin if there was addition bolt that ability be an advantage for Tina’s backup covers. I was told no. I again asked if Tina could get the cushions reupholstered and accept agreement from Bob’s. Again no.

When I asked Pressin for added capacity about Bob’s Bristles Year Goof Proof Plus Plan, he explained that barter accept bristles years absolute account calls with no added payment. Aback I inquired if that additionally meant Tina could appeal backup beanbag covers as abounding times as she capital during those bristles years, Pressin replied yes.

As Tina didn’t appetite to consistently alter her beanbag covers with covers of the aforementioned quality, she told me, “I’ve absitively to purchased a exclusive daybed from a aloft appliance store. I anticipate I’ll accord this appliance to Amicableness Industries.”

The accessible assignment from the aloft adverse bearings is this: Whether affairs a allotment of furniture, an commodity of clothing, or commodity in between, it’s consistently best to investigate up-front a store’s acquittance and assurance policies, as these are not questions you appetite answered afterwards an affair comes up.

Need help?

Send your questions, complaints, injustices and cavalcade account to HelpSquad@pioneerlocal.com.

Cathy Cunningham is a freelance columnist for Pioneer Press.

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