I was still in the process organizing my living room when my sofa was delivered. I subsequently noticed that there was a small damaged spot on the back of the sofa behind the pillow (the nap was missing).
I phoned customer service and was referred to the Goof Proof Protection plan that I had purchased. When I called them I was told by their rep that the coverage doesn't start until the one year warranty has expired and that I should call customer service again. And that Bob's is always trying to get out of honoring their warranty. I phoned Bob's again and was told that since I hadn't reported the defect within the 3-day period there was nothing that they could do to remedy the situation.
The rep also implied that I should create a story about accidental damage to get it covered by the Goof Proof plan. When I told her I wasn't comfortable lying about this she told me that there was nothing that they could do for me.
Unfortunately this is a lesson learned. I will not be a repeat customer.