Blue Ridge Travel

Good Morning Revdex.com-
We are very sorry that this set did not
live up to the customer’s expectations As these are not manufacturing defects we are
not obligated to make any offer of resolution In an extreme effort to meet this consumer’s
demands for resolution we will make a one
time only courtesy offer for
resolution (listed below)
Should the customer wish to accept this offer they
must first accept through the Revdex.com mediation site to release the credit. They are then able to contact any of our
stores for reselection. Advice the store
there is a credit in the system, the store will schedule the new delivery at
the same time as the pickup, ensuring the customer will have a piece in the
home.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%This 100% will
be based off of the original cost paid for the table and chairs only As with all courtesy reselections the customer
would be responsible for the new delivery fee
Kindest
Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Tell us why here

Complaint: ***
I am rejecting this response because:I have received two damaged sofa's in a matter of six months that according to Bobs technicians were unable to repair due to manufacture defectthis store sells defective furniture and I do not want to continue to go through this headache of having damaged furniture exchanged for anotheri would also like to add that their delivery company charged me additional fees to bring the second sofa to my housestating that it didn't fit through my doorwhen the first one had no problem being deliveredI can understand one sofa being damaged but the fact that this is the second one is unheard ofI am not going to pick out another defective piece of furniture to continue to go through this headachetheir policy is a scamwhen one purchases new furniture the expectation is that it is NEW and not defective that it has to be replaced twiceI want nothing to do with this stores defective products
Sincerely,
*** ***

Good Morning Revdex.com-
We are very sorry that this Mason sofa did
not live up to the customer’s expectationsWe do show that the service the customer is
referencing did occur in March and the customer called in to report the
loose arm in November 2016. In the eight
months between
the part installation and the customer reporting to us the
concern no issues were reported on the piece.
There are many ways arms become loose in the home, pulling the sofa to
clean and sitting on the armrest are the most common
In an extreme effort to meet this
consumer’s demands for resolution we will make a one time only courtesy offer
for resolution (listed below)Should the customer wish to accept this offer
they are able to answer the Revdex.com back that it is accepted and the reselection
will be created and made available. The
technician that was in the home deemed the piece was showing
wear for a piece in the home being used for about a year and a half
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different sofa we will provide a credit (store credit) of 80%This 80% will
be based off of the original cost paid for the sofa only, this will be a store credit
of $plus taxesAs with all courtesy
reselections the customer would be responsible for the new delivery feeWe will pick up the Mason sofa the day the new
merchandise is delivered.
Kindest
Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***Bob's came to my home again today 3/15/3rd time without fixing the problem without the correct part for the Sofa and their customer service person Mellissa started that the previous reports did not state that the sofa needed a MOTORThey continue to lie about getting the correct part for this Sofa while this is the tech that came out to the house and unable to fix the problemI spoke with Tech Dany T*** who started that the chair is under manufacturing Warrant and therefore there should not be a problem to fix however this is the attempt of incompetence I have ever seenI would like my money back and the sofa out of my house.Melissa from customer service stated that the part available and will take another daysI asked for someone to pick up the mechanism that they delivered to my home and was told that they will pick up the big box from my living room on 3/18/The motor will be *** to my home within 5-day because the part is available and will be shipped todayI asked to speak to her supervisor and was put on hold from 10:to 11:and had to hang the telephone up because I knew that they were avoiding meThey do not stand behind their products because this will be months since purchasing the Sofa and only able to use it for one month. After 1/hour Courtney came to phone, she was the most helpful so far but cannot do anything about the issue

I would not of ordered this living room set without the ottoman now I'm stuck with an incomplete setAnd not once has the manager called me or left me a messageI don,t know what number he is calling but it could not be mine which is ###-###-####. I don,t want another ottoman that doesn't,t match the set I haveSo a refund seems to be my only option. I also received an email from Tracy S*** stating my delivery fee would be refunded also in the form of a Bob,s gift cardSince I will no longer buy anything from Bob,s I would prefer that amount also be refunded.
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 Afternoon Revdex.com- Due to the intricate nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution. The customer has accepted our offer and will reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to
our attention We are sincerely sorry this was not immediately taken care of for the customer. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com-
Bob’s offers the
absolute best value available at our price point. We also offer the customer our service
guarantee. If a customer reports any
issues that may be manufacturing in nature during the warranty period, we will
send one of our factory trained
technicians free of charge. The technician will report to us the nature
of the issue. If it is an issue that the
tech can correct on the spot, they will.
If the issue is manufacturing in nature and requires parts, we will
order the parts and have a tech install those parts. If the issue is manufacturing in nature and
parts and service will not correct the issue, we will then offer
replacement. This statement is reviewed
at time of purchase; it is on every customer’s sales order, signed by the
customer at time of purchase. It is one
of the best warranties in the furniture business and Bob’s stands behind this
100%.
We are sincerely sorry
that this customer is not completely satisfied with the Alex set purchased in
2016. We have offered the customer
service, which they have refused. We
have offered the customer reselection or exchange, which was also refused. These are the options available to the
customer. Please see attached photos
that the customer submitted to us. There
are spots where the stuffing is coming through the seams, this is clear. We can offer parts and service or reselection
only for these issues. I have attached
the customer’s sales order as well. This
has the service policy and return policy highlighted. This was reviewed and signed at time of
purchase.
SERVICE
POLICY
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickupOur mattresses and motion furniture may carry
additional factory guaranteesYou must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians to inspect the item
and service it to factory standards at no cost to youIf the Service
Technician determines that the factory defect is not serviceable, we will
replace the affected item, one timeIf the item is no longer available, you
may reselect to other merchandise or we will refund the purchase priceIn the
event of a reselection we will charge or credit you for any price difference
between the original and the re-selected itemMerchandise purchased from our
“Outlet” or Clearance Centers that is not brand new/factory fresh is excluded
from these factory defect guaranteeswear and tear or customer-caused
problems are also excludedService can only be provided within our serviceable
area to the original purchaser as stated on your sales receipt
Call
Bob's at ###-###-#### to report factory defects to your Merchandise
Our Customer Care Department is available 6:AM to 8:PM Monday through
Saturday and 10:AM to 7:PM Sunday
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: ***
I am rejecting this response because: the technician stayed he could not order parts due to they no longer make this sectional so I am stuck with a defective sofa that no one can sit on because they will fall through where the sofa cannot connectSo I am stuck! My bar is STILL broken and when the technician came to my home I was covered and yet no one knew to whom I should call to get it fixed? The last response from this lying furniture company states exactly the same thing that it could be fixedThey did not even address the bar in this response! They are deceptive and I will be taking their responses to a lawyerI spent a lot of money on both peices of furniture and cannot use eitherI would like my furniture replaced immediately
Sincerely,
*** ***

Good Afternoon Revdex.com-
We are sorry that this customer continues to be
dissatisfied. Unfortunately the issue
seems to be the term accidental. Damage
is deemed accidental only if it could not have been prevented. Tossing keys on to a finished surface is a
preventable act, where tripping and falling into a piece would be accidental There are many examples of what can be termed
accidental and what would be preventable.
There is no issue with accountability on the part of ***. We would not expect as a business partner for
*** to take responsibility for a damage that was not accidental in nature
This warranty 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 warranty 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.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with us It appears this concern has been handled
poorly, the call in question will be pulled for review and training. We are very sorry that
this mis-communication
has caused the customer more pain
I see that this customer has already spoken with one of
my colleagues and it appears the customer will be returning the bed for a
refund This is scheduled for pickup on
9.16.16. The refund to *** *** will
be processed once the merchandise has been returned
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

Complaint: [redacted]
I am rejecting this response because: How is this resolving anything? It took me 5 business days to get my $964 back that I paid in 1 day
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry.  It
maybe that the purchase was under a different name, but I can not locate any
records.  If the customer would like this
pursued further, we would need information to match to the account.
Sincerely,
Tracy S[redacted]
Corporate Liaison
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 us. I see that this customer has already spoken with my colleague and it appears the customer will be working closely with [redacted] to rectify the situation and reach...

a satisfactory outcome.  The reselection credit has been set up and the customer can go back to the store and reselect to something that will better suite them.   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[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

Good Afternoon Revdex.com,
After a complete review of [redacted] account I felt it
necessary to contact our customer and establish a direct channel for
communications. I spoke with [redacted] this afternoon (7.8.2015) and I am
currently in the process of reviewing this concern in more detail to see how...

we
can assist our customer on a direct basis.
At this time [redacted] has agreed to email me photos of her
furniture, after a review of these photos I am prepared to personally follow up
with [redacted] to explain what type of one time courtesy offer we are able to
provide.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate 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. There was an error on
the delivery paperwork that has now been corrected.
I see that this customer has already spoken with my
colleague...

and it appears the customer will be working with Linnea 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[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
Please pass on our apologies to Mr. and Mrs. [redacted] for the
inconvenience the delivery team’s negligence has caused and may continue to
cause them. We assure Mr. and Mrs. [redacted] that their property claim has been
correctly filed with the third party trucking company...

involved and we will
ensure the obvious coaching concerns presented are addressed accordingly.
As their property claim is being handled by the trucking company
that caused the damages, Mr. and Mrs. [redacted] can expect follow up from that
third party and not Bobs Discount Furniture directly. Per our contractual
agreements with this trucking company they are owed a fair chance to process
resolution on their claim prior to Bobs Discount Furniture inserting ourselves
into a situation where it is most likely unnecessary and could ultimately cause
confusion or a delay in response to the customer.
I did send a message on Mr. and Mrs. [redacted]’s behalf and received the
following response from the trucking company responsible for this claim (I have
removed the agent’s last name in order to protect their security in this public
channel):
From:
[redacted] [mailto:[redacted]
Sent: Tuesday, November 10, 2015 3:10 PM
To: G[redacted], Stephanie
Good Afternoon All,
       
I have talked to Mr. [redacted] about having a manager come to his home tomorrow
( 11/11/15 ) between 10:00am and 10:30am to look at the damage as well as take
a photo of the damage. We will address how we will resolve this matter
once this has been completed and update everyone accordingly.
Thank you,
   [redacted]
We encourage the customer to continue communications with the representative(s)
handling his claim via the trucking company.
We apologize again to our customer for the inconveniences this
concern causes them and remain confident in the trucking company’s ability to
address the damage caused directly with the claimant.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

I don't blame you for being very upset with us and on behalf of
Bobs Discount Furniture I extend my sincerest apologies.  I know and
acknowledge how unpleasant this entire ordeal has been for you and while I know
this is your Bobs experience I assure you that we would not be continuing...

to
grow if all our customers were met with so much disappointment during such an
important purchase.
Looking at your account I can not believe no one has offered you a
refund before now.   It is unthinkable to
put a customer through this many deliveries, reselections and services.  I am so sorry.  This has all been over a one year span?  Truly unbelievable, and yet, you have had to
live through it.  I will absolutely not
require you to take another delivery.  If
you would like me to cancel the exchange that has been scheduled for 2/23/16 we
can certainly pick up the merchandise for a refund.  We would be refunding back you [redacted]
I need to know from you what pieces you want to return.  I need to know if you want us to just pick up
the [redacted], or would you like other pieces you have bought over the year
picked up as well?
Please advise on how you would like this to proceed,
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
can certainly understand the customer’s frustration.
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary...

focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us. While it is not normal procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our normal compensation guidelines and policies.
We have already processed the entire delivery fee back as a refund
for the extreme inconveniences.  We are
very sorry that the part order was scheduled like it was a service, wasting the
customer’s valuable time.  We have
reached out to the manager of the parts department to expedite this part
order. 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Afternoon Revdex.com- We agree with the customer, this does appear to be manufacturing in nature.  We are very sorry that this was not already rectified.  We have set up an exchange on the chaise.  If the customer could call at their earliest convenience any agent or store employee...

can schedule the paperwork that was just created.  The new order is # [redacted]  This is in stock an available to be scheduled  on Wednesdays, Thursdays or Fridays.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com- We are very sorry that this was a disappointing experience.  We have picked up the merchandise and the customer has already received and cashed the refund check.  We are very sorry we were not able to satisfy this customer.  Sincerely, [redacted] Corporate...

Liaison Bob’s Discount Furniture Tell us why here...