Blue Ridge Travel

Dear Revdex.com,
We are very sorry that this customer is experiencing issues with the Charlotte
set.  We do see the customer made the
purchase in February of 2015.  This
manufacturer does have an excellent manufacturing warranty on the merchandise,
we would need a technician to come...

to the home to investigate and report if it
is a manufacturing defect. 
Please call customer care to set up a service to have a
technician come out to take photos and report back to us if the damage is a
manufacturing defect. 
 
Kindest Regards,
                                        ...⇄ /> Tracy Sanborn
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are sorry that customer is frustrated.  Discoloration is not a manufacturing defect.  We are willing to review photos if the customer would like to send them through the Revdex.com.  We would not waste time sending a technician as this is not a repairable concern.  We would be happy to review photos if the customer would like to send them through the Revdex.com.  The coverage for [redacted] is for Manufacturing defects and damage that is the result of a single accident.  Discoloration and dye transfer do not fall under either category.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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 made
in September 2013 and at that time the customer purchased the option of...

[redacted] 
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.  In determining there is a manufacturing
defect we would offer parts and service first.
The other side of this warranty is through a third party
company, [redacted].  [redacted] 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. 
We support our technicians. 
Our technicians are well trained and we count on them to be our eyes in
the field.  We do have a process in place
for a customer disputing a technicians finding. 
We ask that the customer send it photos to us for review.  We welcome this customer to submit photos
through the Revdex.com mediation service to support their claim that this damage is
manufacturing in nature and did not result in an accident or misuse.    Please submit a minimum of 2 photos.  One photo close up of the damage and one from
a few feet back showing the overall condition of the pieces in the home.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com,
Please pass on our sincerest
apologies for all the disappointments our customer has experienced with this
purchase. The delivery address posted shows a very long purchasing history with
our business and I apologize again to  our customer for the lack of care that...

was
applied to their present concern overall.
Our records indicate that we have
already resolved this concern directly and as of 1.27.2016 our customer was
approved to return the delivered mattress and foundation for a refund.

Good Afternoon
Revdex.com,
I
have personally remained in contact with this customer via phone/email on
nearly a daily basis. I take full ownership for any inconvenience any member of
our organization may have caused and I personally ensured that [redacted] received her
special order merchandise on 1.5.2016. [redacted] called me directly and advised me
of the concern she has posted here and I addressed it with the utmost priority
as soon as she made me aware of it.
I have
just finished processing [redacted]’s agreed upon compensation for the special
order lead time miscommunication and will be sending the customer a direct
email to verify this shortly.
While
I appreciate your assistance in mediation the customer has not disclosed to me
at any point in time that she is unhappy with my level of service or the steps I
am continually taking to resolve her concerns. At this time please let the Revdex.com
record state that our organization is fully responding and continuing to
resolve any and all concerns presented to us from this customer.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison

Good Afternoon Revdex.com- We are very sorry that this paperwork was not processed correctly.  This error has created an unacceptable delay in the customer receiving their refund.  This has been corrected; the check will be cut and mailed from our Connecticut office on 7.5.17.  The...

customer should have it by early next week.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Morning Cheryl-
We are sincerely sorry for
all of the issues you have experienced with this table.  I absolutely agree you are entitled to a
refund under our policy.  I have changed
the return that is set up for you and scheduled for 4/7/16.  We do not keep customer...

credit card
information on file, so you would need to call the store today or early
tomorrow to add the credit card number to prevent any delay in the refund
process.  In an effort to be fair I have
included half of the original delivery fee paid in the refund as well.
We will absolutely take it
back for a refund.
I have created all the necessary paperwork for you in
advance in an effort to make this as easy for you as possible – please call the
store and provide them with the original method of payment [redacted] Once the pick up is completed
and the credit card number is entered into the transactions the refund(s)
should process back to you within 5-7 business days.
o   
Anytime after 10am and before 9pm Dial ###-###-####
o   
Press the number one (1) on your keypad when you hear
Bobs voice.
o   
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this
order number: [redacted]
o   
At that point they will take the credit card
information and complete the processing.
Kindest Regards,
Tracy S[redacted]
Corporate Customer Care Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
The customer has a $137.93 deficit from the
mattress.  The customer was given store
credit to return two pieces and only returned one.  This created a deficit on the account.  There are several comments left from agents
on several different dates and times that state the customer is reporting that
someone offered her an additional gift card yesterday.  There are no notes from anyone actually
offering another gift card on top of the several she has been given.  If the customer can provide the date and time
of this call or the employees name that made the offer we can research
further.  Without that information we
just have several calls from the customer stating someone offered more to her,
yesterday. 
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com-
We are very sorry that this
customer is unhappy with the purchase that was made.   This merchandise was purchased from our
Outlet area in the store and was sold “as is, no warranty”.   This merchandise is clearly marked in the
store and kept in a...

separate area to avoid any confusion. 
The sales
order the customer signed is noted in two separate areas with this policy,
please see attached.  In the notes the
sales person added it is marked under Special Instructions “ No Service,
Warranties or Returns” and in the last page of the sales order, reviewed and
signed at time of purchase, in the area marked as SERVICE POLICY
 
The customer was fully aware of the price on the sales order
and that there was the policy in the Outlet of no returns, refunds or
warranties.  We are very sorry that they
felt rushed at the time of purchase but in that case the best solution would
have been to stop the sale and return at another time when they had time to
better review the concerns. 
 
We can not hypothesize now what might have transpired in the
store.  It may have been the sales person
believed the customer was looking to purchase 3 not 4 pieces.  What is certain is there are four pieces on
the sales order, at a very deep discount off the original price.  That is the sales order that was signed at
the time of purchase and the order that the credit card was charged for.  In addition the customer returned the
following day to pickup the four pieces. 
If they felt they were being treated unfairly, they could have canceled
the order for a full refund.  Once the
order has been picked up and finalized, we are not able to make any adjustments
or accommodations.. 
 
Best Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. The delivery address is the address listed in the complaint. The 7 times I’ve called and spoke with agents they located me just fine using my address and phone number. So I find it hard to believe that I can no longer be found using those methods. Considering I just called 20 seconds ago to verify that my account can be found using those methods. In any case it was delivered to my address at [redacted]. The name might have been under [redacted]. But the rep told me she found it using [redacted]. And the bedroom set is the two twin [redacted] beds. 2 mattresses. 2 night stands and a media dresser. 
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are very sorry that the customer is frustrated.  The techs all carry standard size slats and support legs.  The techs did not find there was any manufacturing defect.  The added slats and support legs because the customer requested them.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com- We are very sorry that this has been going on longer than it should have been.  This claim should have been denied after reviewing the photos.  We have reviewed the photos closely.  The damage to the floor appears to be very old damage.  The damage from a...

mechanism hitting the floor would be clear back and forth lines in the wood.  This damage does not reflect that back and forth pattern.  It is a group of scratches clustered together. In addition, the tech took a picture of the chair before he started the work, sitting against the wall, next to a little table.  The damage to the floor is in front of the fireplace.  The chair was not sitting in front of the fireplace.  We are very sorry; we cannot accept the financial responsibility for damage that was not the result of our furniture.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because:Good afternoon,I am rejecting this because yes they did contact me via email, however did nothing to  rectify  the situation other then offer to call me when the same table comes into their pit location in the furture.Very poor service
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I was told from bob's discount furniture at the time of the purchase that if I payed for the extended warranty I was covered for 5 years for accidental cuts burns and this was an accidental cut.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Good Afternoon Revdex.com,
Please pass on our sincere apologies to this customer for these issues.  We have set the paperwork for the vanity to
be exchanged and get this customer a brand new one. 
I was able to speak
with our insurance partner as well.  They
said they had...

offered to repay the customer for the cost of the damaged perfume
bottles, but the customer refused, stating they were working with the Revdex.com.  We will refund the customer in the amount of
$204 for these two damaged bottles.  The
paperwork has been created; the customer can either call the store or customer
care to schedule the exchange and to add the credit card information to the
return.  Either card used on the original
sale can be refunded.
We are very sorry for
the damage and the pain the glass dropping has caused the customer.
Kindest Regards,
Tracy N. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
Due to the nature of this complaint, we have reached out to
the customer directly to discuss our offer to take over this claim for
processing.  We would need the customer to
forward an estimate and photos to us to enable us to resolve the claim.  We are...

sincerely sorry for the delay in
rectifying this claim. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because: I don't feel they offered enough compensation to make up for the many errors and inconveniences that I suffered due to their mistakes.
Sincerely,
[redacted]

Good Morning Revdex.com,
I have contacted this customer via telephone today (8.11.2015) and
advised them of my direct number for further contact should they wish.
I am very embarrassed about the poor service our customer received
from us regarding this concern and have entered in the...

reselection credit as
they have requested.
The customer can provide their salesperson with this credit
number: [redacted] when they visit our store to pick out their new chairs and I sincerely
apologize again for the manner in which their concern was initially handled.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com,
While we apologize to our customer for any disappointment they have experienced
while using their protection plan this dispute is in relation to a claim for
service through an entirely different business ([redacted] Protection Products).
In an effort to ensure our...

customer’s claim was handled fairly I was able to
obtain the denial reasoning of the damage in reference to this claim.   The claim was denied due to the customer
calling in that they did not know how the damaged occurred or when.
[redacted] has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied.
While we truly wish we could, we are unable to force another business into
overturning a claim.
Bobs Discount Furniture’s responsibility under the [redacted] Plan
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale).
We did order the new glass insert on
1/21/15.  The customer came in to the
store to change the address to deliver to on 3/8/15.  They went to the customer’s ship to
address.  The new tenant called us to let
us know, but said they would not return them to [redacted]. 
We called the customer at the phone
number on the account to discuss the issues with them,
2nd attempt- follow up-lmom Above
Comments Added On 01/11/2016 at 13:38
3rd attempt- follow up-lmom Above
Comments Added On 01/14/2016 at 14:28
4th attempt-lmom Above Comments Added
On 01/16/2016 at 09:24
5th attempt-lmom Above Comments Added
On 01/18/2016 at 13:56
The customer called in to us on
3/11/16 to advise that they still needed the glass inserts, which were ordered at
that time, and to advise that [redacted] had told them the table was left off the
coverage.  That was also corrected at
that time. 
We would not be able to exchange the
set at this time, if this customer is having any other issues that they believe
to be manufacturing in nature we would be able to offer a service to correct
any manufacturing defects.
As for the issue with the financing,
this customer’s purchase was not enough to qualify for the 12 months interest
free.  I see on the original sale there
were several sets added and rejected.  It
is possible that at one point the customer may have had a large enough sale to
qualify for the 12 months interest free category, but upon rejecting several
items, it dropped down to the 6 months interest free.   Please see the financing information that is
provided by each store when the customer applies, it clearly shows what
category this sale falls into. 
Please consider that this customer
entered into a financing agreement with [redacted] directly and Bobs Discount
Furniture provided documentations and expressed this in writing at the time of
sale. Any amount of interest or financing charges is not under the discretion
of Bobs Discount Furniture to charge or remove. The customer did have possession
of this merchandise for a certain amount of time and [redacted] may consider
this a necessary reason to charge interest on the items. The customer would
need to speak to the financing company directly for further information on
credit reporting and interest charges as Bobs Discount Furniture is the
retailer, not the financing company.
My Bob’s Card provided by [redacted]
·        
6 Months special
financing from the date of delivery on any purchase of $399 or
more!
·        
12 Months special
financing from the date of delivery on any purchase of $1200 or
more!
·        
Upon Credit Approval
you will receive an available revolving credit line you can use immediately.
·        
Use your Bob's Credit
to Finance purchases Online and In Store
·        
Finance Stocked
Merchandise, Outlet Merchandise, Delivery Charges, and even my [redacted] Protection!
·        
No Money Down
·        
Minimum Monthly
Payments Required
·        
To APPLY NOW, click
the link below and follow the easy step-by-step instructions!
1. No interest if paid in full within 6
months!
For orders $399 or over
Interest
will be charged to your account from the purchase date if the purchase balance
is not paid in full within the promotional period.*
·        
Promotional Plan #
1145
·        
For orders $399 or
over.
·        
This option is best
for those who wish to pay the purchase balance in full within 6 months.
*The
Bob's Discount Furniture credit card is issued by [redacted] Financial
National Bank. Special terms apply to qualifying purchases of $399 or more
charged with approved credit at participating merchants. Minimum monthly
payments are required during the promotional (special terms)
period. Interest will be charged to your account from the purchase date at
the APR for Purchases if the purchase balance is not paid in full within the
promotional period. Paying only the minimum monthly payment will not pay off
the purchase balance before the end of the promotional period. For new
accounts, the APR for Purchases is 28.99%. If you are charged interest in any
billing cycle, the minimum interest charge will be $1.00. This information is
accurate as of 01/06/2016 and is subject to change. For current information,
call us at ###-###-####.
2. No interest if paid in full within 12
months!
For orders $1200 or over
Interest
will be charged to your account from the purchase date if the purchase balance
is not paid in full within the promotional period.**
·        
Promotional plan #
1015
·        
For orders $1200 or
over.
·        
This option is best
for those who wish to pay the purchase balance in full within 12 months.
**The Bob's Discount
Furniture credit card is issued by [redacted] Financial National Bank. Special
terms apply to qualifying purchases of $1200 or more charged with approved
credit at participating merchants. Minimum monthly payments are required during
the promotional (special terms) period. Interest will be charged to your
account from the purchase date at the APR for Purchases if the purchase balance
is not paid in full within the promotional period. Paying only the minimum
monthly payment will not pay off the purchase balance before the end of the
promotional period.  For new accounts, the APR for Purchases is 28.99%.If
you are charged interest in any billing cycle, the minimum interest charge will
be $1.00. This information is accurate as of 01/06/2016 and is subject to
change. For current information, call us at ###-###-####.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison