Blue Ridge Travel

Good Afternoon [redacted]
I sincerely apologize for the inconvenience
the availability of your part order has caused you. I can understand your
frustration.   I truly wish we could get this merchandise to
you sooner than the current scheduled date of June.
Parts are ordered...

directly from the vendor,
they are not something we keep in stock. 
As we do not manufacture merchandise ourselves, we are forced to rely on
our vendors to ship parts when necessary.
We have reached out to this customer directly
via phone and email and offered possible solutions for this part issue.  We are very sorry we have disappointed this
customer. 
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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- We are very sorry that this customer was so dissatisfied with the service they received.  Unfortunately, the necessary paperwork was not filed during the delivery to show one piece had come back.  We had to conduct an investigation.  The customer was looking for...

it to be corrected quickly.  We were able to complete the delivery two weeks after the initial delivery.  We can assure this customer that this was being worked on, while the agents he spoke with could not provide him with the immediate answers, they were sending the correct documentation to the correct department.   We would be willing to offer the customer a small token of apology for the two weeks he was missing one end table.  We would be willing to put a $50 store credit on the customer’s account for a future purchase.   If the customer would like to accept this offer, they can reply to the Revdex.com they accept and we will create the paperwork.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Dear Revdex.com,I spoke with Mr. [redacted] on June 10, 2015 and expressed his concerns with the quality of the drawers on the chest  and dresser, as well as the frame of the queen size bed. Mr. [redacted] states that the issues with the bed and drawers occurred shortly after the 2013...

delivery however, there are no notes on the account reflecting these issues.Although the one year manufacturer warranty has expired, I asked that he send photos of the drawers so that we could determine if our technician can either repair them drawers or if replacement parts are needed. In regard to the bed frame, Mr. [redacted] has discarded all but the headboard, therefore we are unable to inspect it and determine the cause of the damage.  In our effort to provide the best possible customer service, given the [redacted] dissatisfaction, I have offered to issue a gift card to be used toward the purchase of one of our conventional metal frames or a new bed.  Mr.[redacted], will speak with his wife and either call or email me back.Thanks[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-
We did reach out to the customer we left a voicemail on the
phone number on this account 2.2.17 at 2:28pm. 
We then emailed the customer at the email address on this account at
2:41.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are very sorry that the customer remains dissatisfied.  We are not able to offer any additional compensation. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com,
We are very sorry if this customer is having issues with 2
different sets.  There is no mention of
any issues being called in on the Magnum set that was delivered to a different customer
at a completely different address.  If
there is an issue with this set as well, we would need photos for our internal
records before offering any resolution. 
Please submit photos to the Revdex.com mediation site of the Magnum set on
order [redacted]that was delivered to Staten Island.
-Minimum 4 Photos of the Sofa and Loveseat:
               
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of each piece
               
- 1 Picture that clearly shows the entire back surface (seats, outside backs) ]
 - 1 Picture that clearly shows the damage
marks at close range
           -1 Picture that clearly shows the damage marks
at a distance
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer.
 Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Afternoon Revdex.com-
We are very sorry for the issue represented in this
claim.  We had our technician to the customer’s
home 12.8.16.  The technician confirmed
that these are not the correct leaves for the table.  As each table has custom leaves specifically
for the table,...

we are not able to replace just the leaves.  We have set up for the table top to be
replaced.  We are currently out of stock
on this table. We are receiving new
stock on this set in January and have allocated a table for this customer.  We apologize for the delay in replacing this
table. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com,Please thank our customer for sending thru the requested evidence.As indicated previously we are a business and like any other and we absolutely do make mistakes, we take full responsibility for our mistake in this scenario and seek only to make it right by our customer....

Through research and with the evidence our customer graciously provided we have discovered that during the month that lapsed in between the sale of this article number and the actual delivery our stock was changed and our customer was never properly notified. While this circumstance is extreme and rare we completely understand the level of failure our customer has experienced due to our lack of care.We spoke with this customer directly on 5.29.2015 and accepted ownership for our failure, offered our apologies and a direct offer of resolution at that time which was ultimately declined by our customer. We acknowledge the reason why our customer felt necessary to escalate this concern and have posted several offers for resolution below for our customer’s review. The customer is welcome to respond to us via this Revdex.com mediation channel or to me directly should they prefer at [redacted]As the information previously requested regarding our severe coaching concern was not posted in the customer’s last response I will ask again:                                If the customer can also provide the dates, times, and names of the representatives he claims called him an inappropriate name that would greatly help us investigate this concern further. We do not support name calling as a form of customer care and are truly embarrassed by this accusation.Option 1:We will remove the merchandise from the customer’s home and provide a refund based on the purchase price.-Or-Option 2:The customer may keep the current merchandise with all of its associated warranties and we will refund 50% of the cost of the merchandise to the customer’s original method of payment-Or-Option 3:We will provide the customer with a store credit, based on the price originally paid for the merchandise, so that they can reselect to an item that meets the qualifications they were initially seeking. We will expect to remove the current merchandise on the same date we deliver the new selection. We will also apply an additional $100.00 store credit to this option as a further form of our apology (the $100.00 Bobs Gift Card was the original offer made to our customer back in May of this year).Should our customer find any of these options to be an acceptable way of moving onward we look forward to their response with which option they feel suits them best.Kindest Regards,Stephanie A. G[redacted]Bobs Discount FurnitureCustomer Care Corporate Liaison

Good Afternoon Revdex.com,
We apologize that the customer was unhappy
with the service that they received.  We
have offered compensation and that compensation was accepted as final
compensation.  If the customer wishes to
pursue this further they would need to pursue this through...

legal channels. 
Any internal actions taken within the
company are confidential, we would not share the details of any disciplinary action
with a customer.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Thank you Revdex.com for working with BOB's to find a resolution. The refund has been credited to my account
Sincerely,
[redacted]

Good
Afternoon [redacted]
I
am very sorry for the disappointment you are experiencing with your bonded
leather set. I assure you that Bobs Discount Furniture cares very much to
satisfy all our customers and we stand behind the quality of our products even
after the expiration of our one...

year guarantee period.
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
adhesive. Over 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 backing. Bonded 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 you continue to
purchase/maintain bonded leather furniture in your home regretfully peeling can
occur based on the nature of this material’s manufacturing process.  You
have had this set for over four years and in that four year period our records
indicate that you had not reported any issues before January 2016. The Bobs
warranty on your merchandise expired over three years ago and as this concern
does not stem from a factory defect in the product’s workmanship and is viewed
as normal wear and tear industry wide, we are able to make a store credit offer
to from a place of extreme courtesy and care. As with most protection plans the [redacted]
Plan purchased does not cover normal wear and tear this courtesy option is not
in relation to the plan purchased as it is being offered to you by Bobs
directly.
If you would like to reselect to a different set, made of a different material
that may fit your furniture needs better we can offer to credit you 60% of the
original cost you paid for both the [redacted] sectional, this would be a
reselection credit.  We would waive a new
delivery fee and expect to pick up the [redacted] set when we deliver the new
pieces.
Please
let me know if this option for resolution is acceptable to you and I will
process the necessary paperwork and have our retail location contact you to
make you aware of your available credit.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because: I will take the $25 dollar gift card. Please send it to the address on file. Just to note I am not satisfied and I will not be shopping with you in the future. I will also share my experience with friends and family members.
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 Morning Revdex.com-
Bobs Discount Furniture is
prepared to offer you a courtesy service for repair. In accepting this service
please know that this service will be provided on a best effort basis only.
This means we will do our absolute best to touch up the damages present and
cannot/ will not be held liable for future occurrences of damages or
workmanship deterioration on this merchandise. We take great pride in our
technician’s quality workmanship and are happy to provide this merchandise is
out of warranty.  Providing all facts
within this scenario this is the best offer Bobs Discount Furniture has to make
at this time.
When this set was purchased the
insurance that was purchased was [redacted]. 
This policy covered the customer for five years on accidental damages
only. (please see attached copy)  If a customer has damage that occurred through
a single incident or accident the customer submits a claim through the third
party.  [redacted] reviews claim details
and provides what resolution they feel necessary.  The pieces came with a one year warranty for
manufacturing defects.  That year ended
three years ago.  The parts are no longer
made by the manufacturer.  The only recourse we are able to offer is the
best effort service. 
Should you wish to accept our
offer for resolution, please reach out to us through this Revdex.com channel or via
our Customer Care Offices at ###-###-#### (Mon- Sat/6:30a – 8:00p).
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Dear Revdex.com,
We are very sorry for any continued
misunderstanding.  Per our Parts
department manager, we are not able to offer the legs to this customer.  This is not a part the Bob’s carries.  Per the manufacturer this is not a part they offer. 
If this customer would like to try to reach out to the
manufacturer, [redacted] they maybe able to assist in replacing the legs.
 
Kindest Regards,
                                        ...⇄ /> Tracy Sanborn
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because:Bob's discount furniture uses deceptive motivation to sell this extra insurance through [redacted] which I'm sure they get compensated for it. When the salesperson explains it it sounds really good and that is the reason we spent $299.00 for it.First of all we were not provided with this brochure they have enclosed in their response. Secondly I did not report our pet had urinated on the sofa. I reported our pet vomited on the sofa. Bob's response to my complain sounds like we purposely attempted to move the furniture and damaged it. That is because it didn't happened personally to them. The frustration of not bring able to remove the piece of furniture and on top of that Bob discount Furniture supporting their claim is outrageous because this morning October 26,2016 at 8:30am I received a phone call from Bob's discount Corporate office asking for a recap of events. The woman affirmed the incident should be covered because it was an accident and it happened at the property where furniture was delivered. She said she would call [redacted] and see what she could do.  Therefore it contradicts the answer they are providing to the Revdex.com.We purchase this so called insurance in case of accidents. Now we suffered an accident and they are denying honoring. This insurance should be called [redacted] denial insurance and Bob's furniture store should stop selling their policies because it is reflecting on them too.
Sincerely,
[redacted]

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 February
2012.  At the time the sale was created
the customer purchased [redacted].  This covered
the...

set for 5 years against accidental damage. 
An accident as determined by [redacted] Insurance being a specific
incident that causes damage that is reported within 30 days of the occurrence.  The Kendall II set came with a manufacturing
warranty for 1 year against defects.  The
issues reported are not from a single incident causing damage.  It does not fall into the plan guidelines,
please see attached [redacted] flyer for reference.  The customer did not submit a claim against
the insurance that they purchased.  The
customer called Bob’s and we tried to get parts for them. Those parts are no
longer available from the manufacturer. 
We would be happy to schedule a service
technician to come out and stuff the cushions; this would be a “Best Effort
Service” only.  The customer can call
into customer care ###-###-#### and schedule the service.  A Best Effort Service is the tech will try to
rectify the issue on site, does not include parts.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison

Good Afternoon Revdex.com- We are very sorry that the customer is dissatisfied with the wait time for the part.  The customer reported to us her sister had her foot on the stretcher and it broke.  This is not a manufacturing defect.  It is damage caused in the home.  We offered the stretcher as a courtesy.  It is a solution that is an easy remedy for us to offer.  We will not be replacing an 8 piece chair set due to a damage that was caused in the home.    Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...