Blue Ridge Travel

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 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 delivered on 2.15.16 and at the time of purchase, the customer purchased the option of Goof Proof...

Plus.  This protection plan 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 plan is through a third party company, [redacted].  [redacted] covers the merchandise damage resulting from a single accident.  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 everyday use, misuse or abuse of the merchandise.  The customer reported to [redacted] that the kids were playing with the dog and the dog’s nail scratched the sofa.  This is not an accident.  It was not denied because the customer was honest.  It was denied because the damage was not the result of an accident.  [redacted] covers accidents.  We are very sorry, it is not a relatable accident.   Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture   Tell us why here...

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

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]

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

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,
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

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

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

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

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]

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 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 is dissatisfied with the offer that was made.  The customer’s bed was deemed defective by our technician.  The bed is no longer being manufactured.  As a retailor and not a manufacturer, we are not able to control when a...

manufacturer chooses to discontinue a product.  If the bed was still available, we would have just replaced it.  As it is not available, the customer was set up for a reselection credit for EXACTLY what they paid for the bed, plus taxes.  The Goof Proof plan allows for a one time replacement of the bed, so the plan has been fulfilled.  The customer was offered exactly the cost of the bed to reselect to a different bed.  That is the only offer that we would be able to make.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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 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 purchased on 2.6.15 and at the time of purchase, the customer purchased the option of [redacted]...

[redacted].  This protection plan 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 plan is through a third party company, [redacted].  [redacted] covers the merchandise damage resulting from a single accident.  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 everyday use, misuse or abuse of the merchandise.  The customer has stated that they took apart the back cushions and now they are not happy with the appearance of the piece.  As this was purchased almost two and a half years ago, we cannot question the salesperson as to the conversation that took place.  We are surprised the customer can remember it but we are sure the salesperson would not be able to.  We can refer to the policy.  Taking the casings apart is not a manufacturing defect, it is a purposeful act.  It is not a onetime accident, so the claim through [redacted] was denied.  We are very sorry, we cannot resolution on a concern that is neither manufacturing nor is it damage resulting from a single accident.    Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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.
I would like to make a few things clear though to a Bob's. We know that the furniture is distressed this is what we liked about it however the cracks and scrapes are not part of the distressed look. Also, my wife has asked for a delivery for after 6pm on Monday night March 21st and when called we received a 1:15-5:15 window. We called about this and they said well that is our last time that we have for that day which just means that they didn't want to push the time after 6pm since we were the last stop in the area.  When asked about a time after 6pm it was stated that we may not get this and it is times that they get and can not accommodate. I then asked if I wanted to just schedule a time for you to pick u the furniture can I do that and I was told no we don't do that. I asked so if it comes broken forever I just get to keep going through this and Heather said we would just finite to deliver the furniture until it wasnt broken.  Which is a ridiculous response so I would just continue this forever. Uncertain if that means that you are looking to make your customers satisfied in any part of this. 
Sincerely,
[redacted]