Blue Ridge Travel

Good Afternoon Revdex.com-
We are very sorry that we were not able to complete the
delivery on the first attempt.  We do
offer the dimensions both in the store and on line to try to eliminate this
from occurring.  We understand how
frustrating waiting for a delivery that can not be...

made can be.  Delivery teams do not get paid for a stop
that they can not make; it is in no ones best interest to have a delivery that
can not be completed.   We are not sure
why this would have been rescheduled with the same foundation.  We are very sorry that the second team
damaged the home in their attempt to complete the delivery. 
We have reached out to the depot that is responsible for
this claim and requested they update us on the claim status. 
 
Kindest Regards,
Tracy Sa[redacted]
Corporate Liaison
Bob’s Discount
Furniture

Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the inconvenience this  sales/delivery experience caused our customer.
There is no doubt after reviewing this complaint that we failed our customer on
several different levels and we remain very embarrassed regarding the...

failures
we caused to our customer.
 We can certainly understand
the customer’s frustration and acknowledge the reasons why the customer feels
they are owed something additional after the completion of their delivery. At
this time the customer’s account reflects that the new merchandise has been
successfully delivered as of 8.28.2015.
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. Normally we offer any type of additional apology in the form
of a Bobs Discount Furniture Gift Card because as a business we understand the
importance of earning our customer’s trust back and proving to our customer
that delivery failures are not part of the normal daily operations that have
helped us grow to be one of the largest furniture retailers in the U.S. We also
wish to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
While it is not normal procedure to so we do recognize that we
have failed our customer on some extreme levels  and we are willing to make an exception in
this case to work above our normal compensation guidelines and policies. The
customer’s account reflects that once the returning merchandise has been fully
checked into our warehouse a refund of $1095.39 will be made to the customer’s
original method of payment. This refund does not include the charge for the
initial delivery and given all the disappointment our customer has been thru
and during such an important time in her family’s life, I do not feel it is
fair that she be charged a delivery fee at all. I have listed one option below
that returns the delivery fee to our customer in full, if she is not willing to
give us another chance I cannot say that I blame her.
I have listed three (3) options below for the customer to choose
from for compensation. Please have the customer select (1) one option and
respond back to us via this Revdex.com channel:
:#1:
We will process a Bobs Discount Furniture Gift Card in the full
amount of the delivery fee paid ($229.99)
-Or-
Option #2:
 
We will process a Bobs Discount Furniture Gift Card for ½ the
amount of the delivery fee paid and refund the remaining ½ to the customer’s
original method of payment.
-Or-
Option #3:
We will process a refund to the customer’s original method of
payment in the full amount of the delivery fee paid ($229.99).
We look forward to hearing back from our customer and we apologize
again for the concerns our failures caused to her family.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Ms. [redacted],I have reviewed your account history with Bob's Discount Furniture as well as contacted our internal Guardian goof proof department to gain a better understanding of your recent claims.Goof proof is designed to provide coverage against most common types of in home...

accidental damage, when properly reported. There have been two claims filed since 2013; the first claim was reported in August and detail issues with the loveseat leaning to one side, springs popping out and a broken leg on the dining chair- all of which you stated occurred while the merchandise was being moved or in transit. That claim was denied for the following reasons; * Frame damage unless the result of a specific accident is not covered. *Damage that occurs during transit is not covered *The damage was not reported within the required timeframe.One year later you reported similar damage but because the previous damage had not been repaired, the claim was denied. Although the one year manufacturer warranty has expired, if you send photos of the loveseat we may be able to explore the option of service or parts. Pictures can be attached to this complaint.Thanks,[redacted]

Good Afternoon Revdex.com- We are very sorry; we are not sure what the customer’s concern is.  There are no notes in the purchase that he has called into customer care or the store to report any issues after having the exchange.   If the customer requires assistance we would need to know the nature of the issue.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint[redacted]
I am rejecting this response because:
As the pictures show the mattress is infact soiled and regular treatments of the truck does not help if a filthy mattress is on the truck with the furniture unwrapped currently! The entire delivery was horrendous and I’d like a refund of my delivery fee!  Drivers did not wear protective covers over shoes and tracked salt and snow on my new hardwood floors. The entire process has been unprofessional and unsatisfactory 
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]

Complaint: [redacted]
I am rejecting this response because:I as the customer would assume that YOUR trained employees would take the time to learn YOUR product and explain the warranty that I was buying better. They were the ones that told me that if ANYTHING happened to the couch I was covered. Also I was moving the couch in the living room and did not realize that it had gotten caught. Obviously I would have stopped had I noticed the tear. Also I did not call to open a complaint I asked a simple question about the warranty and [redacted] chose to open the complaint without my knowledge. Which according to my lawyer is illegal and I will be dealing with them in regards to that serious violation. Again I thought I was under warranty based on what your employee informed me of. I realize now I should have listened to everyone I know that told me not to waste my money with Bob's cheap products and read all of the reviews about your lack of customer service and never standing behind your name and your product. 
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry that this customer remains so
dissatisfied.  We have offered
compensation and we have offered to pickup for a full refund.  We will be explaining the steps we have taken
to any governing body the customer should choose to reach out to. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because: id like to know how it is not defective when I had 3 techs out for the same issue? First 2 techs attempted to fix the issue and the 3rd tech said it wasnt repairable and needed to be replaced. If a tech is sent out to resolve an issue, doesnt that mean they are out for a reason to fix or replace something? Which in turns means there can be something defective with the merchandise? Im not satisfied at all. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I didn't know that table glass isn't fixed. I found out after they put it together all pieces n told me because it's cold that is why glass is moving but it will not move after few hours however it didn't work. And glass on top of the end table still move easily. Sales person didn't told me that either because of there bad service I had cancelled my whole order. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:the offer of compensation was for a gift card to the store for $175 we no longer wish to purchase items from this business and did not accept the gift card.  I would accept a check for compensation for that same amount.   I feel that due to to the lack of responsibility taken by the company and feel the safety of my children is worth $175 and the problem has gone away. This goes much deeper than a $175 gift card and shows that bobs can continue to ignore the safety of its customers and the poorly built products placed in the homes of their customers.  I will continue to file complaints until it has been proven that bobs has changed its ways of conducting business.  They can start with cutting a $175 which is more about principal at this point rather than do a quick fix to make the situation go away.  
Sincerely,
[redacted]

Dear Revdex.com,
We are very sorry for any misunderstanding that has occurred.  We had offered to refund the delivery fee
back to Wells Fargo; the customer reached out to us through a different channel
and accepted that offer.  That refund has
already been processed.
We are very sorry that there was a medical concern that
made this error more difficult for the customer.  If the customer had reached out to us to
advise the mattress was not the one chosen in the store, the entire process
would have been handled differently.  We are
very sorry that the customer remains dissatisfied.
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

From: [redacted]] Sent: Tuesday, August 15, 2017 9:44 AM To: Revdex.com [redacted]g> Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint [redacted]   This compliant has been resolved. I have received a full...

refund

Good Afternoon [redacted],
I am sorry that you found our initial response to be
unsatisfactory. I must admit that I find your response confusing as the
protection plan you purchased is not managed by Bobs Discount Furniture
directly. Your protection plan is owned and managed thru [redacted] Protection
Products as depicted on the documents (invoice, Goof sales flyer-2012 & 2013,
and Bobs Trifold) provided to you during the time of purchase.
I do not know of any insurance plan (including the
ones I personally have on my automobile, electronics, and home appliances which
cost much more than this one) that covers absolutely any damage from any
scenario. There are terms and conditions involved with any insurance plan and
we support the fact that these terms and conditions must be adhered to in order
to keep resolutions fair for all consumers alike.
I have attached the
Goof Proof Sales flyer (commonly given to our customers who buy this protection
at the time of sale) from the plan you purchased. This flyer does depict ‘Accidental
Coverages are from a single incident’. This flyer also communicates that there
are some exclusion(s) to the protection plan and the document further
encourages the consumer to read their full plan documents for the list of
exclusions. As the manager of the plan, [redacted] is responsible for sending the
consumer the plan documents. Should the customer decide that they would like to
review the complete plan documents as the flyer suggests and they don’t have
these documents, we assume (as any retailer would) that the customer would then
try and obtain said documents for review. Had we been made aware of the need
for these terms and conditions we most certainly would have provided them upon
any request. As it is not typically a document we provide we literally have no
way of knowing whether the consumer has received the complete plan or not and
we see no reason not to trust that [redacted] is continually sending these
documents as many claims for coverage are routinely approved.
I have attached your [redacted] Warranty
Cards from both sales order numbers that I believe you are seeking assistance
on for your review. For the record, I have also attached the terms and
conditions page from the protection plan you purchased as most documents refer
to ensuring, as a consumer, this plan is reviewed in full.
Dresser –delivered on 01/29/2013:
I was able to look up the reasons
for denial associated with the dresser you made a claim on with [redacted] on
9.10.2015. There a combination of denial reasons stemming from accumulated
damage and the fact that you communicated that you did not know how the
discoloration to the wood occurred. These are all legitimate denial reasons
based on the terms of your protection plan. As you are posting on the Revdex.com and
demanding assistance directly thru the Bobs Discount Furniture channel and not
the [redacted] channel I again respectfully ask you to submit photos of the
damages you are trying to claim so we can research what courtesy options may be available to you from Bobs
Discount Furniture directly.
Recliner -delivered on 07/05/2012:
We stand behind the integrity of
our technicians and the reports that they provide us after reviewing the
furniture within its normal environment. As you maintain no active protection
for this recliner thru Bobs Discount Furniture we sent the technician out to
her home (at no charge) as graciousness because you are our valued customer. I apologize
that the condition of the recliner could not be corrected with service and that
you remain unhappy with the work our technician did to your sofa. Should you
wish to dispute the technician’s report and workmanship  I ask that you also submit photos of your
recliner and sofa so that I may review these with our Service Management Team
and respond with what, if any, courtesy options may be available to you for resolution.
Sincerely,
Stephanie A. G[redacted]
Bobs Discount Furniture
Corporate Customer Care 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.
We do not guarantee the delivery window.  We can not guarantee this estimate four hour
window as there are many things that can...

happen throughout the day.  A delivery team might get caught in traffic,
have a flat tire or get redirected due to construction.  There are too many variables to be able to
make a guarantee.  We did give the customer
an estimated four hour window.  We also
offer the on line delivery tracker to every customer. This enables a customer
to track the team’s progress.  This
updates with every stop the customer makes. 
We do not offer compensation for a team being just out of
timeframe.  The customer has already been
offered and accepted a $75 store credit, which is on the account and
available. 
 
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

Complaint: [redacted]
I am rejecting this response because:[redacted] is inside of Bob's Discount Furniture, so both businesses are sleeping in the same, shall we say.Part of my issue also, as I've stated before, I still do not have any of those papers, even though I've requested them several times.With that said, I've also filed a complaint with the attorney general. I'll also be speaking with a news station, consumers need to be made aware  of how things are ran at both Bob's and [redacted] because the untrained staff certainly does not.
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry that the customer is unhappy with the
purchase.  They did receive package
pricing on the [redacted] Loveseat and Chair. 
That price could not have included the [redacted] Otto.   The three pieces separately would be:
[redacted] Chair and a Half- $349    [redacted] Otto – $299    [redacted] Loveseat -$399 
The customer paid $699 for the loveseat and chair. 
The merchandise was reviewed with the customer at time of
purchase and the customer signed the sales order stating that they agreed with
the pieces and the purchase price.  Any
concerns with the pieces could have been corrected then.   The package cost would have been increased
due to the addition of another piece.  We are very sorry; the only recourse we can
offer is the one that has already been offered. 
We can offer the $50 gift card as a token of apology for the customer’s
frustration. 
 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We apologize that this is an ongoing issue for this
customer.  It appears that there may be
some confusion or blurring between the two sides of [redacted] Plus
insurance. 
The [redacted] Insurance Company that covers
accidental damages does cover all 50 states. 
This customer is not reporting an accident.  So it would not fall under that category.
Bobs coverage is spelled out on the back of every
customer’s sales order.  It does clearly
state that we have to have a technician report for all manufacturing defects
reported.  It also states at the bottom
that this is in effect in our serviceable area only.
Because this customer has moved out of our service
area, we are very limited on what we will be able to offer.  This offer is as a courtesy, moving from the
service area does nullify the service contract and we are under no obligation
under the terms of the contract to offer anything.  I do believe though that we can come to an
agreement with this customer. 
The purchase price on this set was $999, we are
offering a refund of 40% of that amount to be issued as a corporate check.  This would be $399.60.  This is the only offer we can make, as we are
already stepping outside of policy.  This
amount would void any further manufacturing warranty.  It would still be covered for accidents
through [redacted].
SERVICE POLICY
We guarantee that
our new products will be free from factory defects for one year from date of
delivery or pickup. Our mattresses and motion furniture may carry additional
factory guarantees. You 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 you. If the Service Technician determines that
the factory defect is not serviceable, we will replace the affected item, one
time. If the item is no longer available, you may reselect to other merchandise
or we will refund the purchase price. In the event of a reselection we will
charge or credit you for any price difference between the original and the
re-selected item. Merchandise purchased from our “Pit” or Clearance Centers
that is not brand new/factory fresh is excluded from these factory defect
guarantees. Normal wear and tear or customer-caused problems are also excluded.
Service can only be provided within our
serviceable area to the original purchaser as stated on your sales receipt.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture

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 2.6.15 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.  We sent two different techs to the home in June.  Neither tech found there to be any manufacturing defects.  Both techs reported the bed was showing normal wear and was up to manufacturing standards.  We are very sorry; we would not be able to offer to replace a bed that has no defects.    Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because: Yes the right side rail when standing at the foot of the bed was fixed in May 2016. When our dresser had an issue it was not fixed either. We actually had to get rid of it and get a new one. We have now submitted a claim for the left side rail when standing at the foot of the bed via email as indicated to us by a Bob’s Representative on Jan 9 with pictures of the bed rail which has cracked in exactly the same manner that it did in May 2016 and the following day. Jan 10 we received an email stating that this is not a manufacturing defect and could not be fixed and we should therefore get in touch with [redacted]. We did and they have also denied the claim stating that IT IS a manufacturing issue and should be fixed by Bob’s. Our frustration lies in that this issue is exactly the same as what happened in May 2016 to the opposite side rail which was fixed without an issue and I simply don’t understand why this claim is being denied and we’re being bounced back and forth from Bob’s Goof proof to [redacted]. We were told when purchasing our merchandise that in purchasing this insurance and warranty any issue could be fixed and we feel deceived and mislead. In addition I called bobs after receiving the email in order to get a better explanation of why our claim was denied and I spent 45 mins speaking with someone who constantly put me on hold to speak to her supervisor to in the end direct me to the website. No one has yet to answer why it was no issue having this fixed before and it’s being denied now. 
Sincerely,
[redacted]