Blue Ridge Travel

Good Morning Revdex.com,
I feel terrible after reading
that our customer feels our responses lacked any empathy towards their concern.
We are most certainly empathetic and remain very sorry that our customer is
experiencing the concern they are. Our business offers coverage against...

manufacturing
defects, this is stated on the sales receipt and the information we provide
about the [redacted], and our customer isn’t communicating that they
have any concern from a defect.
Please see our service
professional’s report/record below (the customer is taking full responsibility
for the damage present).
Tech Denardo
138pm-current
72"
Lest side facing arm of sofa collapsed, cracked wood
Non-repairable
Customer caused/good condition otherwise
Spoke with: CHRISTOPHER- states he has screws in his foot so he
does have to put all his weight on the arms to get up. Wants to get the sofas
replaced. Apologized but explained the tech stated these are not manufacturer
defects. He is confirming he caused these damages. Unfortunately no recourse we
can offer....cgahner
Above Comments Added By CGAHNER ( CGahner ) On 01/12/2016 at 14:49
After researching this customer’s
concern it appears that the merchandise has been used against its manufacturing
specifications and the arm cracking is not
the result of a factory defect or an accidental incident. We remain very sorry
that our customer is dealing with this concern and if we could have offered a
repair on-site I assure our customer that we would have. As a retailer we are
unable to take ownership for concerns that are present from accumulated use
within the home.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
Please pass on our sincerest apologies
for the disappointment our customer is experiencing with their product.
Our records indicate that the living room furniture was
delivered on 01/21/2012 and the first report of concern made to us was on 03/21/2015, over three...

years later. A service technician
was dispatched to our customer’s home on 4.3.2015 and found no cause of
manufacturing defect within the sofa or loveseat. Regretfully most businesses
are unable to take back and refund merchandise after three years for customer
preference or normal wear/tear concerns. It is completely normal for any
furniture to experience a loss in seating resiliency and for top grain leather
to experience fading over years of normal usage. Should the customer be
experiencing an actual defect in workmanship Bobs Discount Furniture is happy
to address this concern once it is fully reported to us.
In regards to the dining room table we remain very sorry that after multiple
delivery attempts in December of 2014 we couldn’t deliver our customer a
satisfactory table. As a business we worked outside of our normal policies and
offered this customer a 20% refund on the cost of the table. This option was
fully accepted by the customer as a satisfactory resolution for this concern on
12/13/2015.
As soon as we were made aware of the
defect in the customer’s dining room
chairs (4.3.2014) we scheduled to have the seats replaced with factory
fresh parts, when the customer called back and told us they didn’t want to wait
for the parts to arrive we agreed to schedule an even exchange for the customer
and completed this even exchange, on our first delivery attempt, on 05/09/2015.
Our customer spoke with our Customer Care
call center on 7.08.2015 to report that they are again unhappy with the dining room chairs. We made a
valid effort to address our customers concern directly under their warranty and
scheduled a service appointment to occur within the same week.  On 7.11.2015 our service technician reported
that there are no defects in workmanship with the current dining room chairs in
the home. The customer’s seats are up to manufacturing standards and even
though there are no defects in the new chairs- we did offer to order the
customer new seats and the customer refused this offer of consideration.
We do not deny that the customer has
experienced failures on their dining
room furniture and while we acknowledge that these failures are the
result of delivery damages or defects Bobs Discount Furniture has ultimately
addressed and resolved these failures with our customer as soon as they were
reported to us.
As a final offer of extreme courtesy we can place a store credit into the customer’s account which will
allow the customer to reselect to a new dining room set. This store credit will
be based off of the amount the customer originally paid to us (less the 20%
refund that was granted previously on the table) and we will expect to remove
the current dining room set on the same date we deliver the new dining room
furniture. As a formal form of our apology and because we truly want our
customer to be happy with their merchandise, we will also offer to cover the
cost of the new delivery fee associated with the new merchandise.
Should the customer wish to accept our
offer please ask that they respond thru Revdex.com as ‘satisfactory’ and they can
expect the appropriate paperwork to be set up in their account thereafter.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry that the customer remains dissatisfied.  As the pieces are far outside of warranty we
are unable to offer any resolution.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon [redacted]
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.
Our records further indicate that your purchase was made with an electronic
check.  We do require the time to receive
those funds from the banking institution before we can release a refund to a
customer.  We absolutely apologize if
this was not fully explained to you at the time the order was canceled.  This is the industry standard for all retail
companies. 
When you went back into the store they requested a stop payment on
the check to issue a cash refund at your request.  The stop payment went through and the store
was prepared to grant the cash refund. 
Our records indicate that you did not return to the store for the cash
refund so a new check was processed to you on 7.1.16.  As the stop payment was done at your request
in order to go outside of policy and give you a cash refund, we would not be
able to cover any additional fees. 
We are sorry that this entire ordeal was unpleasant for you and
your mother.  This is not the conduct we
would ever expect from a member of the Bob’s family and this will be investigated.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

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...

Good Morning Revdex.com-
We are sorry that proper procedure has not been followed in regards to
this customers merchandise issues.  This
has caused delay in having this rectified. 
We do have service available for this customer, in their area.   It is an out of zone...

service and is handled
differently, but it is available.  We
have a contract with a company in this area for technicians.  Due to it being so far from any of our
warehouses and our stock of supplies, we would need photos of the damages
before we can schedule any techs.  We
would not want to waste a customer’s time scheduling a technician that does not
have necessary supplies.
Once photos have been submitted through the Revdex.com mediation service we can
offer either the service to correct the issues or other resolutions if our
service department feels the pieces would not be able to be brought up to
manufacturing standards.  We will be
taking into account that these pieces have been moved from original delivery
address.
Please submit at least 2 photos of each damage, one close up, one from a
distance so we can verify it is the merchandise on the order.
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 Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We had already been made aware of the customer’s concern
through another avenue; we have reached out to the customer to discuss our
offer of resolution.  We will be working
with the customer directly until the service is complete and we have a
resolution to...

offer.  Thank you for
bringing this to our attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com-
We are so sorry that this has still not been corrected for this
customer.  The team that did the delivery
reported that only the assembly hardware was missing, not the hardware and the
castors.  We absolutely believed, going
off of this information that the tech was going to be able to complete the
assembly for this customer.   We have
sent the four castors out to the customer; they are on the [redacted] truck today,
4/8/16.  I have already set up the
installation service, as soon as the customer confirms that they have received
the four castors they can call in to schedule the installation. 
We will of course be refunding the delivery fee for this
order.  That paperwork has already been
created.   We can offer the customer an
additional compensation of a Bob’s gift card. 
We can offer this customer an ECard in the amount of $100 for failing to
have the bed properly assembled.
Please reply through the Revdex.com mediation service if you accept this
compensation so it can be created and call into customer care to schedule the
service, once the four castors are in your possession.
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon [redacted],
We sincerely apologize for any
miscommunication that occurred during the time of sale to cause us to write up
one king mattress instead of the two you allege to have confirmed with your
salesperson. Bobs Discount Furniture does not support or practice deceptive
sales...

techniques like the one you have listed here. I assure you that from the
start you have been receiving the exact merchandise you were charged for. While
we remain regretful that the purchase of two mattresses differs in cost from
the purchase of one mattress we have worked above and beyond our normal
procedures to provide you with a genuine form of our apology.
As a business our main focus is to get
you the product you purchased in good condition and any additional form of
compensation after the original agreement has been fulfilled is at our business’s
internal discretion.
Normally we offer any type of additional
apology in the form of a Bobs Discount Furniture Gift Card because as a retailer
we understand the importance of earning our customer’s trust back and proving
to our customer that sales failures are not part of the normal daily operations
that have helped us grow to be one of the largest furniture retailer 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.
Our retail location took direct ownership
for the mistake that occurred and provided you with a $229.99 refund to your
original method of payment as compensation for our sales error. At this time we
stand behind this offer of apology as adequate however due to the frustrations you
are expressing, we will make an additional offer of apology to you in the form
of a Bobs Discount Furniture Gift Card for $75.00. Should you 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 with
use of this gift card.
 
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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]

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 Bobs furniture continues to work to resolve this as promised
Sincerely, **
[redacted]

Complaint: [redacted]
I am rejecting this response because:
you pulled one call out of how many times I called ? I have called numerous other times and have NEVER received a call back after your customer service reps, advice me, that they "promise for me to get a call back" did any of your "management" call me back. can you pull the calls on the call backs ? that I was supposed to get. you pulled ONE call and not the other maybe 4 or 5 that I called back on. can you pull the call on what the service guys told me when I spoke to them at my house.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the rips aren't from stains! I called about the defects to the couch that was never fixed after we bought it and BOB's sent out 2 repair men separate time and one of the repair guys said this couch wasn't made incorrectly and not much can be done to fix it, and that it's a manufacturer issue. The call to guardian was about the rip, which did not happen from stains. That makes no sense. I did tell guardian I want the couple of stains to be cleaned up if they sent someone put to fix the rips seeing it was in the time frame of making a claim. the stains happened but wasn't my concern. My concern is the rip and broken board and nails coming out of the couch which have been stated to BOB's and guardian since receiving the couch. And they offered me to PURCHASE couch cushions, which I'm not paying I already paid for the warranty, it should be covered. It's nice how they couldn't find the information on the purchase for weeks, left all the problems out, and only stated a tiny part of the conversation where I was told I could purchase covers. Very unprofessional. 
Sincerely,
[redacted]

Revdex.com:
Bobs response is purely mentioning all the problems they have as a business running its operations. The complaint was that they dint care enough about the customer and the delivery personnel was rather in a hurry than to understand the situation the customer was in. I request my order to be cancelled and the amount to be refunded (1575.70). If they cannot compensate for the personal trauma ($500) this has caused my family, then its fine as I no longer want to do business with Bobs. I have already purchased another merchandise from a different furniture store.
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: once again Bob's Discount furniture store representative has lied and they did not refund my money on January 19, 2017.   It's clear to anyone that there was no special order or request and I have been continuously given a difficult time.
Sincerely,
[redacted]

Good afternoon Revdex.com,
Please pass on our sincerest apologies for the inconvenience the
damaged product continues to cause our customer. We can certainly understand
the customer’s frustration and acknowledge the reasons why the customer feels
they are owed something additional after their...

concerns have been resolved.
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.
At this time we are looking forward to completely resolving this
customer’s concern on 12.04.2015 as our records reflect that a replacement item
has been scheduled for delivery on this date. Should the customer still be
seeking a further apology amount from us they will be able to speak with our
Customer Care Office prior to the delivery team leaving their residence on
12.04.2015. We will review the account and at that time determine what type of
compensation we are able to offer.
We apologize again to our customer that we failed in completing
the expected service resolution on 11.24.2015 and assure our customer that we
are working at full capacity to get them their chest in pristine, fully functional
condition.
Kindest Regards,
Stephanie A. G[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 it is being accepted with reluctance. I am only accepting since the check has been received. Nothing Bob's can do will ever alleviate the impression this isn't a normal process they practice - continue to drag out a claim so the customer gives up out of frustration.  Additionally what has been lacking through this entire experience is a sincere apology from anyone involved.   I'm sure it's obvious I will never purchase anything from the company however, I will definitely share my inexcusable experience.
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are sincerely sorry that this customer was frustrated by the service they received.  We can completely understand that frustration.  The customer received brand new merchandise, a high ticket item and it immediately stopped working.  We were able to rush the...

new motor out.  The customer is scheduled for an installation service on 11.29.17.  We fully expect this service to rectify the concern.  We do believe that the customer is entitled to receive compensation for the weeks the customer has not been able to use the bed and the number of times we have had to inconvenience the customer with appointments.  We ask that the customer calls in once the installation has been completed and requests an account review for compensation.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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

Complaint: [redacted]
I am rejecting this response because: This was not a manufactures warranty we are disputing. It has to do with the Bob's "[redacted] warranty that this business is offering. I would not have bought the warranty if I had known Bob's would find some excuse not to honor their warranty. I feel they are just trying to get out of honoring their useless warranty.
Sincerely,
[redacted]