Blue Ridge Travel

Complaint: [redacted]
I am rejecting this response because:1. I am not sure who to trust or whose word to take on the warranty information. The first customer service person to whom I spoke said that the warranty was just 1 year. The next 3-4 customer service persons said that it was 3 years for bonded leather and that it expired in January 2016. I spoke to a manager in the Customer service team and even she mentioned that it was 3 years and that it expired in January 2016. Then I spoke to a store manager in [redacted] Bob's location and they mentioned that it is 5 years for bonded leather and now I am being told again that the warranty is just 1 year and that it had expired 2 years ago. So I am not sure who to trust or whose word to take.2. Bob's Discount furniture had changed their plan from Bob's Goof Proof Protection plan to Goof Proof Plus plan in April 2013 (Information I got from customer service). As per the initial plan the manufacturer warranty would be 3 years which was changed to 5 years in the Goof Proof Plus plan. Now this was just 2 months after me purchasing furniture from them. I purchased the furniture in January 2013. So if they change something in the middle of a year then I would expect that they would atleast cover the customers who bought in the same year. Now the price for both plans was the same and the furniture was the same. When I asked the same thing to the customer service they said that they called all customers and were provided an option to switch over to the new Goof Proof Plus plan but I never received any call from any Bob's customer service team till date. Had I received that call, I would have changed my plan and would not have to go through all this as the furniture would have been covered and would have been replaced by now. 3. The statements in the initial resolution were very misleading. It said "If I choose to reselect sofa of different material then you would offer me 60% store credit". But it was not mentioned that no matter what I choose I would only get 60% store credit. This should have been clearly mentioned so that there would have been no chance for confusion or mislead. I read that resolution like 15-20 times to understand what it was saying and finally came to that conclusion. So its not my fault for thinking that way. The response should have been more clear. 4. I have referred more than 20 customers to Bob's as I like the furniture a lot and all those customers have bought furniture from you. The first time I had an issue with my furniture and the very first time I call customer service I am facing all these issues. How can I refer any more people to you if this is the kind of customer service I would get?Sincerely,[redacted]

Good Afternoon Revdex.com-
We are very sorry for the continued frustration with this
order.  We are not able to make a
compensation offer with the delivery still pending.  Compensation can be offered only once the
delivery has been completed and the customer is happy with what is in the
home.  We normally offer all compensation
as a Bob’s Gift Card.  In this customer’s
case, we will make the assurance that if the customer would prefer, we will
make the offer as a refund to the [redacted] account. Once the delivery is made on 12.22.16 we ask
the customer to call in for an account review for compensation.  We have noted the account to reflect that the
offer can be made as a refund to [redacted] if the customer prefers.  Again, we are sorry; we will need to wait
until the order is completely delivered before we can offer compensation for
these failures.  We do need to look at
all aspects of the order, including how long it has taken us to fulfill the
order before deciding on the amount. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com,
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.
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial...

reasoning and photos of the damage in reference to this
claim.
This customer did file a claim with [redacted] for damages to the sofa and
loveseat.  [redacted] covers accidental damages
only.  This claim was denied as the
damages were reported with unknown cause/ origin.  The customer reported she did not know when
or how the damages occurred.  This can
not be accidental.
Bob’s sent a technician to the home most recently on
April 29, 2016.  This technician reported
that the sofa had damages that are not manufacturing defects.  There are damages that were caused in the
home.  There is a hole in a seat casing,
there is a hole on the seat decking that the customer put duct tape to cover,
he found the piece is not defective the cushions are up to standards there is
no frame damage, but has not been well maintained.  He did submit photos which support his
report.  Those photos are attached.
[redacted] covers the pieces for five years.  If there is a manufacturing defect it comes
through Bob’s.  If there is an accidental
damage it goes through [redacted].  There
is no coverage for wear.  If this
customer would like to purchase seat cores I would be willing to set up a part
order at a discount. 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because: It took that long for my granddaughter to start getting bit by the bed bugs. They are isolated to the chair and the professional exterminater said they are from the chair and were still in there. he has been to my house every 2 weeks since dec 22 and is still finding them in the chair. not in my bedroom or anywhere else in the house. . he also said he would write a statement saying that and has been in business for 35 years. I want the chair refunded to me and If possible I want reimbursed for the price of the exterminater of 750.00. I am a senior citizen on disability and social security and don't appreciate it.  I also have proof from my granddaughters doctors. something has to be done about this for I am not rich and went there to buy furniture and got the screws put to me. thank you
Sincerely,
[redacted]

Good Afternoon Revdex.com,
Please pass on our sincerest apologies to the customer
for the disappointments they have experienced from us. I certainly don’t blame our
customer for being upset with us and assure our customer that we stand behind
the value of our merchandise and never intended to...

let them down. In reviewing
the customer’s account I find no open or pending concerns as our records
indicate we have processed a return of all associated funds to the customer’s
financing account. Bobs Discount Furniture does not directly report to any
credit bureau for any customer and regretfully we have no governing power over
the actions of [redacted].
We apologize to our customer again for any and all
mistakes that have caused them inconvenience and convey that our greatest defeat
is and will remain loosing their trust in our business.

Good Morning Revdex.com,
We certainly apologize for any type of confusion presented at the
time of sale regarding our return policy and will address the allegation this
customer has made regarding their sales person’s presentation.
Our return policy and service policy is clearly outlined and
signed as agreed to by our customers prior to the close of the sale. While we
understand our customer’s frustration this concern stems from a minor cosmetic
nature and can be fully corrected with a replacement item at no charge to our
customer. The high quality of this product’s material make up remains strong,
most furniture in today’s marketplace is
built in mass quantities at the manufacturing facility which does allow for a
small percentage of manufacturing defects to occur. While we agree that the
individual sofa delivered to this consumer is experiencing a defect concern, it
does not make the entire line of product from the vendor poor quality nor do
the other pieces (with no reported measurable concerns) from this sale order
deserve to have their quality called into question.
We have taken responsibility and ownership for this concern,
directly offering more than one option for recourse to our customer.
·        
We are more than willing to exchange the sofa
(affected item) at no cost to our customer.
-OR-
·        
We will upgrade our original reselection offer
(which already includes our business taking back pieces with no concern –above the
stated /signed policy document given at time of sale) to reflect full store
credit instead of the 90% originally offered for the loveseat and chair.
We are absolutely addressing our customer’s concerns in a fair and
adequate manner and remain proactive in our original promise to deliver them
home furnishings that they are happy with.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com-
We have reached out to this customer directly
to discuss options.  We are awaiting
their response....


Kindest
Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are sincerely sorry.  We are gratified that the store manager was willing and able to assist with your concerns.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because: I did not reject the first shipment because I was not satisfied. The delivery team said they would not deliver because it would not fit through a 36" door. The biggest entry door I have produced as I am a contractor. When I called Kevin the manager at the store, I was told that they could have taken the backs off and delivered. A second date was set up. Again costing me another day from work.  The 2nd shipment was defective.  The sofas were broken. In regards to the first order that I purchased at the end of 2014. Bob's Discount has acknowledged that this line of Sofa's had serious quality defects. They started to peel and crack and only got worst. I am barely home 2 times a month. That is why they gave me a credit for a reselection. At this point a reselection is out of the question as I will never do business with this company. I want a full refund for defective merchandise that they have acknowledged was a problem. Since they refuse to return my money for defective material on their part, then I see no recourse but to proceed with a lawsuit.  What bothers me even more is that the Revdex.com is giving them an A plus rating with close to 200 complaints and only a handful of satisfied customers. That is atrocious. 
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are very sorry for the misunderstandings and delays.  We do see that a technician was sent to the home 5.18.17.  It appears the issue has been resolved.  We ask the customer to reply back to the Revdex.com if they are happy with the result or they still need...

assistance.  If the customer is happy with the result and the chest does not need to be replaced, we would like to offer compensation for the delay in having this rectified.  We are only able to offer compensation once the customer is happy with all pieces in the home and no further action is required.  If no further action is required in reference to the Chest, the customer can call in for an account review for compensation.  We have notated the customer’s account with our offer.  If further action is required for the chest, we ask the customer to reply back to the Revdex.com with that information.  In that case, compensation will be offered once the next step is completed.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com-
We are very sorry we failed this customer.  It is unacceptable that the merchandise was
taken out of the home without new merchandise to replace it.  We have reached out to this customer directly
with our offer of resolution.  We deeply
regret the...

inconvenience we caused. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because: you still have not addressed the fact that several of your employees misrepresented the alleged policy, we never received a call back from a manager as we were advised would be the case, and I do not want an ecard if that is a Bobs giftcard, as I do not ever want to have to deal with Bobs again. I am still requiring refund of a portion of my money back above and beyond the delivery fee. I would like for a manager to contact either me or my husband to discuss the matter further. Our contact numbers are on file with the company.
Sincerely,
[redacted]

Good Morning Revdex.com,
We have been in
contact with this customer through other channels.  We have addressed her concerns and have set
up the exchanges of damaged merchandise. Thank you for bringing this to our
attention.
Kindest Regards,
Tracy S[redacted]
Corporate...

Liaison
Bob’s Discount Furniture

Revdex.com:Tell Bob's I am not an it.  I read the disclosure and it is misleading.  I have already joined the Class Action Lawsuit against them.
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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], I am not satisfied but will accept response. For the future, I will not shop at Bob's Discount Furniture as I believe it is unfair how I have to pay fees for the non damaged furniture that is a matching set with the damaged furniture. Also, I have tried calling to schedule an appointment and was on the line over 30 minutes. I will have to try again. 
Sincerely,
[redacted]

Good Morning Revdex.com, We are very sorry for the concern represented in this complaint.  We have reviewed all information available on this account examples- tech reports, photos, [redacted] claims, notes.  We agree that this piece appears to be defective and would like to offer a Bob’s store...

credit to reselect to a different piece. We are willing to offer this customer a one time option for reselection (store credit to pick a different set). Please see below for the option outline, should the customer wish to accept this offer they can respond to us via this Revdex.com channel as ‘Satisfied’. We will have a retail representative reach out to the customer to make them aware of their active credit after the Revdex.com claim has been fully closed. Option for resolution: We will offer the customer a credit of 100% of merchandise cost.  Taxes will also be included.    This store credit will allow the customer to reselect to a different set whose material makeup may fit their needs and longevity expectations better. The credit is active now and will be active until 7.25.17.  Once the customer has visited a showroom to make their reselection (within the next two months) we will remove the current merchandise they have in their possession on the same date we deliver the new selection.   There will be no new delivery fee charged.   If the customer chooses a set that is more expensive, they would be responsible for the difference in cost.  The [redacted] Protection plan covers unlimited parts and service.  The plan covers a onetime replacement.  In offering this reselection, the plan is fulfilled.  I look forward to hearing back from the customer and apologize again that they have spent any of their valuable time on solving their furniture concerns. Kindest Regards, Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

Complaint: 1[redacted]
I am rejecting this response because:While I understand what the policy is the representative provided me a dollar amount for the store credit and stated that I would receive free delivery.  I should receive the dollar amount verbally provided to my by Pharrel. We are arguing over $160.00 that your rep informed me I would get in store credit.  At this time I am still looking for the full credit $1924 including free delivery.We were thrilled to purchase a new living set from Bob's.  We even found it awesome that they stood behind their product when it broke.  We have lost the excitement about Bob's and will be sure to share with everyone and everyone our dissatisfaction.  We know our initial purchase is not a lot for you to loose but we are confident that we will not be back to finish furnishing our new home.  We will also ensure that no one that we know shops or purchases from Bob's.   
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 September 29, 2012.  At the time the sale was created the customer purchased Goof Proof.  This gave the customer...

coverage for a period of five years for damage that was the result of a single relatable accident, through [redacted].  No claim had been made by the customer for any accident through [redacted]. This merchandise came with a one year warranty against manufacturing defects.  The first report of any concern with the merchandise was made on 12.8.17 more than five years after delivery.  Unfortunately, this is not a repairable concern.  This peeling the customer is reporting does not affect all of our customers.  It is not a manufacturing defect.  It does occur in some environments and so as a company, Bob’s made the decision that any customer that reported the concern within five years of the delivery would receive a percentage of the original purchase price, on the pieces affected by the peeling.  We are very sorry, as this merchandise is over five years old, we would not be able to offer any resolution.  Kindest Regards, Tracy S[redacted] Bobs Discount Furniture, Corporate Customer Care Liaison   Tell us why here...

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Diana to
rectify the...

situation and reach a satisfactory outcome.
 
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: A gift card is not an acceptable compensation, as it is a compulsion to keep buying products that I neither need nor want from a store that I desire no further relationship with.  I request a credit to my account, thus reducing the amount that I owe.  I will not be paying the delivery fee for my order, so please take that off my account balance. Sincerely,
[redacted]