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have changed my plan and would not have to go through all this as the furniture would have been covered and would have been replaced by now. 3.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,
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 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 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 4.1.14 and at the time of purchase, the customer purchased the option...

of
[redacted] Plus. 
This warranty 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 warranty is through a third party
company, [redacted]  [redacted] covers the
merchandise for accidental damages. 
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. 
Our technician was in the home to as the pieces on
7.27.16.  The technician reported back to
us that the pieces are normal and up to standards.  He did submit photos of the pieces that support
this report.  We would not be offering a
replacement on pieces that have no manufacturing defects.  
I have attached the photos the technician took and a copy of
the [redacted] Plus flyer the customer was given at time of purchase, for
review. 
 
Kindest Regards,
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

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 Pam to rectify the situation and reach a...

satisfactory outcome.  The reselection credit is set up in the system for the customer to use.   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 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 Jennifer to rectify the situation and...

reach a satisfactory outcome.  The customer has reselected to other merchandise that we hope will be more comfortable.    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 Tell us why here...

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 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: while I will accept the exchange piece tomorrow (4/6/2016), I do not feel that $150 is an acceptable compensation for the delays and lack of quality within the product AND their customer service department over the past six months. The responsibility falls solely on Bob's in this case. I did everything I could to follow up and express my concerns and to mitigate this situation before contacting the Revdex.com.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I completely disagree with the employees being properly trained, if that were the case, we wouldn't be in this situation. To put an end to this nonsense, I asked to pay it off in full so I could be done with it. $950.00 to own it? Really? Purchase price was 999.00! So this company is saying I've only paid 40.00 since March? This is an absolute rip off and if any of the procedure was explained clearly, nobody in their right mind would agree. I certainly hope can come to a better agreement than this. 
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry for the delay and miscommunications this
customer has experienced.  I can see that
this customer has had to call in several times and has been given different
information.
 I have created the
refund for the part order.  Please...

reach
out with the original card used ([redacted]) as we can only see the last 4
digits for security purposes.  The refund
number is [redacted]
I have been in contact with our parts department manager.
They have in turn contacted the manufacturer. 
The manufacturer no longer makes this bed and has no legs to send
us.  The manufacturer advised that they
do not have any similar legs, where the holes would line up correctly.   We are sorry, but per the manufacturer, we
have no recourse to offer. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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 for the concern addressed in this complaint.  We have reviewed the photos the customer had sent in.  We do want to make it clear, this set is not leather.  It is a fabric that is made to have the visual characteristics of leather.  The...

customer should not be using any leather care products on this set.  The damage to the piece appears to be a splatter pattern.  We have reviewed the photos with the service managers.  While we agree that it appears that the damage is from a fluid splashing on the back casing, we cannot state with complete certainty that is the cause.  Due to this level of uncertainty, we will offer a onetime courtesy exchange.  The paperwork has been created for this exchange the customer can call into customer care at their earliest convenience to schedule the exchange.  The new order number is # [redacted] Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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: [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 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...

Good Morning Revdex.com,
We responded to the concern directly to this customer’s
email from our offices today (Tuesday, July 28, 2015 10:29 AM).
Regretfully there is no record of
the initial phone call that this claimant alleges to have reported on day of
delivery (7.08.2015). The first...

record we have of any property damage report is
from nineteen days after delivery. In  an
effort to help this claimant move forward we have filed the property claim as
of today 7.28.2015 and following all normal property claim processing
procedures the claim has been sent to the third party trucking company who
allegedly caused this damage.
We assure the claimant that their concern as reported on
7.27.2015 has been correctly filed with the third party trucking company
involved and we will ensure the obvious coaching concerns presented are
addressed accordingly.
As this property claim is being handled by the trucking company
that caused the damages, the claimant can expect follow up from that third
party and not Bobs Discount Furniture directly. This trucking company is owed a
fair chance to process resolution on their claim prior to Bobs Discount
Furniture asserting ourselves into a situation where it is most likely
unnecessary.
I have personally ensured that the trucking company involved is
aware of this claimant’s concern and need for follow up. I have provided the
third party with the customer’s contact information as it was provided to the
Revdex.com.
Should the customer wish to speak with the party directly handling
their claim I have listed the appropriate contact information below:
[redacted]
Office
Administrator
[redacted] Companies
[redacted]   [redacted]

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]

Good Morning Mr. [redacted],Thank you for choosing Bob's Discount Furniture for your bedding needs. I apologize that your experience was less than acceptable; your satisfaction with the products and services we offer is our ultimate goal.As an added incentive, we offer to remove old bedding with the...

purchase of new bedding. In the event the old bedding is severely stained with bodily fluids or otherwise or infested with any type of bugs, our drivers reserve the right to refuse to handle and/or remove the bedding from your home.  I apologize if this was not explained to you previously as it  appears that the situation may have been mishandled on both sides. I understand your expectations and apologize that we failed to satisfy them.The delivery fee covers the delivery, setup and removal of old bedding; while we are unable to refund the full delivery fee I will happy to refund $25.00 or issue a $50 gift card.Bob's Discount Furniture appreciates your business and apologizes for any and all inconvenience we have caused.Thank you,[redacted]