Blue Ridge Travel

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 Afternoon Revdex.com-
We are very sorry the customer has concerns with the set
delivered 3.19.16.  The sofa and
loveseat, $999 each were deemed defective by the tech that was sent to the home
2.21.18.  As these pieces are no longer
carried, the customer was offered reselection...

credit on these two pieces.
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 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

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

Complaint: [redacted]
I am rejecting this response because:  Good evening Revdex.com, in follow-up to Bob's Discount furniture.  Whatever confusion or misunderstanding that came about, I assure you was on Bob's Discount part, and I guess the fact that when I finally received my refund check for $220, after waiting 10 weeks that I pay cash for on 2/17/18 was charged the exact amount of $220.  A purchase that I never made nor authorized.  Thank you.        
Sincerely,
[redacted]

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]

Good Afternoon Revdex.com-
We are very sorry that this customer is feeling frustrated
over Connecticut tax law.  This is not
something that Bob’s or any other retailor can over-ride.  Any return or exchange of merchandise in the
State of Connecticut, purchased greater then 90 days...

prior is subject to this
law.  We as a retailor can not offer to
refund or adjust due to this law.  The
customer did have an exchange done in July/ August of 2016 that was subject to
the same law. 
Due to this being a Connecticut State law we are not able to
offer recourse on this concern. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because: My first delivery had more than just a "scuff" on the sofa the delivery person told us there was a hole and one of the boards for the bed set was broken.  I do not want a credit for more Bobs furniture that I am sure will break or become damaged after a few months.  I understand your policy but with such a short time line it makes me think Bobs understand their product is cheaply made and does not even stand by it for a year.  As I said before I know you give money refunds as I know someone personally who received one from you because their leather sofa cracked and peeled after a few years.  If they received a refund after a few years why can't we for a few months?  Between my sofa defects and his leather cracking a peeling there is nothing in Bob's store I would trust to purchase because I am sure in another year it will look a mess.
Sincerely,
[redacted]

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

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: 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...

Good Afternoon Revdex.com,
I do apologize that our customer remains so dissatisfied by
the resolution we have offered. Our
records show no recordings of conversations directly with this consumer
regarding this concern. We will certainly speak with our retail location about the
need to make contact with customer care for concerns on already delivered
merchandise and the appropriate recording of any interaction with a customer
calling in.
We are unable to force another company ([redacted]) into
covering a concern they have denied under their own terms and conditions.
Although Bobs Discount Furniture is not the company
associated with the coverage the customer purchased we are offering a
resolution of service labor at no charge to meet this customer’s demand for
recourse. The reporting timeframe most certainly matters as it is a part of the
terms and conditions of this protection plan and most insurance coverage associated
with the marketplace in today’s business. It is one of the many terms and
conditions that keep protection plans and resolutions fair for all consumers
alike.
Again, we are not denying assistance to the consumer and are
working far beyond any responsibility our business has to this merchandise to
offer resolution.
Our original offer remains the most fair and adequate resolution
we have to assist this customer directly and is an extremely valuable offer
from a place of courtesy and care.
Kindest Regards,
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. Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records. I have looked under the...

name, phone number, email and address provided here and I am not able to link it to any purchase. Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further?  They can locate this order number via the sales receipt provided at the time of purchase. If the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any alternate phone numbers that may bring up their account records.   We ask that the customer responds to us thru this Revdex.com channel 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...

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 have two questions regarding my purchase. I purchased and extended warranty the Bobs Goof Proof,will that purchase be extended to the new purchase or can I get a pro-rated re fund since the warranty is for 5 years and I only used 1 year of the service. Secondly will the defected merchandise be picked up at the time of delivery of the new merchandise?
Sincerely,
[redacted]

Good Afternoon Revdex.com,
Our records indicate that this merchandise was delivered on 10.03.2013.
[redacted] purchased does provide five years of coverage for
factory defect concerns directly thru Bobs Discount Furniture.
Our last service visit to the residence was completed...

on 1.09.2016 and the
technician provided us with a report that indicates that we serviced the left
side facing sofa –inside back cushion for a 24 inch (2 foot long) seam separation and then serviced the right side
facing loveseat –outside back for 1 inch of batting coming thru the seam. There
is absolutely no mention of coils/springs popping thru the furniture in the
report. I certainly apologize to our customer if the report we have been
provided is inaccurate in anyway however as a business servicing thousands of
customers a day we must place a certain amount of trust in the integrity of our
technician’s reports and the Customer Care Agents that are trained and employed
to record these reports.
At this time the customer
is essentially disputing the report we have therefore it is appropriate to ask
our customer to provide evidence to support their dispute with.
Please ask the customer to submit photographic evidence (To the Revdex.com)
of the item in its entirety and the concern up close- for example – 1 photo of
the entire item at a reasonable distance and a (1) photo of the spring they
assert is popping out. We will review whatever evidence the customer wishes to
provide for this dispute and respond after with what, if any, further recourse
we may be able to offer.

Good Afternoon Revdex.com- We are sincerely sorry for the error that occurred.  It is completely our error that the legs were left off the order.  In an effort to try to make things right for the customer, the store has taken the following steps- they have offered half the delivery fee paid and...

half the cost of the legs back as a store credit.  The customer does have the delivery completed at this time.  We ask that they advise if there are any other concerns this customer has not had addressed.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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

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 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.  Please see the attached pictures that we have included for your review on this claim. These pictures were taken by our technician who visited the home on 2.23.17 and explicitly show the damage that this merchandise has suffered. While we apologize that our customer is unhappy with the product we are unable to offer resolution when the overall condition and cause of the product’s demise is not the result of a manufacturing defect. I truly wish I could offer this customer recourse for her concerns however the pictures speak to the reasons why this merchandise is in such bad shape. The reasons for this merchandise’s current state are not related to factory defects or a fault of our business. We apologize to our customer that we are unable to take responsibility for damages that are caused completely outside of our control. Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison 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.
Sincerely,
[redacted]