Blue Ridge Travel

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: 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]

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 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...

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 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]

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...

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

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...

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]

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]

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]

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 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]

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 Morning Revdex.com,
Please pass on our sincerest apologies for the continued
inconvenience the multiple delivery attempts and damaged product has continued
to cause our customer.
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. In the event that the customer accepts a damaged product in ‘as
in’ condition we can absolutely research what we refer to as a ‘concession to
keep’. This is essentially a further discount off of the price paid for the affected
item. Regretfully neither our records nor the customer’s claim reflect what the
current concern with the sectional delivered on 10.24.2015 is. Please ask the
customer to submit a more detailed description of what they are asserting the ‘defect’
is along with some photographic evidence (via Revdex.com) and at that point our
business can make reasonable offers for concession to keep. Normally this
concession is offered in the form of a gift card however in this customer’s
individual case we do understand and accept ownership for our failures and can
make an exception and provide the future offer(s) as a form of refund to the
original method of payment.
Please note that as a business it is always our goal to honor our original
promise to our customer and provide them the merchandise selected in the
excellent condition expected so if the current damages can be repaired with
service or factory fresh parts/installation we will also advise of these
options for recourse. Once the pictures and report have been reviewed we will
respond with any and all avenues available for resolution (including concession
to keep as is).
In regards to the compensation end of our customer’s concern
we absolutely appreciate why the customer feels they are owed something as an
apology from our business and have worked outside of our normal policies in an
effort to satisfy this customer with the offer to refund the delivery fee paid ($129.99).
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 the 15th 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. As indicated- I can personally identify with a consumer’s need
for a compensation apology however we have already worked at a higher level to
make exceptions for this individual outside of our policies. Any compensation
agreement is to be discussed after the customer has been fully satisfied with
the merchandise they paid for and a form of apology is usually processed by
gift card only, for this customer we offered a monetary refund amount on 10.26.2015
and are willing to provide the concession as a refund once all documentations
are reviewed. Working beyond a structure that is set in place to keep things
fair for all consumers is a retailer’s way of applying empathy and accepting
responsibility for a customers concern.
I apologize again to our customer for the disappointment we
have caused and look forward to receiving the requested information so that we can
help our customer move forward.
Kindest regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry that this issue has not been
resolved.  
The pieces that the customer has already received credit on
are- Lamp=$80.25 and Tv Chest=$319.93 and the Bedroom set =$715.85. 
The remaining credits that will post to the customer’s
account are $479.36 for the Full Mattress and protector and the Delivery Fee of
$160.49.
The customer would have to speak to a dispute specialist for
any more information or detail on the account. 
When a dispute has been filed, the information goes to a special
department and they reach out to the customer. 
Customer Care agents that answer our incoming call lines are not able to
assist with disputes. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because:I am not agreeing to allow you to pick up the bedframe before I have the refund and can get a new bedframe delivered. I did not agree to this on the phone and it is not satisfactory. Once I have the refund and have been able to get a new bed, you can pick up the old one. Anything else is unreasonable at this stage. 
Sincerely,
[redacted]

Good Afternoon Revdex.com-
The purchase is covered by Goof Proof.  The chairs have a one year warranty against
manufacturing defects and five year on damage that resulted from a single
accident.  The hardware has become
stripped.  That is something that was
caused in the home.  The warranty states
that during the warranty period, if an item has a manufacturing defect that
cannot be resolved through parts and or service, the item will be
replaced.  These are not defective
chairs.  We have no resolution to offer
the customer at this time.  The customer chose
to pick up.  They chose not to pay for
delivery and setup. 
 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture