Blue Ridge Travel

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 Mrs. [redacted],Thank you for choosing Bob's Discount Furniture. I apologize you are dissatisfied with your recent purchase. The bed you purchased was sold from our Pit, where items are sold as is and can not be returned or exchanged. The merchandise in the Pit may either be...

slightly damaged, discontinued, one of a kind's or canceled special orders; none  that present a safety issue. Some beds may have a gap of up to a couple inches to allow for bedding accessories and/or specific types of mattresses.If possible, please provide the dimensions of the assembled bed , so that we may confirm that you have the correct size and a picture of the bed would be helpful so that we may view gap.Thanks,[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

Good Afternoon Revdex.com,
We are truly very sorry for the failures that caused
our customer to have to wait any longer than anticipated for such an important
delivery. The customer’s account shows that one of our Customer Care
Supervisors (Jennifer) proceeded to work directly with the customer...

on
12.19.2015 and the customer received their merchandise on this date. Our
records also show that the customer accepted a compensation offer from us that
has been fully processed.
At this time we consider this concern closed as
resolved and assure our customer that it was never our intention to let them
down.
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 find that this resolution is satisfactory to me. I would prefer the $50 payment to my financing. 
Sincerely,
[redacted]

I filed a complaint against Bob's Discount Furniture due to a purchase I made almost a year ago.  The material is fraying, and I've been trying for months to get the covers replaced.  Bob's responded to my complaint staying I'd have the parts by the end of April, however, we're now approaching the end of May, and I've not yet received them.  I try to contact folks with customer service, and they just tell me they're ordered.  I can't get resolution on this ongoing issue.

Good Afternoon Revdex.com- We are very sorry that the customer remains dissatisfied.  We take every complaint very seriously and we research every complaint.  If we find any error in the handling of a complaint we offer resolution to rectify the concern.  We are very sorry that we are unable to assist with this customer’s concern.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Morning Revdex.com-
We are sorry that there is continued
confusion with this credit.  The [redacted] allows for a one time replacement only. 
If this customer would like to retain custody of this piece we can offer
services or parts unlimited for the five year period.
We will not be able to extend an offer to
credit for the [redacted].  We extended
this offer as a courtesy; our tech deemed that this piece had no manufacturing
defects.  He deemed the piece had been
damaged in the home. 
We would not be able to offer to refund
this piece.
Kindest
Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because: I called [redacted] who in turn had me to contact the warranty people. After speaking with the warranty company, they told me that the bed wasn't covered for the damage I had spoke to them about. No one from Bob's or [redacted] tried to come out and look at the bed so I in turn stopped making the payments. I would've continued making my payments had the bed been replaced or repaired. If necessary. I can most definitely show pictures of the damage.
Sincerely,
[redacted]

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

Thank you for helping me resolve my issue. Unfortunately I wasn't able to get exactly what I wanted which was the bench to arrive at a sooner date but I am satisfied with their response. I hope everything goes well on March 20th and I recieve a bench with 4 legs that are the same size. Thank you again and have a great day Brian Bakey
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12012270, and find that this resolution is satisfactory to me.
Sincerely,
Brian Bakey

Complaint: [redacted]
I am rejecting this response because:it's unacceptable. They do not stand behind their plan. I was on the phone for 1 minute. It's ridiculous that the product is so poorly made that I had this accident with the table. I will never purchase from them again especially the plan.  I will share my disgust with others. 
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are sincerely sorry for the failure of the team to correctly assemble the loft bed drawer.  We do see that it took a week from the loft bed delivery to the completion of the delivery with the final drawer.   We are glad that during that week, the customer had...

the bed assembled and able to be used.  We can understand the frustration with trying to get this rectified.  We hope that now that everything has been delivered the customer will call for the offered compensation.  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 7.12.13 and at the time of purchase, the customer purchased the option of [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.  Our tech took photos of the chairs in the home while completing the inspection.  The damage to one chair seat is obviously not a manufacturing defect.  If it were, all the chairs would be showing the same concern.  We have attached a photo of the damaged chair and one of the other chairs.  We have also attached the [redacted] Plan which lists what is covered and what is not.  This is not the result of a manufacturing defect.  We would not be able to offer any other resolution other than the new seat.    Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Morning Revdex.com-
We are very sorry that this customer
is not satisfied with the purchase that they made on our web site.  There is no record that the customer was
interested in purchasing the insurance, when web orders are placed on line,
they are assigned to a store to create in our...

system, they store then calls the
customer, goes over the order and schedules it. 
The customer had every opportunity to add the insurance any time before
the delivery.  Our contract with Guardian
is very clearly written that customer can add the Good Proof insurance up until
the day of delivery.  Guardian does not
allow for insurance to be added after the customer has accepted the delivery.
The notes in the account clearly state
that we have offered this customer recourse on several occasions.  On 12/29/15 we sent a technician out to the
home to see the damage to the table, there was no mention prior to the visit or
during the visit that there were any other issues.  On 12/30/15 we spoke to the customer and we
set her up for an exchange on the tables. 
The customer did not schedule the exchange and it still remains open and
unscheduled.  On 1/15/16 a Customer
Service Lead offered the customer several options, to exchange the tables or to
select a different set, the customer refused, the lead even offered to refund
on the tables that were delivered damaged, the customer refused, they didn’t
want to bring back to a store or wait at home for a team to pickup.  There was no mention of any issues with the
other pieces.  The set was delivered to
the home on 12/15/15.  The pillow missing
from the delivery was delivered to the customer’s home  via Fed Ex on 1/15/16.
In an extreme effort to meet this
consumer’s demands for resolution we will make a one time only courtesy offer
for resolution (listed below). Should the customer wish to accept this offer
they are able to contact our Customer Care Offices at ###-###-#### (Mon- Sat
-6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it fully
processed.
As this is a one time courtesy- It should be
expected that for any future occurrences of concern, on any other sales order,
this individual consumer is agreeing to adhere to the terms and conditions of
their warranty coverage and the determinations of Bobs Discount Furniture’s
Service Professionals. Our Service Policy is fully disclosed on the customer’s
sales invoice and provided at the time of sale.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%. This 100% will
be based off of the original cost paid for the sofa, loveseat and three pack
table group.  We will waive the cost of
the new delivery. We will expect to remove the current sofa, loveseat and three
pack table group the customer has in the home before or on the same day the
newly selected items are delivered. We can cover the cost of removing and
disposing of the current living room set.
We will not be able to extend an offer to return the set for a refund, as this
set has no record of having any manufacturing defect.  We would strongly urge the customer to go to
the store and view the product in person to ensure the next set is more to
their taste.  At that time they can also
discuss the option of adding the [redacted] to the new merchandise. 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: not true there first delivery I have email from Melissa with either refund credit of 200.00 because all my furniture did not arrive on 3/18/17 please worse delivery service and I submitted photos . Bobs is talking about second delivery of their second mirror they send to me not in good shape they gave me two ways one new 3 mirror or a store gift care they can even a good mirror this will be third one and I don't want to buy anything else from a company with bad service . Well since bobs wishes to back up their words I ll see a lawyer I have proof of email and letter sent to my home and photos of bad products
Sincerely,
[redacted]

Good Morning Revdex.com-
We are very sorry for the miscommunications that have caused this
customer to receive poor service.  It
appears that this has been rectified at this time.  We are sincerely sorry that it required the
customer calling in so many times.  We
have created the...

service for the dresser, service number is [redacted]
Please call in at your earliest convenience to schedule the appointment.   
[redacted] has been looking to speak with this customer regarding
the account.  ###-###-####.
We are sincerely sorry for the time this customer has had to wait
in getting this rectified.  We would like
to offer this customer a $100 gift card as a token of our apology. 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Dear Ms. [redacted],There was a clerical error when the part order was refunded. We corrected the issue on June 4, 2015 and the credit ($42.54) should post to your account within 1-2 billing cycles, if it hasn't already.I apologize for the delay and thank you for your patience.

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