Blue Ridge Travel

Good Afternoon Revdex.com-
We apologize for the frustration this customer is
experiencing with these damages.  The
damages reported are not repairable so we would not be able to send one of our
technicians to the home.  While we can
sympathize with the displeasure this customer is dealing with that these
damages are not going to be covered, we need to state that this customer paid
149.99 for the [redacted] in April of 2012. 
In August of 2103 [redacted] covered a replacement piece with the value of
$340.  The coverage works when the
reported damages fall under [redacted]’s guidelines.  Not all damages are accidental.  Not all damages will be covered under this
protection plan.  We are sorry that these
reported damages will not be covered under the plans guidelines. 
 
Kindest Regards,
Tracy Sanborn
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.
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.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Melissa...

to
rectify the situation and reach a satisfactory outcome.  Melissa has set the customer up for an
exchange to rectify the concerns.  If the
customer wishes to reselect on the set we can authorize that as well, the customer
would need to go through the ACCEPTANCENOW desk at the store, as they have a
contract through them, not through Bob’s. 
As this customer has a contract through a third party we would not be
able to authorize a refund.
 
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

Good Afternoon Revdex.com-
We are very sorry that the customer remains
dissatisfied.  As the pieces are
functioning properly and the technician deemed them up to manufacturing
standards we would not be able to offer any other resolution.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because: I was on Vacation when I received this response from Bobs. I just got a call from a representative of Bobs saying if I didn't call them with the card number I used inside of 7 days from the offer it would be recinded. I do not have my card with me in this trip and again I am very disappointed that the representatives could not extend my offer a few days until I returned home. I would like to take advantage of the offer made by Bobs as well as the offer for $100 store credit but I will not be back in time before the 7 day window expires. 
Sincerely,
[redacted]

Good Morning Revdex.com,
Our offices and our retail location have been in
constant contact with this customer and their in-law family since this concern
was posted to Revdex.com. We are very sorry for any mistakes on our end that have
caused our customer to experience any disappointment. We will...

certainly
investigate the charge that our sales person provided false information further
and appreciate our customer reporting this as we do not condone this type of
behavior.
We have absolutely used every effort we could to try
and get this customer’s delivery added onto an existing route however we are
unable to physically accommodate this request at this time. Our records
indicate that we last spoke with the customer on 12.22.2015 and agreed on the
delivery date of 1.08.2015. Our records further state that we provided our
customer with a compensation offer that was agreed to for the failures they are
experiencing inconvenience from.
Kindest Regards,
Stephanie *. 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 will accept this offer from Bob"s but would ask for some form of letter or email from them stating that they are giving me credit in the amount of sectional, the delivery and tax charges that were paid for on original purchase. I don't want to say yes to this and then go to a store to pick something out and have the store tell me that there is nothing on file. So please also include any information like the customer # and name and number of person give this authorization so there are no problems.
thank you
[redacted]
Sincerely,
[redacted]

Good Afternoon Revdex.com,
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the agreement that the customer is
referring to signifies that it belongs to...

the [redacted] – not Bobs
Discount Furniture.
I can confidently state that this type of agreement is commonly reviewed with
an [redacted] Representative and signed with an employee from that company
directly. We do not train our sales professionals or customer care agents on
the inner workings, terms, or conditions of this contract as it is a document
that our company is not authorized to manage, update, or change in any
way.
We are unable to approve a return of this merchandise or arrange for a refund
of monies that the customer has been paying to the [redacted] Company
directly.  As this contract is between
[redacted] and this customer we can not intervene on the customer’s behalf
or act as an agent for a completely different company.
Kindest Regards,
Tracy N. S[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.
Sincerely,
[redacted]PLEASE NOTE:I have also sent a second response to the company accepting the date of August 25 as an appointment date for their rep to come to my home to inspect mattress before they decide what action they will take to resolve this complaint.

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.
This matter was resolved.   I received my check.   Thank you for all your help with this matter.
Sincerely,
[redacted]

Good Afternoon Revdex.com,
No questioning the fact that we
have let our customer down here. I called our customer [redacted]) today and
apologized for the inconveniences we have caused her overall.
[redacted] has brought a serious
coaching concern to our attention as she believed she was scheduled to...

receive
her table base on 1.30.2016 when that was the date we would actually be
receiving a re-stocking shipment of this
table base from the vendor. I have assured [redacted] that we will address this
coaching concern internally and we now have our customer fully scheduled for
her table base even exchange on 2.06.2016.
Sincerely,
Stephanie. 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 delivery experience with us.
I see that this customer has already spoken with a
senior manager Lori to rectify the situation and reach a satisfactory outcome....

The
paperwork has been completed; the customer provided the credit card information
to refund to at 6:24pm on 10.18.16. The credit card company requires a standard
of 3-5 business days to post to the customer’s account.  The credits that were created as corporate
check refunds have been released and the check will be cut 10.19.16 and mailed
to the address on this complaint. 
 
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

Good Afternoon Revdex.com,
Please pass on our apologies in
regards to any confusion that may have been present during the time of sale.
Our records indicate that the
three stools were purchased along with a protection plan that cost $49.99 and
our customers commonly sign a copy of their sales...

receipt indicating that they
are in agreement to all charges listed. Is this claimant stating that there wasn’t
an agreement signed for the charges made? Please have them clarify so I can
research the concern further if needed.
Also in reference to the chairs
returning the client has paperwork set up for the return of the chairs already
and our records last indicate that they spoke with us to ask if they were able
to use their returning credit online.
Kindest Regards,
Stephanie a. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

I apologize that you have personally
experienced any disappointment while working with Bobs directly or speaking
with the [redacted] company.
As the Revdex.com is aware, the size of our
business is massive and we would not be continuing to grow so rapidly into new
territories if we operated...

without honesty and transparency. Word of mouth
travels extremely fast especially in an age of technology and It is a terrible
fact I learned many years ago in my business that a happy customer will
typically tell 10 of their family/friends while an unhappy customer will tell
20 of their family/friends. Add social media into the mix of that and you can
place a zero on the end of both those figures. I do not deny that we, like any
business, have unhappy customers who have experienced failures or headaches
while seeking to resolve their claims. The internet is a place where
information even from many years prior remains currently viewed and judged
upon. Many customers whose claims have been resolved or denial results
overturned don’t feel the need to take action on reposting/posting positive
feedback.
In regards to our [redacted] Plans we have a very high ratio of approved claims
through this plan and the company we partner with. Sadly it is not common that
a customer can access a data base made by other customers of great reviews on
their successful claims experiences. In most cases the plan costs about 10% of
the merchandise cost to the customer and Bobs is paying for technicians (don’t
forget about gas), parts, and the cost of disposing and providing new
merchandise in many scenarios. I cannot imagine how we would be making money
off of this plan when we are paying out far more than what is charged to help
our customers. I do apologize that this customer believes to have experienced
any confusion during their time of sale, we do not deceive our customers,
support products and plans we do not find valuable, and we do not force our
customer into buying any product. To categorize our protection plan as poor
quality or state that all of our customers are complaining  just doesn't
give the nearly 3,000 customers that are receiving a great experience today and
in the future, as well as my nearly 4,000 team members who strive every day to
make the experience a pleasant one, ample credit.
[redacted] offered the replacement value of the table.    If this customer had accepted the offer, the
exchange could have been created and a new table on its way to the home.  The offer they made is standard, industry
wide.  [redacted]’s responsibility is to
authorize the credit, and then a Bob’s representative would reach out to handle
the paperwork in our system.  We are happy
to answer any question on the process, which in this customer’s case has been
handles correctly.  They would not offer
recourse on pieces not included in the claim, the claim was for the table top, and
they accepted the claim and made an offer. 
The same table is available at the same price the customer paid.
Kindest Regards,
Tracy S[redacted]
Corporate Customer Care Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because:Half of my issue with Bob's is their lack of accountability. I have taken so many days off from work to be assisted and Bob's servicemen and delivery driver never show up within their window. This causes me to lose more hours at work - which is a huge loss of income for me. I had one particular instance when I called Bob's on my lunch break and their hold recording told me I would only be on hold for 1 minute. In reality, I was on hold for over 10 minutes before speaking with an associate. This is just one example of their lack of consideration for their customers and our time. This is why I reached out to the Revdex.com. Bob's offers no real resolution for their poor quality items. Bob's has given me the run around on my first mattress so that I would be passed the return period, which I am now, again. I had a serviceman come out and inspect my first mattress and it took two attempts because the serviceman did not put in my appointment, so I had no clue what time he would actually be arriving (he was already passed the window provided).I do not have the time to continue to take off from work for Bob's to take their time to send a serviceman at their leisure. They have not once come in the time frame they have given me. Therefore, this would be another entire day of loss pay. At this point I cannot even afford this mattress. Additional fee's and hidden charges that have now led to loss of pay at work because of the poor quality item that I paid a lot for!!!!!Bob's only resolution that they have offered is for me to take off from work to have their serviceman look at my defective mattress. This resolution is unacceptable - as I have been through this before and still have no resolution for the poor quality product they UPsold me on.      
Sincerely,
[redacted]

Good Day Revdex.com,
Please pass on our sincerest apologies for
the inconvenience the multiple deliveries caused our customer. We can certainly
understand the customer’s frustration.
We can offer this customer the option of
have the bed assembled during the delivery of the rug on...

5/28/16.  This has been added to the route in the event
the customer would like it completed at that time.
I tried to call the customer 5/27/16 1:45pm
the voicemail was full and I was not able to leave a message.  I have set up the property claim for the
TV.  The depot will be reaching out to
the customer regarding this claim.  This
company, [redacted], employees the team that made the delivery.
If this customer would like to call in to
customer care regarding the possibility of having someone come out 5/27/16 for
the bed, they can advise when the they are home and we can see if it is
possible to get someone out, or the customer can wait and we can definitely
have this completed when the team delivers the rug. 
This customer is absolutely entitled to
compensation for the multiple deliveries, missing merchandise and poor
delivery.  We do only offer compensation
one time, once the delivery is completed. 
This compensation is offered as a Bob’s Gift Card.  I will check back on this customer when I return
to the office Tuesday.  If I do not see
that the customer has discussed and accepted compensation I will reach out at
that time to discuss.  
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
This customer has been offered a
reselection from the [redacted] store and has already been set up for a
reselection.  If this customer has any
further questions or concerns please reach out through the Revdex.com mediation
service.
Kindest Regards,
Tracy...

S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison

Good Afternoon Mr.  [redacted], Thank you for choosing Bob's Discount Furniture. I apologize for the failed delivery attempt and inconvenience we have caused. Two to three days prior to a scheduled delivery our automated system is programmed to call each customer, informing them of...

the estimated four hour delivery time frame. At the time of purchase or a couple days prior to delivery, you make request either a half hour or one hour call ahead. Our drivers indicate that they called and spoke with you at approximately 2:15pm on May 29th to inform you that they were approximately one hour away from your home. When they arrived at 3:20pm you were not there however, they were instructed to wait a half hour before being allowed to move on. There appears to be some inconsistencies between the driver's account of events vs. your statement; either way we have failed you as our intention was to deliver your furniture on May 29, 2015.I apologize for the service you have described receiving from both the store and customer care representatives. I'd like to believe that there was a miscommunication as customer service and problem  resolution are a few of the expectations of each representative of Bob's Discount Furniture.I understand your request for delivery on June 1st (Monday) however, our delivery schedule/availability is Tuesday- Saturday (Monday deliveries are generally reserved for peak season and holidays). Currently your delivery is scheduled for June 2nd between the hours of 10:45am and 2:45pm; you make track your delivery online at [redacted] and enter your customer master [redacted]. There is a one hour call ahead request notated on your account.Your patience and business is greatly appreciated. Once delivery is complete, I will be happy to issue a $20 gift card (half of the delivery fee) to be used toward a future purchase or accent item to compliment your new tables.Thank you,
[redacted] **

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] The lamp was over $200 dollars and not $99.00. I need my refund for the dressers that were sent back, refunded back to my account or a check sent in the mail. As soon as possible. the amount should be around $140.00 ?

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with us. We have reached out to
the customer directly to make sure all of the issues have been addressed and to
discuss compensation.  We have...

offered
this customer several options.  They will
discuss and reply back to us with their decision.
 
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your mediation assistance is not wasted.
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison