Blue Ridge Travel

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 Sybrandt,I apologize for the billing error and refund delay. I have confirmed with our Accounting department that a refund in the amount of $54.43 was applied to the credit card ending in 0288 on, May 21, 2015. Depending on your bank it may take 10-14 business days to post to your...

account.In the event you do not receive the credit by, June 7, 2015, please let us know.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 ?

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]

Complaint: [redacted]
I am rejecting this response because: They clearly are missing the tag they produced that says floor sample discount. It was not on the merchandise they have in the store. You can consider this unresolved because they clearly don't care how they sign products. They got paid and that's all they care about. They have same attitude they did at the store level. It is obvious a waste of my time to respond any further. Issue not resolved. Thank you for your time Revdex.com.
Sincerely,
[redacted]

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

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- We are very sorry for the concerns addressed in this complaint. [redacted] starts billing one month after delivery.  If there are damages or issues, the pieces will be serviced or replaced, but if it was received into the home, the billing posts.  If the customer...

does not pay the bill, it affects only their credit.  We certainly hope that they consider their credit in that decision. [redacted] is the financing company; they are not part of Bob’s.  The final exchange for the drawers of the storage bed is set for 7.22.17.  We hope that this will finally complete the bedroom for this customer.    Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture 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]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.

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 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 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

Good Afternoon Revdex.com-
We are sincerely sorry for the way this customer has
described the experience to be.  It
appears the store was over confident in their ability to get the delivery added
on.  I would like to believe that in
trying to reassure the customer they simply...

exaggerated the possibility.
Regardless of my sincere belief the store was acting in the best interest of
the customer, we failed.  We certainly
can offer compensation based on our failure to make the delivery successful.  I would like to offer this customer $125
ECard.  If they accept please answer
through the Revdex.com mediation site I will then create the paperwork and the
customer will receive the ECard in 3-5 business days to the email address on
this complaint.
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. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit locations
as our free gift of apology.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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 Acceptance Now Company – not Bobs
Discount Furniture.
I can confidently state that this type of agreement is commonly reviewed with
an Acceptance Now 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 Acceptance Now Company
directly.
We do not own the
contract.  We do have the responsibility
to honor the manufacturing warranty. 
Each state has individual laws regarding collection calls while at
work.  We suggest this customer research
the states policy.  We have no ability to
control the policies of another 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]

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

Complaint: [redacted]
I am rejecting this response because: Information is this response is false. I was home the entire time during the swap of merchandise window time and no one came. I have also not been contacted regarding the repairs of my home. 
Sincerely,
[redacted]

Good Afternoon Mr. [redacted],I have reviewed your account and apologize for the merchandise related issues as well as any miscommunication. Our records indicate that your original sale for the [redacted] dining table was $1844.43, which included the table, chairs, island, tax, goof and delivery....

After multiple failed delivery attempts and your dissatisfaction with the quality of that set you chose to return it and reselect. The reselection store credit was $1681.51, which included the table, chairs, island and goof- the delivery charge of $149.99 was not included as it would carry over to new sale.  The original goof proof plan would only cover the original [redacted] set not the [redacted] set you reselected to, hence the reason we included the goof proof charge on the reselection paperwork.When the service paperwork was processed for the technician, we identified the [redacted] set in error when in fact service was needed for the montblanc set. The technician indicated in his report that he touched up surface scratches on a couple of the  chairs but there were season cracks in the wood of 2 chairs and fabric unraveling on the seat of another chair that were unrepairable; as a courtesy we have ordered replacement parts which will be shipped directly to your home and installed by our technician, once received. As for the table, the damage to the leaves are unrepairable and parts are not available; as a courtesy we can offer a $75 gift card to be used toward the purchase of a new table or you may return the table and chairs for store credit minus a 30% usage fee and you will be responsible for the cost of delivery. If you decide to return the set you will have a store credit in the amount of $838.60.Your business is appreciated. Please let me know how you would like to proceed.Thank you,[redacted]

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

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