Blue Ridge Travel

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 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...

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 Revdex.com- We are sincerely sorry for the delay in having this concern rectified.  It appears the wrong part was sent and the customer has already been set up for an exchange.  This is scheduled to be exchanged on 7.19.17.  We certainly expect the new one will be damage...

free.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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 Morning Revdex.com,
Please pass on our sincerest apologies to our
customer, we absolutely acknowledge our customer’s frustrations with us and
take responsibility for the lack of care they feel their concerns have been
addressed with.
Our records indicate that we made direct contact...

with
this customer (off of a posting thru another channel) on 1.11.2016. At this
time our customer has accepted a compensation offer from us and our records
reflect that we have provided them with the most accurate information we have
in reference to their pending ottoman delivery.
We thank our customer for escalating their concern so that we can
address the obvious coaching concerns revealed to us and apologize again for
any aggravation our failures have caused them to experience.

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]

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,
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

Good Afternoon Revdex.com,
Please pass on our apologies to [redacted] for the inconvenience
the delivery team’s negligence has caused and may continue to cause to he and
his family. We assure [redacted] that his property claim has been correctly filed
with the third party trucking company involved and we...

will ensure the obvious
coaching concerns presented are addressed accordingly.
As [redacted]’s property claim is being handled by the trucking company
that caused the damages, [redacted] can expect follow up from that third party and
not Bobs Discount Furniture directly. Per our contractual agreements with this
trucking company they are 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 sent a message on [redacted]’s behalf to our Delivery Managers
and the trucking company involved in this claim to please contact him as soon
as possible.
I see that we have sent out a technician to repair the damage to
the furniture and we are set up to exchange one piece on 3/16/16.  This will complete the delivery for this
customer. 
The depot will reach out regarding the property damage.
We will absolutely be able to offer compensation for the
frustration of multiple deliveries and services.  Once the exchange is completed on 3/16/16
please call into customer care and request an account review for
compensation.  We normally offer this
compensation as a Bob’s gift card.  I have
noted the account that due to the severity of these issues, we can offer the
compensation as a refund to [redacted].
Kind 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 and acknowledge the reasons
why the customer feels they are owed something additional after their...

concerns
have been resolved.
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. We have resolved the original
concern and delivered the customer the merchandise originally expected in good
condition. At this time any additional accommodation we feel adequate to offer
to the customer is a form of our apology and at our internal discretion.
While it is not our normal
procedure to so we do recognize that we have failed our customer and we are
willing to make an exception in this case to work above our normal compensation
guidelines and policies. We do not offer apology monetary amounts based off of
any individual’s time or lost wages, as this would not be a fair and even
practice for all customers.
We can offer to provide the
customer with a monetary refund based on the amount paid to us for a delivery
fee on this sales order ($129.99). Should the customer wish to accept this
offer, please advise that they may respond to this communication via the Revdex.com as
‘satisfactory’ and we will have our retail location reach out to them to
complete any further processing needed.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: 11876569
I am rejecting this response because:
Sincerely,
[redacted] I don't accept the response and I will take further action outside of Revdex.com since we can't seem to get satisfaction here. I appreciate Tracy's time from your busy schedule but the fact that my credit score has gone down quite a few points and hinders me from accomplishing specific planned goals, I am negatively affected and the opportunity cost is a setback that will take time to rebuild.

Good Afternoon Revdex.com,
We certainly apologize to the customer for the lack of care
she feels she has been addressed with.
This customer made this purchase directly thru the ‘Acceptance
Now’ option offered within our retail location. [redacted] does not “run” an
initial credit check...

(the program is a popular resource to help build or
rebuild credit) and Bobs Discount Furniture would not have directly accessed
this person’s credit for any reason. Should the customer be able to provide
proof of Bobs Discount Furniture directly being associated with or on her
credit report we will be happy to investigate this allegation further at that
time.
In regards to the request for letter, I don’t believe this
is possible as the ‘Rental Agreement’ signed by the customer fully denotes that
the customer has agreed to a 36 month term of rental. The ‘Rental Agreement’
indicates that the consumer agreed to pay $188.15 monthly and the total cost of
rent will amount to $6,760.78. I have attached the signed documentation that ‘Acceptance
Now’ maintains which clearly points out these terms and conditions. The
customer will not see the cash price of the furniture ($2,565.59) on their
credit report because they agreed to pay a different, much higher amount over
the course of 36 months. We are very sorry that the customer maintains any
confusion on the document signed but I do not see a failure here given the evidence
and facts within this case.
Any request to have the merchandise removed or the ‘Rental
Agreement’ changed will need to be directed to the company who the customer
entered into this agreement with.
The [redacted] Desk can be reached at [redacted].
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted]:
I am willing to accept the $339.15 in store credit as long as I do not have to buy another dining room set with the money and the answers to my questions around goof proof are answered and clarified.  I would like to know how it was decided to take a 15% usage fee from my original total?  If you look at the attached goof proof plan, we are covered under wood / hard surface for any "Breakage of the wood frame or structure or other hard surface" for a period of 5 years as long as we report the service request within thirty (30) days of the date the stain or damage occurred.  In this instance, we reported the break in the chair within 48 hours.  When we called the "Bob's Hot-line", we were told that there was nothing Bob's could do for us because the table was over 1 year old and out of warranty.  Never was there an offer for a tech to come to our house.  Am I reading this incorrectly that we are covered for 5 years if a break occurs? I am also attaching pictures so you can see where the chair broke and the extent of the damage.
In the recent response back to me, we were told that "if the incident/damage was properly reported and repair or parts was unsuccessful you would have received a store credit equivalent to the full purchase price and you would be allowed to keep the futniture", we did report it properly within 48 hours and were told that nothing could be done for us.  Why are we being penalized when one of your service representatives did not take this further for us?  If this was true and you would have given us the store credit equivalent in the first place, we would not have felt a need to go through the Better Business Burea for resolution.
In addition, I take offense that you are saying you do not just "touch up" furniture.  I have been home on several occassions when a tech has been out to our property to repair the table.  One instance which you should have documented was when we were wiping the table with a damp cloth and a crumb from pizza crust left a 3 inch long scratch across the top of the table.  In that instance, the tech pulled out a marker and colored it.  He said he could not fix the finish on a table.  This was done on at least 1 other occassion when a tech was at the property, most recently in October 2014 (reason for visit was initially because screws were falling out of the table and chairs).
Again, I would only accept the store credit as long as I do not have to buy another dining room set.  If I can use the store credit on something else, how do I initiate the return and a purchase using the store credit?
Sincerely, [redacted]

Dear Revdex.com,
We are very sorry for the issues this customer has endured with this
delivery.  As this delivery was not
completed the agent submitted an add-on request.  These are not guaranteed, as we have to try
to add another stop on to an existing route. 
This add-on...

request was not able to be accommodated; the trucks in the
area were all at the maximum number of hours allowed by State and Federal
Department of Transportation hours.
Due to this delivery not being completed we can honor
this customer’s request for a pickup for full refund.  This refund is approved and the customer can
either call customer care to have the exchange scheduled or have the pick up
for refund set up for our next available date.
We would not be able to offer a discount as the customer
has requested.  If this customer would
like to proceed with the delivery we can certainly offer compensation based on
our failure to have the delivery completed on a timely basis. We do offer
compensation based on our failures only after the delivery has been
successfully completed so that we can base the compensation on the account
details from start to finish.  
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are sincerely sorry that the customer is so dissatisfied with the purchase.  The original mattress was delivered on 7.26.17.  The tech was sent to the home 11.22.17 and found no defect with the mattress.  The customer was escalated and granted a courtesy...

reselection for the mattress only.  When the customer went to the store to reselect to a different mattress, the customer requested the foundation also be included in the reselection credit.  This is something we allow when a customer is changing the type of mattress, example changing from a coil mattress to a memory foam mattress.  The foundation was written up for a return authorization as a courtesy, as there was no damage or defect.  Any return authorization credit created does require the merchandise be returned to complete the circle of the credit the payment of the new merchandise. When the team went to the home to complete the delivery which was paid for by the mattress return credit and the foundation return credit, the customer no longer had the foundation.  This caused there to be a shortage on the payment.  They had to be paid in order to allow the new merchandise to stay in the home.  The mattress policy is clear.  If the customer feels the new mattress is defective, the customer would need a technician to come out to the home to inspect.  Mattress industry standards are- a defect is present in a mattress that has more than a 1 ¾ depression on one or both sides.  That is not a Bob’s standard that is across mattress manufacturers.  As Bob’s does not manufacture the mattresses, we must adhere to the manufacturing standards set.   PRODUCT & SERVICE POLICY… · All furniture that is purchased at our regular price is guaranteed to be free from factory defects for 1 year to the original purchaser within our normal delivery area. Mattresses and motion furniture may carry additional factory guarantees. o Call Bob's Customer Care Department at ###-###-#### or ###-###-#### to report a factory defect. Hours are Mon - Sat from 6:30am - 9:00pm & Sunday from 10:30am - 7:00pm. o We'll schedule a service technician to come service your furniture in your home at no cost to you if the furniture falls within the 1 year guarantee period. o Service is available for a fee if you have a need beyond the 1 year guarantee period. · Merchandise purchased from our Bob's Outlet that is not brand new/factory fresh is sold “As-Is” and is excluded from this limited warranty and service policy. There is no exchange, warranty (express or implied) refund, return or service  for such items. You assume all risk as to the quality and performance of such items. Should such item prove defective following your purchase, you, and not Bob's or the manufacturer or distributor, assume the entire cost of all necessary servicing or repair. Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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 Sue to rectify the situation...

and reach a satisfactory outcome.  Sue has offered compensation which seems to have been accepted.    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 that the customer feels this way.  They included a few very different concerns- The [redacted] Bunkbed – delivered on 2.16.16 is now outside of the one year manufacturing warranty.  The customer opted at the time of purchase to Goof Proof Plus on the...

[redacted] fireplace only.  If the customer would like a service, it would be at the customer’s expense.  This service would not cover parts; it would be the service only. The [redacted] fireplace is scheduled for the firebox, the electrical components, to be exchanged 10.14.17 as they are still under warranty.  The Goof Proof Plus plan covers unlimited service for five years.  It does state on the sales order that it covers a onetime replacement if service is unable to correct any manufacturing defect.  Offering to replace the firebox fulfills that protection plan. The reclining sofa, loveseat and glider delivered on 12.6.11 under Goof Proof plan. This merchandise came with a one year manufacturing warranty and five years of coverage for damage that is the result of a single accident.  If the customer wanted those to be service it would be an out of warranty billable service.  We offered the customer a courtesy service; we serviced those pieces in 2013.    We are very sorry.  The only piece that is still under warranty is the [redacted] fireplace.  We have serviced that and offered an exchange on the defective unit.  The new unit will come with a one year manufacturing warranty.    We hope that we have addressed all of the customer’s questions.      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 made
in October 2013 and at that time the customer purchased the option of...

[redacted]
This warranty 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 warranty is through a third party
company, [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
misuse or abuse of the merchandise.  This
was not reported as an accident.  Lying
on the bed is not an accident, so the claim was denied.  If this customer had called it in as damage
done while vacuuming, that probably would have been covered.
When it was reported to us the [redacted] would not be able to
cover this claim a member of the executive team called this customer 4.29.16
and left a message that we were looking to schedule a service to see if we did
have any options on the bed rails and the damage to a chest that was also
reported.  This customer chose not to
return our call and schedule the tech. 
When the customer called in 6.30.16 and requested to speak with a
department lead, that lead again offered to schedule the service, the customer
refused. 
This bed is no longer available from the manufacturer.  The rail can not be replaced.  If that was an option, it would have already
been offered. We can not offer any
options if this customer does not allow us to inspect the piece to see if there
is any manufacturing defects, or any way to repair it.
If this customer would instead like us to refund the money
paid on this order for the [redacted] protection plan, I will grant that
request and process the refund for $129.99. 
This will eliminate all warranties and protection plans on this order.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture