Blue Ridge Travel

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] **

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.

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

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...

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

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

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]

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 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

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

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.
Thank you.
Sincerely,
[redacted]

Dear Revdex.com, We are sincerely sorry for the frustration the customer is experiencing.  The part order was rejected and the exchange for both pieces was scheduled for late Saturday 1.13.18.  Kindest Regards,...

                                        ...⇄ Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

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

Good Afternoon Revdex.com-
We had become aware of this concern through another outlet, we
had reached out to the customer directly to discuss our offer of
resolution.  The customer is considering
our offer and will reply to the Revdex.com mediation service with their decision.  We thank the...

Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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...

Complaint: [redacted]
I am rejecting this response because:At the time of the purchase I was informed by the salesman that goof proof would cover any damage on the wood part of the furniture. he handed me a flyer that stated Accident will happen. Bob's goof proof Protection with what is covered and not. Under the wood/hard surface section Breakage of the wood frame or structure or other hard surface is checked (X).
Sincerely,
[redacted]

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 3.7.13 and at the time of purchase, the customer purchased the option...

of
[redacted]
Through Bob’s this customer was covered for a period of one
year 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]  [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
everyday use, misuse or abuse of the merchandise. 
We did offer this customer
a Best Effort Service on 8.21.14.  We
sent our technician to the home free of charge to see if he could repair any of
the concerns the customer was experiencing. 
He did find there to be substantial damage although he tried to touch up
the table for the customer, the other damages were unrepairable and were not of
a manufacturing nature.  As we have
already offered the Best Effort Service and the pieces are not covered under
the manufacturing warranty that expired in March of 2014 we have no other
options available. 
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. The customer
purchased [redacted].  This covers
the merchandise for 5 years of manufacturing defects through Bob’s and 5 years
of...

coverage for verifiable accidents through [redacted] Ins.
Our technician did not report that there were
manufacturing defects.  It was reported
to us that there are environmental concerns that have caused this damage.  Our highly trained technicians are charged
with reporting back to us what they see in the home.  We do trust their knowledge and expertise. 
If this customer does not agree with what
was report by our technician we welcome them to submit photos, through this Revdex.com
mediation service. Please submit color
photos of the damages to show that these damages are not caused by use in the
home.
-Minimum 3 Photos of each damaged piece
               
- 1 Picture that clearly shows the entire facing surface
     - 1 Picture that clearly shows the damage
marks at close range
              -1
Picture that clearly shows the damage marks at a distance
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer.
 Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

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 Morning Revdex.com, Please pass on our apologies for the frustration and the alarm this mold issue has caused to our customer. This merchandise was delivered to the customer on 11/8/2014 and we have not received any report of concern until this report. There are several reasons to how or why this...

type of concern arises and regretfully because they are all related to the environment the product is being kept in, Bobs Discount Furniture is unable to take ownership or responsibility for this occurrence. This issue is also not directly related to our brand of memory foam mattress ([redacted]) and it is reasonable for any retailer to assume that their customer has done the appropriate research to satisfy their own needs for information prior to purchasing any product ( there are various articles and education available to the public regarding ‘mold on a mattress’). We are very sorry; we understand that this is a very serious concern.  It is not a result of a manufacturing defect however.  We are not able to accept responsibility for a concern that is not the result of a defect.  Kindest Regards, Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...