Blue Ridge Travel

Good Morning Revdex.com,
Please pass on our sincerest apologies for
the inconvenience the multiple deliveries and un- honored agreements have
caused to our customer. We can certainly understand the customer’s frustration
with us 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 concerns
and delivered the customer the merchandise expected in good condition.
In researching this customer’s account I
see that we have already taken major
steps beyond our normal policies to address our failures and compensation
requests with this individual directly. Working beyond a structure that is set
in place for all customers alike is a retailer’s way of adequately accommodating
a customer who we have clearly taken responsibility for disappointing.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because:
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 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...

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with us.
The account notes do not coincide with what has been
reported here.  There are no records of
any calls into customer care regarding...

any damaged merchandise.  There is record of an email sent in
July.  The customer was called in
reference to the email on July 15, 2016 at 1:29pm. 
While I can sympathize with a customer that would like
a manager to follow up, that is not our process.  At no time did this customer report damages
until July 15, at that time we reached out, we did not hear back from the
customer. We would need a tech to go to the home and make a report of the
damages.  These deliveries were made in
March 2016.  The manufacturers require a
certified technician report before allowing recourse to be offered. 
If our technician reports the damages to be
manufacturing in nature we certainly would be able to offer recourse.  We ask that the customer report the damages
to customer care at ###-###-#### as we need details of the damages to allow for
the technician to be prepared. 
 
Kindest 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 colleague and the exchange for the new chair was completed on 6.17.17.  We hope that the...

customer will love this for many years to come.    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...

[redacted]] Sent: Monday, August 21, 2017 1:26 PM To: [redacted]   Good afternoon, I recently received a phone call from Bob's Discount  Furniture indicating a credit was issued to us after I submitted the...

complaint.  The issue has been resolved for Complaint ID [redacted]  I can be contacted at [redacted]. Thank you.  Regards, [redacted]

Good Afternoon Revdex.com-
We are very sorry if we did not make our statement
clear.  It is very clear that the email
address was not entered.  What is not
known is if the customer wanted the email address attached to their account, if
they provided one to be listed on the account. 
If a customer does not provide us with an email, then we can not be
faulted that there is no email listed. 
Guardian does cover damage from pet and human bodily
fluid.  They do not cover pieces that
have been chewed, as this is preventable. 
We are very sorry that the customer was not aware.
Sincerely,
[redacted]
Corporate Liaison
Bob’s Discount Furniture

Dear Revdex.com,
We are sincerely sorry that this exchange has not yet been completed.  We can understand the customer’s frustration.  This exchange is set for Friday 9.23.16.  We will be reaching out to the delivery depot
to ensure the success of this attempt. 
We encourage...

the customer to call into customer care once the delivery
is completed, for compensation.  We
absolutely feel that they are entitled to compensation.  Compensation is only offered once the
delivery is completed successfully, and is offered as a Bob’s Gift Card.
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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-
Bob’s offers the absolute best value available at
our price point.  We also offer the
customer our service guarantee.  If a
customer reports any issues that may be manufacturing in nature during the
warranty period, we will send one of our factory trained...

technicians free of
charge or ask the customer to submit photos for review.  The technician will report to us the nature
of the issue.  If it is an issue that the
tech can correct on the spot, they will. 
If the issue is manufacturing in nature and requires parts, we will
order the parts and have a tech install those parts.  If the issue is manufacturing in nature and
parts and service will not correct the issue, we will then offer a one time replacement.  This statement is reviewed at time of purchase;
it is on every customer’s sales order, signed by the customer at time of
purchase.  It is one of the best
warranties in the furniture business and Bob’s stands behind this 100%. 
 
We
are sincerely sorry that this customer is not completely satisfied with the [redacted] purchased in 2016.  The customer
submitted photos for our team to review. 
We did determine that there are defects in the merchandise.  Replacement parts were ordered and will be
delivered to the customer by the end of April. 
The warranty does allow for unlimited parts and service. 
 
SERVICE
POLICY
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickup. Our mattresses may carry additional factory
guarantees. You must report any factory defects as soon as they occur to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule a Service Technician to inspect the item and
service it to factory standards at no cost to you. If the Service Technician
determines that the factory defect is not serviceable by parts or repair (or
parts are unavailable), we will replace the affected item, one time. If the
item is no longer available, you may reselect to other merchandise. In the
event of a reselection we will charge or credit you for any price difference between
the original and the re-selected item. Merchandise purchased from our “Outlet”
or Clearance Centers that is not brand new/factory fresh is excluded from these
factory defect guarantees. Normal wear and tear or customer-caused problems are
also excluded. Service can only be provided within our serviceable area to the
original purchaser as stated on your sales receipt.
You
also have the option of extending our one year guarantee to FIVE years with the
purchase of our Goof Proof Plus plan. In addition to extending our one year
guarantee to FIVE years, Goof Proof Plus also protects you from a variety of
accidental damages you may cause in those FIVE long years!
 
Call
Bob's at ###-###-#### or ###-###-#### to report factory defects to your
Merchandise. Our Customer Care Department is available 6:30 AM to 8:00 PM
Monday through Saturday and 10:30 AM to 7:00 PM Sunday.
 
Call
Guardian at ###-###-#### to report accidental stains or damages to your
Furniture within thirty (30) days of occurrence.
 
Kindest Regards,
Tracy Sanborn
Bobs Discount Furniture

Good Afternoon Revdex.com-
We are very sorry for our misunderstanding.  We will let the customer choose.  We can refund the $10 difference as a corporate
check or we can have a $49.99 credit applied to the account. 
Please reply to the Revdex.com which the customer would
prefer.  We will then create the
necessary paperwork to support the customer’s choice. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Raja,
I really am sorry that you remain so dissatisfied. My first
response contained information pulled right from our recordings to illuminate
the fact that our technician did not report finding anything of an unsafe
nature within your home. That was his complete report to us, posted for
everyone’s knowledge. We have followed the appropriate protocols for your
injury report and that is currently being reviewed by an insurance adjuster.
If you feel the furniture is too heavy to move around and
this is your reason for seeking to return it, we have addressed that concern by
offering you a reselection. Although you were in our store and personally
selected this merchandise we are giving you the opportunity to pick something
else that may suit your needs better.
You fully agreed to our refund policy at the time of sale
and we are already working beyond our return procedures to satisfy your demand
for resolution.
We are genuinely very sorry when our customers experience any
amount of unintended inconvenience and we stand by the quality of our
merchandise and the integrity of our entire organization. Please don’t ignore
the fact that the internet contains a small percentage of complaints which stay
on forever. We take great pride in the reality that on a daily basis we
maintain a vastly larger pool of customers who are completely satisfied with
their merchandise and their experiences with us overall. Our customers, our
ability to recognize our failures and take ownership to make them right have
allowed us to become the 15th largest furniture chain in the
U.S. 
We look forward to being able to help you find furniture that
better suits your needs and deliver your new selection to you at no charge.
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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

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]

Good Afternoon Revdex.com-
We are very sorry for the miscommunication on the
deliveries.  The customer had two
separate orders.  The agent that the
customer spoke with did confirm the delivery for 1.14.17.  They were not aware that there was a
different order.  That was a...

preventable
error.  We are very sorry for that. 
The customer had the choice of accepting the delivery
on 1.13.17 or refusing and rescheduling. 
They chose to accept.  The rooms
were not ready for the team to assemble the merchandise because the customer
expected to receive the delivery the following day.  The team called into Bob’s per policy to
state that the customer was accepting the merchandise unassembled.  The customer agreed to accept delivery and
that we would not be able to send the team back to assemble.  This is on a recorded call. 
Normally we offer any type of apology in the form of a Bobs Discount Furniture store
credit 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.
As a token of apology for the miscommunication on the
delivery date and the agent not realizing that there were two orders scheduled
for different days and the customer having issues with the assembly and finding
the legs we would like to offer the customer a store credit of $175.  If the customer would like to accept this
offer they can reply to the Revdex.com that they accept and I will have the credit
processed.  
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
This is certainly not how we expect our salespeople to
act.  This is not representative of the
Bob’s culture. We will absolutely offer to compensate this customer.
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.
At this time we would like to offer a $75 ECard to this
customer. We hope that the customer can accept this offer as a token of our
apology.  If the customer would like to
accept, please reply to the Revdex.com that this is accepted and we will process the
paperwork to the Gift Card Department.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because:we did recieve a part yesterday but it was not the part we ordered.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:  The customer representative never offered to send anybody to the house to look at the rug.  I did not disconnect the call until the representative was finished explaining that there was nothing they could do (after putting me on hold two times to talk to a supervisor).  I asked her to send me an e-mail verifying out conversation and she said she could not.  I believe they need to explain their [redacted] + plans a little better to people in the future.  I am willing to have a technician come to the house and look at the carpet.Sincerely,[redacted]

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: 12[redacted]
I am rejecting this response because:
They are not admitting to what they actually did. Below is a step by step of what happened, they are trying to say we didn’t try the mattress the full 60 days.1.    We went in and picked out a mattress based on what we laid on and liked.2.    What we received was not the mattress we picked out, we found out afterwards that is was a newer model that was MUCH firmer and they failed to tell us this when we complained to customer care.3.    After complaining enough they agreed to let us do an exchange but had to pat another delivery fee.4.    When we went to pick out a new one, we first went in as a new customer looking for a mattress, the sales woman was nice and showed us around, when we came to the mattress we originally bought is had a clearance sticker on it. At this point we told her the real reason why we were there. She said “ oh, they must of shipped you the newer model which was MUCH firmer. At this point it was clear that Bob’s was completely dishonest and failed to tell us the truth on what was truly shipped, but was very good at telling us how bad of a customer we were and failed to give it the required time to brake in.5.    We were under a tight time line because I was having MAJOR BACK SURGERY and need the right mattress, not a mattress that was so firm it was like sleeping on plywood. 6.    To us they did a “bait and switch”. We bought one mattress and they shipped us a different one based on the firmness and comfortability. 7.    The store manager waived the 2nd delivery fee after knowing the full story,8.    In fairness it was their fault we were sent the wrong mattress and that is why we want the difference in price waived, not offering half offering the first delivery fee credited.9.    If you read their response, they NEVER ADMITTED TO FAILING TO TELL US THEY SENT US A DIFFERENT MATTRESS BASED IN THE “FIRMNESS”. 10.    Most good companies pay for their mistakes, Bob’s must not want to be a leader in this market. Be honest, own up to your mistake, apologize to your customer and waive the difference. They are still blaming us and not admitting to shipping a different mattress.What do we have to do to make this right? I will do whatever it takes till they own up to their mistake, blaming us and treating us poorly on the phone.
Sincerely,
[redacted]