Blue Ridge Travel

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 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

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]

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]

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:we did recieve a part yesterday but it was not the part we ordered.
Sincerely,
[redacted]

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

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 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

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]

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

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-
We are sincerely sorry for the miscommunication.  The agent that the customer spoke with was
incorrect in their reporting.  Thankfully
this was recognized and the agent has been counseled.   The customer
has already been set up for a reselection...

credit to go back and choose other
merchandise. 
We are very sorry that the customer was given incorrect
information, resulting in frustration and delay for the customer.  We hope that they will find new merchandise
that they will love for many years.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- Due to the intricate nature of this complaint, we have 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 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

I am very sorry to hear you have located pests in your home. Bob’s takes all precautionary and preventive measures available to us to avoid contamination, we do not sell products infected by pests. The merchandise that you purchased was a new product that was wrapped from the manufacturer. I can...

imagine that this ordeal has not been easy on you, but the facts are that the source of bed bugs are from somewhere other than new furnishings. These pests require a human source to survive and they move around by hitch-hiking on people and their belongings. Unfortunately, bed bugs have become widespread throughout the United States over the past several years due to both a combination of global travel and the absence of effective chemical treatments to deal with them. Please be aware that the presence of bedbugs does not reflect on the cleanliness or otherwise of their environment – they can survive and thrive wherever people reside, and they are most active at night when they feed.      We regret that you experienced this problem, but we are unable to respond to issues when the cause is beyond our control.   Kindest Regards, Tracy S. 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 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

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...

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