Blue Ridge Travel

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

Good Morning [redacted]
We are sincerely sorry
that you had to endure so many failed deliveries and in the end we were not
able to make the delivery for you.  We
absolutely agree that you are entitled to a refund of the delivery fee. 
I have created all the...

necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment Visa [redacted].  Once the
credit card number is entered into the transaction the refund(s) should process
back to you within 5-7 business days.
 
 
Anytime
after 10am and before 9pm Dial ###-###-####Press
the number one (1) on your keypad when you hear Bobs voice. When
the office person picks up explain that you are calling to get a refund
processed to your credit card and provide them this order number: [redacted]
 
Kindest Regards,
Tracy S[redacted]
Corporate Customer Care Liaison
Bob’s 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

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 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...

Good Afternoon Ms. [redacted], I understand your frustration and again extend our apologies for any and all inconvenience we have caused. It is very unfortunate to hear that you do not plan to return back to Bob's Discount Furniture, based on your previous experience. I assure you that your concerns will be addressed internally, especially for the benefit of future customers.Since you have received the benefit of our delivery and assembly service, a full refund of your delivery fee can not be issued however, your demand for compensation is understood. Generally all compensation is issued in the form of a Bob's Discount Furniture gift card; as a courtesy I will refund $50 of the $169.99 delivery fee, as final compensation.Thank you for affording us the opportunity to furnish your home; although it may be the last,  your business is very much appreciated.Thanks,[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 Rowan...

to
rectify the situation and reach a satisfactory outcome.
 
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

Complaint: [redacted]
I am rejecting this response because:the facts are not accurate / honest / no good faith effort has been made to resolve my issues and concernsCustomer Service has been misrepresenting / obscuring and omitting facts.I told them from the beginning what the problems where. They assured me that it would be taken care of to my satisfaction.I do not feel that having splinters in my children's hands is acceptable. Aside from spending $ 2,000.00, taking numerous days off from work( with out pay ) making numerous phone calls and investing my time on this their IS A VERY - VERY BIG SAFETY ISSUE. 
Sincerely,
[redacted]

Good Afternoon Revdex.com,
Please pass on our sincerest apologies
for the inconvenience this delivery experience 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 the completion...

of
their delivery.
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. 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 one of the largest furniture retailers 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 we are a company with a core value of fairness we are unable to
offer apology amounts off of any individual’s time or factory fresh merchandise
that stands in good condition in the home. While it is not 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.
I have listed three (3) options below for the customer to choose
from for compensation. Please have the customer select (1) one option and
respond back to us via this Revdex.com channel:
Option #1:
We will process a Bobs Discount Furniture Gift Card in the full
amount of the delivery fee paid ($129.99).
-Or-
Option #2:
We will process a Bobs Discount Furniture Gift Card for ½ the
amount of the delivery fee paid and refund the remaining ½ to the customer’s
original method of payment.
-Or-
Option #3:
We will process a refund to the customer’s original method of
payment in the full amount of the delivery fee paid ($129.99).
We look forward to hearing back from our customer and we apologize
again for the time that this concern has taken away from her.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good
Afternoon Revdex.com,
I don't blame our customer for being very upset with us and on
behalf of Bobs Discount Furniture I extend my sincerest apologies.  I know
and acknowledge how unpleasant this entire ordeal has been for our customer and
while I know this is their Bobs...

experience I assure our customer that we would
not be continuing to grow if all our customers were met with so much
disappointment during such an important purchase.
The account records for this customer indicate that as a follow up
to their status request on 10.17.2015 we spoke with them today (10.19.2015) and
were able to correct the errors present on our end delaying this refund. We
apologize for the lack of care associated with responding to this customer’s
concern and thank them for escalating their concern so that we may address the
obvious coaching concerns we have.
As the funds will be released from our system over night – tonight,
we expect no more than a 3-5 business day complete (please take into account
the time that the bank who manages this card may need to process) processing
return time to our customer.
We apologize again for the frustration our internal failures have
caused our customer.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because:
Dear Revdex.com,
Thanks for
following up on behalf of me. I do appreciate the offer that Bob’s has provided
and it could be acceptable to me but I am rejecting this offer because I don’t understand
the verbiage listed by Ms Tracy.
“As this is a one
time courtesy- It should be expected that for any future occurrences of
concern, on any other sales order, this individual consumer is agreeing to
adhere to the terms and conditions of their warranty coverage and the
determinations of Bobs Discount Furniture’s Service Professionals. Our Service
Policy is fully disclosed on the customer’s sales invoice and provided at the
time of sale.”
I don’t understand what Bob is trying to
convey, reading through this, I am to believe that the above statement means
that I can no longer make any claim for any product that I have purchased
through Bob and in that case I will not agree to this terms. I have paid good
money for products that I purchased from Bob’s, several thousands of dollars
and I bought additional warranty because I felt necessary for unseen events.
Bobs is not the only vendor that I buy additional warranty from but Bob’s has
been the only vendor that I had to reach out to Revdex.com and other channels to fight
for something that is totally within the bounds of their warranty coverage but
they are denying it because of a FABRICATED report by one of their techs that
they claim to be true without a shadow of doubt. As mentioned earlier, there is
still no call from any supervisor or has there been a process for re-evaluation.
I don’t want to keep repeating the same old tune but the fact of the matter has
not changed even with this offer. I feel this offer is more hurtful then
rejecting one claim because my understanding is that I am losing warranty on
every other product that I own purchased from Bob’s.
As mentioned, I don’t mind the offer and
I do think its decent offer but if this offer takes away my ability to make a
legit claim for a warranty for all the products that I have in my home today
then this offer is totally unacceptable. Also, what happens if I do accept and
get a new mattress and sometime later I run into the same problem again with
the new mattress, Is Bob again saying that there is no warranty coverage?
I will accept the offer, if Bob’s removes
this verbiage or modifies so that my existing warranties and the warranty for
the new mattress that I will take with this settlement is not affected.
If my assumption is correct about the verbiage
then you can see how Bob’s is trying to get away so easily with this settlement
and in actuality as a customer I am losing more than what I complained about
originally. Bobs clearly has figured out good ways to manipulate customers
rather than being good customer service which is what was required in this case
from the beginning. I have dealt with so many vendors and no one has ever gone
out of their way to dishonor their warranty because they could save a few. It
is unfortunate to say Bob’s is the first in my experience that caused so much
of pain and agony where this could have been a simple transaction that could
have resolved easily.
Please let me know if you have any
questions.
Thank you!
Sincerely,
[redacted]

I am rejecting this response because: First, there was never an offer to repair since the part was not available.  Secondly, I was never offered a replacement, I was offered store credit. If the customer service people had a clue, they would have realized that the recliner does not need to be replaced, only the electric lift mechanism does.  My fear is that the recliner that they say was ordered does not match the other four pieces.  Will Bob's guarantee to the Revdex.com that the ordered piece will match the other four pieces and it will function properly and that if it doesn't match or function properly or if its not delivered as they say in their response, they will refund the entire purchase price.     Sincerely [redacted]

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 has accepted our offer and we hope 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...

Good Afternoon Revdex.com-
We have reviewed the account and agree with the customer
that in this case the new delivery fee should be waived.  We apologize that the customer was inconvenienced
in this way.  We have corrected the
reselection credit to reflect 100% credit for the chair...

and no new delivery fee
to be charged.  The team will remove this
chair from the home when the new piece is delivered. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Dear Revdex.com,
We are sincerely sorry that we have not been able to successfully deliver this
customer’s merchandise.  I do see that
the team hoisted the merchandise as a courtesy to this customer.  This is not something we would be able to
offer in the future, as most often this...

process causes damage to the
merchandise.  There are frame damages,
tears and seam separations that result from this action.
We will set this customer up for a store credit of $100
as compensation for the multiple deliveries and services.  We hope that this customer will be able to
find a set that is able to be delivered safely. 
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

Complaint: [redacted]
Please send me a full refund at once!I am rejecting this response because The Table and Six Chairs came Damaged. I made a complain with the covered warranty period. That is individually and with [redacted] I also never received a Protection Plan Booklet.I will be forced to go to the media/court to inform the public about my horrible experiences and to display the picture (date stamped) and witnesses to the inferior/faulty products I was sold by Bobs Discount Furniture. I am a disabled individual, who is on a limited income. I can't afford to lose that money.I am not going to let this cause me monetary loss because of their refusal to replace faulty/inferior products sold to me. I was also sold a protection plan that uses it representatives to twists my words so that they will not cover the damaged products. I have never received a call or a message from them on the dates provided. Clearly, three is there is a faulty information. Why would you call me a year later to discuss glass inserts you sent a year ago.Furthermore, I would prefer email communication, that would provide proof for both parties. They record conversations, I sure they have recording of the times I called in.Thanking you in advance!
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry that this experience has not gone well.   We do have this exchange scheduled for Friday
11.25.16.  We can certainly discuss
compensation upon the successful delivery.  
We will not be able to offer the amount of compensation...

the customer has
mentioned in this complaint.  We do offer
compensation in the form of a Bob’s Gift Card. 
Once delivery has been completed the customer can call in for an account
review for compensation.  We hope that
the customer will bear in mind that as a business we are under no obligation to
offer compensation.  Any compensation
that we offer is as a token of apology for our failures only. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because:  The paperwork I received does not contain the information that the Bob's representative references.  Unfortunately I do not have my paperwork with me at this time.  I will forward at a later date.  The paperwork I received does not state that defects will only be resolved with a visit by a technician, replacement, or store credit.  Yes, I did refuse these options because I am seeking a refund and the ability to return the furniture.  There was no attachment to this email so I cannot read what Bobs sent you.  I would like the Revdex.com to make further inquiries into this deceptive type of business practices.  I am sure I am one of many who have been mislead by Bob's Furniture.Thank you for your help with this issue.
Sincerely,
[redacted]

Good Afternoon Revdex.com,
We understand that this customer is extremely upset by this issue.  We must stress however that the details are
misrepresented in this complaint. 
We reached out to every customer that had delivery from
a single lot of mattresses.  We had...

been
informed by the shipping company that they had located mold in the container
that the lot was transported in.  The
mattresses in this container were individually wrapped, boxed and the boxes
shrink wrapped again.  No mold was found
on our boxes or mattresses.  We reached
out to each customer and offered to exchange the mattress as a precaution only.
This customer has been in constant contact with Bob’s
Supervisors.  We set up the credit and
offered to pickup what was in the home because they didn’t want to wait.  The customer then changed their mind and
wanted to go reselect first, so they would not be without merchandise.  They have changed their minds several times
on what they would like to do and when.  We
were informed of the possible issue on 8.15.16 the customer was called the same
day, the credit was set up.  The customer
requested we credit them for the foundations, the pillows, the mattress
protector as well as the mattress.  We
agreed as a courtesy to include everything the customer had asked for.  The customer then went to the store and
selected other merchandise and asked us to cover the difference for the new
merchandise that was more expensive.  We set
up the credit for that as well.
At this time the exchange is set for today
8.18.16.  We hope to have this situation
resolved for the customer today. 
 
 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are sincerely sorry for any misunderstanding on our
part.  The phone number on this complaint
###-###-#### does match an account. 
This account contains one purchase a sectional made in 2014 and
delivered to a completely different address. 
The name the customer provided in her response does match several
accounts.  None of those accounts match
the address or phone number the customer has provided.  Is it possible the customer is providing the
agents with another phone number when 
she calls in?  If we could have
another phone number to try or the customer’s account number we would greatly
appreciate that information.
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture