Blue Ridge Travel

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 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 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]

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...

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...

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

Good Afternoon Revdex.com- 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...

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

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their 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. The part order has been placed and will be
delivered to the customer at the address on this complaint by the end of
April. 
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

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 received the delivery and is
happy with the merchandise, they have accepted our offer of compensation.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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]

Good Afternoon Revdex.com-
Bob’s does not manufacture any merchandise.  Bob’s is a retailor.  We sent the tech to see if he could fix the
piece or if he could not, then what parts would be needed.  This is not a free service.  The customer is far outside of warranty.  The customer made a choice to schedule and
pay for the service.  Nothing was forced
upon them.  Knowing the piece was outside
of warranty she could have chosen to have it fixed independently.  We would not know the parts were not available
until we knew what parts were needed. 
Thus the service. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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: Very clearly the Bobs does not have the full information or accurate records. The couch purchased in 2012 is not under dispute, I gave that awat. I had a full bedroom set delivered on December 7th 2012. The entertainment unit was delivered in March of 2013. At the time of purchase, I was not intending to spend almost $400 for the good proof protection for the reasons I listed previously. I have no children or pets and at my age would not be performing a Cirque du Soleil act around my furniture. However, I was very aggressively advised by the salesperson that it would be in my best interest to purchase the protection. They stated very clearly that the furniture would be covered no matter what the issue for 5 years.  I was not advised that there needed to be an accident.   Are you saying that you don't stand behind your product or the company that you chose to use as a 3rd party affiliate?  My request for good customer service isn't unreasonable. I am not an unreasonable person. Would bumping into my furniture be considered an accident? If that is the case then I can go back to [redacted] now.   Hopefully you will do the right thing as a company who provides services to cconsumers.  At the very least you should champion me with the company that YOU chose to use to provide the protection, but I'm not getting even that. This is extremely poor customer service. Inexcusable
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 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

we will accept the delivery charge ($219.00) as a store credit. What are the next steps in using the store credit? 
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.
Sincerely,
[redacted]

Good Afternoon Revdex.com- We can understand the customer’s frustration.  The account is documented that at the time of delivery the customer was advised that to proceed with the exchange the customer would owe Bob’s for the mattress.  The account is documented that the customer agreed to this condition in order to have the exchange completed.   The customer was given store credit for two pieces, only returned one.  The customer owes for the second piece.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because:
Firstly BOBS has basically repeated their stance from the last Revdex.com communication, which was already unacceptable. I always judge any company my family and I  do business with not only during the initial sale of their product or service, but also when issues arise. This is a case where a very large issue arose, and the fact that BOB's is putting into play a one size fits all fix (maximum allowed 10 % return) has shown they are not compassionate to our case. We must also repeat ourselves, as a new customer Frankly after this ordeal I will never shop at BOB's again, andfurthermore how BOB's is now looking to rectify yet again the situation BOB's has truly shown us that they are not serious about taking care of the customer. There is a first and last time for everything, we will continue making any future furniture needs with Raymour and Flanagan, and will be sure to suggest that to family and friends, wouldn't want to see them go through anything like this. BOBS NO THANK YOU. Sincerely,
[redacted]

Good Morning Revdex.com,
Please let the customer know that I am sorry she felt my first
response failed to encourage her confidence in us.
Per the [redacted] tracking number associated with this shipment the
customer’s part order arrived to their door today (12.18.2015).
[redacted] tracking number: [redacted].
At this time we consider this concern closed as
resolved.
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning
Revdex.com,
I am so
sorry to learn of our customer’s poor experience with this purchase. I can only
imagine how frustrating this has been for our customer and completely
understand their position at this point.
We have
already spoken with the customer and approved refund and...

removal of the
mattress.  Memory foam mattresses are not
the right fit for every customer.  This
is scheduled to be picked up from the customer 6/29/16, we will process the
refund back to Wells Fargo once we have completed the pickup.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Liaison
Bob’s
Discount Furniture