Blue Ridge Travel

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 has worked closely with Rachel to...

rectify
the situation and reach a satisfactory outcome.  Rachel has offered a discount back of 30% to
be refunded to the Wells Fargo bill. 
This is the maximum we are able to offer, and this offer was accepted by
the customer.
 
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-
We are sincerely sorry for the very late delivery.   We understand that the customer was
inconvenienced by the team running so far behind schedule.  That is why such a large store credit was
offered as compensation.   The customer
was scheduled...

for an estimate window of 2:45 to 6:45 pm.  She called in and requested compensation for
being routed so late in the day, this call was at about 5:13pm, while the team
was within timeframe.  The customer was
aware she could have rescheduled the delivery; she had already rescheduled the
delivery from 2.23.17. 
We understand the customer was inconvenienced and had to
choose between a late delivery and not having the delivery made at all.  Neither choice was ideal.  We do not offer compensation for a team
running late, as we do offer an estimate window.  This was an extreme case, so compensation was
offered.  The compensation offered was
far above what we would normally offer for one delivery failure.  The team did complete the delivery and
assembly and the compensation offer that was made stands.  If the customer would like to accept it, they
can either reply to the Revdex.com that they accept or call into customer care and it
will be processed. 
Sincerely,
Tracy S[redacted]
[redacted]
Bob’s Discount Furniture

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

of
Goof Proof Plus. 
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].  [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. 
The customer submitted a claim to [redacted] for concerns
unrelated to any accident and the claim to [redacted] was denied.  We have sent a technician to the home for
concerns three times since delivery. 
As a one time courtesy to ensure the safety all members of
the family, we will offer this customer a reselection for the Charisma set
currently in home.  If the customer would
like to accept this offer, please reply through the Revdex.com, we will then create
the paperwork to enable the reselection.  
We will credit for the GPP plan and we will waive a new delivery
fee.  The customer will have sixty days
from the date that they accept this offer to choose new merchandise.  The delivery team will remove the Charisma
set when the new merchandise is delivered.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning [redacted],
I am very sorry for the disappointment you are experiencing with
your bonded leather set. I assure you that Bobs Discount Furniture cares very
much to satisfy all our customers and we stand behind the quality of our
products even after the expiration of our one year...

guarantee period offered directly
thru our company.
Bonded Leather offers the look of luxury at a much more affordable price point
and as its name depicts, bonded leather is real leather that is adhered (or
bonded) to a fabric backing with a strong adhesive. Over time and with any
amount of usage the heat from our bodies and friction from use causes expansion
of the molecules that join the bonded leather to the fabric backing. Bonded Leather is manufactured the same way
industry wide and peeling over time is not isolated to the bonded leather
products we sell at Bobs Discount Furniture. If you continue to
purchase/maintain bonded leather furniture in your home regretfully peeling can
occur based on the nature of this material’s manufacturing process.  You
have had this set for over four years and in that four year period our records
indicate that you have not reported any issues to us before now. The Bobs
warranty on your merchandise expired over three years ago and as this concern
does not stem from a factory defect in the product’s workmanship and is viewed
as normal wear and tear industry wide, we are only able to make a store credit
offer to from a place of extreme courtesy and care. As with most protection plans
the Goof Proof Plan purchased does not cover normal wear and tear, this
courtesy option is not in relation to the plan purchased as it is being offered
to you by Bobs directly.
If you would like to reselect to a different set, made of a different material
that may fit your furniture needs better we can offer to credit you 70% of the
original cost you paid for both the Queen Sleeper and the Chair from your ‘Park
Place’ set. In the interest of fairness we would ask that if you want the new
furniture you select to be delivered you cover the cost of that service as
delivering the merchandise has always been a charge we maintain separate from
the cost of our merchandise. We can offer to remove the current Queen Sleeper
and Chair you currently maintain on the same date we deliver the newly selected
merchandise and cover the cost of disposal for you.
Please let me know if this option for resolution is acceptable to you and I
will process the necessary paperwork and have our retail location contact you
to make you aware of your available credit.
Kindest Regards,
Stephanie G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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]

Complaint: [redacted]
I am rejecting this response because:  Bobs furniture company hired that delivery company. I did not. The couch was defective before it was even delivered. Yes, the knob has been put back on, 5 months AFTER the damage was made to my floor. Does this mean  that since the knob has been replaced that you now walk away without paying for the damage the exposed bolts did to my floor? NO it doesn't. We have a court date scheduled for March. My attorney and I will see you there. I will keep the Revdex.com informed.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I did not receive a telephone call from Bob's Furniture Store (BFS). I did not receive a voice mail, speak to anyone or get a missed call yesterday (10/19/2015). It is unfortunate that BFS would make a fictitious statement to to resolve this matter. 
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.  We were not able to speak with the customer; we did leave a detailed message with our offer.  We hope 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, [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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 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

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 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 Morning Revdex.com- We are very sorry that this merchandise did not live up to the customer’s expectations.  The merchandise was examined by a technician.  It was not determined to be a manufacturing defect.  In an extreme effort to meet this consumer’s demands for resolution we will...

make a one time only courtesy offer for resolution, in the form of a part order. Should the customer wish to accept this offer they are able to reply back to the Revdex.com with the acceptance.  Courtesy Offer for Resolution: We will order at no cost to the customer a part which will rectify the concern.  The part will be shipped directly to the customer’s home.  Kindest Regards,                                         ...⇄ Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

Good Afternoon Revdex.com-
The merchandise was purchased from the outlet area of the
[redacted]tore in April of 2016. The technician was sent to the home October 25,
2016. 
Brand new the [redacted] sofa retail price is $449.00 and the
loveseat is $399.00.  This customer paid
a total of $399.50 for the two pieces, which is less then half the retail
cost. 
It is clearly noted in two places on the sales order signed
by the customer at time of purchase that this merchandise is final sale, no
warranty no service.   If this customer would like to discuss a part
order and installation service they can certainly call into customer care.  That is the only recourse he have to offer on
merchandise purchased from the outlet area. 
 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning [redacted],
My name is Stephanie G[redacted] and I work for Bobs Discount
Furniture as a Corporate Customer Care Liaison. The Revdex.com is a
valuable media channel for both customers and businesses alike. I am so sorry
that we put you in a position where you felt...

necessary to escalate your concern
thru this mediation channel, as is this channel remains transparent to the
public for viewing of concern and business response – please consider this your
initial contact from Bobs Discount Furniture Corporate Offices. Should you
prefer a direct communication after
your concern has been closed as resolved you are welcome to email me directly
at [redacted]
.
I further apologize that your order was at all manipulated beyond
a point you cite to have not agreed to. I find it disturbing that your concern
was initially met with any lack of care and I am so thankful that you gave us a
chance to deliver you the new bedding set you initially selected.
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 you wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and respectfully
mention that we have several cash and carry items that can be taken from our showrooms
or pit locations as our free gift of apology with use of a gift card.
I have outlined two compensation offers below for your review:
please respond with which one will suit you best in moving forward.
Option #1:
We will refund ½ of the delivery fee paid to the financing account
used and provide the other ½ in the form of a Bobs Discount Furniture Gift
Card.
Or
Option #2:
We will provide a Bobs Discount Furniture Gift Card for the amount
of the delivery fee paid ($129.99).
                Please note: In the event of
acceptance the Bobs Gift Card will be processed and mailed to the account holder at:
[redacted]
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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

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,
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the agreement that the customer is
referring to signifies that it belongs to...

the [redacted] – not Bobs
Discount Furniture.
I can confidently state that this type of agreement is commonly reviewed with
an [redacted] Representative and signed with an employee from that company
directly. We do not train our sales professionals or customer care agents on
the inner workings, terms, or conditions of this contract as it is a document
that our company is not authorized to manage, update, or change in any
way.
We are unable to approve a return of this merchandise or arrange for a refund
of monies that the customer has been paying to the [redacted] Company
directly.
We delivered this
merchandise on 11.15.16 we have made one attempt at exchange on 11.16.16. From the first call this customer made that
have requested compensation as a large refund. We have explained that due to
this being an [redacted] order the only option for compensation we have is
a Bob’s Gift Card.  If this customer would
like to explore other options they must do so with [redacted] only. 
Kindest Regards,
Tracy ** S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry for any frustration the customer is feeling.  We do not discount new merchandise as compensation.  We did place a store credit on the customer’s account for a future purchase.  The customer has already far exceeded our policy for compensation in an effort to try to make this right.  We will not be offering any additional compensation.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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