Blue Ridge Travel

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

Good Afternoon Revdex.com- We are very sorry. It appears the customer no longer had the original method of payment used.  Our system does not allow for us to credit a different credit card, for security against fraud.  The customer received the refund check and cashed it on 6.23.17. Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture   Tell us why here...

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Good Afternoon 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. I find it very alarming that any
member of our staff...

indicated that we gave another customer this customer’s
product.
Our
normal processes for delivery to all customers consist of loading merchandise
to a transfer truck (usually an 18 wheeler) that brings the merchandise to a
depot (Delivery Company) that we subcontract to closer to the customer’s
residence. The merchandise is then offloaded and reloaded to the box truck that
will deliver directly to the customer. Whether the pending delivery is canceled
all together or rescheduled our system views it as a cancelation. The
merchandise that is on the box truck then gets placed onto a returns trailer
(normally this trailer has returning merchandise from customer’s homes/warranty
claims and customers’ old bedding that we take back from new bedding purchases
on it) and shipped back to our distribution center. We cannot tally this
merchandise into our ‘new furniture inventory’ as in most cases we are unable
to sell it at all in the condition it returns to us in; the customer’s sales
order will only look for inventory based off of what we currently have factory
fresh wrapped  in our distribution center
racks. With that being conveyed, we literally do not have the capabilities to
give away any customer’s merchandise to other customers in a situation of
canceling a current delivery and rescheduling to a different date. It is much
more likely that our inventory system experienced a glitch in tracking due to
the large amount of rescheduling or that we had previously sold off all the
beds we had in our racks to customer’s who were scheduled for delivery during  the snow storm (we canceled thousands and
thousands of deliveries due to storm Jonas). Rest Assured -we will follow up on
this communication and properly educate the staff member involved.
As a
retail chain, and not a manufacturer, we have little control over the
availability of some product. As this is a shipment our inventory system
clearly expected in sooner there is always the chance that the overseas
shipping container will make it to our Distribution Center sooner than the
anticipated date we have right now. Please pass on our sincerest apologies that
we haven’t been able to deliver this purchase as advised to our customer and as
we have previously disclosed the merchandise will not be made available to us
to deliver to the customer prior to 2.13.2016.
We have
the current options available for recourse in relation to this customer’s
concern:
              
Either:
·        
To go into a store location and see if there
is a similar item available with stock on hand so there is no delay in
delivery. We will allow the customer to reselect on the entire bedroom set
should they feel necessary. Under this option we will agree to compensate our
customer by refunding the delivery fee paid to us ($199.99) after they have received all the merchandise
they find satisfaction in – This is not a normal offer of compensation for us
and we are making a great effort to accommodate this individual’s demand for
compensation prior to the order being closed so with all due respect to our
customer, we will not be making a higher compensation offer under this option.
·        
To wait for the item the customer initially
purchased with the understanding that the tentative delivery date will be on
2.13.2016 (as long as there are no unforeseen events with this shipping
container I.E –U.S. Customs can and may detain the vendors container in port)
and we will return 10% of the customer’s BED
–HEADBORAD/FOOTBOARD/RAILINGS merchandise purchase price plus the delivery charge after the delivery has been
successfully completed to the customer.
·        
Or, a cancelation of the pending bed, removal
of the product in the home, and a full refund of the customer’s order after the
merchandise in the home has fully returned to our inventory.
 
Again I
do hope the customer can accept our most sincere apologies for what has
occurred; it was never our intention to communicate any delay in shipment or
disappoint our customer.

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 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...

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

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]

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 Morning Revdex.com,
Our records show that this item was delivered on 02/17/2011.
We have received one call for service that was dispatched on 12/12/2015.
Our technician’s report was logged as follows:
December 12-2015
In-1045
Out-1107
Tech-Christian
Sofa/RAF and LAF...

mechanisms are bent, missing cup holder (Customer
threw it out), circuit board ripped it out, hole on the back center
all damages are Customer
Caused and the overall condition of the item is deemed to be fair
Above Comments Added By C[redacted] ( Chris [redacted] ) On 12/12/2015 at
11:19
Our company provided this
sale (in 2011) with a one year guarantee against the occurrence of factory
defects. We have already completed a courtesy to this customer by dispatching a
technician at no cost outside of our responsibility to this item. The only
remaining protection on this item is related to a plan purchased at the time of
sale that is managed by the [redacted] Company, not Bobs Discount Furniture. We
stand behind the quality of our product in the event of a manufacturing defect
however based on the technician’s report that confirms no defects present,
several items actually missing from the furniture, holes in the material, and
the length of time that has passed since delivery with no report of concern
provided to us –nearly four years- we
are unable to offer further recourse for this item.
Kindest Regards,
Stephanie A. G[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-
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],
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

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...

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]

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]

Good Morning Revdex.com-
Please pass on our sincere apologies to this family.  We certainly do not want anyone feeling ill.  I see this has already been set up for an
exchange which is scheduled for 2/23/16. 
I certainly hope that this will rectify the issue for this family. ...


Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care 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 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

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]