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 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...

Complaint: [redacted]
I am rejecting this response because:1) I do not understand the bed cover resolution being offered.  Are the agreeing to send me the second cover?2) Please detail the summary of the $91.34 refund.  It appears they acknowledge changing my order without my knowledge and consent or agreement.  Prior representatives told me the "replacement" was done to save me $100 on my order, since there was an in-store sale they were giving me the benefit of.  The shipping cost me $59.98.  It will cost me at least $59.98 to get the items delivered to where they need to be.  This adds up to $219.96, plus taxes.Attached are screenshots of my original order and the mattress description.
Sincerely,
[redacted]

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]

I had raised a complaint against Bob's Discount Furniture on June 22nd regarding my furniture and the business responded to me yesterday. The resolution was that they are going to give me a store credit for the purchase price of the furniture. They mentioned that if I select a different material then it would be 60% but if it was the original one it would be 100%. I did mention in the resolution that I want the same material and so was expecting the 100% store credit. Today morning I got an email from Tracy Sanborn of Bob's Discount furniture that they are issuing me only 60% store credit which is not the resolution that I expected. Could you please look into this. If possible I would like to re-open the complaint. Thanks, [redacted]

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

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 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

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 that this delivery was not completed.  There are areas that are extremely difficult for us to complete deliveries.  The team was not able to find any place to park. We certainly did not want to lose this customer or this sale.  We did make...

several attempts to complete the delivery, but we were unsuccessful.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because: My frustration is with misleading nature of this transaction, regardless of my "savings" for the purchase. While it may be an as-is sale, a reasonable person would trust that all parts are in the factory sealed container when a sales person says everything should be there. I very much doubt Bob's would accept customers unpacking and/or disassembling every item in their showroom to ensure sealed part kits were complete. As for the expected date of the replacement parts, I have both on my invoice and two separate phone conversations that January 19th is the earliest availability. That date is not only more than the "month" the store is now claiming, but a minimum date that the manufacturer is unsure that it will meet. There were other cabinets in the store I would have purchased if I'd known this issue existed, and now it seems that I'm without this cabinet for the holidays. Unacceptable!
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are sincerely sorry that this experience was so frustrating.  I can personally identify with a consumer’s need for an apology outside of making the concern right. Any compensation agreement is to be discussed after the customer has been fully satisfied with the...

merchandise they have received.  We do wait to discuss the compensation so that we can see all the failures and inconveniences the customer has endured. We offer any 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 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. The delivery was completed 1.10.18.  We have not been advised of any further concerns.  If the customer is satisfied with the pieces in the home, we hope that they will call into customer care to request an account review for compensation.  Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because:The business' recent response is wholly inaccurate.  How was the store confused, when I placed my order online?  Why did the store bundle anything, and how could the store think I was looking for anything other than what I purchased, again...when I placed my order online and noone from the store reached out to me to explain before they did this??  I understand the store received my online order, and maybe found a better deal in-store for me by bundling...but please explain how they then unilateraly decided to spend my savings money on a "cover" that: 1) I didn't order separate in my original online order; and 2) do it without my knowledge or consent, where I spoke to noone at the store before delivery since I placed the order online?  How did this benefit me, the customer???  I again attach the printout of my online order.  I never spoke to a store representative until after the mattresses showed up at my billing address, 200 miles away from where I asked them to be shipped, and noticed that only 1 cover was delivered with my mattresses.I again also attach the printout from the desciption of the mattress item for sale.  It distinctly says each mattress I ordered comes with an "updated cover" that "makes this bed look and feel out of this world."  Further down, it says in "Product Details:" that they each come with a "-Stretch knit fabric cover," and under "Mattress:" it says it comes with a "-Plush knit fabric cover."  Imagine my surprise when I received only 1 cover with my order, and now I'm being told I was charged for it from the savings the store found for me by bundling?!?!?!?  If there is any confusion here, it was caused by the business' misleading sales advertising, and poor customer relations and improper delivery practices.You still fail to explain how I am supposed to get these mattresses to the destination that I ordered them to be delivered to, and what you will do to reimburse me.  I presume I will have to FedEx them myself from my home, where they were incorrectly delivered, to my vacation house 200 miles away...and that charge will be at least what you charged me for shipping.
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.
Regretfully I am unable to locate any account information that matches this
consumer’s complaint within our internal records.
I have looked...

under the name, phone number, and address provided here and under
the address, but a different name, there is a purchase from May 2011, which
does not match this complaint.
 
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further?  They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the
customer can provide the original phone number that may bring up their account
records.
 
We ask that the customer responds to us thru this Revdex.com channel 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,
Please pass on our sincerest
apologies for the inconvenience the 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. 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.
In an extreme effort to try to make this right for this customer,
we will offer to refund the delivery fee paid back to [redacted]. Please
advise the customer that all paperwork needed for this transaction has been
entered from our end and action is required from the customer at this time.
I have listed the steps below for the customer to follow in order
to get the initial processing of this refund completed. We highly suggest the
customer complete these steps as soon as possible so that the refund process is
expedited quickly on their behalf.
o  
Anytime after 10am and before 9pm Dial ###-###-####
o  
Press the number one (1) on your phone’s keypad when you hear
Bob’s voice.
o  
When the office person picks up explain that you are calling to get
a refund processed to your credit card [redacted] card ending in [redacted]
and provide them this order number: [redacted]
o  
At that point they will take the credit card information from you
and complete the processing.
In most cases any remaining questions regarding refund processing
time can be answered by reviewing the policies listed on your sales receipt.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Morning Revdex.com,
Please pass on our apologies for the poor experience
our customer dealt with while waiting for their delivery. Regretfully on this
day our organization made a mistake and we did the best we could in the most
efficient time we could to correct that mistake and get our...

customer their
delivery. Our records show that the customer’s chests were successfully
delivered on their scheduled date of 12.11.2015.
Again we are very sorry and remain disappointed in
ourselves when any customer has to experience unintended additional wait time
outside of their estimated delivery window. We are unable to refund a fee for a
service that was completed and in order to provide fairness to all consumers
alike we do not offer apology amounts based off of any one individual’s time. As
a further form of apology we would be happy to provide our customer with a
$50.00 Bobs Discount Furniture Gift Card.
Please
have the customer review our offer and respond to the Revdex.com as ‘satisfied’ if
they would like our offer processed. Please ask the customer to be as specific
as possible in their response (a copy paste of our communication is acceptable
and recommended) so there is no hold up in them actually receiving
compensation.
                Processing: There are
different ways available to process this gift card (please advise the customer we are expecting that they make us aware of
which processing route they prefer):
                                        ...⇄ Either
–
1.      
The Gift Card can be mailed to
the customer’s billing address and can be expected by regular mail within 10-14
business days. This physical card will have a number on the back of it that
allows it to be used within a showroom or for any of our online items.
2.      
The Gift Card can be
electronically uploaded to the customer’s Bobs Discount Furniture customer
number and the customer can access the funds by supplying our retail location
with their telephone number at the time they are seeking to use this gift card
within any of showroom locations. Complete processing of this request normally
takes 24-72 business hours and this type of gift card may only be used to
purchase items within our physical showroom or outlet locations (no use
permitted online).
3.      
The Gift Card can be processed as
an ‘E-Card’ which means we will send the customer an email confirmation with
the gift card number and they may use this gift card number within a showroom
or for any of our online items. Complete processing of this request normally
takes 24-72 business hours and we would use this email address: [redacted] to process to.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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] 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.
If this customer wishes to have the contract canceled and the merchandise
picked up we can certainly honor that request. 
Per the contract signed between the customer and [redacted] they
would not be able to receive any of the rental payments back.  Returning the merchandise would cancel the
contract only. 
At this time we do
have an exchange pending.  The customer
can either except the exchange or call [redacted] to cancel the contract
and schedule the pickup. 
Kindest Regards,
Tracy N. S[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. I will go for the same material sofa as we like that a lot and do not want to go for cloth sofa as my son is just 1 year old and may spill liquids on it. 
Sincerely,
[redacted]

Good
Afternoon Revdex.com,
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...

manufacturing guarantee period.
Bonded Leather offered the look of luxury at a much more affordable price point
and as its name depicted, bonded leather is
real leather that is adhered (or bonded) to a fabric backing with a strong
adhesive. When this material became available from our manufacturers Bob’s like
many other retailers believed it was just short of a miracle. 
We
have since found that many of our customers have experienced the adhesion has
separated causing a bubbling or peeling of the top leather.  As this has affected so many of our customers
we have made it our policy to offer a reselection to those customers that
advise us they have this concern. 
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 100% of the
original cost you paid for the [redacted] sofa and loveseat, this would be a
reselection credit.  We will waive a new
delivery fee and expect to pick up the [redacted] set when we deliver the new
pieces.
Please
reply back to the Revdex.com mediation service 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.  I would also like to know if you can provide
any details of the conversation you mention in your complaint.  As this is not our policy, I would like to
know if the customer recalls when this conversation took place and the name of
the agent that gave this false information. That is an opportunity for retraining.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison