Blue Ridge Travel

Good Afternoon Revdex.com- We are very sorry that there was any misunderstanding while in the store.  The salesperson obviously thought that this was going to be a purchase.  The salesperson would not have invested time in the process if they did not believe the customer was looking to complete...

a sale.  We are sorry if that was not the intention.  The order has been canceled.  Sincerely, [redacted] Corporate Liaison Bob’s Discount Furniture 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 has accepted 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...

Complaint: [redacted]
I am rejecting this response because: My item was not delivered over a year ago as you stated in your response. My bed was delivered on 4/6/16, not even 3 months at the time that I initially attempted to make your company aware of the issue. 
Sincerely,
[redacted]

Good Afternoon Revdex.com- Bob’s offers the absolute best value available at our price point.  We also offer the customer our service guarantee.  If a customer reports any issues that may be manufacturing in nature during the warranty period, we will send one of our factory trained technicians...

free of charge.  The technician will report to us the nature of the issue.  If it is an issue that the tech can correct on the spot, they will.  If the issue is manufacturing in nature and requires parts, we will order the parts and have a tech install those parts.  If the issue is manufacturing in nature and parts and service will not correct the issue, we will then offer a one time replacement.  This statement is reviewed at time of purchase; it is on every customer’s sales order, signed by the customer at time of purchase.  It is one of the best warranties in the furniture business and Bob’s stands behind this 100%.    We are very sorry for the concern addressed here.  We have previously offered the customer the option of reselecting to different merchandise.  We offered to cancel the pending part order and set up a credit so that the customer could choose other merchandise.  We offered to waive a new delivery fee.  The customer has refused this offer.  We are not able to extend an offer for refund.  The customer can call in at any time and have the reselection created.    REFUNDS AND CANCELLATIONS POLICY You may request a full refund on orders for stocked merchandise at any time up until the time we deliver the merchandise to you or until you pick it up.   SERVICE POLICY We guarantee that our new products will be free from factory defects for one year from date of delivery or pickup. Our mattresses may carry additional factory guarantees. You must report any factory defects as soon as they occur to our Customer Care team within one (1) year of possession, and a Customer Care representative will schedule a Service Technician to inspect the item and service it to factory standards at no cost to you. If the Service Technician determines that the factory defect is not serviceable by parts or repair (or parts are unavailable), we will replace the affected item, one time. If the item is no longer available, you may reselect to other merchandise. In the event of a reselection we will charge or credit you for any price difference between the original and the re-selected item. Merchandise purchased from our “Outlet” or Clearance Centers that is not brand new/factory fresh is excluded from these factory defect guarantees. Normal wear and tear or customer-caused problems are also excluded. Service can only be provided within our serviceable area to the original purchaser as stated on your sales receipt. You also have the option of extending our one year guarantee to FIVE years with the purchase of our Goof Proof Plus plan. In addition to extending our one year guarantee to FIVE years, Goof Proof Plus also protects you from a variety of accidental damages you may cause in those FIVE long years! Call Bob's at ###-###-#### or ###-###-#### to report factory defects to your Merchandise. Our Customer Care Department is available 6:30 AM to 8:00 PM Monday through Saturday and 10:30 AM to 7:00 PM Sunday. Call Guardian at ###-###-#### to report accidental stains or damages to your Furniture within thirty (30) days of occurrence.     Kindest Regards, Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison       Tell us why here...

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

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
Good morning Revdex.com
Let me just start by saying I am disgusted by the reply from
Bob's discount furnitureI did not purchase my living room set for more than
50% off also the set that I purchased was on their sales floor right in front
of their dinning roomThe fact that I contacted them in a week of having the
merchandise advising them that the merchandise hurt my child, which should be
safe for my homeLet me also had two months ago to be exact my mom was in the
hospital I bought her reclining chair from Sears off their sales floor the
chair was defective and Sears went above and beyond to make sure my mom had a
safe chair in her home I am not looking for a refund from Bob furniture store
however I think it's extremely unfair for them to brush it off the fact that my
child got hurt by their product and stating that I paid less than 50% off for my
merchandise is really upsetting the set was 50% off of is 399.50 which I paid plus tax it's unfair for them to
say there's no warranty there's no recourse and theirs nothing they can do
about it I contacted them within a week of having the merchandise I did not
contacted them a year later six months later or seven months later so they need
to resolve this situation the main reason why I am stressing it because I had
defective merchandise in my household which I purchased from them so why are
they trying not to do something about itStating that they offer best effort
what this effort the technician came out and all he needed to do was put the
springs back where they came fromThe fact that I told them that my daughter
got hurt they should not even have send a technician out they should've gave me
a credit to get something that is safer for me and my family why are they
trying to run away from this situation which is at hand that I don't
understandNow I know for sure I will never shop at the store anymore I'll
make sure I take my business elsewhere because I know if it was the another
company I would not have this problem I have seen thousands of complaints about
Bob's discount furniture product and how they conduct business and now I
understand I hope they take in consideration that my child got hurt and I
reported the incident in a weekI think its only fair for them to give me
credit so I can get something safe for my family and me
Thank you

Complaint: [redacted]
I am rejecting this response because: when my wife initially purchased the 3 chairs, she was told that she could return them...when she tried to return them she was charged another 49 dollars. we tried to negotiate then and that was just a run around.   much furniture from Bob’s in the past, and to date have
experience no problem.
Simply put, the chairs were much too big. On November, 15th
my wife returned to Bob’s furniture store. The experience once you have a
problem with Bob’s is totally different it seems, than when they make a sale.
My wife’s primary language is not English, did not seem to be an issue when she
was making the purchase, but a real problem with she wanted to return the
chairs for either smaller ones, (which they said they did not have), or a
credit on her credit card.  She was not
only treated quite rudely, she was treated in such a way, that the color of her
skin was mentioned. They charged her credit card, without her understanding nor
consent, another $49.00. She came home, crying and upset. I looked at the new
charges, and asked what they were for, for which she did not know. She told me
that she thinks she was told that she has 60 days to spend the money in the
store, or forfeit it.  For something they
say they do not have.  I am really concerned at they have yet another 49 dollars, in addition the the original payment, and to top if off, they claim to not understand what is going on. To be clear, we have no credit, were are out another 49 dollars, we have chairs that are way too big, and Bob's Furniture is playing like they do not know what is goin on. Sorry to be blunt, but, I am trying hard to work this out. I want them to refund my wife's credit card, and pick up these chairs.  I am  not sure, what they are playing around still. I need you to please try to work this out.  Simply put, they have the original amount, and 49 dollars in addition, and we have chairs that are too big. Bob's Furniture's commercials, and sales people, sure are different that how they treat you if there is a problem. Please try to here here. We do not want anything online, if the chairs my wife saw, and bought, how can some picture help. We just want our money back.... 
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are very sorry for any confusion or misunderstanding.  We have confirmed with the store the display model has only two positions and does not lay flat.  We are not sure if the customer might have seen one in another store, our does not lay flat.  This was...

delivered in May 12, 2017.  We have tried to work with the customer and accommodate their requests.  This has been exchanged twice and had services to try to correct the concern.  At this time, there are no manufacturing defects.  We have offered services and exchanges to try to rectify the concern.  This has been in the home for over 5 months.  We would not be able to offer any other resolution for this concern.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com-
This issue came to our attention through our corporate
office, we have reached out to the customer directly to discuss our offer of
resolution.  The customer has accepted
our offer.   We thank the Revdex.com for bringing
this to our attention....


Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry for the delay in having this concern rectified.  A second tech was sent out and was able to reattach the brace that secures the arm.  We ask that the customer replies if there are further concerns with the set.  Sincerely, Tracy S[redacted]...

Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Morning Revdex.com,
We are very sorry for the issues
with the merchandise that this customer has had to deal with.  It is always more difficult when it is for a
child’s room.  We would not be able to offer
a refund for this merchandise.  Any
merchandise, once delivered is no...

longer eligible for a refund.  The pieces that were recently exchanged were
done so as a courtesy.  When we sent the
tech to the home the beginning of February, he did not find any manufacturing
defects.  He did correct the issues that were
presented with the bed.  The customer was
not happy with the repair, so the pieces were replaced. 
There have been no issues with the
bed called in since the pieces were replaced. 
If there are any further issues with the bunk bed we will address those
issues.  The warranty that was purchased
clearly states that parts and service are offered when any manufacturing
defects are reported.  Please see
attached a copy of the customer’s sales order which states on page 2 the
service policy and the refund policy, also attached a copy of the [redacted]
warranty handout sheet.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison

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:Both issues were reported to them at the same time.  The damage was found when the person was inspecting the foundation, which was not moved since the install.  The foundation was damaged either prior to arriving at out house or when the delivery persons put it in the house.This company has no communication skills and does not want to take any responsibility for any of the issues.  They could have at least responded to my house to see the damaged foundation, and they wouldn't even do that. Regardless of the first issue being their fault or not, the damaged foundation is still on them. We have no use for them, and that was why we were putting the review on the Revdex.com site, so that other consumers are aware.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: you can see in the photo that the stitching came lose and they are avoiding the framing in the couch came loose and there's nails sticking out of the couch. I will be contacting the attorney general's office false advertisement and will be taking legal action against Bob's discount furniture if they don't uphold there warrantee. witnesses of the tech saying that the would replace the couch  bob's discount furniture should be ashamed taking avantage of a father of 3 with cancer and myself.I have attached two photos showing the needle sticking out and the wood frame broken.
Sincerely,
[redacted]

Today I received a call from Bobs Customer Care, they apoligized for the inconvenience and they are going to send me all set of six chairs on August 7, 2015. The problem has been resolved Thank you to Revdex.com, I am satisfied and I really appreciate it.Best regarts,[redacted]

Complaint: [redacted]
I am rejecting this response. I have already stated my concerns in my previous reply.
Sincerely,
[redacted]

From: [redacted]rg> Subject: Re: You have a New Message from Revdex.com Serving Connecticut Regarding Complaint [redacted]   I would like the $50 credit to Bob's as they offered.

Good Afternoon Revdex.com- We are very sorry.  [redacted] calls are recorded, just as Bob’s calls are.  The person that called [redacted] reported that there was no accident.  They did not report someone fell into it. FRAME DAMAGE-it looks like the metal frame is off track, no accident happen to cause this to happen just noticed this 2 weeks ago , that someone sat on it and that then they tried to but it back on track and they don’t know how customer states that they got it propped up by a wall MECHANISM DAMAGE- the Recliner that the mechanism the power doesn’t work anymore at all no accident happen to cause this that it just stopped offered 24 hours customer stated no it just stopped working It is obvious from the pictures that this was not damage done by someone tripping and falling on the chair.  We are very sorry, the warranty covers damage that was the result of a single accident through [redacted] and any manufacturing defects through Bob’s.   Wear on the piece from everyday use is not covered.  This is similar to auto insurance, if you get into an accident; you report it to the insurance company.  If you need new tires or wiper blades because they have worn out, it is still damage, but it is from use, from wear and it is not covered under any warranty.    Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com-
We are very sorry that this delivery process was
frustrating.  We would not want that
experience for any of our customers.  We
do have to somewhat base our offer of compensation on the not only the failures
present but the amount of the sale as...

well. 
The maximum we offer as compensation as a refund is ten percent of the
merchandise cost.  Your merchandise cost between
the two orders was about $1500.  The refund
processed was for $152.  Any additional
amount offered as compensation can only be in the form of a Bob’s store
credit.  We are willing to offer this customer
an additional compensation as a token of apology in the form of a Bob’s store
credit in the amount of $100. 
If this customer is able to accept this offer, please reply
to the Revdex.com that it is accepted and we will then submit the paperwork to our
operations department to process. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because additional compensation beyond the delivery fee is absolutely warranted. We did not get the furniture in the promised timeframe all while bobs had our money paid in full. I expect additional compensation for the company`s inability to follow through on the promised product and timeframe. Throughout the process several misrepresentations were made and we should be compensated for that accordingly.
Sincerely,
[redacted]