Blue Ridge Travel

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 Diana 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 Tell us why here...

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]

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]

Complaint: [redacted]
I am rejecting this response because: I have lost many days for of vacation for something that should have been delivered correctly the first time...not the 7th. Also I don't want compensation in the former of a gift card because I will never buy anything ever again for this company. I can't afford to take more vacation time for broken furniture to be delivered.  I only get 10 days of vacation and 7 so far are being used for this furniture. Completely unacceptable.
Sincerely,
[redacted]

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. I have already stated my concerns in my previous reply.
Sincerely,
[redacted]

Good Morning
Revdex.com,
I feel terrible and extremely
embarrassed after reading about this customer’s experience with us thus far. 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.
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. On a daily and consistent basis we arrive within our
estimated four hour timeframe window as conveyed to our customers on over 3,000
deliveries. We do not set out to intentionally disappoint our customers and we
take full responsibility for the failures that occurred (even if they were events
beyond our control) that delayed the delivery team past the building restriction
time for the original delivery date.
As indicated above our first priority is to get this merchandise to our
customer as soon as it is possible and as of right now our records indicate
that we are scheduled to deliver on 4.20.2015. While it is not normal procedure
to do so we do understand that we failed our customer and are willing to work
outside of our normal guidelines and policies for making it right first (prior
to offering a further form of apology for the frustrations we have caused ).
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 the 15th largest furniture retailer 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 with use of the gift card.
Once the merchandise has been successfully delivered into the home
the customer may contact our offices and have a Bobs Discount Furniture Gift
Card processed in the amount of the delivery fee paid to us ($100.00).
I truly wish there was a way I could undo what has been done and I
apologize again for the appalling impression our customer has been left with of
our company. Our customer has our pledge to maintain the quality of all our
customer interactions at every level and we truly thank our customer for
escalating the report of these incidents to our corporate offices so that we
can address the coaching concerns we clearly have.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care
Liaison

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-
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

Good Afternoon Revdex.com- The purchase delivered on 10.11.17 came with a one year warranty against manufacturing defects.  The customer did purchase Goof Proof on the living room sectional only, with coverage for accidental damages.  The bedroom set, which is the merchandise in this complaint,...

does have a crack in the footboard.  This damage is not the result of a manufacturing defect.  The merchandise does have a one year warranty against manufacturing defects only.  Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture   Tell us why here...

Good Afternoon Revdex.com,
Please pass on our apologies to the
customer for the disappointment they are experiencing with the product and for
the lack of care they feel their concern is being addressed with.
We provide a ‘natural characteristics’
poster in our stores that describes the...

likely and expected traits for this
type of product. I have attached this document for Revdex.com and consumer’s review
for this claim.
When the customer initially reported
their concern we believed the report indicated a disappointment with the
natural characteristics of this piece therefore we offered a one time courtesy
exchange. Now after the second table delivery we still believe the customer is
communicating a disappointment with the natural characteristics of the item. In
an effort to please the customer we provided the option to them of picking a
different product (not made with stone) that may suit their expectations
better. As a business we must take into consideration that with this offer we
are now agreeing to remove another table that has nothing structurally wrong
with it due to customer preference. In all fairness our business did not fail
our customer in delivering adequate product that is up to the manufacturing
standards of the piece. As a retailer we also took proactive action to make the
consumer aware of what should be expected of this piece prior to the initial
sale being completed (by displaying the stone poster information in location).
If the customer still wishes to make a
reselection on the table because they are unhappy with the natural character of
this item we will agree, as another courtesy, to waive the new delivery fee associated
with the reselection.
If the customer disputes this response
because they truly believe their table is structurally damaged they are welcome
to send thru photos of these damages and we will review these pictures with our
Service Management Team to see if any further resolution offer should be made
off of the current table top in the home.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good *fternoon Revdex.com,
While I *m very sorry for the
poor experience this customer outlines receiving from us I must convey that I
am perplexed *s the customer’s *ccount shows *greed to *nd *lready processed
resolutions for the listed concerns.
On 11.13.2015 (same day *s the
initial...

delivery) we processed * 15% refund on the Table Top/Table Base, 1 counter
chair (I believe this for the chair that the delivery men set up *gainst
manufacturing specifications), *nd 1 ottoman *s * concession for the reported
concerns with this merchandise.
In *n extreme effort to make the
customer happy we then *pproved *n even exchange for * brand new ottoman (and
the customer kept the 15% refund processed back to the financing *ccount
previous to this exchange). Our records show that the ottoman was successfully
replaced on 11.24.2015 (prior to Thanksgiving Day) *nd we show no further
report of concern made to us on this piece.
On 11.20.2015 we refunded the
delivery paid to us to the customer’s finance *ccount ($229.99) *s she reported
the poor delivery experience she received on 11.13.2015 to our store *t that
time.
We *pologize that our customer
was offended by our Customer Care *gent’s *pproach to her scheduling concern
and *ssure our customer that we will *ddress *ny coaching concern we find
within this recording with our *gent directly. In *ll honesty if our *gent
communicated that we couldn’t guarantee * time frame they were just being
honest with our customer. There *re far too many events that can *nd sometimes
do happen on the road for *ny one person to determine exactly when * truck will *rrive to * customer’s home. Our company
allows *nyone 18 years or older to be home for * delivery *nd while this may
have been the more *ppropriate *venue to explore- we fully expect our *gents to
provide proactive, rather than intrusive, responses to our customer’s needs.
I *cknowledge the reasons why our
customer feels that we have let them down however our business overall has
continually *cted in *n effort to *ddress *nd resolve *ll the concerns that
have been reported to us. If there *re other open issues that the customer has
failed to communicate in their original posting I *m happy to help resolve
those under the terms of our ‘Service Policy’.
The customer’s sales receipt
(same paperwork that contains our ‘Service Policy’) indicates that * full
refund may be requested up until the time we deliver the product. This fact
combined with what our records show to be fully resolved concerns indicates no
further reason for * removal of the product to be considered.
Kindest Regards,
Stephanie *. 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 hope to hear back from the customer to
discuss the offer in depth.   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 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...

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]

Good Morning Revdex.com,
We are very sorry that this customer was inconvenienced in this
way.  We do see that the store did call
her to advise the piece was unavailable before the initial delivery on 3.2.16
at 1:03 the store called her but the voicemail was full and they were unable...

to
leave that message.  We believe that
there should have been a second attempt to reach her, we are very sorry that
there was not.  Again the store called on
3.10.16 at 11:23 to advise the ATP had changed and it was pushed back, again
they were not able to leave a message as the voicemail was full. 
We certainly understand why the customer is so frustrated and is
seeking compensation.  I am willing to
offer this customer a refund to the [redacted] account $100.  This customer can keep the store credit for
the $75 that has already been put on her account and is available for immediate
use.  If you wish to accept this final
offer of compensation please reply to the Revdex.com mediation site that you accept
and I will create the credit and email you a copy of the $100 refund to [redacted] 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

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

Revdex.com:We will wait until the next delivery date and are wish to receive a "show room new" chaise lounge along with the connector piece. We are not asking for a refund at this point and want to see what (if anything) is done on the next delivery date. We are requesting a delivery date sooner that May 14, 2016-if at all possible we are looking for sometime late next week or next weekend.We are also requesting monetary compensation for all the time wasted, phone calls made, days taken off from work, and unprofessionalism we had to endure with this purchase. Please confirm the change of delivery date with my husband first before sending a delivery team since it is he who will receive the delivery. Do not send anyone without confirming with my husband first. His contact information is below. Please also (and I cannot emphasize this enough) do not send the delivery team that left the furniture out on the curb. We had a horrible experience with them and wish to not have a repeat episode. [redacted]          
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry for any miscommunication.  The exchange on the table was written up on
2.13.17.  The customer can call in to customer
care at their earliest convenience to schedule the exchange.  The order numbers are [redacted] [redacted]  We are...

very sorry the customer was not
previously informed.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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 [redacted] to rectify the situation...

and reach a satisfactory outcome.  The customer was offered a reselection and the new merchandise was delivered on 6.22.17.   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 Tell us why here...