Blue Ridge Travel

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:      I understand the fact that they said a handout is given to the customer. But as I mentioned I was not given any handout regarding the insurance, all I was given was my paperwork regarding my purchase inside of the pamphlet sleeve, and a furniture care kit. I was mislead by the associate with the fact that I own a pet. When I called the store regarding my situation the employee who picked up asked me for my order number to see if my email was entered and she said it wasn't. So if she was able to confim this with me I don't see why they now are saying this can't be done since it's been so long. The associate who even picked up said she understands the situation and said to contact guardian and give them a different excuse of how my couch pillow was damaged since they don't cover any pet damage. This is unbelievable. 
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry. 
Overloading the drawers is not an accident.  Overloading the drawers is not a
manufacturing defect. We would not be able to offer to replace these
drawers.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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

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,
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 Afternoon Revdex.com- We are sincerely sorry for the delay in having this concern rectified.  Bob’s does not manufacture merchandise.  We are a retail business.  We sell from manufacturing companies.  Normally, special order colors or fabrics take from 12 to 16 weeks, depending...

on the manufacturer.  Unfortunately, for our customer, one piece was damaged during the shipping process.  We called the customer the night prior to delivery to advise them of the damage piece.  The customer had the option, at that time, to reschedule the other three pieces or cancel the order all together.  If this was a stocked piece, we could have gotten the new one to the customer within a few days.  As this is a special order, we had to go back to the manufacturer and request the replacement piece.  We understand this is an inconvenience for the customer.  The sofa in the home is missing the end piece with the arm.  This is not something that can be expedited.  If we had not informed the customer, by their own admission, prior to delivery that a piece was damaged and would not be delivered, we would have more options available for resolution.  The customer was made aware prior to delivery that delivery would not be complete, they accepted the delivery and they accepted the merchandise.  We will not be able to honor the request for a return for refund.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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- 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...

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 would like a refund of the delivery fee after the couch is delivered. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I am not satisfied with the response. The sales person made it seem like everything under the son was covered by the warranty. It makes no sense that rips would be excluded.
Sincerely,
[redacted]

Dear Revdex.com, We are very sorry for the frustration the customer is obviously feeling.  We can understand why they are frustrated.  Mattress covers are meant to protect mattresses from spills.  Mattress mold is an environmental concern that can affect mattresses from all manufactures and all mattress types.    Kindest Regards,                                         ...⇄ Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

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- We are very sorry for the concern reported here.  The customer is not within our delivery area.  The pickup was completed and the customer reached out to us to report that there was damage and a part order was placed.  As a retailor, not a manufacturer, we do not...

keep the parts in stock, we must request the part from the vendor that manufacturers the piece.  This particular vendor normally requires 10-12 weeks to fulfill a part order.  When the vendor ships the part to us we can ship to the customer.  We did receive this part in 5.18.17.  The part will be shipping within 7 business days.  The part order was placed on March 13th.  We apologize that this order has taken over two months to fulfill.  We did offer the customer an exchange or a full refund.  The customer would have to bring the merchandise back to the location they picked it up from for either option.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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 would accept a replacement of the table without purchase of additional warranty. I will wait for instructions from the business on how to proceed. Thank you for your assistance. 
Sincerely,
Regina Jennings

Good Afternoon Revdex.com-
We are very sorry that there have been delays.  Bob’s is the retailor, not the manufacturer.  There are times with the manufacturers we
purchase from are delayed in there fulfillment of our orders.  This applies to parts as well as
merchandise.  When...

there is such a delay
we can certainly offer alternate recourse. 
We have done so in this case the customer is set up for an exchange of
the ottoman and this is scheduled for delivery on 11.19.16.
We certainly hope that this will correct the issue.  We are sincerely sorry for the concerns
represented in this complaint.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com,
We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s.  I see the purchase was made in
February 2012.  At the time the sale was
created the customer was offered the options of purchasing Goof...

Proof.  This would have covered the purchase for
accidental damages for 5 years.  This
customer did not accept this option.  The
Bobroom set delivered in March 2012 came with a one year warranty against
manufacturing defects.  That year warranty
expired in 2013.
The customer reported to us she has
moved.  The damages reported are chips on
the merchandise and a crack in the bed. 
This damage is consistent with moving damage.  The crack in the bed is unrepairable so a
courtesy service would not solve the customer’s issue.  As this merchandise is far outside of the one
year warranty and the customer chose not to purchase the Goof Proof accidental
plan we have no other options to offer beyond the billable service she was
previously offered. 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
Tell us why here...

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. Please note however the sales associate that processed my cancelation explicitly told me 2 to 5 days not 16 as referenced in Bob's response. Perhaps Bob's should do a better job of training staff on processes to avoid similar complaints.
Sincerely,
[redacted]

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]

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...