Blue Ridge Travel

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 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 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 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 have reached out to this customer to discuss this issue, we have made the offer to replace the damaged rug, which the customer has accepted.  Thank you for bringing this issue to our attention.Kindest Regards, Tracy S[redacted]Corporate LiaisonBob's Discount Furniture

Good Morning [redacted],
We apologize that you are experiencing any dissatisfaction with
the pillows you’ve purchased from us. We stand behind the quality choice and
value these pillows offer for your every night rest. We display opened pillows
for testing purposes in all of our sleep zones...

and keep a stock of fresh head
protectors available so that any customer can properly assess the pillow(s)
prior to purchase. Another important fact to consider is that a pillow with
this many comfort layers (just like our mattresses) does take time to adjust to
your unique body signature. Given the appropriate break in period we remain
fully confident that many customers will grow to love their new pillow and keep
it for many years to come.
As a business an opened product that has been used in a
manner as subjective as sleep qualifies as a total loss. This product cannot be
resold to another individual, no matter how much use the original customer
claims it has received, for several obvious reasons.
In an extreme effort to address your individual needs and
because Bobs Discount Furniture cares so much for our customers we will approve
your requested settlement as soon as the pillows have been returned to our
retail location. Although these pillows will need to be disposed of it is
reasonable to expect that they be returned to our business given your request
to void the original purchase agreement you entered into.
Should you no longer posses these pillows to return, or in
the likely event you have developed a likeness to your pillow(s) in the time
that has elapsed ,we are still willing to offer you a Bobs Discount Furniture
Store Credit for the amount paid towards these pillows.
Please respond to us via this Revdex.com channel you have
established with how you would like to proceed and I will set up the necessary
paperwork for the route you’d like to take.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are extremely sorry for the response the customer received.  We have reviewed the photos and agree that the damage is consistent with a manufacturing defect.   We have ordered a new casing.  The part must be shipped from the vendor that manufactures the...

sofa.  This process does normally take about 6-7 weeks.  We apologize for the inconvenience; this is not a stocked part.  The casing will ship to the customer’s home.  If the customer needs assistance in replacing the casing once received, please call for a service tech.  We apologize that the customer was not already taken care of.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com and [redacted]
I am very sorry to hear you
have located pests in your product.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The merchandise that you
purchased was a new...

product that was wrapped from the manufacturer. I can
imagine that this ordeal has not been easy on you, but the facts are that the
source of bugs are from somewhere other than new furnishings.   There have been no reports from the customer concerning
bed bugs.  This customer did call into
the call center to report spiders on her merchandise.   We have reports from 3/23/16 and
4/9/16.  On both of those calls the
customer reported to us that they were experiencing an issue with spiders.  On both of those calls we explained to the customer
that we take all necessary precautions to prevent insects.   This merchandise was delivered in November,
at a time of year when bugs are looking for warm places to winter. 
Whether this customer has
experienced spiders as originally reported or bed bugs as this complaint states,
the origin of the insects would be far more likely to be from being carried in
from the outside or a hitchhiker on a shoe or bag, then from brand new factory
fresh merchandise.
Unfortunately, bed bugs have
become widespread throughout the United States over the past several years due
to both a combination of global travel and the absence of effective chemical
treatments to deal with them. Please be aware that the presence of bedbugs does
not reflect on the cleanliness or otherwise of their environment – they can
survive and thrive wherever people reside, and they are most active at night
when they feed.     
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.  
Kindest Regards,
Tracy S.
Bobs Discount Furniture
Customer Care Corporate
Liaison

Good Afternoon Revdex.com,
Please pass on our deepest apologies for any frustration the
customer has been met with while working with the Guardian company to report
the listed concerns. Bobs Discount Furniture offers the best protection plan available
in our industry and we stand behind the...

value of the Goof Proof and Goof Proof
Plus Plans.
I have left this customer a voicemail message this afternoon
(7.08.2015) with my direct contact number ([redacted]) requesting a call back
at their earliest convenience. I look forward to speaking with this customer
and working to resolve their concerns in the most fair and adequate manner
possible.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry for the multiple delivery failures and the damage the customer has experienced.  The depot has notified us that they have been in contact with the customer and the home damage claim is proceeding.  We ask the customer to reach out if there are any...

further concerns.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com- We apologize for the delay in having this rectified.  We have reviewed the call and determined the customer was given incorrect information.  We have credited the customer’s account for the amount they were offered as a return authorization.  The customer had a...

pending sale for dining room furniture and 2 kids recliners.  The credit has been applied to that sale as payment.  In addition, the amount the customer had paid extra for the reselection was processed as a refund, that amount has been released to the customer’s credit card.  The new merchandise is scheduled to be delivered 11.15.17.   Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good
Afternoon Revdex.com-
While
I can personally identify with a consumer’s need for an apology outside of
making the concern right, we have worked at a higher level to make those
requests happen.  I can certainly
understand how frustrating having to go through this many deliveries must...

be.
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 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
that in mind, we can offer the customer their choice of options.
1)   
we can offer the compensation in the form of a Bob’s gift card in
the amount of the delivery fee paid ($130)
2)   
we can offer the compensation that was already offered ($80) as a
refund to the method of payment
 
The
customer can simply reply to this posting or call into customer care to advise
which option they would like. 
 
Kindest
regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture

Good Morning Revdex.com,
We can allow this customer to utilize the one time comfort reselection
policy early.  As with any courtesy
reselection there would be a new delivery fee charged.  I would caution the customer though, that
this is a one time courtesy, the reason we ask customer’s to wait thirty days
is to allow the mattress to break in, it does take about four weeks for a new
mattress to break in properly.  I have
already created the reselection credit; it is active now and will be active for
sixty days.
There was no delivery fee charged on the adjustable bed sales
order.
We have reached out to the Regional Delivery Manager that oversees
the depot to ensure that they reach out to the customer concerning the property
claim.
 Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Complaint: [redacted]
I am rejecting this response because: first of all I sent u four pics one was grown and two was babies and I been living in my home for more then two years never ever have I ever had bed bugs I dont even like spiders or ants. Plus I seen them crawling off of your beds so stop lying and admit  that it came either from the truck or storage unit or bed. Im not no person taking hours and days out my time to complain and fight for something thats not true. Just stop it all ready. You guys brung it now u need to fix this problem learn to know when its time to admit your faults take responsibility for ur action and fix it. Make me a happy customer not one that will soon or later say forget this snd just go to a lawyer and sue u for more then what I paid. Me and a attorney already looked up ur views apparently im not the first to complain about ur bed bugs. So lets not go there clean ur units clean ur trucks dam just say sorry and admit your fault. Im very unhapp I have to small kids u brung that [redacted] to (excuse my language). Fix it stop trying to blame others for ur mishap and u shouldnt be using the same truck u pick up bed from people homes and putting people brand new furniture they paid for what kind of crap is that. So angry and ya trying to blame others. Ask my landlord or neighbors down stairs if we have bugs and only time we seen it is when it came of ur crap. 
Sincerely,[redacted]
  [redacted]

Complaint: [redacted]
I am rejecting this response because:
I did not pay for the extra protection to clean it myself.  I want a refund and the couch to be removed.  I am not waiting 2 weeks for guardian to show up.  They have yet to contact me.  I will never buy from bobs again.  I want my money back 
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry for the frustration that we caused this
customer.  The LAF sofa in the home only
has one available leg part to order.  Either
the incorrect part was sent by the vendor or the piece with the damaged leg is
not the sofa part of the...

sectional.  Either
way, we are very sorry for the delay.  
As the set in the home is no longer under manufacturing warranty we
would not be able to offer any other resolution on the piece.  We have reordered the leg.  I will also reach out to the parts department
to ensure the correct part is shipped. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are very sorry for the error that caused the team to be
routed for a later delivery.  We do see
that this customer has since accepted a $50 gift card as compensation for this
error.  We are very sorry that we caused
this delivery to be an...

inconvenience. 
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 ID [redacted] and find that this resolution is satisfactory to me.
I am still waiting for my refund from Bob's. Once I receive it, I will notify you. 
Sincerely,
[redacted]

Good Afternoon [redacted]
I sincerely apologize for the inconvenience
the availability of your part order has caused you. I can understand your
frustration.  I truly wish we could have gotten the part to
you sooner.
Parts are ordered directly from the vendor,
they are not something...

we keep in stock. 
We have shipped the parts out of our Connecticut warehouse today
12.14.16.
If you still remain unsatisfied after your part
has been installed we can revisit your account and discuss what option we may
have to accommodate you further.
Again I truly apologize for the
inconvenience this experience is causing you and that you are forced to wait on
the furniture you purchased to again be perfect.
As a token of apology for the long wait on
the part order we would like to offer you a Bob’s credit in the amount of
$150.00.  If you would like to accept this
offer please reply to the Revdex.com that it is accepted and we will process the
paperwork to have the credit put on your account.  I have also set up the installation service,
please call when you receive the parts to schedule a date that is most convenient
for you. 
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are sincerely sorry for the mistake in the picking of the chair.  There was no deceit, it was simply picked wrong.  The recliner that was delivered was the same price point as the lift recliner that was ordered.  We are very sorry that a human error caused a...

four day delay in having the correct chair delivered.  This was corrected on 2.24.18. The original date for the delivery was 2.20.18. Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...