Blue Ridge Travel

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 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 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

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]

Complaint: [redacted]
This is a very costly resolution to myself. I would have to replace everything still at 20% would still cost over $200 plus the $100 delivery fee plus the time, effort and day off to receive new merchandise. I counter with the courtesy refund for my inconvenience, 3 new knobs, a discounted night stand which I can purchase at the store and remove so the delivery charge not an issue. I also would like the damage to the dresser fixed free of charge. It is insulting to say no damage report was reported. I sent pictures directly to the representative which she verified and then  flippantly denied. I have put hours of phone calls and every time I later am told I never reported anything.  It has almost been a year and I was told the dresser falling on my little girl was turned over to the insurance company and I would be hearing from them. I still have not and believe now this was a lie to brush me off. I was going to come back and order the pink diamond chair and purple or pink girls lampshade to complete the set but at this point I am so leary of purchasing anything more.
Sincerely,
[redacted]

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 will be working closely with [redacted] to rectify the...

situation and reach a satisfactory outcome. [redacted] has called to discuss compensation.    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,                                         ...⇄ [redacted]
Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

Good Morning Revdex.com,
Please
pass on our apologies to our customer for the aggravation we have caused. While
it is normal procedure for our technician’s to call in using the customer’s
phone (so we have the appropriate time to speak with the customer directly
while the technician moves onto...

his next assignment) there is no excuse for the
allegations of an extreme language barrier or improper preparedness of the
technician. We thank our customer for escalating these concerns and assure our
customer that these are offenses we consider unacceptable.
We have
reviewed the customer’s product concern at an executive level and agree with
our customer that the nature of this concern is relatable to the coverage
associated with the purchased protection plan.
The current sectional is not a part of
our stocked product line up any longer and for any single claim, the limit of
liability under this plan is the replacement of the affected furniture item
with a new replacement piece of equal value, excluding taxes per the state law
of MA.
We are happy to offer the customer a
reselection credit totaling the price paid for the five (5) sectional pieces
originally purchased. Per the customer’s invoice this amount totals to: $2,050.00.
This
option for resolution fulfills the protection plan originally purchased and
will allow the customer to visit any Bobs Discount Furniture showroom within
the next two (2) months and select another living room set using their associated
store credit. The plan will also cover the cost of delivering the new
merchandise selected and removing the five (5) sectional pieces currently in
the home on the same date. We fully expect to remove all sectional pieces
receiving credit on the same date we deliver the newly selected items.
Should
the customer wish to have this option for resolution processed please ask that
they respond to this Revdex.com complaint as ‘Satisfied’ and I will create the
necessary paperwork and have our retail location reach out to them with notice
of the active store credit.
Kindest Regards,
Stephanie A. G[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...

Revdex.com:I am attaching copies of the photos as the business has requested.

[redacted]

Good Afternoon Revdex.com-
We are very sorry.  We
have been in communication with the depot and they have stated that the details
of the claim do not match the damage.  As
we do not have any access to the information the depot has we ask the customer to
forward to us for review photos...

of the damage to the door and the
estimate.  We will review this claim
internally and see if there is any resolution we can offer. 
Sincerely,
Tracy S[redacted]
[redacted]
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are very sorry that the customer felt that we were
keeping their money from them.  That is
simply not correct.  The customer
initiated a sale in 2011 and put down a deposit.  They never returned to complete the sale nor
did they request the refund of...

the deposit which they were certainly entitled
to.  In 2014 the customer came back to
the store and started another sale.  The
deposit was transferred and the customer made several more payments.  They did not return to complete the sale nor
did they ever request a refund of the deposits, which they were entitled to.
We have set up for the money to be refunded via corporate
check to the address on this complaint. 
The customer will receive the funds in 10-14 business days.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are very sorry for this customer’s poor experience.  The set purchased does have some
configurations that are listed at the $799 price point.  The configuration the customer chose is a
higher priced option.  We are very sorry
if the salesperson did...

not make that clear. 
We have offered the customer the options we have
available.  We do have other pieces that
can be delivered for this set.  We have
offered to pick up the piece in the home for a refund due to our failure or the
customer can choose a reselection to another set. 
We are very sorry for the inconvenience this has
caused. 
 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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 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 that this customer feels that there is reason for concern.    The delivery was made on 4.23.16.  We had service techs to the home on 4.28.16 and 5.14.16 for this set.  The odor the customer is complaining of was not addressed with...

either tech, it was not included in the service request, it was not noted by the techs and the customer did not report it after the service.  The odor concern was not called into customer care until the call of 7.8.17.  This concern was after the one year warranty expired.  All of our products pass regulations required to be sold in the United States.  Unfortunately, it is very likely that while the set was stored in the garage for months, it was exposed to mold or mildew.  We are very sorry, this concern was not reported to us prior to the expiration of the manufacturing warranty.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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

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...

Good Afternoon Revdex.com-
I certainly agree that this customer should not have to pay a new
delivery fee.  Because it was believed it
would be an even exchange the delivery fee and [redacted] insurance would
have just carried over from the original. 
The agent that created the paperwork for the re selection did not
carefully think through the process, so again we are offering an apology to
this customer.  It was handled poorly and
what should have been a simple and seamless process instead caused the customer
more stress.
I see that the new delivery is set up for Saturday 2/13/16.  I will not be back in the office until
Tuesday.  The customer can either call on
Saturday after the delivery is
completed, with her credit card, to have
the refund put back onto her credit card ending in 8637 or I will call her on
Tuesday to process that refund. 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

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