Blue Ridge Travel

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]

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 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 Morning Revdex.com,
Please pass on our sincerest
apologies to the customer for any inconveniences they have experienced with
their product. As the customer has selected to use your mediation services and
their account is certainly complex I have provided a breakdown of what our...

records
currently indicate (below) to start. I am unable to reasonably determine how
the item hasn’t been able to be used for two years as a failure from our
business and I am unable to locate anywhere near 10 deliveries of the new
sectional.
I see the initial date of
delivery for the first sectional and recliner to be 3.29.2014.
The first concern was reported on
2.14.2015 (nearly a year after the delivery) and serviced on 2.14.2015. The
main concern at that time was with (1) of the (5) items delivered to the customer;
a cracked footrest on an arm less recliner to be specific.
The same day of that one and only
service call we determined the defective item was no longer available for sale
so the customer was offered a re selection credit, not only on the entire sectional
but also on the matching power recliner chair that had no concerns and had been
in the home and in use for nearly a year.
During the re-selection the customer elected to select an
item and have it special ordered in a special color (this means not a stock
item that is readily available to deliver). The wait time on this special order
color looks to be around 16 weeks (4 months) as it comes from and overseas
vendor and is literally built just for this one customer from start to finish.
Please note the original merchandise remained in the home during this wait time
and I assume continued to be used.
The initial delivery date of this
new special order sectional was 6.13.2015 and it was at that time that the
customer relayed to us that the order hadn’t come as they anticipated. I cannot
and will not pretend to know what transpired at the time of sale in February of
2014 however the customer asserted to us that the sales person was instructed
to write up (2) arm less power recliners and wrote on their order for (2) arm less chairs –non reclining units.
On 6.13.2015 the account shows an
arrangement to have only (1) arm less chair switched for (1) arm less power
recliner. In all reality if the customer
was charged for the special order sectional to have arm less chairs – non
reclining units and then wanted the sectional to actually have reclining units
instead there is an obvious retail up charge associated with the difference in
the product. Based off the information the customer has communicated and
the account history it is my personal belief that the customer fought the up-charge and our store, in trying to meet their demand, granted them a full
coverage re selection on (1) of the (2) arm less chairs.
                Please
keep in mind this is still a special order color so the merchandise (1 Arm less
Power Recliner) needed to be built from start to finish and shipped to the customer
on an overseas container again. The customer accepted the special order
sectional as delivered on 6.13.2015 and again had use of furniture while the
replacement special order item was on order from the manufacturer.
The next delivery date I located
reflects 11.25.2015 and on this day our records show that the customer
communicated they were expecting (2) new chairs and not just (1). We certainly
take responsibility for the customer care agent speaking with this customer not communicating the appropriate information
as it appears that our customer care agent neglected to review the paperwork
and explain to the customer that we had only ever ordered them (1) replacement
chair – not (2).
The next delivery attempt (Attempt
#3 on the new sofa) was incorrectly scheduled for 12.02.2015; again this is
certainly our error for several reasons including the fact that it clearly
takes around 16 weeks to get this color from the vendor (note the previous two
attempts). Due to the lack of attention we provided this call on 11.25.2015 the
delivery attempt on 12.02.2015 failed our customer.
Currently the account shows that
we have (1) special order color arm less power recliner on request from the
manufacturer for this customer and regretfully yes there is a wait time
associated with this item as there was with the other items specially ordered
by the customer. As the retailer in this scenario we have no control over this
wait time and apologize that it exists. The account reflects that the customer
hasn’t had to pay any additional fees for the upgrade in merchandise and that
in it self can and should be considered as compensation from our business. The
customer is essentially getting more than what they actually paid for at this
time.
We do understand our customer’s
frustrations and we apologize for the original miscommunication of arm less
chair vs. arm less recliner spiraling into more inconvenience due our agent’s
negligence and do take responsibility for these concerns however as a business
we currently have the appropriate resolution in place for this customer. 
Kindest Regards,
Stephanie ** G[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 would want the gift card for $100  mailed to my address.
Sincerely,
[redacted]

Good Afternoon Revdex.com,
As of 9.30.2015 a representative from our Customer Care
Office spoke with the customer and confirmed the processed resolution for this
concern.
Sincerely,
Stephanie A. G[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. However, I had to wait a week and a half to have the new motor installed and the repairman never checked if the bed was working properly.  When he left, we tried the new motor and it lifted the whole bed up, not the head and feet like it is supposed to do!  When we called to have the repairman come back to fix the problem, we were told it will take yet another week to get him back here!  This is so totally unacceptable to us and just plain wrong of this company to keep us waiting to use this brand new bed!  I will only accept this company's offer for compensation if it is substantial because of all the aggravation we have gone through with this company and their defective merchandise, inept repair people and unwillingness to expedite repairs and replacement parts. Add to this the frustration and anger I had in the showroom when I went back to purchase a headboard, footboard and rails and 2 end tables.  I asked a question of a saleswoman who was passing by and she said she would be back.  I waited half an hour and she did not return.  I saw her dishing out ice cream for someone so I asked another salesman to help and he said he couldn't because the other saleslady had greeted me and was due the sale.  I was in the store for an hour already and no one is helping me.  I got the store manager to help me and she then turned the sale over the "Joe" the nice salesman who really wanted to help me, but couldn't because of the lame store policy.  I swear I was ready to walk out of that store had it not been that they had what I needed for the adjustable bed I bought there earlier.  I have names of everybody involved in this incident at the [redacted] Bob's Furniture Store.  My purchase of the furniture is over $4000.00.  I have been treated shabbily by this store.  I have had this bed in my home for almost a month and have not been able to use it!  I expect to be fully compensated for this purchase nightmare!
Sincerely,
[redacted]

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 Revdex.com, Please pass on our apologies for the frustration and the alarm this mold issue has caused to our customer. This merchandise was delivered to the customer in September 2013 and we have not received any report of concern until November 2017. There are several reasons to how or why...

this type of concern arises and regretfully because they are all related to the environment the product is being kept in, Bobs Discount Furniture is unable to take ownership or responsibility for this occurrence. This issue is also not directly related to our brand of memory foam mattress ([redacted]) and it is reasonable for any retailer to assume that their customer has done the appropriate research to satisfy their own needs for information prior to purchasing any product ( there are various articles and education available to the public regarding ‘mold on a mattress’). It is a common occurrence for a person to sweat about half a pint each night. This moisture seeps into the mattress and can cause the buildup of mold and mildew.   We are very sorry that the customer is frustrated.  Any mattress can grow mold given the environment.  Mold is not limited to a brand, a particular component or style.  We are very sorry, this is not a concern we are able to offer any resolution on.  Kindest Regards, Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

Good Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. [redacted] is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount...

of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusions. As the manager of the plan, [redacted] is
responsible for sending the consumer the plan documents. Should the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for review. Had we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any request. As it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that [redacted] is
continually sending these documents as many claims for coverage are routinely
approved.
In this consumer’s specific case I have
attached the sales flyer (we provided at the time of sale).
I was able to see from photos submitted to
[redacted] that this customer is in need of stretchers for the [redacted] Chairs
purchased in 2012.  I have set up a part
order for the customer to be shipped free of charge 2 side stretcher and 2
front stretchers.  This would be denied
by [redacted] as they only cover accidents to the pieces and this break was not
reported as an accident. 
If there are other issues that may be
manufacturing in nature, please submit photos I will make a determination after
reviewing photos.  We at Bob’s are only
able to offer parts or a “Best Effort” service for issues that are of a
manufacturing nature.
To move forward please advise the customer
that we require a minimum of four (2) pictures (in color) for each item that may
be a manufacturer defect
               
- 1 Picture that clearly shows the entire piece (seats, inside backs, arms)
- 1 Picture that
clearly shows the damage at close range
         
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer.
 Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Afternoon Revdex.com- We are sincerely sorry that this customer had such a poor experience with Bob’s.   The store did accept responsibility for the routing error.  There was no contractual agreement on timeframe.  The store is able to request an estimated window for delivery.  In this customer’s case that was not something the routing department was able to accommodate.  We have only a few deliveries on each truck each day that will fall into the Breakfast with Bob’s window.  This is our most popular timeframe and not every request can be routed.  We are very sorry that the customer is dissatisfied with our offer.  The offer of the gift card is appropriate for this failure.  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 LiaisonBob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because: tracy s[redacted] you are not doing any courtesy, at all. I am not happy with you or any of your employees, you guys [redacted] at any aspect of business, you are called to be a president? Customers are always first, and for the last time you are not giving me a courtesy you are giving me a misarable sorry because you were so unprofesionals in solving your problems on time. Get the clear!!! You guys have 1000s and 1000s of complaints that are not resolved poor people that was not informed of usage fees?  You are saying you being courteous with me that you are giving me a gift? I paid for my purschases and I do have a guffi insurance on the seats but you only gave me the seats price not my guffi insurance money Back Your $150 the "courtesy" hahaha, dont make me laugh. Listen, I want a written apologies send to me, and my money back fron the [redacted] insurance on the seats. If you agree with that we have an agreement, if you dont, get prepared because I am gonna get a lawyer and I will figh for my full cash amount, and not for your horrible store credit. I have lots of proof to be shown and I will speak to the media and infomr efuture customers of my horrible exprerience. A Good company knows how to deal with a customer who by the way are the future of good business,  you should make customers happy and if you think that your extremelly courtesy of 150 is making good business you are so wrong. I want my guff insurance money back on the seats. And I want an inmediate response because the more you take the less time I have to go the store and pick my mew seats because on top of everything you gave a limit day to use the credits. T
Sincerely,
[redacted] President of humans rights.

Complaint: [redacted]
I am rejecting this response because:Missing bolts is  one scenario and the technician who came did not verify that there was a broken frame.I repored it by calling customer care and they told me that they can come in when I move to a new home and now when I call them  they-  ([redacted]) say it is not accident and  it is due to regular use of the product and bobs customer care says it issue to accident.Whom should I talk to here in this case bobs customer care and [redacted] have disconnect and not in sync .One says it is due to accident and other says to is due to regular use
Sincerely,
[redacted]

Good Evening [redacted],
I’m sorry that you weren’t able to speak with me when I called you
this evening.
I have reviewed your concern and your claim for the Queen Sized
Bob O Pedic Mattress and I further apologize that your concern was not
addressed in an appropriate manner. We have made...

the proper arrangements to
address the internal training concern that you have brought to our attention
and thank you for taking the time to escalate your concern.
I have entered in a credit amount for your mattress based on the
price you paid via your original sales order. Currently this is listed under
credit number [redacted] in the amount of 726.93.  You may visit any of our showroom locations
and use this credit toward the purchase of a new queen sized mattress of your
choice. On the new date of delivery, you schedule with your new sales person,
we will remove the current mattress you have and deliver your new selection.
If you have any questions or concerns regarding this transaction
or my response please feel welcome to call me at ###-###-####.
Kindest Regards,
Stephanie G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry to disappoint this concern.  We can certainly understand the frustration.  The customer was able to reselect to other merchandise.  We see we do have earlier dates available for the exchange; the customer is currently scheduled for...

10.10.17.  We tried to call the customer at the number listed on this complaint, there was no voicemail, we were not able to speak with them nor were we able to leave a message.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because:
[redacted]
Sincerely,
[redacted]   What is the reason the warranty company will not replace or refund the amount of the sofa?  Why can't Bob's help with the warranty? I only want a sofa that is not broken. People sit on it! We need to settle this. I am not satisfied and can not in good conscience recommend Bob,s. My son has purchased furniture there and he recommended Bob,s to me. Even my daughter purchased a sofa ans love seat from Bob,s. We are good customers and I am disappointed with the way this has been handled. I do expect some satisfaction and/or  compensation. What's fair is fair. Bob.s looses nothing by replacing my sofa. They will however, loose a customer and any further recommendations.

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their service experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Melissa to
rectify...

the situation and reach a satisfactory outcome.  The exchange of the mattress is scheduled for
7.27.16
 
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

Complaint: [redacted]
I am rejecting this response because:1) there are small cracks in the table as well its NOT just the matter of coming to fix the goof proof where I messed up. There is more to it than that. You should have records in records to who I spoke to last because she noted the account. The reason I didn't contact goof is because it was your customer service that suggested I fight through BBC to get either the set replaced or my money back. Stephanie I'd be happy to speak to you directly instead of going back and forth. My # is ###-###-####. I either want the set replaced OR my money back . The furniture you sell is not quality furniture and should not be sold. Please also send an email to send pictures. Also my husband made a good point if you replace only the chairs they could clash with the table.
Sincerely,
[redacted] And [redacted]

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

Complaint: [redacted]
I am rejecting this response because: this again is still not the outcome that is acceptable. If I do not receive a refund, I will be putting a claim in with the court for a refund of my merchandise, and also the damages to my home caused by the moving company. 
Sincerely,
[redacted]