Blue Ridge Travel

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

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

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]

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]

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 Katrina 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...

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

Complaint: [redacted]
I am rejecting this response because: Apparently Tracy S[redacted] you do not know what customer service is. One, I NEVER received a courtesy call from the salesman Anthony G[redacted] informing me I was approved. This is call customer service, which I should have received.  I found out about the approval, by checking my credit report and I contacted them. I SHOULD NOT HAVE HAD TO CONTACT THE CREDIT AGENCY!  I will NEVER buy from Bob's furniture again and I will not recommend anyone to Bob's. Customer service rating is an F.
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are sincerely sorry that the customer experienced damaged merchandise and was disappointed in the level of customer service they received.  We see that the customer was scheduled for an exchange 11.28.17.  The agent that assisted the customer did request an add-on...

for an earlier exchange.  As this was the days prior to a major holiday, our routing department was not able to find any truck in the area that had both the physical space on the truck and the time available on the route.  Teams are not permitted by law to be on the road more than 12 hours.  We are very sorry that customer felt that they could not use the table that was in the home.  It does appear the damage to the pedestal base was cosmetic in nature, the finish on the base cracking and peeling. The piece was delivered in October. We do offer compensation based on our failures.  The customer can call in and request an account review for compensation.  Compensation is offered as a Bob’s store credit only.  We are very sorry that the customer now feels the pieces are of poor quality.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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]

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 provided they follow through on their commitment.
Sincerely,
[redacted]

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 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

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...

Good Afternoon Revdex.com-
We are sincerely sorry for the concerns expressed in this
complaint.  We do understand the customer
looking for a different resolution other then what has been given. 
We have tried to work with the customer to accommodate them.  The customer has...

presented concerns that were
serviceable and has expressed his dissatisfaction with the option of
service.  We have gone outside of our
normal policy and exchanged the merchandise. 
We are very sorry, we would not be able to offer the option
of refund. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com,
Please pass on our apologies to our customer for the inconvenience
the delivery team’s negligence has caused and may continue to cause them. We
assure our customer that their property claim was correctly filed with the
third party trucking company involved and we...

apologize that they are
experiencing any result of denial off of this claim.
The party referred to several times within this customer’s
postings is not an employee of Bobs Discount Furniture. We have continued to
act as a liaison on this customer’s behalf to the fullest extent we can- last
sending a communication to the trucking company directly on 1.06.2016 advising
the aforementioned party of our customer’s high level of disappointment with
their property claim. While we certainly wish we could, we are unable to
overturn a denial result that has come from an organization other than our own. At this time it is my
understanding that [redacted] (the delivery company) has taken the claim
to the level of their insurance company and the insurance company is the party providing
the denial result. While we, as a furniture retailer, are not permitted to
overturn choices followed thru on by a delivery company – we most certainly are
not permitted to change the outcome of a claim that was reviewed and declined
by a delivery company’s insurance provider.
In regards to the merchandise
delivered:
Our records indicate that as of
12.26.2015, by way of a service visit, any concerns related directly to the
product we sold this customer have been fully resolved.
Kindest Regards,
Stephanie *. G[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 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,
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 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...

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]