Blue Ridge Travel

Good Afternoon Revdex.com- Thank you for letting us know that the credit has posted to your account.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good *fternoon Revdex.com,
I have just finished leaving this
customer * voicemail with my direct information. We certainly don’t want the
customer to  experience *ny failures in
communication with us or have to call back multiple times *s they *ssert they
have been getting disconnected from our Customer Care *gents.
Just *s * back up, in the event
there is *ny issue with the customer getting my voicemail –please pass on my
direct number *s ###-###-####.
Thank You,
Stephanie *. G[redacted]
Bobs Discount Furniture
Corporate
Customer Care Liaison

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 Afternoon Revdex.com-
We are very sorry for any confusion or miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s.  I see that this purchase was made
in June 2012 and at that time the customer purchased the option of [redacted] ...


This protection plan through [redacted] covers the customer
for five years of accidental damages. 
Accidents must be called in within thirty days of the incident. The
customer must be able to provide [redacted] with an account of how the damage
occurred, showing it to be accidental in nature.  This customer reported to [redacted] that they
were leaning against the headboard and it cracked.  This is not an accident; this is not
something [redacted] would cover.  An
example of an accident would be “Monday I was carrying the laundry basket and
tripped over the cat, I fell against the headboard and broke the corner
off”.  The plan is similar to car
insurance in that you would not call for replacement of worn tires or wiper
blades.  [redacted] covers accidents only.
The merchandise came with a one year warranty against
manufacturing defects through Bob’s. 
That warranty expired June of 2013. 
When we set up the service tech to come out on 7.30.16 we explained to
the customer that it was outside of warranty, it was a BEST EFFORT
service.  That means we would have our
tech repair any thing he could in the home, but parts were not covered.  The
tech attempted to repair while in the home, he did not believe it would be a
permanent fix. 
As this merchandise has been in the home for four years we
would not be able to offer to replace the merchandise.  The tech did deem the damage to be
non-manufacturing in nature and he did attempt the repair, we have no other
options to offer.
 
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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...

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]

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 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: I contacted Bob's furniture on 3/4 to schedule the delivery (even though they were supposed to have a supervisor call me directly 9 days earlier). When I called for delivery, the item is now back ordered and the earliest delivery is 4/9.
The Account Manager I spoke to was very understanding and I do believe she is exploring all options available to her. I do want to continue to reiterate that I believe this bed can be a safety hazard to my children and I feel that 3 additional weeks (plus the timed added for delivery scheduling)is deplorable.
Bob's should be ashamed of the way they treat customers. They have lost customers in my family due to this issue.
Until I receive an undamaged bed, I do not continue this issue to be resolved.
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry that this customer is not satisfied.  There is no warranty that covers
preference.  Furniture industry standards
expect that over time, up to a 30% loss of density is normal, up to
manufacturing standards.  We would not be
able to assist with the part purchase as this is not a manufacturing defect and
is not under warranty any longer.
The tech did not find there to be any manufacturing
defects.  He found there to be the amount
of wear expected in a set that has been used for over four years.
The manufacturer that makes the [redacted] set does have an
extremely comprehensive warranty.    The
warranty is expired. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are very sorry. 
The customer had every opportunity in the store while selecting the
merchandise to review the features on the piece.  The customer could have also not accepted the
delivery of the piece.  Once it has been
signed for, it becomes the customer’s property. 
We are not able to offer to take back merchandise for a customer
changing their mind.
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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

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 to add that I feel the rep Tracey S[redacted] and the whole company has gone above and beyond to help me since my correspndence with you. I can not believe how friendly and helpful they have been, and how nice Jeff was in Niantic setting up the exchange. I wish I could have dealt with great ambassadors of Bob's first, instead of a string of unhelpful folks in customer service such as Matthew. I will consider Bob's my first choice when shopping for new bedroom and living room furniture in the next few months due to Tracey and Jeff. Thank you Bob's!
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 am still waiting for my refund from Bob's. Once I receive it, I will notify you. 
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]

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

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

Good Afternoon Revdex.com,
As far as open account information for the very short
description posted here I was able to locate an account with a pending scheduled
service call for 12.24.2015. The customer has reported to us that the loveseat
is leaning to one side more so than the other and we...

are currently addressing this
concern under the ‘Service Policy’ as listed on the sales receipt provided to
the customer.
We certainly apologize that the customer is experiencing
any disappointment with their loveseat and look forward to being able to
satisfy their concern with service on 12.24.2015.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry for any confusion or miscommunication this customer is experiencing using the warranty for the merchandise purchased from Bob’s.  I see that this purchase was delivered on 2.24.16 and at the time of purchase, the customer purchased the option of Goof Proof...

Plus.  This protection plan has two aspects.  Through Bob’s this customer is covered for a period of five years for manufacturing defects.  Manufacturing defects must either be verified through a Bob’s technician visit and report or through the customer submitting photos which are then reviewed by a staff trained specifically in that area.  We are very sorry that the cord somehow was cut by the chair.  We have already sent the new controller and had it installed.  We would not be able to offer a reselection for preference at this time.  We understand with what occurred why the customer would like to upgrade to a cordless remote chair.  We are not able to offer a reselection based on this preference.  We do honor of warranty with parts and service. 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 as long as the Exchange will be with a brand new Sofa.
Sincerely,
[redacted]