Blue Ridge Travel

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

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.

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 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...

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

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]

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 *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

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.

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]

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 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 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.  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 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 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

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

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

[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

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]