Blue Ridge Travel

Good Afternoon Revdex.com-
No business is required to offer any compensation.  Compensation is a tool to try to make things
right between a business and a customer. 
We are very sorry that this customer feels the offer that was made is
inadequate.  We, as a business, feel that
it was the correct offer based on the account details.  The customer can accept the offer or decline
the offer, the offer will not be increased. 
 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because:We were not given another option to get our 1st delivery at a later date. Your warehouse personnel was very rude, non-accepting of the weather and we were forced to take.  The furniture was not ALREADY discounted, we were very unhappy the way we were treated.  Therefore, we will never shop there again and will refer our friends and family to go elsewhere.  Your staff was terrible!!!   I am sure your furniture will NOT last YEARS TO COME!  Did you even realize we were given the wrong table and Lamps - your inventory is off so bad, but I can say YES, I Am happy with my tables and lamps trust me, this made up for your trashy furniture.....
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: with the way I was treated, very rude to say the least,  this is unacceptable. put yourself in my shoes, this has been an ongoing ten plus weeks. are you serious? I wan ALL of what is owed to [redacted] paid by Bobs! I was delivered a couch and loveseat that should have been sold in the PIT. I have had to replace missing bolt to make it safe and had to fix switches, granted Bobs provided 1 Switch.   I am willing to keep furniture for HALF price, which would have been pit price. If not come and get it out of my house. this is my final offer! 
Sincerely,
Kenneth B[redacted]

Good Afternoon Revdex.com- We are very sorry for any confusion.  The order was placed on 2.25.18 and showed available to schedule on or after March 6th.  It was delivered on 3.7.18.  We are very sorry if the customer felt the store was pressuring them to purchase something more...

expensive.  It certainly is possible the store suggested a higher priced item.  That would not be bait and switch, that would be normal sales practice, which the customer has every right to refuse.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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 3.18.16 and at the time of purchase, the customer purchased the option of [redacted]...

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.  The other side of this plan is through a third party company, [redacted].  [redacted] covers the merchandise for accidental damages.  Accidental damage must be reported within thirty days of occurrence and the customer must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through everyday use, misuse or abuse of the merchandise.  Our tech inspected the piece and found the damage was not the result of a manufacturing defect.   The tech spoke to the customer and the customer confirmed his finding.  This was the result of someone plopping down on the piece and cracking a brace.  The customer reported this damage to [redacted].  This was denied for two reasons, “plopping down” is not an accident, it is a willful act.  Also the customer reported to [redacted] that the damage occurred a year previous to the claim being filed.  The customer reached out to discuss the issue and was offered a reselection with the 10% usage fee ($50).  That has since been overridden to allow the customer the full credit for what they originally paid.  The customer is now seeking us to cover the upcharge for the new piece.  This is not something we will be able to cover.  This was offered as an extreme courtesy already.   Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because: First of all I recent the fact that you called this an allegation if you have cameras watching your sales floor,f you can go back to that day you can see for yourself what she showed us, second of  all the accessories that were purchase were for twin XL base and the paper work that I signed has dual King mattress not one king mattress. It seem like someone would have question this order or at least check it before it went out.  The other thing is that I did not get made the offer to refund the $229.99 delivery charge until I asked your store to come and pick-up their bedding.  I may have made a different choice if I was told it would have cost me an additional $749 at the time of my purchase.  I have been in sales before and I know that people make mistake but when I was in sales if you make a mistake the sale person toke the brunt and not the customer. It was not a mistake that I made. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The company is just spinning around utilizing the warranty for any reason. The cats the inspector refers are declawed. How a coach cushion can peel apart in 1 year and not be covered by factory warranty or an extended warranty I paid extra for makes no sense. I see hundreds of complaints online for the same issues. They sell these warranties with no intent of allowing any assistance. I do not care that it is an outside company they dump this on. Bob’s sold the product and the warranty. If they can not honor them it is a scam!
Sincerely,
[redacted]

Good Morning Revdex.com,
We are very sorry for the concern this
customer has presented.  On every
customer’s sales order, reviewed and signed at the time of purchase, is our
refund policy.  As this customer purchased
on line and would not have seen this prior to making the payment, we...

also have
the policy available on line at the MyBobs.com site where the customer made
their purchase.  I have attached a screen shot of the policy.  The customer could have called any store or
customer care or written to AskBobs to request information on the policy.  Any Bobs employee would have been able to advise
that once merchandise is delivered or picked up we are not able to offer a
refund. 
We certainly wish the customer had spent
some time in our showroom trying out the chair before purchasing, especially
with the pre-existing neck concern she has. 
We are sorry we are not able to accommodate this customer request.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison

Complaint: [redacted]
I am rejecting this response because:  Our bank notified us that it does not take three to five business days on their part. Refunds are issued immediately upon receipt. Bob's flagged our refund and it was being held on their end according to their customer service representative. Once released they have three to five business days to put it to our bank. As of this morning we are still waiting on one refund. $200 for the mattresses that we're picked up yesterday.
Sincerely,
[redacted]
[redacted]

Good Afternoon Revdex.com,
We apologize that the customer
seems so disappointed in their protection plan.
I looked into how the claim was
reported to the [redacted] directly via the limited access we have and the
[redacted] documentation lists that the damage is from a dog biting the...

furniture
– not from moving the bed around the room as the customer states here.
Animal damage from bite marks is
not a coverage occurrence under this protection plan.
If the customer disputes
reporting the cause to [redacted] as “dog biting” on the wood rails and wood
dresser please ask them to respond as so and we will ask [redacted] to send us
their recording of this call/claim so that we can investigate further.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry that the customer is in this
situation.  We have emailed the customer
our offer directly.  We are not stating
the damage is the customer’s fault.  This
piece has no remaining warranty.  The
customer did have the opportunity to purchase our extended warranty which would
have extended the one year warranty to five years. 
We are awaiting the customer’s decision on our offer. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com,
We agree with customer that in
this case a refund for the 2 twin beds is appropriate.  The paperwork has been created to process
that request.  Please reply to Revdex.com that
this is accepted and call the store with original method of payment [redacted] ...

Please call ###-###-####, when you hear Bob
start talking hit 1.  When the office
answers tell them you have credit # [redacted] and you need
to have your credit card number entered. 
You can stop by the store with the card as well.   If you no longer have this card in use,
please go to any Bob’s store with a photo ID and an alternate credit card.  We apologize that this was not already taken
care of. 
 
Kindest Regards,
Tracy Sa[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Morning Revdex.com-
We are very sorry that this Alpha set
did not live up to the customer’s expectations. 
Our technician deemed part of the set to have manufacturing
defects.  Because this customer is
unhappy with the set as a whole, we will extend the courtesy of reselection...

of
the set, instead of replacing the defective piece.
Should the customer wish to accept
this offer they are able to contact any of our stores for reselection.  Advice the store there is a credit in the
system, the store will schedule the new delivery at the same time as the
pickup, ensuring the customer will have a piece in the home.   Please see attached copy for your records.
As this is a one time courtesy- It should be
expected that for any future occurrences of concern, on any other sales order,
this individual consumer is agreeing to adhere to the terms and conditions of
their warranty coverage and the determinations of Bobs Discount Furniture’s
Service Professionals. Our Service Policy is fully disclosed on the customer’s
sales invoice and provided at the time of sale.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%. This 100% will
be based off of the original cost paid for the Alpha.  We will waive the cost of the new delivery and
remove and dispose of the Alpha set.  We
have credited the customer for the Goof Proof Plus insurance that they
purchased as well.
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We can understand the customer’s hesitation.  We ask the customer to reply once the
exchange has been successfully completed on 2.25.17.
Sincerely,
Tracy Sanborn
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Mr. [redacted],I sincerely apologize as my previous response was not meant to anger you. The information documented in your account was different than the information posted in Revdex.com complaint however, I was not calling you a "liar" and apologize if my response made you feel that way. Regardless of the facts, we failed you as customer. I am pleased to learn that we successfully delivered the tables on June 2, 2015. As a result of your experience, I have processed the necessary paperwork to refund your delivery fee; the credit will be applied to the [redacted] finance account within 10-14 business days.Again, I apologize for the experience and service you have received. Your business is greatly appreciated.Thanks,[redacted]

Good Afternoon Revdex.com- We are very sorry for the misinformation the customer received while placing the order.  The Troy bed is pictured on the MyBobs.Com site with a foundation.  It is hard to see, but you can see the top corner at the head of the bed.  The store should have caught...

that the customer did not order a foundation and a foundation was needed.  The merchandise has been picked up for a refund.  The customer must reach out to the store with the original credit card used to have the monies applied back.  The store does not have access to the entire credit card and no refund can be processed until the customer reaches out to the store.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because:  The damage was more then stated.  If you physically inspected the damage instead of relying on pictures, you would know that entire recliner was loose.  It actually moved back and forth.  Please understand this.....  we liked the furniture.  It was your company's lack of concern, resolution and attention to customer service that lead us to cancel the order.  I mentioned earlier, and will mention AGAIN, your non English speaking delivery guy disrespected my bathroom, by urinating on my floor.  What is your fix for that?  Aside from ANY furniture concern ????  I can't even begin to express how upset I am over this.  Your treatment of the consumer is unbelievable.  Several calls have been made to your headquarters, for my refund, and still, no check in the mail !!!  Were is my money?  In your back account collecting interest?  I do not believe your comment about checking for insufficient funds.  You cashed the check !!!  And furthermore, why would you sell me $1600.00 worth of merchandise without checking to make sure you would receive your money.  You guys get a BIG "WHATEVER" for that comment. I want my money, plain and simple.  Again, your company has NOT followed the stated return policy.  If that were the case, this complaint would not exist.  WHERE IS MY MONEY?   I need a date of when my money will be here.  Do not send me anymore "SORRY" responses.  Save that fake concern. Put that effort into returning my MONEY !!!       
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.
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are very sorry for any delay in the processing of the customer’s refund.  All paperwork has been updated correctly.  The check was printed and mailed form our Connecticut office on 4.24.17.  The customer should have received it at this time.  We ask the...

customer to advise if they have not received the check.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...