Blue Ridge Travel

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 get this merchandise to
you sooner than the current scheduled date of September.
Parts are ordered...

directly from the vendor,
they are not something we keep in stock. 
As we do not manufacture merchandise ourselves, we are forced to rely on
our vendors to ship parts when necessary.
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. If there was anyway to get the
parts to you sooner, I assure you that we would take that route immediately.
I would like to offer you compensation as a
token of our apology.  I understand that
this is not the recourse you are looking for; it is the only option that we do
have to offer.  Please accept as a
demonstration of our regret that you are left waiting for the part an ECard in
the amount of $75.  If you accept this
offer, please do so through the Revdex.com and I will create the paperwork and have
the ECard sent to the email address on this complaint.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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

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 April 2016 and at that time the customer purchased the option of [redacted]...

[redacted]
This warranty 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 warranty is through a third party
company, [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
misuse or abuse of the merchandise. 
[redacted] terms and conditions sent to the customer after
purchase does list specifics of the protection plan.  We would expect that any customer would
review these specific details. We have reviewed the [redacted] denial and it does
fall within their plan guidelines.  In an
effort to try to make this right we have placed a part order for the seat
casing that was cut.  This will be
shipped directly to the customer’s home and once received the customer can call
in to have the installation completed. 
 
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]. The business asked me to send estimate to repair damages and photographs were possible to confirm damages. I will do this as soon as possible. It does not mean the original complaint has been solved but it is a step in the right direction.
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. There are many training
opportunities in this failure.  The
issues the customer has presented will be addressed appropriately. ...


I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Kaylin to
rectify the situation and reach a satisfactory outcome. The delivery was
successfully completed today 8.23.16.
 
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

Good Morning Revdex.com,
We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s.  I see the purchase was made in October
2015. 
Our policy is clearly stated on page 2 of
every customer’s sales order.  This...

is
signed at the point of purchase.  In case
this customer no longer has the sales order I have copied it here.  It does clearly state:
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickup. Our mattresses and motion furniture may carry
additional factory guarantees. You must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians to inspect the item
and service it to factory standards at no cost to you. If the Service
Technician determines that the factory defect is not serviceable, we will
replace the affected item, one time. If the item is no longer available, you
may reselect to other merchandise or we will refund the purchase price. In the
event of a reselection we will charge or credit you for any price difference
between the original and the re-selected item. Merchandise purchased from our
“Outlet” or Clearance Centers that is not brand new/factory fresh is excluded
from these factory defect guarantees. Normal wear and tear or customer-caused
problems are also excluded. Service can only be provided within our serviceable
area to the original purchaser as stated on your sales receipt.
There are two sentences in the above
paragraph that will directly apply, if there is a possible defect, we will
schedule a technician to come to the home to report on the merchandise and
service it if possible.  The last line
Service can only be provided within our serviceable area is the other that
applies. 
We have offered this customer a discount of
30% in the form of a refund back to method of payment.  In moving outside our service area, this
customer has eliminated the possibility for a technician to inspect the pieces;
this customer has voided the warranty.  We
have no way to inspect the pieces to see if there is a manufacturing defect or
the pieces were damaged in another way. 
If the customer would like to accept the 30% concession to keep as a
refund back to [redacted] they can call into customer care and have it
processed.  This is the only offer we are
able to make.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison

Complaint: [redacted]
I am rejecting this response because:As explained to the Manager of this location, my wife was sold a floor model.  When asked if anything was wrong with the marked down merchandise, the sale's rep. assured her that nothing was wrong.  It was explained to my wife that the only reason for the mark down was due to the item being discontinued.  When I picked this item up, it was already wrapped.  I was unable to inspect it, but dealing with Bob's many times before, I trusted nothing was wrong.  This item was being stored on its side which may have had something to do with the current condition.  The manager offered me a service that requires an out of pocket expense.  I do not think that I should have to pay for a repair on a brand new item.  In addition, it is not like I am looking for more credit, a free item, or free service...I offered to buy a brand new model which is valued at more than twice the amount of the current damaged model!!!  It is obvious they do not want this damaged piece back because they finally sold it to a "sucker"!!!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I did not receive the $99 refund for the protection plan for the sofa. I called over 2 weeks ago to cancel the protection plan for the headboard, footboard and table and was told in 7-14 days I would receive the refund. I called last week 2 times to follow up. I was left on hold then told a supervisor would call me back after checking with the accounting department.(evening call thought it was odd the accounting dept would be open)  I called the next day because I received no call and was told they still checking with the accounting department and would call be back whether the accounting dept. responded or not. Great Customer Service. I will try and call again.
Sincerely,
[redacted]

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

Good Morning Revdex.com,
We are very sorry that this
customer’s purchase has not lived up to their expectations.  There was unfortunately a piece that had to
be sent back on the truck, due to a cracked corner.  The piece that was sent back on the truck was
not billed to the...

customer.  [redacted]
has a very distinct billing system, they bill for what was received, not what
was written on the sale.  Please see
attached a copy of the sales order, showing that no Matrix Server was billed.
There were several pieces that
customer was not happy with and those were discounted for the customer. 
Bob’s offers the absolute best
value at our price point.  We are
sincerely sorry that this customer is not satisfied with the purchase.   
We would not be able to offer to
refund on the [redacted] insurance that was purchased, this could have been
canceled and refunded any time up until the delivery was made.  As these pieces have now been in the home for
about six weeks we would not be able to extend an offer to refund.   I understand the customer’s concern with
reading the reviews on [redacted]. 
Unfortunately people are much more apt to complain when claims are
denied then they are to submit positive responses when claim are
satisfied.  Many more claims are
satisfied then are denied.  Accidents do
happen, and this insurance, when utilized correctly, is very valuable. 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison

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 Afternoon Revdex.com-
We are sincerely sorry we were not able to complete this
delivery and caused this customer frustration. 
We have picked up the merchandise and the Wells Fargo account refund
will be processed. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s...

Discount Furniture

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: 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 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...

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]

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 Jennifer 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:There are a few errors in the company's response to my complaint.  Since they have now disclosed that the conversation was recorded they should review the recorded conversation and they will find the following:   The item was discounted and was in stock even as they were attempting to refund the purchase.  In fact the associate I spoke to noted in the conversation that the item quantity went down by one.  There were more remaining.  Secondly, the associate on the phone did not try to find a resolution.  Thirdly,  the money was taken from my account and the person at the store said they it could take days for the refund to occur since it has to be reviewed by the company. Lastly,  I am not concerned about someone tapping the phone line and taking my credit card information but I am concerned that a person a store has to write down or type in the formation. It needlessly elevates the risk of fraud.    
Sincerely,
[redacted]

Good Morning Mr. or Mrs. [redacted],
I am very
sorry for the disappointment you are experiencing with your bonded leather set.
I assure you that Bobs Discount Furniture cares very much to satisfy all our
customers and we stand behind the quality of our products including the
comprehensive...

protection plan we offer. In 2011 the protection plan you
purchased and coverage your merchandise maintains is honored and managed by a
company called Guardian. This information was disclosed on documentations
provided to you at the time of sale, Guardian is an excellent company who is
also Revdex.com accredited. While we are partnered with this company to offer this
plan we are unable to force them into honoring any individual’s claim for
damage.
Bonded Leather offers the look of luxury at a much more affordable price point
and as its name depicts, bonded leather is real leather that is adhered (or
bonded) to a fabric backing with a strong adhesive. Over time and with any
amount of usage the heat from our bodies and friction from use causes expansion
of the molecules that join the bonded leather to the fabric backing. Bonded
Leather is manufactured the same way industry wide and peeling over
time is not isolated to the bonded leather products we sell at Bobs Discount
Furniture. If you continue to purchase/maintain bonded leather furniture in
your home regretfully peeling can occur based on the nature of this material’s
manufacturing process.  You have had this set for nearly four years and in
that nearly four year period our records indicate that you have not reported
any issues to us before now. The Bobs warranty on your merchandise expired over
three years ago and as this concern does not stem from a factory defect in the
product’s workmanship and is viewed as normal wear and tear industry wide, we
are able to make a store credit offer to from a place of extreme courtesy and
care.
If you would like to reselect to a different set, made of a different material
that may fit your furniture needs better we can offer to credit you 70% of the
original cost you paid for both the Sofa and the Loveseat from your ‘Apollo’
set. In the interest of fairness we would ask that if you want the new
furniture you select to be delivered you cover the cost of that service as
delivering the merchandise has always been a charge we maintain separate from
the cost of our merchandise. We can offer to remove the current Sofa and
Loveseat you currently maintain on the same date we deliver the newly selected
merchandise and cover the cost of disposal for you.
Please let me know if this option for resolution is acceptable to you and I
will process the necessary paperwork and have our retail location contact you
to make you aware of your available credit.
Kind Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry that the team was not able to meet the
freight elevator restrictions.  The team
left the area because they had no place to park.  The team submitted photos to us showing the
extremely tight road they were trying to navigate to get to the...

customer.  They did not have a place to pull over and
park.  The customer was given a four hour
window for delivery as all of our customer’s are given.  The window this customer was given was 2:15
to 6:15.  We are not able to schedule our
deliveries based solely on every customer’s building restrictions.  We work very hard to accommodate each request
but in the cities, where every building has strict restrictions for deliveries
and use of elevator, we are not able to accommodate 2 hour windows.  The team did make this delivery at 7pm.  The team was 45 minutes outside of the
delivery window given. 
This customer has already spoken to one of our colleagues
and agreed to final compensation of $263.30 back to their Wells Fargo account, plus
an additional compensation for damage and incorrect merchandise of $32.88.  We will not be offering any additional
compensation based on the delivery occurring 45 minutes after the delivery
window. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture