Blue Ridge Travel

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 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 Morning Ms. [redacted],I have contacted our internal Guardian liaison department, explained your situation and they have reinstated the credit for the sofa. When using the credit in the store please reference ZRE [redacted]; the value of the credit is $504.62 and you must use it by August 11,2015,...

otherwise it will expire and again be voided.Thanks,[redacted]

Good Afternoon Revdex.com, Please pass on our sincerest apologies to the customer for the concern they have existing. The customer signed an agreement with an entirely separate company from Bobs Discount Furniture – the agreement that the customer is referring to signifies that it belongs to the...

Acceptance Now Company – not Bobs Discount Furniture. I can confidently state that this type of agreement is commonly reviewed with an Acceptance Now Representative and signed with an employee from that company directly. We do not train our sales professionals or customer care agents on the inner workings, terms, or conditions of this contract as it is a document that our company is not authorized to manage, update, or change in any way. We did complete the exchange on 6.22.17.  The piece that was damaged on the initial attempt was the storage drawer under the bed.  The bed was set up and functioning from the first delivery on 5.23.17.  The storage drawer was scheduled for the exchange at that time.  We are not able to make any adjustments to a contract that is between this customer and a completely different company.  We can offer compensation.  For the customer having to have two deliveries and having to wait for a month for the storage drawer to be available, we are willing to offer a Bob’s store credit in the amount of $100. Kindest Regards, Tracy N. S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

Good Afternoon Revdex.com-
We are very sorry that this customer decided to cancel the
order.  The sale was canceled on 1.19.17.
No one in our organization should have ever made any
guarantee regarding a credit card refund timeframe.  We can process the paperwork on our end then
it...

goes to that bank or that credit card company and it is up to them to post
that money to their customer’s account. 
We can not control that aspect. 
On our end the refund of $600 has already been sent to the
customer’s [redacted] account.  There is no
hold or block on the refund.  The information
has been sent.  The remainder of the
process is now between the customer and the company the [redacted] card is
through.  We hope that this is processed
quickly. 
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 delivered on 5.21.16 and at the time of purchase, the customer purchased the option of [redacted]...

[redacted].  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] covers the merchandise damage resulting from a single accident.  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.  We sent our technician to the home on 5.13.17.  The tech found cosmetic damages that were not manufacturing in nature, scratches and stains.  We have attached the photos the tech took, the back page of the customer’s sales order explaining what is covered and the [redacted] Handout the customer was given at time of purchase.  We are very sorry that the customer has chosen not to pay the [redacted] bill.  As the customer financed through [redacted] the customer’s credit will be adversely effected by not paying the agreement.   Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Morning [redacted]
We absolutely apologize that you are having
issues with your mattress.  We have
recently changed our policy on mattresses and staining.  It was in the past very black and white, if
there was a stain, warranty was voided. 
We do now honor the warranty if...

the stain did not cause the defect.  There are cases where a spill on the mattress
breaks down the mattress material causing dips or pockets. 
Due to the change in the policy I would ask
that your submit photos to me, either through the Revdex.com mediation process or the
photos can be sent directly to my email [redacted]
*If the technician deems the defect
is not caused by the stain the Factory
warranty is not affected.*
*If the technician deems the defect
is caused by stain the Factory
warranty is voided*
To move forward please understand that we
require a minimum of four (3) pictures (in color) for each item that is an
issue. I have listed the requirements below to ensure our request is
specifically notated:
-Minimum 3 Photos of the Mattress:
        
   - 1 Picture that clearly shows the entire facing surface of the mattress,
this way I can clearly see if the stains might have caused the depressions
- 1 Picture that
clearly shows the damage at close range
          -1 Picture that clearly shows the damage at a
distance showing the depressions, if you put a broom or mop across the
mattress, I can get an idea of how deep the depressions are
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

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...

Good Morning Revdex.com,
Please pass on our sincerest apologies for the multiple
bedding concerns and the inconvenience this has caused to our customer. We do
not blame the customer for being very upset with us and in lieu of the poor
experience overall we have made the executive decision to...

refund the price paid
for the bed protector.
While I understand our customer’s negative perception,
having been thru such an ordeal with this bedding, Bobs Discount Furniture does
not deliver used product under the pretense that it is new merchandise. Bedding
today is built on an assembly line in a fast paced manufacturing facility and
while it is rare, it is entirely possible that the items delivered were built
incorrectly or with poor workmanship at the manufacturer’s facility.
If I understand the customer’s posting correctly it advises
that our delivery team took back the protector with them, if I do not
understand this post correctly then please convey to the customer that they may
keep the bed protector purchased and we will still offer to refund the purchase
price due to all the concerns caused. The mattress protector carries an extreme
value for any bed its used with, while we are able to allow the customer to
keep the mattress protector please note that in accepting the purchase price
refund this specific mattress protector is no longer eligible for any of its
associated warranty benefits thru Bobs Discount Furniture.
I have created the appropriate paperwork needed for the
refund and the most efficient manner in which this can be processed back to the
customer is by the customer making contact with their retail location.
I have left the directions below for the customer to follow
and apologize again for the concerns they have experienced as a result of our
failures.
o  
Anytime after 10am and before 9pm Dial ###-###-####.
o  
Press the number one (1) on your keypad when you hear Bobs voice.
o  
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this
order number: [redacted].
o  
At that point they will take the credit card
information from you and complete the processing.
Kindest Regards,
Stephanie G[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.
Sincerely,
[redacted]

Good Morning Brandon,
I don't blame you for being very upset with us and on behalf of Bobs
Discount Furniture I extend my sincerest apologies.  I know and acknowledge how unpleasant this
entire ordeal has been for you and while I know this is your Bobs experience I assure
you that we...

would not be continuing to grow if all our customers were met with
so much disappointment while seeking to rectify warranty claims.
I truly wish there was a way I could undo what has been done and I
apologize again for the appalling impression you have been left with of our
company. You have our pledge to maintain the quality of all our customer
interactions at every level and we truly thank you for reporting these
incidents to us.
The springs on your sofa were deemed to be experiencing a concern as a result
of the manufacturer defect and this is
covered under the warranty directly provided by the vendor to the purchaser. As
per our service policy (outlined on your original invoice) you are granted a
one time replacement option on the affected item. Your account does not
indicate that you are experiencing any concern with the loveseat you have in
the home but given the poor experience you have endured we are happy to offer
you a reselection store credit on the loveseat as well as a further form of our
apology.
I have entered the reselection store credit into your account (based on
what you originally paid for the sofa, loveseat, and Goof Proof Protection).
This store credit will allow you to reselect to a different set,
please visit any of our showroom locations to access this credit with a sales
professional within the next two months (credit expires on 9.10.2015). We will cover the cost of the new delivery fee on the new sales order due to the defective sofa.
We will expect to remove the current merchandise (sofa and loveseat) you have
in your possession on the same date we deliver your new selection. I have asked
that the parts order pending for you be canceled, if for any reason you receive
these parts due to them already being in route to you please feel free to send
these parts back with the delivery team that comes to your home to deliver your
new set or discard of them at your own discretion.
Your store credit can be accessed directly under this order
number: [redacted] and we thank you for giving us the
opportunity to make our failures right by you.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

The purchase is under [redacted]  (my mother in law) the phone numbers connected to yhe purchase will be [redacted] or [redacted]. I believe a bobs credit card was used.Sincerely 
[redacted]

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

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]

Good Day Revdex.com,
Please pass on our sincerest apologies for
the inconvenience the multiple deliveries and failed part orders caused our
customer. We can certainly understand the customer’s frustration.  Our records indicate that the final drawer
was delivered 1.4.17.
Bob’s...

prides itself on providing quality
service and the best value product for the price. Our primary focus is on
making the concern we caused right so that our customer is satisfied with the
product that they have purchased from us. We have resolved the original concern
and delivered the customer the merchandise originally expected in good
condition. The order of the vanity has
been canceled per the customer’s request. 
While it is not normal procedure to so we
do recognize that we have failed our customer and we are willing to make an
exception in this case to work above our normal compensation guidelines and
policies. We can offer to provide the customer with an ECard in the amount of
$100.  Should the customer wish to accept
this offer, please advise that they may respond to this communication via the
Revdex.com as ‘satisfactory’ and we will have our gift card department create the
credit and email the customer directly. 
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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

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]

Complaint: [redacted]
I am rejecting this response because:
Three separate occasions no one at Bobs declared this unable to be resolved and continued to string me a long for a month and a half. I do not want a measley 50 dollar gift card for my inconvenience. It was the incompetence of their employees and service men that ASSURED I would have this issue resolved and would receive a replacement mattress cover. It is not my fault customer care did not accurately describe the resolution to this issue. I will never be buying anything from Bobs so 50 dollar gift card is not even useful in my situation. I have had numerous issues with Bobs since I purchased this set in 2011. Every time is an issue. There's always a reason they cannot fix or replace something. Their technicians that come out don't even work directly for them it's a subcontractor. Do they even know the policies? Someone should have said from the beginning this wasn't covers but continued to say yes we will take care of it and now they can't? Horrible. Customer. Service.  They never want to solve the customer problems. Numerous customers have the same issues as I. The aggravation isn't worth dealing with this company to save 200 or 300 dollars. The furniture is as cheap as can be.  I will speak to the media against this issue because I know there are people personally who have had horrendous experiences with Bobs and will stand by me in this case. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: the quality of the furniture is poor.  I did exchange one chair for another style because I had no choice.   Bob's Discount Furniture is not stuck with returns.  They have an area called "the Pit".  How it was explained to me, that's where returned furniture goes.  When we received the new chair, I contacted the Revdex.com to inform them that  an exchange took place.  
Sincerely,
[redacted]

Dear Revdex.com,
We are very sorry that the customer does not accept our response.  When we became aware of the impending weather
event we set up an automated system call to advise customers.  This call gave customer the option of
rescheduling.  We would have no way of
knowing which of the thousands of deliveries and services that were affected by
the weather, did not reschedule.
If the customer had rescheduled instead of continuing
to use the piece we would have a clearer idea of the damage.  Due to the customer using the piece that was
damaged, causing more damage to the area it is now impossible to tell if the
original damage was manufactural or caused in the home.  The damage that is evident now was clearly
caused in the home.  This damage can
occur from flopping or landing heavy repeatedly on the pieces or from children
jumping on the pieces.  It can also occur
from moving the piece and not having a firm grasp on the piece. 
We are not able to offer any resolution. 
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison