Blue Ridge Travel

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]

Good Afternoon Revdex.com-
We are very sorry that there was any misunderstanding.  The customer was covered under our Best
Effort policy only.  The cost of the
service was what was covered.  Without
“Best Effort” the customer would have been charged for the service call. 
We are willing to split the cost of the parts with the
customer.  This vendor does still have
seat cores available for purchase.  If
this customer would like to accept this offer, please accept through the Revdex.com
and call into customer care to have the Customer Purchase Part order form
completed.  We have noted in the account
that we are willing to waive half the cost of the seat cores.   Once the part order has been created by our
parts department the customer will be contacted for payment.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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

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 October 2013 and at that time the customer purchased the option of Goof Proof Plus. ...

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, Guardian.  Guardian 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.  The customer filed a claim in December 2015.  This damage reported on the claim was from the kids in the home riding scooters in the house.  The photos the customer sent in support that report.  The kids riding scooters in the house and banging into the furniture is not damage from a single accident.  This is preventable damage.  This is not something that Guardian would cover under the terms and conditions of the protection plan.  As for the leather fading or changing color, this will occur if the leather is in direct sunlight or near a source of high heat.   Leather, like all skin, must be conditioned to protect it from the elements.   In the photos,  the pieces appear to be directly under and next to windows.    Kindest Regards, [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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

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

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]

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 Morning Revdex.com,
Please pass on our apologies to Renee for the inconvenience
the delivery team’s negligence has caused and may continue to cause. We assure Renee
that the property claim has been correctly filed with the third party trucking
company responsible for this damage and we will...

ensure the obvious coaching
concerns presented are addressed accordingly.
As Renee’s property claim is being handled by the trucking company
that caused the damages, Renee can expect follow up from that third party and
not Bobs Discount Furniture directly. Our records illuminate that the customer
submitted documentation for this claim to the trucking company directly and has
advised us that they are not receiving the appropriate follow up on the claim
from this submission. Each time we have spoken to this customer we have
proactively tried to get them in contact with the company responsible for their
claim.
I have sent an additional escalated message on Renee’s behalf to a
contact at a higher level of the trucking company involved in this claim and
asked that they contact Renee as soon as possible.
Should Renee not receive follow up from this trucking company
directly with 7 business days (from today 12.01.2015) they can call our
Customer Care Offices (###-###-####) and ask that we escalate this claim
within our Property Claims Department again as needed.I
have also provided the most updated email address I have for this trucking company contact as
Bobs Discount Furniture is not permitted to address or handle claims that
originate from a third party company.
For Renee’s
records the contact for resolution on this claim should be directed to Tom @ [redacted]
Kind Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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:Another broken ottoman was just delivered to my house yesterday.
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry the customer remains dissatisfied.  The plan the customer purchased does not
specify what action the company [redacted] will take. It does specify, on the sheet given to the customer
at the time of purchase and on the [redacted] website, that each damage must be
reported within thirty days of the accident. 
The customer did not follow the claims process.  The options we offered are the only available. 
 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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 that this
customer has had a frustrating delivery experience with us.  This customer has spoken with several
escalation supervisors.  It was explained
that once the delivery was completed we would be able to offer
compensation.  Once...

the delivery was
completed we did reach out to the customer to discuss compensation.  We have not heard back from the customer in
regards to the compensation.  The
customer can reach out to the any of the employees that he has already spoken
to, to discuss the compensation. 
 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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 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

Dear Revdex.com,
 Please pass on our deepest apologies for any inconvenience we may have
caused this customer during their experience with us.
 Regretfully I am unable to locate any account information that matches
this consumer’s complaint within our internal records....


 I have looked under the name, phone number, and address provided here and
I am not able to locate any purchase that matches.
 
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further?  They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers that may bring up their account records.
 
We ask that the customer responds to us thru this Revdex.com channel 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 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 7.3.14 and at the time of purchase, the customer purchased the option...

of
Goof Proof Plus. 
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].  [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 technician was at the home 1.4.17.  The report was noted that it was not a
manufacturing defect.   There is
extensive frame damage to the piece.  We
do not know what might have caused this in the home.  There are many ways damage like this can
occur.  If there was an accident, a
single accident that the customer is aware of that might have been the cause
the customer can submit a claim to [redacted]. 
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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: I'm sorry but that response does nothing to 'alleviate' our complaint. We were not given the option to refund due to your policy of accepting the furniture (which was not properly explained until AFTER the delivery men were unwrapping the couch in our living room). We were given ZERO recourse, other than to wait for your delivery guys to get it right the SECOND time around. I'm sorry but that's unacceptable. If you want to start by discussing compensation due to your failed service, let me know. Until then, this issue will remain unresolved. 
Sincerely,
[redacted]