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.
 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 5.9.14 and at the time of purchase, the customer purchased the option...

of
[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].  [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. 
A photo review was done by [redacted].   The customer reported damage to them that
was not the result of a single accident called in within 30 days so the claim
was denied.  
I reviewed both of the technician’s reports, one from 2016
and one from 2017.  The both listed the
damage as non-manufacturing.  Telling the
customer that the damage is unrepairable and the piece should be replaced does
not mean Bob’s would be responsible. 
Bob’s is responsible for manufacturing defects. 
This damage is not covered under the [redacted] Plan.  There
are no parts available from the vendor and it is too severely damaged for a
tech to repair.  We would not be able to
offer any resolution for this damage.
 
Kindest Regards,
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 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

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

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]

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

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 Kaylin to
rectify the...

situation and reach a satisfactory outcome.  The bank where the check was cashed is
conducting a fraud investigation.  This
is no longer in Bob’s Discount Furniture hands. 
The check was issued to the address on file; it was cashed on 11/30/15.  The bank will continue to conduct their
investigation to determine if fraud has been committed. 
 
We have provided this customer with all necessary documentation
from the bank.  This customer should
reach out to the bank for further information.
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry that the customer is so frustrated.  We completely understand that
frustration.  We did accept the errors
that we made.  We own the failures on the
account.  There are two sales orders for
this customer sales order [redacted] and sales order [redacted].  We should have had these scheduled for the
same day.  That was our error.  We should have noticed that there were two
separate scheduled deliveries when the customer called in.  That was also our error.  When the team was at the home and was not
able to assemble due to the rooms still containing the customer’s furniture,
the customer could have rescheduled the delivery to ensure the team could
complete the set up.  They chose to
accept the delivery with no assembly. 
In an effort to try to make this right for the customer we
will increase our offer of compensation to a refund to the original method of
payment,  ** ending in [redacted] in the amount
of $200.00.  If the customer would like
to accept this offer, they can reply back to the Revdex.com that they accept and we
will create the refund paperwork and email them a copy directly to the email on
this complaint.  They will then need to
reach out to their store in person or via phone with the entire [redacted]
number to process the refund.  We are
only able to see the last four digits for verification.  We would not be able to process the refund
without that final step. 
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 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 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: 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]

I still am not completely happy as I still need to lay out money for a new rug that clearly has some defect with it, but I will use the credit to purchase it.  
Complaint: [redacted]
I am rejecting this response because:
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...

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 have review the response and I am please to say my table was replace . Both Pam and her supervisor were great. I had spoke to via email and attached pictures and they way they handle things was superb. The customer care team at Bob's needs training to say the least. Thank you both for all your help. I truly appreciate it.
Sincerely,
[redacted]

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-
While we do sympathize with this customer
that waiting on a part order can be unpleasant, it is the only avenue open to
us at this time.  This part order was
offered as a customer courtesy. 
We offered a service and sent the
technician out free of...

charge.  He found
there was not a manufacturer’s defect. 
We explained this to the customer and offered the courtesy part order,
free of charge.  The cost of each of the cores
is $50.  As this customer was outside of
the 1 year manufacturer’s warranty this cost should have fallen to the
customer, but we covered it. 
I understand that the manufacturer did not
complete the part order as we requested. 
That is an unfortunate outcome.  The
pieces are no longer within warranty; there is nothing else we can offer at
this time.  We have placed the new part
order.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

[redacted],
Thank you for your response and I do
apologize if my verbiage caused you to feel any offense. My sentiment was intended
to convey an expression of regret for all the failures that you have been thru.
As you have indicated ‘none’ in the desired
settlement section of your complaint I give my deepest apologies again and remain
saddened that we have lost you as a customer.
Warmest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

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 Afternoon Revdex.com,
We completely understand why this
customer feels it is unfair to ask them to wait for this part order, I must
say, in this case I agree.  Our
manufacturer’s warranty is very clear that we offer service and parts
first.  If there is an extensive part
delay, we can and will offer alternate recourse, in some cases. 
We offered parts, and offered to
compensate her if she wanted to wait for the parts, there is a delay in the
parts, and we can certainly offer to exchange this for the customer.  I have created the paperwork for the exchange.
The customer needs only to call into to either customer care at ###-###-#### or
any store to have this exchange scheduled. 
The exchange order numbers are [redacted].  We are able to offer Wednesdays, Thursdays
and Fridays for exchanges.
Kindest Regards,
Tracy N. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison