Blue Ridge Travel

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...

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 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 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...

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 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]

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]

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 experience with us. I have been notified that the claim from
[redacted] has not been denied, they are waiting for the customer to submit
photos.  Pending photo review...

matching
the damage report the customer submitted this will be approved by [redacted] for
reselection. I am unsure why the customer
would have felt this was denied by [redacted] but they are waiting for photos to
complete the claim process.
 
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-
Please pass on sincere apology for the delay in having
this credit re-instated.
I do see that this has already been re-instated by accounting
and the store has applied the credit to the new purchase.  If this customer requires any further
assistance please let us...

know.
Kind Regards,
Tracy [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 experience with us. I see that this customer has already spoken [redacted] and has made a successful claim on this chair.  The credit is in the system and will be active for...

thirty days.    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...

Good Afternoon Revdex.com-
Due to the intricate nature of this complaint, we have
reached out to the customer directly to discuss our offer of resolution.  The customer is considering our offer and
will reply to the Revdex.com mediation service with their decision.  We thank the Revdex.com for bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry that the customer continues to be dissatisfied.  We do offer compensation based on our failures.  We do not compensation for lost wages.  We do offer compensation based solely on our failures.  We are willing to refund the delivery fee of $109.99 to the customer’s Visa card used on the original transaction.  That would be the maximum and final compensation.  Sincerely, Tracy Sanborn Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com-
After reviewing the call between the customer and the agent,
we have reached out to the customer directly to discuss our offer of
resolution.  We hope the customer accepts
our offer and will reply to the Revdex.com mediation service with their decision.  We thank the Revdex.com for bringing this to our
attention.
Sincerely,
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 delivery experience with us. I see that this customer has already spoken with my colleague and it appears the customer worked with Dan 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...

Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the frustration and
aggravation our failures have caused our customer. We do take responsibility
for our failures while acknowledging our ownership for the aggression our
customer has communicated to various levels of our...

customer care organization.
Our business is making valid attempts to address and rectify all of our
customer’s concerns at this time. The customer’s account currently indicates
the following:
We presently have a part(s) order in place to address the concerns
existing on the sofa and loveseat.
A property claim is active in our system in reference to the
merchandise causing damages to the property and the customer is welcome to
email us photos of the damage along with an estimate for repair ([redacted] ) to move
this claim forward.
We have a pending exchange order set up for the bed that was
canceled from a previously scheduled delivery we were set to make (this exchange
was last canceled from a scheduled date of 10.13.2015).
On 10.7.2015 our customer spoke with one of our Call Center
Managers (Ms. M[redacted]), which is and remains the highest level of professional
available put in place and fully trusted to handle our customer’s concerns by
our business. Ms. M[redacted] has disclosed to me that she made a reasonable
apology offer (which is also reflected in her recording on 10.7.2015) to be
refunded to the customer’s original method of payment after the concerns had
been rectified. As we clearly failed our customer in the delivery processes of
both sales orders we are willing to refund the cost of the failed services to
the customer. As a further form of our apology (which is at any businesses
discretion) we have agreed to refund an additional $150.00 to the customer’s
method of payment. Ms. M[redacted] has further disclosed to me that she provided
our customer with her direct phone number so that she could ensure this
agreement was processed to the customer after the scheduled delivery we had in
place to exchange the bed was met with a satisfactory result (please note as
indicated above –we had this resolution scheduled to occur on 10.13.2015 and it
was canceled the day prior to its arrival).
                The above
resolutions for damaged product replacement parts and/or full replacement along
with our apology offer are still options we consider active for resolution. If
the customer allows us to-we are happy to continue our pursuit of correcting
the merchandise concerns and apologizing to our customer with compensation
after we have been able to earn their satisfaction in the original products
selected.
Again – We take ownership for the disappointments we have caused
and should the customer wish to return
the merchandise they currently have, (we would schedule a delivery team
to remove the merchandise) we will work far beyond our stated policies and
agree to provide them with a full refund of each sales purchase price once the
merchandise has been fully check into our distribution center.
                Please note: The Property Claim
is considered a separate entity from the sales order so even with the option
for return to refund we still require the documentation requested (above) to
assist with the property claim.
In response to this statement (made by customer):
“If
there is a concession that can be made, it would be gladly received.”
Our business is willing to discuss options for what we will refer
to as a ‘concession to keep’ for the concerns present on the sofa, loveseat,
and bed. Please let us make it clear that this is not the route we see best for
our customer and while resolving our customer’s concerns is certainly our main
focus – providing a partial refund percentage of the cost paid for these items
does not seem like a caring avenue for resolution when our customer is stating
that the current bed they have is unusable.
If the options we currently have in place or the removal for full
refund are not acceptable avenues of recourse for our customer to consider and
they are still seeking a partial refund (concession to keep) we are happy to
explore that option after viewing pictures (sent to Revdex.com) of the concerns
currently present.
As the customer is agreeing to keep the item with these damages should a partial refund be
processed, it is only to their benefit to allow us the opportunity to see the
damages present.
If the customer would like to us to review the partial refund option in more
depth (concession to keep) we request that they send thru Revdex.com a minimum of
three photos for each concern they are requesting concession options for:
               
-One photo of the entire piece at a distance
               
-One photo that shows the damages at a distance
               
-One photo that shows the damages from close range
We will review these photos and respond with what option(s) for concession to
keep we have available.
In conclusion, our business has several avenues available
(some currently active and in process) to assist our customer in moving forward
and we are making an enormous effort to honor our customer’s demands while
continuing to operate under business terms that keep all resolutions fair for
all consumers alike. We agree that we have failed our customer and seek to make
these failures right by our customer even if that means working beyond our
normal procedures.
We look forward to hearing back from our customer via this
mediation channel they have selected to open and apologize again for all the
time they have spent seeking resolution to these furniture concerns.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry if any miscommunication occurred between
the salesperson in the store and the customer. 
That is certainly not the experience we would want for any of our
customers.  We train our salespeople to
explain the terms of the financing available...

through [redacted].  We apologize if it was not made completely
clear before the credit check was processed. 
We are glad that the manager was willing to step in and accept the
responsibility on behalf of Bob’s. 
We are very sorry that this was this customer’s first
experience with Bob’s and not a satisfactory one.  This customer has already accepted the
compensation that was offered and has reported no further issues with the
pieces.  We are very sorry that they
continue to be dissatisfied with the purchase they made. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com,
We apologize if the customer took
offence.  There is no judgment in the
statement that the customer moved over 300 miles; it is a statement of
fact.  The fact is in moving outside of
our service area the customer has in essence voided the warranty.  This is a statement that is printed on every
customer sales order and is signed at the time of purchase.  I can not make any judgment on any
conversation that may have taken place. Our stores are trained that [redacted]
covers all lower 48 states for accidental damages.  Bob’s covers manufacturing defects within our
service area. 
We can not judge the condition of the
furniture based on the phone calls.  We
did not have the opportunity to have the furniture inspected before it was
moved.  My request for photos was an
attempt to assist this customer.  This
customer has already been told we have no recourse.  I am working outside policy guidelines to try
to make this right. 
If this customer would like to submit the
photos we will review them and offer whatever recourse we are able. 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison

Complaint: [redacted]
I am rejecting this response because:
It was resolved and the manager at the store corrected the mistake. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
  But I would like to interject as to the statement made by Ms. Tracey S[redacted]  I will agree that two techs came to my house on two different occasions but the two occasions they came they failed to fix my bed properly. I was assured on the second visit, that the tech would change out the current ones and use stronger and ticker board as the ones currently on the bed is constantly bending that’s is the reason why I had to call them back months later to fix same.    I now have bed with fifteen slabs holding up my railing under my bed so that the slags don’t break or bend.  I think that unacceptable for a bed.  When my bed came with about 6 originally and now there are 15 under my bed.  Why, now are they placing additional 11 to support my bed?  And as I expressed I am now unable to swept my under my bed properly due to the amount of braces that are there now.  All I want is for them to fix my bed properly.   I believe the main reason why they don’t want to - is they claim that this bed doesn’t come with ticker and wider slab so they don’t want the additional expense to get replacement.  “Just my opinion” Respectful yours, A very irritate customer [redacted]