Blue Ridge Travel

Dear Ms. [redacted] I understand that you are reporting separate incidents to Guardian however, prior damage must be repaired before reporting a new claim and the amount of damage you have reported is excessive and preventable- some of it is normal wear/unrelated to an accident (chairs).  Given the information provided in your most recent response, Guardian will not overturn the previous denials.As a courtesy, I have processed the necessary paperwork to replace the loveseat; please contact the store or our customer care center to schedule a delivery and pick up date. Please understand that there may be a difference in the dye lot of the new loveseat vs. the sofa (old vs. new), which is beyond our control. Unfortunately, there is no recourse for the dining chairs; you may either purchase new upholstered seats at $45.00 each or a completely new chair for $79.00. The chairs have a vinyl cover, the damage is unrelated to a defect or specific accident (rubbing together is not an accident but rather wear and tear); therefore there is no recourse available- however, the goof proof plan is still in effect until March 2017.

Good Afternoon Revdex.com- We are very sorry for the delay in having this rectified.  The customer has worked out the concern with the store.  We ask that they reply back if there are any other issues pending.     Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount...

Furniture Tell us why here...

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

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]

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

[redacted]
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
misuse or abuse of the merchandise. 
The scratches on the table top would not be a manufacturing
defect.  If there is a single incident or
accident that caused damage this customer can certainly put in a claim with
[redacted].  At this time there is no claim
submitted for this customer.
The damage to the chair could be caused by an accident or it
could be manufacturing in nature.  If the
customer is aware of an accident that occurred I urge them to reach out to
[redacted] and submit a claim.  If this customer
can submit 2 photos of the damage on the chair, I can review with my service
managers and make a determination on cause. 
If it is determined that the cause is manufacturing in nature we would
be able to offer recourse.   Please take
one close up color photo of damage and one photo from 2 to 3 feet away.
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because:The mattress what removed/returned. There is no [redacted] in billing because the contract was terminated by me. I had a 90 day return policy through bobs on the mattress. Regardless of who "financed" the purchase, meaning [redacted] offers a rent to own agreement, bob's still needs to stand by their guarantees. I still stand by that I should receive a full refund for this mattress. 
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:Another broken ottoman was just delivered to my house yesterday.
Sincerely,
[redacted]

Dear Revdex.com,
From our records this appears to be closed, the store has agreed to offer what
the customer has asked for, outside of policy.
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry that there was a misunderstanding between the sales person and the customer.   The order could have been changed when it was reviewed by the customer at point of sale.  The bed the customer is seeking does cost considerable more than the bed...

they paid for.  We would not be able to waive the difference.  We would be willing to take the delivery fee paid and set that up as a store credit, to apply to the new order.  That is almost half the cost.  If the customer would like to reselect to the [redacted] adjustable bed, we will credit the account in the amount of $329.99 to apply to the balance that remains of $844.  This will leave a difference for the customer to pay of $514 for the new adjustable bed.   If the customer would like to accept this offer, they can accept through the Revdex.com mediation site and we will create the paperwork.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com- We are sincerely sorry that this experience was so frustrating.  I can personally identify with a consumer’s need for an apology outside of making the concern right. Any compensation agreement is to be discussed after the customer has been fully satisfied with the...

merchandise they have received.  We do wait to discuss the compensation so that we can see all the failures and inconveniences the customer has endured. We offer any apology in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the normal daily operations that have helped us grow to be the 15th largest furniture retailer in the U.S. We also wish to provide our customers with a tangible item as a form of apology rather than just committing to the act of pacifying someone with a monetary amount. Should the customer wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and have several cash and carry items that can be taken from our Showrooms or pit locations as our free gift of apology. The delivery is scheduled for 12.8.17 we hope that this final delivery will be successful and the customer is encouraged to reach out once the delivery is completed to request an account review for compensation.  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] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Good Morning [redacted],
I am so sorry that we were unable to deliver you the product we
promised you in a timely manner .I feel extremely embarrassed after reading
about your experience with us andI
don’t blame you for being very upset and ultimately canceling your order; 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 during such an important purchase.  I truly wish I could go back and undo what has
transpired to cause us to loose you as a customer.
Your
comments regarding the service you received from our social media –customer care
and at our store are very important to us. We want customers to love shopping
with Bobs, so your report of a disturbing experience with our associates is a
serious concern for us. It is inexcusable for anyone to make you feel as if you
are being ignored. I know it is upsetting when someone who should be serving
you is disrespectful and we do hope you can accept our deepest apologies. You
deserve only the best service, especially when you visit Bobs. We have begun
addressing the obvious coaching concerns you have brought to our attention
within our staff and will take appropriate action.
Your
account indicates that your full refund was released from our systems (to both
the credit cards used) as of 8.24.2015. When there are several different credit
cards involved in a refund transaction we provide a timeline of 3-5 business
days from our processing for this electronic refund to show to your cards. We
have released the funds fully from our system and the only wait time left is
related to your credit card companies processing of the return directly.
Kindest Regards,
[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 found that they needed more info from me about my account,My address is [redacted],the order number is [redacted] and the master number Tiffany asked for is [redacted].My phone number is [redacted],she said she had to look up my account see what my options are,I guees we can go from there,cause I feel I was really treated bad and that they gave my false info,

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 Afternoon Revdex.com,
I have reached out to this customer directly as of (10.30.2015)
and Mrs. [redacted] has been provided with all of my direct contact information.
After our conversation Mrs. [redacted] asked that I email her with
the details of what we are able to offer for resolution to...

this concern and I have
included a copy of the email sent for your review on this claim: [redacted]
From:
G[redacted], Stephanie
Sent: Friday, October 30, 2015 1:00 PM
To: '[redacted]@[redacted].COM'
Subject: In response to your concern: Customer No: [redacted]
Good Afternoon Mrs.
[redacted],
I do hope you can
accept our deepest apologies for the poor experience you and your family have
endured with this purchase.
As briefly discussed
with you this afternoon:
If we are permitted
the opportunity to earn your trust back in our business by re-instating your
original sales order we will waive the associated delivery fee associated with
this order as our apology for our failure.
I have checked
inventory and see that all items on your original ticket are available to ship
from our distribution center.
               
**Please note – if you made package substitutions with your sales person I can
not see those since the order has been rejected and would ask that you confirm
with me item by item what it is you were expecting for delivery should you wish
to reinstate your order**.
               
**Please also note – all payments are to be taken by our retail locations so if
we are able to start earning your trust back we will need to get the order into
the system and your retail location involved in this process as soon as
possible**
As of right now the
soonest available date to schedule your delivery is 11.04.2015 (Wed). If you
were to select this date we could also make a time frame request (you tell me
what four hour time window works best) with our routing department in an effort
to accommodate you further.
There is a chance, I
say a chance as your order would need to be fully reinstated for our routing
department to even consider this option, that we may be able to get you added
on for delivery on 11.03.2015 (Tues). If you selected this option we would be
unable to make a time frame request as we would be putting your merchandise
onto the first available (and not completely filled) truck scheduled to be out
in your area.
Again I apologize for
the terrible impression you have been left with and I don’t blame you for being
as upset with us as you are.
I look forward to
communicating with you again and if you prefer my direct telephone number is
###-###-####.
[redacted]
I am currently waiting on the customer’s follow up communication
to me.
Kindest regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry for the error that occurred with scheduling the exchange.  The customer does have the option to keep the sofa in the home, the damage one.  This should have been told to the store at the time of scheduling the replacement piece.  The pickup...

would not have been scheduled.  This is scheduled for 7.11.17.  The customer is encouraged to track their delivery online at the delivery tracker on [redacted] This gives updated information on the expected timeframe.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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

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]

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 trust that the parts they have promised to order is ordered soon, so the actual nature of this complaint is resolved. 
Sincerely,
[redacted]