Blue Ridge Travel

Complaint: [redacted]
I am rejecting this response because: I will do so. Your company is the company furnishing the account not [redacted]. 
Sincerely,
[redacted]

Good Afternoon Revdex.com,
Please pass on our apologies to [redacted] for the inconvenience
the delivery team’s negligence has caused and may continue to cause to her and
her family. We assure [redacted] that his property claim has been correctly filed
with the third party trucking company involved and we...

will ensure the obvious
coaching concerns presented are addressed accordingly.
As [redacted]’s property claim is being handled by the trucking company
that caused the damages, [redacted] can expect follow up from that third party and
not Bobs Discount Furniture directly. Per our contractual agreements with this
trucking company they are owed a fair chance to process resolution on their
claim prior to Bobs Discount Furniture asserting ourselves into a situation
where it is most likely unnecessary.
I have sent a message on [redacted]’s behalf to our Delivery Managers
and the trucking company involved in this claim to please contact him as soon
as possible.
For [redacted]’s
records the claim number associated with the property damage is: [redacted]
I was able
to ensure that the delivery company has the correct phone number; their notes
indicate that they have called twice.  I
do see that on 2/10/16 you spoke with an agent that submitted a request for the
depot to reach out to you.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because:
I allowed the service technician to come out to my home on 04/01/2016 to finish putting together the bed. When he arrived this morning, he could not complete the bed installation because there were wheels missing to the trundle bed.  This is the second time Bob's has tried to put together this bed and has failed due to an error on their part. Once again, the correct and necessary parts were not sent.  This has been a month that my daughter has not had a bed to sleep on.  This is unacceptable.  My mother took time out of her own schedule to be at the home to meet the delivery/service technician and the bed is still not ready.  I want all delivery charges removed off of my account and a discount off of the merchandise for all of the stress my family and I have had to endure because of Bob's repeated errors.  I would also like a technician to finish putting this bed together immediately.  This is unacceptable. 
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

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 Afternoon Revdex.com- We are very sorry for the part delay.  The parts supervisor has been in contact with the vendor and they are not able to advise us on when they expect to ship.  For this reason, we have set up an exchange for the TV Chest.  If the customer would please call into customer care at their earliest convenience we can have the piece exchanged.  The sales order for this exchange is [redacted]   We are very sorry for the delay in the part order.    Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com,
I apologize to our
customer for any perception they have of my response trying to “glaze over”
their inconveniences. The response I provided fully disclosed facts associated
with this scenario and took ownership for the failures we have caused to our
customer.
As previously indicated -I cannot and will not pretend
to know what transpired at the time of sale in February of 2014. The customer
certainly has the right to allege that they told their sales person that they
wanted two armless recliners instead of two armless chairs in their sectional
however I can provide a copy of the receipt from this order indicating that the
customer was getting armless chairs and not armless recliners. Please also
consider that our customers commonly sign their invoice confirming what they
are receiving (and being charged for) prior to leaving our store and this
invoice copy (which has been attached) indicates other items that were in fact
purchased as reclining units.
I do apologize further if the personal belief I
communicated was inaccurate, as the customer is indicating that they did not
fight an upcharge this means our retail location changed the pricing on the new
orders they created in an effort to aide this customer fully rather then
question the documentation we have confirming armless chairs vs. armless
recliners. The outcome still reads as an additional step our business took to accommodate
our customer.
I can absolutely
acknowledge the reasons why the customer feels they are owed something
additional after their concerns have been resolved and as a business we
certainly do want to provide our customer with a token of our apology after we
have been able to rectify their concern. Right now we are working to resolve
the concern we caused and have the appropriate resolution in place to do so,
making the concern right and delivering the customer what they expected is the
responsibility that is owed from our business to the customer. While it is a
kind thing to do, a business in any
industry cannot be forced into compensating a customer because there was a failure,
the business can and should be held accountable to make that failure right and
our business is currently ensuring that happens. The act of compensating a
customer is administered at the internal discretion of any business and Bobs
Discount Furniture believes in resolving the customer’s concerns, thus honoring the original promise
made, prior to discussing what type of final apology offers we have available
to our customer.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison

Good Afternoon Revdex.com- We are very sorry that the customer is dissatisfied and frustrated.  We have removed the usage fee on the non-damaged pieces.  The warranty does state that we will offer exchange or reselection on the damaged piece, it is not meant to include other non-damage...

pieces.   Due to the set being in the home a less than six months we agree that no usage fee should be applied.  The customer is now set up to receive full credit towards a new set.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because:This is inaccurate.  Bobs offered to send a repair person for $40.00+/-.  If the Bob's Rep. would like to send a service repair person to our house to repair the product in question instead of having me bring it back and purchase another item valued at $450.00 higher, then I will accept.  I do believe this shows that the representative at Bob's realizes they have no chance at selling this inferior product and is willing to pay a driver to travel all the way to [redacted], ** instead of having the long term client bring this product back and purchase another product valued at more than double the first.As stated to all, we have been very satisfied with all of the Bob's locations we have dealt with in the past and have really been turned off by this experience.  I have to admit, not making an exception considering the complaint, along with the offer from the client to only spend more money, has me really puzzled.My wife and I shop solely at Bob's.  We don't even shop around.  Our 6 siblings all go to Bob's because of our high praise...check your system.  We go to Bob's for everything.  To have "Our" Bob's throw "store policy" in our faces when we feel like we have been taken advantage of is very disappointing.  Not to mention, we weren't looking for a freebie or a greater discount...WE WERE LOOKING TO SPEND MORE MONEY!!!But, send your repair person to fix the last piece of furniture we will buy from Bob's and we will just part company...or consider our offer of spending more money because of your exception to the rule and build the relationship back up....Your choice.     
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are sincerely sorry that the customer is having concerns with the bed purchased in February 2018.  We do see that the customer picked up the merchandise and set the bed up themselves choosing to avoid paying a delivery fee.  Normally we are not able to offer...

recourse on scratches, dents and damages like that, as we are not able to see if the pieces came with the damages or were damaged during the transport and assembly.  For this customer we did offer to exchange the pieces.  That exchange was completed on 3.28.18.  We are very sorry that this has been an ongoing concern, we hope that the customers recuperation goes smoothly.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Morning Mr. [redacted],Thank you for choosing Bob's Discount Furniture for your home furnishing needs.  I understand your concern and began to research your account however, I was unable to locate a purchase history with Bob' Discount Furniture using the identifying information in your Revdex.com...

complaint.Based on your description it sounds as though you may have financed your furniture order with Acceptance Now; if that is the case I would recommend contacting the Acceptance Now office located in our showroom or redirecting your Revdex.com complaint to Rent-a- Center, the parent company of Acceptance Now.Acceptance Now provides an alternative finance option to Bob's Discount Furniture customers looking to start or rebuild their credit. There is an Acceptance Now office located in each of our showrooms; customers select the furniture from Bob's inventory however, enter into a finance agreement with Acceptance Now. Bob's Discount Furniture does not have access to the finance terms or payment history.If Acceptance Now was not your method of payment, please forward either the name, customer master, invoice number or telephone number associated with your order.Thank you,[redacted]

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,

Complaint: [redacted]
I am rejecting this response because:I don't agree with the assumptions made by the Bobs Furniture representative.  They claim that because they saw no evidence of nail polish remover in the photos, such as dripping, they  wont cover the damage.  They also stated that the bonded leather products they sell are prone to cracking and peeling so they are blaming the peeling on defective merchandise.  I dont know how they would see dripping if the nail polish remover was immediately cleaned off.  The peeling only happened in those areas where the nail polish remover contacted with the couch.  As the pictures clearly showed, the cracking and peeling is not pervasive but only in the areas where the nail polish remover spilled. The couch is in otherwise very good shape.The company's position on this is a circular argument.  They are not covering this because they're claiming its a manufacturer defect.  However, the defect only happened in the areas where the nail polish remover was spilled. So the company's defense is that the isolated damage is not from the spill, instead it due to their substandard merchandise. I'm troubled that the company would write that cracking  and peeling is very common with  bonded leather products.  Is that something they advertise when they sell their merchandise, its not.  I was not told that when I purchased it.      This simply appears to be an example of a company not keeping its contractual agreements and false advertising.  The Goof Proof contract at the time of sale was provided in a colorful sleeve showing graphic art of wine, pens, nail polish, paint, and a nice cartoon of Bob and the caption stating, "Accidents Will Happen, Don't Worry, We Have You Covered."  I had no idea this was such a scam until this happened to me and I started communicating with other people who had this happened to them. This seems to be Bob's business model.  Sell these Goof Proof Plans and never meet your obligations.  I don't accept the company's response.   [redacted]
Sincerely,
[redacted]

Good Morning Revdex.com-
 
While we are absolutely
concerned that this customer is unhappy with his purchase, we have had no
issues reported to customer care.  There
is no record that the customer has reported any damages or concerns.  So per our policy he has not allowed us to
fulfill our contract with him. 
 
SERVICE
POLICY
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
“Pit” 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.
In an extreme effort to make this right for this customer if he is
willing to submit photos to me I would be willing to discuss an offer for
concession to keep.  This offer would be
based on what I can see in the photos. 
We are not in the position to make any offers or discuss any amounts
without having photos. We would need at least 2 photos of each issue, one clear
close-up and one from a distance to allow me to match the piece to the
order.  These photos can be sent through
Revdex.com as a mediation service or directly to me at [redacted]
I will reach out to the customer directly to discuss options once
I have received the photos to review. 
Thank you for your time,
Kindest Regards
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

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...

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us. We have a specially trained team that is able to review photos of performance fabric to ascertain if the damage is the result of an action in the home or maybe...

the result of a manufacturing defect.  We have sent the link to respond with pictures to the email address on this complaint.  We hope that the customer will submit those photos to see if there is any resolution we can offer.   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. If this is truly pet damage from nails or teeth it will not be covered under the Goof Proof Plus plan.  The plan does cover some pet damages; damage from bodily fluid is covered as that is considered to be accidental in nature.  Damage from pets clawing or chewing is not covered and never has been, as it is completely preventable.  We have attached the Goof Proof Plus plan flyer showing what is covered under the plan.   Kindest Regards,                                         ...⇄ Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

Complaint: [redacted]
I am rejecting this response because:i disagree with bobs. this couch has been replaced on multiple occasions. its sad that they dont backup their aggreements. I will never buy from them again and will encourage everyone I know of their business practices.
Sincerely,
[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]

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 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.
The phone...

number provided brings up a sales order from 2011 that is under a completely different customer name out
of [redacted] and we have received zero calls on this sales order in the last
five years.
The name provided returns two accounts and I highly doubt they are
for this customer as they were purchased out of ** and [redacted] not the state of [redacted]
The street address listed returns no customer records when searched for.
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.
Based
solely on what the customer has posted please see
this link(s) via our website that depicts that rips/tears are covered under the
terms issued by the Guardian company (not Bobs Discount Furniture) and from the
occurrence of a one time accidental damage.
Link 1 will show:
[redacted]
Q: What is the [redacted] Protection Plan?
A: The [redacted] Protection Plan at Bob’s provides comprehensive coverage for many
accidental stains, damages on leather, fabric and vinyl upholstered furniture,
as well as wood and other hard surface furniture, that are the result of a
specific incident of accidental damage.  In addition to 5 years of
coverage for accidental damages, [redacted]lus also extends Bob's 1 year
guarantee against factory defects to 5 years.
Link 2 displays general [redacted] information for this
plan (commonly given at the time of purchase):
[redacted]
I am certainly willing to research this customer’s concern further to ensure
that fair and adequate resolutions are being provided once accurate account/
purchase information can be confirmed.
Thank You,
Stephanie
Bobs Discount Furniture
Corporate
Customer Care Liaison