Blue Ridge Travel

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

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,
Please pass on our sincerest apologies for the inconvenience this delivery
experience caused our customer and her son. We can certainly understand the
customer’s frustration and acknowledge the reasons why the customer feels they
are owed something additional after the...

completion of their delivery.
Should the customer wish to cancel the protection plan
purchased and receive a refund on the monies put forth for this that is certainly
possible however we obviously advise against it since this plan will cover the
merchandise for a period of five full years against any manufacturing defects. We
understand the customer’s frustration and strongly suggest she reconsider this
demand as any business is unable to offer this type of protection at no cost to
their customer. We also partner with Guardian (another A+ company with Revdex.com) to
offer this protection (they manage the one time accidental coverage on plan) so
there is a cost associated to Guardian as well in order for the plan to remain
active.
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.
Normally we offer any type of additional 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 one of the largest furniture retailers in the U.S. We also wish to
provide our customers with a tangible item as a further 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.
As we are a company with a core value of fairness we are unable to offer
apology amounts off of any individual’s time or factory fresh merchandise that
stands in good condition in the home. 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.
I have listed three (3) options below for the customer to choose from for
compensation. Please have the customer select (1) one option and respond back
to us via this Revdex.com channel:
Option #1:
We will process a Bobs Discount Furniture Gift Card in the full amount of the
delivery fee paid ($129.99).
-Or-
Option #2:
We will process a Bobs Discount Furniture Gift Card for ½ the amount of the
delivery fee paid and refund the remaining ½ to the customer’s original method
of payment.
-Or-
Option #3:
We will process a refund to the customer’s original method of payment in the
full amount of the delivery fee paid ($129.99).
We look forward to hearing back from our customer and we apologize again for the
concerns our failures caused to her family.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry that the customer does not agree with our response.  If the customer chooses to file a legal action that is certainly their prerogative.  The easiest solution to this concern is to file a dispute with [redacted].  They would be able to provide all the information the customer is requesting, as they hold the financing contracts.  Sincerely, 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 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- 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 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 Morning Revdex.com,
The ‘Bob O Pedic’ mattress delivered to this customer on 03/21/2013 is not a toxic product and we do not sell harmful products.  All polyurethane foam is the result of the reaction between Polyols and Isocynate compounds.  The gas which they create in the reaction is...

what causes the cellular structure of the foam to form and rise. This gas is primarily carbon dioxide and of course, trace scents from the compounds. After reaction, the large foam blocks are permitted time to cure and at that point, the foam becomes a totally inert mass, which has no chemicals to leach out.  The block of foam are cut immediately after the cure and are then laminated to make the core of the comfortable, supportive mattresses as sold by Bob's Discount Furniture. These laminated mattresses are then compressed and rolled and wrapped in air tight poly bags for ease in shipping and sanitation concerns. Thus the mattress when it is decompressed carries and emits a small amount of the gases and this is the odor which one experiences when the mattress is initially placed in the customers home. This initial odor will normally dissipate with regular usage very quickly, depending on where, when, type of wrapping,  and how long this mattress was “stored” for could have affected the normal time period related to the non toxic odor dispel.
We last followed up with this customer on 9.15.2015 and advised, as a courtesy, we would provide a store credit (based on the price paid for this mattress originally) so that the customer could select a mattress that better fits their needs as an individual. IF the customer is legitimately having an allergic reaction to the mattress itself this is a concern related directly/solely to this individual as we would never sell a product that could be harmful to any customer.
We have already made an appropriate offer for resolution and convey that this offer of store credit is the most fair and adequate offer available for recourse in this specific scenario.
Kindest Regards,
Stephanie A. G[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. 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...

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 Pam to rectify the situation and reach a...

satisfactory outcome. The table was replaced on 1.12.18   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- We apologize that we were not able to complete the delivery successfully for this customer.  We agree that only having the piece in the home a couple of days would not constitute charging the customer a delivery fee.  We have processed the paperwork necessary to...

refund, please call the store with the original credit card used (Disc ending in1968) to have the money refunded to the card.  In [redacted] delivery fees are not subject to tax, so the amount is $109.99  Refund [redacted] Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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 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]

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]

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 that this customer continues to be
dissatisfied.  This customer has spoken
to several levels of management and we have explained we are not able to offer
any refund. 
If the customer was unclear regarding any of the details of
their policy that could have reviewed the policy after leaving store.  We offer 30 days to cancel the policy for a
refund from the day of purchase.  The
policy flyer, the [redacted] company website or anyone in the Bob’s organization
could have clarified any details of the plan. 
We will not be providing a refund two years after delivery. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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]