Blue Ridge Travel

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with us.
Bob’s does not manufacture merchandise; we are at the
mercy of our vendors.  We did request the
parts be sent to the customer, we...

were given a date we should expect the
parts.  The manufacturer did not fulfill
the order.  We are very sorry that we
were not able to get the parts out to you on a timely manner. 
I am confused however. 
It appears the customer had a conversation with one of my colleagues
Elizabeth on September 16.  They agreed
to give it one more week, and if the parts did not arrive, Bob’s would offer
either an exchange or a reselection, so the customer could get a
replacement.  We will absolutely honor
that offer.  There is a reselection
credit in the system for the cost of the sofa, the goof proof plan and the
tax.  We will waive any new delivery fee.  The pick up of the piece in the home will be
done when the customer’s new merchandise is delivered. 
If the customer wishes to accept the offer for exchange
or reselection, they can reply that they accept, then go back to the store to
choose the new merchandise.
 
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. I trust that the parts they have promised to order is ordered soon, so the actual nature of this complaint is resolved. 
Sincerely,
[redacted]

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 Raymond and Revdex.com,
We are very sorry that the [redacted] protection [redacted]
purchased has not fulfilled the customer’s needs.   I was able to review the photos of the pieces
and I do agree with the tech that there is no manufacturing defect on the
set.  I was...

hoping that this manufacturer
offered replacement pieces on the seat cores; I was going to offer to order new
cores.  Unfortunately this vendor does
not offer that option. 
Offering to cancel and refund any [redacted] is far
beyond our normal policies because we understand that it doesn’t benefit our
customer in any sense.   We understand
that you feel you were mislead at the time of purchase, the [redacted] details do not
state that the [redacted] will cover normal wear on the pieces. We do not purposefully mislead our customers
into any buying choice.
We will honor this customer request to be refunded the
purchase price on the [redacted] protection [redacted].  That has been created and the customer can
reach out to their store with Visa card ending in 3363 for the credit to be
finalized.  If this customer no longer
has the original Visa card they can simply stop by any Bob’s store with a photo
ID and the new credit card and the store will be able to finalize.  Credit number to reference is [redacted]
 
Kindest Regards,
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

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

Complaint: [redacted]
I am rejecting this response because: Yes we went through [redacted] BUT [redacted] said they didn't know about the shipping part and has no idea that this particular couch at that time was discontinued. I feels it's in both Bobs and [redacted] hands. If something doesn't take place regarding this I will contact the attorney General. 
Sincerely,
[redacted]

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 Afternoon Revdex.com-
We are very sorry for this concern.  It does not fit with our core values or
business practices.   We are very sorry
that the customer was left feeling frustrated and unhappy.  While we understand that this will not erase
the experience for this...

customer we would like to offer a token of
apology.  We will have a $50 credit
applied to the customer’s account.  We
thank the Revdex.com for bringing this to our attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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

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 has accepted our offer to waive
delivery fee as compensation for the numerous phone calls and
miscommunications.  We...

appreciate the Revdex.com
mediation in bringing this to our attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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 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 very sorry that the customer has gone through this
issue.  That is not something we would
want for anyone. This bed was not part
of the recall.  The beds that these
replaced in November of 2015 were the beds that had one piece that...

was
recalled.  This is the version the
manufacturer upgraded to. 
The twin over full combination is still available; we have
expanded the selection to include a choice of three colors.  We have set up a reselection credit for both
beds, even though only one was noted as an issue and we have done this without
our normal procedure of sending out a technician to verify if either bed is
defective.  We would not be able to
include the mattresses in the reselection.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because: When I called [redacted] they were pretty rude.  I told them I was out and when I came home the tear was there.  I was not home to witness it.  An accident is and accident whether a dog jumps and rips the couch or I fall into it with a knife.  I was sold this warranty by your store because I had dogs.  The information on your warranty says accident.  It does not way they consider to be an accident. Your tech said it was not normal wear and tear so it was an accident.  So I confused by the definition when I called.  [redacted] is not very friendly and intimidates you when you call.  I sent pictures so I you can fix it that is fine.  I just want the warranty that was sold to me. And I am so tired of your store saying sorry we cannot help you. Years ago when I had a scratch on my table your company told me that my son intentionally scratched it.  How does your company come up with that?  And to accuse someone's child like that, I don't get it.  I feel like your company says anything not to honor a warranty that is sold to a customer.
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are very sorry.  We did not have the resources to move to this project that were actually required.  We were running behind the timelines we originally anticipated.  We have already addressed the customer’s concerns and the return authorization credit is...

waiting for them to make their new purchase.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com,
As a third party to what
actually took place in the home on 12.24.2015, I myself am having trouble
determining what may or may not have happened given the fact that the
information we are provided with continues to change at the customer’s will.
We will upgrade our offer
for a second and offer to refund ½ of the cost paid to us for delivery
($115.00). At the very least this offers a refund amount that may assist the
customer with the cost associated in getting the mattress removed. We stand
behind our (now twice) upgraded offer as the most fair and adequate
accommodation offer we can make to this customer. We apologize that their
delivery did not go as planned however we never agreed to take back a mattress
that has been exposed to nature, nor did we instruct the customer that they
should leave their old mattress outside.
If the customer would like to accept the $115.00 refund option please ask them
to respond to the Revdex.com as ‘satisfied’ and we will then create the necessary paperwork
and reach out to the customer to fully process the refund back to their
original method of payment.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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

Good Afternoon Revdex.com,
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the agreement that the customer is
referring to signifies that it belongs to...

the Acceptance Now Company – not Bobs
Discount Furniture.
I can confidently state that this type of agreement is commonly reviewed with
an Acceptance Now Representative and signed with an employee from that company
directly. We do not train our sales professionals or customer care agents on
the inner workings, terms, or conditions of this contract as it is a document
that our company is not authorized to manage, update, or change in any
way.
We are unable to approve a return of this merchandise or arrange for a refund
of monies that the customer has been paying to the Acceptance Now Company
directly.  We would not be able to offer
to give the customer free merchandise.
We are aware that while
the customer was in the store, the store management in an extreme effort to
make it right for this customer, offered to waive the delivery fee that was
charged as part of the [redacted] contract. 
This is not something that we offer to our customer’s.  The delivery fee savings of $199.99 plus the
gift card of $50 is far above our policy, we would not be able to offer any
additional compensation.
Kindest Regards,
Tracy N. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Ms. [redacted],I apologize for the part order delay. The release cable you need is generally a part we keep in stock however, there are times when we must place the order directly with the manufacturer. As a result of the delay, we refunded the part order (April 7, 2015) and we...

will install the part free of charge. Currently the part has an expected ship date from the manufacturer as, July 12, 2015.  I understand how frustrating it must be not being able to fully enjoy your recliner. I apologize for the delay and assure you that we will get the part to you, just as soon as it becomes available. Unfortunately, I am unable to issue a refund for the recliner you purchased in November 2011.Bob's Discount Furniture appreciates your patience and business. I will keep a copy of your order and personally update you, if there are any changes.Thanks[redacted]