Blue Ridge Travel

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]

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 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,
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-
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.
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

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...

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,
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 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-
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: 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-
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

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 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 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

Complaint: [redacted]
I am rejecting this response because:  Really? A $50 gift card does not make up for my terrible experience with this business, let alone the delivery fee I was charged for when it wasn't at the contractually agreed time(changed time 3 separate instances of a 12 hour period).  Therefore causing me to miss an entire day of work, not to mention it was my last vacation day I had to waste on a situation that I did everything in my power to avoid.  Also, I was left a voicemail stating I was sent a $50 gift card. I never accepted it as some sort of closure to this situation.  That doesn't make up for the way I was spoke to on the phone by the two individuals employeed by that business.  What type of quality assurance is that?  What a good resolution would look like is the company taking full responsibility for their lacking customer service, quality assurance and further mending a relationship that they clearly destroyed because as it stand I never want to step foot in that facility or any of BOBs Discount Furniture facilities ever again.  To think they can throw a $50 gift card at you when that is clearly a faction of my losses when factoring in everything that transpired does not make all of the above go away l.  It is completely unprofessional and further supports my complaint of their lacking customer service, quality and overall respect for customers.  I don't forget being out on hold 2 separate times.  I don't forget being encouraged to take a refund "if I don't like the delivery time".  I thought they were competing for customers?  You know, listening to the voice of the customer and helping.  To me, it doesn't seem to matter to them if I ever step foot in there again and honestly I wouldn't feel comfortable.
Sincerely,
[redacted]

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

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: I will do so. Your company is the company furnishing the account not [redacted]. 
Sincerely,
[redacted]