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Blue Ridge Travel Reviews (3869)

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]

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 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

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]

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 delivered
on 9.21.16 and at the time of purchase, the customer purchased the option...

of
Goof Proof 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
everyday use, misuse or abuse of the merchandise. 
This claim was denied by [redacted] as the customer could not
report to them when the damages occurred or how. 
She reported that she saw some nicks on the rails. This is not damage
from a single accident.   As a courtesy
we sent our technician out to touch up the nicks that the customer
reported.  He found the bed to be in poor
condition with several damages caused in the home.  The photos he submitted to us support that
report.  The technician deemed the damage
to be unrepairable. 
Goof Proof Plus covers the merchandise for all Manufacturing
Defects and damage that is the result of a single accident.  It is not sold as a plan that covers
everything.  The flyer given to the customer
as point of sale clearly states the two sides of the coverage.  We have attached it for review.
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because:  After submitting my complaint I went home and took a look into the couch, to my surprise the couch was made with particle board and staples.  I removed the particle boards that were broken and replaced them with real wood.  The process took me no longer than an hour.  If I would have known the couch was made of particle board fastened together with staples I wouldn't have purchased it.  Furthermore, I certainly wouldn't have purchased goof proof plus insurance if I'd have known Bob's wouldn't fix the couch if it broke.  Lastly, how is broken particle board held together with staples not a mfg. defect? 
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry that the delivery was not able to be
completed on the original day.  The
estimated timeframe for delivery was between 2:45pm and 6:45pm.  The team was at the home at 2:45pm they
stayed in the neighborhood until 3:02pm. 
The team called...

several times. 
They took a photo of the home for verification, per policy.  The GPS built into their truck shows us they
stayed in the neighborhood during the period in question.   We are very sorry that they were not able to
reach your sister; this was not a failure on the part of the team.  We hope that you will reschedule the
delivery.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are sorry that this sofa has not lived up to the customer’s
expectation.
 
We have reached out to this customer as the complaint also came to us
through another channel.  We have a
technician scheduled to come to the home. 
Any offer of...

resolution will be based on the technician’s report. 
 
We offer the absolute best value at our price point, if our technician
finds the piece to have manufacturing defects we will be offering this customer
resolution.  We have already explained to
the customer that we would not be able to offer a refund, but we do have
several other options available.  We
honor our service statement, as it appears on every customer’s sales
order. 
 
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.
Kindest Regards,
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.  I have forwarded a copy of the invoice for the repair and am looking for resolution on this matter within 7 business days. I expect payment for the cost of this repair within this period of time given the extreme negligence on their part to address this matter in a timely fashion.
Sincerely,
[redacted]

Good Morning [redacted],
I am very sorry for the disappointment you are experiencing with
your bonded leather set. I assure you that Bobs Discount Furniture cares very
much to satisfy all our customers and we stand behind the quality of our
products.
Your account indicates that you have not...

spoken with Bobs Discount
Furniture directly to seek resolution for your concern and I further apologize
for any frustration you experienced while seeking protection for this concern
under the accidental protection plan you purchased. The material makeup of all
of our living room furniture is displayed (every day) on the placard we keep in
front of every set. We disclose the Guardian portion of your protection plan
being available to accommodate coverage on most in home accidents on our customer’s
sales invoice and by way of the trifold we hand to each and every customer at
this time of purchase. We also take initiative to ensure our customers who
purchase from the web have this information available for their review as well.
Bobs Discount Furniture does not false advertise and we have always worked diligently
to ensure transparency for all the products we sell. I have included the sales
line up sheet that was displayed in front of your product for verification of
this.  
I’m does trouble us that you feel you haven’t received the
appropriate response to your concern and we would certainly like to help you
move forward. As a consumer myself I do feel it important to provide an
overview of bonded leather so that in the future you understand its value
provided its price point in comparison to top grain 100% leather (we do also
offer 100% leather merchandise at a higher price point as we believe in
offering continued quality, choice, and value).
Bonded Leather offers the look of luxury at a much more affordable
price point and as its name depicts, bonded leather is real leather that is
adhered (or bonded) to a fabric backing with a strong adhesive. Over time and
with any amount of usage the heat from our bodies and friction from use causes
expansion of the molecules that join the bonded leather to the fabric backing.
Bonded Leather is manufactured the same way industry wide and peeling over time
is not isolated to the bonded leather products we sell at Bobs Discount
Furniture. If you continue to purchase/maintain bonded leather furniture in
your home regretfully peeling can occur based on the nature of this material’s
manufacturing process.  We truly appreciate you as our customer and want
to help you move forward in any way we can.
As this set has been in your possession since 2013 we request that
you send thru photos of your concern for our Service Department’s review.
You can send these pictures via the Revdex.com channel you have opened or
you are welcome to reach out to me directly with these pictures by email at [redacted] Please send thru a minimum of three photos that display your merchandise in its
current condition. One photo of the concern at a distance, one photo of the
concern(s) at close range and once photo that depicts both pieces you have
(sofa and loveseat) in their entirety.
Once your pictures have been reviewed and concern verified, we
will respond with what resolution offer we are able to provide you with.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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 delivered
on 11.12.16 and at the time of purchase, the customer purchased the option...

of
Goof Proof 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 from a single accident and 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 everyday use, misuse or abuse of
the merchandise. 
In the customer’s complaint they stated the sales person
told them if the dog has “an accident” this is absolutely how the plan
works.  It will only cover a single
accident at a time.  Telling them the dog
had accidents in several places would not be a single accident. 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning-
We are sincerely sorry we were not able to fulfill the order in a
timely manner.  At this time I am showing
all pieces have been received and the offered store credit has been applied to
the account.  We will offer as additional
compensation the delivery fee...

refunded to the original method of payment. This
will be the final offer of compensation for this account.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment Disc [redacted].  Once this is
completed and the credit card number is entered into the transactions the
refund should process back to you within 3-5 business days.
 
 
Anytime
after 10am and before 9pm Dial ###-###-####Press
the number one (3) on your keypad when you hear Bobs voice. When
the office person picks up explain that you are calling to get a refund
processed to your credit card and provide them this order number: [redacted]
 
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care 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 sincerely apologize to this customer.  We did have to cancel the first appointment
due to an icy bridge.  There was an issue
with getting this rescheduled for the customer. 
I am so sorry that this has been an ongoing issue for this customer.  I...

agree that this has been an unacceptable situation for the customer to endure.
I do see at this time this customer has spoken with a
lead and this was set up to exchange the piece completely instead of trying to
service.  I believe that the exchange
dated 3/5/16 will successfully alleviate all of this customers concern.  Please advise if there is any other question
or concern to be addressed.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Day Revdex.com,
We agree to this customer request to have
the offer of $100 refunded to original method of payment which was [redacted].  This has been processed, please see attached
2 pages, first the copy of the refund back to [redacted], second the page from the
[redacted] site showing refund processing timeframes.  Thank you for allowing us to work with you for resolution.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry for the inconvenience.  Our service guarantee does state that we
offer parts and service for the first year. 
The customer refused this option and we have gone outside of our normal
policy to offer the exchange.   If the
customer...

had chosen delivery, the customer would then have had a professional
assembly and any issues would have been our responsibility.  If the customer would like to pay for
delivery service now we can have the team come out and assemble with the new
piece. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because: I disagree with their response.  Since I purchased the furnitures in April 1, 2016 I've been experiencing problems with them.  I've been calling and calling and no one seems to care to help me.  There's a reason why I purchased insurance is because I knew that accidents can happen.  But if it didn't happened why all this back in forth.  I want my money back and I don't ever want to hear from Bob's furniture.  I want to solve this problem.  [redacted] can't solved the problem because they told me that is not accidental, and Bob's furniture is telling me that is not a manufacture defect.  so what do they want me to do loose my money no way.  I want a solution because I worked to hard for my money.  They are robbing me and I don't think that's justice.  They are not being professional cause no one wants to help me.  Please this situation is causing me to have lots of stress and I'm already a sick person I have [redacted]  I know it's no one business but I won't you people to hear my cry and help me.  I want my money back since August 2016 to now they are giving me problem.  It's not fair to rob people.  God Bless you! I disagree with their response and I want a solution.
Sincerely,
[redacted]

Good Afternoon Revdex.com-
Please extend to this customer our sincere
apologies.  They are absolutely correct
in what they have stated.  The paperwork
was created incorrectly and sadly every time she called in, no one
noticed.  Thankfully when she spoke with
[redacted] on 3/21/16...

she caught the error and corrected it.  I received confirmation from our accounting
department a few moments ago that this was corrected and the refund was
released to the customer’s credit card company. 
I would like to offer to refund this
customer an additional $100.00 as an apology for this delay.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment MC [redacted]  Once this is
completed and the credit card number is entered into the transactions the
refund(s) should process back to you within 5-7 business days.
o   
Anytime
after 10am and before 9pm Dial ###-###-####
o   
Press
the number one (1) on your keypad when you hear Bobs voice.
o   
When
the office person picks up explain that you are calling to get a refund
processed to your credit card and provide them this order number: [redacted]
o   
At
that point they will take the credit card information.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry for any confusion or miscommunication this
customer is experiencing using the protection plan for the merchandise
purchased from Bob’s.  I see that this
purchase was made in May 2012 and at that time the customer purchased the
option of [redacted]...

[redacted]. 
The protection plan 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 purchase came with a one year warranty for manufacturing
defects that year expired over three years ago. 
It does come with limited lifetime of Best Effort service.  While the merchandise is in the same location
it was delivered to we will send out technician free of charge to repair any
issues he is able, this does not include any parts.   We did send the tech to the home
7.5.16.  He was able to repair one of the
reported issues at that time.
While I understand your frustrations and acknowledge that
you sincerely feel we failed you, your sales experiences remains an alleged
account of what occurred over a year ago and any resolutions Bobs Discount
Furniture offer will be from a place of fairness and care considering all facts
of your case.
While I understand your frustrations and acknowledge that
you sincerely feel we failed you, your sales experiences remains an alleged
account of what occurred over four years ago and any resolutions Bobs Discount
Furniture offer will be from a place of fairness and care considering all facts
of your case.
Offering to cancel and refund any [redacted] Plan is far
beyond our normal policies because we understand that it doesn’t benefit our
customer in any sense.  We will offer
this customer a gift card in the amount they paid for the [redacted].  If this customer accepts this offer we will
process the request for a $200.00 gift card.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com,
As of
today – 1.30.2016- I am not certain this customers desired settlement remains
the same.
Our
records indicate that they have an even exchange scheduled to take place on
2.04.2016 and have also arranged to purchase (and pick up) an additional item
from us...

that matches their original living room set.
Our
records further depict that we have provided our customer with compensation
(multiple compensations) and I am confident that any sales communication
concern was addressed by our retail management directly.
Our
business is currently looking forward to the exchange scheduled for 2.04.2016 and
we thank our customer for working with us directly to address their complaints.
Kindest
Regards,
Stephanie
** G[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison

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Address: 1031 Second Street, Blue Ridge, Virginia, United States, 24064

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