Blue Ridge Travel

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...

Good Morning [redacted],
I am so sorry that we were unable to deliver you the product we
promised you in a timely manner .I feel extremely embarrassed after reading
about your experience with us andI
don’t blame you for being very upset and ultimately canceling your order; on
behalf of...

Bobs Discount Furniture I extend my sincerest apologies.  I know and acknowledge how unpleasant this
entire ordeal has been for you and while I know this is your Bobs experience I assure
you that we would not be continuing to grow if all our customers were met with
so much disappointment during such an important purchase.  I truly wish I could go back and undo what has
transpired to cause us to loose you as a customer.
Your
comments regarding the service you received from our social media –customer care
and at our store are very important to us. We want customers to love shopping
with Bobs, so your report of a disturbing experience with our associates is a
serious concern for us. It is inexcusable for anyone to make you feel as if you
are being ignored. I know it is upsetting when someone who should be serving
you is disrespectful and we do hope you can accept our deepest apologies. You
deserve only the best service, especially when you visit Bobs. We have begun
addressing the obvious coaching concerns you have brought to our attention
within our staff and will take appropriate action.
Your
account indicates that your full refund was released from our systems (to both
the credit cards used) as of 8.24.2015. When there are several different credit
cards involved in a refund transaction we provide a timeline of 3-5 business
days from our processing for this electronic refund to show to your cards. We
have released the funds fully from our system and the only wait time left is
related to your credit card companies processing of the return directly.
Kindest Regards,
[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]

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 Morning Revdex.com-
We are sorry that this customer’s
purchase has not lived up to her expectations. 
The customer called into us that there was an issue with scratches on
the bed and was directed to [redacted], because she could not tell them how and
when the scratches occurred, the...

claim was denied, as it was not an
accident. 
I do not see any mention on the customer’s
account that there is an issue with assembly. 
If the bed feels loose or wobbly or creaks it may be that it needs to be
tightened.  We can certainly send a tech
out to tighten or adjust the bed.
We would not be able to offer a
reselection without a technician report. 
If the tech finds the pieces are defective, we certainly can offer a
reselection at that time.  As this
customer purchased through [redacted] and not Bob’s it would have to go through
[redacted].  This customer should call
into customer care to set up a service appointment at their earliest convenience. 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because:
The blame that bobs made is that the bed bugs was a passenger on my travel a quote from bobs " Please know that while bed bugs do not come from factory fresh home furnishings they are also not the result of an uncleanly home. Bed bugs are just sneaky stow-a-ways, and are excellent at finding ways to travel right into your own home. They travel most often in places like hotels, motels, shelters, apartment complexes, dorm rooms, recreational areas, and even movie theaters. Recent personal travel or any interaction with a relative or friend who has recently traveled is another popular way bed bugs like to get around as hotels, airports, rental cars, and most other forms of traveling are extremely susceptible to bed bug tourism since there is a continued wave of movement between large groups of people. The second you put your bag down, they can jump into it and you would never know it until after you’ve gone home."  what bobs failed to understand is that I purchased two mattress for two different room. like I have said before, I had a water bed prior to  purchasing the mattress.why would  you delivered a mattress  into my house with a plastic protector. why would you remove the plastic protector outside  and then bring it into the house. 1st, the bed bugs was under your mattress protector. 2nd, the other mattress that was brought into my house for the other room had a plastic protector on it. 3rd, the only room that had the bed bug was in the room that mattress was brought in was the one without the plastic protector.  4th, the only travel I have in 20 years is on  military base so therefore are you accusing the bed bugs was a stow-a-ways from the United States military base.  how do your company Bobs don't take responsibility for the bed bugs that came from your warehouse. your company have a bed bugs complaint department and your company got sued for delivering a furniture contain bedbugs into someones home. all I want your company to replaced the mattress and refund the cost of the fumigation, total cost is $3000. 
Sincerely,
[redacted]

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 one of my colleagues and it appears the customer’s concerns have been addressed.   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...

On complaint number [redacted] with my bobs they are scheduled to deliver my table on the 24th. I am very happy and excited about the results I got. I thank you and my bobs for everything. I will continue to do business with my bobs. sincerely Iris George

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:Bob's states that they have satisfactorily resolved my issue, which is not entirely true. They waived my delivery fee and took a reduction on an issue I had with the delivered product. They denied my request to be reimbursed for the my lost wages for the day I took off on 2/28/18 for furniture that never showed up, which caused me to lose $385 in pay. They first offered me a $75 gift card which was outlandish in my opinion. When I demanded the $385 in lost wages, David at Bob's stated that they do not cover that, so because I had to take 2/28/18 and 3/5/18 (day of actual delivery), my Bob's experience has cost me $770 out of pocket. Although the matter may be "resolved", it is anything but "satisfactorily".
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry; this damage will not be covered by
[redacted].  I do see that you received a
call back from an email you submitted. 
That agent sent the request over to the team that reviews [redacted]
denials.  It has been reviewed to ensure
the denial does meet with policy guidelines. 
The terms and conditions that were sent to the email
address [redacted] after
purchase do state that “Damage
caused during, or as result of delivery, handling, set-up, or assembly,
furniture items in transit or storage is not covered”.  The
report to [redacted] both states that the merchandise was in transit and that the
attempt to bring it up the stairs had to be made twice due to it not
fitting. 
The flyer
should have been in the trifold with the customer sales order from time of
purchase.  [redacted] has a strong track
record with their approval process. 
Claims submitted per policy are approved.  As this customer’s pet damage claim was. 
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because:  The the name on the account should most certainly be my own [redacted] The address on file was [redacted]One of the phone numbers on file would have been [redacted] at the time of delivery
Sincerely,
[redacted]

Good Afternoon Revdex.com,
Please pass on our deepest apologies for the unintended
inconvenience and frustration the long wait on the product purchased has caused
our customer.
I have attempted to reach this customer by phone today and I was
only able to leave a voicemail with my direct...

phone number for contact back.
Please ask the customer to contact me directly to discuss this concern further
(###-###-####).
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. 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.
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. 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.
We will honor the offer that agents have previously made for a
refund of the delivery fee ($99.99) as a final form of our apology. In addition we will offer the customer a Bob’s
Discount Furniture gift card in the amount of $100 for the stress and aggravation
that we caused this customer. 
If this customer accepts this final offer of compensation they
need only to reply to the Revdex.com mediation service that it is accepted and I will
create the paperwork and email it to the customer.   This is the only offer of compensation that
we will be willing to make.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Afternoon Revdex.com- We are very sorry for the many issues the customer has encountered.  We can completely understand the customer’s frustration.  We do offer compensation, which is a token of apology, as a Bob’s store credit.  We believe however that the many concerns the customer...

has had warrant a larger amount than what was previously offered.  Therefore, we offer the customer the amount of the delivery fee as a Bob’s store credit to apply to a future purchase.  If the customer would like to accept this offer, please do so through the Revdex.com and we will create the credit and apply it to the customer’s account for a future purchase. Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response for many different reasons but let me first start by saying that I am a Retired [redacted] in the [redacted], and in your response back to our claim you basically called me a LIAR as you stated it is not common practice of your Technician to state such a claim. When indeed your technician undeniably stated to my face that we should expect a replacement (he even went as far to say that this model was likely discontinued as it has had so many claims on it and if I get an option you should opt for a new model all together as it is made in inferior material and even pointed out the reason why the back broke was because it was made with weak particle board).  Why would I make this stuff up! I do not appreciate the implication of my integrity....  Again I stress the fact of what I stated in my last response the technician spent time in my house fixing another couch so I would have no reason to doubt the technicians own integrity by saying again TO MY FACE that the couch was a bad product and he is not surprised to see it broken.  Besides the fact of what I stated above I reject this response as if you take the time to look at the pictures you claim would validate your reason for not replacing our broken recliner you do not have ONE picture of our broken recliner.  Every picture you show has to do with other parts of the couch that yes indeed have cat claw marks which again HAVE NOTHING TO DO WITH OUR CLAIM.  Our claim and initial call was placed with your department for a broken recliner.  I myself pointed out to your technician that the markings on the couch have nothing to do with our claim and we do not wish to file a claim for something our cat has done.  Your response today is the same outrageous direction your rep was giving to me when I called last week.  You continue to direct the area of concern away from what the true issue is.  Your company has done a very good job circling around the true reason why we filed the claim to begin with.  Why would your technician spend so much time taking pictures of our couch even taking a pictures a dirty cup holder then the broken/defected piece of furniture.  Does that not show you that this company does not want to take any responsibility but spend more time focusing on other areas.  Yes we have a cat and yes I am sorry I have a dirty cup holder forgive me for not cleaning the couch before you came to our house.  Did not realize that our couch had to be spotless and clean.  But the TRUE issue of concern and the focus should stay and remain on the fact that our recliners chair back is broken (again not one picture of that recliner WHY??).  My 8 pound cat that you wish to continue to focus on did not snap the back of a recliner.  Your technician and company could have resolved this concern the day you showed up at my house by fixing this seat which is all I asked.  I never once asked for it to be replaced until your technician insisted this was the only option as it could not be fixed due to inferior material.  Take ownership of your technician and of your products and do right by your customers whose expectations were set by the salespeople that Goof Proof is a "good investment for peace of mind".Sincerely,
[redacted]

Hello. This is an update in regard to complaint #[redacted] for Bobs Discount Furniture. An attempt to deliver the correct piece of my sofa was made this morning, 9/13/16. This having been a week since it was originally supposed to be delivered. The attempt to deliver the correct piece has failed, as...

the delivery team brought on the truck the same exact piece I already have in my house. The delivery driver advised me the wrong piece was loaded onto the truck. In the delivery drivers words, "you need a Left Arm Facing piece, this is a Right Arm facing piece on the truck."  The wrong piece was taken back and now I must wait again for resolution.  The driver took pictures of what I have in the house and advised customer care what I need. This is the same steps the drivers last week took that obviously did not work. I will now be speaking with the store manager again.   Thank you, [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

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]

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.  Stephanie thank you for taking the initiative in this case and trying to correct the situation to the best of your availability.  I will be going to the store in the next few days to pick out a replacement furniture set and look forward to doing so.  Thanks again.  
Sincerely,
[redacted]