Blue Ridge Travel

Good Afternoon Revdex.com,
We apologize that this was not clear to this customer.  The statement that the customer is
questioning is on the back of every customer’s sales order.  This customer, every customer signed this at
the point of sale.  This statement is
clearly intended to point out to every customer that we do offer service first,
on every purchase every time.  If a
customer does not agree with a Bob’s technician report, we have a process to
make a determination.  Just as we have in
this customer’s case.  It is a simple
process, the customer sends photos we review them and offer resolution if we
deem it appropriate.  This is no
different than any other company. 
There is no statement that any other piece
is affected by this one time courtesy offer.  Nor would there be any reason to believe there
would be.   
The tech went to the home, the
mattress was not properly supported while he was there and that was what was
reported.  There was no fabrication on
the part of the tech, he reported what was in front of him.   I
choose to believe the customer’s statement that the mattress had been supported
and was just switched over to the damaged foundation.  I based my offer of reselection on trust that
this customer was telling us the truth.
This offer is on the mattresses
only.  No other piece in the home is
mentioned or affected.
Kindest 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 warranty for the merchandise purchased from
Bob’s.  I see that this purchase was made
in July 2016 and at that time the customer purchased the option of [redacted]
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] 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. 
This customer reported to [redacted] that they saw the damage,
had no idea when the damage occurred or how the damage occurred.  This report does not fulfill the
qualifications for [redacted]  It does not
show when it happened.  It does not
provide the details necessary to show that it was caused through a single
accident.  We can not force a company,
completely separate from Bob’s to accept a claim that does not meet their
policy guidelines. 
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry the customer does not agree with our response.  In the customer’s original statement they said the agent offered them other merchandise as the piece was not available.  That is in fact trying to find a solution.  We are very sorry that the entire process was frustrating to the customer.  The funds have been refunded.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com-
We are very sorry the customer is dissatisfied.  We understand that the cat’s front claws may
be declawed.  It is not common practice however
to declaw back legs.  Unfortunately, when
cats leap on and off furniture they use the back legs for leverage.  We understand the frustration the customer has
with the damage not being covered; pet nail damage is not covered.  There are complaints on line regarding the
protection plan.  There are a lot of
customers dissatisfied with the damage they have not being covered.  The thousands of customer that have their
damage covered every month do not submit complaints and so only one side of the
picture is visible on line.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because: I am not sure the rep from Bobs is reading my whole complaint. FIRST: my first was NOT delivered in the 4 hour window as promised; this is why the $99 delivery fee was refunded. SECOND; my second delivery was a flop! The delivery man came to my house with a BROKEN sofa! Then asked if I still wanted it!! I waited for them to show up for 4 hours and to come with a piece of furniture that is broken! Now having to wait again another several days for BOBS to reschedule my delivery for another day! No call backs and very rude customer service is another complaint! I demand a refund or I will hire an attorney and make a complaint to the CEO of BOBS!!!
Sincerely,
[redacted]

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 Morning Revdex.com,
Please pass on our sincerest apologies for the rude behavior our
customer cites to have been met with during delivery and pick up of her
merchandise. We find the reported experience unacceptable and thank our
customer for escalating her concerns so that we can ensure the...

obvious areas
for coaching we have are internally addressed.
As our delivery teams are expected and trained to deliver
merchandise to a home and not cause any type of property damage there is a
certain amount of trust that we all must maintain in their abilities to adequately
judge when an item is not going to fit thru an area for delivery. With that
being stated, we of course expect that the delivery team makes a proper attempt
to deliver and also educates our customer on how/why this merchandise is not
going to fit into the home. Our records reflect that during the second attempt
to deliver the sofa on 10.10.2015, this was again logged as a no fit into the
home.
As of right now we have a pick up scheduled to remove the other
items from this sales order for a refund on 10.14.2015 and have begun the
refund process (as indicated on our sales invoice) for the undelivered item and
associated fees to return to the customer in the form of a corporate
check.  We do understand the customer’s disappointment
in us and feel terrible about the lack of care she feels her concerns were met
with. For this reason we have worked above our stated policy to provide the
customer with the removal for refund option and we apologize again for any
inconvenience she feels that we have caused her.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
I spoke with this customer after this rejection response was
submitted. The customer has accepted our initial offer of removing the delivery
fee and our additional token of apology offered ($50.00 Bobs Discount Furniture
Gift Card) and re-instated their sales order. Their sales order is currently
scheduled to be delivered on 11.04.2015.
Thank You,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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

Good Evening,I have received the response in reference to complaint ID [redacted] At this time, I ask that this claim remain open to ensure that this entire issue is resolved after receiving the final piece of furniture. Audrey has been very helpful, however I want to ensure it remains that way, as prior to her I received sub-par help other persons of management. 
Sincerely,
[redacted]

Revdex.com:
OK I feel really really stupid and sincerely apologize as apparently I cannot do math - Bob's is correct and they did not "steal" anything from me.This was completely wrong on my part.
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
Morning [redacted]
I am very sorry for the disappointment you are experiencing with your sleeper
sofa. I assure you that Bobs Discount Furniture cares very much to satisfy all
our customers and we stand behind the quality of our products even after the
expiration of our one year...

guarantee period.
I do see that you reported your concern to us and we had a factory trained
technician come out to the home on 2/10/16. At that time it was explained to
you that this is normal for a sleeper unit. 
This is normal and up to manufactures standards for the decking to sit a
minor amount lower then the other pieces. 
That is the way it is manufactured. 
We do understand that you do not feel you were properly informed during
the purchase so we would like to offer the following resolutions:
I do see that we have already set up an exchange for
you, if you want to proceed with this exchange you can simply call into
customer care at ###-###-#### Mon – Sat 6:30am to 8:00pm.  Any agent will be able to schedule this
exchange for you.
I would like to take this opportunity to offer you
something else, however.  Because this is
part of a set and you have reported no issues with the rest of the set we could
offer you a discount on the sleeper to keep it in the home as it is.  We could offer you a refund back to your
Wells Fargo account of 20% of the purchase price of the sleeper, which was
$749.  This would be a credit of
$149.80.  This would not affect the
warranty on the sleeper you would still have 5 years of accidental and
manufacturing warranty in tact. 
Please review your options and let us know which of
these options would best work for you at this time.
Kind
Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry that the customer is having difficulties
using the [redacted]  I was
able to review the claims that the customer has submitted.  The claim that was placed 12.15.16 did not
qualify as it was not an accident.  The
coverage is...

for damage caused through a single accident.  Placing a decorative piece, on the table that
caused damage to the finish, is not an accident.  This does not imply the customer meant to
damage the table.  An accident is an
incident that can not be prevented from occurring.  (Example- someone becoming sick, someone
falling into a piece, etc.)   Placing a “decorative
piece” on the table without taking necessary precautions to protect the finish
is not an accident.   Offering this
customer a service would only waste this customer’s time as table tops can not
be repaired even by our excellent technicians. 
We are not able to offer any resolution to this customer.
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.
Brie contacted me to confirm the amount of the refund and the pickup date was confirmed for Saturday, October 22nd between 2:00pm and 6:00pm.
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.  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 Afternoon Revdex.com-
We are very sorry for the inconveniences and frustration we
have caused this customer.  I do see that
all merchandise except for the one backordered dresser, were delivered on
September 1st.  The nightstand
was delivered damaged and needed to be...

exchanged.  The customer also requested a reselection on
the chaise.  We picked that up on the day
we exchanged the nightstand.  The next
delivery was the new piece, an end table the customer chose to replace the
chaise. 
We can absolutely understand the frustration of the damaged
dresser having to be exchanged again.  We
are waiting for stock from the manufacturer. 
The customer does have one in the home that can be used until we receive
the replenishment stock.  It was reported
that the one in the home has damaged corners the customer should absolutely use
this as their own.
 
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. I see that this customer has already spoken with my colleague and it appears the customer worked with Jenn 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 Ms. [redacted],Thank you for choosing Bob's Discount Furniture. I researched our system and found a purchase under the last name, [redacted].  I apologize that we did not complete delivery as expected. I'm sure this must have been a disappointment and inconvenience....

According to our records, delivery was originally scheduled for May 30, 2015; the delivery team was running behind schedule and you agreed reschedule for the following day. The following day you called to confirm the expected timeframe for delivery however, since we had added you to the delivery schedule, the timeframe was not available.  By 2:45pm that day,  we were informed by the delivery team that their truck had broken down, thus further delaying the completion of their deliveries. Understandably you decided to cancel the delivery and order.Please allow me to assure you that your experience is not reflective of our delivery service and I sincerely apologize for the inconvenience we have caused you. If given another opportunity to gain your business, I will make myself available to you and follow through with the delivery to completion. If you reinstate your order, I will apply a gift card to your account, as a token of our appreciation. Otherwise the refund for the canceled order was released  to your credit card ending in [redacted] on June 5, 2015.Bob's Discount Furniture appreciates your business.Thanks,[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 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