Blue Ridge Travel

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]

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-
 
Bob’s offers the absolute best value available at
our price point.  We also offer the
customer our service guarantee.  If a
customer reports any issues that may be manufacturing in nature during the
warranty period, we will send one of our factory...

trained technicians free of
charge.  The technician will report to us
the nature of the issue.  If it is an
issue that the tech can correct on the spot, they will.  If the issue is manufacturing in nature and
requires parts, we will order the parts and have a tech install those
parts.  If the issue is manufacturing in
nature and parts and service will not correct the issue, we will then offer
replacement.  This statement is reviewed
at time of purchase; it is on every customer’s sales order, signed by the
customer at time of purchase.  It is one
of the best warranties in the furniture business and Bob’s stands behind this
100%. 
 
We
are sincerely sorry that this customer is not completely satisfied with the mattress
purchased in 2015.  We sent our
technician to the home on January 13, 2017. 
The technician measured the dent in the mattress and it was not
determined to be defective.  Mattress
industry standards do require that the mattress have an indent that is greater
then 1.5” to be deemed defective.  This
is a standard that most mattress manufacturers and retailors use.  The mattress in the home was found to have an
indent of ½”.  This is not defective by
industry standards.    
 
We
are very sorry that the customer is not happy with the mattress.  It does have an extended warranty for manufacturing
defects.  We would not be able to offer
resolution for comfort due to how long the mattress has been in the home. 
 
 
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

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 Diana 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...

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]

Good Afternoon Revdex.com-
Due to the immediate nature of this complaint, we have
reached out to the customer directly to discuss our offer of resolution.  The customer has accepted our offer and may
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

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]

Good Afternoon Revdex.com-
We had become aware of this issue through another channel.  We reached out to the customer 10.11.16 with
our offer of resolution, which the customer accepted.  We thank the Revdex.com for 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. I look forward to receiving the exchange on 08/06/2016 and a compensation following a satisfactory delivery. 
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are sincerely sorry for this concern.   We were able to have another technician to the home; we have reached out to the customer to discuss a possible resolution. Sincerely, Tracy Sa[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com- We are very sorry.  The details of this complaint do not match the account information.  The customer received delivery on January 19, 2017.  The customer is well within warranty.  As this merchandise and all Bob’s retail merchandise comes with a one year...

manufacturing warranty against defects.  If this customer had reached out to us we would have follow our service guarantee.  We would have either sent a technician to the home to access the damage or we would have asked the customer to send us pictures of the damage.  IF the damage was deemed manufacturing in nature, as seam separations normally are, we would have offered one of several resolutions.  We would not have offered a refund.  That is not something that falls within our policy guidelines.  We would have offered one of the options that are available.  In an effort to assist this customer, we have reached out to our department that works with our Service department to request the customer send pictures of the damage.  They will be emailing him directly asking for the photos.  They will then reach out to discuss the damage that is visible and any resolution that is available.  We are not able to offer a refund. 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 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

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

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]

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...

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

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:
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 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