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. The last response was said that they received miss information I was on the phone for over an hour with this complaint the only way it was straightened out was by the store manager and the sales person I had at the store not thru the customer service. I do have new furniture and I will end this complaint at that. But it was the worse service I have ever seen not to mention I still have a complaint in for damaged moldings that has not been resolved. So the complaint I had about the furniture has been fixed thanks to the store in which I bought it. 
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.
Sincerely,
[redacted]

Good Morning Revdex.com,
Please consider that this customer entered into a financing
agreement with [redacted] directly and Bobs Discount Furniture provided
documentations and expressed this in writing at the time of sale. Any amount of
interest or financing charges is not under the discretion...

of Bobs Discount
Furniture to charge or remove. The customer did have possession of this
merchandise for a certain amount of time and [redacted] may consider this a
necessary reason to charge interest on the items. The customer would need to
speak to the financing company directly for further information on credit
reporting and interest charges as Bobs Discount Furniture is the retailer, not
the financing company.
Also expressed to the customer at this time of sale were our
guidelines for refunds and cancelations. The sales invoice clearly indicated to
the customer that as a business we do not permit any return for cancelation of
merchandise once the merchandise has been accepted into the customer’s
possession.
I was able to learn that this customer has submitted a
dispute to [redacted], this dispute has been closed by [redacted].  The findings of this dispute will be sent
directly to this customer if they haven’t already been received. 
We apologize to this customer, but we are not able to intervene
in a contract between the customer and the financing company. 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because: I was told by the store sales person and manager that I would get the delivery in three weeks and I would like the store to deliver on its promise to me as a customer. I have also saved the voice mail on my phone which guaranteed delivery in three weeks.
Sincerely,
[redacted]

Good Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. Guardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount...

of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no reason not to boast
about the extreme value the protection plan carries.
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusions. This
flyer as well as the customer’s sales invoice (which is signed by the
purchaser) also discloses that Bobs Discount Furniture offers coverage for factory
defects only and any occurrence of accidental damage must be reported thru the
Guardian company.
This claim was denied for several reasons
stated within the Terms and Conditions of the protection plan and every
consumer must adhere to the terms and condition in order to keep the plan fair
for all consumers alike. We do stand behind the reasoning for the claim being
denied and have included a copy of the terms and conditions page (as well as
the information –below) for your review.
The customer told Guardian that there was “scent
oil” spilled on the table – as indicated on the contract (and the sales flyer
we provided), scent oil is not listed as a coverable item to begin with.
Page
1- Right side facing:
PRODUCT
SPECIFIC COVERAGE:
3. WOOD AND HARD SURFACE:
a) Standard – Stains caused by any food or
beverage normally consumed by
humans; mold and mildew stains caused by food or
beverage spills; Breakage
of wood frame or structure or other hard surface
from single incident;
gouge, heat mark or liquid ring from single
incident; accidental breakage of
glass or mirror components (with the exception of
crowned or curved glass).
b) Wood Plus 1 – Checking, cracking,
bubbling, or peeling of finish from a
single incident.
c) Wood Plus 2 – Any chip or scratch of
glass or mirrors and loss of silvering on mirrors (with the exception of
crowned or curved glass).
Page
2 –Right side facing:
STEPS
TO MAKE A CLAIM:
2) Report all covered claims to Guardian at
[redacted] within 30 days
of the accidental staining or damage occurrence and Guardian
Customer Service Representatives will be ready to guide you through the service
process.
Regretfully Bobs Discount
Furniture has no control over the choices or resolutions offered by the
Guardian company directly and the portion of the plan they manage. We apologize
that we have no direct recourse to offer this customer relating to this
specific concern.  
Should the customer feel they need
to pursue the denial result further they may do so with Guardian directly. I
have included the address for Guardian’s Revdex.com claims below for the customer’s
reference:
[redacted]
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care
Liaison

Good Afternoon Revdex.com- We are sincerely sorry that this customer remains frustrated.  That is certainly not the experience we would want for any of our customers.  We are sorry that is the feeling they are left with.  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 so dissatisfied.  They have been given two store credits at
this point.  We understand that the customer
feels they should be able to choose their timeframe.  This is something that logistically we are
just not able to offer. 
 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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

Good Afternoon Revdex.com- The check is being sent directly to the store.  The store will reach out to the customer to pick up once they have possession.   We do not know why both checks were returned to us, but we will ensure that the customer receives the refund this week.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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

Complaint: [redacted]
I am rejecting this response because: If this is actually factual your company should not have an issue providing the alledged 3 contracts. Futhermore [redacted] is not the creditor reporting the account your company is. Please be advised that I am prepared to file a lawsuit with an intent to sue as I stated I have no recollection of this account. If you maintain this as a legal or legitimate response I will subpeoana your records and request your provide them during a court proceeding. Kindest Regards
Sincerely,
[redacted]

Good Afternoon Revdex.com, We are very sorry that the mattresses did not work out for this customer.  The pickup was completed on 4.24.17.  The next day on the rotation for accounting to print the check is 4.26.17.  This check has been printed and will be mailed out via USPS on 4.27.17...

from our Connecticut offices.  This check will be sent to the address that we picked the mattress up from, which is not the address on this complaint.  Kindest Regards, Tracy [redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

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

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-
We are very sorry for the delay in the refund.  The internal error was identified and the new
credit was released on 3.27.17 at 8pm to the [redacted] account. 
 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
Please pass on our sincerest apologies for the
inconvenience this continues to cause the customer. We can certainly understand
the customer’s frustration and acknowledge the reasons why the customer feels
they are owed something additional after their concerns have been...

resolved.
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.
We currently have a delivery scheduled for the furniture on 5.21.16.  We do see that the manager has already gone
outside of normal policy and has refunded the customer’s delivery fee back to
the customer’s method of payment. 
Bob’s does not manufacture furniture.  We are a retailer only; as such we are at the
mercy of our vendors.  We are told when
we will receive shipments and we plan our deliveries accordingly.  If the vendor is late in shipping, or the
shipment is caught in customs we are not able to fulfill our obligations to our
customers.   We are very sorry that this
customer is dealing with this issue.  We
will authorize a gift card to be processed for 10% of the price of the Ritz
loveseat and chaise as an apology.  This
will be final compensation and can be processed once the delivery has been
completed on 5.21.16.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care 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-
We are very sorry there are no pictures attached.  We would also very much like to see the police
report.  We hope that the customer attaches
that to this complaint. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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-
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