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.
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]

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,
We are so sorry for the delay.  Once the depot accepts responsibility and
sends it their corporate offices, it then goes to several areas for approval,
before finally going to their accounting office to have the check cut and
mailed.  The depot has assured me...

this customer’s
check has already been mailed.  If this
is not the case, please respond through the Revdex.com so we may act upon this
concern. 
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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 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...

Complaint: [redacted]
I am rejecting this response because: I would like a manager from bobs to contact me via phone for resolution.
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. 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]

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: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]

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 [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 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...

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

I am very sorry to hear you have located pests in your product. Bob’s takes all precautionary and preventive measures available to us to avoid contamination, we do not sell products infected by pests. The bedding that you purchased was a new product that was wrapped from the manufacturer. I...

can imagine that this ordeal has not been easy on you, but the facts are that the source of bed bugs are from somewhere other than new furnishings. These pests require a human source to survive and they move around by hitch-hiking on people and their belongings. Unfortunately, bed bugs have become widespread throughout the United States over the past several years due to both a combination of global travel and the absence of effective chemical treatments to deal with them. Please be aware that the presence of bedbugs does not reflect on the cleanliness or otherwise of their environment – they can survive and thrive wherever people reside, and they are most active at night when they feed.      It does appear that the customer just moved into an attached home.  There is carpet present in the bedrooms.  This would have made it impossible to see if there were any pests present in the home before our team made the delivery.  We regret that you experienced this problem, but we are unable to respond to issues when the cause is beyond our control.     Kindest Regards, Tracy S. 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.
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

Complaint: [redacted]
I am rejecting this response because: I received a call from [redacted] regarding my complaint.   She was the person who promptly responded to my Facebook complaints and had promised to compensate me ffor all the issues that I brought forth.Now, she is repeating the same mantra that I heard from another representative: that I had been made whole.  I was not made whole.  Nothing was done to amend the situation from the beginning.  She kept repeating that they gave me an accent chair for $150.  What she and others are failing to see is that I originally asked [redacted] of the [redacted] store for the accent chair ($299 full price).  When the chair did not come with my big order, I realized that it was never added.  To correct the wrong, [redacted], store manager, created an scenario: one that I now know was just a smoke screen to cover up the ineptness of her salesperson.  [redacted] decided to tell me that the reason the chair was not added was because it was completely out of stock and the only one left was the store display.  She said that due to the "inconvenience,"  I'd receive it for $150 but that I had to pick it up myself. On the day the store told me to pick it up (the same day that they were picking up a wedge piece that the deliveryman SPIT on, an exchange was to happen.  Upon arriving to pick up the accent chair, no one could find it.  I wasted an hour in the store where another manager, [redacted], pretended that she could not find another chair in any of the Bob's.  I left the store in doubt. Call it instinct or my ability to see through lies, but I called the Orange store myself.  Armed with only a description, I spoke to [redacted] a salesperson, who assured me that not only did he have the chair in his store, but there were MANY of these same chairs ready to order.  I thanked [redacted] and immediately called the Bridgeport store.  [redacted] knew that she was caught in a lie for she had wasted more of an hour of my time.  Her only remedy was to "arrange" for me to pick up the chair in Orange, CT.   None of this had been my fault but somehow I had to now rent a van to collect a chair.   I reported all of this on another [redacted] responded to this and called.  She said because it was the fault of the store, she'd let the chair be delivered with the rest of my items.   This was not a gift from Bob's.  What happened to the other complaints? The promises?  Definitely a bait and switch and a bad customer service experience.  Nothing was resolved. Please see my original complaints for all the things that went wrong BEFORE the delivery of the accent chair. 
Sincerely,
[redacted]

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]

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 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]