Blue Ridge Travel

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 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 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...

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,
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 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-
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: 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 Morning Revdex.com,
I am very
sorry that our customer feels so failed by us and understand their reasoning
for seeking compensation outside of their concern being made right.
Our records
indicate that we arrived to the home within the time frame we gave our customer
(our records show...

12:14pm) and regretfully we are unable to force a delivery
team to wait at a home for someone to be available after we have arrived as
scheduled. Our records further indicate that we did return to the home on
1.16.2016 and were told by the delivery team that there was still no one
available at the residence.
At this
time the customer’s merchandise ( fire place, occasional tables) shows
delivered as of 1.22.2016 and we have a service call scheduled out to repair a
concern of looseness in one of the tables on 1.30.2016.
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. At this time we are looking forward to completely resolving
this customer’s concern on 1.30.2016 and should the customer still be seeking a
further apology amount from us they will be able to speak with our Customer
Care Office prior to the technician leaving their residence on 1.30.2016. We
will review the account at that time and determine what apology -compensation
offer we are able to make.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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 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

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 Morning Janeen,
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 sleeper sofa and the
sleeper mattress 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. This type of pest strongly prefers a human source to survive and
thrive from. They move around by hitch-hiking on people and their belongings,
our records reflect that this merchandise was delivered to: [redacted]. Based on all public education available via the internet
alone it is more likely to consider that the original address you were located
at or the new address you have listed on your Revdex.com posting is experiencing an
infestation in one or more of its units. Apartment buildings or multi family
dwellings are highly vulnerable because bed bugs can travel room to room in the pipes and
wire holes. The second you put your bag down, they can jump into it and you
would never know it until after you’ve gone home. If you have in fact moved the
merchandise from the original delivery address the infestation in the sofa
could even have occurred during the move.
While I understand what you have posted regarding the
exterminator’s findings the place and centrally located home the bed bugs have
chosen to congregate in does not in any manner corroborate stating that we (as
a furniture retailer) delivered you product with an infestation. As indicated
above - Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
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.     
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.  
In reference to the concern of
poor behavior from our Customer Care Office, I was able to locate one agent’s
recording within your account on 12.29.2015. I will certainly be reviewing the
phone call with our Quality Assurance Group to determine if there is a coaching
concern present. If you are referring to a different date when poor service was
received please feel welcome to provide further details regarding the date/time/agent
that you spoke with so I can investigate this further. We do not take any
assertion of rude behavior lightly and try to remain as empathetic as possible
even when we are unable to offer recourse.
Kindest Regards,
Stephanie G.
Bobs Discount Furniture
Customer Care Corporate
Liaison

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

Good Afternoon Revdex.com- Due to the intricate 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 will reply to the Revdex.com mediation service with their decision.  We thank the Revdex.com for bringing this to...

our attention.   We are very sorry for the extremely poor service the customer received.  We have ensured the customer will only  be charged for the two pieces she has decided to keep.  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

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with us.
As the team is unable to safely remove the set from the
home, without damaging the customer’s home we would be willing to offer...

the
customer a concession to keep the pieces as a refund to [redacted].  We will offer the customer a 30% refund.  This offer would void all warranties on the
pieces so in addition to the 30% of the merchandise cost we would be willing to
cancel and refund the Goof Proof plan for an additional $99 refund.  The pieces would stay in the home with no
further warranty.
If the customer would like to accept this offer they
can call into customer care and have the exchange canceled and the concession
for 30% of the cost of the merchandise cost created. 
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Dear Revdex.com,
We are very sorry if there has been any miscommunication.  Our records indicate that the customer was
offered several options on 7.23.16 and called back with their decision on
7.27.16.  At that time a concession to
keep the piece as is no warranty was created. 
As all of our call center calls are recorded, I have reached out to the company
we use to have the call pulled for review. 
If after reviewing the call we find that the information in the account
is not accurate we will be reaching out to the customer to offer recourse. 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
Due to the nature of this complaint, we have reached out to
the customer directly with the ECard number that was created for them.  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- We are very sorry; we have released all refunds to the customer’s [redacted].  The last response was sent the day after pickup, so it hadn’t been released.  All refunds have now been released to the customer.  Sincerely,Tracy S[redacted]Corporate LiaisonBob’s Discount FurnitureTell us why here...