Blue Ridge Travel

Good Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. [redacted] 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.
I have researched the two claims that the customer has made with
[redacted] (Claim # [redacted] –for keys scratching the leather & Claim #:
[redacted] –for a child falling and grasping the leather causing it to tear) and
find that these are certainly claims that should have been covered based on the
terms and conditions of the plan. It is important that our customer acknowledges
that the terms and conditions of the plan are set forth in a manner which makes
the coverage fair for all consumers alike and we support the procedure (like
any other protection program sold on electronics, automobiles, or home
appliances) that a claim should be reported initially to determine if it falls within
the coverable guidelines.
Here at Bobs Discount Furniture our customers are the most
important part of our business and in an effort to provide this customer with
satisfaction we will offer to assist the customer directly with the concern
from claim #[redacted] > tearing of leather.  In reviewing the customer’s pictures (as
submitted to [redacted]) it has been determined that this is an unrepairable
damage.
Regretfully we no longer have this particular sofa as part of our
stocked sales lineup – we can offer to provide the customer with a store credit
for the price paid on the item so that they can reselect to a different sofa
from our current line up. Please communicate to the customer that should this
option be accepted we will cover the delivery charge of the new merchandise and
expect to remove the current sofa from
the home on the same date we deliver the new selection.
-Or-
We can offer what is called a ‘concession to keep with damage’.
This comes in the form of a settlement offer to refund 20% of the purchase
price of the sofa to the original method of payment ([redacted]
Account). In accepting this offer the customer is agreeing to keep the sofa with
the tear and not expect any further/future recourse for this concern from Bobs
Discount Furniture directly.
Please have our customer review the options we have set forth and
respond with what option (1 of the 2) they feel may work best for them to move
forward with.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com,
Our records indicate that this
customer last completed a pick up of the replacement chair on 12.11.2015. At
this time (12.12.2015) I believe that the customer is still communicating that
the chair they took from us on 12.11.2015 was “the wrong chair”.
Can you...

please ask the customer
to describe specifically how/why the chair they picked up on 12.11.2015 is
incorrect? Is there a variation in the color of the replacement chair verse the
other chairs? Was the replacement chair the customer picked up on 12.11.2015
not an arm chair?
Please let our customer know that
we are very sorry for any inconvenience we have caused while trying to replace
the damaged chair and the answers to the above questions will help us ensure
that we do not fail our customer again.

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,
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the agreement that the customer is
referring to signifies that it belongs to...

the [redacted] Company – not Bobs
Discount Furniture.
I can confidently state that this type of agreement is commonly reviewed with
an [redacted] and signed with an employee from that company
directly. We do not train our sales professionals or customer care agents on
the inner workings, terms, or conditions of this contract as it is a document
that our company is not authorized to manage, update, or change in any
way.
We are unable to approve a return of this merchandise or arrange for a refund
of monies that the customer has been paying to the [redacted]
directly.  The contract is not through
Bob’s, so we would be unable to intervene. 
The delivery was successfully
made on March 18, 2016.  We have not received
any information that there is any issue with the merchandise.  The merchandise came with a one year warranty
against factory defects through Bob’s. 
Kindest Regards,
Tracy ** S[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 only acceptable because I received the refund the day after I filed the complaint.  It took almost 30 days for me to receive the refund.  I believe this was plain old SLOW AND NO!!!@!!!!Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: I hold firm to my statements in my original complaint and subsequent response. $25 does not begin to fulfill my belief that the entire set should be removed from my home and that I be fully reimbursed or that at least the mattress should be replaced by a reasonably durable and functional one. The advertising for "Mismatched" mattresses and foundations online on Bob's Discount Furniture's site is false and misleading.
Sincerely,
[redacted]

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...

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. 
This protection plan 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 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
everyday use, misuse or abuse of the merchandise. 
We sent out our technician to see if the issues were
manufacturing in nature.  If they were
then we would be covering the concerns.  Either
with parts or service or replacement. 
The bed support may be customer caused damage, from being moved around,
or it may be manufacturing.  As we can
not tell from the photos we are willing to replace the support under the
bed. 
The hole was reported by the customer in 2014.  They would not be able to submit another claim
on that damage.  [redacted] must have all
damage reported to them within thirty days of the damage occurring.
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com,
Please pass on our sincerest apologies for the inconvenience the
multiple appointments and damaged product continues to cause our 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.
Our records indicate that we delivered (7) items to this customer
on 12.30.2015 with the loveseat having only this reported concern of missing
hardware. To say that we deliberately deliver our customer’s damaged product is
slanderous and a gross exaggeration in comparison to the success level of the nearly
4,000 deliveries a day that we are routed out for. I also checked the delivery stop
records for the team associated with this customer’s stop and I was unable to
locate any occurrence of missing hardware on the eight previous stops they
completed before arriving to this customer’s residence (or even the four stops
that occurred after this customer). The report of the team’s lack of
professionalism and ownership will be addressed internally as this type of
behavior being displayed seems to have escalated the disappointment the
customer is certainly entitled to feel. We are a business and regardless of the
specific level that failed, we are all expected to take responsibility for our
customer’s concern.
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. As the retailer we have taken full responsibility for the
damages that may have occurred at the factory overseas during the building
process and we have set up a resolution that follows the business practices
that we visibly outlined to our customer during their time of purchase (see
sales invoice – Service Policy).
We are very sorry that this issue
occurred and we never anticipated letting our customer down, we currently have
a service scheduled (1.07.2016) to rectify this concern. Should the customer
require a special request (I.E. - time frame request or a specific date
request) we are open to submitting this request to our routing department so
the new appointment may have less of an impact on their current schedule.
At this time we are looking forward to completely resolving this customer’s
concern on 1.7.2016 and should the customer still be seeking an apology amount
from us they will be able to speak with our Customer Care Office prior to the
technician leaving their residence on 1.7.2016. We will review the account and
at that time and determine what, if anything, further we are able to offer.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry that the customer remains dissatisfied.   We agree that the delivery should have been
completed on the first attempt.  We do
offer compensation for our failures.  We
hope that the customer will reach out to customer care for an account review
for compensation, we base the offer of compensation on the delivery failures
only.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com-
We received this customer’s concern through another avenue.  The concern has been addressed and this
customer is...

scheduled for the new delivery for 3/9/16.
Please let us know if there are any other questions or
concerns.
Sincerely,
Tracy Sanborn
Bobs Discount Furniture
Customer Care Corporate Liaison

Good afternoon, I have since been in contact with [redacted] regarding this incidence and sent over the necessary paperwork that they requested.  Also I have been in contact with customer care at bobs over the incidence with the representative Tracy S[redacted] and the unsatisfactory customer service she provided to me and how rudely she handled the situation.  My hope is that in the future situations like this can be handled better also I will be reaching out to BOB's over their delivery practices,  because when I made my purchases at BOB's no one made me aware that at outside company would be delivering it and it wasn't one the paperwork that I signed. So I will be following up with that information so other customers do not have to go through this difficult situation.
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]

Complaint: [redacted]
I am rejecting this response because: As I stated before the cleaning companies will not guarantee that the process they would attempt would not change the color of the carpet. If the further damaged the carpet with chemicals fading the color then they would be responsible. Your manufacturer of the product still has not called me for anything. I know that when I purchased my car and their was a problem with it and I brought to the dealership they fixed it and were reimbursed through the manufacturer. It's a really a common practice to stand behind what you sell. But customer service is not something that Bobs Discount furniture takes any pride in as I sit with my damaged carpet. Wondering how this absolutely embarrassing experience will last. All I'm asking is for you to do what's right. You did not inspect the product before you delivered it. That is on you and you alone.As I stated  before this is unbelievable. Your company has the gall to email me every single day to sell me more chances to purchase their products that they are not responsible for. But they can't call or email me to settle the damage they did to my home . Month four and no ifea on their side on what to do. Great company. I wonder if Bob knows what a bang up job you guys are doing.
Sincerely,
William S[redacted]

Its clearly understandable that I made a mistake by signing the form and wasn't aware of the fact that I could still cancel my order and/or pickup once already paid because of your no return and exchange policy.You had the 4 pieces on the sale. How could you have 3 pieces, when I bought one sofa and one love seat? There was no recliner seat for its set available at that store so I was sure about the price I was asking for. Please don't say that its deeply discounted off the original price. We all know, Its that way because either it was returned due to the manufacturing defect, poor customer service which is the fact and I can see that very clearly or something else so these were not a brand new pieces so you have to lower the price to get rid off and I also made a huge payment its not $40 or $50 sale price. It is little torn from the side too while your loader was loading into the truck. I could see how they were dragging these pieces even though they were using dolly. They also used these furniture piece, to open up the internal door in the loading dock.  I realized the damage after getting this piece at home. I am very surprised with the fact that the corporate office could see what I have signed and explaining me the policy and I do accept that as well but ignoring the concrete details about the worst customer service, ignorance and that rude behavior I have faced at your store not only by the sales associate but your store manager Carlos.I do understand your policy and willing to keep the furniture as I have no choice but I strongly don't accept the poor customer service that I have received by the store manager. He simply made me feel very uncomfortable, embarrassed in front of his staff. Other side I was very calm listening to what he talked about.I was hoping to get some good resolution from the corporate office but now I am highly dissatisfied and would never ever purchase anything from Bob Discount store again.     
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are sincerely sorry for any miscommunication that occurred.  The error was corrected and the customer did receive the credit for the Goof Proof plan as the damage was reported within the first year.  We are very sorry for the confusion on our part. Sincerely,...

Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture 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 Afternoon Revdex.com,
I am truly sorry that the care I had hoped to communicate
via our first response could not be accredited by our customer.
We are clearly offering recourse for the damaged
materials so I believe our response may have been misperceived all together. I
communicate again that as a business we take responsibility for the failures
and have made exceptions in an effort to honor our customer’s demand for an
individual assessment.
The fact remains that no amount of money is going to make
the overall poor experience endured OK however as a retailer we most certainly
want to offer a token of our apology. As a retailer that believes in fair
business practices for all consumers alike we are unable to provide an apology
offer based off of any individual’s time. We clearly failed to render the
delivery experience expected therefore it is reasonable and fair to return the
associated fees for this service.
I do hope our customer can understand that this concern is
still in process and open, there has yet to be a report or pictures provided in
reference to the “damaged materials” . After this information is received we
will have further offer(s) for our customer to review in regards to a monetary
return.
Sincerely,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com,
Our policy fully discloses that the mattress only is
refundable. See my previous response (below) with the bold highlight added for
reference.
We
have made special accommodations for this customer by removing the mattress
from their home on 10.31.2015. While we apologize that the non toxic odor smell
became unbearable for our customer we are unable to make any other exceptions
to the ‘Mattress Satisfaction Policy’; as listed via our website, we are able to refund the cost of the
mattress:
[redacted]
The phone number provided is not to our Customer Care
Office, as indicated that is our retail location and I personally took care off
all paperwork needed and provided the directions so the customer’s call would
be hassle free.
Please note as the customer is communicating their desired
settlement has been reached by using an alternative avenue the customer’s
concern has been fully resolved at this time.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because: Again, there is no need for this business to reply. I am not satisfied with them. Their employees told me I was still covered. I should have been told that the seat cores were not under warranty any more.  This business wanted to pay half of $150 for replacemenrs. Again, I should not have to pay when THEIR EMPLOYEES told me I was covered. This is their mistake and they should have the decenty to make up for THEIR mistake.Again, if this business us not willing to cover the cost for what THEIR EMPLOYEES told me I was still under warranty for, I do not want to hear back from them.  What company cannot pay $150 to cover their mistake? I don't care anymore that this is not under warranty. This is about 2 of their employees telling me I was covered. If the seat cores are not replaced at no  cost, a negative  review will be left on Revdex.com.  The business has my number on file. They can call if they're willing to be decent. 
Sincerely,
[redacted]

Good Afternoon [redacted] I’m sorry to learn of the extreme disappointment you have experienced with your bed and the lack of care you have cited receiving while speaking with our Customer Care Department. I must admit I was very confused by the email you sent me as the Revdex.com has not submitted us any other responses from your claim. I was able to log into the Revdex.com site and find the ‘rejection response’ you sent today. The Revdex.com hasn’t technically submitted this response to us but I was able to do a little digging and find it. We certainly don’t want you to be without a bed, hence the reason we offered you a reselection to another bed of your choice. We would be able to do the swap for you on the same day. Yes – in returning the bed for a refund we would physically need the bed back prior to being able to refund you any associated cost paid to us for the product. As you have indicated (and please correct me if I am still confused) that you more so want to keep the bed you have then deal with returning the product we have listed a courtesy option for your review below, I will email the Revdex.com administrator and make her aware of this offer as well. Courtesy Offer for Concession to Keep the Bed AS IS: We will provide you with a refund (Corporate check that can take up to 16 days to receive) based off of 50% of the cost of the bed. In accepting this refund offer you are agreeing to keep the bed and its components AS IS- with no further warranty coverage thru Bobs Discount Furniture. According to your original sales order you were charged $799.00 for the [redacted] 50% = $399.50. If you’d like to accept this option please feel welcome to respond to Tracy (included in this email) and myself and we will get the necessary paperwork arranged for you. I must admit that this option doesn’t read as the most customer friendly however I assure you that we are trying very hard to come up with an individual resolution that may offer you some satisfaction based on the various responses you have sent. Kindest Regards, Stephanie ** G[redacted] Customer Care Corporate Liaison [redacted] This communication, including attachments, is for the exclusive use of addressee and may contain proprietary, confidential and/or privileged information.  If you are not the intended recipient, any use, copying, disclosure, dissemination or distribution is strictly prohibited.  If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this communication and destroy