Blue Ridge Travel

Good
Afternoon Revdex.com
We've reviewed current
research and have consulted with professional, and knowledgeable, entomologists
who have cleared up a lot of misconceptions about these insects.
 
People often correlate bed
bugs with furniture yet we are aware of no research that would even suggest
that bed bugs originate from new furniture.  According to the Centers for
Disease Control ("CDC"): "Bed bugs are usually transported from
place to place as people travel." As a result, bed bugs are
commonly found in areas such as college dormitories, nursing homes, movie
theatres, hotels, multi-dwelling housing and they can even go undetected in a
home for months hiding in/under carpets, curtains and wallpaper. The CDC’s
government website will provide you with additional information regarding bed
bugs.
http://www.cdc.gov/nceh/ehs/topics/bedbugs.htm
 
While we can appreciate [redacted] concerns, please rest assured that Bob’s
Discount Furniture takes great pride in our reputation and record for
delivering quality products to our satisfied and loyal customers.  Any
claim that the source of bed bugs was a wrapped new furniture product,
delivered more than a year ago, is plainly without merit.”

Good Morning
Revdex.com,
I am so
sorry to learn of our customer’s poor experience with this purchase. I can only
imagine how frustrating this has been for our customer and completely
understand their position at this point.
As a
retail chain, and not a manufacturer, we have little control...

over the
availability of some product. As this was a shipment our inventory system
clearly expected in sooner we scheduled based on the date the manufacturer had promised
us.  When we were informed the pieces
were going to be delayed we reached out to inform the customer.  Often these shipments will be stuck in
customs or delayed due to shipping issues.
Again I
do hope the customer can accept our most sincere apologies for what has
occurred; it was never our intention to communicate any delay in shipment or
disappoint our customer.    The refund
paperwork has been processed and released to Am Ex.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Liaison
Bob’s
Discount Furniture

Good Afternoon Revdex.com,
Please refer to our initial response
as the gift card offer we have made is the most fair and adequate offer we are
able to make within this scenario.
 
We do not mislead our customers.

Complaint: [redacted]
I am rejecting this response because:
II did reach out to Bob's and they on turn referred me to [redacted] who then referred me to [redacted]. The bed broke point blank from no fault of mine. I tried resolving the issue and still nothing was done even before I stopped making payments which is sad. I refuse to pay for damaged goods that's why I reached out to the Revdex.com.
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry that this purchase did not live up to the
customer’s expectation or ours.  We did
set up the reselection credit for the customer to replace the set.  I have reviewed the reselection credit and
find that it has been set up correctly. ...


The Goof Proof Plan allows for a one time replacement on the
pieces.  That fulfills the contract.  The manufacturer covers the pieces until the
one year anniversary of delivery, the GPP then covers the pieces from year two
to year five.  It does allow for
unlimited parts and service but only allows for replacement one time.  The customer then can choose to purchase a
new plan for the new pieces or can have the pieces delivered with the one year
manufacturer’s warranty. 
We have noted in the credit that we will not be charging a
new delivery fee. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are very sorry that the customer is unhappy with the
purchase. 
If the team did refuse to assemble any part of the delivery
the customer should have reported that immediately.  The lamp with the cost of $99 was not
selected by the customer to be covered for accidental damages.  The lamp being tipped over by a child riding
a hover board is not a manufacturing defect. 
The lamp is not covered for this type of damage. 
The chair has been replaced. 
We will not be offering any further recourse.  We do not offer refunds on delivered
merchandise.  This was reviewed and
signed by the customer at the time of purchase. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
The customer chose to pickup on a day it was raining.  That was not the fault of the warehouse
personnel.  The customer could have
simply called in and stated due to the weather, they wanted to pickup
later.  We are sorry the experience was
such a poor one for this customer.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Dear Revdex.com,
We are very sorry for the damage that was done.  There has not been the breakdown in
communication that the customer has reported. 
I reached out to the liaison working with the insurance company on this
claim.  They were able to provide me
emails and dates...

of calls placed back and forth between the insurance carrier
and the manufacturer.  We understand that
this customer has been living with a stained carpet and we are sorry for that
inconvenience.  The delay seems to have
been caused by the customer’s request to have the entire carpet replaced, not
cleaned.  The normal progression of
stained carpet would be to have it cleaned and if that failed, to replace.  The customer is not party to the behind the
scenes work being done, so I can understand why they feel the claim is being
neglected.  I can assure this customer it
is not being neglected.  It is a large
claim so the insurance carrier is doing their due diligence. 
 
Kindest Regards,
                                        ...⇄ /> Tracy Sanborn
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Mr. [redacted],Your refund check was processed on June 5, 2015 and I expect that you will receive it within 10-14 days. Although there is animal damage, if a seam separation was present, I would have gladly arranged for a technician to repair it on a best effort basis.I apologize that you remain dissatisfied.

Complaint: [redacted]
I am rejecting this response because: unfortunately it took me contacting the Revdex.com for my refund and gift card to come, I was not even issued the gift card amount I was promised, I will also unapologetically lose three full days of work due to he fault of bobs as well as losing tons of time and energy spent on the phone dealing with staff each giving differnt answers and explanations. Therefore I at least want a full refund for the box spring and if possible compenstated for lost work hours due to sitting at home waiting on deliveries I had confirmed and been promised would arrive three separate times. I would like the refund to be on the card and not in gift card form as I will never work with bobs again. Please reference recorded phone calls to hear many times again being told different gift card amounts and wrong deliveries and confirmations that were never deliverered. I refuse to except only an apology, will dispute charge with bank if apology is all that I get from this.
Sincerely,
[redacted]

the finance department is telling me I need to address my concerns with Bob's and Bob's is telling me to address it with the finance 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have already submitted photos (two different times) to Bob's as previously requested by the customer service rep. Upon review of the first set of photos I sent I was told that we would receive one cover free and half off the other needed covers. (this was AFTER we were told that we would receive all new covers free of charge by the rep that was sent to my home to view the damage. My anger is not towards [redacted], as I am aware of their terms and conditions). If this type of problem is NOT covered by Bob's they should not have told us multiple times that we would receive new covers/discounts in the first place. This is very poor customer service and I wish I would have listened to those that advised us to shop elsewhere. I will never recommend Bob's discount furniture to anyone in the future. The problems we are having with this furniture is not caused by dog nails as I have told the reps of Bob's. The smallest thing, such as a button on your pants or even your watch/ring, snags the fabric and the entire cushion cover unravels. If we would have been told in the first place that they could not do anything for us I would not have this issue. My issue exists because we expected to receive replacements in the mail as the rep in our home told us.  After not receiving the replacements or a phone call explaining that the rep was mistaken I called customer service and we were told we would receive one free and half off the others, by I believe Jamie. The following day I received a call (the caller had no idea I had spoken with Jamie the previous day until she looked into my records) stating that I would receive NOTHING. Bob's needs to get their act together and stop making empty promises to there customers. 
Sincerely,
[redacted]

Good Afternoon Revdex.com,
We apologize to our customer that they remain disappointed in their selection
of product, Bobs Discount Furniture truly wishes to earn our customers satisfaction
with any opportunity we are provided. Our records indicate that we have taken
the appropriate actions to...

aide our customer in resolving the previous concerns
and provide options for resolution to help our customer move forward.
The previous product, containing a defect –confirmed by our technician-, was
provided the appropriate attention and replaced under the guidelines we express
at the time of sale. Our service policy is also commonly signed as agreed to by
the customer prior to leaving our retail location. As per our
listed (and agreed to by the customer at the time of sale) policies we will
offer recourse under the associated warranty should a defect be present.
During the service appointment on
3.31.2015 the service technician logged no manufacturing defect present
in the current merchandise (loveseat) the customer has in their home.
We worked above and beyond our listed policies, prior to this claim being
filed, offering to take a direct hit as a business just to appease our
customer’s allegation that their piece was experiencing a concern as a result
of work our tech did on the piece or what they personally believed was a
defect.
Our records indicate that as of 3.31.2015
this consumer fully accepted the courtesy resolution offer and ultimately selected
a different style loveseat based off their own preferences. We are more than willing
to deliver a factory fresh model of the original loveseat and are in no way
forcing this consumer to take a loveseat of a different make or model.
We further apologize and absolutely take
full responsibility for the failure that our customer experienced as of the most
recent delivery. Our records indicate that the new model loveseat arrived to
our customer with cosmetic and structural concerns and for this we are truly
very sorry. As we do take ownership for our failures and seek to make them
right by our customers, we have provided several options for resolution to this
customer directly. Our first option to make this concern right would be to
reschedule a delivery of the newly selected loveseat to our customer. We
continually please our clients with non damaged deliveries and delivery
failures are not a part of our normal operations as we complete over 3,000 successful
deliveries in an average day. We are confident that we can delivery our
customer the expected product in showroom quality condition.
We have communicated another fair and
adequate offer for resolution in the case that the customer did not want to
schedule a second delivery attempt of the new loveseat. Again we worked outside
of our stated policies to make this offer to our customer and seek to appease
them has an individual.
Should the customer wish to return to our
store and select a different set entirely we are willing to provide full store
credit on the loveseat and 80% store credit on the sofa (based on their
original purchase prices). Neither of these items has reported defects to them
and as a business we are making necessary exceptions to honor our customer’s
demands while seeking to balance the needs of our business.
We thank the Revdex.com for their assistance in
mediation and maintain that we have two sound options in place for resolution
that we stand behind as the most fair and adequate given a review of all facts
within this scenario. We have been and are continuing to work above the
expressed policies we conveyed to this client at the time of sale and have
already made offers that cause our business an extreme loss outside of those
stated policies.
Should the customer wish to reschedule
the delivery of the newly selected loveseat or move forward with our
reselection offer we look forward to processing that transaction with them
directly.
Kindest Regards,
[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 warranty for the merchandise purchased from Bob’s.  I see that this purchase was delivered on 12.2.16 and at the time of purchase, the customer purchased the option of [redacted]...

[redacted] 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 reviewed the photos the customer submitted to [redacted].  We do not see any damage.  [redacted] denied the claim due to the photos not matching the customer’s reported accident.  Food stains are covered.  That is not what the customer reported.  The reported accident must match the damage that is visible in the photos.  If this customer would like further review they can submit the photos of the damage to the Revdex.com mediation service.  Once we receive the photos we will review them with our Service Manager and answer if there is any resolution we can offer.   Please submit at least 2 color photos, a close up and a distance photo, showing the reported damage.   Kindest Regards, 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.  The response is not what they actually did.  They are giving me credit to exchange for another couch, not sending out an tech.  Thank you for your help,
Sincerely,
[redacted]

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 on 6.02.12 and at that time the customer purchased the option of [redacted].  The...

warranty 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 every day use Please see attached flyer for [redacted] plan. It does state clearly that damage must be called in within thirty days of the single accident that caused damage.  This customer reported two damages on this table.  The customer reported that there was a nick of unknown origin and that placemats had caused damage to the table top.  Neither of this claims would be accidental damage from a single incident.  As this warranty expires in one month we would not be able to offer to refund.    Kindest Regards, Tracy S[redacted] Bob’s Discount Furniture Tell us why here...

OK--thanks for taking care of it.  It is yet another disappointment in your customer "care" department.I will wait to hear from you around 7/12 about the part.Thanks, [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]

Complaint: [redacted]
I am rejecting this response because:i was told to go to bobs and pick out $1000 worth of new furniture. I went to Warwick RI bobs. The mananger Brian told mei had to return the pieces affected and could not take furniture. Mind uou,this was after 45 minutes of me and my girlfriend looking around and being assured we did not need to return anything and could pick out what we liked.At this point, I am extremely dissa 
Sincerely,
[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 my
colleague and it appears the customer will be working closely with Dianna 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

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 spoke to Tracy S[redacted] and I'm satisfied that Bob's is going to replace the defective recliner. Thank you for helping me resolve this issue so promptly. Until the Revdex.com got involved, they were not willing to resolve it. To me, that speaks volumes on how Bob's conducts business. I truly appreciate your efforts. 
Sincerely,
[redacted]