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 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]

Good
Morning Revdex.com-
Our technician went to the customer’s home on May
3, 2016.  The technician found a cracked
rail.  The technician discussed the cause
of the crack with the customer as it was clearly not a manufacturing
defect.  The customer admitted to the
technician...

that it was probably caused by jumping on the bed.  Jumping on the bed is not a manufacturing
defect, nor is it an accident.  It is
misuse of the bed.  Misuse is not covered
under the manufacturing warranty nor is it covered under the Guardian
guidelines.  Jumping on the bed is not an
accident.
I truly wish I could offer this customer recourse
for her concerns however the customer’s own statement to our technician was
confirmed with our customer care agent. 
This speaks to the reasons why this merchandise damage is not related to
factory defects or a fault of our business.
We apologize to our customer that we are unable to take
responsibility for damages that are caused completely outside of our control.
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com,
We are very sorry for all the issues represented in
this complaint.  One of the issues,
routing timeframes, is an understandable concern.  We do try to accommodate every customer’s request
that is not always a possibility.  We do
over 20,000 deliveries...

every day.  A lot
of our customers are looking for a specific window of the day, usually
early.  Not every delivery on the truck
can be an early delivery or service.  The
customer called in looking for a refund on mattresses that they had picked out
and were unhappy with.  That is something
we offer under our comfort reselection policy. 
The customer then decided to have a technician come out to see if there
was defect.  No return was schedule
during that call.  We would not schedule
a technician to inspect and a team to pick up for a refund at the same time.
While I can personally identify with a consumer’s need
for an apology outside of making the concern right, we have worked at a higher
level to make those requests happen. Any compensation agreement is discussed
after the customer has been fully satisfied with the merchandise they paid for
and a form of apology is usually processed by gift card.  Working beyond a structure that is set in
place to keep things fair for all consumers is a retailer’s way of
applying empathy and accepting responsibility for a customers concern.
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
We are very sorry that this order has not gone well for
this customer.  While we would like to
accommodate every customers request every time, that is not possible as a
business.  We understand that with small
children in the home time is always in demand and it is difficult to schedule
around all the demands.  We can offer a
token of apology for the frustration and delivery issues this customer has
endured.  We are happy to offer this
customer an ECard to be sent to the email address on this complaint in the
amount of $100.  If you wish to accept
this please respond back to the Revdex.com mediation service and we will process the
necessary paperwork and you will receive the ECard in 5-7 days. 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because: the assessment by the technician is false. I did not overstuffed my drawers with clothes causing the bottoms to fall out. If that was the case why is it that I've had to call several times to have the bottoms repaired on both the chest and the dresser. The floors in my bedroom are even and the chest and dresser are on opposite sides of the room. I am still requesting replacement or a store credit.
Sincerely,
[redacted]

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with us.
We do have a policy for a one time comfort reselection,
as stated on the attached sales order. 
It does specifically state we allow...

a reselection once.  This customer asked for that reselection in
April.  The delivery of the new mattress
was made in May 2016.  As this is a
significant cost to the company, all returned mattress are incinerated and we
do not charge for this service, we are not able to extend the offer more then
once. 
There is clear description on the information tag for
each bed- I have attached the description tags for review.  It does show one is wireless and one is hardwired. 
We have already offered a reselection on the base and
the mattress.  We have no other options
to offer at this time. 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry for this failure.  The store should have reached out to the customer
within the 24 hours stated on our website. 
There is no excuse for that not having been done.  If policy had been followed and the customer was
advised in a timely...

manner, they might have been able to select other,
available merchandise.  We are sincerely
sorry that we did not provide this customer with good customer service.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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,
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

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

Good
Afternoon Revdex.com-
Please
pass on our sincerest apologies for the inconvenience the multiple deliveries
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.
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.
Looking at the two sets I can understand the customer’s confusion and concerns,
they do seem to be very similar.  It is
the price of retail that the costs of material and manufacturing go up, which
raises the price of merchandise.
 The warranty that was paid for does allow for
a one time replacement on the pieces, the customer received a credit for the
monies paid on this set, which fulfills the contract, so a new contract would
be necessary.  We did waive a new
delivery fee.  The tax law in Mass does
not allow for a customer to be refunded taxes on any purchase over 90
days.  That is the law in the state; it
is not something under Bob’s or any other company’s control.
While
there are things we can not control, I am willing to make an offer of
compensation for this customer to ease the burden of the extra the customer
paid to purchase the new set.  I would
like to offer to refund the customer $150 to the customer’s Am Ex account.  If the customer accepts this offer they can
call the store to process the refund.
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 [redacted] Once the credit card number is entered into the
transaction the refund(s) should process back to you within 5-7 business days.
 
 
o   
Anytime
after 10am and before 9pm Dial [redacted]
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 and complete the
processing.
 
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 warranty for the merchandise purchased from Bob’s.  I see that this purchase was delivered on 4.23.16 and at the time of purchase, the customer purchased the option of Goof Proof...

Plus.  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 damage resulting from a single accident.  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.  The customer submitted photos of the concern they were having with their performance fabric sofa and loveseat.  The pictures, attached, show scratches in the material.  The pieces are not leather, they are fabric.  The lines in the fabric are straight, consistent with scratches.  We are very sorry, this damage is not consistent with a manufacturing defect.  We would not be able to offer any resolution on this damage.  Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com- Due to the nature of this complaint, we have reached out to the customer directly to apologize and discuss our offer of resolution.  The customer has accepted our offer and will reply to the Revdex.com with their decision.  Thank you for bringing this to our attention. ...

Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Morning Revdex.com,
Please pass on our sincere
apologies to this customer for the failed delivery attempt.  I do see that we called the customer twice
while the team was at the home.  Both
times it went to voicemail at 227 and 240. 
When we could not reach the customer the...

team had to be moved on. 
At this time, because we have
failed to complete the delivery the customer does have the option of canceling
the order and canceling the contract with ACCEPTNOW.  This can be done anytime until the delivery
is made, once the merchandise is in the home, we can no longer offer this
option.   Because this customer purchased
through a third party company and not Bob’s directly we do not have the option
of offering to refund the delivery fee, or any other type of compensation
beyond a gift card. 
If this customer does wish to
proceed with the delivery that is scheduled for 3/31/16 I strongly suggest
calling at least 24 hours in advance with the phone number of the person that
will be at the home, so that we might avoid any other delivery issues. 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Afternoon Revdex.com- We are very sorry that the customer was left with one side of the bed not working for two weeks.  We can understand the request for compensation.  As the customer did perform the trouble shooting procedure to determine the defective part and also installed the part themselves, we are willing to grant the request for compensation.  We will process the refund to the [redacted] account of $150.  We thank the customer for bringing this to our attention.  [redacted] does normally require a standard of 1or 2 billing cycles to post a refund to a customer’s account.  This will be released to [redacted] once the customer accepts the offer through the Revdex.com mediation site.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture

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]

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

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]

Complaint: [redacted]
I am rejecting this response because:AGAIN THIS IS MOT ABOUT ACCPETANCE NOW THIS IS ABOUT BOBS UNPROFESSIONALISM & THE QUAILTY OF YOUR MERCHANDISE!!! As well as the stress I've been undergoing from the time of the damaged merchandise!  Nowwwww another problem !...they sent an extra box spring ! NOT THE CONSUMER ERROR! So AGAIN I call too get it picked up 1/20/2017 n make sure I'm not being charged. Come too find out They cancel the delivery for pick-up for whatever reason & now I am being charged for Bob's error! AGAIN!!! I DO NOT WANT A BOBS CREDIT NEVER WANT TOO DEAL WITH THIS BOGUS COMPANY AGAIN. I was better off dealing with the competitor! I want satisfaction from such a company being that I'm stuck in a contract with a company BOB HIRED OR SIGNED A CONTRACT WITH 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Roseann B[redacted]

Good Morning Revdex.com,
We are sorry that our customer is experiencing any concerns while seeking to
use the protection plan purchased and/or communicating damages to us directly.
We most certainly want to help our customer however we are not
being provided with the information needed to allow...

the assistance to take
place. It is uncommon that scratches just appear on furniture and our trifold,
provided to every customer at the time of sale, indicates that the customer
should contact us within three days of their delivery to make us aware of any
concern they feel may have been present from the point of delivery. When we are
called several weeks later and told about cosmetic damages (such as scratches)
as a business we must seek further information so that we can properly assist
that customer and all customer’s alike.
If the customer can report a coverable accidental incident (what ‘goof
proof’ covers) that caused these scratches we can process the claim via the
protection plan they purchased, offering the benefits that are associated with
this plan in full. I have attached the plan terms and conditions for reference.
If the customer continues to maintain that this cosmetic damage just appeared on
its own or that it just wasn’t reported all together we ask that the customer
submit photos of the damage and the piece itself. We will review these photos
with our Service Management Team and respond with what courtesy option, if any,
for partial coverage may be available for resolution here.
Kindest Regards,
                                        ...⇄ /> Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison