Blue Ridge Travel

Please see the attached pictures (4 pages) that we
have included for your review on this claim.
These pictures were taken by our technician who
visited the home on 2.20.2015 and explicitly show the abuse that this
merchandise has suffered. While we apologize that our customer is...

unhappy with
the product we are unable to offer resolution when the overall condition and
cause of the product’s demise is directly related to the accumulated abuse the
item has received in its environment.  There is velcro literally ripped off the
seating and staining in multiple places of the merchandise. I have also
indicated with red circles where the arms of the product seem to have experienced
damages from continued puncture action applied to the fabric and arms.
I truly wish we could offer this customer recourse
for her concerns however the pictures speak to the reasons why this merchandise
is in such bad shape. The reasons for this merchandise’s current state are not
related to factory defects or a fault of our business. Accumulation of damages
is not covered under the terms of the protection plan and this is fully
communicated on the coverage detail pages as well as the sales flyer we provide
at the time of sale.
We apologize to our customer that we are unable to
take responsibility for damages that are caused completely outside of our
control.
[redacted]  
Bobs Discount Furniture
Customer Care Corporate Liaison

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 will be working closely with Diana 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 mediation assistance are not wasted.
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com-
We are very sorry that this sofa did not
live up to the customer’s expectations. We
were able to review the photos sent in by the technician with the Service
Manager.  We believe it appears from the
photos that the piece has dried out. 
That can cause leather...

to crack, like all skin it needs to be
conditioned.   Due to the piece only
being a year and a half in the home and the amount of damage visible we will
offer a resolution to this customer.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%. This 100% will
be based off of the original cost paid for the sofa. T[redacted] protection plan does allow for
a one-time replacement which fulfills the plan. 
We will waive a new delivery fee for this customer. 
If this customer would like to accept this offer, please do so through
the Revdex.com mediation site and we will create the paperwork.  This would give this customer a credit for reselection
of $999. The customer would then go to the store, let them they have a
reselection credit, pick out new merchandise, the store will apply this credit
to the new sale and schedule the delivery of the new merchandise with the
pickup of the [redacted] Bob 2 sofa.
Kindest
Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry for this concern.  The delivery took place 9.23.17.  The first report from the customer of any issue took place 1.8.17.  This was over three months after delivery.   We would not be able to offer any resolution on this concern. ...

After three months of the merchandise being in the home, there is no way to tell when the mouse made his way into the piece.  The exterminator would have been going off the details provided by the customer in their supposition that the piece is the root of the concern.  The facts are Bob’s proactively exterminates trucks and warehouses regularly, for all pests.  Mice and rats come inside when the weather changes and the need warmth for the winter.  Rats and mice are more prevalent in multiple family areas and near sources of water, such as the [redacted]  Sincerely, Tracy San[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Morning Revdex.com,
Please provide the customer with
our apologies for any confusion or disappointment present from the service call
we provided on 10.10.2015. As this customer has selected to use the mediation
services of the Revdex.com please advise that this communication is the escalated call...

back from the highest
level of customer care available the customer has been expecting.
Our technician’s report depicts the following:
sofa – right side facing seat has a slight compression, wear and tear,
compared to the other seats its a little different, just because of the wear
and tear
normal/good
Our business has explained to our
customer (our records show the last conversation was on 10.21.2015) from
various levels that the concern the merchandise is experiencing is the result
of nearly two and ½ years of normal usage in the home (as our technician’s
report depicts above). The protection plan/warranty that is active on this
merchandise covers manufacturing defects and/or most in home accidental
occurrences resulting in damage. The protection plan does not (like many
other extended warranties sold in our industry) cover normal wear and tear.
Because our customer was upset and
communicating this to us on 10.21.2015, we did try to offer a one time courtesy
resolution of ordering replacement parts however upon further research our
agent discovered that the vendor of this sofa no longer makes parts for this
set. As the retailer we are unable to take ownership for a concern that results
from normal wear and tear. While we sincerely wish we could resolve every
concern there are guidelines in place to keep resolutions fair for all
customers alike.
If the customer wishes to dispute
the validity of our technician’s report please have them send in photos of
their merchandise (thru this Revdex.com channel they have selected to open) and we
will review these pictures with our Service Management Team to see what, if
any, further courtesy offers we can make to this customer.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Revdex.com:
I am not disputing that this is the bedroom set that I ordered, what I am expressing is my concern with the quality of the bedframe. When you look at the furtuniture in the showroom, you are looking at pieces that are already put together. There is a foundation and mattress on top of the frame so the customer does not see what the frame looks like. The sale rep said the frame was wood and when we chose our mattress there was no indication that the foundation, mattress, and my husband and I would be held up by three 3/4' thick pieces of wood that are being propped up by three 1' 1/4  thick pieces of wood. We were not advised that the pieces of wood propping up the 3/4' pieces of wood would move and need to be replaced in less than two years. Nor were we advised that there was an option to add or change pieces of the frame. While I understand that Bobs feels this sufficent the quality of the frame is questionable. Even in posting a picture to Bob's via Facebook, people were commenting on how "scary" & "unsafe" it seems. I also know that my bedframe is no longer under warranty; however , I did not expect that I would be having issues with a bedframe that is less then two years old. The bed is in the initial spot that the technicians set it up in, the bed has not been moved since it arrived, it only used for sleeping, and no one jumps on it. We purchased a matching bedroomset and all of the pieces remain in the same place that they were set up in on the initial date of delivery.As you noted a technician did come and assess the bed as I had a complaint about backpain. The technician noted that all three of the wood that is propping up the longer three wooden pieces are broke which is alarming because it is not one but three pieces that are broken in less than 2 years time.The quality of Bob's products is a concern based on my experience with each of the pieces of furniture that I have purchased from your company.
[redacted]

Dear Revdex.com,
 
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their experience with us.
 
Regretfully I am unable to locate any account information that matches this
consumer’s complaint within our internal records....


 
I have looked under the name, phone number, and address provided here and can
not locate any account.  
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further?  They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the
customer can provide the alternate phone number or customer name that may bring up their account
records.
 
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in mediation assistance are not wasted.
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Dear Revdex.com,Please listen and read the attachments above!  I have spoken with Mr. [redacted] and informed him of the status of his order. Another representative from our Liaison department attempted to contact Mr. [redacted] earlier today to inform him that the table is available for delivery, yet he...

has not returned her (Jennifer)calls to schedule a delivery date.Thanks[redacted]

The resolution for this complaint has not taken place. The $100 gift card was never emailed as the letter stated.   Thanks, ~[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 Jamie to
rectify the...

situation and reach a satisfactory outcome.
 
[redacted] has accepted this claim and sent the customer an option letter.  I have attached this letter for review.  The customer must reach back out to [redacted]
to advise which option they would like to select.
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate 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 8.30.16 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 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 reported to [redacted] that the piece was too close to the wall and that was the reason for the damage.  That is not an accident.  That could have been prevented, so that claim was denied.  Bob’s set up a courtesy service tech to come.  This is not a manufacturing defect; it is not something Bob’s would normally offer a service for.  This was offered only as a courtesy to try to assist the customer.    We are very sorry for the issues with scheduling.  There is no record of the service having been scheduled prior to 6.1.17.  That entire route had to be canceled that day the tech had an emergency and we had no other techs available in the area.  The service is currently not scheduled.  We do have many open appointments during the week.  Saturdays do book up far in advance.  Our techs are scheduled for the maximum time on the road allowed by Department of Transportation guidelines.  It is not a matter of adjusting a route.  Putting a tech over in hours is against the law and endangers everyone on the road.    Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because:
Your response is even more ignorant that your offer. No one is asking you to compensate for me being pregnant however I want you to keep in mind that someone who is 9 months pregnant should never be pressured into having to drag a mattress outside due to your mix up and incompetent staff.have you looked at our account recently? We just had the console of our brand new wall unit replaced for the second time and they drilled a screw through the side pillar cracking it. So now we have to have it exchanged out again. $75 for all of the inconveniences doesn't even cover a missed day of work and believe me you we have missed more than one day of work dealing with this company's nonsense. i will be taking my complaint further.  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]

Good Morning Revdex.com- We are very sorry that this chair did not live up to the customer’s expectations.  In an extreme effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolution (listed below). Should the customer wish to accept this offer they are able to contact any of our stores for reselection or exchange.  Advice the store there is a credit in the system, the store will schedule the new delivery at the same time as the pickup, ensuring the customer will have a piece in the home.   Courtesy Offer for Resolution: If the customer would like to reselect to a different chair or receive the same chair again we will provide a credit (store credit) of 100%. This 100% will be based off of the original cost paid for the chair.  Please see attached copy for your records. Kindest Regards,                                         ...⇄ Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

Good Morning Revdex.com,
We are very sorry for the concerns
expressed in this complaint.  We
understand how important a good nights rest is for everyone.  We reviewed the technician report from
October 6th and the original order from February 2013.  It does not appear...

from the photos the
technician submitted to us that the customer is using the foundation (box
spring) that was purchased in 2013.  That
was why the tech reported to us that there was not proper support.  The mattress warranty does require that
proper support be maintained at all times to prevent the mattress failing. 
If this is not accurate, and the foundation
is still in place, we ask the customer to submit photos showing that.  We have attached the photos the tech
submitted, which appear to show no foundation. 
We would not replace the mattress if there is not proper support in
place as every mattress will fail if not supported.
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer.
 Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Morning Revdex.com,
We thank our customer for their response
and continue to convey how sorry we are for the unnecessary frustration our
customer experienced overall. It was never our intention to cause our customer
any concern and in realizing that we have failed our customer in several ways
we have initiated an offer already above and beyond the structure we have in
place for apologizing. As a business the responsibility owed to our customer
has been satisfied and any additional apology we are able to provide is decided
solely at our business’s discretion.
As indicated previously as a fair
business operating to provide transparency and fairness to all customers’ alike
apology amounts cannot be offered based off of one individual’s time.
We have made two offers below that
include upgrades to the original offer of delivery fee refund.
Option #1:
Delivery Fee refund (previously accepted)
and an additional refund of the special order fee ($39.99) associated
with the color choice selected.
-Or-
Option #2:
Delivery Fee refund (previously accepted)
and a Bobs Discount Furniture gift card in the amount of $75.00.
We look forward to hearing back from our
customer and moving forward with an avenue of settlement.
Thank You,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]I am rejecting this response because: Please note, I did receive my refund and am appreciative it was expedited, but I think the bigger issue was that I was lied to by sales people right from the beginning of this transaction and do not think that issue should be glossed over because my money was refunded. I feel other consumers should be aware of this when making decisions about shopping in this store as this was not an isolated incident for me or others with whom I have spoken. Sincerely,[redacted]

Dear Revdex.com,
We are very sorry that the delivery did not go as it should have.  We did complete the set up of the bed today
Thursday 9.8.16.  The team found there
was cosmetic damage on one piece, which has been set up for exchange next
week.  We will certainly be able to...

offer
compensation once the pieces in the home are in showroom quality. 
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.  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]

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]