Blue Ridge Travel

Complaint: [redacted]
I am rejecting this response because:The technician marked his report that while it is operating correctly there is a noise coming from the mechanism. The other side of the couch does not make this same noise when closing. There’s clearly an issue with it. You do simply do not want to stand by your own manufacturers warranty or “goof proof” plan that was paid for. Your technicians qualifications are questionable at best. I feel that this is all part of a scheme to deceptively deliver subpar furniture and sell warranty packages that are of no use because YOU don’t deem it necessary to correct the issue. I’ve never in my life, had such a horrible experience. 
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]

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: I lost days from work, I would to get on top of my refund some kind of compensation for lost days at work. I had to take 2 additional days, cause they could not complete the delivery..
Sincerely,
[redacted]

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 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...

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:First because there were not 2 seprate orders to be delivered on 2 different days. This order that was delivered on friday was supposed to be canceled by the sales rep. This order was through acceptance now and was never cancelled properly  by the sales rep. This was confirmed by Eric and Rob in your store. The order was then resubmiited as a credit card payment. There was 2 orders to be delivered on saturday the 14th. Second there was more than 1 call to the store and to customer service in reference to this delivery for friday the 13th. I called the store wednesday 1/11/17 to question the notification of delivery for friday and was assured there was no delivery for friday the only delivery was for saturday. My husband then called on thursday evening to customer service number and was again assured that the notification for friday delivery was an error. I then called the customer service number again friday morning when I received notification that delivery would be in 15 minutes. Mind you I was driving to work. I was still told there was no delivery scheduled for friday as my son texted me that the truck was at my house.iFinally because if you listen to that call I asked specifically if I did not accept delivery would I have to wait another week for delivery and I was told yes. We paid for a delivery that included set up of the furniture. Including a queen bedroom set not just legs for a couch. I'm ready to take it to small claims court. Your response is also very unacceptable. I'm not looking to be pacified. The way this was handled is a disgrace you should be embarrassed.   
Sincerely,
[redacted]

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

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 will accept the ecard for $100. I do want to make clear, however, that I was not expecting both a technician and a pickup for a return. These were separate calls taking place on separate days. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:they didn't offer any discounted merchandise. I paid the normal price of the package deal  and it was 50.00 more that was approved the day of the order  of this is what you call "making it right" I will make it right and never shop here again  I will also make sure my family and social media friends see this insane way of doing business  I will now make it my cause to get this info out to my friends and family  I would hate the many people who I do know to cease going here but they must know you have no intention of helping the customers who are paying with no issue and waiting on delivery to only have it incorrect, wrong items, store manager laughing in your face and be offered a refund of delivery  what a joke this is  
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

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...

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 one of my colleagues and it appears the customer has been set up and scheduled for an exchange. ...

  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 Afternoon Revdex.com-
We are very sorry that the
customer had several failures in this delivery process.  The rug was missed at loading and the team
was failed for the stop.  The second team
that brought the rug was not scheduled to do the assembly, resulting in a third
delivery team for assembly.  On top of that
the customer received incorrect items.
We did schedule the pick up of
the piece that was too much for the room, we also allowed for the return of the
pillows that the customer found to be uncomfortable.  We have processed the compensation that has
been applied to the account.  We are very
sorry that the customer remains dissatisfied with the entire experience.   
Sincerely,
[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
Bob’s offers the best value at our price point.  This customer’s experience has not gone well
but it is not typical.  Less then one
percent of our customer’s have issues. 
If this was a typical experience, we would not be growing at the pace we
are. 
 I can personally
identify with a consumer’s need for an apology outside of making the concern
right. Our policy dictates that we only offer compensation in the form of a
Bob’s gift card.  Due to the severity of
this customer’s issues, I went out side of policy in offering the refund.  The maximum we offer as compensation is the
delivery fee.  However, I do believe this
is an extreme case.
 I am willing to
offer additional compensation as a Bob’s gift card in the amount of $75.  If the customer accepts this final offer of
compensation I will create the paperwork for both the refund of the delivery
fee and the ECard.  I will email a copy
of the refund of the delivery fee directly to the customer, and the ECard will
be sent within five days. 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison Customer Care
Bob’s Discount Furniture

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 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...

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]

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...