Blue Ridge Travel

Good Afternoon Revdex.com-
We are very sorry if there was any miscommunication on this
concern.  The exchange has already been
created and is scheduled to be completed on 3.1.17.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon [redacted],
I sincerely apologize for the inconvenience
the availability of your merchandise has caused you. I can understand your
frustration at not having the merchandise available immediately and I truly
wish we could get this merchandise to you sooner.  I understand completely wanting to keep the
complaint open until the delivery and set up are completed.
If you still remain unsatisfied after your
merchandise has been fully received we can revisit your account and discuss
what option we may have to accommodate you further.
Again I truly apologize for the
inconvenience this experience is causing you and that you are still waiting on
the furniture you purchased. If there was anyway to get the merchandise to you
sooner, I assure you that we would take that route immediately.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We apologize for the mis-information.  We have no ability to access Loss Prevention
internal files.  We were answering solely
off of the complaint registered to the Revdex.com. 
If this customer has already been in contact with the Loss Prevention
then Loss Prevention will be handling the concerns.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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

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

Good Morning Revdex.com,
Our service policy (listed on the
sales invoice) states “Service can only be provided within our serviceable area
to the original purchaser as stated on your sales receipt”. I do not believe
that we failed this customer as our sales people, sales managers, and store
managers continually make every
attempt to sell the Goof Proof Plus Plan where it can be determined as
applicable. If the customer disclosed to our retail location in any manner that the residence
this merchandise was being purchased for was going to be used for rental
purposes –I.E. someone else besides the purchaser would be the primary user of
this product at the associated delivery address- then our retail location acted
appropriately by not having our customer pay additional money out of pocket when
a claim for damage may be denied in the future. Again I assure you that our
retail location considers the absence of the protection plan as a severe loss
on this sale and would not have entered the comments previously posted unless
they were given an appropriate reason to.
The customer’s indication that
compensation and warranty coverage are one in the same is perplexing:
Compensation is something that is awarded to
someone that has suffered inconveniences as a result of our failures.
Once our failures are made right and we are certain that our customer will not experience
any further inconvenience it is then an appropriate discussion to have.
The Bobs warranty covers factory defects for a period of
one year to the original purchaser within our serviceable area.
We are working to the best of our ability to make the
concern with the chest right. The other ten (10 +) plus items that were
delivered to this customer in October have no report of concern or defect. Our
policy provided at the time of sale (commonly signed by the customer) is
overtly clear regarding our refunds and cancelation policy.
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are sincerely sorry that we have had to make so many attempts to complete the set.   At no time was any used furniture sent to the customer’s home.  We have reviewed the photos taken by the team and the notes from the return inspection team.  There were...

tears in the plastic, this obviously occurred on the trucks during the loading and unloading process.  We are sorry that the customer was inconvenienced in this way.  After researching the account we find that 7.18.17 will be the fourth attempt to complete the delivery.  The first exchange that was scheduled the customer canceled due to the timeframe, which was 5.31.17.  The next attempt had everything successfully delivered except for the otto, which was 6.15.17.  The next attempt 7.1.17 also came with a damaged otto.  The final attempt is scheduled for 7.18.17. While we can certainly understand the customer’s request for compensation and we agree that some compensation is warranted, we have also gone around our normal policy and procedure for this customer.  We do not normally set up an exchange for merchandise we send a tech to the home.  We are not able to grant the customer’s request for compensation however.  We do not give free merchandise or compensation for 100% the value of the merchandise.    We can offer the customer a token of apology in the form of a Bob’s store credit.  This will be based on the number of failures.  We do not compensate for lost work or wages, in an effort to be fair across all customer demographics. Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because:
The  correct  reply would be: after multiple fail calls for help waiting over 20 mins on hold with no one picking up the phone and calling the store and the store just transfer to the 1-800  finally got someone on the phone weeks later that just said to bad you took the  furniture nothing we are going to do for you and then talking to the  Manager at the 1-800 saying the same thing sorry it’s yours now and the manager at the 1-800 said “ Bob’s don’t care if I say we need to hire more people so customer don’t have to wait over 20 mins on hold with out anyone picking up the phone “. Per you owe management  telling me that Bob’s don’t care if customer don’t get someone to pick up there phone call that would be the right reply. The only reason I got the call that I did cause the credit card got involved and even the last lady that did take the return said I only deal with credit card issues. So if I would have cash I would have never even got to the right person to take care of the issue.  You say that in your reply then it will be a true reply. Check your record calls you will here your own manager at the 1-800 say that they don’t care if I say need to hire more people and talk to your manager at the store I talk to tell me they have to wait sometimes over 40 mins to get someone at the 1-800 number. Then it will be a real reply and not a  generic statement 
Sincerely,
[redacted]

Good Afternoon Revdex.com-
I can personally identify with a consumer’s need for an
apology outside of making the concern right. Any compensation agreement is to
be discussed after the customer has been fully satisfied with the merchandise
they paid for and a form of apology is processed by Bob’s...

store credit. 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.  Once delivery has
been completed the customer is asked to reach out to either the store or customer
care to request an account review for compensation.  We do not compensate for lost wages.  We compensate based on our failure to deliver
the merchandise.  As we deliver, at this
time of year, six days a week, perhaps the customer could choose a delivery day
that falls on their day off. 
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.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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

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]

Good Morning Revdex.com,
As indicated on the customer’s sales invoice when you purchase
Goof Proof Plus thru Bobs Discount Furniture it extends the warranty coverage
for manufacturer defects thru Bobs directly to a five year period. It is also
explained in detail on our sales invoice that Guardian (a separate company)
handles occurrences for accidental damages while Bobs take care of
manufacturing defect concerns.
The Goof Proof Protection Plan offers a one time replacement on
the merchandise within a five year period or parts and service at no charge
thru that five year period. As a company we honored our customer’s demand on a
reselection for both chairs. This reselection fulfills the customer’s original
purchased plan and I find it inappropriate for any consumer to assume they know
the internal measures of a business; in reference this consumer is very far
from knowledgeable about our returns processing procedures. For example -How is
the customer to know if/when we use returning merchandise to address obvious manufacturing
concerns we have with our vendors directly.
 We are happy to keep the
plan active on the original merchandise and offer service and parts instead
however the customer came to Revdex.com seeking replacement chairs and we wanted to meet
that demand to the best of our ability. The additional protection is not
something that we force our customers into purchasing (ever) and while it
clearly shows its value for this concern alone the new protection plan is at
the customer’s discretion to purchase at their new time of sale.
I would
like the Revdex.com to reflect a statement a representative for this customer has made
 to our staff outlining that they plan to
use this valuable mediation channel to force our business to give them the
resolution they seek:
Below
is a record of call taken by one of our agents on 8.13.2015:
 
SPKW/ [redacted] THE [redacted] DAUGHTER IN LAW WAS IRRATE ABOUT HER FATHER
IN LAW HAVING TO REPURCHASE GPP HOW DID WE GET IT APPROVED TO USE IT WHEN SHE
CALLED GUARDIAN AND THEY WOULDNT COVER IT, SHE STATED SHE CALLED Revdex.com AND THATS
HOW WE GAVE THEM THE RESELECTION, SHE ALSO STATED THAT SHE WOULD GO TO Revdex.com
AGAIN TO GET REFUND OF GPP, I TRIED ON SEVERAL OCCASIONS TO EXPLAIN TO HER OUR
PROCEDURES AND SHE JUST WASNT HEARING IT, SHE USED FOUL LANGUAGE AND HUNG UP ON
ME.
Above Comments Added By [redacted] On 08/13/2015 at 12:44
 
We pride ourselves on making our customer’s concerns right and we
have done that by using the coverage our customer came to Revdex.com demanding we
offer options thru. At this time we feel appropriate resolution has been
reached. I did leave the customer a message with my direct number back on
8.11.2015 and I advise again should they wish to speak with us directly I am
available at [redacted].
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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

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

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

Good Afternoon Revdex.com- Thank you for reaching out with this concern. While I understand your frustrations and acknowledge that you sincerely feel we failed you, the reports made to [redacted] are the reason for the denial. We apologize for any confusion with the Goof Proof Protection Plan this customer...

purchased.  We have reviewed the Terms and Conditions customers are sent when purchasing Goof Proof.  Please note the following- • Repairs necessitated by intentional physical damage, acts of nature, fire, burglary, theft, vandalism, collision, spilled liquids (unless specifically stated), corrosion, animal and insect infestation (including pet damage of any kind other than pet bodily fluids that may be covered or specifically stated under the Plan),misuse, neglect, mishandling and abuse. This was denied by [redacted] under the terms and conditions of the policy.  The customer reported on 9.5.17 that the pieces had sustained damage from the dog in reference to tears on the loveseat and chaise.  It was explained to the customer then that only bodily fluid damage from pets is covered. The customer called [redacted] back on 9.15.17 and reported that the pet had urinated on the loveseat and chaise.  The reason that the claim was denied is there are multiple damages to the same pieces.  As the dog has caused damage by either chewing the pieces or clawing them, cleaning the pieces will not bring them back to showroom quality.  We are very sorry that this has been denied by [redacted].  After reviewing the details of the claims, this would not be a complaint we would be able to assist with, [redacted] was correct in denying the claim under their terms and conditions.  Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

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]

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 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