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 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...

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 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 4.28.17 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 reported two damages to [redacted].  One a stain of unknown origin and unknown date of occurrence on the footboard the other a spill on the nightstand, unknown fluid. The customer was offered the option of taking 24 hours to see if they could find out how the damages occurred and when.  They declined the offer.  The claim was denied as these are not accidents.  [redacted] is an insurance company, they have procedure to follow and deal in facts.  The customer had no facts to report.  They did not know what caused the damages or who or when.  These are all the details needed to show the damage is the result of an accident and not through misuse.  We are very sorry, in this case, [redacted] was right in denying the claim.  We are very sorry, we certainly do not intend on upsetting the customer.  We cannot expect [redacted] to process a claim that does not follow their criteria.  Calling the damage an accident, does not make it an accident.   Reporting to them the details of the accident does. Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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. 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]

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 Morning [redacted],
I am very sorry to hear you
have located pests in your product.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The merchandise that you
purchased was a new product that...

was wrapped from the manufacturer. I can
imagine that this ordeal has not been easy on you or your family, but the facts
are that the source of bed bugs are from somewhere other than new furnishings. These
pests move around by hitch-hiking on people and their belongings, the moment
you place your luggage or bag down they can jump into it and you would never
know it. Schools and apartment buildings are highly susceptible because
bed bugs can travel room to room in the pipes and wire holes.
Unfortunately, bed bugs have
become widespread throughout the United States over the past several years due
to both a combination of global travel and the absence of effective chemical
treatments to deal with them. Please be aware that the presence of bedbugs does
not reflect on the cleanliness or otherwise of their environment – they can
survive and thrive wherever people reside and they are most active at night
when they normally feed.     
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.  
Kindest Regards,
Stephanie 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...

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]

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

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: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]

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

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 [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 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...

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

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-
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