Blue Ridge Travel

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

Hi [redacted],
Thank you for your response and again for your willingness to
negotiate.
I find it important to convey that the [redacted] you have accessed
regarding removal of old furniture is used primarily as a communication in
context to a brand new purchase; meaning we will not remove the customer’s old
furnishings from the home for multiple liability reasons. This communication does
not represent your individual transaction or the internal workings of our
organization for an item that we consider is returning with a concern. Your
assumption in this instance is incorrect and may be causing you more confusion while
we are proactively seeking to help you move forward.
As indicated via my last two responses (please review for
verification) your reselection credit would require you to visit a showroom to
make your reselection. This type of credit offer would not be available for
merchandise obtainable via our website only or any form of online use.
 Let’s try one more time to
see if we can mediate to an agreement. I have listed a new offer below for your
review:
Option for resolution:
We will provide you with 75% store credit based on the price paid to us for the
sofa and loveseat.
 
This store credit will allow you to reselect to a different set that may fit
your needs and longevity expectations better.
Once you have visited a showroom to make your reselection (within the next two
months) we will expect to remove the current sofa and loveseat you have in your
possession on the same date we deliver the new selection.
As an additional apology for your frustration communicated, we
will also cover the cost of any delivery fee associated with the newly selected
merchandise (that is approx. an additional $100.00-$200.00 savings credit for
you) should you accept this courtesy offer for resolution.
Please
note: if you were to select a set that is of the same value of your original
set in 2012, ($799) a new delivery fee would be equal to $99.99 (+ any
applicable state taxes).
As an upgrade to our original offer (and this will help you in
purchasing new protection for your new items) we will provide you with a store
reselection credit for the price you originally paid to us for the [redacted]
Protection Plan ($99.99).
 
In tradition – I look forward to hearing back from you
once
again, should you respond as ‘satisfied’ thru this mediation channel please
anticipate that your claim will be closed to communications and your store
reselection credit will be active in our system and available for your use
within 2 business days from your response date.
Kindest Regards,
Stephanie A. G.
Bobs Discount Furniture
Customer Care Corporate Liaison

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

Complaint: [redacted]
I am rejecting this response because: I want you to fix my issue plain and simple. Offering me $75 will simply not do, that does not resolve my issue. I have been waiting almost 6 months for a cushion cover, A CUSHION COVER. This is an unacceptable way to do business.
Sincerely,
[redacted]

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]

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 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

Complaint: 11627504
I am rejecting this response because: The $19.83 had nothing to do with my complaint. I didn't even include it in my complaint letter because that 20-some-odd dollars wasn't even worth calling them again to have it refunded. They are making it seem like this complaint was issued because no one noticed that they owed me $20. The amount that was owed and kept from me was just under $1500.00, and they are correct, I've spent nearly $5,000 at this store since buying my house. That doesn't even include the bedroom set that I cancelled due to my horrible experience. The fact that their answer is downplaying what happened just solidifies my theory that they do not understand how much trouble this caused me. It wasn't that they just didn't notice this on their own and correct it, They owed this to me for nearly 3 weeks, I called multiple times about it and nothing was done, and no one EVER called me back about any of it (even though I was promised on 3 occasions to be called back with any information on what was happening). I went into this store in person twice regarding this matter and was blown off. I paid more in interest on this furniture set that was never delivered to me than the $19.83 they owe me from one of my multiple previous purchases from this store. I don't even want to speak to customer service regarding the 20 dollar refund. I may stop in this week and have it put on my card but I do not ever want to speak with that store on the phone again. This was the worst customer service experience I have ever had with any store in my entire 33 years on this earth. Not only was one person rude to me, I was blown off multiple times by multiple people who made promises they never kept.  In my opinion, if Bob's values its reputation (which the staff at this store obviously does not), they would seriously consider some internal clean-up and hire new staff. Everything about this experience upset me to no end. I deeply regret buying the goof-proof protection plans, as I do not ever want to deal with them or their affiliates again. However, I was told they could not take the goof-proof off of anything I bought (I bought it for every item I purchased). The only alternative was (and I am quoting here) to "return the furniture, but you can only do that by calling customer service and then you would have to deal with them again." This was said to me in-person by a manager. So it looks like I am out all of that money as well. Just one more thing they have done to ruin my opinion of this business. They aren't doing anything to help this situation by saying they will refund money they already owe me anyway. If they want to make things right, they can refund the money I spent on the goof-proof protection and I will deal with my furniture as-is with no coverage. Otherwise there is no point in going back and forth with them. They aren't helping to resolve this issue.
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.  Really, what other option do I have to get anything further from this awful company for compensation...
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:You
have a lot of nerve to suggest that we have not kept our couch set in good
condition and that it’s 'heavily soiled,' especially when you readily admit
that you do not have photos to back up your claim.   As it clearly states in our complaint, our
issue is not with staining, but with what your own technician called
unacceptable deterioration of the cushion interiors.  There is no way that anything we did caused
this condition.  We have taken great care
of our couches; they are not heavily soiled by any means. You can confirm this
with [redacted], the company that handles your stain claims.  If there was staining, we would have filed a
claim with them.  We have never done so.  The report your technician completed and had
my husband sign the day of the inspection confirms that staining is not the
issue. My husband read over and signed the report - it only had one line written on it and it was not about
staining.
There
is one recent small stain, not 'heavy soiling', on one of the seat cushions,
but this too is Bob’s fault (we would
have made a claim with [redacted] regarding this stain, but we were hoping to
resolve the claim for the condition of the cushions first.  A small stain is not of grave concern when
the cushions already look awful due to their deterioration).  We accidentally dropped a solid pill on the
couch – there were no marks or stains, but since it’s a pill that is not
supposed to be handled with bare hands we decided to use the [redacted] cleaner that was given with our [redacted] to wipe the spot down.  My husband
followed the instructions and the cleaning solution left the mark.  Your own cleaning solution left a stain on our couch – not anything that we did.  I
don’t think one mark entails an entire couch set to be labeled as ‘heavily
soiled.’  Perhaps if you tested your
cleaning solution on all of the fabrics you sell before selling the solution  as ‘[redacted]’ this stain would never have
occurred.
I’ve
attached the requested pictures of the couch set. It's really terrible that my husband
had to take off work for this 'courtesy visit' just for the pictures to get
lost and for you to make false claims about how we care for our couch set.  If, as is clearly evident, you were never
going to honor the [redacted] you sold us, you should have, for the first time,
been honest from the beginning and told us so. 
At least that would have saved my husband the day off of work - and from having to hear that we have a couch in 'unacceptable condition' by no fault of our own and with no option for a resolution. Please let us know if you need any additional
photos to resolve this issue.
Overall
– we're extremely disappointed with the customer service that we’ve received
from Bob’s and your response to our complaint is wholly unacceptable.  In your response you state that Bob’s “cares
very much to resolve our customer’s concerns while maintaining their trust in
ou[r] business.”  From the experience we
have had to-date, this statement could not be further from the truth.  Instead, from the way you have treated us, it
seems that it is company [redacted] to accuse your customer of being wrong rather
than resolving their concerns and maintaining their trust.  This is an unconscionable way to do business,
especially with loyal repeat customers.
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 Afternoon Revdex.com- We are sincerely sorry that this customer is so dissatisfied with the service that they have received.  We are not able to authorize a return for this customer.  The customer has reached the maximum compensation for the concerns that they have brought to us.  We...

are not able to offer any further compensation.    Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Morning Revdex.com- We are very sorry that this merchandise did not live up to the customer’s expectations.  The merchandise was examined by our photo review department.  It was not determined to be a manufacturing defect.  In an extreme effort to meet this consumer’s demands for...

resolution we will make a one time only courtesy offer for resolution, in the form of a part order. Should the customer wish to accept this offer they are able to reply back to the Revdex.com with the acceptance.  Courtesy Offer for Resolution: We will order at no cost to the customer a part (one seat casing) which will rectify the concern.  The part will be shipped directly to the customer’s home.  Kindest Regards,                                         ...⇄ Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. The original delivery address is [redacted]. Phone number to contact is [redacted].
Sincerely,
[redacted]

Good Day Revdex.com,
I have reached out to Jeffrey directly via the
telephone number provided here. I left a message for him with my direct phone
number ([redacted]) to call me back on.
We are very sorry for the poor experience our customer
and his wife have endured and we have made...

the appropriate agreements to get
this claim settled with the delivery company for our customer.
We thank our customer for escalating this concern and
providing us with an opportunity to make our failures right.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry that this claim has not been resolved.    The customer called us on 12.23.16 with the concern on the chair, the service tech was at the home 12.28.16.  Neither the tech nor the customer mentioned that there was any damage to the floor at...

that time.   The customer requested the piece be picked up for a refund and that was created on 2.22.17.  The pickup has been sitting for over two months waiting for the customer to schedule.  We requested an estimate from the customer and we received that on 4.5.17.  That was then sent to insurance carrier.  Due to the large amount the customer is requesting, it does have to go through channels.  The insurance carrier is currently working on this claim.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture

Complaint: 1[redacted]
I am rejecting this response because:
I am very disappointed with this response but not surprised. It's apparent that this company does not stand behind their products and pretty sad that based on the overwhelming number of complaints and reviews that I have read that a good number of their customers are unsatisfied for a variety of different reasons and get the same results. I think it's highly unlikely that this company is always right and the customer is always wrong. With that said, I will continue to share my story on every website I can find and spread the word as  much as humanly possible of my horrible experience with this pathetic company. Peopleshould be aware of the scams and treatment they should expect from Bob's Disposable Furniture. It's clear to see that those that shop at Bob's Disposable Furniture eventually turn out to be disappointed and "former" customers.
Sincerely,
[redacted]

Good Morning Revdex.com,
Our records indicate that this merchandise was delivered on 09/04/2012 and the customer purchased no additional coverage from us for an
extension to their original one year warranty period (communicated by Bobs via
the original sales invoice).
We absolutely apologize...

for any
scheduling error on our part that has caused our customer to experience any inconvenience.
 Please know that at this time any
service that we are offering to the customer at no cost is being done as an extreme courtesy since our business’s
direct responsibility to this purchase expired in 2013.
We currently have a service appointment arranged
to occur on 1.23.2016 and will do our very best to aide the customer with the
concerns being experienced very far outside of any warranty coverage period
available thru Bobs.

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 have communicated with Bob's corporate office and they have agreed to refund the delivery fee as requested.  My only comment to them would be why did I have to go this root to get my refund.  The individual I talked to said that she totally agrees that I did more than my part.
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.
[redacted]
 
I tried responding via the Revdex.com, but for some reason it would not allow me to do so.
 
I am in receipt of your response, and I thank you for your time.
 
Although I now know the full policies and procedures; I feel that with my poor treatment from the technician, customer service, and Guardian, that this was my only option to voice my true concerns about the situation.  With that said, I am also a very reasonable man and accept your gift card offer of $207.18 so I can acquire a new table and chairs for my family.  I understand that this offer was more than what was required by you and Bob's, and I do appreciate your time and effort looking into this.  Consumers like myself have very few channels available to us when situations like this come up; my personal opinion is that this was not your typical "out of the box" type of issue, thus needed greater attention.
 
Anyway, thank you for your time and I appreciate the offer.
 
That can be mail directly to me at [redacted]  Once it is received, I will consider this complaint resolved.
 
Please feel free to share this communication with the Revdex.com, as I was not able to use that channel in the correspondence.
 
Again, thank you
Sincerely, [redacted]