Blue Ridge Travel

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

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 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

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]

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]

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]

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 Dianna 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 excellent mediation assistance are not
wasted.
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry for any misunderstandings.  The rug was delivered August 2015. The rug is
covered for five years for manufacturing defects through Bob’s and damage from
a single accident through [redacted].  I do
see that this customer called in to report...

issues to the rug on 11.11.16.  During the conversation with the agent, while
the agent was trying to ascertain what the damage is and if it is damage that
might be manufacturing in nature and we would then send a Bob’s technician or
if it is damage from an accident the customer became upset and disconnected the
call. 
It is necessary for the process to ask when the damage
occurred and how.  That enables us to
ensure we are processing the claim correctly. 
We would expect if a piece was delivered into the home with damage the
customer calls us within a reasonable amount of time to report.  This customer called in damage from delivery fifteen
months after delivery. 
If the customer believes this damage is a manufacturing
defect they should call Bob’s customer care offices and report it.  If this customer believes the damage is from
a single accident they should then call [redacted] and report when it occurred and
how.  [redacted] only accepts claims that
are called in within thirty days of occurrence. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We have been informed by the insurance carrier that the
customer has received and cashed the check for reimbursement for the
damages.  We are very sorry that it took
so long to rectify.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- Bob’s offers the absolute best value available at our price point.  We also offer the customer our service guarantee.  If a customer reports any issues that may be manufacturing in nature during the warranty period, we will send one of our factory trained technicians...

free of charge.  The technician will report to us the nature of the issue.  If it is an issue that the tech can correct on the spot, they will.  If the issue is manufacturing in nature and requires parts, we will order the parts and have a tech install those parts.  If the issue is manufacturing in nature and parts and service will not correct the issue, we will then offer a one time replacement.  This statement is reviewed at time of purchase; it is on every customer’s sales order, signed by the customer at time of purchase.  It is one of the best warranties in the furniture business and Bob’s stands behind this 100%.    We are sincerely sorry that this customer is not completely satisfied with the [redacted] purchased in 2016.  We did create a part order for the cores in April.  The cores are due now.  We are very sorry that the customer was not aware of the delay in shipping of the parts.  As we do not manufacture the furniture or the parts, we do have to rely on the vendors we work with to fulfill part orders.  Per our service policy, posted on every sales order and reviewed and signed at the time of purchase, parts is the option that we have available to this customer.     SERVICE POLICY We guarantee that our new products will be free from factory defects for one year from date of delivery or pickup. Our mattresses may carry additional factory guarantees. You must report any factory defects as soon as they occur to our Customer Care team within one (1) year of possession, and a Customer Care representative will schedule a Service Technician to inspect the item and service it to factory standards at no cost to you. If the Service Technician determines that the factory defect is not serviceable by parts or repair (or parts are unavailable), we will replace the affected item, one time. If the item is no longer available, you may reselect to other merchandise. In the event of a reselection we will charge or credit you for any price difference between the original and the re-selected item. Merchandise purchased from our “Outlet” or Clearance Centers that is not brand new/factory fresh is excluded from these factory defect guarantees. Normal wear and tear or customer-caused problems are also excluded. Service can only be provided within our serviceable area to the original purchaser as stated on your sales receipt.   You also have the option of extending our one year guarantee to FIVE years with the purchase of our [redacted] plan. In addition to extending our one year guarantee to FIVE years, [redacted] Plus also protects you from a variety of accidental damages you may cause in those FIVE long years! Call Bob's at ([redacted]o report factory defects to your Merchandise. Our Customer Care Department is available 6:30 AM to 8:00 PM Monday through Saturday and 10:30 AM to 7:00 PM Sunday. [redacted]800[redacted]0 to report accidental stains or damages to your Furniture within thirty (30) days of occurrence. Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

Good Afternoon Revdex.com- We are sincerely sorry that we have not been able to accommodate the customer’s timeframe requests.  We do have techs available on Saturdays in the customer’s area if that would be easier.  All timeframe requests are taken seriously, we do route the trucks...

geographically, however and not all requests can be honored.  The customer can reschedule, asking the agent to submit a timeframe request for after 2 pm, before the technician’s route is created or they can request a Saturday to alleviate the timeframe concern.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because:i did report the incident with in 30 days. I was very clear that the stains happened 2 weeks prior to the phone call with [redacted]. Although there were multiple stains, and the warranty is only good for "one stain", I should still be entitled to have the "one stain" removed. I feel like I was taken advantage of when buying this warranty. Because I was only told the basics. I was told what was covered. So this leads me to believe it is false advertisement. I am not asking for a full cleaning. I am asking to have a service performed which I paid for. At this point I just want a refund if I am not receiving any benefits for what I purchased. I have had multiple issues with Nobs customer service. They even delivered a bed I ordered to the wrong house, and went back to pick it up later, and brought the same bed to my house! That's aside from this, but just another disappointment for me as a customer. This cost me $150! I want the service I paid for, or a refund.
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 Revdex.com,
We apologize for any disappointment our customer is
experiencing with the reclining chair. The chair that was picked from our
warehouse and loaded for transport and delivery on 10.29.2015 was a factory
fresh model direct from the manufacturer of this chair. There is...

absolutely no indication
or evidence to support that this customer received a floor model of this chair.
The records associated with this chair show that we were out
on a service call at [redacted] approximately six
months ago. Our technician found no indication of defect within the chair
during this visit however I am appraising by this complaint to Revdex.com that our
customer disputes this service result and still remains unhappy with the
product.
If the customer would like to reselect to a different model
chair we are happy to offer a one time courtesy reselection to resolve this
complaint.
We will provide the customer with
a store credit based on the price paid to us for the recliner (Credit = $399).
 
This store credit will allow the customer to reselect to a different chair whose
material makeup may fit their personal needs and longevity expectations better.
Once they have visited a showroom to make their reselection (within the next
two months) we will expect to remove the current merchandise they have in their
possession on the same date we deliver the new selection.
As an additional apology we will also cover the cost of any
delivery fee associated with the newly selected merchandise (that is approx. an
additional $50.00-$99.00 savings credit for the customer) should the customer
accept this courtesy offer for resolution.
I look forward to hearing back from the customer and apologize
again that they have spent any of their valuable time on solving their
furniture concerns.
Kindest Regards,
[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 experience with us. I see that this customer has already spoken with my colleague and it appears the customer will be working with Jamie to rectify the situation and reach a...

satisfactory outcome. The reselection is in the system.   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...

Revdex.com: Tracy Sanborn from Bob’s Discount Furniture contacted me on 1/13/17. She requested pictures of the damaged furniture and after I sent them she offered a store credit for furniture reselection with free delivery/pick up. I will accept this offer and find that this resolution is satisfactory to me. Thank you for your help.   Sincerely, [redacted]

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]

Good Afternoon Revdex.com- We are very sorry for any concerns the customer is having.  We have sent for the customer to be sent a photo review request email.  The customer would need to take photos of the damage and reply to the email attaching the photos.  If the [redacted] leather is...

peeling as part of a manufacturing defect we may be able to offer some resolution.  As the pieces have been in the home, being used for over four years it would not be the full credit.  The customer should expect to receive the email in 2-5 days.  Sincerely, 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.
Sincerely,
[redacted]

Good Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of...

their delivery.
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. While it is not normal procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our normal compensation guidelines and policies.
We will honor the customer’s request for a refund of the delivery
fee ($59.99) as a final form of our apology. Please advise the customer that
all paperwork needed for this transaction has been entered from our end and
action is required from the customer at this time.
I have listed the steps below for the customer to follow in order
to get the initial processing of this refund completed. We highly suggest the
customer complete these steps as soon as possible so that the refund process is
expedited quickly on their behalf.
o  
Anytime after 10am and before 9pm Dial [redacted]
o  
Press the number one (1) on your phone’s keypad when
you hear Bob’s 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 from you and complete the processing.
In most cases any remaining questions regarding refund
processing time can be answered by reviewing the policies listed on your sales
receipt.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison