Blue Ridge Travel

Complaint: [redacted]
I am rejecting this response because:
The sales man did in fact lie to me at the time of purchase. As I said before, his statement of "you can take it home and stab it with a knife and have it covered" implied the plan covered more than it truly did. He stated it covered everything. Not once during our conversation did he mention what it did not cover. Again, he sold me something, and I got something different. If I got what the sales man sold me, I would have a covered claim. But I do not have a covered claim because the sales man sold me a lie. 
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.
However, I am still waiting for the check and don't know how long will it take.
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are very sorry that the customer is not satisfied with the [redacted] Bed and [redacted] Mattress.  We have reviewed the photos of the bed and mattress that were submitted.  The bed appears to be a Queen sized.  It is normal for about 1-2” on each side...

to show.  This is purposely done to allow for the tucking in of comforters.  With platforms beds the blankets and comforters need to be tucked to be able to use the drawers.  We are very sorry if the customer was not made aware of this prior to purchase. Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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 Morning Revdex.com-
We are very sorry that this bed did not
live up to the customer’s expectations.  In
an extreme effort to meet this consumer’s demands for resolution we will make a
one time only courtesy offer for resolution (listed below). Should the customer
wish to accept this...

offer they are able to contact our Southington store at ###-###-####.
As this is a one time courtesy- It should be expected that for any
future occurrences of concern, on any other sales order, this individual
consumer is agreeing to adhere to the terms and conditions of their warranty
coverage and the determinations of Bobs Discount Furniture’s Service
Professionals. Our Service Policy is fully disclosed on the customer’s sales
invoice and provided at the time of sale.
Courtesy Offer for Resolution:
This is set up as an exchange, if the
customer would like to reselect we can offer that as well. This one time
replacement does fulfill the [redacted] contract, if the customer wishes the
new bed to have the [redacted] insurance that would be at the customer’s expense.  We will waive the delivery fee for new
delivery and pickup and disposal of sofa in the home.
Kindest Regards,                                         ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry for any confusion or miscommunication this customer is experiencing using the warranty for the merchandise purchased from Bob’s.  I see that this purchase was delivered on 8.10.16 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] 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 tech deemed the cores in the [redacted] set were wearing uneven and advised Bob’s to order replacement cores.  You can see from the attached photos the cores were the only concern.  The customer did not accept the option of a part order and was granted the reselection, with a usage fee on the non-damaged piece.  The customer reselected to [redacted] set.  The tech deemed this set to be normal up to manufacturing standards.  The customer escalated and was granted a 1x courtesy reselection.  Any courtesy offer made includes the customer paying a new delivery fee.  The customer indicates [redacted] credit will expire 1.30.18.  That is correct; if it expires it will not be able to be reinstated.  If the customer choses a more expensive set than the customer would be responsible to pay the difference on the order.  Bob’s will not be covering the difference.  Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because:According to the exterminator, the only place that the bed bug was on was the mattress that I purchased from bobs. There were no other pest problems anywhere else in the house expeCT that mattress. 
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

Complaint: [redacted]
I am rejecting this response because: Bob’s furniture had me take off from work and lose money for that day. They said they came to the house with the chair and I did not answer. Then depending on who you speak with they still have the chair. So they still had me waiting. I call back and they want me to call around to track it down, when I asked them to track it down all of a sudden they don’t have it. Well, I know they have the chair they are just to lazy. That’s why there tune changed. I know if they have just actually try and make a few phone calls to the driver who originally had the delivery and the warehouse personnel they will find it. I know why they are so cheap,not only the lack of product support but the lack of professionalism and customer service. So I reject this until someone higher up explains to me every step and call they made to at least try to locate the product I took a day from work to receive.
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are very sorry that the exchange was not able to be completed on the 5.13.17.  We are showing that the team was there within the estimated window the customer was given.  The teams GPS tracking device has them there at just about 245 pm.  The team did take...

photos of the home while waiting for the customer to arrive.  This delivery was never scheduled for 5.20.17.  It was scheduled for 5.27.17 and a timeframe request was submitted asking it to be routed from 7am to 11am.  This has been taken off the delivery date of 5.27.17.  The customer can choose another day to schedule the delivery.  If the customer is not available for 5.27.17, currently 5.25 and 5.26 are open in the customer’s delivery area.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with us. We have submitted a
complaint on the first team and we apologize for their unprofessional behavior.
I see that this customer has already...

spoken with the
store manager and it appears the customer will be working closely with him to
rectify the situation and reach a satisfactory outcome. The delivery has been
completed and compensation has been offered, accepted and completed.
 
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 sincerely sorry that this customer had to go through
so much to have this service completed. 
I do see that there were add-ons requested that were not able to be accommodated.  We are sorry if this was not correctly
explained to the customer. ...

When it is a
quality of life issue, as this was, we fully expect that we will be able to get
the add-on completed.  In this case, they
were just not able to find a tech in the area with time available.  The first day we were able to get for this customer
was 7/28/16 and sadly that day the customer was not available. 
The account indicates that we were able to get the service
completed on 7/30/16.   The technician was able to replace the remote
with the customer’s spare remote.  The
bed is in working order now.  If the
customer has any outstanding questions or concerns please reply through the Revdex.com
mediation service. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com,
I was
able to locate an account with one of the phone numbers provided showing this
customer information:
[redacted]
I was
able to dig further off of that information and locate a record of service
occurring on 01/17/2015 at the [redacted] address the customer
has communicated.
At this point I am unable
to offer further courtesy recourse (other than what we have already offered –
see below) to our customer due to the customer communicating that their sectional
has suffered accumulated customer caused damages within its environment.
Please see the notes below
from our record of conversation with this customer on 1.05.2016:
Christina called...connected to me by [redacted]
LAF LVST //  kick panel,
seam separation
RAF CHAISE //  seat cushion,
has a rip, no cause, denied by [redacted] due to no cause.                                      Entire
sectional - all backrests are flat.
[redacted] stated that both pieces has stains all over it from
kids.  Stains from around XMas, rip from
last night.
due to stains we have no recourse.
Offered new casings if available, she refused.
Above Comments Added By [redacted] On 01/05/2016 at 14:20
Bob's Discount Furniture prides itself on standing behind the merchandise we
sell in the event of a defect however, to remain fair to all of our customers
there are some scenarios where recourse is not an option.
Kindest
Regards,
Stephanie
** G.[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because:I am further outraged by their audacity to blame the customer for their unprofessionalism! Their actual response was, "If the customer has wanted everything to be in one shipment."Unbelievable! Who on earth doesn't want one sofa set in one shipment? I bought this sofa set for my Daughter but if this was for me I would have cancelled the entire order. After reading their response, I spoke to my daughter and she did confirm that she was called before the first shipment and informed that only the sofa was ready for Sept. 28th delivery but the final 2 pieces of furniture ,( the loveseat and the ottoman) would be delivered together on Oct. 14th. We were outraged that we had to wait for 2 deliveries but she really was tired of waiting so SHE agreed to the final delivery to be on Oct.14th. When the scheduled delivery arrived on that date with only the loveseat, She asked where was the ottoman and was told the manufacturer did not have any available and that it would be delivered on Oct. 21st but wasn't delivered until the 28th. At no time during the many furious phone calls we made to Bob's discount furniture and spoke to several managers whom all only offered apologies, did anyone offer to compensate us for the terrible service and inconvenience. I had to bring it up and was told we wouldn't be compensated until the final shipment but they would not tell me what the compensation would be. 
Sincerely,
[redacted]

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery 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 I am
not able to locate an account.
 
http://odrcomplaint.Revdex.com.org/ODRWeb/Revdex.com/PublishComplaint.aspx?Compl...⇄ /> 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 original delivery address for this merchandise or any
alternate phone numbers 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 excellent mediation assistance are not wasted.
 
Kindest Regards,
                                        ...⇄ /> Tracy Sanborn
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry for this concern.  The customer was notified on 12.3.17 that not all the items would be available.  They choose to do a split pickup.  The day of the first pickup was raining and the customer could have chosen to wait for the sofa and clear...

weather.  We are very sorry if the plastic was torn, the warehouse would not have seen this until it was brought up from the back.  We do not offer any additional discounts off our already discounted prices.  We do hope the customer will be very happy with their merchandise for many years.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because:  I am not closing my complaint.  They were wrong and gave us incorrect information all the way through the process.  My son specifically advised [redacted] that he would be charged $200 per hour outside of 2:00-4:00 window that was provided.  [redacted] indicated that compensation would be provided.  The amount that was given was not "accepted".  There was no getting past it with the employee I was speaking to and I told her so and that there was no sense in continuing the conversation because we were both just repeating ourselves. 
Sincerely,
[redacted]

Ms. [redacted],You have the queen size Bob-o-pedic [redacted] bedding; the "package" price for the set is $799, which you paid. If you were to purchase the mattress and/or foundation separately you will be charged the "retail (individual price)"; the mattress would then be $599.00 and the foundation would be $299.00. You will only be credited for the amount you paid.

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,
Gregory H[redacted]

Complaint: [redacted]
I am rejecting this response because: I reached out to Rowan on 10/12 and 10/14 in response to her message from 10/10.  During my initial communication with customer services on 9/23, I was not informed that filing a claim with my credit card company would nullify my scheduled pickup.
Sincerely,
[redacted]