Blue Ridge Travel

Good
Afternoon Revdex.com,
Please pass on our sincerest apologies
for any type of confusion present during the time of this sale. We will
certainly address the allegation made directly with our sales associate and
this retail location. The policy and procedures page (commonly signed by...

the
consumer before the close of the sale) outlines that we do not offer a refund
on orders once they are delivered or picked up.
As our customer asserts that the
merchandise was being returned due to it not fitting into the space properly we
are happy to offer the customer a store credit for the price paid on the
sofa/chaise kit so that they can visit one of our showrooms and re-select to a
different item that will suit their needs better.
In addition to this offer we will
further apologize to our customer by proposing to cover the cost associated
with delivering the new selected item and removing/disposing of the current
item they have on the same date.
Kindest Regards,
Stephanie A. G[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 10.28.16 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.  We are very sorry for the damage reported in January 2018.  We scheduled a tech to the home and the tech found the damage to have been caused in the home, there was no manufacturing defect.  The tech offered to rectify the concern and the customer refused.  Service is always our first option.  The agent set the customer up for a return authorization for re-selection on the merchandise.  When the team went to the home, the customer had discarded the merchandise. No one had advised the customer to do so.  We are very sorry that the customer made the decision to get rid of the merchandise.  All pieces set up for return must go back to our quality control department for inspection.  I do believe that any retail company, when replacing damaged merchandise, requires the return of that merchandise.  We gave the customer a courtesy return authorization for re-selection.  Without the merchandise to take back we would not be able to make the delivery. Kindest Regards, 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 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...

Good Afternoon Revdex.com-
Due to the intricate nature of this complaint, we have
reached out to the customer directly to discuss the issue.  The customer has advised that he did receive the
refunds to his accounts.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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] I was notified today from a representative from property claims at Bobs that they'll will reimburse full amount of my sofa. Thank you

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,
Please pass on our apologies to our customer, we care very
much for all of our customers and seek to resolve any merchandise concern(s) in
a manner that is fair and adequate with respect to warranty coverage. Please
note that the merchandise cost for this set totals at...

$1,248.00 (including ottoman) per the
customer’s original invoice.
Please see the attached pictures (2 Pages) that we
have included for your review on this claim.
These pictures were taken by our technician who
visited the home on 7.10.2015 and explicitly show several spots of in home damage
present on this sectional. We do apologize to our customer that we are unable
to take responsibility for damages that are caused completely outside of our
control. Bobs Discount Furniture offers direct coverage against manufacturing
defects under the protection plan and these markings (that are away from the
seams) do not stem from any defect in the workmanship of this product.
 The photos
also depict that the toss pillows (accent pieces that we include with this set)
have areas where the seams are coming apart or the material is fraying. The
customers account reflects that we spoke with the customer and set up a part
order for three new toss pillows in order to rectify this concern.
As a business we have directly resolved the manufacturing
concerns with the toss pillows, we are unable to offer direct coverage for
customer caused/accidental occurrences of damage.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

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...

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their experience with us.  We are very sorry if the agent handling the
call did not represent Bob’s in a professional manner. 
While we would not be able to offer a...

refund on this piece, it has been in the
home since February and has not been determined to have a manufacturing
defect.  We would be willing to offer a
Bob’s Gift Card for the amount of the purchase which was $60.  If you accept this offer we will have the
gift card processed and emailed to you at the email address on this
complaint.  The bed frame can then be
kept or disposed of.
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I have been able to reach out to someone in the company and everything was able to be adjusted. I am happy with the outcome and I thank you for your help.
Sincerely,
[redacted]

Mr. [redacted],I have attached a copy of your original sales invoice, which reflects $99.99 was paid for the goof proof protection. If you have any documents that reflect $199.99, please forward them to me so that I may correct your refund amount.Thanks[redacted]

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]

Complaint: [redacted]
I am rejecting this response because:Dear Revdex.com, The statements outlined in the response from the Bobs Discount Furniture Rep simply are not true.  "The pickup was completed on 4/24/17" - The mattress was physically picked up from my home on the 17th of March... it took 5 weeks for the company to "complete" the pickup?  I think the issue here is that Bobs keeps making statements then contradicting them or making arbitrary statements that simply are not true; examples of this can be seen in my original complaint message.  I received a call on 4/24 from Tiffany from the [redacted] Bob's store verifying where my check was to be sent.  I returned the call and confirmed my address, which is different from the mattress pickup location.  In the most recent communication to the Revdex.com, Bobs stated that they will be sending the check where the mattress was picked up; which is a problem - it should be sent to the address I have been asking it to be sent to for the past 5 weeks.Seeing as this is approaching the 5th time I'm being told my money will be refunded, I do not remain optimistic. 
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

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- 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...

Complaint: [redacted]
I am rejecting this response because:we feel that they are providing us with a minimum resolution to the problem. The customer service representative stated there was an alternate escalation team at their which was not used on Wednesday by their customer service representatives. We have been left with I furniture our our young child to sleep on and have been given a next delivery date of a week away from the original promised date. This does not satisfy or recitfy the problem caused by the deceitful delivery practice. It's is unacceptable that they cannot find the way to correct a delivery which was never made by their dishonest employee. I am happy to share the video footage as proof of their actions!!I have asked Stephanie to review their offer and consider a discount or gift card as compensation for such a poor business experience and await a response!!!
Sincerely,
[redacted]

I think Bobs lies and is crooked. I will take credit and NEVER go there again!!
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 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: 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]