Blue Ridge Travel

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]

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...

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]

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

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-
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.  Really, what other option do I have to get anything further from this awful company for compensation...
Sincerely,
[redacted]

Good Morning Revdex.com,
Our records depict that
this sectional was delivered on 11.03.2013.
In regards to the
allegation that our agent ‘Jared’ approved a courtesy part order I am currently
working with our Workforce Management Team to locate the call recording between
this customer and...

‘Jared’. I will respond to the Revdex.com once I have the findings
from our Work Force Management Team on this request.
‘Jared’ did log several
notes from this call, as did the other agent ‘Sarah’ that is also referenced in
this posting and I am confident in both of these agent’s abilities to properly
log their phone calls. Please see the documentation we have provided below as
this illustrates that our business informed this customer that they could
purchase the parts at their own cost, not that we would be taking ownership to
do this for them. Please also note that if the customer has experienced a
denial for a claim they made thru the [redacted] company (a third party company)
this is a concern that would need to be addressed directly thru the [redacted]
company and not Bobs Discount Furniture.
[redacted]
customer is very upset
that [redacted] and myself via photo review the damage to this set is not
consistent with mfg damage there is wear and tear and rips on cushions it is
not cracking and peeling bonded leather as this is not a mfg defect we have no
recourse other than to purchase parts customer extremely hostile and
threatening every imaginable action against bobs. submitted second voice.
Above Comments Added By (
Jared [redacted] ) On 12/03/2015 at 18:17
spw ricky, stating Jared
apvd part order for 2 seat casings sofa for ripping, was denied by gp for not
punctured, and Jared said we will comp him the 2 seat casings that is contrary
to what is noted above, says that conversation took place befor the one dated
above says was in november before thanksgiving, when I mentioned above convo
noted cust stated yes that took place and no one ever called him back but in
the convo instead of no recourse was told curtsy part order, offerd cust purch
part order and no curt part order, cust then started yelling and swearing
stating he is going to sue us all for fraud because he bought gpp and this
should be covered by that and he is going to file a complaint with consumer
affairs and his wife is an attorney and she is going to sue us, and he is
going to include my name and everyone he has talked to so he can sue us individual
Above Comments Added By [redacted] ( Sarah [redacted] ) On 02/05/2016 at 13:05
At this time we have not
committed to offering any recourse to this customer as a manufacturing defect
has not been determined as present within this furniture. Per the sales
receipt our customers commonly sign at the time of purchase- our business is responsible
to offer recourse for factory defect concerns under the five year plan that was
purchased.
If the customer would like
to have their concern with these seats reviewed at this level of Customer Care
we respectfully ask that they post the associated pictures they have to the Revdex.com
and we will review their photos with our Service Management Team to determine
what, if any, further recourse we are able to offer this customer.

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

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]

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

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 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...

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 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...

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

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]

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. I will return as a customer, and accept the gift card for $125. 
Sincerely,
Sheila S[redacted]

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]