Blue Ridge Travel

Good Morning Ms. [redacted],I apologize you remain dissatisfied; I was hoping that you would find one of our options acceptable. We will leave the delivery scheduled for June 27, 2015. I have contacted members of our quality control team to ensure that the table is inspected prior to delivery. I am hopeful that the next table will meet your quality expectations; in the unfortunate event it does not we will explore alternate options for recourse.Thanks,[redacted]

Good Afternoon Revdex.com-
We are very sorry for the miscommunication.  The team is not required to remove any
mattress that poses the possibility of a health risk.  If a mattress is soiled it must be wrapped
and sealed.  We have a team scheduled to
pick up the mattress on...

2.8.17.
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. I will return as a customer, and accept the gift card for $125. 
Sincerely,
Sheila S[redacted]

Good Morning Revdex.com-
We are sincerely sorry this has not been rectified at this time. 
We would like to offer as compensation the refund of the delivery
fee.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment [redacted] Once this is
completed and the credit card number is entered into the transaction the refund
should process back to you within 3-5 business days.
 
 
Anytime
after 10am and before 9pm Dial ###-###-####Press
the number one (3) on your keypad when you hear Bobs voice. 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]At
that point they will take the credit card information and complete the
processing.
 
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture

Good Afternoon Revdex.com- We became aware of this concern through another avenue, we have reached out to the customer directly to advise the customer that [redacted] did accept their claim and a store credit is available for the customer to reselect to other merchandise.  We hope that the customer...

will reply to the Revdex.com mediation service with their decision.  We thank the Revdex.com for bringing this to our attention. Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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.

Complaint: [redacted]
I am rejecting this response because:I have no interest in receiving a gift card for Bob's furniture as I will never purchase anything from them again.  As far as the delivery attempts go, they came on the wrong day after written confirmation that they would not be there (because we knew that and attempted on numerous occasions to convey that and have emails showing that).  Then the day they were scheduled for they did not call the [redacted] # nor did they enter the staffed lobby to attempt any form of contact.
Sincerely,
[redacted]

Dear Revdex.com,I called and spoke with Ms. [redacted] on, June 16, 2015 regarding the concerns expressed in the Revdex.com complaint. Ms. [redacted] explained that she purchased the furniture in 2012 along with the five year goof proof plan. The manufacturer warranty associated with the furniture items expired...

September 13, 2013. Ms. [redacted] says that while rearranging the bedroom furniture (2x)the dresser was damaged; she is going to attempt to file a goof proof claim, although I have explained the plan coverage and process (she admits knowing the day , hour and second of the damage- as well as how the damage occurred). I have agreed to schedule a service technician to visit her home,  assess the loose canopy frame and provide best effort service, if possible. The technician is scheduled to visit on June 23, 2015 and she will receive an automated call confirming the timeframe of the visit, one to two days prior.Ms. [redacted] is a former employee of Bob's Discount Furniture and understands that the actions above, are the only available options for recourse.Thanks,[redacted]

Good Afternoon Revdex.com- We are very sorry.   We understand that the customer is not satisfied with the amount of compensation that they have received.  We would not be able to offer any additional compensation.  Our rating is based on our willingness to try to rectify every concern, it is not based on the amount of compensation we offer to our customers.  Sincerely,Tracy S[redacted]Corporate LiaisonBob’s Discount Furniture Tell us why here...

Good Morning Revdex.com,
We have spoken with [redacted] directly and resolved her
concern(s) at this time.
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com and Angelique,
Please pass on our sincerest apologies
for the inconvenience the multiple deliveries and damaged product continues to
cause our customer. We can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are...

owed something
additional after their concerns have been resolved.
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. As
the retailer we have taken full responsibility for the damages that may have
occurred at the factory overseas or during the extensive transit the
merchandise endures prior to arriving to our customer.  We have rescheduled the service appointment
to coincide with the delivery that is scheduled for Tuesday 7.26.16.
We are sorry that the delivery team was not able to complete the delivery on
the original delivery date.  It is
difficult to guarantee that.  I am sure
the store believed that have covered all of the bases, but sometimes low
ceilings, tight corners, light fixtures and even smoke detectors make the
entire process a difficult one.  
At this time we are looking forward to completely resolving this customer’s
concern on 7.26.16 and should the customer be seeking a token of apology from
us they will be able to speak with our Customer Care Office once delivery is
completed successfully.  We will review
the account at that time and determine what we are able to offer. Compensation
is offered in the form of a Bob’s Gift Card.
Kind Regards,
Tracy S[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]   As a side note. The mattress was delivered by or on 3/7/18 however when I originally called to order the matress I was told by one person that it was available and a few minutes later I recieved a call from someone else that the earliest date that it would be available was 4/07/18 and was told that I could have a higher priced mattress by 3/7/18 When I refused the "offer" I was given the choice of"waiting" for the mattress which might become available before the 4/7 date or ordering the higher priced one.That does not sound like a regular sales practice it sounds like bait and switch.

Complaint: [redacted]
I am rejecting this response because:The response from Bob’s Furniture is not accurate. The 2014 call was setup by the store manager, since their Customer Service did not respond to my initial call in 6/14/2013.  Four store managers sent many emails to their Customer Service over a 3 year span. Your neglect to respond to does not give you the right to honor the Manufacturer’s Warranty. I was never told by anyone, that the Manufacturer’s Warranty is for service only. I was not given any papers on their warranty. Please send a copy of the Manufacturer’s Warranty showing it’s terms including that is only covers service and not parts. [redacted]
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry for the failed deliveries, the frustration
and delay.  The refund was processed on
2.3.17.  It normally takes 2-3 business
days to post to a customer’s account. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount...

Furniture

Good Afternoon Revdex.com- We are very sorry.   Salespeople make a commission based on selling the [redacted] plan.  There would be no reason for the salesperson to not push for the whole order to be covered.  The customer reviewed the purchase before signing.  If it was left off in error, it could have been corrected any time before delivery.We are very sorry; there is no possibility of covering the pieces that have been in the home for two years.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com-
We are very sorry for the inconvenience that this
customer has endured.  I understand that they
were probably very excited to get such a great deal, a huge discount on the
piece.  Then they got to the store and
you were told it was gone.  That was...

a
very unfortunate and unfair position we put them in.
While I can personally identify with a consumer’s need
for an apology outside of making the concern right, we have worked at a higher
level to make those requests happen. We
have made several very fair offers to this customer, all of which have
initially been refused.   We will stand
behind the customer’s choice of the offers that were made to them by our lead
Rowan.  They can accept the $75 gift
card, as they have already been refunded for the sale that was canceled.  If they do not wish to accept this offer,
they can reach back out to Rowan to discuss the other options that were
presented to them.  We will not be able
to offer a comparable chair.  That was a
special deal on a floor model.  It is no
longer available.   
We are again very sorry; we have no other recourse to
offer this customer.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Thank you for persuading this matter with bobs.  I was unable to bring to their attention how their customers were being treated. Thanks for your help.  [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,
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 have honored the customer’s request for a refund of the
delivery fee ($229.99) as a form of our apology.  In addition to this, due to the added issue of
the customer having to go to the store to pickup the foundation, I would like
to offer an E-Gift Card in the amount of $100. 
We do not normally offer an additional compensation beyond refunding the
delivery fee, but I do believe this customer is owed an additional apology.
Kindest Regards,
Tracy S[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. But as a response to ur statement about ur research I did mines as well. You use the same truck u transfer people old furniture with the new furniture I did not say it was in ur beds I said u brung them there eithed off ur truck or storage they came with ur beds. Im very sadden that u do not take responsibility for ur action. However going back and furth with u and Revdex.com is not getting me no where I will do further action between court and my lawyer. This all could of been over and done with if u take what ya done seriously. I been tired and sick over all this and im done with it. Have a company u trust to give u good serious only to turn around give me bad service and not take action to prove to there customer that there great. Please refund deliver fee to card when u do I woll print that out to show that ya did that in court but u will be paying for this extermenation thank u. I'm 
Sincerely,
[redacted]

Good Morning Mr. [redacted]
We are sincerely sorry that as a first
time customer your experience went so wrong. 
This is not the normal experience our customer’s have. 
Your comments regarding the service you received by our
delivery, customer care, and at our store are very...

important to us. We want
customers to love shopping with Bobs, so your report of a disturbing experience
with our associates is a serious concern for us. It is inexcusable for anyone
to speak to you in a less then respectful way during any of your delivery,
sales, or customer care interactions. I know it is upsetting when someone who
should be serving you is disrespectful and we do hope you can accept our
deepest apologies. You deserve only the best service, especially when you visit
Bobs. We have begun addressing the obvious coaching concerns you have brought
to our attention within our staff and will take the appropriate action.
We value each and every customer’s purchase whether it is
constructed from a small or large monetary amount and recognize everyday that
our customers are the most important part of our business. We have built our
business one customer at a time with core values like diversity, community, and
integrity. We offer so many different purchasing options to every consumer so
that we may have the opportunity to serve all customers alike with the brand we
believe in; we do not value one purchasing option more than another.
We do have a different account from our delivery
team.  The tracker on the truck places
them at the home at 12:25.  The driver
reported that as he approached the door, a gentleman working on a car in the
driveway advised them that no one was home. 
The team then called in to us.  Was there someone at the home working on a
car?  Can you forward me the footage of
the team in the driveway? Obviously if our team is not reporting stop accurately
that is another issue we must address.
We apologize again for the impact our
failures have had on your valuable time and thank you for bringing the coaching
concerns we have to our direct attention.
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture