Blue Ridge Travel

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]

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

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]

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.
[redacted]
 
I tried responding via the Revdex.com, but for some reason it would not allow me to do so.
 
I am in receipt of your response, and I thank you for your time.
 
Although I now know the full policies and procedures; I feel that with my poor treatment from the technician, customer service, and Guardian, that this was my only option to voice my true concerns about the situation.  With that said, I am also a very reasonable man and accept your gift card offer of $207.18 so I can acquire a new table and chairs for my family.  I understand that this offer was more than what was required by you and Bob's, and I do appreciate your time and effort looking into this.  Consumers like myself have very few channels available to us when situations like this come up; my personal opinion is that this was not your typical "out of the box" type of issue, thus needed greater attention.
 
Anyway, thank you for your time and I appreciate the offer.
 
That can be mail directly to me at [redacted]  Once it is received, I will consider this complaint resolved.
 
Please feel free to share this communication with the Revdex.com, as I was not able to use that channel in the correspondence.
 
Again, thank you
Sincerely, [redacted]

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...

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]

resolved
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]

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 Afternoon Revdex.com,
We are very sorry that this customer is having difficulty understanding.  If they had any questions they certainly
could have reviewed the policy with the store before signing the sales order
and completing the sale. 
It is clearly stated that you can only receive a refund before you
take possession of the merchandise. 
After delivery we are happy to discuss other available options, after delivery
a refund is no longer an option. 
We see that the new merchandise was delivered into the home
4/12/16.  We hope that the customer will
be happy with the new delivery.
 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Complaint: [redacted]
I am rejecting this response because:This is not acceptable to me I will bring the furniture back to your store full refund. 
Sincerely,
[redacted]

Good Morning Revdex.com,
Please pass on our sincerest apologies
for the multiple failures that occurred to cause our customer to become so disappointed
in us. As of 6.26.2015 this account reflects an interaction with one of our
Customer Care Leads and the customer’s requests have been met. At...

this time we
consider this complaint closed and apologize to the customer once again for any
and all inconveniences that we caused.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with [redacted] to
rectify...

the situation and reach a satisfactory outcome. Compensation has been
offered and accepted as a refund to the Wells Fargo account.  Audrey will be watching the order until the
last piece has been delivered.  This
delivery is currently scheduled for 1.13.17.
 
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

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.

These are two documents to back up my claims.  In the initial walkthrough from 1-29-2013, you will see that the carpet is listed as a no fault item and remarks are written in that it is worn and stain.  Their rep Brad H[redacted] wrote this. On the exit walkthrough from 12-30-2015 the same...

person Brad, also wrote down that the carpet was a no fault item again.   Both of these items match.  So how can I be charged to clean the carpet?  We cleaned it with a shampoo machine the best we could.  It was too worn and dirty when we moved in just as the original walkthrough stated.   Also, on the exit walkthrough from 12-30-2015, no mention is made of the missing mailbox.  We did not have a mailbox when we moved in.  We were told that Autumnwood does not cover mailboxes or garage door openers.  So how can I be charged for a mailbox that I bought myself?  The lease also stated that I must remove any items that I added when I move out. So I removed the mailbox so as to not violate the lease.   The exit interview that was written on 12-30-2015 was also the day that I turned in the keys.  I was not responsible for any billing after this date from utilities.  Brian K[redacted] at Autumnwood ashured me of this.

Good Afternoon Revdex.com- We are sincerely sorry.  We were able to review the pictures the customer submitted on the rails.  We do not agree with the denial.  We believe that the damage was the result of a manufacturing concern.  We have set up the bed for a reselection.  Unfortunately, the vendor is no longer offering this set, so we are not able to replace it with the same merchandise.  The reselection credit is in the system now and will be active until March 1, 2018, at which time it will expire.  The reselection is for the bed only, the customer can go back to the store and chose new merchandise, the store will schedule the new delivery with the pickup of the [redacted] bed at the same time.  There will be no new delivery fee charged for this.   The offer would fulfill the Goof Proof on the bed only. If the customer has any questions they can reach out to customer care or the store for more information.  Reselection credit # [redacted] Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because:Through the whole process Bobs has separated themselves from the issue. I asked several times to speak with an upper level manager with Bobs to expedite the claims process and for a quick resolution to my house damage, Each time I was given an excuse as to why I couldn't speak with anyone. As a result of the lack of communication from Bobs I was forced to perform all the leg work in getting my house repaired, I had to deal with the insurance company and the cancelled policy. I have over 30 hours of my time and effort into getting a resolution to the damages Bobs contractor caused to my home and didnt carry insurance to cover.I was forced to hire legal counsel of which all fees are out of pocket in addition to my damages.  I was afforded a claim representative named Susan, She was as helpful as she could be with her limited ability to make decisions. After finding out the contractor had lied about insurance and somewhere near the end of my negotiations with [redacted] Susan said she had the ability to offer me 30% off my purchase, that was the maximum she was allowed to offer, The offer was never presented as a payment in lieu of my getting my house fixed but as a statement from Bobs as to how I was treated and how the whole situation had been handled. I told them I would like to have the 30% and the delivery fee waived, She said she didn't see why that would be an issue but would need to get approval for the additional discount. Upon finally getting [redacted] to offer a reasonable solution to the damages I called Bobs to tell them we were getting close to a deal and that I would need Bobs to initiate the discount. At that time I was Told by Susan that the deal was no longer being offered that was in Lieu of me getting my damages paid. That declaration shows just how poorly this situation was handled. I have a lot of time and additional fees into getting a resolution, I am not letting Bobs off the hook free and clear, When you make poor decisions in business and align yourselves with contractors that don't carry liability insurance and refuse to assist your customer in remedy of damages it will cost you money. I will consider this case resolved when I receive the 30% discount and delivery fee waived that was offered. I have an offer on my desk from [redacted] that I will sign if Bobs carries out their end of the deal. If Bobs does not honor their word I will take my attorneys advisement and proceed from there. Please let me know of your decision quickly so we can get this matter resolved. 
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. 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]

Complaint: [redacted]
I am rejecting this response because:Hi Tracy. Thank you for your response. It seems as though you have not read the full complaint. I have reached out before but I have not been helped which is why I went though the Revdex.com. Please advise. Thank you!
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
July 27th.  It seems that all Bob's is messaging, I'm so sorry for your experience with Bob's, please send photo's. When I first called, they asked me many questions where the leather was coming apart. On top of the chair from the seam. They asked what color the chair was, responded black. Then she told me take pictures and wait for my email from Bob's. She also stated from where the leather was coming apart they would most likely replace it.Well I waited four days and no call. Why?  Then when I call a second time, I was told it was wear and tear, they didn't even ask or want to know about the photo's I took.  I was told there was nothing they could do. So now, I want a tech to come an inspect the chair, and the tell me this is from normal wear and tear, remember this set is only 5 months old.I don't want to here how sorry they are , just replace the chair.  No one seemed to care when I called ,until I wrote a complaint. Let's see if Bob's follows their own policy.  Thank-you
Sincerely,
[redacted]