Blue Ridge Travel

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]

Good Afternoon [redacted],
I’m sorry to learn that you are experiencing any concern with your
products and the Goof Proof plan you purchased for them. Our records indicate that
on 9.10.2015 (prior to receipt of this Revdex.com claim) we set up a service call for
you that took place on 9.15.2015. Our...

technician’s report indicates the
following conclusion from that service:
1212-1226pm
per tech Harrold -
swivel rocker – the left side facing and right side facing edge is
peeling along the edges, this is from the customer having chair too close to
the wall and its starting to peel cc/good no reparable
Sofa-the left side facing and right side facing seat cushion is
fading, able to touch it up mfg. /good and complete
Above
Comments Added By SWISE ([redacted]) On 09/15/2015 at 12:37
In regards to your dresser concern I ask that you
submit photos of the item via this Revdex.com channel and indicate what the “staining”
is actually from. Your Goof Proof Plan (as its name depicts) is designed to
cover most occurrences of one time accidental damage. With your photo
submission and report of what happened we may
be able to assist in disputing the denial you received from the [redacted]
company.
Kindest Regards,
Stephanie G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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]

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 think that it is pretty clear that bobs Discount Furniture is not concerned about future business or reputation offering only a store credit. Which forces my hand at doing business with them again. I am appalled by the lack of professionalism and unwillingness to make things right. I do not plan on doing business in the future and do not require a store credit. I work too hard to spend money at such an unprofessional establishment. Allow that $75 credit to go towards a better trained staff
Sincerely disgusted,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]when I was in the store I was told any type of scratch would be covered  i was told no need to worry but when it comes to fixing scratch it not covered because it is s diliberet act I disagree it was a accidental scratch that you are not gonna even come and look at much less repair.Money was taken from me for a service and now you dont want to provide that service.No one dilibritly trys to scratch a table they are done accidentally. I am not satisfied and would like a refund  i will fix table myself[redacted]/portal[redacted]

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 that we were not able to
make this right and the customer has chosen to cancel much of their order.
The store has made the...

necessary corrections and
cancelations to the order.  They have
tried to reach the customer but were unable to leave a message.  Due to internal security we are only able to
see the last four digits of the card that was originally used.  In order to process the refund we would need
the customer to call or stop by the store with the credit card [redacted] ending in [redacted].
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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

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,
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.
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]

Good Afternoon Revdex.com- We are very sorry.  We do feel that the delivery team failed this stop.  We are glad that it was finally delivered and seems to be without issue.  We would like to offer to refund half the delivery to Wells Fargo due to the failure of the team.  We are very...

sorry the customer was inconvenienced.  Once the customer has accepted the offer through the Revdex.com, we will release the credit of $110.00 back to the customer's [redacted] account.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because: How can something like this happen if it is neither accidental damage nor manufacturing defect.Which are mutually exclusive and a frame to be broken??
Sincerely,
[redacted]

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
colleagues.  We have set up the
reselection and the exchange that the customer has...

requested.
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

Complaint: [redacted]
I am rejecting this response because:I'm still waiting a response from Bobs pending a reasonable offering about the issue on hand. Thanks 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: First off we purchased a no fault warranty, the tech never said that the bolts were stripped and simply stated that the cause was due to how the chairs were made and that this would continue to happen. The warranty states that if the chairs can not be repaired then they will be replaced, so replace them. Second, if your poorly made product has the tendency for the screws to be stripped with tightening them over several months then you as a company should have at least put the chairs together to insure that they were properly put together. When we picked them up, they were in a box, in pieces. 
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-
Due to the nature of this complaint, we have reached out to
the customer directly to discuss our offer of resolution.  The customer is considering our offer and can
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

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

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...