Blue Ridge Travel

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]

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]

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 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:
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]

Good Day Revdex.com,
The depot has advised us that they have been
in contact with this customer and the customer has submitted an estimate which
has been accepted by both parties and the authorization has been given for the
check to be cut and mailed.  Per the
depot this agreement was reached on 6/2/16.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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]

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]

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]

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.

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]

Complaint: [redacted]
I am rejecting this response because: The company's refusal to acknowledge that the damaged products delivered goes beyond cosmetics (the sofa is missing springs and legs) and their devious practices, even in this complaint, have shown that they are cunning and untrustworthy.  As such, I will need the specific details of their offer with dates to close this claim.  Contrary to what the responder is leading the Revdex.com to believe that they are offering me to resolve this clam, the actual offer, as stated when I called the customer cr, is a partial refund in the amount of $900 with a $200 store credit, which they will return to me some time after they receive, ship, and log the returned furniture in their system (long after the 7 day response time I have to keep this claim open).  The actual offer the company verbalized to me over the phone is unacceptable because:1- I do not want the store credit and will never visit this establishment.  I am asking for a full refund in the exact amount charged $1,055.85, which includes a $99 delivery fee.  While the delivery guys did their job, they delivered what was given to them to deliver and I shouldn't have to pay for the company's trash removal services.  2- Should anything happen to go wrong once the furniture leaves my house, (and I don't trust the company wouldn't claim that it did even if it didn't), that is the cost of doing business for the company and what their insurance covers.  However, this offer places the responsibility on me and demands that I wait indefinitely for the refund until, if, or when they get around to it.   The company has had my payment since April 15, 2016.  I would like the full payment returned before or on the day of the now scheduled June 3rd pick up date.  3- I request that the next offer states exactly what the company will do and how they will do it.  I held up my end of the trade and shouldn’t have to do anything else.  The “customer care” is atrocious and the representatives can only repeat whatever they’ve been told to say.  Since they are not able to go off script or discuss the particulars, and since they can only read what’s in front of them and are unable to adapt or adjust the particulars, then I do not need to speak to them again.  If the company cannot return the funds by June 3rd, then I ask that they reply with an exact date for the exchange (preferable a Friday or Saturday pick-up day). If there absolutely must be a discussion, then I ask that the company contact me directly instead of asking me to call the company.Revdex.com, this complaint is beyond a refund to little ole me.  The company is dishonest, their policies are deceitful and their practices are predatory.  I beseech you to thoroughly investigate this company.  The quality of the furniture in the store is completely different than what they actual make and send to consumers.  The prices also reflect good quality furniture, as displayed in the store, but the actual goods delivered are made of different products and made less competently.  The absolute no refund policy is appalling.  The way the consumer is informed of this policy is intentionally misleading and purposely perplexing.  Lastly, this practice to place blame and responsibility on the consumer for the company's poor products is  demonstration of the verbal berating dissatisfied customers have to deal with. If this complaint with the Revdex.com is not the proper avenue to initiate such an investigation, then I ask that you direct me to the proper authorities. 
Sincerely,
[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

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]

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]

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

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: The store says that they have not been given an opportunity to handle the concern directly- this is not true. I have called the store directly before AND after contacting [redacted]. Both times, a customer rep told me that they (Bob's) are not in charge of the accidental warranty. They gave me [redacted]'s phone no. and directed me to call [redacted] directly.Additionally, an accident is an accident- does not matter if it happened in the first five days or a few years after the purchase. Bob's should not be selling these accidental protection plans for five years if they are not able to stick to their word. This was an accident and should be covered by the accidental protection plan. The only reason we bought the extra protection plan was because we have little kids and wanted to be covered in case of any damages.Please resolve this issue by sincerely helping us out and refunding/ replacing our furniture.Many thanks,
Sincerely,
[redacted] Desai

I have resolved complaint [redacted] to my satisfaction.

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