Blue Ridge Travel

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

I have resolved complaint [redacted] to my satisfaction.

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 for the concerns that this
customer has. 
I was able to review the photos the customer
submitted on the table damage.
Please see the attached picture that we have
included for your review on this claim.
This photo shows clearly there is...

a chip in the
glass.  This is not a smudge or dirt
inside the glass; it has sustained a chip on the edge of the glass.  This is not a manufacturing defect.  This is damage that occurred in the
home. 
We apologize to our customer that we are unable to
take responsibility for damages that are caused completely outside of our
control.
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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- We are very sorry if there was any miscommunication or misunderstanding.   Diana set this customer up for a credit.  I am not sure why the store had difficulty locating the credit.  This was written on 5.1.17.  I see that the customer is set up for an exchange on 5.13.17.  We will need to remove the pieces in the home on the day of exchange.  These need to be sent back to Quality Control for processing.  We would not be able to complete the delivery without doing the pickup.  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

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

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

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

Good Morning Revdex.com,
We are very sorry for the delivery not being completed
on the first scheduled date.  The team
reported to us that they knocked on the door and they were told by the young
man that they didn’t know anyone by that name. There are two possible
explanations.  Maybe...

the team was at the
wrong home or maybe a resident thought it was funny to send the team away.  With there being a chance the failure was on
the part of Bob’s we will offer compensation for the missed delivery.  
 We took many
steps to ensure that this would be completed yesterday 9.28.16.  This delivery has been successfully completed
at this time.  At this purchase was paid
for with a Gift Card, any compensation would be in gift card form.
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
As a token of apology for the missed delivery we will
offer a gift card in the amount of $75 for the failed delivery.  If the customer would like to proceed, they
can reply that they accept and we will process the necessary paperwork.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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
in January 2013 and at the time of purchase; the customer purchased the...

option
of [redacted] 
Through Bob’s this customer was covered for a period of one
year 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 manufacturer in this case offered a two
year warranty on the leather.  This has
nothing to do with the plan the customer purchased, it is strictly a warranty
the vendor offers on this set.  This
warranty period ended January of 2015. 
This has not changed. 
The other side of this warranty is through a third party
company, [redacted].  [redacted] covers the
merchandise for accidental damages. 
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. 
There is no report that the damage was the result of a
single accident.  This is then not
something that would be covered under [redacted] Leather peeling is an environmental
issue.  This comes from the way pieces
are cared for in the home.  It is not a
manufacturing defect.  I have attached care
sheets from two separate web sites showing that leather material peels when it
is not conditioned or is exposed to sunlight or a source of high heat. 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Tell us why here...

Good Morning [redacted],I am very sorry to hear you
have located pests in your product.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The bedding that you
purchased was a new product that was...

wrapped from the manufacturer. I can
imagine that this ordeal has not been easy on you, but the facts are that the
source of bed bugs are from somewhere other than new furnishings. These pests require
a human source to survive and they move around by hitch-hiking on people and
their belongings.
Unfortunately, bed bugs have
become widespread throughout the United States over the past several years due
to both a combination of global travel and the absence of effective chemical
treatments to deal with them. Please be aware that the presence of bedbugs does
not reflect on the cleanliness or otherwise of their environment – they can
survive and thrive wherever people reside, and they are most active at night
when they feed.     
   We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.  
Kind
Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry that this customer continues to be so frustrated.  We absolutely feel the customer is entitled to be compensated for the failures on our part.  The customer just needs to reach out to the store with the original credit card used to have that compensation processed.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com-
We are sincerely sorry for the issues this customer experienced.  I was the agent that reached out to the customer
after [redacted]eft at the end of her shift. 
We were able to get the team back to the home to complete the
delivery.  One chair was wobbly...

and we
have a technician scheduled on 11.4.16 to rectify that concern.  I will be reaching out to the customer directly
on 10.3.16 to ensure that they are aware of the time frame for the
technician. 
The delivery fee was issued back to the customer as a
corporate check.  This was mailed out
from our Connecticut Office on 10.25.16 as the customer informed us they no
longer had the original method of payment. 
We will be offering a Bob’s Gift
card once the service is completed and everything in the home is showroom
quality. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because:I purchased this seat to watch football games with my family comfortably. Half the NFL season is over now and still no cable. You have this seat on the floor of your showroom why can’t you give me a cable from one of them 
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry for the failures represented in this
complaint.  We do not believe this is the
experience that any of our customers should have to endure. 
We do absolutely offer compensation for our failures.  We do not however compensate for...

lost
wages.  We do believe in being fair across
the board with our customer’s. 
Compensating for lost wages would be showing preferential treatment towards
a group or groups.  We do base our
compensation offer on our failures solely. 
The refund of $150 has been created.  The customer must call in with the original
credit card used,  [redacted].  For security purposes we are only able to see
the last four digits of the original card used. 
We would need the entire card number to process the refund.  The customer can either call customer care
with the card in hand, or stop by the store.  
Once the card number has been entered into the credit the credit will be
released to the [redacted] card for refund. 
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 spoke with Tracy over the phone, they have issued a full store credit. We ordered our new couch yesterday and are more than pleased with how they handled our complaint. Tracy was wonderful and we are extremely satisfied.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Bob's can pull the conversation I had on the evening of 5.13.17 around 6:02pm with Cassandra where she said she would reschedule the delivery for the 20th between 7am-11am. I would like them to deliver the pieces on the 26th after 3pm and would like a refund of the items in question as compensation for the turmoil the Bob's team has put me through.
Sincerely,
[redacted]

Good Morning Revdex.com,
While we apologize that our customer is unhappy with their
merchandise, the service technician communicated a full report (we spoke to the
customer’s father as he was present in the residence on date of service) and
found that there were no defects present. This means...

that something happened to
the merchandise while in this home to cause the mechanism to look and act the
way it currently does. The customer has no record of attempting to file a claim
for damages thru the Guardian company for this occurrence since they were referred
to do so by us in May of 2015.
In an extreme effort to meet this
consumer’s demands for resolution we will make two (2) courtesy offers for
resolution (listed below). Should the customer wish to accept one (1) of these offers
they are able to respond via the Revdex.com or contact our Customer Care Offices at
###-###-#### (Mon- Sat -6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to have the
selected offer fully processed.
As this is a one time courtesy- It should be expected that for any
future occurrences of concern, on any other sales order, this individual
consumer is agreeing to adhere to the terms and conditions of their warranty
coverage and the determinations of Bobs Discount Furniture’s Service
Professionals. Our Service Policy is fully disclosed on the customer’s sales
invoice and provided at the time of sale.
Courtesy Offers for Resolution:
Option #1:
We will order the part needed for repair
and install it at no charge. Being that this is a mechanism order, we must wait
for the manufacturer of this product (overseas) to ship it to us directly
before we can ship it to the customer. As of today (9.30.2015) this mechanism
would take approximately 12-16 weeks to arrive to the customer after the order
has been placed.
OR
Option #2:
We will provide the customer with a
reselection credit so that they can return to our showroom and select a
different set - the following terms
apply to this option, should it be selected by the customer for resolution:
·        
The Goof Proof
Protection offers all customers a one time replacement within five years – this
would be considered that one time replacement and the protection plan will be fulfilled
on the sofa.
·        
We will provide
100% store credit for the Sofa (affected item) as originally paid per the
invoice.
·        
We will provide the
customer with 70% store credit for the matching loveseat (non affected item
with no concerns reported) based off the price originally paid per the invoice.
·        
We will provide a
pro rated credit for the protection purchased on the loveseat only– this prorated
credit will be for $99.99.
·        
The customer will
not be charged a delivery fee on the new sale
·        
We will expect to
remove the current sofa and loveseat the customer has possession of on the same
date we deliver the newly selected furniture
·        
This credit is
valid for two months after its creation
 
We look forward to hearing from the customer again so that we can
help them move forward from this concern.
Kindest
Regards,                                         ...⇄ /> Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison