Blue Ridge Travel

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

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

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 [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

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

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...

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

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]

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.
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry this was not completed on the first
attempt.  The second team was able to
complete the delivery and we have received no further concerns from the customer.  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-
We are very sorry. 
The close of the building restriction window was noted in the account as
5 pm, there was no noted start to a building restriction window.  We do see at this time we are scheduled for
the exchange on 12.1.16 with an estimated window of 1230-430pm.  We also have noted in the account notes our
approval for the compensation to be offered back to the original method of
payment if this customer prefers that over a Bob’s Gift Card.  The amounts we have approved are noted in the
account and with the expectation that the exchange will be completed without
issue on 12.1.16.  As we are only able to
offer the compensation after the delivery is completed, we ask the customer to
reach out to customer care once the exchange is completed to the customer’s
satisfaction. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because:While the attachment is the extra protection I received, when I called I explained to the representative on the phone why I was calling. I told her it was becauae my cushions went flat. I wad told I was still covered. When the technician came to my house said I was still covered. The technicIan go on the phone with the office and then the office decided I was not covered for this anymore. Yes I was offered to purchase new seat cushions however why did 2 employees tell me I was covered? I would not have wasted my time or the technicians time coming to my house if I was not covered. I'm not asking for a new couch, I'm asking for the cushions to be replaced.  It is not much to ask for
Sincerely,
[redacted]

The manager gave his apologies  and allowed me to exchange for a smaller couch. He was wonderful. Thank you again. 
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,
We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s.  I see the purchase was made in September
2011.  At the time the sale was created
the customer purchase Goof Proof....

  This
merchandise was covered by manufacturing warranty for one year from delivery by
Bob’s and the Goof Proof covered the piece for five years for accidental
damages. 
We sent our technician to the home for a
Best Effort service.  This was offered as
a courtesy.  The manufacturing warranty
expired in September 2012.  The customer reported
to us on 1.21.17 that the recliners were not reclining and the cushions were
all sagging.  When the tech went to the
home he found several issues with the pieces. 
Best Effort service does not include parts.  The tech found that the mechanisms need to be
replaced and pull chords on the recliners need to be replaced.  These would need to be purchased by the
customer as there is no remaining warranty. 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison

Good Morning Revdex.com,
We apologize that this customer is so unsatisfied with our return and
cancelation policy. We try very hard each day to honor our customer’s requests
to the best of our ability while still seeking to balance the needs of our
business.  The second page of the sales...

invoice, which is routinely signed
by the consumer prior to leaving our retail location, has clear and concise
information regarding our refund and cancelation policies.
The first line listed under ‘Refunds and Cancelations Policy’ indicates why we
are unable to take back the power bed bases. 
REFUNDS AND CANCELLATIONS POLICY
You may request a full refund on orders
for stocked merchandise at any time up until the time we deliver the
merchandise to you or until you pick it up.
As a business we have not failed this customer, we delivered the merchandise
that this customer selected in the condition we promised. Our policies are
clearly notated on the documentations the customer was provided and we respect
the authority of these policies and procedures in honor of keeping all
resolutions fair and adequate for all consumers alike.  
The tech did report to us that there was a malfunction
within the remote, which we replaced, that was the only defect he found.  We are sorry if he was not dressed in a
professional manner and that he forgot to put the mattress back onto the
foundation, I am sure if the customer had mentioned it he would have put it
back, it was just an oversight on his part.  If the tech had found a manufacturing defect
that was not repairable, we would have offered you the reselection of exchange
as the agent had mentioned.  He found no
such issues.  Our techs are extremely
well trained and know how to access the merchandise.
We do appreciate the mediation assistance of the Revdex.com and apologize to the
customer again that we have no further recourse to offer relating to this
concern.
 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Afternoon [redacted]
I don't blame you for being very upset with us and on behalf of Bobs Discount
Furniture I extend my sincerest apologies.  I know and acknowledge how
unpleasant this entire ordeal has been for you and while I know this is your
Bobs experience I assure you that...

we would not be continuing to grow if all our
customers were met with so much disappointment during such an important
purchase.
Our records further indicate that your refund was fully released from our
internal systems over this past weekend and officially the next day for banking
business wouldn’t have occurred until that following Monday (4/25/16). I can
certainly understand the immediate need to have your funds back on such a large
purchase like this and I feel terrible about any delay that may have occurred
in between our release and your bank’s (or the bank the credit is thru)
reallocation of these funds. Normally we provide customers with a 5-7 business
day estimated complete processing time because of the fact that even after we
release these funds there is another
party involved in getting these funds back to you.
I would expect that the funds be completely reallocated to your
method of payment by this Friday (4/29/16) which would meet our expectations of
a maximum seven business day processing time, if this is not the case, please
feel welcome to respond back to us via this Revdex.com channel and we will preform
more extensive research with our Accounting Department.
Once more – the funds have been completely released from our end
and at this time if you are still waiting on the refund it is due to the
processing time associated with the bank your card is thru.
I apologize again for the inconvenience our failures caused you and genuinely
hope that you will provide us with another opportunity to earn your trust back in
our business in the future.
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.
I don't understand what they mean by giving me $49.99 by crediting my account because I don't have an open account with them.  It is sounding like they want to give me a store credit still.  As long as I get my $10 back I don't care in what form of payment I get it back but it will not be a store credit.
Sincerely,
[redacted]

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 that this customer is regretting the
purchase.  In this day of internet usage
and posts it is very easy for customers to post negative comments.  Less then 3% of our deliveries are reported
to have had concerns or failures.  Bob’s
delivers approximately 4500 to 5000 deliveries a day.  We do recognize that our excellent record
does not make those that we have failed feel better.  We do make every effort to try to make it
right on every failure, every time. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture