Blue Ridge Travel

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]

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 to hear that Maggie has not
lived up to the customer’s expectations. 
I see that this customer has already...

spoken with my
colleague and it appears the customer has reached an agreement with
[redacted]  The customer accepted a partial
refund on the sofa.   
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in 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]

Complaint: [redacted]
I am rejecting this response because: i reached out to Bobs Discount Furniture and have only been offered a small amount of compensation which I believe is not satisfactory 
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are very sorry if there was any misunderstanding.  The purchase of the fireplace and bunk bed on had the Goof Proof Plus applied to the fireplace.  The charge for Goof Proof Plus on the sale would have been much higher if the customer had covered the bed.  Our salespeople have a scorecard that is used as incentive for their positions, the salesperson would have benefited in the entire order having Goof Proof Plus coverage.  The salesperson would in no way benefit from it not being applied.  The customer had the opportunity to review the sale, which clearly indicated which items would be covered before singing and paying.  If they had wanted the bed covered by Goof Proof, it could have been applied and the charge paid. We are very sorry that the customer is frustrated and continues to call requesting service.  The only service that can be provided at this time is on the fireplace.  IF the customer would like other pieces serviced it would be at their expense.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because:It had nothing to do with the set being hoisted because the last set they tried delivering to me was brought damaged. I went down to the truck to look at the set before they brought it up into my house & there was seem separation, tears in the bottom & the structure wasn't even sturdy. The set that's in my house that they hoisted into the house is not symmetrical & that has nothing to do with it being hoisted. Not to mention if your workers were not allowed to hoist it up over a balcony theñ they should have said something prior to doing it & they NEVER did so I am looking for a $200 credit & free delivery of the couch I decide to go with. I am not the only person that has issues with this set there have been multiple complaints & all of your employees that have come to my house have told me this information.  
Sincerely,
[redacted]

Good Morning Revdex.com and [redacted]
We are very sorry for the delivery issues this customer
experienced.  All of the calls that come
into our call centers are recorded.  I
was able to listen to the calls that were placed by the team, while they were
at the customer’s home.  While I can not
be aware of what occurred between the customer and the team before the call was
placed, I could hear the situation was very escalated.  Due to the nature of the conversation that
took place between the team and the customer, while they were on a recorded line,
we have to support the team and the concern they had for their own personal
safety.  It is regrettable that the
situation escalated in the manner it did, we would not wish that to be the
delivery experience for any of our customers.
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry for the concerns expressed in this complaint.  We do see that the delivery took several attempts to complete.  The customer was offered and accepted compensation for this inconvenience.   The part order was placed.  This vendor...

typically requires about 72 days fulfilling part order requests.  This order was placed 3.11.17.  The part should be in this week.  As far as any additional compensation, we would not be able to offer any additional compensation until the customer is satisfied with the merchandise in the home.  Once all pieces are functioning properly, no open part orders or service requests, the customer can call into customer care and request an account review for compensation.  As the customer is already aware, we normally offer this compensation in the form of a Bob’s store credit.  In this customer’s case, I will notate the account, that once everything is completed, we can offer the compensation as a refund to the [redacted] account.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com-
Due to the intricate nature of this complaint, we have
reached out to the customer directly to discuss our offer of resolution.  We are waiting for the customer to reach back
out to discuss our options and will reply back to the Revdex.com mediation service
once...

discussed. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the poor
experience our customer cites to have endured.
As of 9.10.2015 the customer account was updated with a
reselection credit and there is a new sales order pending for this customer.
At this time we consider this...

concern resolved, please have
the customer advise us if any other assistance is needed at this time.
Thank You,
Stephanie G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are sincerely sorry that the bed was not delivered.  Every delivery failure is a failure on our part.  We know that when it is a purchase for children, it is especially difficult.  We leave parents having to explain why the new merchandise, the children were...

undoubtedly excited about, is not coming, often when the parents have no explanation to give.  We are very sorry that we have caused this frustration for this family.  The customer should have been informed before the date of delivery that there was an inventory concern.   They should have been provided with option.  We are sorry we failed this customer.  The refund has already been processed.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good
Afternoon Revdex.com-
We certainly apologize to this customer for how long this has
taken to correct and that they were forced to make so many calls.  Looking into the account I do see that this
has already been set up to exchange on 3/19/16. 
If the customer has any other...

questions or concerns please let us know.
Kindest
regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture

Good Afternoon Revdex.com-
We've reviewed current research and have consulted with
professional, and knowledgeable, entomologists who have cleared up a lot of
misconceptions about these insects.
 
People often correlate bed bugs with furniture yet we are aware of
no research that would even suggest that bed bugs originate from new
furniture.  According to the Centers for Disease Control
("CDC"): "Bed bugs are usually transported from place to place
as people travel."
As a result, bed bugs are commonly found in areas such as college dormitories,
nursing homes, movie theatres, hotels, multi-dwelling housing and they can even
go undetected in a home for months hiding in/under carpets, curtains and
wallpaper. The CDC’s government website will provide you with additional
information regarding bed bugs.
http://www.cdc.gov/nceh/ehs/topics/bedbugs.htm
 
While we can appreciate [redacted] concerns, please rest assured that Bob’s
Discount Furniture takes great pride in our reputation and record for
delivering quality products to our satisfied and loyal customers.  Any
claim that the source of bed bugs was a wrapped new furniture product is
plainly without merit.
We had the pieces inspected when they returned on the truck, there
was no evidence of bed bugs yet we had the pieces destroyed as a
precaution.  We do take every possible
precaution to ensure our customer’s are protected. 
In an effort to try to make this right for the customer we are willing
to refund the delivery fee from this purchase. 
We can either refund the $129.99 to the visa card used or as a corporate
check.  We would not be able to extend an
offer for a discount on the purchase. 
I am so sorry
that you have to deal with this concern and I apologize again that Bobs
Discount Furniture is unable to take responsibility for an occurrence that was
not caused by the furnishings you purchased from us.  
Kindest Regards,
Tracy S.
Corporate
Customer Care Liaison
Bob’s Discount
Furniture

Good Afternoon Revdex.com,
Please pass on our apologies to [redacted] for the inconvenience
the delivery team’s negligence has caused and may continue to cause to she and
her family. We assure [redacted] that his property claim has been correctly filed
with the third party trucking company involved and we...

will ensure the obvious
coaching concerns presented are addressed accordingly.
As [redacted]’s property claim is being handled by the trucking company
that caused the damages, [redacted] can expect follow up from that third party and
not Bobs Discount Furniture directly. Per our contractual agreements with this
trucking company they are responsible to process resolution on their claim
prior to Bobs Discount Furniture asserting ourselves into a situation where it
is most likely unnecessary.
I have sent a message on [redacted]’s behalf to our Delivery Managers
and the trucking company involved in this claim to please contact him as soon
as possible.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because:Thank God they were not Bedbugs but another type of bug that infests in the wood for long periods. I do not agree with your statement that it was  delivered  brand new from the manufacturer. When the mattress was delivered. it was removed out of your truck and placed outside on the street leaned up against a car, while the delivery person came inside and set up the bed frame. It was NOT sealed in a plastic bag as was the mattress when it was brought into my home. Enclosed please see the attached report from the exterminator which cost me $351.41. My whole bedroom had to be fogged with chemicals as they have been living inside of my foundation for quite some time now and just beginning to hatch and multiply.  These were Carpet beetles that were infested inside of the wood of the foundation. I still have to have the Carpet steamed and wait additional 30 days to have a followup call.  This Mattress and foundation were HAULED AWAY for Health reasons and I DO NOT have any mattress in my home to sleep on.  I am sure you understand that this was a very huge inconvenience.  I have no funding available as I am a single mom to go purchase ANOTHER mattress any time soon. I am sure that if it was you dealing with this issue you would not  make payments on a mattress  that you  DO NOT OWN any longer and you would expect to be fairly compensated in a decent manner.  
Sincerely,
[redacted]

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’s concern has been addressed by Brienne to rectify the...

situation. The refund has been released to the customer’s credit card. 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 Tell us why here...

Complaint: [redacted]
I am rejecting this response because:This wasn't a table order. It was a living room set. This is exactly the problem with this company! They don't have any attention to detail and the product is extremely low quality. 
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are sincerely sorry for this failure.  We understand the customer chose the option to pick up instead of delivery.  Unfortunately, a delivery fee of $69.99 would have included the exchange that was necessary.  As the customer made the decision to pick up, we...

would not be offering compensation for the original round trip.  We will however, offer to compensate based on the customer having to make the second round trip with the merchandise.  We are willing to offer the customer a $25 store credit.   This would enable the customer to purchase from our Outlet location, very close to the customer’s home.  If the customer would like to accept this token of apology, they can answer the Revdex.com that it is accepted and we will place the credit for a future purchase on the customer’s account.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Good Morning Revdex.com-
The reselection has been created for
this customer.  It is active now and will
be active for 60 days.  When the customer
goes into the store to reselect the customer needs to give sales their phone
number and account info, the store will use this credit to pay for the new set,
and schedule the pick up of the set in the home for the same day the delivery
is scheduled for, so the customer will not be without a table and chairs at any
time.   There will be no new delivery fee
charged.   Please see attached copy of
the reselection credit. 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison