Blue Ridge Travel

Good Afternoon Revdex.com- We are very sorry that the wrong piece was picked and shipped from our warehouse.  The customer has gone to the store and had the exchange done.  We are very sorry that they were inconvenienced in this way.  We would like to offer the customer a Bob’s Discount...

Furniture credit in the store in the amount of $75 as a token of apology.  This will allow the customer to choose an item that will hopefully serve as a reminder that while we did fail them in regards to completing the delivery on the first attempt, we did offer a token of sincere apology.  We do have many items available in our stores, lamps, rugs, statues and wall hangings.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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 Afternoon Revdex.com,
I contacted [redacted] this afternoon (9.29.2015) and apologized for
the terrible experience she has endured with this purchase from us. The comments regarding the lack of care she
and her family received are very important to us. We want customers to love
shopping with...

Bobs, so reading a report of such a disturbing experience with
our associates is a serious concern for us. We find the behaviors reported here
inexcusable and know it is upsetting when someone who should be serving you is
disrespectful. We do hope our customer can accept our deepest apologies. We
have begun addressing the obvious coaching concerns our customer has brought to
our attention within our staff and will take appropriate action.
At this time we do have an open apology offer of a $100.00 refund
to the customer’s method of payment.
During our conversation today [redacted] advised me that it wasn’t her
preferred time to talk about this concern, she further informed me that she
wanted to speak with her lawyer about the refund offer we have made prior to
fully having it processed. [redacted] advised me that she or her Husband ([redacted])
would be contacting me back directly to discuss this concern at their convenience.
I look forward to speaking with [redacted] and/or [redacted] with the hope
that I can somehow earn even just a little bit of their trust back in our
business.
Kindest Regards,
Stephanie G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry that this customer continues to be dissatisfied
with the service they have received.  We
are showing that the package was delivered to the home 1.5.17 and left at the
door at just after noon.  We hope that
the customer has received this package and will call in to have a technician come
out to the home to install. 
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.
Please make sure refund is processed in a timely manner . I paid $1,000 upfront. I will be looking forward to a call today. Thanks in advance 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have not been contacted by anyone from BOBs since I reported it to Revdex.com.  On 1/28/17 I was only offered store credit after the whole ordeal.  Heather told me I would be getting a email of said store credit which I have yet to receive. Which is fine because I don't want it!!!  I no longer want any business with BOBs.  A full refund is all I want!! 
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

Good Day Revdex.com,
We are very sorry this customer is having
medical issues.  We hope that they
recover fully.
We have passed this account on to our Loss
Prevention department for possible fraud review.
Kind 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]

Good Afternoon Ms. [redacted],Thank you for choosing Bob's Discount Furniture. I attempted to call you at 1:39pm on June 1st however, there was no answer.  I have researched your account and apologize that the dining table has failed to meet your quality expectations. I understand your...

frustration regarding the inconvenience of multiple deliveries and the inability to fully enjoy your new dining room set.Our records indicate that you purchased the [redacted] pub style table which 100% genuine marble. You have refused delivery of the table twice due to "marks on the tabletop"; given the natural state of marble there may be variances in the color as well as rivets which all attribute to the stone. Seeing pictures of your table would help determine if the imperfections are natural characteristics of the marble or a defect in the product. The [redacted] dining room  is one of our more popular sets and unfortunately it is out of stock, at this time. To avoid any further inconvenience, I will happy to refund 25% of the table purchase price,  allowing you to it keep it in its current condition however, not affecting any of the associated merchandise warranties. If you should to accept this offer, we will cancel the exchange and only address future concerns with the table that are unrelated to the damage, previously reported. The alternatives would be to keep the exchange that is in process and refund the delivery fee, upon completion of delivery or return the complete set and reselect to something different.Your patience and business is greatly appreciated. Please let me know which option works best for you.Thanks[redacted]

Good Afternoon Revdex.com-
We have reached out to this customer and scheduled the
exchange for next week Thursday 6/2/16. 
Thank you for bringing this issue to our attention.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good
Afternoon Revdex.com-
We
understand the customer’s concern.  We
are willing to cover the cost of the frame, if the customer is willing and able
to assemble this themselves.  We will
have the frame sent to the customer via [redacted]. We sent the plates to the customer almost two
weeks ago, so those should already be in their possession.  If the customer accepts this offer, please have
them respond to the Revdex.com that they accept and I will create the paperwork and
have the frame send via [redacted]. 
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
Please pass on our sincerest apologies for the concerns our
customer experienced with the assembly of their product. As a furniture
retailer we maintain a certain amount of trust for the hardware needed to be
included in the packaging that most of the overseas...

manufacturers send us. We
assure our customer we are just as shocked and disappointed as they are that
the items were unable to be fully assembled during their delivery. On approximately
4,000 deliveries a day this is not a common concern therefore we always anticipate
being able to set up the merchandise as we display it in our showroom.
We take full responsibility for any concerns of failure resulting
in our customer’s disappointment and we fully expect that any hardware our
system reads as “in stock” is shipped and received by the customer within 5-7
business days of the order being processed.  We have an in-house parts department that is
permitted to speak with the manufacturers (if needed), however most requests
for missing or incomplete hardware can be arranged and shipped within the time
line stated above. We feel terrible that the customer left their communication
feeling unconfident about our abilities to care for them and pledge to address
the coaching concerns that this communication has presented us with.
In regards to resolution: Our customer has selected to levy this
specific concern thru alternate channels and has been working directly with one
of our Corporate Customer Care Liaisons since 11.13.2015 (Jennifer) to get this
concern fully resolved.
We encourage our customer to continue to communicate with the
direct contact they have established so we can correct our failure and provide
them with the care they deserve.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate 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 Revdex.com-
We are very sorry that this customer is so
dissatisfied.  There are two separate
concerns in this complaint; we will address them as such.
The sofa and loveseat delivered in July 2016 were covered
under Goof Proof Plus.  The customer had
five years of...

coverage for manufacturing defects and five years for damage that
was the result of a single accident.  The
plan provides for five years unlimited parts and service and a one time
replacement if parts and service will not correct the concern.  The concern presented to us in November 2017
was deemed to be a manufacturing concern and there were no parts available to
correct the concern.  The plan was utilized
to offer the customer a reselection credit to go and chose other merchandise.  The customer accepted the offer, the plan was
fulfilled.  The plan was used.
The dining room set also delivered in July 2016 was covered
under our one year manufacturing warranty. 
That year ended in July 2017.  At
the time of purchase the customer chose not to purchase the extended warranty
coverage to extend the warranty from one year to five years.  If the wood is cracked as the customer has
stated a tech would not be able to fix it, as it can not be repaired sending a
tech would only be a waste of the customer’s time.  As it is not under warranty, it will not be
replaced by Bob’s.
We are very sorry we are unable to assist with either of
these concerns further.
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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

Complaint: [redacted]
I am rejecting this response because:
The whole point of insurance is to cover the item you purchase. Your company is a scam if you do not honor your terms.  I do not accept that I have to purchase the drawers  I bought insurance that should be good for 5 years and your company won't do anything 8 months in? You delivered the wrong item twice and now you don't honor your own contract? Like I said before there was nothing stating that I couldn't put whatever I want in the drawers. Where in the contract does it state that if I put heavy things in the drawers that it wouldn't be covered? Because it was an accident that they broke and that's what the insurance is supposed to be for, "accidents". I even told your tech that I put the stuff in after they were off the track  
Sincerely,
[redacted]

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

Good Day Revdex.com,
We sincerely apologize to this customer and
thank them to bringing this to our attention. 
On the basis of this new information we absolutely agree to the
refund.  We have processed the paperwork
for the refund to [redacted].  Please see
attached two pages.  The first is the
actual credit written up to be posted to [redacted], the second is the page from
[redacted] showing when customer’s refunds will post to their accounts.   Thank you to this customer for advising us
of the error on the MyBobs.com page. 
That is being corrected immediately to reflect the correct item
description. 
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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