Blue Ridge Travel

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 Morning Revdex.com,
Please pass on our sincerest apologies
for the inconvenience that multiple deliveries caused our customer. We can
certainly understand the customer’s frustration.
Bob’s prides itself on providing
quality service and the best value product for the price. Our primary...

focus is
on making the concern we caused right so that our customer is satisfied with
the product that they have purchased from us. While it is not normal procedure
to so we recognized that we have failed our customer and the store immediately
offered to waive the delivery fee for the inconvenience.
The remaining pieces of the bed that
were on backorder, the storage drawers are scheduled to be delivered on
4/4/16.  At that time the bed will be
completed.  We are very sorry that we had
to inconvenience this customer with multiple deliveries. 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

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

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]

Good Afternoon Revdex.com- We are very sorry, if it is not a manufacturing defect and there is not specific accident that caused the damage to report, than it does not fall under the Goof Proof umbrella and would not be covered by that plan. Sincerely, [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

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...

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their experience with us. I can certainly understand the customer’s
frustration with us.  I have reached out
to our Accounting department.  At this
time, the paperwork...

has finally been correctly processed and the check will be
cut and mailed 9.21.16.  We are sincerely
sorry for the errors that have caused this delay.  As a token of our apology I am issuing a Bob’s
Ecard to this customer.  This customer
will receive a $25 Ecard to the email on this address is 3 to 5 business days.
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because:  The company did not fulfil its obligations  as the representative just said one time replacement but did not REPLACE or offer comparable bed frame.  If litigation it’s necessary, I will have no issue pursuing this alternative solution.  It should be noted that on the warranty Bob’s prides itself On no gimmicks, no hassle, 100% quality. What you are seeing here is negligence and standard bait and switch.
Sincerely,
[redacted]

Good Afternoon Revdex.com,
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the agreement that the customer is
referring to signifies that it belongs to...

the Acceptance Now Company – not Bobs
Discount Furniture.
I can confidently state that this type of agreement is commonly reviewed with
an Acceptance Now Representative and signed with an employee from that company
directly. We do not train our sales professionals or customer care agents on
the inner workings, terms, or conditions of this contract as it is a document
that our company is not authorized to manage, update, or change in any
way.
Our records show that the furniture purchased was delivered in October 2015 and
we haven’t been made aware of any damages to the furniture or defect concerns
since delivery.
We are unable to approve a return of this merchandise or arrange for a refund
of monies that the customer has been paying to the Acceptance Now Company
directly.
Kindest Regards,
Tracy N. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com-
I am sorry for the treatment this customer has received in trying
to get the sleeper damage rectified. 
There are some serious training opportunities in this account, and those
will be addressed internally.  I believe
that we should absolutely exchange this...

sleeper for the customer.   I reviewed the tech report and the photos he
submitted.  I can see how he might have believed
this to be caused by an accident in the home, but the agent should have
explained to the customer how to submit a claim to [redacted].   [redacted] insurance covers only accidental
damage.  An accident is defined by them
as having a “who, what, when” all claims must be submitted within 30 days of
damage.   Please see attached the
customer’s warranty card.  Because the
customer did not know when this occurred or how, it was denied.
Due to the miscommunication this customer has experienced we will
replace the sleeper sofa.  This is a
courtesy as this is piece does not have any manufacturing defects.  We would not be able to extend an offer of
refund.  We do not offer refunds on
pieces delivered into the home.  Please see
page 2 of this customer’s sales order. 
The
exchange is already set up in the system, the customer can call into customer
care to schedule ###-###-#### Mon-Sat 7am to 8pm. 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs 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]

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 [redacted],
I’m so sorry to learn of your disappointment in the
resolution offered under your Guardian Protection Plan. The fact that we are
partnered with Guardian to offer this type of protection is disclosed at the
time of sale via multiple documents that you take home with you...

after purchase.
Guardian is a nationwide company who like Bobs, is also a Revdex.com accredited business
and we are happy to have them manage this valuable protection plan.
Our records indicate that you took the ‘Goof Proof’ Cleaning
Kit with you from our store location back in 2012. This kit includes a bottle
of upholstery cleaner that is approved by Guardian for use on the product. Did
you use up this cleaner already?, if so I’d be happy to ship you out another
cleaning kit so that you have something to use for short-term repair while your
claim is being directly addressed by Guardian.
Please let me know via this Revdex.com channel if you’d like an
additional cleaning kit sent out to you as our courtesy. If so, please assume I
will ship to the address you have provided to the Revdex.com unless otherwise notified
by you.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

the window for delivery was between 3 p.m. and 7 p.m. they showed up at 1:05 p.m. the drivers were lucky I was home or else I would have rejected this  proposal. I am including some pics of scratches that the delivery team made and I have not heard back when someone is going to fix this. I have gotten a cold for $400 get the scratches fixed. I was told that the whole room will need to be sealed again and that's only the spreads cannot be fixed because it will not match the finish. I do not see how a Bob's gift card will fix my scratches. The resolution I prefer is compensation for the scratches and all the heartache we have dealt with.Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11721063, 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. I see that this customer has already spoken with my colleague and it appears the customer has been offered a resolution from Stephanie in order to reach a...

satisfactory outcome.   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

Complaint: [redacted]
I am rejecting this response because:
While we appreciate the offer to refund 40% of the purchase price we must reject the offer until we have clarification on:The actual amount being offered.We also wish to have the amount of warranty refunded as we were told by the associate that it covered ALL 50 states and included stains, rips, tears, spills and cracking and peeling and we have now noticed the cracking and peeling option ( known as "d" under specific coverages) was omitted from our purchase. Also nowhere in said warranty does it state that to use the warranty the purchaser must be local to a bobs. All 50 states means all 50 states. We asked about a replacement in the event we were not local to a Bob's and were told the amount of the damaged item could be applied towards the purchase of a new item at a comparable price. While we respect that you have a business to run, we have a family to run and driving 400 miles round trip to pick out a new set and then driving another 564 round trip to pick it up when it comes in is not feasible. As we told the associate that we were moving (and to where) it should have been mentioned that we would be responsible for that drive if we needed a replacement and honestly should never have offered the warranty knowing it couldn't be enforced. We would also like to ask for at least 50% of the TOTAL purchase price (plus warrnty in full  and including taxes and fees) to be returned. We have been told that the set it question is one no longer ordered by Bob's due to the amount of issues like the ones we are currently having. The set may be 2 years old but no one intends to only have furniture for 2 years.  We purchase furniture based on price and durability during moves. As a military family with one income spending $1200-2000 on furniture every 2-3 years isn't feasible, especially when that furniture should last and we have a warranty! Also, the original method of payment cannot be refunded as the card was compromised and we have had to get a new account. We are not comfortable giving out our account information so we will need any refund remitted to be in check form. 
Sincerely,
[redacted]

Good Afternoon Revdex.com,
While we apologize to our customer for any disappointment they have experienced
while using their protection plan this dispute is in relation to a claim for
service through an entirely different business ([redacted]).
In an effort to ensure our...

customer’s claim was handled fairly I was able to
obtain the denial reasoning and photos of the damage in reference to this
claim.
Please see the attachment showing the pictures of the damaged item and the
report for denial that was provided in a letter by the [redacted] company.
The claim was deemed ineligible for coverage and [redacted] provided the customer
with their reasoning in the copy of the letter I have also attached for your
review.
[redacted] has the right to deny claims for coverage
under their own guidelines and has presented enough evidence to us to support
the claim being denied. While we truly wish we could, we are unable to force
another business into overturning a claim.
Bobs Discount Furniture’s responsibility under the Goof Proof Plus Plan
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is clearly not related to a defect. I apologize again that we have no further
recourse to offer this concern directly at this time.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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

Dear Revdex.com,
We are very sorry for the failed deliveries that left this customer
frustrated.  We are not able to offer
compensation for lost wages.  To be fair
across all customer demographics we offer compensation based on our delivery failures
only.  We are sorry the...

customer did not
feel the offer was fair.  We do feel the
amount offered was correct for this account. 
In an effort to try to make this right for this customer, we are willing
to offer the compensation as a refund to the [redacted] account used for the
purchase. 
If the customer would like to accept, please do so
through the Revdex.com mediation site.  Once
offer is accepted we will write up the refund to [redacted] and email the
customer directly the refund receipt, as it contains confidential information. 
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison