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’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...

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: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 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...

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

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

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]

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]

Complaint: [redacted]
I am rejecting this response because:
I've read the message from the merchant and this is not acceptable to me.  The fact that their claming that the damage was contributed by my child jumping on the sofa is incorrect.  When I contacted Customer Service to issue a claim I informed them that when my child attempts to get onto the sofa she bangs her head against the wood that is sticking out of the frame.  They took my words and came to whatever conclusion they deemed fit.  On another note, when the first complaint was issued my child was 2 months and 18 days old.  The second complaint was filed when my child was only 4 month and 5 days old.  So as you can see this issue has nothing to do with my "child", it's a manufacturer defect that the company just doesn't want to attempt too.
Sincerely,
[redacted]

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]

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]

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 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

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]

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 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...

Dear Revdex.com, We are sorry that this customer remains dissatisfied.  The technicians, while they try to be polite to the customers, do not base any decision on the customer’s input.  They are trained to check for sags in the mattress as the customer has described.  This is an industry standard, it is not specific to Bob’s.  The mattress was not found to have any sagging.  We would be willing to review any photos the customer would like to submit that they feel will prove their claim.  Kindest Regards,                                         ...⇄ Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

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

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

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