Blue Ridge Travel

Complaint: [redacted]
I am rejecting this response because:Bob's can pull the conversation I had on the evening of 5.13.17 around 6:02pm with Cassandra where she said she would reschedule the delivery for the 20th between 7am-11am. I would like them to deliver the pieces on the 26th after 3pm and would like a refund of the items in question as compensation for the turmoil the Bob's team has put me through.
Sincerely,
[redacted]

Good Morning Revdex.com,
We are very sorry for the delivery not being completed
on the first scheduled date.  The team
reported to us that they knocked on the door and they were told by the young
man that they didn’t know anyone by that name. There are two possible
explanations.  Maybe...

the team was at the
wrong home or maybe a resident thought it was funny to send the team away.  With there being a chance the failure was on
the part of Bob’s we will offer compensation for the missed delivery.  
 We took many
steps to ensure that this would be completed yesterday 9.28.16.  This delivery has been successfully completed
at this time.  At this purchase was paid
for with a Gift Card, any compensation would be in gift card form.
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
As a token of apology for the missed delivery we will
offer a gift card in the amount of $75 for the failed delivery.  If the customer would like to proceed, they
can reply that they accept and we will process the necessary paperwork.
Kindest Regards,
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]

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

Good Afternoon Revdex.com-
We are very sorry for the failures represented in this
complaint.  We do not believe this is the
experience that any of our customers should have to endure. 
We do absolutely offer compensation for our failures.  We do not however compensate for...

lost
wages.  We do believe in being fair across
the board with our customer’s. 
Compensating for lost wages would be showing preferential treatment towards
a group or groups.  We do base our
compensation offer on our failures solely. 
The refund of $150 has been created.  The customer must call in with the original
credit card used,  [redacted].  For security purposes we are only able to see
the last four digits of the original card used. 
We would need the entire card number to process the refund.  The customer can either call customer care
with the card in hand, or stop by the store.  
Once the card number has been entered into the credit the credit will be
released to the [redacted] card for refund. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because:The company violated the contract and I want my money refunded. Based on the contract; (I attached the contract I was sent)This is covered for fabric. 1. FABRIC:a) Fabric Basic – Accidental stains caused by any food or beveragenormally consumed by humans; mold and mildew stains caused by foodor beverage spills; stains caused by human or pet bodily fluids.These would be the only exclusions in the contract that could be considered;General soiling, which is defined as a gradual buildup of dirt, dust, body oils,perspiration, or any other accumulated stains, that cannot be attributed to asingle occurrence.Human and pet bodily fluid stains bodily fluid stains caused by incontinentindividuals or pets. Repeated pet bodily fluid stains, which are considered preventableoccurrences.Neither of these exclusions apply to my situation, so why was my claim denied. It was a one time incident that covered much of the couch. It is not general soiling and has not occurred over time. I have already spent cash to rent a cleaning machine and buy supplies. I could not leave my couch soiled. I request a full refund of my money. A Bob's gift card would be a waste, because there is nothing in the store I can buy with that amount of money. Everything is priced over $100. This is a scam trying to get me to spend more money at there store.
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are very sorry that this customer continues to be so frustrated.  We absolutely feel the customer is entitled to be compensated for the failures on our part.  The customer just needs to reach out to the store with the original credit card used to have that compensation processed.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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]

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,
Please pass on our apologies to our customer for the
frustration this concern is causing. We have begun addressing the allegation
that our technician made agreements to have this merchandise replaced however
this is not a common practice of our technicians to do and...

based on the
documentation our technician provided for this concern it is nearly
unimaginable that such and an occurrence would have taken place. We further
apologize for the lack of follow up this concern received; even when a situation
results in no recourse it is important that our customer has the opportunity to
express their frustrations to us.
Please see the attached document (it contains 8 pages) of
photographs from the service visit on 9.25.2015. Our Account Management
Specialist reviewed this report and these photos with our customer on 10.7.2015
and conveyed the regrettable result that this type of animal damage (most
viewable in the photos that reflect the wiring) is not covered under the
protection plan or the manufacturing warranty of the set. The fact that the
recliner is not working cannot be contributed to a defect in workmanship and we
stand behind the integrity of our technician’s report and the evidence presented
in the attached photographs.
Bob's Discount Furniture prides itself on standing behind
the merchandise we sell, in the event of a defect -however, to remain fair to
all of our customers there are some scenarios where recourse is not an option.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com,
I am sorry if this
customer received mis-information.  I
would be happy to address that further if the customer can provide the agents
name that they spoke with.  This vendor
does have a very good warranty.  We need
a tech to come to the home and see if the damage is from a manufacturing defect
which would be covered, or if it was caused by another factor which would not
be covered.  This customer will not be
charged for this visit.  I set up the
service from my initial post, the customer just needs to call in and schedule a
date for the technician to come to the home.
Kindest Regards,
Tracy N. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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 Morning [redacted],
I am sorry to learn of your disappointment in the Goof Proof Plan
you purchased. Based on the information you posted in your complaint I am not
able to see how the plan has failed you.
In
example:
You listed
that the problem occurred 5/1/2013 and your account...

shows that the plan (thru
Guardian –Claim # [redacted]) replaced your loveseat on 07/16/2013. This claim was
related to a puncture from keys and/or a barrette on the loveseat.
                Per the terms
and conditions of the plan, the protection was used up on that loveseat with
the replacement and your account does not show that you repurchased the plan
again on your new loveseat delivered on 7.16.2013. I have attached the Guardian
Terms and Conditions page for your plan and encourage you to read the “Liability
Section” that discloses the one time replacement is the full liability of this
plan.
I located an additional claim you made thru Guardian for the
replacement loveseat in 2014. On this claim you indicated that an air conditioner
was placed on the arm of your loveseat and when lifted the air conditioner tore
a piece of the loveseat away. This claim was denied not only because you have
no active protection on the loveseat (due to the replacement) but also because
the pictures you sent to Guardian do not line up with the damage you allege to
have occurred by their standards. At this time I truly apologize that we are
unable to overturn a denial when there is #1 - no protection active and #2- the
cause of damaged disclosed doesn’t align with the evidence provided. I have
also included an attachment with these photos for Revdex.com’s review.
At this time, given all the facts listed above, the best courtesy
offer for resolution we can make is to provide you with a Bobs Discount
Furniture Gift Card for 30% based off your original cost of this loveseat. This
gift card would = $119.70 and could help you toward the purchase of a new
living room piece.
Please advise us via Revdex.com if you would like to accept this offer
and if so we will have the gift card mailed out to:
[redacted]
[redacted]
Within 7-10 business days following our receipt of
your response via Revdex.com.
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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]

Good Morning [redacted],I am very sorry to hear you
have located pests in your product.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The bedding that you
purchased was a new product that was...

wrapped from the manufacturer. I can
imagine that this ordeal has not been easy on you, but the facts are that the
source of bed bugs are from somewhere other than new furnishings. These pests require
a human source to survive and they move around by hitch-hiking on people and
their belongings.
Unfortunately, bed bugs have
become widespread throughout the United States over the past several years due
to both a combination of global travel and the absence of effective chemical
treatments to deal with them. Please be aware that the presence of bedbugs does
not reflect on the cleanliness or otherwise of their environment – they can
survive and thrive wherever people reside, and they are most active at night
when they feed.     
   We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.  
Kind
Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
While we apologize that our customer is unhappy with their
merchandise, the service technician communicated a full report (we spoke to the
customer’s father as he was present in the residence on date of service) and
found that there were no defects present. This means...

that something happened to
the merchandise while in this home to cause the mechanism to look and act the
way it currently does. The customer has no record of attempting to file a claim
for damages thru the Guardian company for this occurrence since they were referred
to do so by us in May of 2015.
In an extreme effort to meet this
consumer’s demands for resolution we will make two (2) courtesy offers for
resolution (listed below). Should the customer wish to accept one (1) of these offers
they are able to respond via the Revdex.com or contact our Customer Care Offices at
###-###-#### (Mon- Sat -6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to have the
selected offer fully processed.
As this is a one time courtesy- It should be expected that for any
future occurrences of concern, on any other sales order, this individual
consumer is agreeing to adhere to the terms and conditions of their warranty
coverage and the determinations of Bobs Discount Furniture’s Service
Professionals. Our Service Policy is fully disclosed on the customer’s sales
invoice and provided at the time of sale.
Courtesy Offers for Resolution:
Option #1:
We will order the part needed for repair
and install it at no charge. Being that this is a mechanism order, we must wait
for the manufacturer of this product (overseas) to ship it to us directly
before we can ship it to the customer. As of today (9.30.2015) this mechanism
would take approximately 12-16 weeks to arrive to the customer after the order
has been placed.
OR
Option #2:
We will provide the customer with a
reselection credit so that they can return to our showroom and select a
different set - the following terms
apply to this option, should it be selected by the customer for resolution:
·        
The Goof Proof
Protection offers all customers a one time replacement within five years – this
would be considered that one time replacement and the protection plan will be fulfilled
on the sofa.
·        
We will provide
100% store credit for the Sofa (affected item) as originally paid per the
invoice.
·        
We will provide the
customer with 70% store credit for the matching loveseat (non affected item
with no concerns reported) based off the price originally paid per the invoice.
·        
We will provide a
pro rated credit for the protection purchased on the loveseat only– this prorated
credit will be for $99.99.
·        
The customer will
not be charged a delivery fee on the new sale
·        
We will expect to
remove the current sofa and loveseat the customer has possession of on the same
date we deliver the newly selected furniture
·        
This credit is
valid for two months after its creation
 
We look forward to hearing from the customer again so that we can
help them move forward from this concern.
Kindest
Regards,                                         ...⇄ /> Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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

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...

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 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