Blue Ridge Travel

Good Afternoon Dennis,  
I’m sorry to learn of the frustration you are experiencing with
your product and assure you that should you be experiencing any factory defect
concern Bobs Discount Furniture truly wants to help you move forward under the
provisions of your ‘Goof Proof Plus’...

protection plan.
In regards to the calls and visits you have been receiving for
payment, these are in no way related to Bobs Discount Furniture. As a consumer
and an individual you made a choice and signed a payment agreement with a
company called ‘Acceptance Now’ at the time of purchase. The debt you owe to
this company is not the concern or responsibility of Bobs Discount Furniture
nor are we permitted into the recordings or actions of this third party
company. Should you continue to not honor the contractual agreement you signed
with this company you can expect that the dispute and action from ‘Acceptance
Now’ will surely continue.
I apologize if you have had continued trouble getting thru to our
Customer Care Offices as you have cited that you have attempted to reach out to
us multiple times. We have been continually receiving incoming customer calls
into our call center everyday with no reported systems issues. The last record
we have under your account is from a technician that visited your home on
12.19.2014 to address a concern you had with the left side facing sofa. This
technician did not report finding any defects within this item and indicated to
us that he could not complete a courtesy repair as the concern was not the
result of a defect and the repair time would have held him in your home for
three hours plus. Your warranty thru Bobs Discount Furniture is for
coverage on factory defect concerns only.
As an extreme one time courtesy we have uploaded the necessary
paperwork to your customer account to replace the left arm facing sofa for you
with a factory fresh model (for your records these order numbers are: [redacted] & [redacted]).Please note that we still do stand by the integrity of our
technician’s report and should a concern present itself in the future where our
factory trained professional deems no manufacturing defect present Bobs
Discount Furniture will be unable to provide you with an option for recourse.
As I am certain our incoming Customer Care phone lines are working
at full capacity please contact our Customer Care Offices to schedule a
delivery date that works best for you, based off of the product’s availability.
Customer Care is available to you via [redacted] (Mon – Sat:
6:30am -8:00pm or Sunday 10:30am -7:00pm).
Sincerely,
[redacted]
[redacted]orporate Liaison
Bobs Discount Furniture

Good Morning Revdex.com,
Please pass on our sincerest apologies for the customer’s disappointment
in their set.
The customer’s merchandise is far past any warranty our
business communicated via the original sales invoice and while we stand behind
the quality of our product we do reserve the...

right to view the merchandise
before assessing what courtesy options may
be available for resolution.
Merchandise from any retailer is continually discontinued for several reasons
and most of these reasons have nothing to do with the item’s wear pattern. This
set was delivered over three years ago and in order to keep up with changing
trends and home fashion most of our sets have been changed within the past
three years.
Please ask the customer to submit photos of their
merchandise (to the Revdex.com) so we can assess the overall quality and condition of
the items, if there are no signs of use beyond normal wear and tear we will
respond with what courtesy options we may
have to offer for recourse.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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 November 2016 and at the time of purchase, the customer purchased the option of Goof...

Proof Plus.  This protection plan has two aspects.  Through Bob’s this customer is covered for a period of five years 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 other side of this plan is through a third party company, [redacted].  [redacted] covers the merchandise damage resulting from a single accident.  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.  The customer called [redacted] and started a claim on the chest in November 2017.  They reported no accident and the claim was denied as they are only able to cover damage that is the result of a single accident.  We had our technician to the home November 3, 2017.  The tech found several areas of damage.  He did not find the damage was the result of a manufacturing defect.  He found the damage resulted from the way in which it was being used.  We have no report of any issues with the bed. The rails were replaced in May 2017 due to a manufacturing defect.  We have not heard of any concerns post exchange.  Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Morning Revdex.com,
We are sincerely sorry that this customer
was not satisfied with the delivery of the Status set.  We do see that the first team reported to us
that the merchandise was sent back as the customer was not satisfied; the
second set was sent back for manufacturing...

issues. 
The customer paid most of the upcharge
through [redacted].  When the
reselection was canceled that portion of the upcharge was canceled as
well.  The store called the customer 4.4.17
at 6:37pm to process the refund to the [redacted] card ending in
[redacted]  For security purposes we can see
only the last four digits of the card used, to receive the refund the customer
would need to call the store with the [redacted] card in hand. 
The customer is open to reselect to other
merchandise.  We would not be able to
offer to refund on merchandise that was delivered in 2014 and no concerns have
been reported on the set until March 2017. 
The customer travels.  When they
are able to reselect, they can reach out and a new reselection credit can be
created. 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison

Good Afternoon Revdex.com- We are very sorry,  we certainly mean to cause no offence.  Offending the customer would never be our intention.  We do have to agree though that the multiple urine stains could not be from a single incident.  We are not stating that they did not happen the same day, or even the same hour.  That does not make it the same single incident.  There is no way for [redacted] to establish if it occurred in one day or hour or over a period of weeks.  They can only look and see if it is one spot or several.  In this case it is several.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture 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: I am owed a refund and will not settle for anything less!Consumer rights and consumer protection law provides a way for individuals to fight back against abusive business practices. These laws are designed to hold sellers of goods and services accountable when they seek to profit by taking advantage of a consumer's lack of information or bargaining power. That is why I filed this complaint with the Revdex.com, so you could help me fight back and against Bob's Furniture and their unethical acts and robbing me of $85 for something they knew they would not be able to repair.It is important to review the facts:A Bob's Furniture Representative scheduled this appointment with me to repair a dresser that they manufactured, while looking at the item and date of purchased it. I scheduled the appointment, and agreed to pay for the repair service in advance for the sole purpose that when they looked up the dresser, they knew what it was and what parts were needed (when I explained the drawer tracks needed to be replaced), as they manufactured it. It's an unfair Business Practice to pay for any service in advance, and against my better judgement I fell for their scam!They advised to pay $85 and they would send someone to repair my dresser. I was advised the date and time the technician would arrive, and when the technician arrived that day, he asked me where the parts were and PRETENDED to act puzzled as to why I did not have the parts for him to make the repairs.He asked me if he could use my house phone, upon arrival, so he could call in and see where my parts were.He made a phone call to Bob's and left my home stating that I need to speak to the rep., and she will explain, and escroted himself out while I was in the process of saying, hey where are you going, you have to fix my dresser!?The technician, did not open a tool box - he entered my home and called Bob's Toll Free Number, spoke with the rep for a very short time, while tugging on the drawers and causing more damage to one of them because he pulled it completely off the track ----- and left teh drawer on my floor - and handed me my phone and left. Completely UNPROFESSIONAL!!!!!!!!I have been reading on the internet that I am not the first person to be scammed out of money from Bob's, and I am not settling for it!Even the rep that their technician put me on the phone with on the date of the service appointment, spent an hour on the phone with me, apologized numerous times and said she couldn't understand why anyone would even schedule this appointment, as they no longer make that dresser, which means they would not have any type parts to repair it, and then restated that this appointment should never have been scheduled. She was messaging a Supervisor back and forth throughout our conversation, and apologized over and over that her supervisor would not authorize the refund. I would like to see the transcript of those messages!!I would never have agreed to pay $85, had I been informed prior to the appointment, that they no longer make that dresser, therefor have no parts to repair it, and are unable to repair the furniture.This is just fraud on Bob's Discount Furniture part! They intentionally and knowingly scheduled an appointment and processed a payment for something they knew they would not be repair! 
How is it that within in 5 minutes with the tech arriving to my home and calling Customer Service, they were only then able to advise this information, upon them looking up my account, and not at the time the appointment was scheduled. They didn't stop manufacturing the dresser between the day and time the appointment was made, and the day and time of the actual appointment, it's because they knew before they took my money, and get away with robbing from consumers with this repair scam on a daily basis.I appreciate anything that the Revdex.com can do to assist me with obtaining my full refund.Thank you.
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry that the customer remains dissatisfied.   The price of delivery for the single piece
requiring exchange would have $49. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com,
We are sincerely sorry that this customer
is not completely happy with the merchandise that they purchased from
Bob’s.  If the tech found that there were
any manufacturing defects we would be able to offer the recourse that this
customer seeks.  Unfortunately his tech
report stated that the damages were caused by the environment the customer had
the foundation in.  I understand that the
customer is having medical concerns, and we are sorry that this bed is not
proving suitable, those medical concerns do not stem from any defect in our
merchandise and can not figure into our decision.
 Per
the warranty the foundation must be maintained on a proper support system.  The tech found that the storage system the
customer had under the bed had caused the dent that is the customer main
complaint.  
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison

Good Morning Revdex.com,
Please pass on our deepest
apologies to our customer for any miscommunication that occurred to cause a
delay in their refund of $106.35. Our records indicate that we initially over
–refunded this remaining balance to the financing account used and the
financing company...

[redacted] credited it back to us at a later date. As
far as I can tell there is no dispute open on our end as we initially refunded
more to the financing account then was necessary, therefore no reason to
dispute anything.
At this time if the customer is
receiving a bill directly from [redacted] or has cashed any checks sent from
[redacted] that financial settlement remains between the consumer and [redacted] only.
We have created the necessary
paperwork to refund the $106.35 to the customer, as this was a cash payment the
customer can expect to receive a corporate check as outlined on their sales
receipt, within the next 16 days. For reference the refund credit order number
associated with this transaction is: 61534877.
We apologize again for any errors
on our end and consider this claim closed as resolved at this time.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
Please pass on our sincerest
apologies for any concern our customer experienced during their deliveries with
us.
We certainly do not find it
acceptable for any person representing our company to smell of an alcohol substance
and I’ve begun personally following up on...

this complaint to ensure the
appropriate internal action is taken.
Regretfully we are unable to
determine if the measurement of someone’s home or entryway will fully
accommodate the size and delivery specifications needed for the furniture
selected. We remain proactive in communicating this as a consumer
responsibility via the trifold we provide at the time of purchase. We offer the
best value prices for the product we show and we have always charged the
service of delivery as a separate fee from the product itself to remain as
transparent as possible to all of our customers in (currently 64 stores) all of
our locations.
In regards to the bed delivery
time we encourage the customer to provide us with further evidence as to how
they determined they were guaranteed a time frame of 6:30a -8:00a for delivery.
We route all delivery stops (approximately 4,000 deliveries a day)  with an estimated four hour window, with only
one special exception for a slot called ‘breakfast with bobs’ which is still a
three hour estimated window for arrival so the automated contact the customer
should have received from us would have detailed either ‘ 6:30am -10:30am’ or
6:30am – 9:30am’. Our truck driver shows as calling in the ‘not at home’ result,
and we have record of speaking with the customer at 8:08am. By all information
I can locate we arrived within our slated time frame window for this delivery.
We did not deny requesting what our department refers to as a “Go – Back”
request for this missed delivery.  The
account indicates that the customer was unable to provide a representative to
be at the residence to wait for the team to return to that stop. Again in every
effort to remain as transparent as possible with our customers we (in the
Customer Care Office) are working in an office and we are not on the physical
truck that has the furniture. It is inappropriate to provide a customer with a
possible time frame that the team may return in as we do not know this to be
correct information. There are thousands of events that could occur to delay
the team returning to the stop they already arrived to and these events remain
beyond the control of our business. While I understand the customer’s
frustration and their inability to wait for a team to return with no estimated
timeframe- we require someone 18 years or older to be confirmed at the
residence all day so there is no chance of us returning to miss the customer
again. We certainly want to deliver any and all product that is on the truck as
returning product can not be sold as new merchandise any failure in not delivering
results in nearly a total loss for our business.
The customer’s account further
confirms that they spoke with one of our ‘Social Media Liaisons’ on 12.24.2015
and as of 12.26.2015 (prior to our receipt of this Revdex.com Claim -12.28.2015) the
customer was re-issued and emailed information regarding their $75.00 gift card
inquiry.
We remain very sorry for the poor
impression this customer has of our business and relay that we have multiple
cash and carry items within our outlet or showroom locations that the customer
can purchase and take with them for $75.00 or under.
At this time the sale for the bed has
been fully canceled and all refunds or gift card re-issue concerns have been
resolved per our records.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com,
As a business we did make
the customer’s concerns right and further apologized by not only providing
compensation but also working beyond the normal structure for compensating a
customer that we have in place.
I can absolutely acknowledge the reasons why the
customer feels they were owed something additional after their concerns were
resolved and we did provide our customer with a token of our apology.
While it is a kind thing to do, a business in any industry cannot be forced into
compensating a customer because there was a failure, the business can and
should be held accountable to make that failure right and our business
completed that. The act of compensating a customer is administered at the
internal discretion of any business and Bobs Discount Furniture worked above
and beyond our normal guidelines to address this specific customer as an
individual.
Please also consider that in an extreme effort to make
the customer happy we approved an even exchange for a brand new ottoman (and the customer kept the 15% refund
processed back to the financing account previous to this exchange). In all
reality the customer has received multiple occurrences of compensation that are
above and beyond the guidelines we have in place to keep resolutions fair for
all customers alike.
Again while I can personally identify with a consumer’s
need for an apology outside of making the concern right, we have worked at a
higher level to make that request happen already. Any compensation agreement is
usually processed by a Bobs Discount Furniture gift card form only and for this
customer we initially offered a monetary refund amount(s). Working beyond a
structure that is set in place to keep things fair for all consumers is
a retailer’s way of applying empathy and accepting responsibility for the grief
we have caused a customer.
Our customer fully agreed (by signing the sales
receipt) to our refund policy at the time of sale and we apologize that we are
unable to offer a refund on the delivered goods.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because:  I would like compensation for the negligence and poor customer service from Bob's Discount Furniture.  They are deflecting accountability, I have no control who they contract with, they need to be accountable.  Further from the damage was the issue with "Norm" and my request for a discount per my troubles.
Sincerely,
Patrick H[redacted]

Good Afternoon Revdex.com- We are very sorry; we did not receive any pictures.  An old mattress on the truck does not cause damage to the new merchandise; the teams inspect the mattresses before taking them from a home and do not remove soiled or infested mattresses.    We are very sorry the customer is dissatisfied.  Sincerely, 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 delivery experience with us. I can understand the frustration this customer
must be feeling at this time. 
I see that this customer has already spoken with...

my
colleague and it appears the customer will be working closely with Jami to
rectify the situation and reach a satisfactory outcome. This is scheduled for pickup on 8.6.16.  If the pickup is successfully completed I will
reach out to our Accounting Department on Monday to ensure that the refund
check is cut on the next available day and I will have the check sent to the customer
via [redacted].  If this customer will not
have someone available to sign for the refund check, please reply through the
Revdex.com site and we will send via US Postal service.
 
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 Ms. [redacted],Thank you for choosing Bob's Discount Furniture. I apologize for the delivery scheduling issues. I attempted to research your purchase but could not find any orders using the name and address provided in the Revdex.com complaint; I called you at 11:41am on June 1,...

2015 but your phone just rang.I would like to review your purchase and schedule delivery, ASAP.  Please provide the identifying account information such as the name, customer master, invoice number and telephone number associated with your purchase.Your business is appreciated and I apologize for the service you have received.Thank you,[redacted]

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 on 3.3.15 and at the time of purchase, the customer purchased the option of Goof Proof...

Plus.  This protection plan has two aspects.  Through Bob’s this customer is covered for a period of five years 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 other side of this plan is through a third party company, [redacted].  [redacted] covers the merchandise damage resulting from a single accident.  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.  The customer reported to us 12.27.17 that her 100% top grain leather sofa was peeling.  We would not send a technician to the home for this, as this is a concern that is unrepairable.  !00% leather only peels or flakes if it is not properly conditioned.  On a recorded call with an escalation agent 2.15.18 the customer admitted she did not condition the leather.  We are very sorry, as a business, we would expect a customer to that has purchased an expensive piece such as a genuine leather sofa to learn the proper care.  If properly cared for leather can last 15 or more years.   We have attached the proper care of leather furniture and the GPP flyer for reference.    Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon [redacted]
We are sincerely for the several issues represented in this
complaint.  We absolutely believe you are
entitled to be refunded for the bed protector you already returned.
We will absolutely process the refund.
I have created all the necessary
paperwork...

for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment Visa [redacted].  If this card
is no longer in use, please go to a Bob’s store with a photo ID and a different
card.  Once this is completed and the
credit card number is entered into the transaction the refund should process
back to you within 5-7 days.
 
 
Anytime
after 10am and before 9pm Dial ###-###-####Press
the number one (3) on your keypad when you hear Bobs voice. When
the office person picks up explain that you are calling to get a refund
processed to your credit card and provide them this order number: [redacted]At
that point they will take the credit card information and complete the
processing.
 
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture

Good Afternoon [redacted],
I’m sorry to hear that you experienced any further failures from
our company and I apologize again that your refund from the ‘Acceptance Now’
company took so long for you to receive back.
I completely understand your reasons for posting about your
negative...

experiences via the Revdex.com website and I truly wish I could undo what has
been done to cause us to loose your trust.  If we ever do get the chance to serve you again
please feel welcome to reach out to me directly by email at [redacted]
and I will personally do everything in my power to make sure that your
scheduled delivery goes according to plan.
Sincerely,
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 will be working closely with David to rectify the situation and 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 Tell us why here...