Blue Ridge Travel

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.
My complaint against Bob's Furniture has been resolved, although it wasn't exactly what I hoped for in getting a refund. I was told that they do not offer refunds. Instead I was issued a store credit. Thank you for your help in this matter. [redacted] CT
Sincerely,
[redacted]

Good Morning Revdex.com,
Please pass on our apologies for the disappointment our customer has
experienced with this purchase.
As the customer has indicated they
made agreements for purchase thru the [redacted]. [redacted] has paid Bobs Discount Furniture in...

full for this purchase and the
agreement the customer signed to continually pay the [redacted] Company
back is not a document that we are able to control or make changes to.
Based on the agreement the customer
signed with [redacted] directly our company cannot make the choice to
remove the merchandise from the home and return funds. The customer has been
making payments to [redacted] and not Bobs Discount Furniture therefore
they would need to speak to [redacted] to determine what options they have
for removal/refund on their product.
Our system fully indicates that we
removed the delivery charge associated with the sales order prior to the
customer’s order being completed (I.E- We never charged the customer for
delivery). Our records show this was completed as of 12.23.2015 via our retail
location. It is not normal for us to offer compensation in this form so I am
confident in stating that our retail location acted above policy to initially
meet this individual’s level of disappointment from our failure.
As of 1.30.2016 we processed the
$75.00 Gift Card Offer we made as the customer accepted it and advised us to
send it to their email (on top of the delivery fee waiver) and at this time we
stand behind the compensation we have provided as the most fair and adequate
offers we can make. As a business we have delivered the delayed product thus
rectifying this customer’ original concern – any form of apology outside of
making the concern we caused right is determined solely at the internal
discretion of our business.
We can absolutely address any defect
concern within the merchandise however our records show no report of any
concern with the bed made to us directly. Can you please ask the customer to
elaborate (via the Revdex.com) on what the concern is so that we can determine the
best recourse to offer for the product itself?
Kindest Regards,
Stephanie A. Gauthier
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because: The details of an offer have not been explained.  Also customer service continues to insinuate that the defective manufacture sofa frame was the result of customer negligence. Service was dispatched in December 2014 for polishing and realignment of the legs on all the living room furniture. All the legs were interchangeable and the tech thought it was prudent to realign& polish all the legs to avoid any more service issues for the living room furniture.
Sincerely,
[redacted]

Good Afternoon Revdex.com- Due to the intricate nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution.  The customer has accepted our offer and will reply to the Revdex.com mediation service with their decision.  We thank the Revdex.com for bringing this to...

our attention. Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because: I think to offer $150 is an insult. I was out $662. They should not be charging sales tax on the amount $1449 because they took it back. If the couch was mine they could had left t instead taking back and try to sale it in the store pit. So when you do exchange your not suppose to pay sales tax again. I'm be frauded here straight up. Yes the new couch was $350 more. So I explained this at the store that. I should pay the sales tax for the difference.  Not the whole thing. They took my old couch back like an exchange. If they claiming I have a one time right exchange policy. Why treat like a credit sale and not a credit exchange. That's one thing. Then the goof proof protection if the item was in stock I wouldn't be out of pocket at all. So I should be the one to suffer this because the don't do there job right in the first place a produce low quality furniture. This is the funny thing. My product is the only leather and most expensive sectional they have. So supposedly it's the best one. And still low quality. They have to come up more than $150. There  conducting un-ethical business practice. When they claim I have to pay the sales tax but then they take my couch back. Guess what. That's an exchange. Because. If I paid the sales tax on that item. I own it. They took it back. That's an credit exchange , period. This a matter the attorney general needs to be aware of. I'm looking for more than $150 here.  Or I'm taking this a step further to the attorney general office if they don't resolve this. 
Sincerely,
[redacted]

Good Afternoon Revdex.com,
I do hope the customer can accept
our deepest apologies for the inconvenience the unexpected delay causes in this
case. Our records do show that our customer accepted a $50.00 Bobs Discount
Furniture Gift Card from us as our apology for the lack of follow up on...

the
delay and that request was fully processed today -12.12.2015. We assure our
customer that it was never our intention to keep them waiting for this part and
remain just as disappointed as they are that there is any additional delay.
I have sent an additional message
to our Parts Department on our customer’s behalf; alerting this department (the parts department is in fact the only
internal group of Customer Care permitted to speak with manufacturers and most
are overseas shipping parts by container only which may cause a delay just by
being held up at sea or within United States Customs) to inquire with the
manufacturer if there is any way possible to get this shipment sooner than what
is currently anticipated. Regretfully most vendors will not agree to air mail
us parts and continue to ask us to wait for their container shipment to come
thru port.
We will try our very best to get
this part sooner for the customer if possible and appreciate their acceptance
of our compensation offer as well as their extreme patience.

Good Morning Revdex.com,   Please pass on our sincerest apologies for the inconvenience the damaged product continues to cause our customer. We can certainly understand the customer’s frustration and assure our customer that we have been working to the best of our ability to resolve these...

concerns.  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.   To maximize efficiency and keep the delivery service fair for all consumers alike we route all of our services using a computer system that registers distances between all of the sub contracted service depots and the customer’s stops that are scheduled. Once this electronic routing process is completed an automated calling system makes contact with our customers and provides an estimated two hour window for arrival. We communicate this via many facets to remain as honest and transparent as possible with our customers. Some of those facets include the trifold provided at the time of sale and the ‘Delivery Tracker’ available through our website. While we can request timeframes, as a retailer we can never expect to know what events will occur out of our direct control on the road when the service date arrives. For example, if one customer cancels, is not at home, or has a walkway that is full of snow it can cause the team to run earlier than expected.   We are very sorry that the customer was not able to make connections with the service scheduled on 4.28.17.  I do see that team was there during the estimated timeframe the customer had been given and waited 10 minutes for someone to arrive.  We are sorry it wasn’t completed on that day.  The service was rescheduled and completed on 5.10.17.  The tech did deem the piece defective and it has been set up for a reselection.  We hope that the customer will find a replacement that they will love and that will bring them many years of comfort.   Kindest Regards,  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.
I truly appreciate the promptness to this matter and for helping me to live comfortably in my home. 
Sincerely,
[redacted]

Good Afternoon Revdex.com-
While we can certainly sympathize that this was a difficult
situation for the customer due to the extenuating circumstances in the customer’s
life, we can not make that part of the decision on what is offered.  We would not offer more compensation to
someone who is pregnant versus a woman who is childless.  That is unfair and unprofessional.  We base the offer on our error or failure
only.  The failure on Bob’s part was in
not clearly communicating the mattress was included in the credit.  For that failure, the $75 store credit is
appropriate.  That remains our offer.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry that the customer does not agree with our response.  The delivery company did try to reach the customer via the telephone number on the account and email.  The customer did not respond.  The pieces were set up for exchange.  They are waiting for the customer to call and schedule the exchange.  Sincerely,Tracy S[redacted]Corporate LiaisonBob’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

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
See below emails from Bob's.I have been provided by these emails when I tried to make a claim both through Bob's and [redacted]. Dial the number and see where it takes you.
Senay O[redacted] Good Morning,

Thank you for contacting Bob’s Discount Furniture to submit a warranty claim. Our apologies for the concerns you are having with your merchandise, we would appreciate the opportunity to review the damage via pictures in order to determine the best recourse for your concern. To assist us in processing your request in a timely manner, we would ask you to take the following steps:

1.Please reply to this e-mail, ensuring that the subject line remains the same.

2.And in the body of your e-mail, please include:

I. A photo that is a close-up view of the area of concern
ii. A photo that shows the entire piece of furniture in its current surroundings
iii. (and if it’s part of a set) A photo of all of the matching pieces that surround this as a set

Once we have received your photos, you can expect a follow up from us within 24-48 hours to discuss your concerns. If you have any further questions or concerns in the meantime, please call our customer care department directly Monday through Saturday 6:30am-9:00pm, and Sundays 10:30am-7:00pm by dialing ###-###-####.

Regards,
Gabrielle. B
Customer Care
cid:i[redacted]
Good Evening,

Thank you for contacting Bob’s Discount Furniture to submit a warranty claim. Our apologies for the concerns you are having with your merchandise, we would appreciate the opportunity to review the damage via pictures in order to determine the best recourse for your concern. To assist us in processing your request in a timely manner, we would ask you to take the following steps:

1.Please reply to this e-mail, ensuring that the subject line remains the same.

2.And in the body of your e-mail, please include:

I. A photo that is a close-up view of the area of concern
ii. A photo that shows the entire piece of furniture in its current surroundings
iii. (and if it’s part of a set) A photo of all of the matching pieces that surround this as a set

Once we have received your photos, you can expect a follow up from us within 24-48 hours to discuss your concerns. If you have any further questions or concerns in the meantime, please call our customer care department directly Monday through Saturday 6:30am-9:00pm, and Sundays 10:30am-7:00pm by dialing ###-###-####.

Regards,
Tiesheedah P.
Customer Care [redacted]
Good Evening,

Thank you for contacting Bob’s Discount Furniture to submit a warranty claim. Our apologies for the concerns you are having with your merchandise, we would appreciate the opportunity to review the damage via pictures in order to determine the best recourse for your concern. To assist us in processing your request in a timely manner, we would ask you to take the following steps:

1.Please reply to this e-mail, ensuring that the subject line remains the same.

2.And in the body of your e-mail, please include:

I. A photo that is a close-up view of the area of concern
ii. A photo that shows the entire piece of furniture in its current surroundings
iii. (and if it’s part of a set) A photo of all of the matching pieces that surround this as a set

Once we have received your photos, you can expect a follow up from us within 24-48 hours to discuss your concerns. If you have any further questions or concerns in the meantime, please call our customer care department directly Monday through Saturday 6:30am-9:00pm, and Sundays 10:30am-7:00pm by dialing ###-###-####.

Regards,
Tiesheedah P.
Customer Care
cid:image[redacted]

Good Afternoon Estelle and Revdex.com,
I sincerely apologize for the inconvenience
the availability of your part order has caused you. I can understand your
frustration.   I truly wish we could get this merchandise to
you sooner than the current scheduled date of the end of...

May.
Parts are ordered directly from the vendor,
they are not something we keep in stock. 
This particular vendor does have an estimated ship time of 60 days.  As we do not manufacture merchandise
ourselves, we are forced to rely on our vendors to ship parts when necessary.   We do always offer parts first, but that is
not the only option available to us.
If you still wait for the part order, we can
offer to compensate you for the length of time you are waiting to have the set
corrected.
I understand if you are unwilling to wait,
we will offer to exchange the chaise.  As
this is outside of our normal policy please reply to the Revdex.com mediation site
which option would best suite you. 
Kind Regards,
Tracy S[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 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...

Complaint: [redacted]
I am rejecting this response because:I did not use the plan once before.  In fact, [redacted] REFUSED to service me after my initial request because I wasn't sure how the table got damaged and I had to FIGHT with my salesman at Bobs to get someone from the store to fix the problem.  I want my $69.99 back.  Maybe this would be best settle din small claims court.  In any event, I will make sure NEVER to shop at Bob's again.  You suck at customer service Bobs.  Really and truly. I have never experienced such nonsense.
Sincerely,
[redacted]

Good Morning Revdex.com-
We are very sorry that this piece was not
delivered into the home with the correct seat cushion.  As the retailor and not the manufacturer of
furniture we are at the mercy of the manufacturers we purchase through. We have
placed the part order for the customer. ...

We
understand that this might be an inconvenience for the customer. 
In an extreme effort to meet this
consumer’s demands for resolution we will make a one time only courtesy offer
for resolution (listed below). Should the customer wish to accept this offer they
are able to contact any of our stores for reselection.  Advice the store there is a credit in the
system, the store will schedule the new delivery at the same time as the
pickup, ensuring the customer will have a piece in the home.  
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit).  This 100% will be based off of the original
cost paid for the [redacted].  The cost
of the set, tax and [redacted] Plus plan would all be included and the customer
would not have to pay a new delivery fee. 
This is the only offer of resolution we
are able to make. If the customer would like to accept, they can reply through
the Revdex.com mediation service and we will create the paperwork and email it to the customer
at this email address. 
Kindest
Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because:  The bed broke in one incident of my wife getting out of the bed.  We sent the photos in; I am not an expert but it appeared to break at the grain and sheared the screw.  We do not do anything out of the ordinary on the bed.  There is not reason it should have broken; especially in 2 years.  All I was asking was a replacement rail so that we could enjoy the bedroom set we purchase [$1599.00].  I do understand that if the manufacturer does not sell this model anymore then they should at the very least provide the metal frame at no cost.  We paid additional cost for 5 year protection and clearly it does not appear they want to honor this.
Sincerely,
[redacted]

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

Complaint: [redacted]
I am rejecting this response because: DID YOU READ MY FIRST COMPLAINT?! I said the second couch does the same thing as the first! I called the store and the manager told me to go to [redacted] and buy something to put along the bottom to secure it! Come pick up your faulty couch before it hurts someone! 
Sincerely,
[redacted]

Good Afternoon Revdex.com,
We agree with the customer that this should have been refunded.  We apologize for the miscommunications and
product issues that caused this to be an unhappy experience.  The customer spoke with the store that also
agreed and processed the refund on...

4/23/16. 
This customer should see that post to their [redacted] within 5
business days.  Please advise if the
customer should have any further issues.
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison