Blue Ridge Travel

I Still have not received a phone call from any management and they're not going to do anything?? They just admit that they were clearly wrong, cancel an order and not even attempt to get the customer back that had purchased from them before?Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Thank you for your response.  However, I do want to bring it to your attention that I did received the phone calls from Bob's furniture and while I was on the phone with customer service explain to them that the delivers guys were at the wrong house, your delivery team did called me on the other line. I than tried to explain to them that they drivers were leaving. I explained to your delivery team 4 times in 2 different languages they their drivers were at the wrong house and they insisted that they needed to go home because this was there last stop. I understand mistakes happen and if it was just of going to the wrong house I would be understanding. However I was on the phone with your delivery team explaining to them what there mistake was and they refused to fix it and left the house and returned back to the warehouse anyways because they stated they didn't understand my English.  That is where my complaint stands. I will reschedule my delivery like I did, but I'm refusing to spend anymore money or time with you delivery team and how unprofessional they are. As a big business you should take action on how they handled the situation because I am not the only person who has had this issue with them. Thank you!

Good Morning Revdex.com-
We are very sorry that this sofa did not
live up to the customer’s expectations.  Normally
we do agree with our technician reports, but in this case I can see the piece
is extremely well cared for, there is reason to believe it may be a defect.  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).
 
If this customer would like to accept an
exchange on the sofa, reply to the Revdex.com mediation service and we will create the
paperwork and the customer can call and schedule the exchange
Kindest
Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry that this has not already been addressed.  We have reviewed the tech photos and report and do find there to be some manufacturing concerns, there is also some in home damage present.  Due to the manufacturing concerns we will offer a onetime courtesy...

exchange.  The exchange has been created the customer can call into customer care at their earliest convenience to schedule the Norway three pack table group exchange.  Sincerely,Tracy S[redacted]Corporate LiaisonBob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com- We are extremely sorry that the error in the delivery address was not caught when the sale was reviewed at time of purchase.  That error has obviously cost us this customer’s trust.  Every order defaults to the bill to address, unless updated.  This order was...

not updated, as the previous one had been.  When the store changed the address on Sunday, it changed the route for the delivery schedule on Tuesday.  The new route, that the delivery address put this customer in, was completely full.  We look at two things when trying to add a stop, does the truck physically have space for this merchandise and does the team have time to add another stop.  We have to adhere to the Department of Transportation regulations on how many hours a team can be on the road. We do not change addresses over the phone as a precautionary measure to prevent fraud.  We are able to cancel an order over the phone, at a customer’s request, as it goes back onto the original method of payment, so there is no danger of fraud.  We are very sorry that this customer’s request could not be accommodated.  We would not want any customer to feel that they are not valued, as that is certainly not the truth.  We are very sorry that the customer had such a poor experience; we hope that they will give us another chance in the future.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com-
We are very sorry the customer is dissatisfied.  Our service policy clearly states that
concerns are rectified with parts and service. 
The customer has the parts ordered. 
If she chooses not to have a technician inspect the noise in the
loveseat that is certainly her choice to make. 
Without an inspection as to the cause and condition on the frame we
would not be offering any other resolution. 
This was reviewed with our Service Department Manager and this is being
taken very seriously.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com,
 
Please pass on our
sincerest apologies for the level of failure our customer is citing to have
endured overall. I assure our customer that I am communicating the information
that I have located within our records.
 
As a business we
absolutely have a sound and appropriate resolution in place (pending exchange
on 2.06.2016) however at this time I feel the negative impression this customer
has of our business is nearly unchangeable. I believe that should we deliver an
item with no manufacturing concerns the customer will still remain unhappy with
their purchase from us overall.
 
With this being considered
we will agree to work outside of our policies and offer to remove the sectional
and sleeper sofa mattress and provide our customer with a refund of the price
paid for these items ($899), Special Order Fee ($39.99), the payment we
received for the Goof Proof Plus Protection ($99.99), and any applicable state
sales tax after the merchandise has fully returned to our inventory.
 
If the customer would like
to accept this option we can keep their current scheduled date of 2.06.2016 and
remove the sectional and sleeper sofa mattress on that date or we can select a
different date based on the customer’s preference.
 
Our business values the
mediation services the Revdex.com provides, however should the customer prefer to
contact me directly to discuss our offer further they are welcome to by email
at [redacted] .
 
In closing please note
that I am leaving the customer’s account scheduled for the pending exchange on
2.06.2016 pending confirmation from the customer.
 
Sincerely,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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]

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 Afternoon Revdex.com-We are sorry that this customer is not willing to submit photos through the Revdex.com mediation service.  We do support our technician and work off the reports that they submit.  The technician deemed the damage in the home was not due to any manufacturing defects.  Without photos to contradict what the technician has reported we would not be able to offer any recourse.  The merchandise has a five year warranty against manufacturing defects through Bob’s and a five year warranty against accidental damages through [redacted].  There is no warranty for misuse or damages incurred through wear.   The tech reported to us that the floor is uneven causing the wood support to warp.  Previously the technician had reported that too much weight in the drawers was the issue on that visit, but was able to reattach the inside panel. Kindest Regards,Tracy S[redacted]Corporate LiaisonBob’s Discount Furniture

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 Afternoon Revdex.com- We are very sorry that the customer is not completely satisfied.  We do see that the original sofa was delivered with an issue with the seat cores.  This was exchanged on February 22nd.  There was also an issue with the Chest.  That was exchanged on May...

2nd.  If there are other issues that need to be addressed we can certainly discuss resolutions, including the possibility of discount.  We would need to have photos submitted to us before discussing any options.  If the customer could take photos of the issues that they are reporting and post those to the Revdex.com we will review for recourse.   We have reviewed the delivery photos from both the chest and the sofa and we are not able to see any damages or defects.  Sincerely, Tracy San[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Morning Revdex.com,
Please pass on our sincere
apologies for any miscommunication or confusion that occurred during the
delivery on 12.24.2015 that caused our drivers not to remove the old mattress
as intended. We must maintain a certain amount of confidence in our delivery
team’s ability...

to determine if a wet mattress that has been left to the
elements is actually safe to place on their vehicle along with other customer’s
new merchandise. Our records indicate that our Customer Care Team provided the
customer with the best service they could provided this unique concern. We
spoke to this customer several times on 12.30.2015 (yesterday) and offered the
customer a $50.00 Bobs Gift Card as an apology for the missed mattress pick up
and even offered to escalate their concern internally to a higher
representative.
                Please
note: that any agreement for a higher representative to follow up should be
considered as met at this time as the customer has selected to use the Revdex.com
mediation services and we are now responding solely thru this channel as one
organization.
The customer’s account also shows
a notation that on the day of the initial delivery (12.24.2015) they accused
our driver of consuming alcohol in their home and later called back to recant
and apologize to us for this statement as our delivery driver actually refused the alcohol the customer was
offering to him. This is relevant information because there was clearly
activity going on during the 12.24.2015 initial delivery that the delivery team
wished to avoid by exiting the residence after they completed their actual
delivery of merchandise. This may or may not have contributed to the driver
leaving before taking the old mattress however it is a relevant fact that
deserves attention on behalf of this unique concern.
We apologize again that we are
unable to remove a mattress that has been exposed to the elements and as our
business did not instruct the customer to leave the mattress outside we are
unable to take ownership for the actions of the customer in this case. We have
tried to offer the customer a token of our apology for the inconveniences this
concern ultimately causes them and will upgrade our original offer ($50.00 Bobs
Discount Furniture Gift Card) to the compensation offer listed below:
If the customer does not want to
accept out gift card offer we instead, offer to refund $75.00 from the delivery
fee paid to us as recognition that the delivery was not completed in the manner
disclosed at this time of purchase.
If the customer would like to
accept the $75.00 refund option please ask them to respond to the Revdex.com as ‘satisfied’
and we will then create the necessary paperwork and reach out to the customer
to fully process the refund back to their original method of payment.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are sincerely sorry that there seems to be miscommunication.  We do not schedule specific timeframes.  Our stops our routed geographically to allow for maximum efficiency.   We do have a process in place for asking the team to go back.  The final...

decision on the team being sent back falls to the depot that they work from.  The depot has the ability to check to see if the team will be put over the maximum hours federally mandated by Department of Transportation.  In many cases, a team is willing to go back, as they only are paid for the stops they complete.  If they are sent back, it may cause them to go over this mandate; this is done for the safety of our teams and all drivers and passengers on the road.  The depot has to calculate the remaining stops and check the estimated finish time before sending us a response. If the team is able to be sent back, they will be.  The teams are only paid for completed stops, so they certainly want to go back.  Customers often are looking for an immediate answer on the approval.  It is not something anyone in customer care can answer.  We have to wait for a decision from the depot. We were able to complete the delivery for this customer on 8.10.17.  I am very sorry for the stress and frustration of the failed attempt on 8.8.17.  We would like to offer the customer a store credit in the amount of $50.00 as a token of apology.  If they would like to accept, please do so through the Revdex.com and we will create the paperwork.  Sincerely, [redacted] Bob’s Discount Furniture Tell us why here...

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

Good Morning Revdex.com,
We remain very sorry that our
customer is experiencing any disappointment with the furniture they selected to
purchase from us. At this time our business has arranged to address these
concerns under the policy and procedure we set forth during the sale of this
merchandise.
The arranged service with the
service professional has yet to occur therefore any further discussion
regarding what our offices determined not to be a defect without being present
in the home and why is not proactive and is ultimately unwarranted given the already processed resolution for the
technician visit on 12.10.2015.
We will continue to address these
concerns under the policies communicated to all customers at the time of sale.
As previously stated:
We maintain confidence that the service professional arranged for
12.10.2015 will be able to provide satisfaction with repair and/or alternate
results for any factory defects
present. If there are no factory defects present we will be unable to offer the
customer further recourse as the terms we communicate (whether written or
verbally) at the time of sale and via our website are in place to keep
resolutions fair for all customers alike.
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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]

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 [redacted] 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,                                         ...⇄ [redacted]
Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

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]

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]