Blue Ridge Travel

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
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 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 Morning Revdex.com,
Please apologize to our customer
for any type of confusion he feels may have taken place during the time of
sale. We do not “take advantage” of our customers, this item was picked up (and
shipped by the customer to their home) as an outlet purchase, was the item...

not
inspected at all by the consumer prior to it being purchased or signed to as
accepted as is to on its way out of the pick up location?
Our records indicate that the
customer has communicated a concern with the back of one of the recliners and
our company has already worked beyond our policy by offering to arrange to have
the item serviced (at no cost) by one of our professional service technicians.
At this time the courtesy service/
repair visit is a valid offer for recourse on an item sold to the consumer in ‘As
Is’ condition and we stand behind this offer as the most fair and adequate
offer a retailer can be expected to make in this scenario.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry that the customer remains frustrated.  We do not offer preference on timeframes.  The agents attempted to assist the customer but were not able to offer that option.  The agents followed policy and after reviewing the account and calls we find no errors on the part of the agents.  We are very sorry we were not able to accommodate the customer’s requests.   It is not something the agents are able to offer.  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

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...

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,
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 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 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...

Good Morning Ms. [redacted],Thank you for choosing Bob's Discount Furniture. I apologize that the merchandise and extended goof proof protection have failed to meet your expectations.Our records confirm that the sofa set was delivered, December 2012 however, there is no record of you contacting our...

store or customer care center since receiving delivery and expressing concern with the merchandise. The one year manufacture warranty has since expired however, I ask that you send photos of the overall condition of the sofa as well as a couple photos which showcase the damage you are reporting; I will then share them with our Service Manager to see if "best effort" repair or replacement parts is possible. In regard to the goof proof protection, Guardian is designed to provide coverage against most common types of in home accidental damage, when properly reported. Guardian has very specific guidelines as it relates to claim filing, coverage and exclusions; damage resulting from the beak, teeth or claws of an animal is not covered. Bob's Discount Furniture does not have the ability to overturn a denied goof proof claim as Guardian is a separate entity. I apologize, if the plan was misrepresented at the point of sale.Your business is appreciated and upon receipt of the requested photographs we will revisit your claim and determine what options for recourse are available.Thanks[redacted]

Good Afternoon Revdex.com- We are very sorry that this customer feels they are being treated unfairly.  The customer can call in to customer care at their earliest convenience to have a service written and scheduled for a technician to come out to the home and inspect the mattress.  We would not be offering any resolution until the mattress has been inspected.   Sincerely,Tracy S[redacted]Corporate LiaisonBob’s Discount Furniture Tell us why here...

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]

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]. After hours of talking to this company and fighting for my warranty they finally decided to lt me pick out new items. I still will never shop in this store again. The store would not budge until I said I filed a complaint against them. Thank you for working on my case for me.
Sincerely,
[redacted]

Good Afternoon Revdex.com- Due to the nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution.  We were not able to speak with the customer, only to leave a voicemail.  We have set up the exchange on the table.  We want to stress the...

importance of the exchange.  The table leaves are cut specifically to each table.  When the team comes out to do the exchange, make sure the old leaf goes with the old table and the customer receives the new leaf.  The old leaf will not fit the new table.  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 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...

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

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