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.
I truly appreciate the promptness to this matter and for helping me to live comfortably in my home. 
Sincerely,
[redacted]

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 Morning Revdex.com,
We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s.  I see the purchase was made in April
of 2014.  At the time the sale was
created the customer was offered the options of purchasing [redacted]...

Plus.  This would have extended the
manufacturing warranty from 1 year to 5 years. 
This customer did not accept this option.  The [redacted] set delivered in April of 2014
came with a one year warranty against manufacturing defects.  That year is past.  We are not able to offer parts for this set
as there are none available from the manufacturer.   The cushions on this set are not able to be
opened and filled, so service is not an option. 
We have no recourse available to this customer.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison

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 Morning Revdex.com,
Please consider that this customer entered into a financing
agreement with [redacted] directly and Bobs Discount Furniture provided
documentations and expressed this in writing at the time of sale. Any amount of
interest or financing charges is not under the discretion...

of Bobs Discount
Furniture to charge or remove. The customer did have possession of this
merchandise for a certain amount of time and [redacted] may consider this a
necessary reason to charge interest on the items. The customer would need to
speak to the financing company directly for further information on credit
reporting and interest charges as Bobs Discount Furniture is the retailer, not
the financing company.
I have copied the flyer which clearly explains what the
customer was given.   Thank you for
allowing us to help rectify the confusion.   I have also attached the customer’s specific
sales order, highlighting the area that applies.  On the first page, it clearly states the
interest will be charged on the entire purchase from the delivery date, if not
paid in full.  It also cautions the customer
that paying the minimum required payments will not pay off the balance by the
12 month deadline.   If the customer had
objected to the terms at the point of sale, when they signed this sales order, they
could have canceled the order with no penalty or chosen a different payment
method. 
My Bob’s Card provided by [redacted]
6 Months special
financing from the date of delivery on any purchase of $399 or
more!12 Months special
financing from the date of delivery on any purchase of $1200 or
more!Upon Credit Approval
you will receive an available revolving credit line you can use immediately.Use your Bob's Credit
to Finance purchases Online and In StoreFinance Stocked
Merchandise, Outlet Merchandise, Delivery Charges, and even my Goof Proof
Plus Protection!No Money DownMinimum Monthly
Payments RequiredTo APPLY NOW, click
the link below and follow the easy step-by-step instructions!1. No interest if paid in full within 6
months!
For orders $399 or overInterest
will be charged to your account from the purchase date if the purchase balance
is not paid in full within the promotional period.*
Promotional Plan #
1145For orders $399 or
over.This option is best
for those who wish to pay the purchase balance in full within 6 months.*The
Bob's Discount Furniture credit card is issued by [redacted] Financial
National Bank. Special terms apply to qualifying purchases of $399 or more
charged with approved credit at participating merchants. Minimum monthly
payments are required during the promotional (special terms)
period. Interest will be charged to your account from the purchase date at
the APR for Purchases if the purchase balance is not paid in full within the
promotional period. Paying only the minimum monthly payment will not pay off
the purchase balance before the end of the promotional period. For new
accounts, the APR for Purchases is 28.99%. If you are charged interest in any
billing cycle, the minimum interest charge will be $1.00. This information is
accurate as of 01/06/2016 and is subject to change. For current information,
call us at ###-###-####.2. No interest if paid in full within 12
months!
For orders $1200 or overInterest
will be charged to your account from the purchase date if the purchase balance
is not paid in full within the promotional period.**
Promotional plan #
1015For orders $1200 or
over.This option is best
for those who wish to pay the purchase balance in full within 12 months.**The Bob's Discount
Furniture credit card is issued by [redacted] Financial National Bank. Special
terms apply to qualifying purchases of $1200 or more charged with approved
credit at participating merchants. Minimum monthly payments are required during
the promotional (special terms) period. Interest will be charged to your
account from the purchase date at the APR for Purchases if the purchase balance
is not paid in full within the promotional period. Paying only the minimum
monthly payment will not pay off the purchase balance before the end of the
promotional period.  For new accounts, the APR for Purchases is 28.99%.If
you are charged interest in any billing cycle, the minimum interest charge will
be $1.00. This information is accurate as of 01/06/2016 and is subject to
change. For current information, call us at ###-###-####.

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...

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

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 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...

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 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

Good
Morning [redacted]
I am very sorry to hear you
have located pests in your product; our records reflect that your merchandise
was delivered on 2.27.2015.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected...

by pests.
The bedroom furniture 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 commonly
use (and look to mate near) a human source to further survive and thrive on and
they move around by hitch-hiking on people and their belongings. Although they
may have chosen to manifest and breed within your bedroom set that information
has no relation to how the bed bugs procured their initial residence within
your apartment. Apartment
buildings are highly susceptible to infestation (even when empty of all other
furnishings) because bed bugs can travel room to room in the pipes and wire
holes of the building.
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.  
Kindest Regards,
Stephanie G.
Bobs Discount Furniture

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]

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]

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 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 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- 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...

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 Morning Ms. [redacted],Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for any and all inconvenience we may have causing while completing the delivery of your furniture.Our records indicate that we  successfully delivered the sofa, chest and...

nightstand on April 29, 2015. I apologize the prior delivery attempts were unsuccessful. During the first delivery, the team arrived as scheduled however, no one was  home. We called the two telephone numbers on the account ending in [redacted] and [redacted]-leaving voicemail messages and asked the delivery team to give a description of the building (5floors- 2 glass doors- stairs on the left side of the building and the number of the building on the  left side). We sent a "go back request", that same day to the delivery depot manger however,  approval is at his discretion- unfortunately the go back was not approved and delivery had to rescheduled.  In an effort to deliver your furniture as quickly as possible, we requested an add on for the next delivery day however,  the delivery truck in your area was already at capacity.I understand the excitement and anticipation of receiving new furniture only for there to be multiple delivery attempts.  Your patience is appreciated and your request for compensation is understood;  I will be happy to issue a $25 gift card. The delivery fee is a service for the delivery and assembly of your furniture therefore, we are unable to refund this fee.I have shared your concern regarding the unanswered calls, emails and internet correspondence with management as we have departments in place to respond to each method of contact.Your business is greatly appreciated.Thank you,[redacted]