Blue Ridge Travel

Good Afternoon Revdex.com-
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
We absolutely recognize that we have failed this customer.  The compensation that was offered as an
apology to this customer is substantial. 
In an effort to try to make this right for this customer I will offer an
additional compensation.  I will offer to
step outside of policy and refund this customer the delivery fee back to one of
the credit cards used on the original order. 
If this customer wishes to accept this final offer of
compensation please have the customer reply to the Revdex.com mediation site that they
accept and I will create the refund.  I will
reach out to the customer to advise it has been created and they can reach out
to the store to add their credit card information for processing.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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 Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery.
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. While it is not normal procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our normal compensation guidelines and policies.
We have completed the delivery at this time.  We have not been advised there are any other
outstanding issues.  We would like to
offer the customer a gift card as a token of apology.  We can understand that they may have lost
faith in our delivery process.  There are
many items available to take from the store as well.  This gift card can be used towards a larger
purchase or to purchase lamps, rugs, wall hangings or statues.   We hope that the offer of the gift card will
be seen as an attempt to make the situation right and the item purchased will
remind the customer that we do value our customer’s time.    At this time we would like to offer this
customer a Bob’s Ecard in the amount of $150. 
If this customer wishes to accept this offer they can simply reply to
Revdex.com that they accept.  We will then send
the necessary paperwork to our gift card processing team and the Ecard will be
sent directly to the email address on this complaint in 3-5 business days.
 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. [redacted] is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount...

of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
I was able to review the [redacted]
account for this customer, and it does appear to match what the customer has
advised in this complaint.  When the
customer said they didn’t know when or how the stain occurred, [redacted]’s agent
offered the option of keeping the claim open for 24 hours, to be amended.  The customer refused the offer, the claim was
closed as it was not called in as a verifiable accident. 
In an extreme effort to make this
right for the customer we do have a few options to offer the customer-
unfortunately this set is no longer available, so exchanging the table is not a
viable option. 
*Reselection
credit on table top and base only at 100% of purchase price-$345.76 this would
fulfill the one-time option for replacement so there would be no GPP credit, we
will waive delivery fee and removal of table will be done at time of delivery.
*
We can offer a discount of the table if the customer wishes to keep this table
in the home. This would be a concession to keep of 20% of table top and base
only-$69.15 which would keep the warranty intact or $103.72 with no warranty.  Refund can go back to [redacted] or be a Bob’s
Credit
*We
can offer a 100% reselection credit on Table only and 60% credit on chairs ($271.94+$345.76)
this would fulfill the one-time option for replacement so there would be no GPP
credit, we will waive delivery fee and removal of table and chairs will be done
at time of delivery.
Please have customer review these
options and advise which one would best serve their needs and we will create
the paperwork.
 Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Complaint: [redacted]
Revdex.com:I tried calling Stephanie back last week and there was no answer. I left a voicemail, but have not received a call back. Since filing this complaint, I have received my bed frame, but I still have not received a refund for my delivery charge. The status of repairs done to damage during delivery is halted as I wait for the property management company to give me a quote for the repair. 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. I had to make many, many calls and complaints faxes to the company [Bob's] before I could get them to accept that when manufacture defects show up in furniture within 2 months a customer has rights to exchange if cannot e fixed. Their customer service did finally agree to exchange the furniture which has now made me happy - it has been delivered, but it was a VERY horrible experience for me and my PCA, [especially with my being elderly and disabled]. Much, much stress was inflicted by their customer service people - I had to talk to at least 5 of them to get anyone to do anything even though their own website states that they take care of furniture with manufacturing defects up to 1 year and this was within 2 months. I won't take up any more time, I am finally taken care of. Thank you to the Revdex.com for your help.
Sincerely,
[redacted]

Good Afternoon Ms. [redacted], I attempted to research your account using the name and address provided in the Revdex.com complaint but was unsuccessful; I also tried calling you but there was no answer. Please provide the identifying account information such as the order number, customer master or name...

and telephone number associated with the sofa you reference. Once this information is received, I will be happy to follow up with you and see what options for recourse we may have available.Thank you,[redacted]

Good Morning Revdex.com,
Please pass on our sincerest apologies for
the inconvenience the multiple deliveries and damaged product caused our
customer. We can certainly understand the customer’s frustration and
acknowledge the reasons why the customer felt a refund was the appropriate
resolution...

for the concerns we caused.
As of 1.16.2016 the customer entered into
several agreements with us which have brought resolution to their concerns.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry for any misunderstanding that may have occurred.  We are showing that this reselection was
rescheduled and the reselection was able to be completed on 3.9.17.  We hope that the new pieces in the home will
bring this customer many years of...

happiness. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

I still think I shouldn't have to pay the $350 delivery fee. 
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]

Good Afternoon Revdex.com- We are very sorry if there was any misunderstanding.  Guardian did not deny the claim.  The claim has been processed and the credit is available in our system.  The customer should reach out to their store for details.  Credit [redacted] Sincerely, [redacted]...

[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com- We are very sorry that the customer is so frustrated.  We don’t believe it is unusual for a business to try to save a sale.  The customer receiving a call trying to reschedule to save the sale is just business.   We are sorry that we were not able to satisfy this customer.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because: The recourse that was offered by several customer service representatives wasn't seen through as information was falsified. The Mattress and Foundation Warranty specifically states that it covers cracked or loose support beams, compression or unstapling of support elements, separated or lose grip top, lose, bent or defective wood beams, and sagging, but only when continuously supported by an appropriate frame with a rigid center support, all of which apply to the current condition of my foundation. I have had this furniture for almost 3 years yet normal wear and tear wasn't taken into consideration but instead an assumption that I am negligent. In addition, the carelessness and disregard for my health leads me to believe that customer satisfaction is not a priority. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Even the goof proof protection rep said the problem is a manufacturing defect. After all, material used is flimsy enough to rip and tear when sitting on in in one year's time and the stuffing in the attached pillows has balled up and DISAPPEARED. How can you say that is not a fault of the manufacturer? Plus the springs sunk so we cant sit on the furniture -- if the piece was manufactured correctly, this too would not be happening. We are a house of four adults who all work so we are not even using the furniture during the day. For wood (or flakeboard, not sure what it is) to flake off of pieces , fabric to tear, springs to sink in...all for a few hours of usage some nights in a little over a year's time, certainly DOES seem the fault of the manufacturer. I have owned sets from many manufacturers through the years and so have my extended family and none of us have ever seen or heard of this happening. They need to take responsibility that thiese are faulty manufactured products and stand behind them as they said they would when I purchased them. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Dear Mrs. [redacted],I apologize that you have been unsuccessful reaching [redacted] to discuss and resolve your concerns. She confirms receiving one voicemail on 6/24 but none prior. Your complaint has since been transferred to [redacted] M., another customer care supervisor. I have provided her with your contact information and I am certain that she will be in contact you with you within the next 24-72 hours, if she hasn't already.

Dear Revdex.com,I called and spoke with Mr. [redacted] after reviewing his account. Due to the part order delay, I have agreed to exchange the sofa. Delivery and pick up is scheduled for June 10, 2015 and he will receive an automated call a few days in advance confirming the estimated four hour time frame...

window.Thanks,
[redacted]

Good Afternoon Revdex.com,
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the purchase that the customer is
referring to signifies that it belongs to...

the [redacted] – not Bobs
Discount Furniture.
I can confidently state that this type of agreement is commonly reviewed with
an [redacted] Representative and signed with an employee from that company
directly. We do not train our sales professionals or customer care agents on
the inner workings, terms, or conditions of this contract as it is a document
that our company is not authorized to manage, update, or change in any
way. The company reaching out to the
customer is not Bob’s.  The company the
customer has issue with is [redacted]
Bob’s Discount
Furniture is responsible for the warranty on the pieces that were delivered on
May 24, 2016.  We have not been made
aware of any issues with the merchandise. 
If the customer is
unable to maintain the payment agreement that they made with [redacted] they should reach out to that company for resolution. 
Kindest Regards,
Tracy N. S[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 there was a resolution but not due to Revdex.com.
This was not due to the person that responded on Revdex.com. I negotiated a credit thru my own correspondence on social media. This person was absolutely no help and was not understanding to my issue at all.
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are very sorry that the delivery failed.  We have reviewed the photos the team took of the damages.  There was a small tear on the top corner.  Unfortunately, sometimes in our loading and unloading process, pieces get damaged.  The customer chose to...

cancel their order for a refund.  As the customer paid by check, we do have to wait to ensure that we do not receive an issue with insufficient funds, before we are able to issue a refund check.  This is standard policy for retail businesses.  We are very sorry that this leaves the customer without furniture.  We could have offered the customer many different options in lieu of canceling everything for a refund.  The check will be cut and mailed out of our corporate office per our policy.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...