Blue Ridge Travel

Good Afternoon Revdex.com-
Please see the attached pictures (3 pages) that we
have included for your review on this claim.
These pictures were taken by our technician who
visited the home on 8.6.16 and explicitly show the lack of care that this
merchandise has suffered. While we apologize...

that our customer is unhappy with
the product we are unable to offer resolution when the overall condition and
cause of the product’s demise is directly related to the accumulated abuse the
item has received in its environment.
I truly wish I could offer this customer recourse
for her concerns however the pictures speak to the reasons why this merchandise
is in such bad shape. The reasons for this merchandise’s current state are not
related to factory defects or a fault of our business.
We apologize to our customer that we are unable to
take responsibility for damages that are caused completely outside of our
control.
This customer did submit a claim with [redacted] as well.  They reported to [redacted] that the damages
occurred about 2 months previously and that she had no idea how or why.  This would not be covered under the [redacted] plan as all reports must be called in within thirty days with a clear
indication of the accident that occurred causing the damage. 
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with us.  We appreciate that the customer allowed us the
opportunity to try to make the concern right with the second attempt.
I see that this...

customer has already spoken with my
colleagues in the store and it appears the store has already granted the
request for the merchandise to be picked up. 
This is scheduled for 4.26.17. 
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

Good Afternoon Revdex.com-
We are very sorry for this concern.  Our
technicians will attempt to tighten, brace or repair any concerns a customer
has, whether they are manufacturing or not. 
They do this as a courtesy for the customer.  The tech trying to assist does not make the
concern a manufacturing defect.
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because:  I think that I am the one who's the victim here.  It's not fair that I purchased something under one year and it's garbage.  Besides the analogy about the tires make no sense because when you buy tires with warranty and no matter what happened they fix it especially if it's under one year.  I don't want all these back and forth, I want justice.  Bob's furniture need to stop robbing people and be more professional.  I purchased furnitures less than a year and they all fall apart, wow; cheap furnitures.  I don't think Bob's furniture wants to loose their reputations over 2,600 dollars.  I think they should do better and refund my money or fix my furnitures.  please that's all I want not war.   I didn't come to your store to rob your furnitures, I purchased; if not I would of been in jail by now.  What make you think it's fair for Bob's furniture to rob me.  I didn't mishandled my furnitures they are cheap that's all.  Bob's needs to get better quality Furniture so they can stop robbing people.
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are very sorry that the customer has been so frustrated.  There was an error made in the store.  To rectify that error, the customer was given a brand new chair at the outlet price.  On top of offering the customer a discount of 50% on a brand new chair, the customer was given free delivery on that chair.  We are sorry that the customer does not feel that this is sufficient.  We would not be able to offer additional compensation. Sincerely, [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because:I will accept the terms of compensation for the $149.99 delivery fee once that is specified explicitly in writing.  The information offered in the company's response was too vague: "We agree to this customer’s request for compensation.  This is the only compensation we will be able to offer on this order..."  Please explicitly state that the compensation that I am receiving is a full refund of my $149.99 delivery charge. 
Sincerely,
[redacted]

Good Morning Revdex.com-
We can
understand this customer’s reluctance to part with this set it is a beautiful
set. 
We do absolutely trust our service technician’s reports.  The tech did report to us that the set
currently in the home was missing the center support leg, causing it to
slightly cave in the center.  He had
reported that we needed to order a new support leg to be installed.  This leg should have been installed at the
time of delivery.  For this reason we
have offered the reselection. 
 
We can send out
the center support leg to the customer, we have it in stock.  I don’t see in the account if this had been
offered to the customer by the technician or the agent that took the tech’s
report. 
 
We would not be
able to extend an offer of refund to the customer.  I can keep the credit open in the hopes that
they are able to find another set that they love.
 
Kindest
Regards,
Tracy S[redacted]
Corporate
Customer Care Liaison
Bob’s Discount
Furniture

Good Afternoon [redacted],
It was never my intention to
place blame within any of my communications and I do apologize that you were
left with that perception.
We
truly regret that you are experiencing this concern but the fact remains that
our business did not deliver you a product infested with pests therefore we are
unable to offer you any recourse relating to this concern.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaisons

Good Morning Revdex.com-
We are sincerely sorry for the delay in delivery and inconvenience
that multiple attempts on delivery caused this customer.  We have already set the delivery fee up for a
refund back to original method of payment it is waiting until the customer
reaches out to the...

store with the original credit card information; this is
something we do not keep on file for security purposes.  Refunding the delivery fee is outside our
normal policy, it is not something we normally offer.  We would not be able to offer additional
compensation for this customer. 
o   
Anytime
after 10am and before 9pm Dial ###-###-####
o   
Press
the number one (1) on your keypad when you hear Bobs voice.
o   
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]
o   
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

Good Afternoon Revdex.com,
I am so
sorry to learn of our customer’s poor experience with this purchase. I can only
imagine how frustrating this has been for our customer and completely
understand their position at this point.
As a
retail chain, and not a manufacturer, we have little control...

over the
availability of some product. As this is a shipment our inventory system
clearly expected in sooner there is always the chance that the overseas
shipping container will make it to our Distribution Center sooner than the
anticipated date we have right now. Please pass on our sincerest apologies that
we haven’t been able to deliver this purchase as advised to our customer and as
we have disclosed the merchandise will not be made available to us to deliver
to the customer prior to the currently scheduled date.
I do
feel the customer’s aggravation is rightfully placed however Bobs Discount
Furniture is unable to change a payment made by a consumer’s credit card to a
financing agreement thru [redacted]. The consumer would need to visit our
showroom (in person for security reasons) and apply to [redacted] for any
of the financing options we offer. The interest rate stated by the customer is
a charge that comes from [redacted] as a part of the terms disclosed in
using their purchasing option (s), Bobs Discount Furniture does not charge
customers interest on purchases nor do we have the ability to control the
interest charged by a consumer’s (third party) credit card.
We are
not “holding on to” anything at this time, the customer may have the funds
spent towards the purchase refunded to them at any time by advising us that
they would like to cancel their order. Clearly we have failed our customer and
are very embarrassed about the level of failures our customer has endured and
while it is certainly not the outcome we want it is an available and
understandable option that the customer may request prior to delivery.
We have
the current options available for recourse in relation to this customer’s
concern:
              
Either:
·        
To go into a store location and see if there
is a similar item available with stock on hand so there is no delay in delivery.
We will give the customer the store credit of what they paid for their
merchandise plus 5% to use towards a different item and refund the charge for delivery
after the delivery has been
successfully completed to the customer
·        
To wait for the item the customer initially
purchased with the understanding that the tentative delivery date, based on all
relevant system information we have, would be as currently scheduled and we
will return (in the form of a refund) 5%
of the customer’s merchandise purchase price plus the delivery charge- after the delivery has been
successfully completed to the customer
·        
Or, a cancellation and full refund of the
customer’s order
Again I
do hope the customer can accept our most sincere apologies for what has
occurred; it was never our intention to communicate any delay in shipment or
disappoint our customer.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry for any confusion or misunderstandings that occurred.  We would not want any of our customers to be treated in a rude or disrespectful way.  That is both unprofessional and unacceptable.  We are very sorry that was the impression the customer was left with.  We are glad that the customer finally received the hardware needed.   Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com-
We are very sorry if we did not make our last response
clear.  The bed is the [redacted]  This bed is made by a company call Hillstreet.  Bob’s can not order the legs as a part, the customer
might be able to get them from the manufacturer directly.  We can not. 
Not every piece of furniture we carry in our showroom has parts available. 
We are sorry; Bob’s is not able to assist with this
matter. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. Guardian (Crypton 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.
We provide a general flyer at the
time of sale that very clearly indicates there are some exclusion(s) to the
protection plan, that the plan is for accidental damage coverage,  and the document further encourages the
consumer to read their full plan papers for the list of exclusions. As the
manager of the plan, Guardian is responsible for sending the consumer the plan
documents. Should the customer decide that they would like to review the
complete plan documents as the flyer suggests and they don’t have these
documents, we assume (as any retailer would) that the customer would then try
and obtain said documents for review. Had we been made aware of the need for
these terms and conditions we most certainly would have provided them upon any
request. As it is not typically a document we provide we literally have no way
of knowing whether the consumer has received the complete plan or not and we
see no reason not to trust that Guardian is continually sending these documents
as many claims for coverage are routinely approved.
I have attached the terms and
conditions (Guardian provides) for your review. Please see the below exert from
the Terms and Conditions page as it is clearly indicated that an accident must
be reported to initiate coverage details within the protection plan:
CRYPTON
BRAND COVERAGE:
•
……. The Plan covers materials and labor costs to service your furniture item in
the event your furniture item becomes accidentally damaged during normal
residential use ……
 
We again apologize that the customer didn’t receive the service
expected from the Guardian company and are willing to look into this claim
further for the customer at this time.
At this time we ask that the customer provide photographic
evidence via this Revdex.com channel of the damage and the merchandise. This
merchandise has been in the customer’s possession for nearly five years and as
there is no remaining warranty coverage thru Bobs Discount Furniture remaining
we reserve the right to inspect the merchandise prior to disclosing what (if
any) type of courtesy offer we are able to make.
To move forward please advise the
customer that we require a minimum of four (3) pictures (in color) for each
item that is listed in the report to Guardian. I have listed the requirements
below to ensure our request is specifically notated:
-Minimum 3 Photos of the Bed (or
its pieces):
               
- 1 Picture that clearly shows the entire Bed or its pieces
(rails/footboard/headboard) if the bed is fully disassembled
-
1 Picture that clearly shows the damage marks at close range
                 -1 Picture that clearly shows the damage marks
at a distance
We will review these photos and
respond with what, if any, options for resolution we may have to offer this
customer.
Sincerely,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Afternoon [redacted] and Revdex.com,
We are very sorry that the delivery was not able to be
completed.  We would not expect our team
to conduct themselves as anything less then professional.  The team called because they were running
early.  We do require that delivery teams
wait...

ten minutes from the beginning of the assigned timeframe.  Our records indicate that the customer’s
timeframe began at 12:30, so the team was required to wait until 12:40.  If the customer is not home, or the person in
the home is unwilling to allow them to complete the delivery they are required
to move on to the next stop.  We can not
make allowances for someone asking the team to wait longer.  Every customer on the route is given a
timeframe, if every customer asked the team to wait; we would not be able to
complete deliveries within allotted timeframes. 
We are very sorry that the customer was not satisfied with
the delivery teams conduct.  We hope to
redeem ourselves in the future.
 
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Dear Ms. [redacted],Thank you choosing Bob's Discount Furniture for your home furnishing needs. The goof proof warranty provides coverage against most common types of in home accidental damage, when properly reported. Inside the cleaning kit is a detailed copy of the warranty that explains the...

inclusions, exclusions and how to file a claim. Your most recent claim was denied because you indicated that someone sat down with wet jeans and the dye from the jeans transferred to the sofa.Although dye transfer is not covered, I have processed the necessary paperwork allowing the replacement of the Laf sofa ([redacted]) however, you will no longer have goof proof coverage on this item.Bob's Discount Furniture appreciates your business and ask that you familiarize yourself with the goof proof plan. Please contact our customer care center at ###-###-#### to schedule the pick up the damaged sofa and delivery of the new sofa.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]

Good Afternoon [redacted],
I don't blame you for being very upset with us and on behalf of Bobs Discount
Furniture I extend my sincerest apologies.  I know and acknowledge how
unpleasant this entire ordeal has been for you and while I know this is your
Bobs experience I assure you that we...

would not be continuing to grow if all our
customers were met with so much disappointment during such an important
purchase.
Your comments regarding the service you received by our team are very important
and concerning to us. You deserve only the best service, especially when you
visit Bobs and I apologize again that we let you down.
Our records further indicate that your order was canceled on
5/16/16.  The refund was sent over to
[redacted] on 5/17/16.  Per [redacted] policy
this does normally take 3-5 business days to post back to a customer’s
account.  This is their policy, not
Bob’s.  As much as we would like to be
able to, we can not force them to return funds any differently then what is
stated on their own website.  Please see
attached, I copied their policy where it does clearly state 3-5 business days.
I would expect that the funds be 
completely reallocated to your method of payment by this Wednesday (5.25.2016),
if this is not the case, please feel welcome to respond back to us via this Revdex.com
channel and we will preform more extensive research with our Accounting
Department.
Once more – the funds have been completely released from our end
and at this time, you are waiting on the refund due to the processing time associated with [redacted].
I apologize again for the inconvenience our failures caused you and genuinely
hope that you will provide us with another opportunity to earn your trust back
in our business in the future.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Afternoon Revdex.com-
We understand the customer is frustrated.  We are offering to intervene, on this
claim.  We do not have access to anything
the customer has sent the delivery depot. 
That is a company completely separate from Bob’s.  For us to be able to step in and see if any
resolution is possible, the customer would need to send us the photos and
estimates.  We do not have access to any
of the information the customer references in their response.  We hope that the customer will reconsider and
submit the requested information. 
Sincerely,
Tracy S[redacted]
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. Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records. I have looked under the name,...

phone number, and address provided here and am not able to match it to a sale.   Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further?  They can locate this order number via the sales receipt provided at the time of purchase. If the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any alternate phone numbers that may bring up their account records.   We ask that the customer responds to us thru this Revdex.com channel 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...

From: [redacted]
Sent: Wednesday, September 09, 2015 8:00 AM
To: [redacted]
Subject: Revdex.com Complaint # [redacted]
 
Revdex.com: Please include all information from our responses as well as
the customer’s pictures for recording/historical purposes into the claim
number.
 
[redacted]
Good Morning [redacted],
While I certainly appreciate you reaching out to me directly and
thank you kindly for sending the photos, it is most appropriate to use the
mediation channel you felt motivated to procure thru the Revdex.com. It is important
for all customers and all businesses alike that both parties are properly
represented as responses are made public for all consumers to review. Please
feel welcome to use whatever communication channel you are most comfortable
with – my direct responses will remain addressed to the mediator in this
scenario (Revdex.com).
 
[redacted]
Good Morning Revdex.com,
 
The customer’s one year guarantee period
directly thru Bobs (this would be listed on the sales invoice sheet) has long
been expired. The expiration of the factory defect guarantee occurred on
12.27.2013, nearly over two years ago, and our records show no report of
concern for any defect since March of 2013. Like many other protection plans
sold on automobiles, electronics, and appliances there are going to be
exclusions to coverage to keep the plan fair for all customers alike.
 
As a business completely separate from the
protection plan the customer selected to purchase we do care very much about
making an effort to satisfy our customers in a fair and adequate manner.
 
As an extreme courtesy we are willing to offer
this customer a one time option for reselection (store credit to pick a
different set) at a prorated percentage. Please see below for the option
outline, should the customer wish to accept this offer they can respond to us
via this Revdex.com channel as ‘Satisfied’. We will have a retail representative reach
out to the customer to make them aware of their active credit after the Revdex.com
claim has been fully closed.
 
Option for resolution:
We will provide the customer with 75% store credit based on the price paid to
us for the sectional sofa ($645.00).
 
This store credit will allow the customer to reselect to a different set whose
material makeup may fit their needs and longevity expectations better.
Once they have visited a showroom to make their reselection (within the next
two months) we will expect to remove the current merchandise they have in their
possession on the same date we deliver the new selection.
 
As an additional apology we will also cover the cost of any
delivery fee associated with the newly selected merchandise (that is approx. an
additional $100.00 savings credit for the customer) should the customer accept
this courtesy offer for resolution.
 
I look forward to hearing back from the customer and apologize
again that they have spent any of their valuable time on solving their
furniture concerns.
 
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison