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.
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.

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

Good Afternoon Ms. [redacted], I apologize for the delay and inconvenience surrounding the much needed part for the power recliner. I understand your frustration, especially given the necessity of the recliner.Our records indicate that we received your [redacted] payment on March 14, 2015. Generally parts...

such as motors are in stock however, when they aren't we must place a order with the manufacturer and the expected ship time can between 3-4 months. At your request, we have canceled the part order and processed a refund check, which you should to expect to receive within the next 7-10 business days. I apologize that we weren't able to get the part much sooner. Given the 2012 date of delivery, you are not eligible for a full replacement of the recliner however, our technician indicated that the motor is failing as a result of a manufacture defect. As a courtesy I can reenter the part order, free of charge as a one time courtesy.  The order time and expected date of arrival will be late August, early September. Would you like me to reinstate the order?Thanks,[redacted]

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

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]

Good Afternoon Revdex.com- We are very sorry for any confusion or miscommunication this customer is experiencing using the warranty for the merchandise purchased from Bob’s.  I see that this purchase was delivered on 4.15.14 and at the time of purchase, the customer purchased the option of Goof Proof...

Plus.  This protection plan has two aspects.  Through Bob’s this customer is covered for a period of five years for manufacturing defects.  Manufacturing defects must either be verified through a Bob’s technician visit and report or through the customer submitting photos which are then reviewed by a staff trained specifically in that area.  The other side of this plan is through a third party company, [redacted].  [redacted] covers the merchandise damage resulting from a single accident.  Accidental damage must be reported within thirty days of occurrence and the customer must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through everyday use, misuse or abuse of the merchandise.  The customer called [redacted] 8.24.17 and reported several issues with the recliner.  They reported to [redacted] that there were NO accidents, [redacted] offered the customer 24 hours to see if anyone had an accident to report in the home, the customer declined the 24 hours stating there was no accident.  We sent our tech to the home 8.30.17.  The tech found the chair to be in poor condition.  The back is cracked in several places, the mechanism is bent in several places, the wiring has come apart and the motor has been damaged.  None of this damage is manufacturing.  The chair is repairable, as none of the damages are manufacturing, the customer can purchase parts.  This would be the only resolution we would be able to offer on this concern.  Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and agree to accept a cash and carry items that can be taken from Bob's Showrooms or pit locations as a free gift of apology.
Sincerely,
[redacted]

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...

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

Complaint: [redacted]
I am rejecting this response because:it is not an accurate statement of events and does not offer any attempt to resolve the situation or acknowledge wrongdoing. 
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are very sorry that the customer was not notified prior to the delivery that the piece had become unavailable. We do have a procedure in place for this concern and apparently the system broke down, for that error, we are very sorry.  We do not wish to waste a customer’s...

time, we are customers when not a work, we would not want our time wasted.  We do see that the customer has chosen other merchandise and scheduled for 6.20.17 for the exchange.  We absolutely believe the customer is entitled to compensation for the failures.  We do normally offer this compensation as a Bob’s store credit.  We will note that the customer can receive this token of apology as a refund to [redacted] if they chose.  We cannot discuss the amount until the delivery has been completed and the customer is satisfied with the merchandise in the home.  We must be able to review the account in its entirety to be able to make the offer of compensation.    Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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

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- Due to the intricate nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution.  We were not able to reach the customer.  We did leave a very long voicemail with our offer.  The customer is considering 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-
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

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]

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