Blue Ridge Travel

Revdex.com: OK I feel really really stupid and sincerely apologize as apparently I cannot do math - Bob's is correct and they did not "steal" anything from me.This was completely wrong on my part 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]

Complaint: [redacted] I am rejecting this response because: No one has been "sitting" on the top of the cushions where the rips areIt's due to poor design of the setJust by sitting with your back on the cushion it pulls down on it causing it to stretch and ripWe had other sofas from another store for over years and never had this problem because they weren't cheaply made like Bob's productsWe knew we were going to be moving at the time of purchase and were told it would not be a problem if we needed service Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: My first delivery had more than just a "scuff" on the sofa the delivery person told us there was a hole and one of the boards for the bed set was broken I do not want a credit for more Bobs furniture that I am sure will break or become damaged after a few months I understand your policy but with such a short time line it makes me think Bobs understand their product is cheaply made and does not even stand by it for a year As I said before I know you give money refunds as I know someone personally who received one from you because their leather sofa cracked and peeled after a few years If they received a refund after a few years why can't we for a few months? Between my sofa defects and his leather cracking a peeling there is nothing in Bob's store I would trust to purchase because I am sure in another year it will look a mess Sincerely, [redacted]

Good Afternoon Revdex.com- We are very sorry that the customer had several failures in this delivery process The rug was missed at loading and the team was failed for the stop The second team that brought the rug was not scheduled to do the assembly, resulting in a third delivery team for assembly On top of that the customer received incorrect items We did schedule the pick up of the piece that was too much for the room, we also allowed for the return of the pillows that the customer found to be uncomfortable We have processed the compensation that has been applied to the account We are very sorry that the customer remains dissatisfied with the entire experience Sincerely, [redacted] Corporate Liaison Bob’s Discount Furniture

Good Morning Brandon, 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 while seeking to rectify warranty claims I truly wish there was a way I could undo what has been done and I apologize again for the appalling impression you have been left with of our companyYou have our pledge to maintain the quality of all our customer interactions at every level and we truly thank you for reporting these incidents to us The springs on your sofa were deemed to be experiencing a concern as a result of the manufacturer defect and this is covered under the warranty directly provided by the vendor to the purchaserAs per our service policy (outlined on your original invoice) you are granted a one time replacement option on the affected itemYour account does not indicate that you are experiencing any concern with the loveseat you have in the home but given the poor experience you have endured we are happy to offer you a reselection store credit on the loveseat as well as a further form of our apology I have entered the reselection store credit into your account (based on what you originally paid for the sofa, loveseat, and Goof Proof Protection) This store credit will allow you to reselect to a different set, please visit any of our showroom locations to access this credit with a sales professional within the next two months (credit expires on 9.10.2015)We will cover the cost of the new delivery fee on the new sales order due to the defective sofa We will expect to remove the current merchandise (sofa and loveseat) you have in your possession on the same date we deliver your new selectionI have asked that the parts order pending for you be canceled, if for any reason you receive these parts due to them already being in route to you please feel free to send these parts back with the delivery team that comes to your home to deliver your new set or discard of them at your own discretion Your store credit can be accessed directly under this order number: [redacted] and we thank you for giving us the opportunity to make our failures right by you Kindest Regards, [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are sorry that this sofa has not lived up to the customer’s expectation We have reached out to this customer as the complaint also came to us through another channel We have a technician scheduled to come to the home Any offer of resolution will be based on the technician’s report We offer the absolute best value at our price point, if our technician finds the piece to have manufacturing defects we will be offering this customer resolution We have already explained to the customer that we would not be able to offer a refund, but we do have several other options available We honor our service statement, as it appears on every customer’s sales order SERVICE POLICY We guarantee that our new products will be free from factory defects for one year from date of delivery or pickupOur mattresses and motion furniture may carry additional factory guaranteesYou must report any factory defects to our Customer Care team within one (1) year of possession, and a Customer Care representative will schedule one of our Service Technicians to inspect the item and service it to factory standards at no cost to youIf the Service Technician determines that the factory defect is not serviceable, we will replace the affected item, one timeIf the item is no longer available, you may reselect to other merchandise or we will refund the purchase priceIn the event of a reselection we will charge or credit you for any price difference between the original and the re-selected itemMerchandise purchased from our “Pit” or Clearance Centers that is not brand new/factory fresh is excluded from these factory defect guaranteeswear and tear or customer-caused problems are also excluded Service can only be provided within our serviceable area to the original purchaser as stated on your sales receipt Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com, We are sincerely sorry for all of the issues that this customer has had to endure through this process This is not the typical Bob’s customer experience If it were, we would not be growing at the rate we are For this customer we are sorry that the purchase has not been an enjoyable experience It is obvious due to the multiple issues; this customer has lost faith in us At this time Bob’s has completed the delivery and exchange process for this customer We would like to offer as final compensation to refund the customer $to the customer’s Wells Fargo account This does not refer to or have any bearing on the property claim that is still pending through [redacted] Kind Regards, Tracy 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 this resolution is exactly what I expected I expected Bob's to do exactly nothing in compensating me for having $tied up for over months I had to give my credit card number again and got another receipt for the new transaction for the refund I would like to know what happened to the original transaction on March 9th and why it took them months to figure it out It's unacceptable that a business can just hold onto someone's money for that long after charging me on the correct account I had credit card's billed for that amount that I had to come up with to pay at the same time and Bob's couldn't have cared any less I understand there could be accounting complications but I was continuously told a different story every time I called so many times the same lady at the store got sick of me and started giving me an attitude saying it was processed and she doesn't know why I don't have it Then customer care says there is an accounting error and they fixed it Then they can't fix it and need my credit card again Flat out disgusting that a business has that sort of ethics and lack of concern for their customers $is a joke and isn't even enough to purchase something in their store.I do thank the Revdex.com for assisting me, I'm not sure if it was the Revdex.com, me calling so frequently, or [redacted] Financial attempting to work with Bob's to resolve their issues But at least it's resolved now [redacted] will be getting all future business from me since this is now the 2nd time it's taken months to get money back I just ask the Revdex.com to forward this along to Bobs to make sure they understand how disappointed I am by their customer service.Thank you Revdex.com, not Bobs Sincerely, [redacted]

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with usI 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 The customer was offered a reselection and the new merchandise was delivered on 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 Afternoon Revdex.com- We are very sorry that the customer’s damage was deemed unrepairable The customer called on and reported the top drawer was stuck closed and unusable We do not know if the drawer was already broken at that time I checked the vendor to see if we could offer a courtesy part order to resolve this complaint Unfortunately this vendor does not have drawers and glides available as a part that can be ordered As this piece has been in the home for a year and a half, and the technician deemed the piece was not damaged as a result of a manufacturing defect we are not able to accept this customer’s offer for resolution We will offer the customer an offer of $refund as a corporate check to resolve this complaint If the customer would like to accept this gesture, please reply to Revdex.com that it is acceptedWe will process the paperwork and the customer will have the check within business days Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Dear Revdex.com, We are sincerely sorry that this exchange has not yet been completed We can understand the customer’s frustration This exchange is set for Friday We will be reaching out to the delivery depot to ensure the success of this attempt We encourage the customer to call into customer care once the delivery is completed, for compensation We absolutely feel that they are entitled to compensation Compensation is only offered once the delivery is completed successfully, and is offered as a Bob’s Gift Card Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Mrs [redacted] ,Thank you for choosing Bob's Discount FurnitureI apologize you are dissatisfied with your recent purchaseThe bed you purchased was sold from our Pit, where items are sold as is and can not be returned or exchangedThe merchandise in the Pit may either be slightly damaged, discontinued, one of a kind's or canceled special orders; none that present a safety issueSome beds may have a gap of up to a couple inches to allow for bedding accessories and/or specific types of mattresses.If possible, please provide the dimensions of the assembled bed , so that we may confirm that you have the correct size and a picture of the bed would be helpful so that we may view gap.Thanks, [redacted] **

Good Evening,I have received the response in reference to complaint ID [redacted] At this time, I ask that this claim remain open to ensure that this entire issue is resolved after receiving the final piece of furnitureAudrey has been very helpful, however I want to ensure it remains that way, as prior to her I received sub-par help other persons of management 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 Sincerely, [redacted] I will no longer shop at Bobs

Good Morning Revdex.com, Please pass on our sincerest apologies for the discoloration on the chest that caused our customer to send it back with the original delivery teamWe further apologize for the delay in the new shipment we are waiting on from our overseas vendorOur records indicate that we are working directly with this customer at the highest level of Customer Care Management we have and the chest delivery has been scheduled for Saturday We assure our customer that we want to make our failure right and that we want to provide her with the showroom quality chest she was anticipating being delivered in the first placeWe understand and agree completely with our customer’s frustration in us, our customer has been provided with a direct number for contact regarding this concern and we look forward to being able to provide our customer the satisfaction she deserves on

I spoke to someone at Bob's today and they are going to replace the defective furniture, which is the end result I desiredThank you [redacted]

Good Morning Ms***,I have reviewed your account history with Bob's Discount Furniture as well as contacted our internal Guardian goof proof department to gain a better understanding of your recent claims.Goof proof is designed to provide coverage against most common types of in home accidental damage, when properly reportedThere have been two claims filed since 2013; the first claim was reported in August and detail issues with the loveseat leaning to one side, springs popping out and a broken leg on the dining chair- all of which you stated occurred while the merchandise was being moved or in transitThat claim was denied for the following reasons; [redacted] Frame damage unless the result of a specific accident is not covered*Damage that occurs during transit is not covered *The damage was not reported within the required timeframe.One year later you reported similar damage but because the previous damage had not been repaired, the claim was deniedAlthough the one year manufacturer warranty has expired, if you send photos of the loveseat we may be able to explore the option of service or partsPictures can be attached to this complaint.Thanks, [redacted]

I am rejecting the offerI see they are trying to help make things better but we just have been through so much headaches with all of this and I just don't feel like this is a proper solutionThere is nothing they offer that we want or are even interested in for $credit and I am not willing to spend anymore money than we already have with themI understand they are offering the $refund back to our payment method, but when we spent over $1400, $almost seems like an insultI think if we were to get fully refunded for the delivery charge(which was $plus tax) that would make me feel a little better about things and at least start to look at Bob's more positively________________________________________

Good Afternoon Revdex.com, Please pass on our apologies to [redacted] for the inconvenience the delivery team’s negligence has caused and may continue to cause to she and her familyWe assure [redacted] that his property claim has been correctly filed with the third party trucking company involved and we will ensure the obvious coaching concerns presented are addressed accordingly As ***’s property claim is being handled by the trucking company that caused the damages, [redacted] can expect follow up from that third party and not Bobs Discount Furniture directlyPer our contractual agreements with this trucking company they are responsible to process resolution on their claim prior to Bobs Discount Furniture asserting ourselves into a situation where it is most likely unnecessary I have sent a message on ***’s behalf to our Delivery Managers and the trucking company involved in this claim to please contact him as soon as possible Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry for the concerns addressed in this complaint The records indicate that the customer has filed a dispute with their credit card company and the credit has been processed We are very sorry that the customer had to go to this extent to receive satisfaction Most of the parts were already shipped, we are still waiting on one set of hardware, which should be in next week Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here