Blue Ridge Travel

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 are very sorry that the information is not clear.
The mattress cover represented on line is not a separate
item.  It is part of the mattress that
was ordered.  The store obviously was
confused by what the customer was requesting when they reached out.  They bundled items together to try to get the
customer what the store thought the customer was looking for.  In doing so, there were errors made.  The savings they discussed were not off the
total, it was the bundling, where they sent the customer an additional item
because the customer asked for a cover. 
I don’t believe they did this without the customer knowledge or
consent.  I believe the customer asked
for cover and they tried to accommodate the request.  As what they changed only benefited the
customer and they received additional goods and a discount off what they
ordered I can not see that the customer should be upset.
They did however not update the delivery address, resulting
in the customer being inconvenience.  For
that error the customer is entitled to a refund on the delivery fees paid. 
The original order was for two mattresses and the charge was
$818.62.   Through bundling the store was
able to get the customer two mattresses and a bed protector for $803.46.  This gives the customer the amount of $15.16
back as refund.  The store has completely
owned the error of sending to the incorrect address and wrote up a refund of
the shipping charged incurred.  That is
$69.97 plus tax for $76.18.  Adding the
76.18 to the 15.16= $91.34 to be refunded.
The customer can call the store at their earliest convenience
to have the refund processed.  They would
need to have the original method of payment [redacted] card available.  The system will not allow a different card to
be credited. 
 
 
Sincerely,
Tracy Sanborn
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com-
Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and damaged product continues to cause
our customer. We can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed...

something
additional after their concerns have been resolved.
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.
Looking into this account I do see we have a service
technician scheduled to go to the home on 2/23/16 and
we currently have an even exchange scheduled for the bed on 2/27/16 to resolve
the remaining concern with this merchandise.
We have continued as a business to address this individual’s concern the moment
it is presented to us and work out of our normal guidelines because we realize
the level of dissatisfaction this consumer is emulating as a result of our
failures. Once the bed has been exchanged any additional accommodation we feel
adequate to offer to the customer is a form of our apology and at our internal
discretion. We do not offer apology amounts based off of any individual’s time
and we are unable to offer a discount off of factory fresh product that stands
in the home in good condition.
At this time we are looking forward to completely resolving this customer’s
concern on 2/27/16 and should the customer still be seeking a further apology
amount from us they will be able to speak with our Customer Care Office.  We will review the account at that time and
determine what further we are able to offer, I have authorized this to be
offered as a refund to [redacted] instead of a Bob’s gift card if that is
what the customer prefers.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

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...

Good Afternoon Mrs. [redacted],Thank you for choosing Bob's Discount Furniture for your home furnishing needs. I apologize that the sofa has failed to meet your quality expectations. Your satisfaction with the merchandise and service you receive from us, is our ultimate goal. Your...

desire to select another sofa will be granted, upon confirmation of a manufacture defect from the technician scheduled to visit your home on April 27, 2015; I have notated your account instructing the customer care agent to process the necessary paperwork. In the event the damage is found to be unrelated to a defect, we will revisit this complaint and determine the next course of action.Your business is appreciated and I expect that we will resolve your concern within the coming days.Thank you,[redacted]

Complaint: [redacted]
I am rejecting this response because the response is vague and it does not address my numerous attempts to resolve and the running around I received from both the corporate and store levels.I requested the check to be returned via registered or over night mailings. It appears they failed to comply with said requests. Although, I loved my initial purchase, I have no intent to ever shop there again. When I called to cancel this purchase I provided my current address. They failed to properly complete the transaction. This is a failure at Customer Service.I was requesting additional funds due to MY TIME, AGGRAVATION and FRUSTRATION with the situation and I needed to seek assistance with my blood pressure each and every time I spoke to anyone associated with Bob's.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Bob’s Discount Furniture did not address my refund complaint nor apologized for their mistake 
I was picking up my furniture and not having it delivered to my home, and my major complaint was that it took from Sept 11, 2017 to now to get my refund back to my credit card, which is over THREE WEEKS when I called numerous of times to Bob’s Discount Furniture in [redacted] DE and contacting the Revdex.com.
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, however, I want to make sure that the 5% being returned to me will be in the form of a credit back to my debit card or in the form of cash or check. I do not want it in the form of store credit. I agree to the 5% being returned in the form of money in addition to my delivery fee being waived. By the way I was not aware of the fact the waived delivery had already been approved because the last they told me, manager Ben said he would have to talk to corporate about it and was worried about risking his job.Please confirm that my summation of your terms is correct. Sincerely, [redacted]

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...

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...

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 sincerely sorry that the customer has had so many service appointments.    We have shipped the new part.  The customer can call to schedule the installation when they receive it.  Once it has been installed, we would be able to offer a small...

token of apology for the concerns the customer has had with the part.  We do not offer a return authorization on non-damaged merchandise.  If we make an exception, and include non-damaged pieces, it is with a usage fee applied.  As this is offered as a courtesy only, there is no over-riding this policy.  If the part order does not resolve the concern and the customer is still looking to reselect on this merchandise that has been in the home more than two years, there would be a usage fee applied and a new delivery fee charged for non-damaged pieces included in the offer.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

I
am very sorry for the disappointment you are experiencing with your bonded
leather set. I assure you that Bobs Discount Furniture cares very much to
satisfy all our customers and we stand behind the quality of our products even
after the expiration of our one year guarantee period....


Bonded Leather offers the look of luxury at a much more affordable price point
and as its name depicts, bonded leather is real leather that is adhered (or
bonded) to a fabric backing with a strong adhesive. Over time and with any
amount of usage the heat from our bodies and friction from use causes expansion
of the molecules that join the bonded leather to the fabric backing. Bonded
Leather is manufactured the same way industry wide and peeling over time is not
isolated to the bonded leather products we sell at Bobs Discount Furniture. If
you continue to purchase/maintain bonded leather furniture in your home
regretfully peeling can occur based on the nature of this material’s
manufacturing process.  You have had this set for over three years and in
that three year period our records indicate that you have not reported any
issues to us before now. The Bobs warranty on your merchandise expired over two
years ago and as this concern does not stem from a factory defect in the product’s
workmanship and is viewed as normal wear and tear industry wide, we are able to
make a store credit offer to from a place of extreme courtesy and care.
1) If you would like to reselect to a different set, made of a different
material that may fit your furniture needs better we can offer to credit you 60%
of the original cost you paid for both the Sofa and the Loveseat from your [redacted]’
set. In the interest of fairness we would ask that if you want the new
furniture you select to be delivered you cover the cost of that service as
delivering the merchandise has always been a charge we maintain separate from
the cost of our merchandise. We can offer to remove the current Sofa and
Loveseat you currently maintain on the same date we deliver the newly selected
merchandise and cover the cost of disposal for you.
2)
If you would like to keep the pieces instead or reselecting, we can offer you a
percentage back as a store credit or as a refund.  We would be will to offer you a 20%
concession off the purchase price of the sofa and loveseat. This would be a refund of $239.80.
Please let me know if either of these options for resolution is acceptable to
you and I will process the necessary paperwork and have our retail location
contact you to make you aware of your available credit.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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]

Good Evening [redacted],
We are aware that a mattress cannot be fixed however as previously
indicated to you the warranty associated with your mattress requires that a
service technician (trained by the manufacturer) submits a report (there is
actually a process of determining a defect in a mattress and it involves more
than looking at a picture of it) from a service call completed in the environment
the mattress resides in. If the mattress is determined to have a defect your
warranty offers you full coverage based off the price you paid for the mattress.
It would really be a shame to grant you some coverage when you could be eligible
for full coverage within the warranty guidelines.
Again, we are willing and able to help you with the mattress
concern and just need to schedule the technician to your residence for a
service call. The manufacturer requires a report from our technician and this
was completely disclosed to you at the time of purchase via the policy conveyed
on our sales receipt (please note that this policy is normally signed as agreed
to by the purchaser during the sale).
Your rejection of our intent to help you get full coverage saddens
me as we are only trying to get you the most coverage possible- that in itself
is the definition of good customer care.
We are genuinely very sorry when our customers experience failures
that result in any amount of unintended inconvenience and we stand by the quality
of our merchandise and the integrity of our entire organization. Please don’t
ignore the fact that the internet contains a small percentage of complaints
which stay on forever. We take great pride in the reality that on a daily basis
we maintain a vastly larger pool of customers who are completely satisfied with
their merchandise and their experiences with us overall. Our customers, our
ability to recognize our failures and take ownership to make them right have
allowed us to become the 15th largest furniture chain in the
U.S. 
Kindest Regards,
Stephanie G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Revdex.com:Thank you for your quick response,
I have reviewed the response made by the business in reference to complaint ID [redacted], Unfortunately I will not say I am satisfied until I receive a delivery on Saturday. I've been schedule multiple times with no resolution. If its OK I would like to keep this open until delivery . Thank you in advance for all your help.
Sincerely,
[redacted]

Good Morning Revdex.com,
We are sorry for the issues the customer has experienced.  The
Guardian Insurance carrier you called to report the claim only covers
accidents.  If there was no accident,
this should have never been reported to them. 
I have attached the Goof Proof...

handout for future reference.  I someone gets sick, or spills a glass of
soda on the sofa, call them, that would be covered.  They only cover accidents.
The other side of the Goof Proof is through Bob’s.  We cover manufacturing issues.  I do see that this is set up for an exchange
for 8.22.16.  We certainly hope that as
of this afternoon this customer’s issues will all have been addressed and
corrected. 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Complaint: [redacted]
I am rejecting this response because:Kindly provide evidence that the check was processed. This was cancelled on 06222017.  If said funds are not received by 07142017 a lawsuit will be forthcoming for everything. I have become extremely upset in dealing with Bob's.  This is extremely adverse to my health!!!!
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]