Blue Ridge Travel

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]

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 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]

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...

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

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

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

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]

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 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

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 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...

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

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]

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]

Complaint: [redacted]
I am rejecting this response because: I must respectfully reject the response made on behalf of Bob's Discount Furniture. In the response the company only addresses future negotiation regarding concession for damages to furniture. While they do admit they have failed in the delivery process and offer a refund of that cost, it is an unreasonable offer. Given the unrefuted and unrebuttable evidence that Bob's Discount Furniture has failed their customer on several occasions, any person untained with bias and prejudice would not see their current offer reasonable. Bob's Discount Furniture has yet to acknowledge and address concerns for the misfortune and c the extreme cost of time the customer has experienced due to the lack of care by Bob's Discount Furniture. The company has further stated they will only make a concession once all deliveries have been completed with customer satisfaction. After multiple failed deliveries at the expense of the customer, it is not reasonable to believe that the next delivery would be to customer satisfaction. Further, the company states that resolution was to be set and the customer cancelled. As recorded on the phone call, the customer clearly states the day would not work due to scheduling and having exhausted all of his vacation time, planned to be spent with his family. The company completely ignored the customer and scheduled the delivery, knowing the day did not work for the customer. The customer again experienced more of his time consumed by Bob's Discount Furniture when he received an automated message stating that a delivery was scheduled after he stated the day would not work. The customer was then forced to call the company another time to inform them again that the delivery date would not work. Upon further review, the customer has determined the last partial bed frame that was delivered was in fact a refurbished/used frame. The frame even has a mark from a screw indented into the frame indicating a previous assembly/installation of the frame. This is absolutely unwarranted and cannot be denied as bad business. Additionally, as recorded the customer service agent stated that she would have her supervisor call the customer and the customer still has not received a call. The customer is not asking for a refund for the furniture. The customer is asking for his order to be complete and undamaged, which I believe is not something a customer should or need to ask for. When a customer ask these questions, a company has miserable failed that customer. Due to the misfortune the customer has experienced he is asking for a reasonable concession for the following:Delivery fees additional fees for compensation lost from his employment (this is of utmost importance)fees for hotel for familydangering/damaging his career trust with his employerclean up of garbage left by delivery teamsdamaged furnitureharassment from the company The customer should not be further burden with taking time and money to purchase a camera to provide photos. Bob's Discount Furniture is completely aware that the damages exist and have already accepted these damages as valid and legitimate, indicated in their previous response by stating they had parts on order and were set to take care of the damages. After acknowledging this, it is unwarranted and harassment to ask the customer to provide photos and at his expense. While Bob's Discount Furniture has already accepted these damages as valid, should they continue to dispute in an attempt to nickel and dime, the customer welcomes the utmost senior people from the company into his home on a weekend to be mutually scheduled to take photos. The customer misfortune experienced through business with this company has resulted in a loss  of monetary value in the thousands of dollars.Again, given the unrefutable and unrebuttable evidence, I believe you will find the customers rejection of Bob's Discount Furniture's response more than appropriate. Thank you for allowing me this opportunity to present this matter for your review and appropriate action.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
As we are still in possession of the defective product, which the corporate customer service claims is not defective, but has to be "broken in," we anticipate a refund in the amount of 1753.70; full purchase for the defective "power bases." Bob's has not shown "good faith" in ensuring satisfactory delivery of this nearly $5,000 purchase. We attempted to rectify this with the store, with corporate, but weekday delivery times are not convenient for working-class consumers.
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

Good Day Revdex.com,
Please pass on our sincerest apologies for
the inconvenience the multiple deliveries 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 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.
We do see in this customer’s account that
the third party insurance company [redacted] offered this customer a re selection
credit for damaged piece, which was used by the customer on 7/18/15.  The customer then called for service on the
new set due to it making squeaking sounds. Our technician went to the home on 12/12/15
and found that the squeaking was not repairable, at which time we ordered a new
sleeper mechanism which is scheduled to be installed 2/27/16.
I do believe that in this customer’s case
both Bob’s and [redacted] have fulfilled our obligations to the customer to
rectify the issues that have been reported. 
I would not be able to offer to refund the customer as requested. 
Bob’s can offer two options at this time:
We can continue on our present course of
action with the new mechanism being installed. 
If we continue on this path I will absolutely be able to offer to
compensate the customer based on the number of failures with this order.
Or-
We can offer a reselection to the
customer.  If the customer does not
believe we can rectify the concerns with this part order we can set up a
reselection credit and the customer can go back to the store and choose
something different.
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 do not offer apology monetary 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.
Kind Regards,
Tracy Sanborn
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 satisfactory to me.
Sincerely,
[redacted]