Blue Ridge Travel

Good Morning Revdex.com,
Our records indicate that the Sofa, Loveseat, Cocktail
table, and the TV chest were delivered on 04/17/2014. We initially reviewed
photos of this merchandise in late October of 2015 and communicated to the customer
that the concerns pictured were not coverable...

occurrences for replacement under
the conditions of her Bobs Goof Proof Plus Plan, I.E – we determined that there
were no factory defects present.
The customer has since commanded that we review her account
again and we have already set up a resolution for this dispute.
At this time the customer’s account shows that they are
awaiting a service professional (scheduled for: 12.10.2015) to assess the
reported damages and repair if possible under the terms of the ‘Service Policy’
we list on our sales receipt (and the customer commonly signs as agreed to at
the time of purchase).
Our responsibility as a business under the associated
coverage on this merchandise is related strictly to factory defects. Again our
policy can be located on the original sales invoice or you may view the same
information in the form of question/answer thru the below link to our website.
[redacted]
We maintain confidence that the service professional
arranged for 12.10.2015 will be able to provide satisfaction with repair and/or
an alternate results for any factory
defects present. If there are no factory defects present we will be
unable to offer the customer further recourse as the terms we communicate
(whether written or verbally) at the time of sale and via our website are in
place to keep resolutions fair for all customers alike.
Kind Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate 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 [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Good Morning Revdex.com, We are very sorry for the concern represented in this complaint.  We have reviewed all information available on this account tech reports, photos, and notes.  We agree that this piece appears to be defective and would like to offer a Bob’s store credit to reselect to...

different pieces. We are willing to offer this customer a one time option for reselection (store credit to pick a different set). 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 offer the customer a credit of 100% of merchandise cost.    This store credit will allow the customer to reselect to a different set whose material makeup may fit their needs and longevity expectations better. The credit is active now and will be active until 8/3/17.  Once the customer has visited a showroom to make their reselection (within the next two months) we will remove the current merchandise they have in their possession on the same date we deliver the new selection.   There will be no new delivery fee charged.   If the customer chooses a set that is more expensive, they would be responsible for the difference in cost.  The [redacted] plan has been included in the credit so it can be applied to the new order. 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, Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

Good Morning Revdex.com-
We are sincerely sorry for the breakdown in communication on this customer’s
account.  In an effort to ensure this is
processed correctly I have created all of the paperwork necessary, the customer
would need to call the store with the credit card to have the refund processed,
as we do not keep customer credit card information on file.  I have also submitted for an ECard to be
processed as an additional token of apology. 
This will be emailed directly to the customer at the email address on this
complaint.  The customer should receive this
within 5 days.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment [redacted].  Once the credit
card number is entered into the transaction the refund should process back to
you within 5-7 business days.
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 from schedule the pick up
complete the processing.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture

Good Morning-
We are very sorry for the numerous failures that this customer has
had to endure.  We have reached out to
them directly to discuss our offer for compensation.  The customer has accepted the offer and will
reach out to Revdex.com to advise if there are any other questions...

or concerns. 
Please call the store with Credit Card in hand to
complete the compensation process. 
 
Anytime
after 10am and before 9pm Dial ###-###-####Press
the number one (3) on your keypad when you hear Bobs voice. 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]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 [redacted],
Thank you for sending these photos thru and I apologize that my
response seems to have deeply offended you. The information that I communicated
to you regarding soiling and staining was communicated to us by the technician
who visited your home and not just a statement I came up with out of nerve. I
thank you for providing evidence to showcase the obvious coaching concern we
have with our associate and assure you that this concern will be addressed appropriately.
I asked you for these photos to ensure your claim is being reviewed in the fairest
manner possible, I truly believe this is an action that shows how much we do
care for you as we wanted to make sure your side of this service report was
properly heard.
Regretfully I am unable to undo what has been done however I
certainly do want to help you move forward as best I can. You are demanding
assistance from Bobs Discount Furniture directly when the protection plan on
your merchandise is active through a separate company all together. Because Bobs
does care so deeply about you and your concern we have outlined a courtesy
option below for resolution. Please review the below offer and respond to us
via this mediation channel.
Option for resolution:
We will provide you with 75% store credit based on the price paid to us for the
sofa and loveseat.
 
This store credit will allow you to reselect to a different set that may fit
your needs and longevity expectations better.
Once you have visited a showroom to make your reselection (within
the next two months) we will expect to remove the current sofa and loveseat you
have in your possession on the same date we deliver the new selection.
As an additional apology for your frustration communicated, we will also cover
the cost of any delivery fee associated with the newly selected merchandise
(that is approx. an additional $100.00-$200.00 savings credit for you) should you
accept this courtesy offer for resolution.
I look forward to hearing back from you and apologize that you have spent any
of your valuable time on solving your furniture concerns.
Kindest Regards,
Stephanie A. G.
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry for the concern listed on this
complaint.  We absolutely believe it is
unacceptable that this has been going on for over two months.  We feel at this point we may have to take
over the claim.  Can the customer please
forward to the Revdex.com...

a photo of the damaged door and a copy of the estimate?  Once we have received those we will reach out
to the customer directly with a resolution.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Good Afternoon Revdex.com,
While we are sorry this customer feels they have been inconvenienced and they
are unhappy the customer signed an agreement with an entirely separate company
from Bobs Discount Furniture – the agreement that the customer is referring to
signifies that it belongs to the [redacted] – not Bobs Discount
Furniture.
We do not train our sales professionals or customer care agents on the inner
workings, terms, or conditions of this contract as it is a document that our
company is not authorized to manage, update, or change in any way.
We are unable to approve a return of this merchandise or arrange for a refund
of monies that the customer has been paying to the [redacted] directly.  We would not be able to offer to give the customer free
merchandise.
We are aware that while the customer was in the store, the store management in
an extreme effort to make it right for this customer, offered to waive the
delivery fee that was charged as part of the [redacted] contract.  The delivery
fee savings of $199.99 plus the gift card of $50 far exceeds what our policy
allows in regards to compensation.  We
will not be offering any additional compensation.
Kindest Regards,
Tracy N. 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 satisfactory to me.
 
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 Afternoon Revdex.com- The part has shipped out today via FedEx.  The tracking number for this package is [redacted] Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com-
We have been in contact with depot management and they have
informed us this claim has been closed and the customer is being paid.  We are very sorry for the unfortunate delay.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because: Dear Revdex.com, This response is unacceptable and very disappointing. I did make a phone call to Bob's ([redacted] where I purchased the furniture) as I mentioned earlier and was guided by their customer rep to call [redacted].This is an error on the part of the customer rep working for Bob's and training them for the future does not help me or my situation. I am still stuck with a broken piece of furniture costing me a lot of $$.Bob's says they are unable to force another company to help us out. However, Bob's was the one who sold us [redacted]'s policy and promised us that accidental damages would be covered. So how is my case different from any other person who has had an accident breaking their furniture?I have reported the damage well within the time frame (2 days after it happened) and the accident has occurred within the 5 year warranty that I was promised.Kindly please try to understand my situation and help me out. I am not asking for any coverage that is out of the warranty.Kindest Regards,[redacted]
Sincerely,
[redacted]

Good Afternoon Revdex.com-
There are no notes that the customer has ever reported the
damage to Bob’s.  They did report the
damage to [redacted], but as there was no accident, [redacted] rightly denied the
claims.  Unfortunately, as the customer
has fallen behind on the payments to [redacted], her contract with them does not
allow us to offer any resolution until the account is brought current.  Once the customer has brought the account
current we can either offer a photo review of the damage or have a service tech
out to the home.
We are very sorry that the customer felt they had no choice
but to stop payments.  On the contrary,
if they had reached out to us when the account was in good standing we may have
been able to offer a resolution.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

It appears my complaint has been closed because the business responded saying that they have refunded my delivery fee. I have NOT received any refund at all. The last thing I have heard from them was an offer to refund me $100, which I did not agree to, repeating that I would like a refund of the delivery fee ($329.99). After that reply, I did not hear anything back. The person who is in contact with me discussing the refund is Bill D*** (***). Please let me know how this can be resolved.   ***

Good Afternoon 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. The
sales receipt and Bob’s trifold (also provided at time of sale) indicate that
the accidental protection plan is offered thru Guardian.
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents 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.
Guardian Protection Products is far from “sketchy” and
like Bobs Discount Furniture, their company maintains a high rating and accreditation
thru the Revdex.com. 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 and dispute the claim with Guardian on their behalf should we feel
necessary. Like any other insurance plan there are terms and conditions set in
place to keep all resolutions fair for all customers alike.
To move forward please advise the customer
that we require a minimum of three (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 damaged item(s):
               
- 1 Picture that clearly shows the entire facing surface(s)
- 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 Revdex.com-
We are very sorry that this customer is not happy with the
offer of resolution.  We are not able to
offer any other resolution.  There are
many new sets in our showrooms and availability changes all the time.  We will not be offer a refund on this
merchandise.  This merchandise has been
in the home three and a half years.  We
offer the reselection credit only. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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.
Including the wave of delivery charges
Sincerely,
[redacted]