Blue Ridge Travel

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 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:
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 [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 [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

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]

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 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

Complaint: [redacted]
I am rejecting this response because: the claim from years ago is a totally separate but similar case. that case was for the first time a spot got cleared of the color. so I was kind of hystericalthis couch leather is probably a poor material were color coming off is happening often and instead of calling them every time a spot losses the color I decided to make 1 call for many spots. and of curse denied so I was told this is a worry free warranty. when in fact they are only here to take money and not to provide service
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

Good Afternoon Revdex.com-
We are very sorry for the issues this customer
experienced.  This is not the experience we
would want for any of our customers.  We
have removed the merchandise from the customer’s home; we have set up the
refund to be processed back to the original method...

of payment.  We are very sorry to have disappointed this customer
and caused them to doubt the integrity of our business. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are sincerely sorry that the customer has had so many issues
with this order.  We will approve the
refund of the delivery fee back to the customer’s method of payment. The
delivery fee paid on this order is $229.99, please see attached.  This will be the...

Final and Only offer of
compensation on this order, as this request is far outside our normal policy
and procedure.  We are only able to
create the compensation once delivery has been completed, so I have noted in
the account that this is approved so it can be set up once delivery has been
successfully completed for this customer. 
The customer can call in any time
after the chairs are delivered on 4/5/16 to have the paperwork created.
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 of the
delivery fee processed to your credit card which was pre-approved
o   
At
that point they will create the refund and take the credit card information
o   
Please
make sure you have the credit card available as we do not keep this on file.
[redacted] ending in [redacted]
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture

Good Afternoon [redacted]
I sincerely apologize for the inconvenience
the availability of your merchandise has caused you. I can understand
your frustration having been assured a delivery date previously and I truly
wish we could get this merchandise to you sooner than the current...

scheduled
date of 3/19/16.
Your account indicates that some of the
merchandise we had previously shown as being in stock was delayed from the
vendor’s overseas shipment. While I certainly acknowledge your reasons for
feeling disappointed and seeking assistance Bob’s prides itself on providing
you quality service and the best value product for the price. Our primary focus
is on making it right so that you are satisfied with the product that you have
purchased from us. We currently have a delivery scheduled for 3/19/16 to
resolve your concern.
I have approved your delivery fee be
refunded to you as a Bob’s Gift Card once delivery is completed.  Once the ottoman has been delivered and
everything is in the home and you are happy with the merchandise, please call
in to customer care-###-###-#### Mon-Sat 630am-8pm and Sunday 1130-7pm to
process this request.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry for the frustration that we caused this
customer.  Due to our errors,
miscommunications and failures we have offered compensation above what our
company standard is. 
We have reached out to the depot that is responsible for the
home...

damage claim.  They have made the customer
an offer of restitution.  They have
advised us the customer is considering that offer. 
We ask that the customer advise if this information is not
correct or there are any other issues that still need to be addressed. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are sorry that the customer continues to remain
dissatisfied.  The offer that was made continues
to be our only offer. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com,
Please pass on our sincerest apologies to the customer for the concern they
have existing. 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 Acceptance Now Company – not Bobs
Discount Furniture.
I can confidently state that this type of agreement is commonly reviewed with
an Acceptance Now Representative and signed with an employee from that company
directly. 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 or
adjustment of monies that the customer has been paying to the Acceptance Now
Company directly.
We do have the service
rescheduled for the customer.  It is
currently set for 1.14.17.  We hope that
this will resolve the remaining issues. 
We can certainly offer compensation for the concerns represented in this
complaint, this compensation would be as a Bob’s Credit only.  We are not able to make adjustments to a
contract belonging to a completely separate company. 
Kindest 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 satisfactory to me.
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.  The customer has not responded to our
offer.  We welcome the customer to
respond via Revdex.com or direct email. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com,
I have spoken with this customer today (10.28.2015) and we have
processed an agreed upon courtesy resolution for this concern.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry for the concerns addressed in this complaint.  We have been advised by the delivery company that they have been to the home and are currently working with the customer to resolve the home damages.  We have refunded the customer the delivery fee back...

to the original method of payment, as a token of apology for the failures.  We are not able to compensate for lost wages.  The delivery fee is the maximum we are able to offer as compensation.   We ask that the customer advise through the Revdex.com if the information regarding the home damage claim is not correct.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...