Blue Ridge Travel

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. My only concern is that we only received headboard brackets, not the footboard.
Sincerely,
[redacted]

Good Morning Revdex.com,
Please pass on our thank you to the customer for submitting
the requested photos. The photo that the customer has selected to include of
the goof proof flyer offers clear evidence as to why his claim was denied by
the Guardian company. The flyer (see the lower right hand side) denotes that
damages are covered from accidental occurrences only and that there are
exclusions to coverage. The goof proof plan sold to this customer has not
failed as the customer’s concern does not fall in line with the coverage
details.
As an extreme one time courtesy and for the reason that Bobs
Discount Furniture truly cares for all of our customers we can offer the
following options for resolution:
Please advise the customer to select an (one) option for
resolution and respond via the Revdex.com with how they would like to proceed.
Option #1:
We will provide the customer with a Bobs Discount Furniture store
credit for the amount originally paid for the (This offer applies to the Queen
Sized Headboard/Footboard/Railings ONLY) queen sized bed. The customer can use
this credit towards the purchase of a new bed, should the customer wish to have
the new bed delivered and assembled a new delivery fee will be charged on the
new sales order. If this option is selected, we will expect to remove the
current headboard/footboard/and railings the customer has in the home on the
same date we deliver the newly selected product.
-OR-
Option #2:
We will provide the customer with a Bobs Discount Furniture Gift
Card to cover the cost of purchasing a Queen Sized Metal Bed Frame.  We will mail out this gift card and once received
the customer may visit any showroom to purchase the metal bed frame. This
option will aide in getting the mattress sleep set onto a proper support.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Complaint: [redacted]
I am rejecting this response because:First of all, I’ll like to thank Revdex.com for giving me a window of opportunity in solving this matter, and also thanks to Tracy Sanborn from Bob’s Discount Furniture for finally recognizing that the mattress was indeed a manufacturing defect (which was rejected twice). After receiving the answer from Bob’s, I went to the local store on Nov 25th 2016, to set up an arrangement for the replacement of the mattress, and to make sure of that the tech was sent out to check all the furniture in question. (Not just the dining table’s chairs) I got the confirmation from the store manager Laurie, that he was sent out to check everything, who by the way sent an email to the corporate office.Then  told me that someone from the “[redacted] service will contact me within 5 to 7 business days to discuss the issues, and if needed they will send out a technician again to inspect the remaining furniture.As clearly stated in the [redacted]:TheGoof Proof Plus plan not only extends our Bob’s factory warranty from one to FIVE years, it also protects you from a variety ofcidental damages you may cause in those FIVE long years!.Bob's 5 year [redacted] provides comprehensive coverage against accidental stains or damages on leather, fabric and vinyl upholstered furniture, wood and other hard surface furniture. Even with careful use furniture can get damaged. The Goof Proof Plus Protection Plan lets you live with the furniture you love, instead of around it.Fabrics, Leather & Vinyl Upholstered furniture*Food, Gum or Beverage Stains.*Human and Pet Bodily fluid Stains.*Grass and Grease stains.*Ball Point pen Ink, Marker  and Crayon Stains.*Nail polish and Nail Polish Remover Stains.*Cosmetics and Lipstick Stains.*Rips, Tears, Cuts, Punctures and Burns.*Breakage of Frame, Springs, Sleepers, Reclining, Heating and Vibrating Mechanisms. Wood and Hard Surface Furniture.* Food, Gum or Beverage Stains.*Nail polish and Nail Polish Remover Stains.*Breakage of the Wood Frame or Structure or other Hard Surface.*Gouge, Chip, Burn, Heat Mark, or any Liquid Ring Mark.*Chip, Scratch, or Breakage of Glass or Mirror Components.*Loss of Silvering on Mirrors There shouldn’t be a problem since I have the [redacted] Plan for 5 years on both the Chairs and the Loveseat.
Sincerely,
[redacted]

Dear Revdex.com,
There is no cover up; we called this customer to offer the exchange.  If on the day of delivery the customer was
concerned about the merchandise getting wet, they could have absolutely canceled
the delivery and rescheduled.  That is
every customer’s right.  We do often have
customer’s that call when the weather is bad and reschedule.  We completely understand their position and
there is no penalty for exercising that right. 
[redacted] have given us very conflicting
requests.  One will agree to something,
like a delivery or pick up and the other calls and changes the request.  We have no issue at all with either of these customers
calling and setting up delivery, we should not be held accountable however for
not removing the merchandise from the home, when we are told expressly not to
do so, by one of these customers.  It may
benefit them, if they decide on which one of them will be the point of contact,
so we are not getting conflicting direction.
We have agreed to their request for additional
compensation and are expecting to complete the process for them on 8.22.16.
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com,
Please pass on our apologies to [redacted] for the inconvenience
the delivery team has caused and may continue to cause to her and her family.
We understand that one of the team members fell down the customer’s
stairs.  We 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 Ashley’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 directly. Per our contractual agreements
with this trucking company they are owed a fair chance to process resolution on
their claim prior to Bobs Discount Furniture asserting ourselves into a
situation where it is most likely unnecessary.
The piece that was refused due to damages,
the [redacted], will not be billed by [redacted] as they only bill what
has been delivered and accepted into the home by the customer.
I do see that on a previous delivery in
December of 2015 this customer reported damages to pieces delivered into the
home and was given concession to keep in the form of a gift card.  We have followed that same standard procedure for this
delivery.  This customer spoke to a
customer care lead on 2/26/16 and was offered a concession to keep after a
photo review.  The customer accepted this
offer and a gift card in the amount of $266.39 is being processed.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com,  
We understand that the technician’s report
is not favorable to the customer.  It is
never easy for us to tell a customer that we have no recourse to offer them; it
is not something we take lightly.  Our
technicians go into a customer’s home with details of what they are there to
look at.  This technician was sent to do
a “best effort” service.  He knew that we
were asking him to repair if he thought it was repairable.  That is the only information the tech is
given.  It is not his job to report what
the outcome will be.  That is done by our
agents that are trained to then check to see if the piece is under warranty.  The tech reported back to us that it was
unrepairable.  The agent found there were
no extended manufacturer’s warranties. 
We are very sorry that we  have no
recourse to offer this customer. 
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s.  I see the purchase was delivered
April 2012.  At the time the sale was
created the customer purchased [redacted] 
This gave the...

customer 5 years of protection for accidental damages
through [redacted]  This
merchandise came with a standard one year warranty for manufacturing
defects.  The warranty for manufacturing
defects expired April 2013, almost 3.5 years ago. 
A service tech from Bob’s was sent to the
home on 8.25.16 for the purpose of replacing slats.  The customer had reported to us that there
were cracked slat supports.  This is something
a tech would be able to replace from stock parts on this van.  The tech was then shown the sectional
damages, this damage we had already informed the customer we would not be able
to offer any resolution on.  The tech
looked at the bed damage, it was a cracked rail, not something a tech would be
able to fix or replace.
I see that this customer had tried to
submit a claim to [redacted] in October 2015. 
They reported many damages at the same time.  These reports did not follow [redacted]
policy for reporting damages.  All
damages must be reported within 30 days of occurring, and the customer must be
able to give details of how the accident occurred and who caused it.  None of the reported damages were reported
with these details. 
We would expect that any consumer investing
in a protection plan would make themselves familiar with the details of that
plan.  This plan clearly shows that it
covers accidental damages, please see attached flyer the customer was given at
time of purchase.
I can not speculate on a conversation that
took place between the customer and the salesperson over four years ago.  I know the training our salespeople are
given, and I know the flyer would have been given to the customer with their
copy of the sales order. 
This customer has already been given a
courtesy Best Effort service to see if there were any repairable damages.  The tech was not able to repair the multiple
cracks and tears.  We have no other
options to offer this customer. 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison

Good Morning,
 
I completely understand your frustrations with this table
and I apologize that it has taken us so long to resolve your concerns. I can
assure you that Bob’s customers are the most important aspect of our business.
In reviewing your account it is clear that we did...

not go above and beyond for
your circumstance as we should have, for that I apologize again.
 
As the [redacted] Plan allows for a one time replacement only, if we exchange the table, the new
table would have no protection plan or warranty, unless the customer choose to
pay $39.99 for a new plan on the table. 
 
At this time we would like to offer you a choice of options:
 
We can offer the exchange on the table, we will set up the
paperwork and the customer will be able to reach out to the store to schedule
the delivery and pickup, the customer will have to decide before scheduling if
they would like to purchase [redacted] on the new table.
 
We can wait for the part order to be fulfilled by the
manufacturer, once completed we can offer a Bob’s Gift Card as a token of
apology for the part order delay.
 
Please reply with the option that will work best for you and
we will proceed accordingly. 
 
We can offer these to,
 
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are sincerely sorry for the delay and lack of follow
through on this concern.  The customer had
previously reached out to us directly and we have ensured the successful
delivery of the part.  We thank the Revdex.com
for bringing this to our attention....

  We are
sorry the customer experienced such a delay.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are very sorry that this was such a terrible
experience.  I wish the customer had
reached out to Bob’s corporate office prior to now.  This is really an unacceptable chain of
errors and miscommunications.  We will be
addressing these failures...

internally.  We
have set up a pick up for refund; the customer has chosen to keep the
mattresses.  The refund will process to
the customer’s credit card once the pick up is completed. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: 1[redacted]
I am rejecting this response because: The table is not only separating from the sides, its separating from the top; which was told to the Company. Normal wear and tear on a [redacted] table shouldn't cause a stone like [redacted] to separate. [redacted] cracks not come apart from its self. The company sent a technician who only focused on the side of the table with the most damage, he never looked at the entire table to make a decision. As stated, the table is separating all around not just in one area. I spoke to a representative and asked if I could send them the images, since they denied resending a technician. The customer service representative denied the images in a matter of seconds- not true analysis was done. This company wants us to make up a story about an accident as though their furniture is not poorly crafted. If I believed I did something, surely I would make a claim and tell them so; especially since we have insurance. But that is not the case with this table and I shouldn't have to make up a story to have my table serviced. Bob furniture needs to fix this table...simple as that! I've added images to show the poor craftsmanship in their so called [redacted] table....
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 have spoken to the Bob's Liaison whom has reached out to be personally to apologize for the inconvenience and am happy with the resolution of the matter at hand.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I need to know what 80% amounts too. Especially once you add the delivery fee. Again, if I went with your good proof plan to protect against these types of issues. The salesman never said in a few years your bonded leather will peel. In fact, what sold me was that he told me how durable this material was especially having young children. 
I appreciate your response however I still was mislead. 
Sincerely,
[redacted]

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 her and her family. We assure her that his property claim has been
correctly filed with the third party trucking company...

involved.
As [redacted] property claim is being handled by the trucking
company that caused the damages, she can expect follow up from that third party
and not Bobs Discount Furniture directly. Per our contractual agreements with
this trucking company they are owed a fair chance 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 her behalf to our Delivery Managers and
the trucking company involved in this claim to get clarification on the details.
  They have informed me that while they
do not accept the responsibility for the damages, they have made an offer in
good faith to the customer for a portion of the reported damages.   We hope that this customer will consider this
offer.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate 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 8.20.12 and at the time of purchase, the customer purchased the option...

of
Goof Proof. 
Through Bob’s this customer was covered for a period of one
year 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.  That year ended on 8.20.13, over three years
ago.
This protection plan is through a third party company,
[redacted].  [redacted] covers the merchandise
for accidental damages. 
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.  Please see attached Goof Proof flyer the customer
would have been given at time of purchase.
The customer called in to Bob’s and reported several
issues.  We sent out a technician on
10.18.16 as a “Best Effort”.  This is
offered to a customer that no longer is under warranty.  We offer the customer a courtesy service to
see if the tech is able to repair any thing in the home.  If he is not able to repair then we can
ascertain what parts a customer might be able to purchase to bring the set back
up to manufacturing standards. 
In this customer’s case the parts are no longer
available.  That does not have any
bearing on the reality that the warranty expired over three years ago.  We would not be able to offer this customer
the resolutions they seek.  The only
recourse that we had available was the Best Effort service. 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because:Apparently you didn't bother to speak with Mr.P[redacted] in [redacted]...so much for dealing  with at corporate level...you lost a customer and will certainly let others know of your rather shady tactics.
Sincerely,
[redacted]

Good Morning Revdex.com,
Per our records the customer’s concern (via pictures) was
viewed as “chipping off the seams of the merchandise”. As per our Service
Policy (listed on the sales receipt and signed as agreed to by the customer at
time of sale) we offered to replace the sofa with a factory...

fresh model.
The customer’s account shows that the option of replacement
for the same sofa was refused so we then took it upon ourselves to work outside
of policy and offer the customer a reselection on the entire living room set.
The customer has been provided FULL credit on the price paid to us for
the sofa (as this was the affected item) and we gave 90% credit on the loveseat
and chair because these items have no reported concerns; yet we are
taking them back as a courtesy for the customer with the understanding that as
a business we cannot re –sell them as new merchandise.
We have also agreed to cover the cost of any new delivery
fee associated with a new sale related to this credit as a further courtesy to
the customer. At this time we stand behind the fact that our customer’s concern
is being handled appropriately and in the fairest manner possible.
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]

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...

[redacted] – not Bobs Discount Furniture. I can confidently state that this type of agreement is commonly reviewed with an [redacted] 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 of monies that the customer has been paying to the [redacted] directly.   This may have been approved and worked out with [redacted] directly as Bob’s has no record of any return, which would mean the customer would not receive any refund, the mattress would be removed from the contract and the amount owed would be decreased.  The contact information for this customer is [redacted]  Ms. C[redacted] handles all [redacted] escalations for the Revdex.com.  Kindest Regards, Tracy N. S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

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