Blue Ridge Travel

Good Morning Revdex.com-
We are very sorry that this set did not
live up to the customer’s expectations. 
This should have been reported to Bob’s, not [redacted].  I was able to see the photo that the customer
submitted to [redacted].  This is obviously
not from an accident; bonded...

leather peeling is an environmental issue that has
affected enough customers that Bob’s has restructured our policy. In an effort to meet this consumer’s demands
for resolution we will make a one time only courtesy offer for resolution
(listed below). Should the customer wish to accept this offer they are able to reply
back to Revdex.com accepting the offer and we will release the credit into the system;
the customer will then be able to go back to the store to reselect.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100% the cost of the
sofa, which is showing the damage and 70% the cost paid for the chair and
ottoman, we will include these pieces as a courtesy as they are not
peeling.  We will waive the delivery fee
for the new merchandise and remove the [redacted] on the day the new
merchandise is delivered, ensuring the customer will not have to be without
furniture.  The total amount of the store
credit for reselection would be $827.71, plus no new delivery fee.
Kindest
Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com-
We absolutely agree that this issue
has not been handled correctly.  This customer
reported the issue while in warranty.  If
there had not been bad weather, the tech would have gone to the home within
warranty.  We still would have offered
parts, as that...

is what our service policy dictates, but, the part order would
be due now.  Because there have been
several mistakes and miscommunications on this customer’s account we will make
an offer of resolution.  We will not be
able to extend an offer of refund.
In an extreme effort to meet this
consumer’s demands for resolution we will make a one time only courtesy offer
for resolution (listed below). This paperwork is already in the system, the
customer can visit any store and reselect to another piece.  When this customer goes to the store, the customer
should tell the store that they are there for a reselection.  The store will use the credit to pay for the
new merchandise and schedule the delivery and the pickup at the same time. 
As this is a one time courtesy- It should be
expected that for any future occurrences of concern, on any other sales order,
this individual consumer is agreeing to adhere to the terms and conditions of
their warranty coverage and the determinations of Bobs Discount Furniture’s
Service Professionals. Our Service Policy is fully disclosed on the customer’s
sales invoice and provided at the time of sale.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%. We will waive
a new delivery fee as well.  The delivery
and the removal of this Maggie will take place on the same day so the customer will
not be without a sofa at any time. 
Kindest Regards,                                         ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
Please pass on our sincerest apologies for the discoloration
on the chest that caused our customer to send it back with the original
delivery team. We further apologize for the delay in the new shipment we are
waiting on from our overseas vendor. Our records indicate...

that we are working
directly with this customer at the highest level of Customer Care Management we
have and the chest delivery has been scheduled for Saturday 8.15.2015.
We assure our customer that we want to make our failure
right and that we want to provide her with the showroom quality chest she was
anticipating being delivered in the first place. We understand and agree completely
with our customer’s frustration in us, our customer has been provided with a
direct number for contact regarding this concern and we look forward to being
able to provide our customer the satisfaction she deserves on 8.15.2015.

Good Morning Revdex.com,
We are sincerely sorry for any
miscommunication that has occurred.  We
do not see any record of any agent offering the customer the extra $100 that
she has mentioned.  I see in the notes
she has mentioned this to several agents. 
There is no record of...

anyone making this offer however.  Does the customer remember either who they
spoke with or when so we can research further?
The customer was given a reselection credit
for the sleeper sofa AND the mattress.  The
customer used this to purchase a sleeper sofa only.  When the team went to the home to exchange the
merchandise, the customer did not return the mattress.  This created a deficit on the account.  This was delivered because the deficit was
not known until the exchange was made and the customer did not return the
mattress from the credit. 
We would not be able to offer any
additional credit to this customer unless we can find record of the
conversation in which an agent told the customer they would offer them an
additional $100. 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care 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 Morning Revdex.com,
We are sincerely sorry for the inconvenience
of the multiple delivery attempts, the miscommunication and poor service that
this customer has received.  We have reached
out to them directly in an effort to make this right as quickly as
possible.  Thank you to...

this customer and
the Revdex.com mediation service for bringing this to our attention. 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison

Good Morning Revdex.com-
We are so sorry that there has been this
extensive delay in the refund process. 
There was an error in the paperwork that prevented it from being
released to accounting.  This has been
corrected. The check has been cut and will be sent out Thursday via [redacted]...

**
overnight to the customer.  Please see
attached the tracking label so that the customer can be assured this has been
completed.
Kindest
Regards,
                                        ...⇄ /> Tracy Sanborn
Bobs Discount Furniture
Customer Care Corporate Liaison
 
Tell us why here...

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

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us. I see that this customer has already spoken with my colleague and it appears the customer has already been set up for an exchange which is scheduled for...

12/13/17.  We ask that the customer responds to us thru this Revdex.com channel if there are any other concerns so that your efforts in excellent mediation assistance are not wasted.   Kindest Regards,                                         ...⇄ Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

Complaint: [redacted]
I am rejecting this response because: No one caused this stain in my home. And yes it's, only been 1 month since I had this set. [redacted] states in writing, "Report your service request within 30 days of each occurrence'. It also says "Plus covers you for 5 years against factory defects that can sometimes occur in materials or workmanship. Combined with the accidental coverage, you'll have total peace of mind! The PlUS is US!" The delivery men never looked at the top of the server for stains or felt for unsmooth areas and neither did I. All I saw was how beautiful the set was. Frankly all I was looking for was obvious damages (broken legs, shelves, missing hardware) that most people look for. I could have lied but I cannot bring myself to do such a thing. When I discovered the stain I reported it (that's when I wiped off the top and that's the beginning and end of this occurrence). This stain feels like the marble had not been sanded down. If it had been sanded I probably never would have noticed it at all. After reading the company's response on Monday, I had my Mom come and look at the stain, to be honest she couldn't see it; she had to run her hand across the top and that was how she knew it was there. But then she said if there is 1 more than likely there is another one and began looking for other defects while feeling the table and the chairs and she came across areas similar to the server stain on the side of the table that I had not paid any attention to (I didn't do these either). I am attaching pictures. I decided to read some of the complaints about BOB"s Furniture from other customers and I am sorry to say I only wish I had looked closer at reviews. This has taught me a great deal. Lesson learned.
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry that this customer had two failed
delivery attempts.  I have seen the
photos of the piece that came to the home on 2.4 and 2.22.  There was damage; it appears the pieces were
crushed.  As the retailor and not the
manufacturer, we would...

not have known the pieces were damaged until the
delivery team took them out of the box to complete the delivery.  We are not able to open and inspect every
piece that comes through our warehouses. 
The second attempt was set up for an inspection.  This inspection would have consisted of the
inspection team checking over the box to ensure there is no visible
damage.   It is possible the pieces were
damaged in transit. 
I do see that this customer has placed several orders
in the past two years with us.  While we absolutely
appreciate a returning customer, we can not offer compensation based on that
fact alone.  We do offer compensation based
on our failure to delivery the merchandise. 
We believe that basing the compensation on that alone is the only way to
be fair to all customer’s across all demographics. 
I can personally identify with a consumer’s need for an
apology outside of making the concern right. Any compensation agreement is to
be discussed after the customer has been fully satisfied with the merchandise
they paid for and a form of apology is processed by Bob’s store credit. Working
beyond a structure that is set in place to keep things fair for all consumers is
a retailer’s way of applying empathy and accepting responsibility for a
customers concern.  Once delivery has
been completed the customer is asked to reach out to either the store or customer
care to request an account review for compensation.  We do not compensate for lost wages.  We compensate based on our failure to deliver
the merchandise. 
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com,
I spoke with Elizabeth today and apologized for the
lack of care she has experienced while working with us to get her concern
resolved.
We are scheduled to bring out six (6) new side chairs
on 8.07.2015 to resolve this concern.
Thank You,
[redacted]...

[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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

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]

Good Morning Revdex.com,
Please
pass on our apologies for the frustration that our customer has experienced as
a result of our errors. In most cases our customer is required to sign a sheet
when picking up merchandise that discloses that they have inspected all
merchandise and agree to...

accepting the merchandise they are taking with them in
the condition its in. We made a very large exception for this individual by
offering to deliver the new product at no cost to them and we are very sorry
that the rug did not arrive as we had planned it to, it was never our intention
to let our customer down again as we were clearly working above policy to
correct the original disappointment. We further apologize for any product
concern the customer is now reporting on the table.
As a
furniture retailer and not a manufacturer our ability to deliver the product is
first and foremost associated with its availability from the manufacturer and
their shipment to our distribution centers. With the operation of an online
store as well as over 60 retail locations it is entirely plausible that our
stock has depleted since the customer’s order date of 11.14.2015.
Our
records indicate that we are working to correct our failures and have a
scheduled even exchange of the rug slated for 12.12.2015 (a Saturday). While I
understand the customer’s perception of their order not being viewed as a
priority I must convey that their perception is completely inaccurate as we
normally do not offer exchanges to be completed on a Saturday or the service of
delivery at no cost.
In
response to the customer’s report of the damaged table I have arranged to have
an even exchange of this item completed. We do not have any remaining stock of
this coffee table to supply the replacement until on or after 12.19.2015. As this date is a Saturday and these
days in particular fill up very fast I have scheduled the customer for
12.19.2015 so that they can secure that date should they want it for
the table exchange. If the customer does not agree to that date for the table
exchange then they are welcome to contact us at Customer Care (###-###-####)
or respond to this Revdex.com channel with their preferred date for delivery (after 12.19.2015).
Should the
customer still be seeking a compensation from us we will discuss what options
may be available to them after we have fully rectified the concerns with their
sales order. We look forward to earning our customer’s complete satisfaction on
12.12.2015/12.19.2015 and apologize again for the aggravation we have caused
our customer to experience overall.
Kindest Regards,
Stephanie A. G[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: 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]

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]

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:Once again the additional compensation of store credit of 100.00 is not valid for a customer whom has had repeatedly stated that their experience with BOBs was horrible therefore they are not willing to attempt another purchase with Bobs, so even if store credit of 1,500.00 was given it would refused. As for costumer request being unreasonable well that is the opinion of bobs but what is fact is that bobs is unwilling to give compensation in good faith due to this particular situation, as proven Bob's continues to repeat same offer of standard maximum 10% compensation. That is a bobs customer service fact. Sincerely,
[redacted]