Blue Ridge Travel

Good Morning Revdex.com-
We are very sorry that this bed did not
live up to the customer’s expectations.  I
do see multiple notes from agents that this was approved for a reselection due
to the reported issues.  There are notes
that the customer was called and messages were left to...

call in and have the
paperwork created.  I can not begin to
imagine having to endure this issue with a child’s bed; I am so sorry that this
has not been taken care of sooner.  Should the customer wish to accept this offer
they are able to contact any of our stores for reselection.  Advice the store there is a credit in the
system, the store will schedule the new delivery at the same time as the
pickup, ensuring the customer will have a piece in the home.  
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different bed we will provide a credit (store credit) of 100% of the [redacted] Captain bed with trundle. This 100% will be based off of the original cost paid
for the bed only.  We will waive the new
delivery fee as well.  The Goof Proof
insurance does allow for a one time replacement on the merchandise, this would
fulfill that plan. 
Kindest
Regards,                                         ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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 for the issue with the home damage.  We have researched this claim and have
reached out to the depot and they will proceed with the claim.  They will be reaching out to the customer directly
to work through the process.  We are...

very
sorry that this experience has caused the customer unnecessary frustration. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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]

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

Complaint: [redacted]
I am rejecting this response because: this is not how businesses should operate. My fiance wanted this particular set of merchandise and we paid in full for those items in exchange for product that was not defective or damaged. We bought what we thought was going to be good furniture. It's not our fault that your products come in damaged. So there is no reason for us to re-select another product. We don't want anything else from this company. Also pricing yourself as the 15th best furniture realtor means nothing when you have terrible customer service.  You only got that way from ripping people off.
Sincerely,
[redacted]

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: [redacted]
I am rejecting this response because: Dear Revdex.com I am still going to reject Bob's response, however I will be spreading the word via social media and yelp, not to purchase the insurance since they really don't cover much, how dare the say they fixed something back in 2013 (which they had a typo) that would of been covered under the normal insurance I stress I purchased bob's [redacted] plus insurance for another 5 years to be covered.  Maybe, Bob's need to train the sales people more on the insurance before they convince their customer of lies.  I do not really blame [redacted] it was the sales person who said best even if it gets scratched your covered, that is where the problem is.
Sincerely,
Debra G[redacted]

Dear Revdex.com,
 Please pass on our deepest apologies for any inconvenience we may have
caused this customer during their delivery experience with us.
 
There are absolutely some coaching and retraining opportunities in this
customer’s account.  I do see that we
tried to...

follow up with her on 2/17 and 2/18 and she finally was able to speak
with her on 2/19/16. 
At this time I believe her issues have been addressed
and we have offered the following compensation to her -2 gift cards for a total
of $75 and a refund of her delivery fee issued as a corporate check (158.99),
which was cut and mailed on 2/22/16. 
Please let us know if this customer requires any
further assistance,
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
Our records
show no indication of any “debit” made by us to this customer’s financing
account. Can you please ask the customer to submit the documentation they have
referenced to the Revdex.com showing that our company debited their financing account
after the credit we sent...

back on 1.07.2016?
At this time I
have located the commentary from our agent that the customer also referenced in
their posting and it leads me to believe that the customer is experiencing confusion
based on how Wells Fargo sets up their billing statement. Please see below as
the agent illustrates communicating that the original charge is probably still
listed along with the credit we sent back:
1-29-16 944a - spw cust [redacted] states he is looking at his
statement online for WF and there is a charge for the del fee after the credit
was submitted. asked cust to look at the rest of the charges to see if there
was another del fee charged. he does not see another one. advised this may be
to offset the credit to show that this was charged to him and the credit to
offset that del fee. cust will wait till everything is delivered to confirm
that all amounts are correct. [redacted]
Above Comments Added By [redacted] On 01/29/2016 at 09:46
We are happy to research this further once we are provided evidence
from the customer, as of now we show only the credit we sent back and dispute
that we made any additional debit to this person’s [redacted]

Good Morning Revdex.com,
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). Should the customer wish to accept this offer
they are able to contact our Customer Care Offices at ###-###-#### (Mon-...

Sat
-6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it fully
processed.
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%. This 100% will
be based off of the original cost paid for the sofa. In the interest of
fairness we would ask that if the customer wants the new furniture they select
to be delivered they 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 will expect to remove the current set the customer has in the
home before or on the same day the newly selected item is delivered. This one time offer of reselection will
fulfill the goof proof warranty and that policy will be considered satisfied.
Kindest Regards,                                         ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

It has been almost 3 months and I have not received the cushion cores that Bob's Furniture had offered as a resolution. I was unsure if there was another step I had to follow or honestly what to do in general, as I have never made a complaint before and have a lot of trouble contacting Bob's Furniture in the past. I appreciate the help. Thank you, [redacted]

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,
 
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

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 Afternoon [redacted]
I apologize again that you are experiencing this concern and
understand your frustration and need to have this concern resolved. As stated
previously we have multiple protocols and procedures in place that we adhere to
daily to avoid any type of pest contamination. We do not deny that other
complaints have been made however, after we properly educate the consumer and
assure them of the precautionary measures we take; the complaint is dropped.
Please know that I have no intention of placing blame for this concern within
my communications to you and I truly wish that there was something we could
offer to assist you in this circumstance but Bobs Discount Furniture does not
sell or deliver products infested with pests and the massive amount of public
education that is available teaches us all that bed bugs are not the result of
purchasing new furniture.
Please know that while bed bugs do not come from factory fresh home furnishings
they are also not the result of an uncleanly home. Bed bugs are just sneaky
stow-a-ways, and are excellent at finding ways to travel right into your own
home. They travel most often in places like hotels, motels, shelters, apartment
complexes, dorm rooms, recreational areas, and even movie theaters. Recent
personal travel or any interaction with a relative or friend who has recently
traveled is another popular way bed bugs like to get around as hotels,
airports, rental cars, and most other form of traveling are extremely
susceptible to bed bug tourism since there is a continued wave of movement
between large groups of people.
If you reside in a multi dwelling complex, especially one that you are renting,
you should contact the property owner and demand that your home be treated by a
professional. Apartment buildings are highly susceptible because bed bugs can
travel room to room in the pipes and wire holes. The second you put your bag
down, they can jump into it and you would never know it until after you’ve gone
home.
Bed bugs have also been found in locations where there is a large congregation
of people such as schools; if you have children it is possible that they could
have piggy backed onto the children’s back pack and entered into your home
through this channel.
 I am so sorry that you have to deal with this concern
and I apologize again that Bobs Discount Furniture is unable to take
responsibility for an occurrence that was not caused by the furnishings you
purchased from us.  
Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because:
I just got off the phone with Bob's Discount Furniture, which they told me that my compensation would be a $150.00 gift certificate to the store. After my original complaint which was supposed to end at them delivering the hardware for my drawer on Tuesday, it ended up changing to Friday which when the delivery people called I was on my way home. I explained to them that it would take me 30 minutes to get there he said ok and hung up the phone. When I got home 32 minutes later he was no longer there and my status for delivery was changed to "unable to deliver" when calling the customer service rep again, I was told that they do not have to wait longer than 15 minutes which was not told to me when I was on the phone with him. We then scheduled for them to come back the next day(Saturday). When they arrived with the "box" I was a little confused considering I was only waiting for 4 pieces of the hardware to put together the drawer that was left unassembled the week prior. They opened the box called me into the room and told me that the wrong supplies were given to them. Bobs delivered the 2 drawers that were already assembled instead of the 1 drawer that was not yet assembled and on top of that the hardware (which is what was needed in the first place) was not in the box! Luckily, the delivery men had 4 screws in his truck he asked if I would be ok with them using that instead I said that is fine as long as the drawer is fixed. He put a note in there so that company would know that what was originally needed was not what was delivered.
Compensation of any amount of a gift card is not acceptable! I will NEVER return to a Bobs Discount Furniture Store. A compensation in the form of some kind of refund is what should be given to someone that had to go through all this trouble to still just receive 4 random screws that the delivery men happened to have in their truck!!
Sincerely,
[redacted]

Hi Ashley,
I’m so sorry that you found my first response to be so disappointing.
We care very much for all of our customers and proper research must be
completed for each individual to ensure we are remaining fair to all consumers
alike.
We (Bobs Discount Furniture) are not Guardian. We do
not have access to photos that you may have sent to this company. You have
selected to open up a mediation channel via the Revdex.com website with Bobs Discount
Furniture. Please consider that this is Bob’s first attempt at trying to help
you resolve your concern as you have been denied by a completely different
company.
We are happy to see if we are able to help you move forward
however this merchandise has been in your possession for over four years and
you are not within any warranty period directly thru Bobs Discount Furniture. Bobs
has never been to your residence to view this product for any concern within
the time you have had it and we are owed a fair chance to review the pieces as
requested before we disclose if we are able to help you as a courtesy from our
business.  
I respectively ask again that you post your photos so the
Revdex.com and Bobs Discount Furniture are provided a fair opportunity to review you
case and see what we may be able to do to help you move forward.
As listed in the original response:
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.
Thank You,
[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 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...