Blue Ridge Travel

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...

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 sincerely sorry for the concerns represented in this complaint.  We do see that the bed was exchanged successfully and the customer was offered compensation for the failures.    Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture...

  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 [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

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 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 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 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 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-
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

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]

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

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,
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

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...

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

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

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 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