Blue Ridge Travel

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

Good Morning Revdex.com,
We apologize that this customer is so unsatisfied with our return and
cancelation policy. We try very hard each day to honor our customer’s requests
to the best of our ability while still seeking to balance the needs of our
business.  The second page of the sales...

invoice, which is routinely signed
by the consumer prior to leaving our retail location, has clear and concise
information regarding our service and refund policies.
For power beds it is necessary for the function of the bed, to have the
mattress overhang the foundation when the bed is flat.  When you raise the head and the foot of the
bed the overhand significantly disappears. 
If the pieces lined up in the flat position, when you raise the head, it
would be too narrow.   We certainly
apologize if the customer was given misinformation on this.  Our floor models and our website both clearly
depict this overhang.  Please see
attached photos. 
If this customer disputes this further they can submit
photos directly to the Revdex.com mediation service. 
We would not be offering any recourse on a bed that is up to
manufacturing standards.  I see we had
set up a tech to go to the home on 3/29/16 and unfortunately the customer
advised they were looking for an exchange, not a service.  If the service tech had been allowed to see
the bed and take photos, he would have been able to advise if there were any
errors in this bed order.
Please pass on our sincere apology to this customer for
the conduct of the delivery team in the home. 
We do expect our teams to conduct themselves in a professional manner
when in a customer’s home.  We do not
expect that they will cause damage to a customer’s property.  The property claim has been submitted and the
depot will be following up with the customer directly.  [redacted] out of Billerica will be contacting the
customer to address these concerns.
We can certainly offer to compensate this customer for
all of the inconveniences and miscommunications that have transpired.  Once the issue with the bed has been settled
we can review the account and advise the customer on what we are able to
offer. 
Kindest Regards,
Tracy S[redacted]
Corporate Customer Care Liaison
Bob’s Discount Furniture

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

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]

Good Morning
Revdex.com,
I am so
sorry to learn of our customer’s poor experience with this purchase. I can only
imagine how frustrating this has been for our customer and completely
understand their position at this point.
As a
retail chain, and not a manufacturer, we have little control...

over the
availability of some product. As this is a shipment our inventory system
clearly expected in sooner there is always the chance that the overseas
shipping container will make it to our Distribution Center sooner than the
anticipated date we have right now. Please pass on our sincerest apologies that
we haven’t been able to deliver this purchase as advised to our customer and as
we have disclosed the merchandise will not be made available to us to deliver
to the customer prior to the latter part of November.
We have
the current options available for recourse in relation to this customer’s
concern:
              
Either:
·        
To go into a store location and see if there
is a similar item available with stock on hand so there is no delay in
delivery. We will give the customer the store credit of what they paid plus 10%
to use towards a different item plus the credit of delivery charge.
·        
To wait for the item the customer initially
purchased with the understanding that the tentative stock date would be on or
about 11.23.2015 and we will return 5% of the customer’s merchandise purchase
price plus the delivery charge- after the delivery has been successfully completed
to the customer
·        
Or, a cancelation and full refund of the
customer’s order
Again I
do hope the customer can accept our most sincere apologies for what has
occurred; it was never our intention to communicate any delay in shipment or disappoint
our customer.
Please
note – This sales order remains unscheduled at this time as our records
indicate we were told by a “Vivian” to leave it that way on 11.09.2015.

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,
Nicholas D[redacted]

Good Morning Revdex.com-
Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and damaged product continues to cause
our customer. We can certainly understand the customer’s frustration and
acknowledge the reasons why the customer may feel they are owed...

something
additional after their concerns have been resolved.
We have an exchange scheduled for the piece on 4/6/16.  If the customer would like to send both
pieces back with the team when the team comes to do the exchange, I will refund
the customer for the piece back to the Wells Fargo account. 
If the team brings the new wardrobe to the home and you
wish to accept the new piece for the exchange we can certainly offer
compensation.  Having to wait for a part
for six months is really extreme.  We
recognize that this was a breakdown in communication and that will be addressed
internally.  If you do decide to accept
the exchange piece, we will refund $150 to the [redacted] account.
Please advise which option you accept so I can set up
the paperwork before tomorrows delivery.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Afternoon Revdex.com-
The Revdex.com is a mediation site. 
They are a tool for a customer to voice a concern; they do not demand or
suggest the resolution.  They do allow
the customer and the business to communicate and try to find a solution that is
mutually agreeable. 
We...

have decided to accept the customer request for pickup
for refund.  We have amended the
paperwork to reflect this offer. 
Customer must call in with original credit card used- [redacted]  For security purposes we are only able to see
the last four digits of the card number used. 
We would need the customer to either call in or stop by one of our
stores with that card available to be able to process the refund.  Please ensure this is entered before the
pickup is scheduled to enable the refund to be processed without delay.  Once the credit card information is added, we
can schedule the pickup at the customer’s convenience.   We would process the refund to the customer’s
card of the cost of the merchandise, the Goof Proof plan and the tax once the
pickup is completed. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com-
We are very sorry for this customer’s delivery
experience.  We do expect our delivery
teams to conduct themselves in a professional manner while in a customer’s
home.   
I do see that we sent the technician to the home on May
25th.  He touched up...

the marks
on the bunk bed.  After the service
William spoke with one of our agents and confirmed the touch up was completed
and he was satisfied.  When Danielle saw
the work, she was not satisfied so we replaced the bunk bed on June 18th.
On June 18th the customer called in that
there was a seam separation on one cushion. 
Normally this would be a job that a tech would complete in the home in
just a couple of minutes.  The customer
refused service and we have ordered a new casing. 
We are sorry that this customer has not been completely
satisfied with the options that have been presented to them, we do offer
service first always, this is our policy and is stated on the last page of
every customer’s sales order.  When a
customer refuses this option, the agents must then get approval from a
supervisor to offer a different recourse; this unfortunately will cause the
long phone calls the customer has endured. 
We have offered compensation for the poor performance of the delivery
team, which has been accepted and we have gone above our standard policy on
replacing pieces the customer was not satisfied with.
We do not offer an additional discount on merchandise that
is showroom quality.  At this time the
only outstanding issue is the part order for the seat casing.   We
would not be able to offer any additional recourse at this time.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com,
Please thank our customer for sending
thru the requested evidence.
 
As indicated previously we are a business and like any other and we absolutely do
make mistakes, we take full responsibility for our mistake in this scenario and
seek only to make it right by our customer. Through research and with the
evidence our customer graciously provided we have discovered that during the
month that lapsed in between the sale of this article number and the actual
delivery our stock was changed and our customer was never properly notified.
While this circumstance is extreme and rare we completely understand the level
of failure our customer has experienced due to our lack of care.
 
We spoke with this
customer directly on 5.29.2015 and accepted ownership for our failure, offered
our apologies and a direct offer of resolution at that time which was ultimately
declined by our customer. We acknowledge the reason why our customer felt
necessary to escalate this concern and have posted several offers for
resolution below for our customer’s review. The customer is welcome to respond
to us via this Revdex.com mediation channel or to me directly should they prefer at [redacted]
 
As the information previously
requested regarding our severe coaching concern was not posted in the customer’s
last response I will ask again:
                                If the customer can also provide the dates,
times, and names of the representatives he claims called him an inappropriate
name that would greatly help us investigate this concern further. We do not
support name calling as a form of customer care and are truly embarrassed by
this accusation.
 
Option
1:
 
We will remove the
merchandise from the customer’s home and provide a refund based on the purchase
price.
 
-Or-
 
Option 2:
 
The customer may keep
the current merchandise with all of its associated warranties and we will
refund 50% of the cost of the merchandise to the customer’s original method of
payment
 
-Or-
 
Option 3:
 
We will provide the
customer with a store credit, based on the price originally paid for the
merchandise, so that they can reselect to an item that meets the qualifications
they were initially seeking. We will expect to remove the current merchandise
on the same date we deliver the new selection. We will also apply an additional
$100.00 store credit to this option as a further form of our apology (the
$100.00 Bobs Gift Card was the original offer made to our customer back in May
of this year).
 
Should our customer find
any of these options to be an acceptable way of moving onward we look forward
to their response with which option they feel suits them best.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison

Good Afternoon Revdex.com- We are very sorry that there was confusion with the order.  The bed that was purchased was not a final sale or as is item.  The customer was told we were exchanging the drawer as a courtesy because they signed for the merchandise stating that there were no...

damages.  They did not want the bed assembled so they accepted responsibility for any damages.  The courtesy was setting aside the policy for items that are not assembled, assuming that if the team had assembled, they would have seen the damage as well. The mattress set was sold at an extremely deep discount as is, no warranty, and no returns.  This is noted both on our MyBobs[redacted] site and on the email confirmation the customer received.  I have attached both for review.  Miss-matched mattress sets are not eligible for any service after delivery.  In addition to it being stated on the MyBobs[redacted] site and on the email confirmation we explain it to every customer that purchases this bedding.  It is unfortunate that the customer is not completely satisfied with the bedding, but as this was sold at such a deep discount we are unable to offer any resolution.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

I ordered a new couch to return the defective one but they screwed up the order again.  I have given ample opportunity for your company to remedy the situation but have failed on numerous occasions to do so. I am seeking legal recourse at this time.  [redacted]###-###-#### 
Complaint: 12131087
I am rejecting this response because:
Sincerely,
Robert Giammarco

Good Afternoon Revdex.com-
We are sincerely sorry that the exchange was not completed
for this customer on the scheduled date of 10.28.16.  We see that the customer had recently moved
and the exchange was created under the original delivery address.  This has been approved to be...

refunded, once
the pickup is completed.  The customer
should reach out to customer care to schedule the pickup. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- [redacted] is nationwide; they are able to offer coverage for accidents in the area the customer resides.  The side of the protection plan in question is for manufacturing defects.  If Bob’s does not deliver to an area then we do not service in that area.  The customer had a conversation on 1.8.18 with a customer care agent and requested service due to what they believed to be a manufacturing concern.  As it was determined that the customer was outside our serviceable area, the refund of the plan was processed.  I was not part of that conversation so I do not know if this was offered as a courtesy or the customer requested the refund.  The plan was canceled and refunded due to this conversation.   Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com-
We are very sorry that this
customer has had a frustrating delivery experience with us.  We have already offered the maximum we are
able to offer as a refund.  Any
additional compensation would be in the form of a Bob’s store credit.  This would have to...

be discussed after the
delivery has been completed.  We are very
sorry for the delivery failures associated with this purchase.  The delivery is currently scheduled for
3.23.17.
 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us. Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records. I have looked under the name,...

phone number, and address provided here and I am only able to find a canceled order from 2013.   If the store had officially quoted a price to the customer, it would have been put into the system as a quote.  Without being able to access a quote we are not able to assist in this further.  We do print a copy of all quotes for the customer to take with them, if the customer has this quote we ask they either reply back with the quote number or post a picture of the form.  We ask that the customer responds to us thru this Revdex.com channel so that your efforts in excellent mediation assistance are not wasted. We are very sorry for any misunderstanding that has occurred.    Kindest Regards,                                         ...⇄ Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

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 9/16/14 and at the time of purchase, the customer purchased the option of [redacted]...

[redacted]  This protection plan has two aspects.  Through Bob’s this customer is covered for a period of five years 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.  The other side of this plan is through a third party company, [redacted].  [redacted] covers the merchandise damage resulting from a single accident.  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.  There is no aspect to this coverage for preference.  Please see attached photos the tech took.  They show that the piece is made with unattached back pillows.  The customer has stated to the tech and also to Bob’s agents that they are concerned for the child jumping on the pieces and getting hurt.  We are very sorry, that is a concern but it is not a manufacturer’s defect.  The customer chose a set with detached pillows.  There is no defect, no design flaw.  It is made with a wood frame that you cover with pillows, as seen in the pictures.  We did, as a courtesy, order extra pillows from this set, to try to add padding for the comfort of the family.  Those 8 courtesy pillows have already been sent to the customer.  Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon,
We are able to offer you a courtesy reselection.  Bonded Leather peeling is not a manufacturing
defect.  It is something that is caused
by the environment.  If the leather dries
out it pulls away from the backing and starts to peel.  It has...

occurred to enough of our customers
that we now offer the courtesy reselection. 
 
When you go into the store, advise them you are there for a
reselection.  They will apply this credit
towards the new purchase as payment. 
They will then schedule the delivery and the pickup for the same day, so
you will not have to be without merchandise. 
There will be no new delivery fee applied to the new sale. 
 
We will not be able to offer a refund.  The customer can choose another set and we will
deliver that set and pick up the set in the home on the same day.  This is the only resolution we would be able
to offer.
 
If you have any questions or concerns please reply through
the Revdex.com mediation site.
 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture