Blue Ridge Travel

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

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

Good Morning 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

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.
[redacted]  please keep this complaint open until a satisfactory replacement is received.  I will advise once a satisfactory is received.
Sincerely,
[redacted]

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...

Good Afternoon Revdex.com- We are very sorry that the customer has not yet received their refund.  The order was canceled on 6.1.17.  The check was cut and mailed on our next scheduled print day of 6.7.17.  The check was returned to us as undeliverable on 6.26.17.  A second check was...

mailed out on 6.28.17. We have confirmed the address on the check matches the address on this complaint.  The customer should have the check in the next couple of days.  Sincerely,Tracy S[redacted]Corporate LiaisonBob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com- Due to the nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution.  The customer has accepted our offer and will reply to the Revdex.com mediation service with their decision.  We thank the Revdex.com for bringing this to our...

attention.  We agree that it is unreasonable to expect her to keep two pieces of a set that is on back order.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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- We are very sorry that the customer needed to have a Saturday and had to wait two weeks to be scheduled for the delivery.  We do not deliver 9-5, however.  Our teams start their first delivery between 630am and 7am in a special program we call Breakfast with...

Bob’s.  This is done specifically for customers that work.  We are sorry if that either wasn’t offered or did not help the customer get the sofa faster.  The teams, because they start their days so early are normally done by 5pm.  In the first attempt the team was at the house for ten minutes, within the 4 hour window the customer was provided.  The customer called us at 1254.  This was over an hour after the customer left the residence.  The team only had two stops after this customer, so they were done when the customer called in.  We are very sorry that the correct phone number had not been listed on the account.  We were able to get the customer added on for the next Saturday and the sofa has been delivered.   We can offer the customer a Bob’s store credit in the amount of $50 as compensation for the failure to have the correct phone number listed on the account.  If the customer would like to accept this token of apology to be used on a future purchase, they can accept through the Revdex.com and it will be created. Sincerely, [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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.
Bob's did resolve this and I am very thankful. However it was not until I called corporate and reached out to you that this was resolved. Pam from the goof proof called me right away to resolve this problem. Their customer care department was extremely disrespectful, especially Samantha as I had stated in the previous complaint. I suggest they train their lower level customer care team to reach out to corporate first before they set an decision in stone. I was so frustrated and angry by the time I reached out to the Revdex.com that is has left a very bad impression for me regarding their customer service.
Sincerely,
[redacted]

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...

Good Afternoon Revdex.com- We are very sorry that the first delivery failed.  The team submitted photos of the damage to the bed frame, there was a support piece that had broken off.  We apologize that it was not able to be set up on the initial attempt.  The customer was not scheduled for...

the 15th.  They did submit an ADDON request for this day.  Our routing department receives these requests.  They then will check the already established routes for that day, checking for two criteria that must be met.  There must be a team that still has space on the truck and also have time left in their route.  The routes have to meet Department of Transportation guidelines for the amount of time a team can be on the road, for safety.  Tuesdays and Saturdays are our busiest days and our routing department was not able to accommodate the request to add on this stop.  The customer was then scheduled for the second delivery attempt on 8.18.17 which was successful.  We are very sorry; we would not be able to accommodate the customer’s request for the refund on the delivery fee, for a single failed delivery.  We will offer the previously offered amount of $50.00 be processed as a refund back to the original method of payment instead of as a store credit.   If the customer wishes to accept, they can call the store or customer care, with the origina[redacted] card ending in [redacted] available. Sincerely, [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com,
Please pass on our deepest apologies for any frustration the
customer has been met with while working with the Guardian company to report
the listed concerns. Bobs Discount Furniture offers the best protection plan available
in our industry and we stand behind the value of the Goof Proof and Goof Proof
Plus Plans.
I have left this customer a voicemail message this afternoon
(7.08.2015) with my direct contact number ([redacted]) requesting a call back
at their earliest convenience. I look forward to speaking with this customer
and working to resolve their concerns in the most fair and adequate manner
possible as their account currently shows no record of speaking with Bobs
Discount Furniture directly to seek resolution for this concern.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because:I was able to get the delivery cost refunded to me after two calls but have not yet received the $100 gift card I was promised by Bob's Customer Service representative Jared K #82097.
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.

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 in April 2015 and at the time of purchase; the customer purchased the option of Goof...

Proof Plus.  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.  The customer recently moved from [redacted] Ma to [redacted] Fl.  This means the merchandise was moved over 1300 miles. This merchandise was moved far outside of our service area, we are not able to look at it to see if it was caused during the move or was a manufacturing concern.  The customer reported to [redacted] that there was no accident.  They simply sat on the piece and it cracked.  That is not an accident and so would not be covered by [redacted].  We suggest that if the customer had professional movers they place a claim for damages with that organization.    Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

I have a power lift chair from Bob's. I purchased the original chair in 2015, and had to exchange it in March 2016 due to warranty issues. When I went to the store to exchange it I did a reselect, and chose a different chair. The chair I chose was supposedly higher quality, I spent about $400 more on it than the original chair, hoping it wouldn't break. Less than TWO MONTHS after I received it the motor blew and it no longer functions. I contacted Bob's customer service and explained that the chair is a necessity and I can not be home alone without it, as I literally can't get up from a different chair without assistance. THey were great about sending someone out the same day. He came and said I need a new motor, totally a manufacture defect, and that if they can't get it to me within 3 days I should be able to get a new chair. Well, shockingly the chair I have is discontinued so the options I had were to wait for the part (they said it would be about 10-14 days) or choose a new chair and have NO WARRANTY on it. Well, obviously I'm not going to take an item with no warranty, since I've had to use it twice now. The conversation was on April 21st. It is now May 4th. I called Bob's today to request an update, and they told me they wouldn't be receiving the part until May 16th, at which point they would ship it to me and when I receive it sometime around the 20th I can call to set up an appointment to have someone come install it. This is now going to be a month without my medically necessary item, and I am beyond appalled. I have Muscular Dystrophy and cannot believe that I have to deal with this issue, I have enough to worry about without the company tricking me and essentially stealing my money.  Desired Outcome: At this point I want a new chair immediately. I feel like I should be compensated for the inconvenience, since I have had to have someone home with me AT ALL TIMES so I can be safe. I absolutely will not wait an additional two weeks for a functioning chair.

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 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 for any frustration that we have
caused.  [redacted] was told by this customer’s son, who
was receiving the merchandise that he was willing to accept the delivery team
coming outside of the scheduled delivery window.  The team was only about 45 minutes outside of
this window and the customer did accept the offer of final compensation for
this delivery issue.  We are not able to
offer any additional compensation. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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