Blue Ridge Travel

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. We did, however, decide to give Bob's one last chance.  We are returning both chairs and loveseat that we got to go with them in exchange for something else. I spoke to customer care today and that transaction was approved.  Thank you for the quick resolution.
Sincerely,
[redacted]

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

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,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I think due to the quality of the overall set is in question, and I would like the offer of the comprise to 50% of what I paid originally. The reason for me asking for the increase is because I have already paid for a new recliner which would have been warranteed according to the frame warrantee. This was not told me by the salesman at time of purchase, but was told me by the customer service person that contacted me by the name of Shannell A.   I also want to continue my relationship with Bobs in the future. 
Sincerely,
[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. 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, email and address provided here and cannot match this to an account.   Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further?  They can locate this order number via the sales receipt provided at the time of purchase. If the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any alternate phone numbers that may bring up their account records.   We ask that the customer responds to us thru this Revdex.com channel 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 Afternoon [redacted],
I’m so sorry to learn of your disappointment
and the poor service you cite to have received from our Customer Care Offices.
Please correct me if I am wrong or not grasping the full extent of
your complaint:
Your account indicates that your concern
has been...

fully addressed as of 8.12.2015. Service order number: [redacted] displays
that we placed an order for  one (1) ‘seat
casing and core’ with the overseas manufacturer of your product.  Please know that we sincerely wish to make our
customer’s concerns right while balancing the needs of our business.
At this time the part is on order for the “1
cushion” as you have requested, is there another concern that I can be  of assistance to you with via this mediation
channel?
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry for this concern.  Would the customer be able to take photos of the damage, the flaking of the bonded leather and also a picture of the sales order?  As this order is from 2009 I am having trouble matching the pricing to what the customer has noted...

on this complaint.  If we can verify the merchandise concern, that it is bonded and the pricing we can authorize a resolution.   We are very sorry that we must request additional information.  Please submit a photo of the sales order and at least one picture of each piece that is showing this concern.    Sincerely, Tracy Sanborn Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Morning Revdex.com,
We are very sorry for the damaged
delivery and the poor communication that
this customer has had to deal with.  I have
already spoken to this customer through another channel and have offered
compensation which has been accepted. 
We are very sorry that...

any
customer should have to encounter so many issues and we look forward to this customer
receiving their delivery tomorrow.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison

Good Afternoon Revdex.com,
While we apologize to our customer for any disappointment
they have experienced while using their protection plan this dispute is in
relation to a claim for service through an entirely different business
([redacted] Protection Products).
In an effort to ensure our...

customer’s claim was handled
fairly I was able to obtain the denial reasoning and photos of the damage in
reference to this claim.
Please see the attachment showing the multiple spots of
scuffing and scraping on the table.
The claim was
deemed ineligible for coverage as the [redacted] company as that this is
accumulated damage and by their assessment the damaged areas do not match the
scenario provided; which was the customer stating that the damage occurred when
he was wearing a tool belt and accidentally scratched the table. [redacted] has
the right to deny claims for coverage under their own guidelines and has
presented enough evidence to us to support the claim being denied. While we truly
wish we could, we are unable to force another business into overturning a
claim.
Bobs Discount
Furniture’s responsibility under the Goof Proof Plus Plan purchased relates to
concerns of manufacturing defects (this is outlined on several pieces of
documentation provided at the time of sale) and this damage is clearly not
related to a defect. I apologize again that we have no further recourse to
offer this concern directly at this time.
Kindest
Regards,
Stephanie A.
G[redacted]
Bobs Discount
Furniture
Customer Care
Corporate Liaison

Good Afternoon Revdex.com,
Please pass on our apologies for
the disappointment our customer experienced with the recliner they initially
selected to purchase.
The customer was offered a
resolution for re-selection as an extreme courtesy (already working beyond the
policy we communicated at...

the time of sale) and as the customer has disclosed
there was never a defect in workmanship with the chair we initially brought.
The service of delivering merchandise
has always been a service that our organization charges separately for from the
cost of our merchandise. Our company did our best to provide our customer with
resolution in a situation where we did not fail (please consider that we cannot
re-sell the chair that was originally in the home and as a business took on any
associated costs of disposal that may be necessary for the non defective,
original chair).
 As of today – the customer’s account shows
that their newly selected chair was delivered successfully on 1.21.2016.
Kindest
Regards,
Stephanie
*. G[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry the customer is so frustrated.  Every call that is made from our Supervisors and our accounting department is recorded.  We have tried to reach the customer many times.  This is what is noted in the account- Date of Delivery 8.8.17 Team reported...

Nightstand and [redacted] chest had sustained damaged.  Service was created and scheduled for 8.16.17.  Tech was at the home within the estimated two hour window and customer was not.  Customer requested we schedule for a Saturday but we only have a tech in the area on Wednesdays so we were unable to grant that request.  The customer did not reschedule.  The nightstand was successfully exchanged on 8.26.17.  The paperwork was created to exchange the [redacted] chest.  The customer did not schedule the exchange.  The customer started a dispute with his credit card.  We provided [redacted] with the details of the numerous calls we have made and the steps we have taken to rectify the two pieces that came damaged.  The dispute was dismissed.  We have called the customer on the following dates- 8/31/17, 11/17/17, 11/21/17, 12/8/17, 12/12/17, 12/13/17, 12/21/17.  The customer then voiced a complaint to one of our corporate executives and was called on 12/27/17 by one of our Supervisors.  We have left detailed messages and sent emails on what we are able and prepared to do to rectify these concerns.  The customer has not been willing to work with us to resolve the issues.  Our refund policy from our sales order reads as follows- CANCELLATIONS, RETURNS AND REFUNDS… It's the Bob's Way to be open, honest and clear! So here's our clear & simple refund and return policy… · You may cancel your order for a full refund at any time up until the day of delivery or pickup.  ·   Once you accept your furniture it cannot be returned with a few exceptions… o Unserviceable Factory Defects within 1 Year § If an item has an unserviceable factory defect it will be replaced Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon,
I sincerely apologize for the inconvenience
the availability of your merchandise/delivery 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...

anticipated
date of the end of April.
As the retailor and not the manufacturer we
have to rely on the vendor that manufactures the merchandise we sell to fulfill
the orders we place.  When a vendor
advises us that they have shipped a piece that has been ordered, we schedule
the delivery with the customer. 
When the shipment arrives and the piece was not included, we then have to
advise the customer.  This piece is not
expected to be in our possession until April. 
If waiting until April is not possible, we
would certainly understand if the customer chooses to cancel the order for a
refund.  We hope that is not the path the
customer chooses, but we can understand if something is needed sooner then
April.  The customer can also go back to
the store to reselect to something that does not require a special order.  If you choose to wait for the ordered piece we
would certainly be able to offer a token of apology for the miscommunication of
scheduling.
Again I truly apologize for the
inconvenience this experience is causing you and that you are still waiting on
the furniture you purchased. If there was anyway to get the merchandise to you
sooner I assure you that we would take that route immediately.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
This customer reported these concerns thru an alternate social
media channel as well and as of 8.19.2015 the desired settlement was reached thru our Customer Care
Department.
Pick up of the merchandise is scheduled to occur on 8.26.2015
and we consider this complaint...

closed from our end at this time.

Good Afternoon Revdex.com-
We are very sorry that the customer’s damage was deemed
unrepairable.  The customer called on
8.9.16 and reported the top drawer was stuck closed and unusable.  We do not know if the drawer was already
broken at that time.  I checked the
vendor to see if we could offer a courtesy part order to resolve this
complaint.  Unfortunately this vendor
does not have drawers and glides available as a part that can be ordered.  As this piece has been in the home for a year
and a half, and the technician deemed the piece was not damaged as a result of
a manufacturing defect we are not able to accept this customer’s offer for
resolution.  We will offer the customer
an offer of $100 refund as a corporate check to resolve this complaint.  If the customer would like to accept this
gesture, please reply to Revdex.com that it is accepted. We will process the paperwork
and the customer will have the check within 14 business days. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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.
Our records show that the furniture purchased was delivered and while damages
were reported; we have not received photos to reflect this damage.  We would need to review photos for damages to
offer further recourse.
We have compensated
the customer two times already.  This is
outside of Bob’s policy as we normally offer compensation only once.  This customer was compensated the delivery
fee off of the contract by the store manager due to the miscommunication for
the back order, this was $149.99.   We
also gave the customer $75 in store credit which can easily be used for small
carry out items in any store.  We have a
variety of lamps, statues, flowers and wall hangings that can be purchased and
taken the same day.
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] Company
directly.
Kindest Regards,
Tracy *. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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,
Felice H[redacted]

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 3.25.17 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, Guardian.  Guardian 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.  We would expect that any customer purchasing a protection plan would make themselves familiar with that plan.  We do give every customer a GPP handout at time of purchase.  It does contain both a brief description of coverage and the Guardian web site information in case the customer wants to research further. Because so much time has passed, we would not be able to find out from the store if the customer provided their email address or not.  Even without that being listed, the customer could certainly have gotten more information or asked if they were uncertain of coverage.  The GPP handout does note that pet bodily fluids are covered by the plan.  The salesperson did not mislead the customer.  Pet damage from nails or claws is not covered, it is not listed on the coverage sheet, as it is considered to be preventable damage. If the customer would provide a photos or specifics of the damaged pillow, I will look into seeing if we could offer a onetime courtesy part order.  The complaint does not specify what part is needed in order for me to research availability.  Kindest Regards, [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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] Company – 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. 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...

Complaint: [redacted]
I am rejecting this response because: she is a liar I called her and left her a message to call me and she never did they do not care about the customer they only care about the money they should not be allowed to do business in new york or anywhere they have so many complaints and they do nothing to try to resolve them once they have your money you are on your own if I knew then what I know now I would have never went there I said before come get the furniture refund my money and I would go some where else and I never heard from her
Sincerely,
[redacted]

Good Morning Revdex.com-
We are really sorry for the miscommunication concerning the call
ahead.  We do not offer a call ahead on
the first stop of the day.  Unfortunately
there is no one in the depot that early to make those calls.  That should have been explained to you...

when
the call ahead was set up. 
The actions of the driver are indefensible.  I am very sorry for his conduct.  We do not expect that our drivers will be
rude or discourteous to our customers. 
We have established the delivery team will be returning to
complete this delivery later today. 
Kindest Regards,
Tracy S
Corporate Liaison
Bob’s Discount Furniture