Blue Ridge Travel

Revdex.com:
I have cancelled my order as they never even scheduled my order to be delivered. I have taken care of this on my own. I was contacted by the company directly, and they gave me the run around about why this happened and its very rare, blah blah blah. I've cancelled my order and received my total refund. 
Sincerely,
[redacted]

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,
Please pass on our apologies for the level of failure our
customer has experienced with this purchase. I understand and acknowledge the
reasons why our customer is frustrated with this entire ordeal and further
apologize for the lack of care she feels her delivery and...

concerns have been
met with. Please know that in moving forward in this communication I will be
doing my very best to address the demand for information the customer is
communicating, I am not – in any definition of the word- attempting to make
excuses for the poor experience that has taken place here.
The merchandise selected was ordered as a ‘Special Order’.
Special orders are made one and only time specifically for the specified
customer/order by the overseas vendor. We certainly take full ownership and
responsibility for the failures and misplacement of merchandise from the
original attempt, conversely to the dates communicated by the customer, I find
in this customer’s account that the delivery attempt was scheduled for
8.26.2015 and canceled by the customer on 8.24.2015. All merchandise for
deliveries to ** has to begin its loading/shipping process from our CT
distribution center at least three days prior to the scheduled delivery. We try
very hard to remain transparent with our customers by placing the following
information on the sales receipt:




Once scheduled, any changes to your order must be
made at




least 3 days prior to your scheduled delivery
date.

Again – we understand our failure in this case, our
representative should never have rescheduled an item we only had one of for a
date two days after the planned issue date or allegedly told the customer that
this wasn’t already on its way for shipment. This is our training failure and
we have begun taking the appropriate action internally to correct this failure
and ensure it does not occur again. When merchandise is loaded then shipped and
not delivered it then must start a return process from a trucking company in **
to our distribution center in CT. As we do approximately 4,000 deliveries a day
it is rational to expect that each trucking company has several return trailers
returning to the distribution center on various days for various reasons. The
best determination I can make from reviewing this specific situation is that
the loveseat was placed on one return trailer while the other sectional items
went back on a different trailer and again – the order should never have been offered for a re
delivery from the customer’s cancelation in such a short span of time. The
physical process of shipping for delivery (please also consider that most
likely  this merchandise had to ride
around all day to other stops with the original delivery team on the scheduled
date of 8.26.2015 and then had to be unloaded again that evening after the team
returned), offloading, re loading, shipping back to CT, offloading again, and
then finally preparing to ship out again to the customer just doesn’t happen
successfully within the small rescheduling window that was provided to the
customer here.
In all legitimacy if this sectional was a part of our
stocked line up then the rescheduling timeframe wouldn’t have caused any
inconvenience to our customer as we could have just picked the new items right
off of our distribution center shelves to ship out for 8.28.2015.
Like any other business we have a policy and procedure in
place for offering compensation to a customer. The procedure (specifically for
the customer’s benefit) does outline that we will discuss the option and/or
options available after we have honored our original promise to the customer
(the merchandise they selected and expected in good condition). There is no intent to deceive within this
procedure and as it is our responsibility first and foremost to honor the
purchasing agreement while making our failures right by the customer it is
perfectly reasonable and fair that compensation should be discussed after the
sales order has been completed. I do apologize that this process had any affect
on the customer’s ability to decide whether to keep their sale with us open or
not however that remains an assessment that must be made by the consumer
directly.
The information communicated regarding the delivery team’s
behavior and lack of professionalism from 9.10.2015 is appalling and tremendously
embarrassing. We do not find this type of behavior an acceptable representation
of our company and I do hope our customer can accept our deepest apologies for
being left with such a poor impression of our delivery service. If there is
property damage present the customer is welcome to file a property claim for
existing home damage from this delivery attempt. As with our other training
concern – we have begun addressing this delivery complaint internally and will
take the appropriate action.
In reference to the original method of payment being
refunded, we can certainly speak with our agent in regards to the manner in
which this refund was processed, as the customer has stated the agent and the
customer’s fiancé would have been on an unrecorded phone line to protect the
security of the full card number.  If the
customer’s fiancé was able to provide the complete credit card information
(number, expiration date, etc.) then I believe it is safe to conclude that the
fiancé was either in possession of the card (having been given authorization to
use it by the card holder) or would have had to be provided with the full
information necessary by the card holder to begin with.
Our greatest regret and defeat will remain loosing our
customer’s trust in our business and there is no amount of money that will make
the failures our customer has experienced OK. We have offered and processed the accepted compensation amount
for over 10% of the entire sale’s cost ($150.00) and this remains the most
adequate apology offer we are able to process for our customer.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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...

Good Afternoon Revdex.com-
We sincerely apologize. I went through the past exchanges and I do
see the same issue noted in those.  I am
so glad that we can offer resolution based on this information.  I tried calling both numbers on the account
to offer my apology in person for my error.
We can offer this customer’s choice of options-
We can offer a reselection credit based on the
amount paid.  This would fulfill the Goof
Proof warranty as it only allows for a one time replacement.  We would create the credit, the customer
would go back to store to reselect, the store would use the credit towards the
new merchandise, we would wave the new delivery fee. When the team deliveries
the new merchandise they would remove the [redacted] set. We can offer a concession to keep.  This would be a percent back as a
refund.  You would be keeping it with no
effect on the warranty.  If the only
issue at present is the bottom, this might be an option that will work for
you.  We can offer you a refund of $319
as a corporate check.
If you would like to accept one of these offers, please respond
with the offer that would work best for you and I will create the
paperwork.  Thank you,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry for the errors that caused the delay in delivery.  We have completed the delivery and the customer has received both a refund on the delivery fee and an additional Bob’s store credit as compensation.   We are very sorry that it was written wrong...

and then picked wrong. Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com-
We are showing that both the delivery and the
service were completed 7.26.16.  The
customer is encouraged to reach out to the Customer Care department and request
and account review for compensation.  We
do offer this compensation based off of our failures, damages or communication
breakdown.  We do not compensate for lost
wages as compensation must be fair and even across the board for all customer.  Compensation is offered in the form of a Bob’s
Gift Card. 
Please advise if there are any outstanding issues to
address.
 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are sincerely sorry for the delay in delivery.  We do see that on 11.30.16 the team reported
that part of the bed was not loaded on the truck.  The customer chose to reschedule the other
pieces that were on the truck.  We then
reached out to our...

routing department to try to get the delivery added to an
existing route.  We attempted to add it
for 12.1.16 and for 12.3.16 unfortunately those routes were full and the
delivery could not be added to an already set route.  This addition would have put the teams over
on the DOT regulated hours we must comply with. 
While we can completely understand the customer’s
frustration with the delay, we have made every attempt at getting the delivery
completed.  Wells Fargo does not bill until
the delivery has been made.  The only
piece reflected on the bill should be the mattress protector, taken from the
store at time of purchase. 
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.
Bob’s is not calling this customer regarding billing.  Bob’s is responsible for any issues this the
merchandise and we have not had any issues reported to us.  Most states do have regulations regarding
billing calls.  The customer can
absolutely, in writing, request the company call an alternate number to ensure
no disciplinary action at their job. 
This would go to [redacted]. 
Kindest Regards,
Tracy *. S[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 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

Good Morning [redacted]
We are sincerely sorry that the sleeper ottoman was delivered
damaged twice.  The notes from the agent
reflect that you were looking to reselect to something different.  If that does not reflect your wishes we are
very sorry. We show that we have already...

removed the
ottoman from the home so we will grant your request for refund. We can refund
the cost of the ottoman and the Goof Proof protection plan and the taxes, we
are unable to refund the delivery fee.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment [redacted].  Once the credit card number is entered into
the transactions the refund(s) should process back to you within 5-7 business
days.  If you no longer have this card in
your possession please visit the closet store to you with the new credit card
and photo ID for security purposes.
 
 
Anytime
after 10am and before 9pm Dial ###-###-####Press
the number one (1) on your keypad when you hear Bobs voice. When
the office person picks up explain that you are calling to get a refund
processed to your credit card and provide them this order number: [redacted]At
that point they will take the credit card information from schedule the pick up
complete the processing.
 
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture

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...

Complaint: [redacted]
I am rejecting this response because: I didn't give you all the info you needed my apologies. [redacted] purchased the table which is beautiful and bench on 1/21/17. Cr [redacted] standard order number [redacted] Sold byJennifer M[redacted] . The bench is [redacted] wire brush dining storage bench. Article 2[redacted]2
[redacted]

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,
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

Complaint: [redacted]
I am rejecting this response because: I did purchase the insurance and was told it was not covered.  The store told me there was nothing to be done.  They would not send a technician to determine the cause even after I sent pictures and requested several times.te customer service manager was abrupt and rude. This is unfair to me as a consumer of the store for over 10 years.I would like the set switched or fixed.  Please reply.
Sincerely,
[redacted]

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

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

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]