Blue Ridge Travel

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their experience with us.  It does appear that the [redacted] Company has
reconsidered the position they stated to the customer.  I am showing claim [redacted] is set up for...

service.  We encourage this customer if they have not
already discussed this with [redacted] to reach out with this claim number to
discuss the details.
 
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

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 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 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 is having issues with
the pieces delivered in November 2014. 
We have reviewed the technician report form August 30, 2016.  The technician reported the foam was bunched
up on two footrests and he replaced the cores on those...

footrests.   We are
unsure what the current issue is.  This
complaint does not state what needs to be fixed.  The notes in the order state that there is an
issue with a mechanism.  That would be
the device that makes the chair recline. 
That would have nothing to do with the technician service from
August. 
We are not able to offer the service for a Saturday.  The technician is routed over an hour away from
this customer’s address.  We route
different areas of the state each day. 
We would not be able to offer this customer a Saturday service.  We do currently have this scheduled for the technician
on 12.14.16.  We hope the issue the
customer is experiencing will be corrected on Wednesday. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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,
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

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]

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 Morning Revdex.com,
Please pass on our sincerest apologies to our
customer, we absolutely acknowledge our customer’s frustrations with us and
take responsibility for the lack of care they feel their concerns have been
addressed with.
We have interacted
directly with this customer since...

their Revdex.com posting, the current account
information I can locate reflects the following:
The incorrectly delivered
dining room item concern was resolved on 12.22.2015.
The paperwork to have the
damaged table top replaced was arranged on the same date of the service call
(12.30.2015) however it remains unscheduled for delivery and on a ‘waiting on
customer’ status.
                As
availability for delivery dates are based on sales happening in this customer’s
area in real time today we ask that the customer contact us directly to receive
the available dates of delivery we have for this table to. We are currently
unable to accommodate delivering it on the same day the rug is currently
scheduled for.
The rug is scheduled for
delivery on 1.26.2016.
During our conversation
with the customer on 1.7.2016 our records indicate that the customer advised us
that they would continue to put reviews up about our organization unless we
agreed to one of their requests. In response to these requests we advised the
customer that regretfully 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.
We did offer the customer an immediate compensation
accommodation ($229.99 refund of delivery fee paid), which the customer
accepted with the understanding that they would wait for the kitchen island to
come in for delivery. We did also offer to work above the policies stated on
our sales invoice and remove the dining room furniture for a refund should the
customer be unable to wait for the island to become available; however the
customer’s account reflects that they happily chose the accommodation
compensation offer from us on 1.07.2016 and this refund has been processed to
the financing account used for this purchase.
Please know the customer
is still able to cancel the kitchen island at anytime and receive a refund (as
stated on their sales invoice) and we have proactively worked above and beyond
in an effort to make any communication failures and/or product concerns right
by this individual customer.
At this time the exchange
for the table top remains opened and unscheduled and we look forward to
speaking with the customer directly to get this delivery scheduled. We
apologize again for any unintended inconvenience the wait time on the kitchen
island continues to cause our customer and pledge to them that we remain just
as disappointed as they are that we have not been able to fulfil their entire
order.

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 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 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,
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

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

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer.  We absolutely believe
that have been very patient waiting for the new merchandise to function as it
should. 
We have reached out to the customer directly, provided
the...

information on the part order and offered compensation for having to wait
so long.  The customer has accepted this
compensation and will wait one more week for the part order.  If there is another delay from the vendor, we
will exchange the piece.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns.
 
Kindest Regards,
                                        ...⇄ /> Tracy S[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 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 that our customer remains so unhappy with our
response(s).
Our first response indicates that we do take complete ownership
for the failures that have occurred, causing our customer such inconvenience
and as a business we have honored our original promise of getting this customer
the merchandise purchased in the condition it was expected. I think it’s
appropriate that this record also shows that after our agent Courtney
encountered this customer she made a valid effort to keep an eye on this
individual’s account and offer a personal follow up to the customer which came
very soon after the delivery on 8.08.2015.
There is a continued track record of Bobs Discount Furniture
taking responsibility and working hard to make our failures right in this case.
In an effort to move forward and acknowledge our customer’s demand we have tripled the original offer the
customer cites to have received from us.
This offer is one we stand behind as fair and adequate in addition
to making the failures we caused right.  
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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 extremely sorry
for the concerns addressed in this complaint. 
Any failure on our part is researched and examined; the failures listed
in this complaint are very serious. 
As the merchandise has
all been sent back with the team, we would need...

direction from the customer if
they are looking to reselect, attempt another delivery or cancel the contract
with Acceptance Now.  The last part of
the complaint gives the impression that the customer is undecided. 
Please advise if this
customer is looking to continue the relationship with Bob’s and Acceptance Now
or if we should be closing the order and canceling the contract. 
Kindest Regards,
Tracy *. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison