Blue Ridge Travel

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

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, email address and street address provided here and I am not able to match it 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 purchase was through [redacted] we would need the agreement number. 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...

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]

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

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...

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.

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...

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 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

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 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

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

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]

This complaint has been resolved.  Thank you for your response.

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.

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 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

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 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

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]