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, 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...

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 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 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...

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

Revdex.com:A Bob's furniture repair contractor came to my home this Wednesday 4/5/17 and repaired my loveseat with a cardboard patch. Although the repair material is not ideal, the break is now fixed and I can appreciate that. The repair contractor, Justin, was professional and timely. I greatly appreciate his time and repairing knowledge and feel more contractors like Justin should be used initially so this additional dispute would not have been needed. Thank you for this resolution.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,
Robin T[redacted]

Good Afternoon Revdex.com- We are very sorry that this delivery was not completed.  There was an altercation with the team in the home.  As the original purchase made was from 2012 we would not be able to offer the customer any other resolution beyond store credit.  The purchase made in...

2012 was then reselected in 2014.  The merchandise from 2014 is the merchandise currently in the home.  The recliners were returned to the customer by a different team. Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com- Due to the intricate nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution.  We were unable to reach the customer via phone, we left a detailed message.  We sincerely hope the customer is considering 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. Sincerely, [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

I called to have my new base delivered and was told I would not be able to receive it until the 22nd. I asked why so late and was told that exchanges were only made on Wed thru Fri. So, I asked for delivery on Fri the 17th. After much deliberation I was promised that I would receive my new base on Fri the 17th. So I cancelled my [redacted] and [redacted] appt to wait for my new base. I receive a text to that says I'm scheduled for the 21st. As I told the customer care person I would be out of town on the 21st and would not return until the 28th. I would love to be able to sleep in my adjustable bed since it hasn't worked since it was delivered. I was transferred to speak with a Manager named Kebra who told me my delivery was rejected by  the routing dept and there wasn't anything anyone could do about it. As was previously stated befor in my complaint I have debilitating [redacted] in both knees and hips, I cancelled my relief appt for the weekend and now I can't even have my new base delivered befor I go on vacation. So who knows when I'm supposed to receive a working bed. IM SO DISGUSTED BY THIS COMPANY WITH THEIR LIES AND RUN AROUNDS. I HAVE NOT HAD A DECENT SLEEP NOR HAVE I HAD ANY PEACE SINCE THE DELIVERY OF THEIR PRODUCTS. I AM CHANGING MY COMPLAINT. I NOW WANT A FULL REFUND FOR EVERYTHING I PURCHASED! EVERYTHING! I DONT EVER WANT TO HAVE TO DEAL WITH THIS COMPANY AGAIN WITH THEIR LIES AND DECEIT! I want a FULL refund for the MATTRESS, BASE, PILLOWS,ALL OF THE PROTECTIVE COVERS, SOFA, BOTH RECLINERS, ALL WARANTIES AND TAXES. Again, I am disappointed and disgusted with this company and their service department.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are very sorry that the customer is so dissatisfied.  No compensation can be offered until the customer is satisfied with the merchandise in the home.  No offer could be made until the concern is rectified, this allows us to review the account from start to finish and offer compensation based on the entire experience.  As this customer has already been offered a reselection for the entire bedroom as a courtesy, the compensation would be a small token of apology for the failed deliveries.  The customer chose a distressed set.  That was their choice.  The pieces in the showroom reflect this distressing.  Worm holes, planing lines and worn spots are part of this sets rustic appearance.  The first delivery did contain manufacturing defects.  The subsequent deliveries were inspected.  As every single Laredo set contains these exact characteristics, the pieces passed inspection.  We will not be offering a refund.  We hope the customer will reselect to another set that reflects their personal taste. Kindest Regards, [redacted]
[redacted] Bob’s Discount Furniture   Tell us why here...

Good Afternoon Revdex.com-
We are very sorry for any confusion there has been.  The call with agent Sara on 10/15/17 in which
the return authorization was created was pulled and reviewed.  The customer was informed that all
merchandise would need to be returned when the new merchandise...

was
delivered.  The customer refused to
relinquish the living room pieces on the return authorization on 1.2.18.  The customer has already been informed that
the delivery will not be made unless the pick up is also made.  The customer has been given options and is
currently considering those options.  We
have extended the return authorization to allow the customer some time to make
the choice.
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. We have completed the refund process for the customer.  All monies have been refunded.  The customer reported damage to the deck outside, scratches...

and chipped paint.  This is being looked at by the company that employees that team.  We have requested they update us on the claim and advise where they are in the claim process.      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 this customer remains dissatisfied.  We are not sure specifically what they rejected.  We do have to follow our service policy.  Sincerely, [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com- Bob’s offers the absolute best value available at our price point.  We also offer the customer our service guarantee.  If a customer reports any issues that may be manufacturing in nature during the warranty period, we will send one of our factory trained technicians...

free of charge.  The technician will report to us the nature of the issue.  If it is an issue that the tech can correct on the spot, they will.  If the issue is manufacturing in nature and requires parts, we will order the parts and have a tech install those parts.  If the issue is manufacturing in nature and parts and service will not correct the issue, we will then offer a one time replacement.  This statement is reviewed at time of purchase; it is on every customer’s sales order, signed by the customer at time of purchase.  It is one of the best warranties in the furniture business and Bob’s stands behind this 100%.    We are sincerely sorry this customer is not completely satisfied with the [redacted] sectional.  We absolutely can exchange that defective piece or we can offer the reselection that was previously offered.  We are very sorry that we are not able to grant the customer’s request for a refund.  The customer can reach out to customer care or the store to advice on their choice.  Our policy is printed on every sales order, the customer reviews and signs at the time of purchase.     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.   PRODUCT & SERVICE POLICY… · All furniture that is purchased at our regular price is guaranteed to be free from factory defects for 1 year to the original purchaser within our normal delivery area. Mattresses and motion furniture may carry additional factory guarantees. o Call Bob's Customer Care Department at ###-###-#### or ###-###-#### to report a factory defect. Hours are Mon - Sat from 6:30am - 9:00pm & Sunday from 10:30am - 7:00pm. o We'll schedule a service technician to come service your furniture in your home at no cost to you if the furniture falls within the 1 year guarantee period.   Kindest Regards, Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because:this is is a lie. I was told that they would be at my house to fix and no one ever showed up. I paid for a piece of furniture that I can’t use because it does not work. 
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are very sorry that the exchange was incorrectly written and the team brought out the wrong piece several times.  The customer has been offered compensation which they accepted and was processed back to the original method of payment.   Sincerely, Tracy S[redacted]...

Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com-
We are very sorry the customer remains dissatisfied.  [redacted] is not a cleaning service.  They decide when there is a claim that is
accepted what path they will choose to resolve the concern.  If a piece has multiple damages or the
reported damage does not match the damage in the photos or the tech report,
they will deny the claim.  Cleaning one
spot will not bring the piece back up to show room quality. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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 refund and cancelation policies.
The first line listed under ‘Refunds and Cancelations Policy’ indicates why we
are unable to take back the power bed bases.  Furthermore, in this
customer’s scenario we have fully honored the ‘Mattress Satisfaction Policy’ we
expressed (whether it is by written and/or verbal confirmation) at the time of
sale. Please note that as the power bases act as the mattress’s foundation it
can also be concluded by most third party views that we list these as not
eligible for return within the ‘Mattress Satisfaction Policy’ (I have
highlighted and underlined this point for your review).
REFUNDS AND CANCELLATIONS POLICY
You may request a full refund on orders
for stocked merchandise at any time up until the time we deliver the
merchandise to you or until you pick it up.
 
MATTRESS SATISFACTION POLICY
Our goal is to do our best to ensure that
you are happy with your mattress purchase. In the unlikely event that your
mattress has a factory defect, we will replace it during the stated
manufacturer's warranty period. If you are unhappy with the comfort of your
mattress after having slept on it for thirty (30) days, please call our
Customer Care Center at (800)569-1284 within sixty (60) days of your delivery
and one of our representatives will arrange for you to make a onetime
re-selection on your mattress only. Foundations
within the same manufacturer are not included in our Comfort Assurance Policy.
We will charge or credit you for any price difference between the original and
the re-selected mattresses. Credits will be issued based on the original method
of payment via the guidelines stated above. We will charge you our prevailing
re-delivery fee to cover the costs of delivery for the re-selected mattress and
pick-up of the original mattress. If you do not re-select another mattress, we
will refund the full purchase price less our prevailing delivery fee.
 
While we certainly understand the customer being upset that the delivery did
not take place on 2/16/16 the original delivery date, we do have to as a
business, take into account the safety of our teams in making deliveries.  We show that it rained over an inch on
2/16/16 and by the customer’s own account the yard was muddy.  When conditions like this are presented,
deliveries are dangerous, causing both personal injuries and home and property
damages.  We often, as a business, have
to make the hard call of canceling deliveries; this is something we do not take
lightly.
We
did try to add the service technician to come out but the customer was informed
that we were trying to add to an existing route, it was not scheduled.  The day we attempted to add for was already
full so we were not able to add the service technician.   We had given the customer their choice of scheduling the service or trying to add to an established route to get it completed sooner.   This service is open and waiting for the
customer to call back and schedule the appointment.
As a business we have not failed this customer, we delivered the merchandise
that this customer selected in the condition we promised. Our policies are
clearly notated on the documentations the customer was provided and we respect
the authority of these policies and procedures in honor of keeping all
resolutions fair and adequate for all consumers alike.
 
We do appreciate the mediation assistance of the Revdex.com and apologize to the
customer again that we have no further recourse to offer relating to this
concern as we have already processed a refund of the customer’s delivery fee
back to their credit card.
 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Afternoon Revdex.com-
We are very sorry that the customer does not like the
options presented to them. 
We offered their choice of –
1) return for a refund 2) 100% store credit to reselect to
something else 3) concession to keep the piece in the home, as is, no
warranty.  35% of the purchase price of
the sofa as a refund and the refund of the [redacted] plan as there would be no
remaining warranty.  The customer had
mentioned previously they could have someone local fix the material that holds
the padding in place. 
The offers made are above our normal policy, we have tried
to work with the customer.  The request
for 50% is not reasonable and will not be possible. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture