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.
Sincerely,
Nicholas D[redacted]

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...

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

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

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...

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.
Sincerely,
[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 4.2.16 and at the time of purchase, the customer purchased the option...

of
[redacted] 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 for accidental damages. 
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 sent our technician to the home on 11.26.16.  The tech determined the damage was not
manufacturing in nature.  The customer
then called [redacted].  They reported that
there was too much stuff in the drawer and when they tried to open the drawer
they pulled the knob right through the face of the drawer.  That would not be accidental damage.
We have created a part order for a new center bottom drawer
and knob to be sent to the customer directly. 
The parts are not stocked parts. 
We do have to order directly from the vendor.  We are expecting the parts to be delivered
directly to the customer in July.  This
is being offered as a courtesy to the customer. 
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com,
I personally spoke with [redacted] yesterday (4.15.2015) morning thru yesterday afternoon.
I conveyed to [redacted] how sorry we were
for any confusion set forth during his time of sale and the fact that the sales
sheets we have with his signature clearly indicate a...

delivery date of 4.16.2015
as scheduled and agreed to by the customer. We most certainly failed on getting
him the ‘Breakfast with Bobs’ timeframe and given the severity of this scenario
we have acted at the most escalated levels possible and were able to
accommodate getting [redacted] the merchandise a day previous to what his
agreement cites (4.15.2015).
I last spoke with [redacted] on 4.15.2015
and confirmed that the delivery was taking place that evening. In checking on
[redacted] account this morning (4.16.2015) our records indicate his merchandise
was delivered successfully on 4.15.2015.
We do hope that [redacted] sees our efforts
and understands that moving merchandise this rapidly when loaded for a different
date is usually an impossible task to accomplish and due to the diligence and
extreme effort set forth by many different departments, including the third
party delivery company we contract with, we went above and beyond to honor his
demands as an individual.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

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- 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

Good Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us.  We had out technician
at the home 7.8.16.  He reported that he
inspected the table top and the sleeper sofa. 
There were no...

manufacturing defects found in either piece.  Our sleeper sofas do have a slightly raised
head of the sleeper.  They are designed
to be that way; they are pictured this way on MyBobs.com site, and are featured
this way in the store.  We are sorry if
the customer was not aware of this elevation before the purchase was made.  If the customer had requested a reselection
immediately after receiving the delivery we would have been able to offer a
courtesy reselection.  These pieces have
been in the home for almost a year and a half. 
The technician found there to be no manufacturing defects.  We would not be able to offer any options on
these pieces.
Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

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...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that receiving a partial refund towards the finance and the remainder on a Bobs gift card is satisfactory to me.
Sincerely,
[redacted]

Good Morning Revdex.com,
We are very sorry that the customer is not
happy with the service that they have received. 
If the customer has reached out to [redacted] which is a completely separate
company to discuss damages, we would have limited visibility. 
When the service was created, it was
explained to the customer that it was a Best Effort, the customer does have the
option of purchasing parts.  As this is
far outside of the one year warranty, these parts would be at the customer’s
expense.  The tech explained what would
be involved in the installation in case the customer chose to purchase the
parts available.  Because of the time
involved with the amount of installation, the tech wanted to be sure that any
tech scheduled to complete installation was given enough time.  At no time was the customer told Bob’s would
cover the cost of the parts. 
We are sorry, the only option the customer
has through Bob’s is customer purchase parts.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison

Good Afternoon Revdex.com- We can certainly understand there being some confusion for this customer.  There is a purchase from September 2010 and February 2013 with Goof Proof plan.  There is also a purchase from January 2014 with [redacted] We cannot understand however the...

customer’s statement that they were “misled” or the “plan doesn’t cover anything”   The customer had a claim to [redacted] for a broken dining room chair.  [redacted] gave the customer a credit to reselect for all 6 chairs.  They used that credit to purchase the dresser and mirror.  This was a reselection credit of $405 that was provided to the customer.  The customer reported to [redacted] in November 2017 that the fireplace door had just fallen off the hinges, there was no accident.  The customer then called back in January 2018 and reported that a child had kicked the door, causing it to fall off the hinges.  As the damage had been reported two months previous, the claim was denied.  The reported damage to the drawer was “Customer stated that one of the drawers is off the track. Stated that her son pushed another drawer too hard causing the track to become damaged”  This damage is not an accident.  Shutting a drawer too hard is a deliberate act.  We are not saying her son meant to cause damage, but it is reasonable to assume that this act would cause damage.  The dresser is still under warranty from Bob’s.  If the customer would like to have a tech to the home to see if a part is available to correct the concern or even the tech can correct the concern while in the home, the customer can call Bob’s customer care to schedule.  The fireplace is no longer under warranty and we would not be able to offer any resolution on that piece.  We have attached both the [redacted] and the G[redacted] plans so that the customer can see the difference and who covers what concerns. Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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 2.22.16 and at the time of purchase, the customer purchased the option...

of
Goof Proof [redacted].  The [redacted]
flyer given out at time of purchase shows the damages that are covered. 
This warranty 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 warranty is through a third party
company, [redacted].  [redacted] covers the
merchandise for accidental damages. 
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 sent our technician to the home on October 22, 2016.  He determined that the damage to the drawers
was not manufacturing.  He submitted
photos showing that the drawers had been overfilled, causing the drawers to
tear off the tracks.  This is neither an
accident nor is it a manufacturing defect. 
If the customer would like to
purchase new drawers and tracks we can assist with the purchase. 
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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 that the customer was inconvenience by our
delivery.  The store has approved the
refund of the delivery fee back to the customer’s credit card.  The store tried to reach the customer to
process the paperwork.  If the customer can
reach...

out to the store when convenient the store will process the refund.  
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Dear Revdex.com,
 
We are very sorry that this process has gone so badly for the customer.  When the customer filed the dispute with [redacted]l
on May 9th we has already released the refund money back to [redacted]l, once
it is in their possession we have no control whatsoever on how slowly or...

how
quickly they put it back to the customer’s account.  We certainly hope that at this time, [redacted]l
has completed the refund process for the customer.  We are also sorry that the customer called so
many times and did not receive an answer. 
[redacted] being set up differently then say a credit card or a check has
securities in place that prevent agents from being able to see any information
on the account.  This is done to protect
the customer, unfortunately in this customer’s case it also prevent agents from
getting accurate information.
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison