Blue Ridge Travel

Good Afternoon Revdex.com-
We are very sorry that the customer remains dissatisfied.   A written quote, written up and printed for
the customer is an implied contract.  We
are very sorry, it appears that there was only conversation.  Without it having been written up as a quote,
we are not able to honor any specific amount a customer states they were told.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because: Bob's Furniture delivered a defective love seat.  I resting knob was missing, therefore causing the 3 bolts to directly sit on the floor and rip it.  I have turned this matter over to my attorney and he will handle it from here.  Bob's Furniture isn't going to sit back and simply blame someone else.  Bob's furniture is defective, Bob's furniture should pay the price.  The delivery people push a defective love seat back and tear my newly put down flooring, the delivery company is also responsible.   I am tired of being to one who makes all the effort to call, fax, visit the store, text, etc.  To no satisfaction.  Bob's just thinks I'm going to go away.  Bottom line:   I didn't have a torn floor before delivery of a defective sofa but I had one when the delivery people left.  I will see you in court.
Sincerely,
[redacted]

Good Afternoon Revdex.com,
I have personally spoken to [redacted] today (7.20.2015) and
provided her with my direct contact number for further follow up.
We are very embarrassed about the failures that occurred to
cause our customer so much frustration and take responsibility in ensuring...

that
these failures are made right by our customer.
I have advised [redacted] to provide her building with my direct
contact information for follow up on the property claim, she has conveyed to me
that she has confidence in her bed’s current stability, and we have compensated
her in a way she finds acceptable at this time.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com,
We certainly apologize for what this customer has had
to go through to get this situation rectified. 
Looking into the account I did find the customer had already spoken with
one of our representatives who had set the customer up for a reselection credit
for the...

damaged pieces.  This customer
has already used this credit for his new selection and is scheduled for
delivery on 2/15/16.  We believe that Bob's Discount Furniture
has taken care of this customer’s concerns at this time.
Kindest Regards,                                         ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]I am rejecting this response because:  I do not appreciate the patronizing response I received that disregards my original complaints and demonstrates that they did not actually look into my case.  Had they done so they would have known that I already submitted photos and read the conditions of my plan.  My argument, again, is that the damage is reportedly covered by my plan so the denial of my claim is unwarranted.  I feel very disrespected by their templated patronizing response.Sincerely,[redacted]

Good Afternoon Revdex.com-
We are very sorry this customer continues to be
dissatisfied.  [redacted] did explain
compensation would be offered and it was. 
This compensation was accepted as final compensation.  We will not be offering any additional compensation. 
Sincerely,
Tracy Sa[redacted]
Corporate Liaison
Bob’s Discount Furniture

Dear Revdex.com,
We are very sorry that the customer is not completely happy with the purchase
made.  The purchase was billed to Wells
Fargo.  Wells Fargo policy is that the
customer is billed only for what has been delivered into the home.  The pieces that were refused and sent...

back on
the truck will not appear on the bill, there is no refund necessary. 
The customer called in for a “same day add on”.  We were able to accommodate that request, but
we are not able to assign a timeframe. 
The tech is an independent contractor and it is at the service company’s
discretion as to what stop on the route it is added into.  We can not negatively impact other customer’s
timeframes with an add on.  The request
for the same day add on was sent at 954am. 
This was accepted and the policy explained to the customer at 1045 am,
the customer confirmed at that time they would be available all day.  At about 1215 the customer called back in
asking for a timeframe when the tech would be there.  When it was explained that we could not give
a timeframe for the same day add on, the customer choose to cancel and
reschedule. 
We would not be able to offer any other resolution
until a technician has been to the home to inspect the piece. 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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

of
G[redacted] Plus. 
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 scheduled our technician to the home on 2.8.17.  The tech reported to us that the damage was
not the result of a manufacturing defect. 
He did find that there was damage to the frame caused in the home.  That does not mean that [redacted] will cover
the damage.  [redacted] only covers damage
that results from a single accident called into them within 30 days.  The customer reported to [redacted] that they
did not know how the damage occurred. 
Damage occurring over time, resulting from normal wear is
not covered by either aspect of the G[redacted] Plan.  The plan is similar to auto insurance in that
if the tires are wearing down or a windshield wiper cracks it can not be
reported on the auto insurance policy. 
The plan is for accidents. 
There are several ways frame damage can occur in the
home.  If customers are flopping or
plopping down on the pieces that can cause frame damage over time.  If the piece is being moved and too much
force is applied to the arm it can cause frame damage.  These damages would not be covered. 
We are sorry that the policy does not cover the damage that
the customer has in the home.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

It appears the company is not going to help make this right. A major company should be able to help with the purchase of a new mattress. They certainly have the money to spare. I don't want to click "accept response" because I think it is unacceptable. But I'd like to know what the next step is. Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry this customer is not satisfied.  The customer made a choice to sign a contract
with Acceptance Now.  This is an option
we offer in the store.  We have several
options available to customers.  The
customer chose to sign into a contract with ANOW.We are very sorry that there have been errors
made.  We have the foundation scheduled for pickup on
2.4.17.  We attempted to pickup on
1.25.17 but when the team was at the home, no one was available. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com,
Please pass on our apologies to
our customer for the defect that they have experienced with their product. I
believe our customer may be confused as to how long their protection plan term
was purchased for and the terms and conditions of the protection offered thru
Bobs...

as it was/ is visibly indicated to them.
The Goof Proof Plus Plan sold to
this customer at a cost of $69.99 is for five years of coverage and hasn’t been
used or affected at all by the claim that we had already provided resolution
for.
Furniture sold today is commonly
built on an assembly line and while I acknowledge our customer’s frustration
experiencing a defect with 1 (or even 2 items as our customer care agent tried
to empathize with) does not make an entire product line defective. Mistakes can
occur during the manufacturing process and Bobs (as the retailer) has taken
complete ownership for this customer’s concern and worked in a fair an adequate
manner to make this concern right. Our initial offer to resolve this claim with
parts and service was in line with the ‘Service Policy’ as depicted on the
sales receipt (and commonly signed by the customer) during the time of
purchase.
When the customer continued to
demand that we act outside of that policy for their specific/individual
benefit, we honored their demand by offering to replace the merchandise.
In researching the customer’s
account today (1.4.2016) I have located information that shows we made an
outgoing call to them this morning (1.4.2016) to advise that we regretfully do
not have the inventory our system allowed us to schedule their exchange with
(I.E – the sofa they have is no longer an item we have stock of to process an
even exchange with). The pick up
portion has been left as originally scheduled for 1.5.2016 as we were
unable to speak to the customer directly (the account shows we left a message)
and again following in line with the policies stated on the sales receipt – the
customer is now eligible for a
removal of the merchandise for a refund should they wish.
If the option of removal for
refund is the only avenue our customer prefers to move forward with please
relay that we will arrive as scheduled (estimated 4 hour time frame window
provided by automated call) to their home to remove the merchandise tomorrow
1.5.2016 and we will be financially able to process a refund of their price
paid towards merchandise and the goof proof plus plan after the merchandise has
fully returned to our warehouse inventory.
We remain very sorry that our
customer experienced a defect within their product and pledge that we did take
responsibility for their concern and continue to do out best to make their
concern right. If the customer is willing to make a re-selection to another
item we have stock of we can offer this avenue instead of a pick up for refund.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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 June 2016 and at the time of purchase the customer purchased the option...

of
[redacted]
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 the 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 out technician to the home on 10.21.16.  He determined that this damage was not the
result of a manufacturing defect.  The
technician submitted photos from the visit. 
We agree with the technicians findings. 
As there are multiple scratches the customer would not be able to place
a claim with [redacted], as they only cover damage from a single accident.  Please refer to the [redacted] handout
the is attached and was given to the customer at time of purchase. 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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

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

The reason why we are
still trying to resolve this issue for over a year is because from day one, we
have been getting the run around from Bob's Furniture store. Your technician
did convey to us that there was a defect but he was not the one who will make
the final decision. Now after several attempts on our part to try and get a resolution
within the warranty period you are telling us that he did not find any defect.  Please answer this
question, if he did not find any defect to begin, why after a month had gone by
when we did not get a call back as expected, and when we finally called your
customer service department, we were told that the defect was due to ware and
tear. Because of this nothing was going to be done! This response was well
within the warranty period, but of course we did not purchase the extended warranty.
If we had purchased this warranty would an expert technician come to our home
during the warranty period?We tried more than once
to get this resolve within the warranty period to no avail, and basically it’s
the same story your store is trying to absorb themselves of any ill-well towards
us as a customer. So we did not purchase the warranty was that a reason to neglect
our request to have a quality person come to our home and look at the defective
sofa set we had purchase.  You store just reject our complaint stating wear
and tear, and is it the fact that we did not purchased the extend warranty, so
we are being punished for not spending more money in your store!
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

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

Revdex.com:
Please let the company know the account is in my husband's name. [redacted], previous address is [redacted] phone number ###-###-####. We have moved to Washington and updated phone numbers since our purchase. We paid off the balance last week so we no longer had to deal with the price issues.
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are sorry for any misunderstanding.  The refund on the table set has been
processed. 
We did not wrongfully run the customer’s credit.  The customer chose to apply for a [redacted]
account.  That requires a credit
check.  The customer chose this option as
the “six months interest fee” appealed to them. 
Any financing would require a credit check.  We are sorry if this was not communicated
properly.   We train our sales people
with the understanding of the financing. 
I was not witness to the communication and have no ability at this time
to be able to ascertain if it was explained correctly or not.  If it was not explained correctly we are very
sorry. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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.  We were not aware of this marketing campaign.  If the customer has a copy of this ad we would like to review it.  The delivery was completed 11.24.17 without issue.  We are very sorry we were not able to get the customer added in before...

Thanksgiving.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...