Blue Ridge Travel

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,
I sincerely apologize for the inconvenience
the availability of your part order has caused you. I can understand your
frustration.  I truly wish we could have gotten this part to
you in a timely manner. 
Parts are ordered directly from the vendor,
they are not something we keep in stock. 
As we do not manufacture merchandise ourselves, we are forced to rely on
our vendors to ship parts when necessary.   The vendor has advised us that they are
facing an unforeseen delay in the manufacturing of this part.
Due to the extreme delay in this part order
we will offer to exchange the chaise containing the damaged part.  The exchange has been created and the customer
can call in to schedule the exchange at their earliest convenience.  Once the exchange is completed the customer can
reach out to us regarding compensation for the delay in the part order. 
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry for the concern this customer has
brought to our attention.  We understand
that new merchandise can often have a strong odor.  It is wrapped tightly at the factory and is
not unwrapped until it reaches the customer’s home.  This keeps...

the pieces safe from delivery
damages, but it also means the pieces are not able to air out.  Unfortunately this delivery was made on a
Friday early afternoon which did not leave us many options for immediate
removal. 
We offer compensation in the form of a Bobs Discount Furniture Gift Card
because as a business we understand the importance of earning our customer’s
trust back and proving to our customer that delivery failures are not part of
the normal daily operations that have helped us grow to be the 15th
largest furniture retailer in the U.S. We also wish to provide our customers
with a tangible item as a further form of apology rather than just committing
to the act of pacifying someone with a monetary amount. Should the customer
wish not to provide us with another opportunity to deliver merchandise we can
understand the reasons why in this scenario and have several cash and carry
items that can be taken from our Showrooms or pit locations as our free gift of
apology.
For the issues this customer had to endure in this
delivery we would like to offer this customer compensation in the amount of
$100.  We can offer this as an ECard
which would be sent directly to the email on this customer’s account.  You should receive this in 3-5 days.
Kindest Regards,
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 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

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 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.
Bob’s prides itself on providing quality service and the best...

value product for
the price. Our primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from us. As
the retailer we have taken full responsibility for the damages that may have
occurred at the factory overseas or during the extensive transit the
merchandise endures prior to arriving to our customer.
We currently have an even exchange pending to resolve the remaining concern
with this merchandise.  We would ask the
customer to call in at their earliest convenience to schedule the
exchange.  I have commented it to ensure
that it will receive a White Glove inspection. Please bear in mind the
inspection team would need at least 4 days notice to complete the inspection
once scheduled.  If the order is set up
to be a rush delivery it will not allow sufficient time to complete the
inspection. 
I have also noted in the account that if we fail this customer again and they choose
to have everything picked up for a refund, it is authorized.  I want to ensure that this customer
understands we do own our failures and we want to win back their trust and get
this bunkbed delivered correctly.  The pressure
should be on us, not the customer.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

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,
As I have communicated several
times- the rug cannot be replaced by our business as our business is not
responsible for the damage associated with this rug.
The
customer has been accommodated as a courtesy from our business again and Option
#1 (as listed in my previous communication has been processed). Should the
customer decide to purchase the same rug we will not be able to make
another offer of courtesy should a future accident occur inside the residence
causing damage to the rug.
This
customer is already familiar with the process of reselection thru our company and
can visit our Bobs store location to use the active credit.
For
their records the credit number is 61515418.
This store credit will expire in two months if it has not been used by that
time (expires on 2.08.2016).
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaisons

Good Afternoon [redacted]
Thank you for sending these photos through to me as
requested. While I understand your frustrations and acknowledge that you
sincerely feel we failed you, your sales experiences remains your account of
what occurred over two and a half years ago and any resolutions Bobs Discount
Furniture offer will be from a place of fairness and care considering all facts
of your case.
This is not a manufacturing defect; it is not a seam separation.  It is torn. 
If this had been reported to [redacted] as an accident, it would have been
covered.  We can not force a business to
change the parameters of their coverage. 
They are within their rights to deny any claim that does not follow
their guidelines.  This was called into a
company that covers accidents as “wear and tear”. 
The area that is torn on the sofa would not be repairable;
it is a large jagged tear.  This vendor
does carry many replacement fabric pieces; the inside back is not available.  We would not be able to offer parts or
service to correct this issue. 
If you would like to cancel and refund your Goof Proof Plan I
would be will to offer that as a resolution. Offering to cancel and refund any
Goof Proof Plan is far beyond our normal policies because we understand that it
doesn’t benefit our customer in any sense. We are already working above and
beyond our normal policies to accommodate your concerns and alleged sales
experience. We do not purposefully
mislead our customers into any buying choice.   If you would like to accept this offer,
please reply through the Revdex.com mediation site, and I will create the refund and
have a check mailed to you.  This would
be the only resolution I can offer.
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are sincerely sorry for the miscommunication.  The agent that the customer spoke with was
incorrect.  Thankfully this was corrected.   The customer
has already been set up for a reselection credit to go back and choose other
merchandise. ...


We are very sorry that the customer was given incorrect
information, resulting in frustration and delay for the customer.  We hope that they will find new merchandise
that they will love for many years.
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. I see that this customer has already spoken with my colleague and it appears the customer worked closely with Dianna to ensure the delivery was completed...

without issue.  The customer received both pieces as originally scheduled.  We thank the customer for bringing their concerns to us via the Revdex.com mediation site.    Kindest Regards,                                         ...⇄ Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison

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

Complaint: [redacted]
I am rejecting this response because:  there are multiple reports on Bob's website if similar experiences with this set. I have at least one friend who has had similar issues with their set and with Bob's as a whole. They delivered a new coffee table to them rather than all of these service calls. The service call to repair was had and repair man said it needed a new leg. Bob's refused to give a new leg. They then requested another service call  where we would have to be home for 4 hour window this would be 4th time! I requested to bring table to Bobs and get new one.  I do not want abother poorly manufactured set of furniture so returning this for a new set is unacceptable. I can provide commentary from social media regarding this set if necessary.
Sincerely,
[redacted]

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]

Complaint: [redacted]
I am rejecting this response because:I am not frustrated. It is clearly a training issue on Bobs DISCOUNT furniture. It appears that they are told to sell it to the customer as an add on. Seems like by any means necessary. I am not a fool and I know what was told to me when I spent the thousands of dollars with them. I will never spent another cent in BOBs. Instead of trying to satisfy a customer they rather defend the poor training of their staff. Every piece of furniture I bought has some kind of defect. I will spend my money elsewhere and encourage others to do the same. 
Sincerely,
[redacted]

I am still waiting for Bob's Furniture to replace my chair,return last saturday,12/12/15, was told by store manager,that chair was ready for pickup,no chair,problem not solve.

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]

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 Morning Revdex.com,
Please pass on our apologies to our customer for any
confusion that may be present regarding the mattress/spring concern. Our
recordings/ records provide evidence that the customer informed us that they
(themselves) caused this spring damage to their mattress during a...

move. This
mattress was also not delivered by our company; it was picked up and handled
directly by the customer after purchase.
Our service technician reported no defects within this
mattress upon inspection and as a courtesy the damage the customer told us they
committed was serviced while we were in the home at no charge. No further
recourse was offered under the warranty coverage as the nature of the concern
did not stem from a defect. We do not commonly service customer cause damages
and we apologize that the customer remains unhappy with our technician’s
workmanship as we did the best we could to make the mattress a usable sleep
surface again.
At this time we are still unable to offer a full replacement
of the mattress due to the facts listed above. As another extreme courtesy we
can offer to provide the customer with a Bobs Discount Furniture Gift Card in
the amount of 50% of the original cost paid towards the mattress. We make this
offer as a one time courtesy because the customer is unhappy with our
technician’s workmanship. Regretfully the warranty coverage does not apply to
this circumstance as the spring was not popped due to a defect in workmanship.
Should the customer wish to accept our offer for the courtesy gift card (so
that we can assist to the best of our ability in getting the customer another
mattress) I have listed the outline below for their review. Please instruct the
customer to respond to us thru this Revdex.com channel if they find this offer
satisfactory and we will have the gift card mailed to the address we last
serviced the mattress at.
Original Invoice shows mattress price as $227.51
50% of $227.51 = $113.75.
Bobs Discount Furniture Gift Card for $113.75 (if accepted) can be
mailed to:
[redacted] / [redacted] / [redacted]
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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