Blue Ridge Travel

Good Afternoon Revdex.com-
We are very sorry that the depot denied the damage.  If the customer would please forward photos
and an estimate to Bob’s through the Revdex.com we will review this claim.  We understand the customer may have sent
these items to the depot already, we do not have...

access to those records.  We have requested that they reopen this
claim.  If they have reached out to the customer
already to process the claim, then the customer can continue with that
path.  If they have not reached out,
please forward the required paperwork through the Revdex.com mediation site for
review.
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

Good Morning Revdex.com,
Please apologize to our customer
for our failure in not bringing the correctly written mattress on their first
delivery. Our records indicate that we delivered the correct mattress on 1.20.2016
and further covered the cost of delivering our customer a lower...

profile
foundation on 1.29.2016.
As a retailer our responsibility
to our customer is to make any failure we caused right, which we have done, and
any compensation (that is essentially our additional form of apology) offered
is determined at the internal discretion of our business.
As a furniture retailer and not
the bank [redacted]) who the customer selected to finance their purchase thru
we do not have authority over the terms the customer fully agreed to at their
time of purchase. The customer owes payments to [redacted] not Bobs
Discount Furniture directly.
We have the following options
available for compensation – please ask the customer to review the options
listed below and respond to the Revdex.com with which option they would like to move
forward with:
Option 1:
We will upgrade our Bobs Discount
Furniture Gift Card offer to $100.00
                The
gift card can be mailed to the customer or sent by email (please ask the
customer to respond with their preference, should they not we will mail the
gift card within 7-10 business days).
-OR-
Option 2:
We will refund ½ of the
customer’s delivery fee paid to us ($84.99) to their original method of
payment.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry. 
The customer financed three separate purchases in 2016.  These were financed through [redacted],
not through Bob’s.  If the customer has a
dispute with [redacted] and the terms and condition of the financing
agreement, they...

should go on line to [redacted] and file a dispute.  This will allow [redacted] to provide them
all of the details they are requesting.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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 very sorry if there is any confusion on our part.  We did read through the complaint, thoroughly.  As the delivery has been completed, we did not list each concern separately.    We do see that the routing department erred in scheduling the living room pieces with the first delivery.  We also see that the customer accepted those pieces into the home.  At this time all pieces have been accepted into the home, according to our records.  The customer’s account has been documented with approval for compensation.  We ask the customer to reply with the current concern. Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because: I will not accept store credit. I will only accept a refund. I request Revdex.com to investigate Bob's on its poor service methods and I will continue to go to their stores and tell those I encounter to shop elsewhere as Bob's isn't worth their baggage. 
Sincerely,
[redacted]

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

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]

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,
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 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

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.

Good Afternoon Revdex.com-
We are so sorry for the inconvenience this has caused our
customer.   Normally customer’s that have encountered a
home damage call into customer care, we created a property claim and forward it
to the depot, the depot then reaches out to the customer to start...

the process
of rectifying the damages.  I don’t see
that this customer reported the damage until the end of June.  There was no claim ever written up and submitted.  I was able to pull the manifest that the customer
noted the damage on and send it over to the depot with the newly created
property claim.  We are very sorry for
this delay, this is absolutely not the way the claim process normally
occurs.  This customer will be hearing
from the depot concerning this damage within a few business days.
Kindest Regards,                                    ...⇄
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 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

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,
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

Complaint: [redacted]
I am rejecting this response because:
I have not met a single person who does not use the couch arm to get up out of their seat. His full body weight was not used on the chair since his feet were planted firmly on the ground and he is not a large man. I don't think this is right and I feel Bob's warranty should cover this replacement. I honestly do not see how this is a fair business practice? Should a warning be placed on all of your seating options that armrests are not an acceptable option to help yourself up from the said seating option. This just isn't right and I'm not accepting this.We are also beginning to hear cracking in the other side of the loveseat as well and this is supposedly "normal" for your furniture? I'm sincerely disappointed in Bob's customer service, their warranty that I paid an additional fee for, and especially their furniture. I would like to continue to dispute this claim as this damage is not normal and should not be considered as such.
Sincerely,
[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]