Blue Ridge Travel

Good Afternoon Revdex.com-
On 12.22.16 when the customer spoke with Lead Jami she was
offered the option of having the piece in the home picked up for a refund or
proceeding with the scheduled delivery of the second piece on 12.24.16.  Jami explained to the customer that the
maximum she would receive as a refund to her MC was the delivery fee.  That was made clear in that phone call.  The customer could have accepted the offer to
have us pick up the piece in the home for a refund knowing that the compensation
would only be $99.99.  Compensation is not
a requirement.  That is offered as a
token of apology.  Bob’s has already gone
outside our normal policy in offering the compensation as a refund.  Asking for half of the order is not a
reasonable request. 
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 we have worked out a refund. I would like to keep the Revdex.com complaint open until I receive the full refund agreed upon.
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are sincerely sorry that this customer had such a poor
experience with Bob’s.  We look at every
delivery failure as a serious issue; the failures that involve children are
especially difficult.  The first delivery
the headboard came with a crack. ...

This is
not an issue we would have known about before delivery as the boxes are not
opened in the warehouse before loading. 
We are very sorry that this delivery was never completed and sorry we
have lost this customer’s trust.  The
merchandise is being picked up 11.23.16 for a complete refund.
Sincerely,
Tracy Sa[redacted]
Corporate Liaison
Bob’s Discount Furniture

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 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 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 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

Good Afternoon Revdex.com-
We certainly apologize that this customer
is having difficulty assembling the pieces to their new set.  The terms the customer is referring to “RFS and
LFS” are right side facing and left side facing.  This refers to standing in front of the piece
not as is...

you were sitting on it.  We do
list it that way for assembly teams and techs, as they would not be sitting on
the pieces.  That may clear up some of
the assembly issues that this customer faced. 
As this customer chose not to
pay for delivery and assembly we have no way of knowing if the pieces are
defective or assembled incorrectly, so we must have a tech go out to make that
determination for us.  If our trained
delivery teams had made the delivery and assembly they would have reported to
us if there was a manufacturing defect and resolution would have already been
offered.  We have no idea as to the
customer’s knowledge on furniture assembly. 
We do have to wait for the tech report to be able to offer any
resolution. 
I have attached a copy of the customer’s
original sales order as well as the Goof Proof insurance policy for the customer
to review.  It does clearly state on the
sales order that merchandise, once accepted is not eligible for a refund.  The Goof Proof insurance shows what is and
what is not covered.  If the customer
choses to cause damage to the pieces, or has damaged the pieces in the assembly
process, this would not be covered under this warranty. 
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because:  I understand that you are indicating that the part is not covered as part of the Goof Protection that I purchased; however, I would like someone to point exactly where it is indicated that this particular part is not covered?  There is no indication on the paper work provided to me that this particular part is not included in the protection plan.     Where does it specifically say that the remote is not included in the plan and I understand today it is part of the plan.  This is the reason for my complaint and the reason why I will not be shopping at your establishment in the future.I am happy to say that I was able to find the part myself for $30; it's even more upsetting that you want to charge me $70 for a part that I as able to get for $30.  
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry that the customer’s home was damaged and
the claim process did not proceed as swiftly as the customer would have
like.  The customer has received his
settlement check and compensation from Bob’s as well.
Sincerely,
[redacted]...

[redacted]
Corporate Liaison
Bob’s Discount Furniture

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

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 have left our direct number on the customer’s
voicemail and hope they are able to accept our offer.  We thank the Revdex.com for bringing this to our
attention.
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. The company that facilitates the
mattress protector warranty has reached out to the customer and they have
addressed the issues.
I see that this...

customer has already spoken with my
colleague and it appears the customer will be working closely with Diana to
rectify the situation and reach a satisfactory outcome.
 
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- Due to the nature of this complaint, we have reached out to our Accounting department to ensure the credit was properly released as it appears it was.  We are very sorry for the delay in having this rectified.  Sincerely, 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 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...

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 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

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 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 is dissatisfied.  The pieces have been in the home for three
and a half years being used.  The
technician that went to the home on 2.15.17 saw normal wear for the age of the
pieces.  We are not able to offer any
resolution on pieces that are not defective. 
If the customer is seeing new concerns that the technician did not
already inspect, they can certainly call to schedule service, to have the
concern inspected. 
Sincerely,
Tracy Sanborn
Corporate Liaison
Bob’s Discount Furniture