Blue Ridge Travel

Good
Morning Revdex.com,
We apologize that this customer is so unsatisfied with our return and
cancelation policy. We try very hard each day to honor our customer’s requests
to the best of our ability while still seeking to balance the needs of our
business.  The second page of...

the sales invoice, which is routinely signed
by the consumer prior to leaving our retail location, has clear and concise
information regarding our refund and cancelation policies.
The first line listed under ‘Refunds and Cancelations Policy’ indicates why we
are unable to take back the power bed bases.  Furthermore, in this
customer’s scenario we have fully honored the ‘Mattress Satisfaction Policy’ we
expressed (whether it is by written and/or verbal confirmation) at the time of
sale. Please note that as the power bases act as the mattress’s foundation it
can also be concluded by most third party views that we list these as not
eligible for return within the ‘Mattress Satisfaction Policy’ (I have
highlighted and underlined this point for your review).
REFUNDS AND CANCELLATIONS POLICY
You may request a full refund on orders
for stocked merchandise at any time up until the time we deliver the
merchandise to you or until you pick it up.
 
MATTRESS SATISFACTION POLICY
Our goal is to do our best to ensure that
you are happy with your mattress purchase. In the unlikely event that your
mattress has a factory defect, we will replace it during the stated
manufacturer's warranty period. If you are unhappy with the comfort of your
mattress after having slept on it for thirty (30) days, please call our
Customer Care Center at (800)569-1284 within sixty (60) days of your delivery
and one of our representatives will arrange for you to make a onetime
re-selection on your mattress only. Foundations
within the same manufacturer are not included in our Comfort Assurance Policy.
We will charge or credit you for any price difference between the original and
the re-selected mattresses. Credits will be issued based on the original method
of payment via the guidelines stated above. We will charge you our prevailing
re-delivery fee to cover the costs of delivery for the re-selected mattress and
pick-up of the original mattress. If you do not re-select another mattress, we
will refund the full purchase price less our prevailing delivery fee.
 
While we certainly understand the customer being upset that the delivery did
not take place on 2/16/16 the original delivery date, we do have to as a
business, take into account the safety of our teams in making deliveries.  We show that it rained over an inch on
2/16/16 and by the customer’s own account the yard was muddy.  When conditions like this are presented,
deliveries are dangerous, causing both personal injuries and home and property
damages.  We often, as a business, have
to make the hard call of canceling deliveries; this is something we do not take
lightly.
We
did try to add the service technician to come out but the customer was informed
that we were trying to add to an existing route, it was not scheduled.  The day we attempted to add for was already
full so we were not able to add the service technician.   We had given the customer their choice of scheduling the service or trying to add to an established route to get it completed sooner.   This service is open and waiting for the
customer to call back and schedule the appointment.
As a business we have not failed this customer, we delivered the merchandise
that this customer selected in the condition we promised. Our policies are
clearly notated on the documentations the customer was provided and we respect
the authority of these policies and procedures in honor of keeping all
resolutions fair and adequate for all consumers alike.
 
We do appreciate the mediation assistance of the Revdex.com and apologize to the
customer again that we have no further recourse to offer relating to this
concern as we have already processed a refund of the customer’s delivery fee
back to their credit card.
 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

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]

Complaint: [redacted]
I am rejecting this response because:I was not told the night before why my arm piece would not be delivered the rep that called actually told me that she did not know why it was not being delivered. The following day I called Customer Care and a rep, David, actually told me that it would be delivered the following week on December 12, 2017. When I did not get a call to confirm delivery on the 12th after a few days, I called again and then was told that my piece had been damaged in the warehouse not in shipping. I was then told that since my furniture had been delivered they could not take it back but they could refund me the money for the piece that was missing $500.00.  This is a sectional with the piece missing at the end which means the brackets for it to be connected is showing and it looks unfinished why would I ask for a refund now I just want the piece to complete my set. I was told it would be in by March now I'm being told April this is absurd if Bob's had explained to me what type of furniture company they were from the beginning I would not have dealt with them. I understood from the beginning that it would take 3-4 months for the special order which my husband and I agreed upon to wait but this is beyond the limit now and totally not what we initially agreed to. I want to know why the missing piece could not have been put on an expedited order since they were the one's who screwed up?  Also, they did not hesitate to take our money for all pieces which they should have known at the time we went in to make the final payment that all pieces were not being delivered and at that time we would have made the decision to forfeit the order and go elsewhere nor was that option posed to me when the rep called the night before. At this juncture I want a definite date as to when we can expect our delivery and some additional compensation for our inconvenience and aggravation regarding this issue.Thanks, [redacted]
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry that we are
not able to accept responsibility or offer recourse for an issue that is not
the responsibility of Bob’s.  Bed bugs
are quickly evident.  Any doctor
should have been able to diagnose the concern right away. We are very sorry we
are not able to offer any assistance in this matter. 
Sincerely,
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...

Good Afternoon Revdex.com- The customer has already spoken with customer care and received compensation both for damaged merchandise and for the multiple delivery attempts.  We are very sorry that this delivery was not completed in the first attempt. Kindest Regards, Tracy S[redacted] Corporate Liaison...

Bob’s Discount Furniture   Tell us why here...

Revdex.com:A Bob's furniture repair contractor came to my home this Wednesday 4/5/17 and repaired my loveseat with a cardboard patch. Although the repair material is not ideal, the break is now fixed and I can appreciate that. The repair contractor, Justin, was professional and timely. I greatly appreciate his time and repairing knowledge and feel more contractors like Justin should be used initially so this additional dispute would not have been needed. Thank you for this resolution.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,
Robin T[redacted]

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-
We are very sorry the customer remains dissatisfied.  [redacted] is not a cleaning service.  They decide when there is a claim that is
accepted what path they will choose to resolve the concern.  If a piece has multiple damages or the
reported damage does not match the damage in the photos or the tech report,
they will deny the claim.  Cleaning one
spot will not bring the piece back up to show room quality. 
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
Morning Revdex.com,
 
I
spoke directly to this consumer this morning (9.21.2015).
 
I
verified that the property claim is being handled appropriately at this time.
 
I
am currently working with the Acceptance Now Desk and our Accounting Team to
get the proper paperwork created to refund this customer’s delivery fee as
promised, and will continue to follow up with the customer directly as agreed
upon.
 
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison

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. 
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 Revdex.com-
We are very sorry for the delay in the refund
processing.  I am seeing the customer
reached out to the store and the store worked with accounting to process the
refund correctly.  I see the refund was
released to the [redacted] card on 3.28.17.  It
does...

normally take a credit card company five to seven business days to place
the refund into the customer’s account. 
The money should be available by Friday 4.7.17 at the latest. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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

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 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 were unable to reach the customer via phone, we left a detailed message.  We sincerely hope the customer is considering our offer and...

will reply to the Revdex.com mediation service with their decision.  We thank the Revdex.com for bringing this to our attention. Sincerely, [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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

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 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...