Blue Ridge Travel

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

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- 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...

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

of
[redacted] Plus. 
This protection plan 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 plan 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 11.26.16.  The tech determined the damage was not
manufacturing in nature.  The customer
then called [redacted].  They reported that
there was too much stuff in the drawer and when they tried to open the drawer
they pulled the knob right through the face of the drawer.  That would not be accidental damage.
We have created a part order for a new center bottom drawer
and knob to be sent to the customer directly. 
The parts are not stocked parts. 
We do have to order directly from the vendor.  We are expecting the parts to be delivered
directly to the customer in July.  This
is being offered as a courtesy to the customer. 
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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 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

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

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 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

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

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

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- 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:
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]

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]

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

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 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

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 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