Blue Ridge Travel

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

Dear Revdex.com,  
I am sorry; I will need clarification.  I
have offered a courtesy part order and the customer has declined the
offer.  I want to be sure that this is
their intention and not a mis-understanding. 
Kindest Regards,                                         ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
I can certainly see how this would appear to any customer that we
do not value their time.  I can assure
you that is not the case.  I have reached
out to the store and gone over all of the details with the Manager Sheena.  She reached out to the customer immediately
to apologize and set the credit card information into the return, she was only
able to leave a message.  This store
office employee will receive coaching on properly reading all the notes that
are carefully left in every return. 
We apologize again for the impact our failures have had on your
valuable time and thank you for bringing the coaching concerns we have to our
direct attention.
 
Kindest Regards,
Tracy S[redacted]
Customer Care Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com,
While we apologize to our customer for any disappointment they have experienced
while using their protection plan this dispute is in relation to a claim for
service through an entirely different business ([redacted]).
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning and photos of the damage in reference to this
claim.
Please see the attachment showing the pictures of the damaged item and the
report for denial that was provided in a letter by the [redacted] company.
The claim was deemed ineligible for coverage and [redacted] provided the customer
with their reasoning in the copy of the letter I have also attached for your
review.
[redacted] has the right to deny claims for coverage
under their own guidelines and has presented enough evidence to us to support
the claim being denied. While we truly wish we could, we are unable to force
another business into overturning a claim.
Bobs Discount Furniture’s responsibility under the Goof Proof Plus Plan
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is clearly not related to a defect. I apologize again that we have no further
recourse to offer this concern directly at this time.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because:  It is my right as an American citizen to be able to move wherever I please across these United States and this is an infringement upon my basic civil rights.  I had to move from the region because there were no jobs in the area and I had to move to procure employment.  The quality of the furniture and wherever it is located in these United States has nothing to do with one another.  I provided pictures to the company the clearly and vividly demonstrated the uneven wear and collapsed memory foam.  It doesn't take an inspector coming out to my home to see that the furniture is substandard.  If Bob's would like to they can arrange to have it removed from my home in [redacted] and shipped back to their store in Pennsylvania where I purchased it from.  My problem is that if this furniture is showing such incredible uneven wear and is so uncomfortable and aesthetically unpleasing at a little over 6 months old(and still under factory warranty) what is it going to be like in 1 year, 2 years, 3 years down the road?  I have repeatedly asked why the manufacturer of this substandard furniture cannot be brought into this complaint since it is their poor quality furniture that is in question?   I will not and am not going to pay for furniture that is going to fall apart within months of purchasing it.  30% off of furniture that is virtually worthless is no consolation to me.  I want it removed from my home or can come to an arrangement with Bob's to have it transported back to their store in Pennsylvania if they pay the price of the tow uhaul and the gas money.
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are very sorry for the damages the customer found.  The customer chose not to pay for delivery.  Had the customer initially purchased the delivery option, they would have been able to review the merchandise before signing that they accepted it.  The exchange...

of the merchandise would not have cost any additional fees.  The customer chose to pick up.  They signed without inspecting the merchandise.  The pickup location does not deny the customer’s right to inspect, they will not open the packages themselves however to prevent them accidentally causing damage.  The customer reported the damages to us.  They were approved to exchange the items. They were given the choice of bringing the merchandise back to the pickup location or paying for the delivery fee.  The exchange has been completed and the new merchandise has no reported concerns.  We are very sorry that this required two delivery attempts. Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com- We are sincerely sorry for any confusion- the customer was scheduled for a service on an electric fireplace.  Our technicians are not electricians, so the customer was called two days prior to the scheduled date for the service to advice that we had set up an exchange and we needed the customer to reach out to schedule.  Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture   Tell us why here...

Dear Revdex.com,
We can understand the customer’s concern. 
[redacted] did tell the customer that she could not give him an expected
date while on the phone, special orders do have to go to the merchandising
department, they then reach out to the vendor to place the order and the vendor
advises when the piece will be ready for delivery.  The vendor has advised that this piece will
be available for delivery at the end of December. 
Our service policy, located on every customer’s sales
order, signed by the customer at point of purchase states-
 
SERVICE POLICY
We guarantee
that our new products will be free from factory defects for one year from date
of delivery or pickup. Our mattresses may carry additional factory guarantees.
You must report any factory defects as soon as they occur to our Customer Care
team within one (1) year of possession, and a Customer Care representative will
schedule a Service Technician to inspect the item and service it to factory
standards at no cost to you. If the Service Technician determines that the
factory defect is not serviceable by parts or repair (or parts are
unavailable), we will replace the affected item, one time. If the item is no
longer available, you may reselect to other merchandise. In the event of a reselection
we will charge or credit you for any price difference between the original and
the re-selected item. Merchandise purchased from our “Outlet” or Clearance
Centers that is not brand new/factory fresh is excluded from these factory
defect guarantees. Normal wear and tear or customer-caused problems are also
excluded. Service can only be provided within our serviceable area to the
original purchaser as stated on your sales receipt.
We offered to repair the merchandise as per our policy, the customer
refused.  The customer care lead then
offered to replace the piece.  The piece
is available.  As it is a special order
color, the vendor is manufacturing a brand new matching piece to replace the
damaged piece. 
We would not be able to extend an offer of refund.  We can absolutely offer compensation once the
new piece is in the home or per above policy we can offer the customer a
reselection to in stock merchandise so that the concerns can be immediately
remedied. 
Kindest Regards,
                                        ...⇄ /> Tracy Sa[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com,
Please send my
apologies to our customer as my response was never intentioned to convey a
feeling of “playing like they don’t know what’s going on”.
Our internal
records show one sale and one charge (in total for $408.73) that was authorized
on 11.06.2015. This total includes – Merchandise
at$ 300.00, Delivery
fee at $39.99
, Goof Proof Plus at $49.99
, Sales Tax
at $18.75 USD
, for a grand total amount
of $408.73.
This
is all displayed on sales order number: [redacted] and our customers all commonly sign a sales receipt the fully discloses our
return policy as follows:
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.
The customer should also be able to verify
this policy as disclosed by way of a copy of the sales invoice we provide to
our customers prior to them leaving our store.
On 11.15.2015 we did not charge the
customer any additional amount, should the customer wish to provide
documentation on this accusation of additional charge we will research that
claim further at such time.
On 11.15.2015 we placed a store credit into
the system for the price paid for these chairs and their associated protection
plan. Based on the comments from this transaction (credit #: [redacted]) (listed
below) this reselection credit was entered as a courtesy so the customer could
reselect to merchandise that better suits their needs.
Date
of Delivery 11/13/15
Stools
are too large
Preference
reselection
EXP
date: 1/15/15
New
sale/ NEW del fee
Above
Comments Added By AR[redacted] ( AR[redacted] ) On 11/15/2015 at 14:02
Please also let the records reflect the
following comments entered as (after the credit transaction was created):
Customer
called to see if they can use there credit on a online purchase
Above
Comments Added By YG[redacted] (Y[redacted] G[redacted] ) On 11/15/2015 at 18:44
At this time I am unable to see how our
business has failed our customer. As disclosed on the sales invoice there is no
return for refund after merchandise is delivered, we have offered the customer
a courtesy by agreeing to take back merchandise that has no defect in it while
it is being sent back due to a concern stemming from an inaccurate measurement
on the consumer’s part, and there is no record of any additional charge for
$49.00 being made without authorization. We have also provided documentation
illuminating that the customer was fully aware of the credit being entered
hours after it was done.
At this time we stand behind the already
processed resolution for the offer of store credit as the most fair and
adequate offer we have to make as a retailer.
Sincerely,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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 3.9.15 and at the time of purchase, the customer purchased the option of Goof Proof...

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 damage resulting from a single accident.  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 do see we have had three technicians to the home.  We had a tech out in January 2017 for an issue with a leg becoming detached.  The tech was able to reattach.  In January 2018 we had a tech to the home for a board on the back becoming detached. The tech was able to brace the back support.  In February 2018 the tech was sent for a loose/broken arm.  He found damage that was not repairable.  The damage was not a result of a manufacturing defect and was not repairable as the other two concerns had been.  It does appear that someone applied a lot of force to break the arm in that way.  We have attached the pictures showing the damage.  If there was a single accident that caused the damage, it can be reported to [redacted] as long as it is reported within thirty days of the incident, with all the details to show that it is a relatable accident.  As this is not the result of a manufacturing defect, Bob’s would not be able to offer any resolution.    Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Revdex.com:
I did indeed speak to Stephanie yesterday in reference to complaint ID [redacted], and will standby while she finds out about my refund for the delivery charge.
Sincerely,
[redacted]

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.  The customer has accepted our offer.  We are sincerely sorry for the misinformation the customer was given.  Sincerely,Tracy...

S[redacted]Corporate LiaisonBob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com,
We stand behind our technician’s determination of cause and the
validity of his report regarding this mattress concern. Bobs Discount Furniture
handled this mattress within our warehouse until the time the customer picked
it up in December of 2014. At the time of pickup the customer or their
representative, signed for this mattress as satisfied with its condition. As
the service address differs from that provided to us on the original sales
order this sheds light on the perception that this mattress could have been
handled for a move more than once (by the customer) since the initial transit
they took responsibility for when leaving the pick up location. Based on the
reporting time of damage and the pick up slip being signed as satisfied by the
customer it is very unlikely that Bobs damaged this mattress in handling.
Regretfully we are unable to provide a replacement under the
warranty as no defect is present and the manufacturer of this product
requires a defect to be present in order for the warranty to be honored. As a
retailer we are doing our best to reach out to our customer with a
consideration.  As a final
courtesy offer we can upgrade our original Bobs Discount Furniture Gift card
offer to 75% of the original cost paid towards the 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
75%
of $227.51 = $170.63
Bobs
Discount Furniture Gift Card for $170.63 (if accepted) can be mailed to:
[redacted] [redacted] [redacted]
We do hope our customer can understand our position as a
business and see the value in our offer of consideration.
Thank You,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Afternoon Revdex.com- We are very sorry that the customer is so dissatisfied with the merchandise.  We have approved for the merchandise to be picked up for a refund.  We were unsure however, if the customer was looking to return all merchandise or just the sleeper and mattress delivered...

in April 2017. The customer can either call into customer care to have the merchandise set up for a pickup for refund to Wells Fargo or can post back to Revdex.com listing which items specifically should be picked up.  The account has been noted that this is approved for the refund back to [redacted] Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com-
We are very sorry, this was a credit issued by [redacted], not
by Bob’s and the [redacted] policy must be followed.  [redacted] advised the customer of the
timeframe and further made it clear it could not be extended or reinstated.  The store has no record of any...

conversation
regarding extending the credit.  The
stores are aware they are unable to extend [redacted] credits.  It is the store’s responsibility to reject
the credit once it expired.  The customer
purchasing a new home has no bearing on the expiration of the credit.  We understand that they were looking to have
it delivered to the new home so they would not have to move it themselves.  We are not able to extend a [redacted] credit
for any reason.  Certainly, knowing there
was an expiration date, the customer could have had the merchandise delivered
and then moved it.  We are very sorry, we
can not force another business to alter or change their policy.  This credit expired in September 2017.  The customer did not reach back out to us until February 2018. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com,
Please pass on our sincerest apologies for the frustrations the multiple
deliveries and failures have caused our customer. I must admit that I am
confused by the customer’s complaint and the avenue for which she is seeking
assistance on currently. Our records indicate that...

as of 8.22.2015 the
merchandise from the Diva Bedroom Set was fully delivered and as of today
(9.07.2015) there are no reported concerns with the merchandise remaining.
As the customer has communicated that they are unhappy with the
quality of the bedroom set we have entered in a reselection credit on the 9 pc
set so that they can re –select to a set they find fits their standards better.
Given the status of the account and the details of this complaint I believe the
reselection credit to be an appropriate resolution offer at this time. The
customer is welcome to visit any showroom and provide this credit number –
[redacted] (within the next two months) to access their store credit funds. We will
remove the current set in the customer’s home on the same date we deliver their
new selection and as a further form of apology we will offer to cover all
delivery/pick up fees associated with this reselection.
While we remain very sorry that we continually failed our customer
a refund is not an option we can offer on merchandise that currently has no
concerns and is accepted in the home. If I am incorrect please have the
customer respond to us via this Revdex.com channel with details on which item (out the
9) is experiencing a concern and specifically what type of concern the item is experiencing
at this time. If this avenue is necessary we will respond back with new
resolution offers based off of the report the customer provides us with.
Kindest Regards,
                                        ...⇄ /> Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

I had a delivery scheduled for Saturday, March 4th and they did bring the bedroom set however the delivery team did not have my carpet that was needed to be set under the bedroom furniture.  I therefore had them call the customer service department due to this and they told me they could have...

the carpet delivered on Sunday the following day and I got that statement from them over the phone.  I called on Sunday morning to find out the approximate time to expect delivery and was told I WOULD NOT be getting it delivered because they don't deliver on Sundays or Mondays in my area. When I accepted the option of a Sunday carpet delivery and furniture assembly, I did not want to accept one of the items due to being told it would not fit in my bedroom.  I requested it to be taken back that day but the company told me the next team would be able to remove my old mattress and take back that furniture item.  I was later told by another rep. that once I signed for the items I could no longer return anything.  I had to argue with several more reps. in order to demand they allow me to return the unopened boxed media chest due to being promised by another person I could return it.    I complained then about how unacceptable it is to have been told my another company customer service representative and promised delivery when that wasn't even an option.  I was left with all the boxes of furniture throughout my apartment for 5 days until the 4th delivery team could finally assemble the furniture and lay the carpet. Not to mention, they placed several boxes upside down and some boxes had external damage to them but thankfully the furniture was not damaged.   In between, I had many phone conversations with several different employees of that company who were less than sympathetic and expected a simple "I'm sorry" to be enough for all the problems I had with their service.  They also delivered two incorrect items in my order which were twin mattress protectors instead of the ordered two queen pillows and had to wait for them to be delivered by the team that brought my carpet.  When my carpet was delivered on the Tuesday and I expected furniture assembly by them that day, they said they were only told to deliver and lay down a carpet and therefore they could not stay to assemble the furniture.  I had them call the office at that time so I could let them know they once again messed up and I had to take time out of work to be home for the expected but once again, not received services that was supposed to take place the previous Saturday.  They then stated that a team of two people would be at my home on Wednesday to assemble the furniture.  I explained how unsatisfied I was to now have to take more time out of work for their mistakes to finally get my furniture assembled and have a bedroom and home free from clutter. On that Wednesday, two men arrived and told me they were only given a 10 minute time period for my assembly which they could refuse to complete for a 17 piece bedroom set assembly but they agreed to do it for me after hearing all I had been through since the expected date of assembly was 5 days prior.    I asked for some compensation for all the inconvenience and frustration I had been through due to their mistakes and all they wanted to offer was a $100 gift card. I told them that was unacceptable to which they then said all they could offer was a gift card worth half of the cost of delivery about $160.00.  I am just baffled and feel it is important to document this so they don't continue to treat customers this way.  They are very inconsistent and have policies which seem not be known by all employees.   Sincerely, [redacted]

Good Afternoon Revdex.com,
Please pass on our sincerest apologies for any lack of
care or confusion our customer’s concern was met with while it was being
reported to us.
The customer is welcome to email the photos they
planned to submit directly to me at [redacted]
or...

submit them thru this Revdex.com channel they have selected to open.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com-
We have absolutely failed this customer on this
order.  First hardware was missing, then
the order was written up and the address was not updated.  We do see at this time the customer has
allowed the service to take place; the pieces are properly assembled in...

the
home.  We would very much like to extend
our sincere apologies for the stress we have caused this customer. 
We would like to offer this customer compensation in
the form of a $100 gift card as a token of our apologies for the time they have
spent dealing with our errors.  If the
customer accepts this offer they need only accept back to the Revdex.com mediation
service and I will create the paperwork necessary.
Normally we offer any type of additional apology 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. We
have several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon [redacted]
I am very sorry to hear you
have located pests in your product.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The bedding that you
purchased was a new...

product that was wrapped from the manufacturer. I can
imagine that this ordeal has not been easy on you, but the facts are that the
source of bed bugs are from somewhere other than new furnishings. These pests
require a human source to survive and they move around by hitch-hiking on
people and their belongings.
Unfortunately, bed bugs have
become widespread throughout the United States over the past several years due
to both a combination of global travel and the absence of effective chemical
treatments to deal with them. Please be aware that the presence of bedbugs does
not reflect on the cleanliness or otherwise of their environment – they can
survive and thrive wherever people reside, and they are most active at night
when they feed.     
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.  
Kindest Regards,
Tracy S.
Bobs Discount Furniture
Customer Care Corporate
Liaison