Blue Ridge Travel

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

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 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 made
on September 20, 2013 and at that time the customer purchased the option of
[redacted]...

[redacted] 
This warranty 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 warranty is through a third party
company, [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
misuse or abuse of the merchandise. 
We can see in [redacted] site that this claim was denied due
to it not being called into them as an accident.  The report was called in to them as “customer
is unsure what caused damage, believes it is wear and tear from use.”  This is obviously not an accident.  We would never recommend someone to give a
false report to [redacted], we also would not expect them to cover damage that
was not stemming from an accident.  [redacted]
reported the damage to us as damage done by a dog’s nails.  This would be considered preventable, that is
why [redacted] does not cover pet nail damage. 
If you would be willing to submit photos through the Revdex.com
mediation site to show clearly where the damage is we will review and see if we
can order a part to correct the issue. 
This particular set does have some fabric parts available.   Please submit at least 3 photos of the
damage.  I close up of damage, 1 12-14”
away, with these I can see which cushion and also if it would be repairable by
one of our tech, if parts are not available. 
1 more photo from a few feet away so I can confirm that the part would
be for the correct set and match color and pattern.
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 this resolution is satisfactory to me.
Sincerely,
[redacted]

Good Afternoon Mr. [redacted],I understand your concern and dissatisfaction. I have reviewed your account with Management and there was much conversation regarding the points discussed in the previous Revdex.com response; however we stand behind the merchandise we sell. You may return the complete set for store credit minus a 15% usage fee. The goof proof plan does not cover the damage you are reporting and you have had full use of the set since 2013. If you should choose to accept this option you will have a store credit in the amount of $339.15 and you will have until July 8, 2015 to select the new set and schedule a delivery and pick up date.Please note that Goof proof does not just "touch up" furniture as you indicate; if the incident/damage was properly reported and repair or parts was unsuccessful you would have received a store credit equivalent to the full purchase price and you would be allowed to keep the furniture. I understand that you may be unhappy with the plan, now, however, it is does provide great benefits when properly initiated.

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- 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 Morning Revdex.com,
I am uncertain as to whom the customer is referring to in
their response as “you guys”.  As the Revdex.com
discloses during the filing of any claim, the Revdex.com offers a valuable mediation
channel for both a business and a consumer alike.
Since our first response to this claim we have clearly
outlined what we are doing to resolve this customer’s concern (beyond the
policy this consumer fully agreed to at the time of sale).
Our last response contained an upgraded offer that again
placed the customer’s needs before those of our business. We continue to
maintain that the resolution offers we have in place are fairly weighed out in
the customer’s favor.
As indicated previously:
In
a final attempt to appease:
We will upgrade our reselection offer to
validate a Bobs Discount Furniture Store Credit that reflects 100% the cost
paid for the current sofa and loveseat in the home. We will also to cover the
cost of delivering the new merchandise the customer selects and provide a Bobs
Discount Furniture Store Credit for the amount they paid us for the Goof Proof
Plus program.
               
At this time this is a generous offer from a retailer seeking to truly solve
our customers concern via the life-force of your mediation channel. We are
doing more than what is required of us as the retailer and again stand behind
the fact that we have put forth fair and adequate offers for resolution that
consider our customer’s needs above that of our business.
We do hope the customer can see the value in our upgraded offer and of course
if they would prefer to move forward with the rescheduling of the newly
selected loveseat we are happy to honor that request instead.
Sincerely,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- Bob’s offers the absolute best value available at our price point.  We also offer the customer our service guarantee.  If a customer reports any issues that may be manufacturing in nature during the warranty period, we will send one of our factory trained technicians...

free of charge.  The technician will report to us the nature of the issue.  If it is a manufacturing issue that the tech can correct on the spot, they will.  If the issue is manufacturing in nature and requires parts, we will order the parts and have a tech install those parts.  If the issue is manufacturing in nature and parts and service will not correct the issue, we will then offer a one time replacement.  This statement is reviewed at time of purchase; it is on every customer’s sales order, signed by the customer at time of purchase.  It is one of the best warranties in the furniture business and Bob’s stands behind this 100%.    We are sincerely sorry this customer is not completely satisfied with the new loveseat.  We absolutely can service the loveseat and rectify the concern.  Often the pieces get jarred during the shipping and delivery process and components may need to be adjusted.    CANCELLATIONS, RETURNS AND REFUNDS… It's the Bob's Way to be open, honest and clear! So here's our clear & simple refund and return policy… · You may cancel your order for a full refund at any time up until the day of delivery or pickup. ·   Once you accept your furniture it cannot be returned with a few exceptions… o Unserviceable Factory Defects within 1 Year § If an item has an unserviceable factory defect it will be replaced.   PRODUCT & SERVICE POLICY… · All furniture that is purchased at our regular price is guaranteed to be free from factory defects for 1 year to the original purchaser within our normal delivery area. Mattresses and motion furniture may carry additional factory guarantees. o Call Bob's Customer Care Department at ###-###-#### or ###-###-#### to report a factory defect. Hours are Mon - Sat from 6:30am - 9:00pm & Sunday from 10:30am - 7:00pm. o We'll schedule a service technician to come service your furniture in your home at no cost to you if the furniture falls within the 1 year guarantee period.   Kindest Regards, Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

Good Afternoon Revdex.com,
I have spoken with Mrs. [redacted] today (12.17.2015) and
we have agreed on a resolution option that she is comfortable with.
At this time our business considers this concern
resolved and we apologize to Mr. and Mrs. [redacted] for the disappointment they
have experienced...

with their furniture and our staff.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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

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 one of
my colleagues and it appears the customer has already had the mattress returned
per their...

request.
 
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 Morning Revdex.com,
Please pass on our apologies for the disappointment the
customer continues to display.
As indicated in our previous response we have offered to
refund the cost of delivery from both orders and provide an additional $150.00 refund as an apology accommodation.
I am truly sorry that the customer feels this is unreasonable however as a
business compensation remains at our internal discretion. Our initial response
provided apology and acknowledgement regarding the amount of time our customer
has spent seeking resolution and we do hope that our customer can understand
that as we operate with a goal of fairness for all consumers alike we are
unable to offer apology amounts off of any one individual’s time.
Again we take full ownership for any and all failures caused
to our customer and are now proactively seeking to move forward. We do not
deliver used or refurbished merchandise under the pretense that it is new. If
the customer remains unhappy with the railings we have a pending exchange waiting
on the customer to schedule. We are more than happy to do our very best to work
around the customer’s professional schedule to accommodate a date or a time
frame that may work best for the exchange.
If the below statement represents a response for our initial
outline of conversation on 10.7.2015 with Ms. M[redacted], I must convey that I remain
perplexed as I have fully disclosed that Ms. M[redacted] is and remains the highest
level of professional available put in place and fully trusted to handle our
customer’s concerns by our business. It would be highly unnatural for Ms.
M[redacted] to communicate that her supervisor would be contacting the customer back
as Ms. M[redacted] is the highest level available of senior management for
resolving customer concerns.
Statement referenced:
“Additionally, as recorded the customer service agent stated that
she would have her supervisor call the customer and the customer still has not
received a call.”
It seems I may have personally perceived the customer’s use
of the word ‘concession’ incorrectly and I do apologize for my own misinterpretation.
Of course we want to provide our customer the home furnishings selected in the
expected excellent condition, we certainly understand how and why our customer
has lost faith in our ability to satisfy with the delivery of new product and
are willing to take every step available to us to ensure that our customer’s
final delivery of the bed provides the utmost satisfaction. As indicated, we undoubtedly
wish to make the furniture concern right and based on the customer’s rebuttal,
the open and active resolution of providing replacement parts for the sofa and
loveseat concerns appears to be the best suited resolution at this time for our
customer.
In reference to the Property Claim, we do not staff
contractors and it remains in the customer’s best interest to provide our
company with at least an estimate for repair from a contractor that the
customer selects to work inside their own residence. It is highly likely that
the contractor obtained can also take photos at the time of estimate and submit
those along with the estimate to our [redacted]
email address.
 
We are desperately seeking to help this customer move
forward and regretfully the customer continues to thwart our efforts to do so.
There is no amount of money that will ever make the poor experience our
customer has endured OK but we have taken responsibility, provided several
avenues for resolution for each concern present, and provided an apology offer of
compensation to be executed once we are certain our customer is satisfied with
the original promise we made (merchandise in its expected condition). We have
already worked out and beyond several company policies in an extreme effort to
convey our care for our customer; we do hope our customer can understand the
position of our business and our desire to help our customer move forward from
these concerns.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
Any compensation that is offered is an acknowledgment that
we failed the customer.  We do not offer
compensation if we haven’t failed.  We,
as a business, have every reasonable right to decide how that compensation is
offered and in what amount.   Bob’s
policy is very clear in orders that are processed through [redacted] we
only offer compensation in the form of a Bob’s Gift Card.  The amount offered is based on the failures
and not what a customer requests. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
I have created the service for the rug inspection.  Please call into customer care to schedule
the service at your earliest convenience.
Customer care ###-###-####
Service number #[redacted]
 
Sincerely,
Tracy Sanborn
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.
I see that this customer has already spoken with my
colleague and it appears the customer has had the delivery successfully
completed and has accepted compensation which has already been processed and is
available on the account.  
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,
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

Good Afternoon Revdex.com- The bed we are offering the return authorization for was delivered in 2014.  It has been in the home for three and a half years.  We cannot understand how the customer would claim bait and switch.  We are not prorating the pieces; we are waiving the new delivery fee.  We understand that the customer would like more to choose a new bed, the customer bought an inexpensive bed.  We are only able to grant the credit for the amount the customer paid.  This credit will expire on 10.18.17.  We have fulfilled our service warranty.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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 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