Blue Ridge Travel

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

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 6.10.15 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.  Our technician was scheduled to be at the home on 10.21.17.  The technician found the pieces to be in poor condition.  The damages are not manufactural in nature.  There are several punctures and scrapes.  The material under one side was torn, causing the batting to fall into the mechanism and the springs became tangled in the batting and the mechanism.  None of these damages are manufacturing defects.  The customer was not directed to call a claim into [redacted] as there is accumulated damage.  The customer was given a Goof Proof Plus flyer with her sales order.  This explains what is covered and by which company.  It is also explained on the customer’s sales order, if they have that to review.  No where in the documentation does it state that all damages are covered.  Our salespeople are trained to state that all manufacturing defects and damage caused by a single accident are covered.  They do not tell customer’s that all damages are covered.  If the customer refers to the GPP sheet they can certainly ask for more clarification.  We do allow customers to cancel the GPP within 30 days for a full refund, if upon reviewing the terms and conditions they decide that the cost is not worth the coverage.    Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com-
We are very sorry for failures
represented in this complaint.  Obviously
there are medical concerns which caused the missing hardware to be more then a
great inconvenience.  The assembly was
completed on 3.18.17.  We can understand
the customer’s...

frustration at not being able to have their questions answered
immediately.  We do have to reach out to
other departments in order to expedite requests for an add on. 
We have already advised the
customer that we absolutely feel that a token of apology is necessary in this
account.  We advised the customer to call
in for an account review once the delivery and set up were completed.  The customer can call in at their
convenience.    
 
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 delivery experience with us.
I see that this customer has already spoken with the
representative from the Depot Meghan. 
Meghan has advised Bob’s that this claim...

has been resolved as of
10.11.16. 
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

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with us. Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records. I have looked under the...

name, phone number, email address and address provided here and find no accounts or purchases. As the customer mentioned that this was a gift, it maybe that the purchase was made under another name. Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further?  They can locate this order number via the sales receipt provided at the time of purchase. If the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any alternate phone numbers that may bring up their account records.   We ask that the customer responds to us thru this Revdex.com channel so that your efforts in excellent mediation assistance are not wasted.   Kindest Regards,                                         ...⇄ Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer has worked closely with [redacted] 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 Morning
Revdex.com,
 
[redacted] is an extremely valuable plan when used
within its intended guidelines for accidental damage protection and an animal
chewing the merchandise is an exclusion to the coverage plan. The third party
company that manages this plan does not view the act of...

chewing as an
accidental occurrence and sees fit to deny this type of report. We are not at
liberty to overturn the choices of a different company.
 We do expect our sales professionals to provide
a general overview of the additional protection plan during the excitement of
the sale and we provide a document not only ‘checking off’ what is covered
by the plan, but also indicating that there are exclusions to this plan and
should the customer seek knowledge of exclusions they are to refer to their full
plan documents. We cannot force a consumer into the act of educating themselves
on every exclusion denounced with the protection plan and we do our best to
properly prepare them in written word as to what is covered.  
We (Bobs Discount Furniture) have not made any direct
agreements or sent any direct denials for this claim to this customer. Our
records indicate that this customer reported an incident of animal bodily fluid
present on their merchandise to us on 8.16.2015 and we appropriately connected
them to the [redacted] company who I believe they are communicating they have had
further interaction with. As a consumer myself it sounds like the [redacted] Company
has also offered this customer a certain courtesy outside of their terms and
conditions. Therefore from reading this posting it is appropriate to determine
that [redacted] is working to meet this customer’s demands outside of the plan
guidelines they have in place for all customers alike.
 There are many acts of accidental damage (some
that include coverage for an animal’s bodily fluid stain) that the plan does
cover and we stand behind the plan being a valuable investment for any
customer.
 We apologize that this specific act of animal
damage is not covered and we further apologize that we are unable to offer
recourse for concerns that occur completely outside of our control.

Complaint: [redacted]
I am rejecting this response because: While I am sorry that this has happened I don't understand how they cannot have any communication with the manufacturer of the furniture that does not make sense to me. They are paying them for their services, I'm sure, so there must be some type of communication so I don't believe that to expedite one (1) piece could be that difficult. Subsequently, if the piece does not arrive until May, as we are being told now, that will make 9 months in total that we would be waiting for a complete delivery of our order.I do not want a store credit from Bob's as I do not intend to make another purchase from that franchise. I will be consulting with an attorney as we would like to have our initial deposit of $650.00 refunded in cash, as we paid it.
Sincerely,
[redacted]

I just e-mailed the Stephanie G[redacted] and am awaiting a response.Thank you for your help in this matter,[redacted]

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 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...

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 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 are very sorry that we were not able to complete the delivery when the customer wanted.  The customer requested that we cancel the original scheduled delivery for 4.21.17 due to a change in the closing of the house.  The customer requested the add on being...

requested for Saturday.  Due to the size of this order, we were not able to accommodate the add on.  We also attempted to add the delivery back on for Friday, the opening left by the cancelation had already been filled by other deliveries.  There were no trucks available in the customer’s area that were not already both routed to the maximum hours and full with merchandise.    We did offer the customer a split delivery so that they had bedding to sleep on.  This is not something that we normally offer.  We were able to deliver the bedding on 4.22.17 and the rest of the merchandise on 4.25.17.  The agents did not lie to the customer.  They canceled the delivery per the customer’s request.  The agents did attempt to have the delivery added on for the dates the customer requested.  Unfortunately this does happen with closings. 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 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...

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]

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,
Please pass on our apologies for the inconvenience our
sales failure caused our customer to experience. While we can certainly
acknowledge the frustration this concern has caused our customer the service of
delivery paid for was completed successfully. Our...

responsibility to our
customer is to make the failure we caused right, thus honoring our original
promise to deliver them the product that they selected. We made our mistake
right and the correct merchandise shows as delivered on 12.4.2015. Albeit the
wrong color, the customer was not left without furniture to sit on in the
interim it took for us to correct this selling mistake and had the customer
made us aware of a need for a special delivery accommodation (date or time
frame request) I’m certain that our Customer Care Team/Routing Department would
have worked to honor the request being made made.
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 writing an order incorrectly is 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 provide a package of 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 outlet locations as our free gift of apology with
use of a gift card. Yes, there are plenty of items available for $25 or less
and the amount in which any business deems fair and adequate to compensate a
customer is the internal discretion of that business.
We apologize again for the failure of our sales person and can
upgrade our Bobs Discount Furniture Gift Card offer to $60.00.

Good Afternoon Revdex.com-
We are very sorry that the delivery process has caused the
customer frustration.  As we route our
trucks geographically we are not able to offer or accept a customer specific
time for delivery.  There are far too
many things that can affect the delivery...

window to ever guarantee a specific
time.  Weather events, traffic,
construction and mechanical issues can all delay a delivery.  We do offer to request a four hour window if
that will help the customer.  We also
offer the Breakfast with Bob’s time frame; it is 6:30am to 9:30am.  It does sound as though the customer has
received that window.  We are sorry that
it was not early enough to work for the customer’s schedule. 
We have reviewed the photo from the original piece that had
a small chip in the front and the piece that was refused due to the box being
opened.   This is scheduled for 2.4.17 we
hope that the delivery goes smoothly for the customer.  We do
offer compensation for delivery failures. 
This is normally offered in the form of a Bob’s store credit.  We do not compensate for lost wages. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are very sorry that the customer is not completely
satisfied with the [redacted] tables.  
We do have throughout the store and located on our marble tables a fact
sheet explaining that as the [redacted] are natural stone products there will
be...

variations.  I have attached the fact
sheet.  Even on our website MyBobs.com
the pieces the customer purchased do not match exactly.  I have attached the photos from our website
and the photos the team took in the home, as well.  We are not able to offer exchanges based on a
preference in the shade of the stone. 
If the pieces in the home do not match the photos I have
posted, we ask the customer to post their own photos to the Revdex.com. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture