Blue Ridge Travel

Complaint: [redacted]
I am rejecting this response because: all they are doing is trying to pass the blame on to the finance company it has nothing to do with acctpance now bobs has sent me broken and torn furniture and have made zero attempts to make the situation right they have swapped out one pice for another one time and it was torn worse and broken more then the first price and they continue to lie about delivery dates on the swaps I have take over 4 days out of work because they claim they are going to come that day and then go oh no we never said that or oh no we don't have that in stock and oh no it's comeing for sure and then it never shows up they are just passing blame on so they don't have to be responsible for there wrong doing and it's crazy I have also called the store to ask for help and they said never call here again that's what customer service is for and hung up on me so all I am asking is to have a cash or check refund of 250 for my inconvenience and the waste of my time and for them to make this problem right and own up to the problem they have caused me and the waste of time to me and my family so they need to step up to the plate and get this problem sloved it still has yet to have been solved 
Sincerely,
[redacted]

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...

Complaint: [redacted]
I am rejecting this response because:
What the company is stating is incorrect. I was hardly advised of anything. Each time I had called I was told a lie after lie. Yes my product is completely finished and built now, but that is not the issue at hand. Nothing was done to compensate the problem, no apologies were given, the company did not advise to call in a review of any sort. The people whom I've spoken with so far have found this to be funny. They have laughed over the phone while explaining what's going on. This is in no way to treat a paying customer. I am very displeased.
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry for the
keying error on our reply.  We do show
the 2nd failure was on 2.25.17. 
The customer requested higher escalation and the call was made.  I do not believe that there would be any way
for the customer service manager John to know when the customer would or would
not be available to take the call. 
We are very sorry that the
customer continues to be dissatisfied. 
The offer that was made is in line with our policies regarding compensation.  The credit has been placed on the customer’s
account and is available to use at any time. 
Sincerely,
Tracy S[redacted]
Bob’s Discount Furniture

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- 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 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,
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- We are very sorry that there is any misunderstanding.   We know that there have been two attempts; our apology was that we should have gotten it done correctly the first time.  We also requested any information the customer could provide on the offer.  If they have an email we ask they forward it through the Revdex.com so that we can review what they have been offered.  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 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

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

Good Morning Revdex.com,
I spoke to our customer today (10.23.2015) and apologized for all
the concerns she has experienced with this dining room set. We have processed an
agreement to provide our customer with a reselection credit and she will
visiting our showroom within the next two months to...

make her reselection.
We thank our customer for giving us the opportunity to make her
concerns right and apologize again for all the frustration these chairs have
caused her.
Sincerely,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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

Good Afternoon Revdex.com-
We are very sorry to hear that the exchange failed.  This has been scheduled for exchange 12.8.16
and has been set up for a special inspection. 
We anticipate that this will be completed on 12.8.16.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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]

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 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.

Good Morning Revdex.com, Please pass on our sincerest apologies for the inconvenience the delivery experience caused our customer. We can certainly understand the customer’s frustration and acknowledge the reasons why the customer feels that at this time, they would like to have the merchandise picked up...

for a refund. 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. While it is not normal procedure to so we do recognize that we have failed our customer and we are willing to make an exception in this case to work above our normal compensation guidelines and policies. While we are not able to offer to pick up the merchandise for a refund at this time, we will advise that if the delivery and service are not completed successfully on 1.17.18, we will revisit this request.  We do absolutely feel that this customer is entitled to compensation for the number of failed attempts, time between initial delivery and now and the number of times the customer has had to reach out to get this rectified.  We hope that the delivery and service on 1.17.18 will rectify the concerns so that we are able to offer the customer compensation based on the failures on our part.  Kindest Regards, Tracy S[redacted] Bobs Discount Furniture Corporate Customer Care Liaison Tell us why here...

Complaint: [redacted]
I am rejecting this response because:Bobs made the offer to driver on Wed., when I called to check time of delivery was when I was informed item would not be delivered. I was also informed item would not be available Wed. I had to pick up item on Friday instead. When I asked for price of delivery I was told price to deliver would be $103.00. This is not a case of miscommunication, this is a case of poor customer service. 
Sincerely,
[redacted]

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