Blue Ridge Travel

Complaint: [redacted]
I am rejecting this response because:It does not satisfy my displeasure. I will wait for replacement and if that is again faulty I will request further action at that time. 
Sincerely,
[redacted]

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 this customer is dissatisfied.  We see the pieces have been in the home for
two years and no other issues have been reported to us.  Bob’s is responsible for the manufacturing
side of the warranty.  This is not a
manufacturing defect.   It was not called
into [redacted] as damage resulting from a single accident.  That is what [redacted] covers.  It would not take [redacted] long to determine
that it would not be covered, it was not called into them as an accident. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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 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...

Complaint: [redacted]
I am rejecting this response because:First off they never told us they are out of their service area for the Goof Proof Protection. They had us take photos of the damage on the recliner and submit the photos for review. After going back and forth with them for weeks trying to get a response to how they were going to handle repairing or replacing the damaged recliner we were told that the damage wasn’t a manufacturer defect based on their determination of the pictures sent to them. They then advised us to contact the Goof Proof protection department ([redacted]) to file a claim. So if they knew we weren’t going to get this resolved why did they give us false information to move forward. I have emails from them telling us to go through Goof Proof. Furthermore I have other furniture that also has Goof Proof protection that we were charged for that hadn’t been refunded back. As far as the delivery service we did in fact make arrangements on past orders to pick up ourselves at their store to save money on shipping charges. The fact of the matter at hand is I have a recliner less than a year old from them with damage and Bob’s isn’t doing anything to get this resolved and we are stuck with a defective chair no matter how you look at it.
Sincerely,
[redacted]

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]

Complaint: [redacted]
I am rejecting this response because: the technician did NOTHING did not even touch the couch in a BEST EFFORT MANNER! Utter crappy policy! Glad I threw your couch out and bought real furniture from [redacted] Your reputation has proceeded you as blatant bs.
Sincerely,
[redacted]

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...

I had a complaint filed with the Revdex.com against Bobs furniture. I received an email saying that Bobs had no record of me purchasing the product. I was asked for the order number.  My wife [redacted] placed the order.  The order number is [redacted] and our cr is [redacted].  Our last name was spelled incorrectly on our invoice so that might explain the problem. On the invoice it was spelled [redacted] not [redacted].Thank you for your time.Sincerely,        [redacted]

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

of
[redacted] Plus. 
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].  [redacted] covers the
merchandise for accidental damages. 
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise. 
Our technician was at the home 11.12.16.  His report documented no manufacturing
defects.  He did report that there was
damage that was unrepairable.  The
mattress is stained in several places, depending on what was spilled on the
mattress, that can cause a breakdown in the material, stains void the warranty,
which is why we advise a mattress protector. 
The Bed is damaged due to it being on hardwood floors and sliding.  This was explained to the customer in a
service back in September 2015.
We did replace the sectional that was deemed defective. 
We would expect from a business perspective that if a customer
purchases the [redacted] Plus plan they would read the flyer that was included with
the sales order at point of purchase.  It
does clearly spell out what damages are covered and which company to reach out
to.  We are very sorry that we are not
able to cover these damages as they are not the result of a manufacturing defect. 
Kindest Regards,
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

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]

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- 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 [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

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

Good Morning Revdex.com,
We have reached out to this customer
directly and offered different options. 
With the number of attempts and delivery issues we are trying to work
out a solution as quickly as possible.
We welcome this customer to keep this
complaint open until a satisfactory...

resolution is reached.   
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison

Complaint: [redacted]
I am rejecting this response because:i will happily send photos. However I do not appreciate your being so crass with me with your "ccustomer moved the furniture 300 miles outside our service area". I have said it 100 times and I will say it again, your calls are recorded, please pull my phone calls where I am clearly advised moving was no issue. Covering your tracks with lies as fuel to this fire bobs started. Please pull these phone calls and discontinue the blame game as if it is my fault. I also have 2 witnesses to the several conversations I had with the sales agent where she confirmed that moving was no issue at all. I "moved 300 miles away" because it is my right to do so, and for the millionth time I was told this was not a problem at all with the [redacted] plan! In fact, the sales rep was offering to deliver to our new address in NY. Please get your facts straight and stop acting as if I have done something wrong. This is extremely unprofessional, how can you consistently lie when your call center RECORDS the calls?! I will email photos, however I would like an explanation for your organizations lies, bait and switch, and for the way I have been treated thus far. I am also STILL waiting on a call from a manager that I was promised. Per the company's rating, unfortunately this kind of behavior seems to be company standard.
Sincerely,
[redacted]