Blue Ridge Travel

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

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]

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]

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 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 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

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

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]

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

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]

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...

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]

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 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 Morning Ms. [redacted],Thank you for choosing Bob's Discount Furniture. I have researched your accountand apologize that the sofa and loveseat have failed to meet your qualityexpectations.Our records indicate that you purchased the "Mercury" sofa andloveseat in 2012 for $799.00; the material...

composition of this set isdescribed as bonded leather. Bonded leather is 100% split grain leatherhide bonded together with polyurethane to form one large piece; withnormal use the leather may crack or peel; this is not a defect but rather acommon occurrence with bonded leather products.  Goof proof provides five years of  coverage against most common typesof in home accidental damage, when properly reported. Rips, tears, scratchesand scrapes are covered just as long as they are the direct result of anaccidental occurrence. Based on the information provided in your Revdex.com complaint,it does not sound as though you provided a specific incident for thedamage. There is a three year warranty against bonded leathermerchandise which in your case, expired March 20, 2015. As a courtesy, I wouldlike to offer you the option to return the sofa and loveseat for store creditminus a 10% usage fee. The credit can be used toward the purchase of any itemin our store; the value of the credit is $719.10 and must bed used by July 11,2015. In regard to delivery of a third sofa, I have reviewed your sales invoice andyou were only charged for one sofa, loveseat, goof, tax and delivery.Bob's Discount Furniture appreciates your business.

Complaint: [redacted]I am rejecting this response because: The company was unable to locate original order.  The original order was delivered to [redacted].  The phone number for the order is [redacted] and the order was both under [redacted] and [redacted].  According to the store where I had spoken to about this complaint, there was two customer profiles for me...one for my previous address [redacted] and one for my current address ([redacted].  Hope this helps
Thank youSincerely,[redacted]