Blue Ridge Travel

Complaint: [redacted]
I am rejecting this response because:
As I said before it is not our problem that the manufactured you pick to work with is not doing business right with you. If you think that as a value customer that had paid their purcahses in full and by the way is pregnan and had to call several times to resolve these issues and did not receive untill now an apology from you, a 75ecars will be enough to make a custoner feel better you are wrong. Yes you have no obligation because our love sofa is in perfect condition  but on the other side you are gonna have our piece sell at the regular price. The ecards and by the they have to be taken in your store  of 75 should be 2 business cards because I made to claims in Novenber from the seats parts and the sofa wood frame part.  I have proof that we sent the pictures in the same month and a representative told us we had a 5 year wood frame guaranty. The delivery fee should be in both claims as well. Seats and sofas if we decided to sell you guys the love sofa. My only request if you guys want me to accept is that I want the guff insurance for free in both of the purchases that I will make. Because on the seats yous guys did not give me the money back for the guff insurance. If this is accepted we will have an agreement. I am a pregnant value customer that had to be in the phone several times and it is not our problem that you guys do not have my sofas available because if you would have them right now we wouldnt  have this problem and even more if you would have resolve my issue on time probably my sofa was still available and this nighmare wouldnt have happend. I had to be all of the holidays with ripped leather seats and a broken sofa because of you guys, and not call no email was sent. 
Sincerely,
[redacted]

Good Afternoon Revdex.com,
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] Protection Products).
In an effort to ensure our...

customer’s claim was handled fairly I was able to
obtain the denial reasoning in reference to this claim. I have also attached a copy of the Warranty
Card the customer received from [redacted] after purchase and a copy of our Goof
Proof handout the customer was given at the time of purchase.  This clearly shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims.  [redacted] is a third party insurance
company.  Like any other insurance policy
they accept claims that are submitted with when the damage occurred (within 30
days of being reported) and how the damage occurred (to show that it was an
accident and not misuse).
[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. The customer
reported that they did not know how this damage occurred or when.  By [redacted]’s guidelines this is not an accident. 
Bobs Discount Furniture’s responsibility under the [redacted] 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.
Our tech determined that this damage was due to misuse
in the home.  Please see attached
technician report, he determined the top surface is bowed due to a heavy tv
being placed on top.
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. We have reached out to
this depot and asked them to reopen this home damage claim.  They have agreed to do so.  They have been trying to...

reach the customer,
they tried to call the only number we have on the account and they have not
been able to speak with them.  We would
ask the customer to reach out to the depot again to discuss this being re-examined. 
 
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 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
in September 2016 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.  As amazing as our technicians are, they can
not repair table tops.
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.  This
customer did report damage to [redacted] and the claim was denied.  The customer did not report this as an
accident.  The customer reported to
[redacted] that she did not know when the damage occurred or how it occurred. 
While we can certainly sympathize that the new merchandise
has scratches; that damage is definitely not caused by a manufacturing
defect.  [redacted] only covers damage from a single
accident.  The customer has stated that
the coasters caused scratches.  This
would not be under the [redacted] umbrella. 
Unfortunately not all damages can be classified as manufacturing or
accidental.  This damage was caused as a
direct result of action taken by the customer. 
We would not be able to offer any
options for this damage.
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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]

Complaint: [redacted]
I am rejecting this response because:
While I appreciate being compensated the delivery fee back, I am still being told by rescheduled delivery will be coming this Saturday from 3:45-7:45 which I was guaranteed by the salesman a 6:30-9:30 delivery. I not only had to take a day off of work Wednesday now because my furniture never showed up I now have to take another day off on Saturday on top of potentially canceling my plans Saturday evening to be home for this delivery.
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry that this customer continues to be
dissatisfied.  On 11.28.16 at 1:21pm the
customer spoke with account specialist Jami. 
Jami agreed to pick up the merchandise for a refund.  The customer then spoke with another agent on
12.1.16, the day we were scheduled to pick up for a refund and canceled the
refund and set up an exchange of the merchandise.  This was delivered on 12.21.16.  We have not received any concerns since.  As this damaged merchandise has been exchanged
per the customer’s request and we have had no concern reported to us since the
delivery we would not be able to offer a refund on the Chandler set. 
The store did cancel the remaining items per the customer’s
request.  They called the customer on
12.29.16 at 3:07 but they were not able to leave a message.  The customer is entitled to the money from
those canceled items.  Due to the
security policies in place, we are only able to see the last four digits of the
card used, [redacted].  The customer would
need to call or stop by the store with the card to have the refund
processed. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because:  Revdex.com and [redacted], I am sorry but Cortney offered me $25.00. She began to remind me that Bobs Furniture went above and beyond to try to deliver the damaged parts and They waived the delivery fee.  Honestly NO ONE ever mentioned that their was a delivery fee, and excuse me but that was my 5 attempt to try to pick it up myself!   Twenty-five dollars she offered would not even cover lunch for my family and I,  This also does not cover my family and I arriving from vacation early to receive the merchandise the first time.  (which they came early to deliver, we stated to the manager we would only be home after 11am)  WE lost $150.00!!  The numerous calls and fighting back and fourth isn't worth 75.00.  We have been very patient and allowed Bobs many times to try to fix this.  I am sorry but they have not try to make this situation right.  They have been pushing me around and tried to make me go away.  As I stated to everyone I spoke to, if this was fixed 2-5 time I wouldn't be requesting anything.  Things happen but honestly we have been very accommodating. BOBS TAKE RESPONAIBLY!!!!!!
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.  As all of our calls are recorded, I was able
to pull and review this call.  I
understand that this is a stressful situation for the customer and the details
might have been missed, but the agent clearly states “No new delivery fee will
be charged”.  At no time does Farrell
offer to refund the original delivery fee. 
When asked he does advise her that she will receive credit for the Goof
Proof, to be applied to the credit so it can be used on the next sale.  The sound byte file is too large to be sent
through the Revdex.com as it was a very long call, but if the customer would like, I can try to send it to them
directly for their review.
 
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
Tell us why here...

Complaint: [redacted]
I am rejecting this response because:I don't see anything on that policy that state once you take the merchandise in your home take you get store credit I don't see it on that policy.  The policy is not clear to the customer.  
Sincerely,
[redacted]

Good Afternoon Revdex.com,
Our offices are in receipt of this response as of 10.29.2015 and
are responding on the same day -10.29.2015.
As indicated in my previous response:
I am
working directly off the information provided to me via the report provided to
our Customer Care Offices from the technician who was present in the home.
While I acknowledge our customer’s aggression our courtesy offer addresses the
basis of this customer’s concern.
Therefore I have spoken several times about this report throughout
all communications.
I sent through every picture our technician submitted from the
stop referenced in this concern.
I am not a factory trained service professional so regretfully I am
unable to answer the inquiry pertaining to how this damage is not a
manufacturing defect. I accept the fact that our technician’s are factory
trained professionals and consequently reinforce the report this professional has
provided to me.
As the
customer continues to dispute and/or question the technician’s report the
option of accepting an additional service with an elevated level of technician
into his residence continues to be illuminated as the most beneficial recourse
for this customer.
We fully disclose via our sales invoice, sales trifold, and Goof
Proof Plus flyer that any accidental occurrence of damage should be reported,
by the customer, to the Guardian Company as Guardian Protection Products
(Crypton is known as their parent company) manages the accidental coverage
portion of the protection plan we sell.
At this time our business is still focused on helping our
customer move forward. I am truly saddened that our customer continues to
thwart our efforts to proactively resolve this concern. Essentially when we
have been able to satisfy the customer with other service repairs on other
merchandise it is adequate that one would adopt the plausible outcome that
spending the proper time with the affected item (which the customer has
asserted the original technician did not) would provide a sound and final
resolution to the concern. We have made it very clear on several occasions that the caliber of service provided will be
delivered from a higher level to ensure our customer’s satisfaction.
It is my hope that the customer will be able to see the value in
our resolution offer and I look forward to being able to help the customer move
onward with this claim.
With great respect:
Our option of additional service remains the most fair and
adequate option we have available for resolution to this concern and should our
customer wish to accept the option of an additional service visit they are
welcome to email me directly to schedule the offered service visit at [redacted]
.
Service availability changes by the hour and is routed by geographical location
so it is in our customer’s best interest to work directly with us in
scheduling. Should they prefer to continue to utilize this Revdex.com channel for
communication please have them indicate this and I will respond with a list of
available dates for this customer’s area.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Liaison

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 they are owed something additional after the completion
of...

their delivery.
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.
We will honor the customer’s request for a refund of the delivery
fee ($99.99) as a final form of our apology. Please advise the customer that
all paperwork needed for this transaction has been entered from our end and no action
is required from the customer at this time.
There are so many errors that occurred in this customer’s account
and so many learning and coaching opportunities, I would like the customer to
keep the gift card as well.  There are a
lot of small carry out items available in every Bob’s store.  Maybe you will be able to find a pair of
lamps, a wall hanging or statue that you love. 
I hope that help to ease the frustration I am sure you have endured. 
 
In most cases any remaining questions regarding refund
processing time can be answered by reviewing the policies listed on your sales
receipt.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Complaint: [redacted]
I am rejecting this response because: I HAVE TO SAY THAT THE CUSTOMER SERVICE DOES NOT KNOW WHAT THEY ARE DOING AT ALL UT AS FOR ME THE CUSTOMER I AM SO SICK AND TIRED OF GOING BACK AND FORTH WITH THIS NONSENSE I AM GOING TO REPEAT MYSELF FOR THE LAST TIME THAT THE DRIVER WHO DELIVERED THE COUCH AND TOOK THE OLD ONE WAS NOT LEAVING WITH OUT THE MATTRESS AND I ASKED HIM TO CALL AND SPEAK TO THEM AND LET THEM KNOW THAT WE ARE SWAPPING OUT HE HAD TO VERIFY IT BUT THIS WOULD HAVE NOT HAPPENED IF THEY PUT THE RIGHT PAPER WORK INTO THE SYSTEM INSTEAD OF MAKING ME WASTE TIME GOING BACK TO THE STORE THAN THE CUSTOMER SERVICE DEPARTMENT. IF THIS DOES NOT GET STRAIGHTENED OUT AFTER THIS LAST TIME I AM GOING TO HAVE TO TAKE FURTHER ACTION BECAUSE THIS IS TOO MUCH GOING BACK AND FORTH  I HAVE NEVER DEALT WITH THE PERSON RESPONDING TO THIS COMPLAINT SO I HAVE ALL MY NOTES AND DATES.  NO ONE EVER OWES MONEY AFTER THE FACT I HAVE TO GO INTO THE STORE TO PURCHASE SOMETHING ELSE TO FIND OUT I OWE PLEASE THIS IS SO DAM LAME IT IS NOT FUNNY. AND VERY DISGRACEFUL FOR A BIG COMPANY TO DO SOMETHING LIKE THIS. I HAVE PURCHASED LOTS OF FURNITURE FROM BOBS AND NEVER ENCOUNTERED A MESS LIKE THIS AND I DON'T GIVE UP WHEN I RIGHT AND I HAVE THE PROOF NOT EVEN DOES THE STORE BELIEVE THIS.....
Sincerely,
[redacted]

Good Afternoon [redacted],
I’m sorry to learn of your disappointment in the set you purchased
and the lack of follow up your concern has been receiving. Your account records
indicate that one of our ‘Account Management Specialists’ reviewed your pictures
and did not locate any...

“peeling”.  Your
account indicates that a few spots of wear and tear are noticeable off the seams
however this is not a defect in your merchandise.
If you are able to send me those same photos – thru this Revdex.com
mediation channel please – I’d be happy to review your case again with our
Service Management Team and respond with what, if any, recourse we may have to
offer you.
Kindest Regards,
[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.
The delivery was not able to be completed 9.12.16.  As this was our third attempt we can either
honor the customer’s request to have the merchandise picked up for a refund or
we can offer to compensate back to [redacted]
 
We ask that the customer responds to us thru this Revdex.com channel to advise if they
would like the merchandise picked up for a full refund or they would like to
proceed with the next attempt scheduled 9.14.16 and receive the compensation to
the [redacted] account.
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good
Morning Revdex.com-
We
are very sorry that this sofa did not live up to the customer’s
expectations.  In an extreme effort to
meet this consumer’s demands for resolution we will make a one time only
courtesy offer for resolution (listed below). Should the customer wish to
accept this...

offer simply reply to the Revdex.com mediation site.  We are willing to go outside of policy due to
the number of attempts and services this customer has had to endure.
I
have reached out to the depot in Harrisberg concerning the property damage.
As this is a one
time courtesy- It should be expected that for any future occurrences of concern,
on any other sales order, this individual consumer is agreeing to adhere to the
terms and conditions of their warranty coverage and the determinations of Bobs
Discount Furniture’s Service Professionals. Our Service Policy is fully
disclosed on the customer’s sales invoice and provided at the time of sale.
Courtesy Offer
for Resolution:
We will offer to pickup the sofa only for
a refund back to the customer’s original method of payment.  If you accept this offer we can cancel the
scheduled service and create the paperwork to have the sofa picked up for a
refund back to the customer’s original method of payment or as a corporate
check.  If you accept this offer I will
email you directly with the refund information and offer dates to schedule the
pickup.
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 delivered on 9.17.16 and at the time of purchase, the customer purchased the option of [redacted]...

[redacted] 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 are very sorry for the damage that is being reported.  Unfortunately, putting a rocking or bouncing seat on top of the table is not a manufacturing defect it is also not damage resulting from a single accident.  This is not damage that is covered under [redacted]  This was damage that was caused by a deliberate act.  While we are sure the customer did not intend on the damage, it is reasonable to believe that putting the seat on the table, without protection, could result in damage.  Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com- We are very sorry if the customer was not informed of the 60 days they had to use the return authorization.  We have already extended the credit and the customer is scheduled for 9.6.17 for the exchange.  At that time the customer must return the desk to receive the...

new merchandise.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Dear Revdex.com,
We are very sorry for the miscommunications. 
The credit for the reselection was already created and posted to the
account.  This customer is able to go to
the store and reselect as soon as they are ready.  Advice the store you have a reselection
credit in the...

system, they will apply the credit as payment on the new
sale.  They will schedule the delivery
and the pick up of this merchandise at the same time, so the customer will not
be without merchandise at any time.  We
hope the customer can find a new set that they will love for many years.
 
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 exactly what I expected.  I expected Bob's to do exactly nothing in compensating me for having $510 tied up for over 2 months.  I had to give my credit card number again and got another receipt for the new transaction for the refund.  I would like to know what happened to the original transaction on March 9th and why it took them 2 months to figure it out.  It's unacceptable that a business can just hold onto someone's money for that long after charging me on the correct account.  I had 2 credit card's billed for that amount that I had to come up with to pay at the same time and Bob's couldn't have cared any less.  I understand there could be accounting complications but I was continuously told a different story every time.  I called so many times the same lady at the store got sick of me and started giving me an attitude saying it was processed and she doesn't know why I don't have it.  Then customer care says there is an accounting error and they fixed it.  Then they can't fix it and need my credit card again.  Flat out disgusting that a business has that sort of ethics and lack of concern for their customers.  $50 is a joke and isn't even enough to purchase something in their store.I do thank the Revdex.com for assisting me, I'm not sure if it was the Revdex.com, me calling so frequently, or [redacted] Financial attempting to work with Bob's to resolve their issues.  But at least it's resolved now.  [redacted] will be getting all future business from me since this is now the 2nd time it's taken 2 months to get money back.  I just ask the Revdex.com to forward this along to Bobs to make sure they understand how disappointed I am by their customer service.Thank you Revdex.com, not Bobs.
Sincerely,
[redacted]