Blue Ridge Travel

Good Afternoon Revdex.com,
I’ve just spoken with our customer by telephone and
provided her with my direct email address so that I can review her photos and subsequently
discuss what options for resolution we
may have available for her concern.
Thank You,
Stephanie A. G[redacted]
Bobs...

Discount Furniture
Customer Care Corporate Liaison

Good Day Revdex.com,
Please pass on our sincerest apologies for
the inconvenience the multiple deliveries 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 their concerns...

have
been resolved.
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 do not offer apology monetary amounts based off of any
individual’s time and we are unable to offer a discount off of factory fresh
product that stands in the home in good condition.
We will be reaching out to our customer
tomorrow after delivery has been completed to offer the compensation we believe
these failures do warrant.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
We are sincerely sorry that this customer is experiencing issues
with the merchandise that they purchased from Bob’s.  I see the purchase was delivered in April of
2011.  At the time the sale was created
the customer purchased [redacted].  This
gave the...

customer five years of protection from accidental damages. The
warranty for manufacturing defects was one year.  This customer is considerably outside of the
one year warranty. 
We sent a service technician out to the home on 3/8/16.  When this was set up, it was made clear to
the customer that this was a “Best Effort Service”.  We were happy to send the tech to the home to
repair whatever might be able to be repaired, but it would not include parts or
replacement.  This was again explained to
the customer after the service was completed.
In an effort to ensure our customer’s claim was handled fairly by
[redacted]  I was able to obtain the denial
reasoning in reference to this claim. 
[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. None of the issues were reported to [redacted] as
verifiable accidents, for each damage, the customer answered that they did not
know how or when the damages occurred. 
The customer admitted they were outside the policy limits for reporting
damages. 
As this customer is far outside the one year warranty and we have already had a
Best Effort Service appointment, we are not able to offer any recourse to this
customer.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison

Good Afternoon Revdex.com- We are very sorry for the frustration.  This was resolved and the customer is currently scheduled for their exchange for 12.16.17. Sincerely, 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...

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

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

Dear Revdex.com,
We are sincerely sorry for the delay in having this
claim rectified.  We have reached out to
the depot for more information.  They have
assured us that they have since contacted the customer and are working towards
a resolution. 
 
Please advise if...

there is a breakdown in communication
again.  We were not aware that this claim
had not been closed.  We would not want
this to fall through the cracks again. 
Kindest Regards,
                                        ...⇄ /> Tracy [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.
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 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: Bob's is doing nothing to restore my trust. I've tried scheduling the delivery multiple times, including once through Revdex.com where I was informed it could be delivered last Friday, May 26th, which was then recanted. At this point I no longer want the replacement and just would like a full refund as I will never be shopping at Bob's again and have already talked away several individuals from buying Bob's furniture since they are a scam. 
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

Good Afternoon Revdex.com,
While we are very sorry that this customer is no longer
willing to work with us through the Revdex.com mediation service to make this
situation right we are even sorrier that they think so poorly of the efforts we
are making.
The customer clearly asked for a new table and a discount on
that new table.  This is not something we
can offer to any customer.  I can replace
the table, or I can discount the table. 
That offer still stands. 
As for refusing to
pay his bill, that is certainly his choice.  Bob’s
has already been paid for the merchandise. 
He purchased through a third party, so refusing to pay will
unfortunately affect his credit.  We are
sorry if he feels he is left with no options, but he continues to refuse our
offers to exchange the damaged product. 
This is all clearly noted in his account.
We have offered compensation to this customer for our
delivery failures.  We have tried to make
everything right for this customer, if this customer no longer wishes to
utilize the mediation service that is also his choice, our offers still stand.
Kindest Regards
Tracy S[redacted]
Corporate Customer Care Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because: "normal wear and tear" is a convenient phrase to not live up to factory defects which are covered by "PLUS COVERAGE" protection that they charge extra for.A sofa and chair should last alittle longer than almost 2 1/2 years under "normal wear and tear"
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint[redacted] and find that this resolution is satisfactory to me.
There were three options available and my wife and I have elected to choose the second option as listed below: Option Chosen: To wait for the item the customer initially
purchased with the understanding that the tentative delivery date will be on
2.13.2016 (as long as there are no unforeseen events with this shipping
container I.E –U.S. Customs can and may detain the vendors container in port)
and we will return 10% of the customer’s BED
–HEADBORAD/FOOTBOARD/RAILINGS merchandise purchase price plus the delivery charge after the delivery has been
successfully completed to the customer.
Please advise in what method the 10% of the specific merchandise purchased as well as the delivery charge will be returned after the delivery has been successfully completed.
Sincerely,
[redacted]

Good Morning Revdex.com,
I have personally contacted [redacted] today (7.21.2015) and sincerely
apologized for the mistake in our advertising as well as the lack of care he received
at our store level when initially reporting this to us. We are very embarrassed
about this error and I have thanked...

[redacted] for bringing this to our direct attention.
We have pulled the current sales floor line up sheets from all of our retail
locations and begun making the necessary corrections to our communications. We
have made this error right by refunding our customer a fair percentage off the
purchase price paid for this particular model loveseat. As discussed with our
customer, the active warranty protection will remain active for its original
five year term.
We expect our customer to receive the refund check in no
more than 14 business days and the customer has been provided with my direct
telephone number should any follow up to this concern be needed.
Kindest Regards,
[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]

Good Afternoon Revdex.com-...


We are very sorry that this piece did not live up to the customer’s
expectations.  The customer was given the
reselection they were seeking and is set up for the new merchandise to be
exchanged with the pushback chaise.  We
hope the new merchandise will be a better fit for the customer. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture