Blue Ridge Travel

Good Morning Revdex.com-
Please pass on our sincere apologies that the
customer has both had to deal with issues with the set and also having delay
and miscommunications. 
 
I see at this time we do have a service technician
set to come out on 3/18/16.  I will
checking back...

on the tech report on Monday 3/21/16 to see if he was able to
adjust the pieces or if he found there to be any manufacturing defects on the
set. 
 
If the tech does find there are any manufacturing
defect that can not be corrected with either service or parts we will be offer
alternative recourse. 
 
SERVICE
POLICY
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickup. Our mattresses and motion furniture may carry
additional factory guarantees. You must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians to inspect the item
and service it to factory standards at no cost to you. If the Service
Technician determines that the factory defect is not serviceable, we will
replace the affected item, one time. If the item is no longer available, you
may reselect to other merchandise or we will refund the purchase price. In the
event of a reselection we will charge or credit you for any price difference
between the original and the re-selected item. Merchandise purchased from our
“Pit” or Clearance Centers that is not brand new/factory fresh is excluded from
these factory defect guarantees. Normal wear and tear or customer-caused
problems are also excluded. Service can only be provided within our serviceable
area to the original purchaser as stated on your sales receipt.
 
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture

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

of
Goof Proof 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. 
I was able to pull up the customer’s warranty card showing
this was covered from December 2014. 
There was a claim submitted in August 2016 that was denied.  The customer called in damage that a child
caused damage, she was unsure how.  That
does not meet with their guidelines. 
The customer has utilized their warranty through Bob’s
making it impossible to offer a refund on that warranty.  In February of 2015 we used the warranty to
cover replacement parts for issues with the Falmouth cocktail table. 
We have attached the photos from the claim on the
chaise.  The warranty card showing when
the plan started.  The Goof Proof Plus
flyer showing what is covered and by which company. 
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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

Good Afternoon Revdex.com, Please pass on our apologies to [redacted] for the inconvenience the delivery team’s negligence may have caused and may continue to cause to she and her family. We assure [redacted] that his property claim has been correctly filed with the third party trucking company involved and we will...

ensure the obvious coaching concerns presented are addressed accordingly. [redacted] has been offered a settlement, mailed out of the delivery company’s office on 2.8.18.  It must be signed and returned to allow for payment to be processed. As for the customer’s request for return of the merchandise, the customer did not purchase from Bob’s.  [redacted]  They must submit any requests to alter or cancel the contract to them.  Bob’s is responsible for the manufacturing warranty on the pieces only.  Kind Regards, Tracy Sa[redacted] Bobs Discount Furniture Customer Care Corporate Liaison   Tell us why here...

Good Afternoon Ms. [redacted],I attempted to call you as requested, but received your voicemail and left a message. I apologize for the multiple delivery attempts of your furniture. Our records indicate that we have since successfully delivered your furniture.  As a result of the...

inconveniences, I will be happy to refund $100.00 of the $149.99 delivery fee.Please contact me at your convenience.Thank you,[redacted].

Good Afternoon Revdex.com- We are sincerely sorry for any confusion- the customer paid for the 1st ottoman via [redacted]  They then added a second ottoman that they paid for with cash.  The first otto was not available.  The second otto that was paid by cash was delivered with the rest...

of the merchandise.  [redacted] policy is the customer can only be billed for what is delivered after the delivery is completed.  As we were never able to deliver the ottoman that was purchased via [redacted] they were never billed for it.  We are very sorry; Accounting would not be able to issue a refund by check for a piece that the customer did not pay for.  If they require more information on what they were billed for, [redacted] can go through a detailed report of the items they were billed for.  Due to the misinformation the customer has been given and the delay and then being told the original otto was not going to be available, we have credited the [redacted] account in the amount of $150 as a token of apology for these issues.  Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture   Tell us why here...

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]    If bob's will not honor this claim, than the goof/proof   5 year warranty should cover it. the sales people at bob's encouraged the purchase of this warranty. I have a broken couch and will have to purchase a new one. Another problem is that I also have a matching love seat. Can I match a couch to it?  The furniture is discount. Iam only asking for a replacement. not the entire store!

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 Afternoon [redacted]
I am very sorry for the multiple issues you
have encountered.  I can assure you that
this is not the typical Bob’s experience.
 I
have reviewed the account and it appears the only pending issue at this time is
one drawer was missing hardware; this...

hardware was shipped out from our
[redacted] warehouse on 6/10/16. I am concerned that you state there is an
issue with the frame, which is quite different then an issue with one drawer
missing hardware.  If there are other
pending issues beyond the storage drawer please advice so that we may correct
those issues.  I have created the service
for the hardware installation, so when you receive the hardware you can simply
call in and schedule.
We do only offer compensation one time,
once the delivery is completed.  The
reason we offer it once the delivery is completed is that way we can take any
issues into account, before making the offer. 
The reason for this is basically what you are now experiencing, once the
compensation is offered and accepted we normally would not be able to change
the agreement. 
I would be willing to review this account
once the drawer hardware installation is complete to make a determination what
additional compensation is justified. 
Kind 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.
THANK YOU BOBS!  Greatly appreciate your assistance.
Sincerely,
[redacted]

I am rejecting the offer. I see they are trying to help make things better but we just have been through so much headaches with all of this and I just don't feel like this is a proper solution. There is nothing they offer that we want or are even interested in for $130 credit and I am not willing to spend anymore money than we already have with them. I understand they are offering the $80 refund back to our payment method, but when we spent over $1400, $80 almost seems like an insult. I think if we were to get fully refunded for the delivery charge(which was $130 plus tax) that would make me feel a little better about things and at least start to look at Bob's more positively. ________________________________________

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.
My mother and I received the [redacted] package containing our refund check yesterday morning shortly before heading out for the day. A signature was required, which we did know and we are glad that we were still home and able to sign for it. At any rate, my mother and I plan on depositing the check into our account today and we hope that there are no further issues and that the funds are actually there.
Thank you,
[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]

Complaint: [redacted]
I am rejecting this response because:Bob's Furniture is the person who sold me the contract.  I tried to work with [redacted] 3 pictures were sent directly to ###-###-####.  To me this is a scam to have others purchase something they aren't standing by.  The person I spoke to at [redacted] was Amber, all she would say was it wasn't covered (in first complaint you will see what I had covered).  I even suggested to Amber they send a tech out maybe my pictures aren't good I am not a photographer.  How can they cover items if you spill nail polish on it gum etc gauges, chips, etc and not stand behind this.  To me its not only a Bob's issue its a [redacted] issue.  [redacted] isn't the person who sold me the insurance Bob's sales person did and send you ever have a chip, scratch etc call them immediately.  To me they took my extra money and sold me nothing in insurance
Sincerely,
Debra G[redacted]

Complaint: [redacted]
I am rejecting this response because:it’s misleading because it’s sold saying “anything” that happens to the furniture, they will try to fix it or replace it. It’s not until you’re making a claim , then  your given the tap dance of oh let me see if that’s covered. Just so happened the incident with the table fell under what they considered an accident. I was pleased and purchased more furniture with the coverage. Thinking they would do what was promised to me. I will never purchase any more discount furniture from Bobs. I am currently looking for furniture for an additional room and Bobs will not even be considered because the furniture is cheap and the protection plan is a joke. Everything I’ve purchased is a mess. I’d rather pay for quality furniture that will last than to pay for cheap furniture with a cheap protection plan. A protection plan requires more than a bottle of furniture cleaner/polish. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
That was not my most recent claim that one I gave up on and this one was for the headboard being cracked which was from the bed being moved and this claim was submitted aug 12 th when my husband was  on the phone for 20 mins because they were claiming it was a manufacturing issue.
Sincerely,
[redacted]

Complaint: 11736984
I am rejecting this response because:
II am not going to continue going back and forth with a bunch of liars. I have already reached out to an attorney to pursue this situation.Best of luck to anyone who purchases from them. They will never receive any business from me ever again. 
Sincerely,
Richelle Hawkins

Good Morning Mr. [redacted],I have researched your account, all supporting documentation and been in constant communication with the supervisor of our Corporate Accounting department. I have been assured that the refund in the amount of  $510.26 was processed and released to your [redacted] card on...

April 29, 2015; it can take up to one full billing cycle for the credit to post to your account however, it expect that it will be much sooner.  I have yet to receive an explanation for the delay and/or handling of your credit however, I have extend my sincerest apologies to you for the inconvenience and service you have received along the way.Our records indicate that we issued a $50 gift card on April 24, 2015, as a token of our appreciation for patience and business. In the event you do not receive the refund by your June billing statement, please contact our customer care center.Thanks[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

Good Afternoon Revdex.com-
We are sincerely sorry for any miscommunication to
misunderstanding.  We are not sure is
there is an unanswered question.  Bob’s
is responsible for addressing manufacturing defects.  The tech that inspected the pieces found
damage that was not a result of a manufacturing defect.  We would not be able to offer any other
resolution.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture