Blue Ridge Travel

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

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]

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 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,
[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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and I will keep the exchange date of February 20, 2016 to remove damaged sofa bed in exchange for a new one.  The problem is not making the payments, the problem is having the same item shown to me in the storeroom ( which I tried out, sat on, and decided would fit well in my home) be the same one sent to my home and in the same condition.  The firmness of the seat cushion in comparison to the the firmness of the back cushion is what made me purchase it.  Then after the purchase, my problems began with bobs furniture discount.   From my problems, your company offered me $25 at first then $75 store credit ultimately for it taking more than 3-4 weeks from the original date of purchase to delivery all the pieces, assemble them, and for the poor customer service representative communications I received during the whole fiasco.  The compensation I received was unsatisfactory due to my inability to use it.  There is nothing in your store that costs below $75 because I am not spending another dollar in your store ever again, so anything I attempt to get, must come to the entire amount wiithout me putting anymore money from my pocket to get it.  But I accepted it because at that point, I finally had all the pieces in my home.  Now this new problem, I've only had these pieces for a short time when I first called to complain that the cushions were low.  I was told to leave the sofa open to allow for the mattress to expand because the mattress supports the cushion and it is delivered in a box so it needs time to expand.   I did what I was told and that did not resolve the issue.  I called again and a technician was sent out.  He said that it was normal for the cushion to sit 3 INCHES  lower from the edge which does not make sense.  I have enclosed some pictures of the couch so your company can make an educated rebuttal next time. I suggest when technicians are sent out, you have them take pictures as proof of your customer disputes before you side with the technician over the customer.  The way it is now, when my guests or I sit on the sofa bed couch, the back of our legs rest on the couches frame and that can not be normal and it is totally uncomfortable as well.I am totally disgusted that bobs furniture discount could offer these minimal amounts to the customers who have real issues in there home with their products.  The offer of keeping the bad couch is insinuating that my issue is the cost, not the product and trust me its the product.  The offer should be in addition to not instead of for another inconvenience.  The overt nature of your business practice to offer defective furniture for discount prices is appalling. Once this is over, you have lost a customer in me.
I accept the offer of exchanging the sofa sleeper and reject take money and keep the damaged item.
Sincerely,
[redacted]

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]

Good Afternoon
Revdex.com
We've reviewed current
research and have consulted with professional, and knowledgeable, entomologists
who have cleared up a lot of misconceptions about these insects.
 
People often correlate bed
bugs with furniture yet we are aware of no research that would even suggest
that bed bugs originate from new furniture.  According to the Centers for
Disease Control ("CDC"): "Bed bugs are usually transported from place
to place as people travel." As a result, bed bugs are
commonly found in areas such as college dormitories, nursing homes, movie
theatres, hotels, multi-dwelling housing and they can even go undetected in a
home for months hiding in/under carpets, curtains and wallpaper. The CDC’s
government website will provide you with additional information regarding bed
bugs.
http://www.cdc.gov/nceh/ehs/topics/bedbugs.htm
 
While we can appreciate [redacted] concerns,
please rest assured that Bob’s Discount Furniture takes great pride in our
reputation and record for delivering quality products to our satisfied and
loyal customers.  Any claim that the source of bed bugs was a wrapped new
furniture product, delivered more than a year ago, is plainly without merit.”

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]

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

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]

Good Afternoon Revdex.com-
We are very sorry that we did not make our response
clear.  The customer did not follow
[redacted] claim process.  The claim was
denied due to multiple damages, reported to [redacted] by the customer.  The business has every expectation that a customer
purchasing the protection plan would familiarize themselves with all the
aspects of the plan after purchasing.  It
is clear that the customer was not aware of the claim process. 
In an effort to try to assist the customer we will offer to
cover half the cost of casings if the customer would like to purchase the
casings.  I believe the set has 5 seat
casings.  If all the seat casings are to
be replaced the total cost would be $360. 
Bob’s will cover half the cost. 
Or, we will offer to refund the cost of the [redacted] policy.  If the customer would prefer that option, we
will cancel the [redacted] policy; there would be no remaining warranty after the
paperwork is finalized and the refund processed. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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]

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

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!

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]

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. ________________________________________

Good Morning Revdex.com-
We are very sorry that this mattress did
not live up to our expectations.  Our
mattresses have the best warranties in the business; it is very rare that one
of our mattresses fails.   We certainly
can offer to replace the mattress as it was clearly...

defective.   We do not offer refunds on any merchandise
delivered into the home.  The reselection
is in the system and the customer can go back to the store to reselect to a
different mattress or we can exchange for the same mattress.  If the customer wishes to have the same
mattress delivered they can call customer care any time to set up the delivery,  if the customer wishes to go back to the store
to look at our mattress selection, the credit is in the system for the
reselection. 
We are very sorry for the issues with the
delivery team.  It does sound as though
they may have been a new team, we apologize that the delivery was not completed
to the customer’s satisfaction.  It is
not normally the team’s responsibility to put on the bed protector for the customer,
but is certainly something we can do.  We
ask that when the customer schedules the new delivery, he asks that to be noted
in the delivery comments, so the team will be prepared for this task.
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]

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]