Blue Ridge Travel

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

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

Complaint: [redacted]I am rejecting this response because: As we have secured the delivery drivers signature/statement that in fact there was NO MATTRESS OR BOXSPRING TO REMOVE uopn Delivery of New Mattress Set.
How could anyone in thier  right mind feel justified in charging the customer this fee when in fact there is nothing to ReCycle or remove... Even if it is a new state policy?  That would mean I get stuck twice when it comes time down the the road to remove this one as well the 1st time I am paying for something that does not exist.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: 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]

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.
Bob's responded in a timely fashion and rectified the situation.  I am very satisfied with the outcome and appreciate your efforts.
Sincerely,
[redacted]

Good Afternoon, I sincerely apologize for the inconvenience the availability of your part order has caused you. I can understand your frustration.   I truly wish we could get this merchandise to you sooner than the current planned date of February. Parts are ordered directly from the...

vendor, they are not something we keep in stock.  This particular vendor does have an estimated ship time that is a little longer.  As we do not manufacture merchandise ourselves, we are forced to rely on our vendors to ship parts when necessary. Again I truly apologize for the inconvenience this experience is causing you and that you are forced to wait on the furniture you purchased to again be perfect. If there was anyway to get the parts to you sooner, I assure you that we would take that route immediately. It is certainly not our intention to advise you on an estimated date and have that date come and go without the parts.  When we place a part order, the vendor advises us when they plan to ship.  If they are not able to ship at that time, or the parts get caught in customs there can be delays.    Kind Regards, Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

Thank you for your help. However I believe they should issue some type of discount to this entire order. After I picked up the foundation and went home to put it on the bed I noticed that there are scratches all over the furniture from when they set it up. Also my queen size bed protector did not come with the rest of the furniture. This has been the worst experience of my life and I will never purchase anything from them again. 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Good Afternoon Revdex.com,
Please pass on our sincerest apologies to the customer and their in law
relative for the concern they have existing. The customer signed an agreement
with an entirely separate company from Bobs Discount Furniture – the agreement
that the customer’s relative is referring...

to signifies that it belong to the
Acceptance Now Company – not Bobs Discount Furniture.
Having been a sales person myself I can confidently state that
this type of agreement is commonly reviewed with an Acceptance Now
Representative and signed with an employee from that company directly. We do
not train our sales professionals or customer care agents on the inner
workings, terms, or conditions of this contract as it is a document that our
company is not authorized to manage, update, or change in any way.
Our records show that the furniture purchased was delivered in
August of 2015 and we haven’t been made aware of any damages to the furniture
or defect concerns since delivery.
We are unable to approve a return of this merchandise or arrange
for a refund of monies that the customer has been paying to the Acceptance Now
Company directly.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
Pet damage from bodily fluids is covered under the
policy.  That is considered
accidental.  Pet damage from nails and
teeth  has never been covered under the
plan.  We are very sorry.  This is not a manufacturing defect.  It is damage that was caused in the home and
is not covered. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- Due to the nature of this complaint, we have reached out to the customer directly to request photos of the concern the customer is reporting.  We ask that the customer follow the instructions on the email and send photos of the area of concern.  We thank the Revdex.com for...

giving this customer a way to reach us on this issue.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com,
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the agreement that the customer is
referring to signifies that it belongs to...

the *** *** *** – not Bobs
Discount Furniture.
I can confidently state that this type of agreement is commonly reviewed with
an *** *** Representative and signed with an employee from that company
directly. We do not train our sales professionals or customer care agents on
the inner workings, terms, or conditions of this contract as it is a document
that our company is not authorized to manage, update, or change in any
way.
Our records show that the furniture purchased was delivered on May 25, 2016 and
we were made aware of damages.  We
completed an exchange and service on July 28, 2016.  We have not been made aware of any issue
following those actions.
We are unable to approve a return of this merchandise or arrange for a refund
of monies that the customer has been paying to the *** *** ***
directly.   Only *** *** can approve any pickup, as it is their contract.
Kindest Regards,
Tracy ** S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because:There are not inconsistencies in the account of what happened , your driver is a liar , and your service people are rude . Your driver called me at 6:40 am to say he would be there in the afternoon sometime , and he called again at 3:04 pm that he was already at my house  ( if you'd like a copy of my cell record , Id be more than happy to post on here since you've elected to use a public forum to imply I was lying !  He at that time stated he wouldn't stay more than 30 minutes , I was back at my house at 3:24 and he was NOT there , that is also when I called your rude customer service people . YOu are welcome to stick with whatever story helps you sleep at night , the bottom line is , you broke a scheduled appointment , you didn't follow your own protocol to notify me 24 hours in advance of my delivery window , you didnt even give me a window ( "I'll be there sometime this afternoon " is not a window , your driver lied and didn't even wait 30 minutes let alone the hour notice I requested All of this can be proven with phone records , but clearly you are not interested in customer service and this was a wasted exercise because you've done nothing to rectify the situation and instead made it worse by insulting me and my intelligence . You can however know that you will never have to endure me as a customer again , as I will NEVER shop at Bob's again and will be sure to tell everyone I know of my experience with Bob's via social media and in person .
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: As they said for 2 years I have not had an "accident". The one time I do I ask for assistance from a plan I paid for and have been rejected. As I said I will never shop at Bobs Furniture again nor will I recommend anyone to or purchase this additional plan. I will be sure to notify others also.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Complaint: [redacted]I am rejecting this response because:There was no accident, spill or Tear... This couch is not even two years old and I live alone so this couch gets limited use and shows wear and tear of a couch that is 10 years old. If we cannot come to a resolution I will be warning people on Facebook and instagram to stay away from Bobs products since they do not hold up even when used minimally And customer service is terrible. Photos will not load Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and am just going to take the $109.99 and go on about my business. I will never spend another dime of my hard earned money at Bob's Discount Furniture as they do not care about customer relations. All I can do is quote the good book in regards to situations such as this one:[redacted]And truly I trust that God will make amends because Bob's Discount Furniture surely hasn't. 
U
Sincerely,
[redacted]Former Bob's Discount Furniture Customer

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.
However, I would like to contact the business directly to provide them with video footage from my security cameras at my home to prove my account to be correct. I have all of the information that was asked of me and have further comments to respond to as asked by the corporate liaison from Bob's. Could I please be advised as to what the next step would be? Thank you.
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are very sorry that this purchase did not work out for the customer.  We have already picked up the chair, the delay was caused by the wrong chair being written for pickup, this customer had two chairs delivered on the same day, to two different addresses.  The...

other chair had originally been written up and scheduled for pickup.  The customer can call the store to have the original credit card used credited.  The customer must provide the credit card number Visa ending in 0140. Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because: according to them the merchandise was shipped to there warehouse in [redacted]t. What happened to it. It was a special order? It was suppose to be rerouted to [redacted] warehouse and then back to me. They story changes every time we make an inquiry. Did they ever have the merchandise?
Sincerely,
[redacted]

Good Afternoon Revdex.com,  
We are sincerely sorry for all of the
issues that this customer has had to endure through this process.  This is not the typical Bob’s customer
experience.  If it were, we would not be
growing at the rate we are.  For this
customer we are sorry that the purchase has not been an enjoyable
experience.  It is obvious due to the
multiple issues; this customer has lost faith in us.
At this time Bob’s has completed the delivery and exchange
process for this customer.  We would like
to offer as final compensation to refund the customer $229.99 to the customer’s
Wells Fargo account.   This does not
refer to or have any bearing on the property claim that is still pending
through [redacted]. 
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison