Blue Ridge Travel

Good Afternoon Revdex.com-
We are sorry that the customer does not accept our
explanation. 
We have attached the product description from the mattresses
the customer purchased.  It clearly shows
the “cover” that the customer is referring to is part of the mattress.  The extra cover sent to the customer was not
part of the order the customer placed. 
It was the store trying to get them a better deal.  The customer remains dissatisfied. 
As this customer is within the comfort reselection period and
there was an error in the sale we can offer to pickup the mattresses for a full
refund of what was paid.  The return has
been written and the customer can call to schedule the pickup for refund at
their earliest convenience.  They would
need to have the original credit card used on the purchase.   For security purposes we do not have access
to the entire card number.  The store
does have a secure line or the customer can stop by any Bob’s store to have the
card swiped in store and schedule the pickup.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning Mr. [redacted], The [redacted] goof proof protection plan is designed to provide recourse against most common types of in home accidental damage, when properly reported. Your claim for the dining room chair would have been denied as the chair was being used  for the its...

intended purpose (sitting), when the damage occurred. Given the length of time that has lapsed since delivery (2013) it is difficult to determine if the damage to the chair is the result of a defect, normal wear and tear or an accident in the home. The one year manufacturer warranty expired March 2014 and based on your explanation of the damage, it does not seem that our technician can repair the chair.Bob's Discount Furniture appreciates your business, unfortunately we are unable to honor your desired resolution for a full refund of the dining set you have used since 2013 nor can we refund the protection plan. As a token of our appreciation for business I will be happy to issue a $50 gift card which you may use toward the purchase of replacement chairs.Thanks[redacted]

Good Morning Revdex.com and [redacted],
We absolutely apologize that you are having
issues with your mattress.  We have
recently changed our policy on mattresses and staining.  It was in the past very black and white, if
there was a stain, warranty was voided. 
We do now honor the...

warranty if the stain did not cause the defect.  There are cases where a spill on the mattress
breaks down the mattress material causing dips or pockets. 
Due to the change in the policy I would ask
that your submit photos to me, either through the Revdex.com mediation process or the
photos can be sent directly to my email [redacted]
*If the technician deems the defect
is not caused by the stain the Factory
warranty is not affected.*
*If the technician deems the defect
is caused by stain the Factory
warranty is voided*
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer.
 Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

On Oct 18, 2016 Bob;s came w/railings to install on my daughter's Chadwick bed. This is the third day that I took off work. Once again, it was not repaired because the repairs that were done on 9/27/16 were done incorrectly. I have to stay home from work again tomorrow. I want to be compensated. I don't get paid when I stay home. Refund

Good Morning Revdex.com,
We are sorry that this customer has been so
disappointed by Bob’s.  We regret that if
the customer is unwilling to provide the photos requested we will have no
recourse at all we can offer.  We hope
that the customer will reconsider and submit the photos.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison

Complaint: [redacted]
I am rejecting this response because:  It is not the seat cushions that are sinking in, I have explained that numerous times. The problem with the seat cushions are the seams which is in the report as well....However the cushions are not what is sinking because I can take the cushions from the Sofa and put them on the Love Seat and it does not sink down like that......The second technician the one who thought it was appropriate to give us a lesson on how to sit on a couch had noticed it was sinking when I asked him to sit in the very spot of the Sofa where it was sinking and he sank right in....His response was that it was the cushions, but I explained to him that when I switch the cushions they don't do that on the Love Seat....He claimed he was going to put in a claim for new couch cushions because he stated it would address the problem....Well needless to say that never happened because when I called to find out what happened...He claimed to the company that all was well with the furniture...Which is a lie!!!! I think this is very poor business practices on the part of Bob's Discount Furniture. They must know very well that something is terribly wrong with the manufacturing of their furniture. They receive numerous complaints about their furniture being defected in one capacity or another and a tremendous amount of those complaints are of their couches sinking in...They are not a stranger to this, and they are very aware that their so called [redacted] Warranty is very shady and does not cover anything....They find every reason in the book not to honor or cover the warranty that the customers bought and payed for believing it would cover damages! I think that is horrible and dispicable business practices....They ought to be ashamed of themselves....I am going to be forwarding this to my attornies at J[redacted] offices for further investigation, and I will be seeking out other avenues as I feel this company ripped me off and has refused to make good on the warranty I paid for........I want a refund!! 
Sincerely,
[redacted]

Good Afternoon Revdex.com-
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
they are able to go to any Bob’s Discount Furniture
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 are offering 100% credit on the
stairway unit only.  This will fulfill
the one time replacement that the [redacted] insurance covers. I have set up
the paperwork if this customer wishes to have the new stairway covered for five
years the cost of adding [redacted] insurance would be $39.99.  We will cover the delivery fee and
installation.  When the team comes to
home with new unit they will remove old pieces.    If the customer wishes to have the GPP
added please call ###-###-#### when you hear Bob’s voice hit 1 to be
connected.  The store will be able to
schedule the exchange.
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Morning Revdex.com-
We sincerely apologize to this customer.  When one link in the chain does not perform
their assigned function the machine comes to a complete stop.  We do absolutely agree with this customer
that the team did not perform the job function with which they...

were
entrusted. 
We have reached out to their depot to both ensure
that we have a different team for delivery on 4/9/16 and that the team is aware
that the home is a little more difficult to find.  The team will be calling this customer to
advise when they are in the area, so that this customer may guide them to the
home.
We can certainly understand why the customer
feels they are entitled to compensation for this failure.  Due to the issue being delivery failure, I
would like to offer to refund this customer the delivery fee that was charged
on this sale.  We can refund that once
delivery has been completed on 4/9/16 and the customer is happy with everything
in the home, no outstanding issues.  As
we only offer compensation one time once delivery has been successfully
completed, this will be the final compensation. 
If this customer accepts this offer of compensation they need to call in
to customer care after delivery has been completed and advice if they would
like the refund on the [redacted] card or as a corporate check, if [redacted] is the chosen
option, please have [redacted] card available as we do not keep credit card numbers
on file. 
Kindest Regards,                                         ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
Please pass on our sincerest apologies to our customer for
the disappointment she is experiencing with her dining chairs. We have reviewed
her account and while there is no direct warranty remaining thru Bobs we stand
behind the quality of our merchandise even after the...

expiration period of the
warranty.
                Please note that if the customer is aware of
a safety issue it is strongly recommended that they discontinue use of the item
with the safety concern, as this has been disclosed by the consumer it is the responsibility
of the consumer to maintain safety within their own residence.
We have listed a courtesy option below for resolution,
should the customer wish to accept this option please have them respond to this
Revdex.com communication as ‘satisfied’ and they may anticipate this option being set
up/active in their account within two business days of their response.
We will provide a 60% store credit based off of the price
paid specifically for the six dining room chairs, we are unable to remove these
chairs from the home but do want to assist the customer in their quest for new
chairs. This store credit of [redacted] will not have an expiration date and can
be used within any of our showrooms should it be accepted.
Kindest regards,
Stephanie A. G.
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.
After sending letters to Bob's CEO and ALL IT'S BOARD MEMBERS at their homes as well as this complaint. I received a call from the CEO'S office scheduling a tech for this Saturday and assuring me that they personally will monitor this and guarantee this appointment will be kept. I'm just sorry I had to go to such lengths to have this resolved.
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.
Sincerely,
Andrew K[redacted]

Good Morning Revdex.com,
Please pass on our apologies for the processing error that has caused our
customer to experience such a tremendous amount of failure from us. The
customer’s merchandise was purchased in 2011 therefore the item is out of
warranty with us directly however the customer is...

completely accurate in
stating that they were approved for two (2) seat replacements and not just one
(1).
I was able to locate the original documentation that indicates the initial
order was intended to be for two seat casings and I truly apologize to our
customer that they have been met with any hassle in seeking their second seat.
I am unable to order the casing and core separately as the vendor only
offers the two parts as one. I have placed the order for the additional seat
casing/core for our customer (Service order number: [redacted])
and the current anticipated arrival time is late May of 2016.
Kindest
Regards,
Stephanie
** G[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because: the team never removed the merchandise from the truck and of course it was my word against theirs. I'm upset that I was only able to return part of my order. I was also told by a manager that I would be compensated for all that I've been through only to find out later that I was over charged and told that because in getting a refund ( in which I should) I no longer can be compensated for my troubles. Horrible service
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. Tracy has reached out to me and resolved the issue at hand.
Sincerely,
[redacted]

Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the lack of care our
customer’s property claim concern has been addressed with, I have reviewed the
customer’s concern and made contact with the trucking company involved seeking
an answer as to why the claim was denied....


The trucking company has communicated to us that the manifest
(paperwork signed) made no mention of the concerns with the window, which seem
quite graphic and alarming given the customer’s account of what occurred. The
Property claim was also called in four days after the delivery occurred and the
trucking company insists that they have attempted to make contact on 8.31.2015,
9.1.2015, and today (9.25.2015) with the customer and received no response. The
trucking company is also communicating that the customer has not tried in any
way to contact them directly to dispute the denial information sent out by them
on 9.2.2015.
At this time the trucking company has asked that we give them
until at least Tuesday (9.29.2015) to complete more research on this claim. The
trucking company has been provided with the customer’s email address (as posted
here) as well, as they continue to tell us they are unable to reach anyone by
phone. We are granting them the time requested for research and if necessary I will
make a direct follow up to this customer next week by Wednesday 9.30.2015 to
discuss the current status of this claim.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Ms. [redacted], Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize that the power lift chair and goof proof plan have failed to meet your expectations.Our records indicate that one of the chair motors was replaced in May 2013, after our...

technician confirmed that the motor mounts were defective. The part was replaced under the manufacturer warranty not the goof proof plan. Fast forward to your recent claim May 2015, our technical visited your home after you reported that the chair would not lift. Upon inspection the technician indicated that there was a short in the remote and it would work off an on when he shakes it. According to the comments from the day of service you indicated that you sat on the remote and believed that it began to malfunction after that incident and assumed that your goof proof plan would cover the repair or replacement of the remote. Goof proof is designed to provide coverage against most common types of in home accidental damage however, the remote is considered an accessory/hardware, which is not covered.Given the 2011 date of delivery, expiration of the manufacturer warranty (against the remote) and cause of damage, you would be responsible for the cost of the part as well as installation however, Bob's Discount Furniture appreciates your business and as a courtesy I will place a $50.00 credit on your account which you can use toward the purchase of the $95.00 remote and we will install/program, at no charge.I apologize if you believe the plan was misrepresented. I have attached copies of the goof proof plan as well as the manufacturer warranty.  Thanks[redacted]

Good Afternoon Revdex.com-
We can certainly understand the customer concern with having
it cleaned.  As I stated on my reply, we
normally would have the carpet cleaned and if that did not work, then we would
look at replacement.  We understand the
customer is frustrated with the process but this is in the hands of the manufacturer’s
insurance company to resolve.  Bob’s is a
retailer.  We do not manufacture the
merchandise.  We do have contracts with
the manufacturers that they are responsible for damages that have been verified
as caused by their products. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with us. I can see that this
situation would be frustrating and stressful to any customer.  I can absolutely say without hesitation this
is not the...

typical purchase and delivery experience.  On average we have anywhere from four to
eight thousand deliveries each day.  Less
then two percent have reported issues. 
That is an amazing statistic unless you are one of the two percent, then
it really doesn’t matter how many have been successfully completed.  We understand that.  I can see that this customer has made other
purchases that appear to have been successfully completed. 
There was an error on the refund paperwork.  I see there was a refund of $19.83 due the customer
from a previous purchase.  The store, in
error included this in the refund they created for this canceled sale.  The $19.83 was charged on a different credit
card, our system does not allow us to refund a card that was not the original
method of payment.  I am so sorry that no
one reached out to you to correct this and process the refund in a timely
manner.  That was unacceptable, and will
be addressed internally.  There is still
a refund on the $19.83 on the account, if the customer can call into customer care
or any store with Visa card ending in #[redacted] we will be able to get that back to
you as well. 
I am sorry that these issues have occurred causing this
customer to feel that Bob’s does not care or respect our customer’s.  That is truly not the feeling of my
coworkers.
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We sincerely apologize for the delay in having this concern rectified.  We have set up a return authorization for the [redacted] pieces in the home.  Return authorization [redacted] is active now and will be active until 1/22/18.  The customer should advise the store...

they have a return in the system, the store will provide the further details to the customer and schedule the delivery of the new merchandise with the return of the [redacted] set.  There will be no charge for this delivery.  As Goof Proof plan allows for a one time replacement only, this would fulfill that plan.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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 once payment is received.
Sincerely,
[redacted]