Blue Ridge Travel

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]

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

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] I have photos of the piece the inspector ripped out and the piece it self. I called [redacted] a week and a half later because I was told from the inspector it takes about 2 weeks for my paperwork to be processed and told [redacted] what the inspector did. they have it all on record. I want a full refund including tax and delivery and the charge of the warranty for the TV chest since he was not suppose to touch any of my furniture. He lied on my paperwork so I would not be covered for anything because of his doing along with some defects in some of the other furniture for the bedroom set.  if this matter can not be settled I will be getting a lawyer and suing the inspector that came on august 16, 2016 along with suing bobs and [redacted]. How do you have people like that working for you. he is a liar and broke my furniture whether the drawer was opening or not. He pulled my drawer out of the TV chest and ripped out the whole right side of my panel that was attached to the wood. Your company are liars and thieves and if this is not settled you will be hearing from my lawyer and then I will be getting the money back for my whole bedroom set.

Complaint: [redacted]
I am rejecting this response because:The seat casings do not need to be replaced. I also do not want a refund on the warranty. I want the service completed that I paid for. Simple. 
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.
I will accept the $100 I have an order pending. It can be applied to that.   Thank you for all your assistance.    Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: when we talked and you offered to replace the furniture your sales people have us a Wednesday morning appointment and said to him are you sure about this time because I have to take time off work.   He said ITS CONFIRMED!The next day they cancelled the appointment because the salesman gave us wrong information.   I told them I took a half day of work and now your not coming?!?!  I lost a half a days pay!!!!!   They said how about Saturday?   I asked what time because I work Saturdays.. they told me they don't know?     Really?    So I am just going to last around until you find a time?  A lose another days pay? 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]  The inspector touched and ripped out my whole right side track of my drawer and left me the piece. This was on my TV chest on the first drawer. I want my full refund for TV chest cost including taxes, delivery fee and [redacted] I will not accept that I have to pay for what the inspector did.

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-
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 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

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.
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 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...

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]

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 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

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,
We are very sorry that this customer remains dissatisfied.  We can offer to refund the delivery charge
back to the original method of payment. 
If the customer would like to accept this offer, they can reply back to
the Revdex.com that the offer is accepted and we will create the paperwork and send a
copy to the customer directly.  The customer
would then need to reach out with the credit card number.  For security, we are not able to see the
credit card number in our system. 
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 once payment is received.
Sincerely,
[redacted]

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