Blue Ridge Travel

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.

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.

Good Afternoon Revdex.com- We apologize for the concerns in this complaint.  We can certainly understand the customer’s frustration.  We have processed the requested refund to the method of payment originally used, [redacted].  We are very sorry we were not able to complete the delivery...

on the first requested date.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint[redacted]
I am rejecting this response because:While a "trained" technician dis come to my home to inspect [redacted] set, he arrived at my home as his last call on a friday. The gentleman listen to my complaints of sinking, uneven cushions again and a creaking noise when you sit back on the cushions, however never sat on the sofa or love seat. He advised me that he would put his report in and I would be able to call to see what the options were at that point. When I had called that monday, a report was not to be found and emails were having to be sent to a place called global and nothing was able to be explained to me until 10 days after my tech visit, even though I was recently advised that the report was put in on the same day at approximately 4:30 that same day. I even asked if another technician was an option, a second opinion and I was refused. I asked for a manufacturer phone number to speak to the manufcturing company myself and was also denied. Whike asking my questions to a supervisor that contacted me through bobs, I was told it was a requirement to apologize to me. I asked for a refund and I was also denied that. I originally paid $1200 for my original set. Recently when I tried to reselect another set I was advised by the salesman that steel was my best quality to go for. Two questions: Why are they selling furniture that is falling apart so quickly and then making the customer, me look crazy. Their technicians do not sit on the furniture to find the problems. The first set I had, a technician flipped my couch over to find a support vracket completely missing! This guy did not do that. They are also selling warranties for additional money and expecring customers to say that something accidental happened when I clearly know nothing that is wrong w my set it at any fault of my own. I paid good money for the original set, paid for the additional warranties, taxes and delivery. I also paid bobs to take a brown chair out of my home bc I didnt want mismatch furniture in my home.now I am expected to pay for a new delivery fee again. Whikw on the phone w bobs customer service reps, I am being treated terribly after I have waited for hours to get on the phone w a representative. I would NEVER reccomend Bob's to anyone I know. I have never had such a bad experience with a company, especially after I have been inconvenienced so many time. I feel like I am the one doing something wrong. I paid for the furnirure and I just want a quality piece of furniture. I am not asking for free furniture because I have paid more than this furniture is worth! I also understand that the chosen set cost is more than my credit, I am not disputing that. But I think as a customer that has been more than patient with rude representatives and supervisors, I should get something additional for my troubles. If I dont take a stand and let someone know my terrible experience, this will continue to sadly happen.    Also, o e last point. I was given a COURTESY reselection. Yet Bob's is srill continuing to collect more and more money off of me bc they refuse to pay for delivery. All because their technician doesnt know what is wrong with my sofa set. They refused to send another tech out. They refuse to pay delivery. Yet they will sell furniture that sinks,  frame bends and squeaks. im suree all those problems will appear in his ipad picswhich is the Only thing he did. 
Sincerely,Frustrated, disgusted and broke
[redacted]

HiThank you I did get the check on Saturday but what about the other check for the bed and table where I asked to cancel the goof proof weeks ago, I called customer service today after 1pm was hung up on then called again and the gentlemen said that the check processed 9/14 was the check requested in August so I said it takes a month for a request to go through. He said they are processing another check for the bedroom good proof but I do not know if that is true. Please do not ask me to call customer service again because I get the run around and have to be put on hold for information to be checked. Attached is the best pic I could take for the damage under the headboard. A better picture would require me to take it all apart which the delivery guys put together. They should of informed of the damage but they said if an item is not accepted on delivery date they get an incomplete. They said they have markers to fix it but a marker can not fix a damage to a headboard that has a chipped piece. 
Complaint: [redacted]
I am rejecting this response because:
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.
  The resolution offered was a refund so I may purchase the bar stools elsewhere, a refund check is forthcoming.   It is sad that the vendor did not agree to this with me directly and that I had to involve the Revdex.com.  Thank you so much for your assistance
Sincerely,
[redacted]

Good Afternoon Revdex.com- The customer has already spoken with customer care and we have exchanged the damaged merchandise and compensated the customer for the failure.  We are very sorry that this delivery was not completed in the first attempt. Kindest Regards, 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. Hopefully bobs can repair these defects that I have asap waiting for response 
Sincerely,
[redacted]

Good Afternoon Revdex.com- Due to the intricate nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution.  We were not able to reach the customer.  We did leave a very long voicemail with our offer.  The customer is considering our offer and will reply to the Revdex.com mediation service with their decision.  We thank the Revdex.com for bringing this to our attention. Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture  Tell us why here...

Good Afternoon Revdex.com- We are very sorry for the concern represented in this complaint.  I have pulled the initial call pulled for review.  We would expect that the customer would be aware that like any retail company, we would expect goods to be returned before taking the possession of new...

merchandise.  You would not report a TV broken and expect that the store would give you a new TV without returning the old.  The merchandise is sent back to the manufacturer for inspection and quality control.  That is why the old merchandise must be sent back.  Several times during the call it appears the customer is doing something else.  He asks the agent to repeat herself.  She did advise the customer that the merchandise must stay in the home until the exchange is completed.  She then realizes that he originally picked up the merchandise and advises that he would have to pay a new delivery fee if he wanted the new purchase delivered.  At the end of the call the customer confirms that the merchandise will have to be returned in order to receive the new merchandise and the agent agrees. We would not be able to allow the customer to take possession of the new merchandise without returning the pieces in the home, the call confirms several times that the customer must return the pieces.  Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture   Tell us why here...

Good Morning Revdex.com-
We are very sorry for the multiple deliveries and miss-communication
that this customer has had to endure.  We
absolutely recognize that there have been failures on our part.  We would like to offer this customer a refund
of the delivery fee as a token of...

apology. We are very sorry for the inconveniences our
errors have caused.
I have created all the necessary
paperwork for you in advance in an effort to make this as easy for you as
possible – please call the store and provide them with the original method of
payment [redacted]  Once the credit card
number is entered into the transactions the refund(s) should process back to
you within 5-7 business days.
 
 
Anytime
after 10am and before 9pm Dial ###-###-####Press
the number one (3) on your keypad when you hear Bobs voice. When
the office person picks up explain that you are calling to get a refund
processed to your credit card and provide them this order number: 61792454At
that point they will take the credit card information to complete the
processing.
 
Kindest
Regards,
Tracy
Sanborn
Corporate
Customer Care Liaison
Bob’s
Discount Furniture

Complaint: [redacted]
I am rejecting this response because: I had reached out to them, 3 times spoke with their customer service, before discarding of the foundation, They refused to come take it away, or even look at it. So why would I keep a foundation around 4 or 5 days on the slim chance that they would get back to me, only after we posted negative reviews mind you, and actually want to do the right thing.I wanted them to come take it, or even come look at the damage, and THEY refused to, so no, I would have no reason to have kept it around.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I don't see any reason to return to Bob's Furniture and therefore the gift card provides no value to me. The time and money I spent at Bob's seem to outweigh products and services I received. Now it's obvious that satisfaction guaranteed promise has no substance.
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are very sorry that the customer reported this concern in August and it has not been addressed.  We have reviewed the photos from August that were sent in.  While we do see that there is some damage that is not manufactural in nature, the seat cores should have...

been offered when the photos were reviewed.  We are extremely sorry that was not completed. We have set ordered the 3 sofa seat cores and the one chaise seat core.  These will be shipped directly to the customer’s home.  As these have to be ordered from the vendor, the customer should expect receipt in about 8 weeks.  If the customer is still having an issue with the staples loosening, that is also a concern we can address.  The account has been noted that the customer can call in to schedule a tech to address that issue. Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: 1[redacted]
I am rejecting this response because:This is unacceptable! Regardless of how long its been this is an issue that several of their consumers have complained about. The couch has only been in my home for 3 months not three years. So yes when the mouse problem occurred I obviously did not think it could of came with my delivery as this has never occurred with any other furniture company I have used. That is until someone brought it to my attention that it happened to them. So at this point I did my research, I went online and read SEVERAL customers complaining of the same issue. Clearly it is not just me! And for the company to insinuate that the exterminator put this idea in my head, yes you are correct in the sense where we see the cushion being eaten and used for Nesting materials. Even when I was told this by the professional, I was in disbelief which also contributed to doing my research. I even did a [redacted]ost to other mothers in [redacted] who also complained of this same if not similar issue by this company.I also do not understand why I was pushed into purchasing the insurance which covers "everything" if it clearly does not! I want my couch replaced or my cushion fixed! The representative told me on the phone call I made that day that another customer had their dog urine on their sofa and Bob's covered it! BUT THEY ARE NOT WILLING TO HELP IN MY SITUATION?! Knowing that mouse feces can be fatal and I have a two year old in my home!  Where is the consumer protection act? Bob's needs to stand behind their company and increase their customer service skills which are degrading to a customer. I am very upset by this whole situation.I the customer, obviously is being treated in the wrong. Usually in customer service the customer is always right, but clearly it does not exist with this company.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: they couldn't even find the account, and did not offer a resolution. We purchased the couch when we lived here at [redacted] this is even where the couch was delivered! The phone number on the account is ###-###-####. Home number ###-###-####. Absolutely unacceptable it took this long to reply they could not even find the account. Bobs has been here at blueberry lane 2x since Purchase and still problems not fixed. 
Sincerely,
[redacted]

Good Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the warranty on the
mattress they purchased from us.  We did
send a factory trained technician out to give us a report on the mattress
February 27, 2016.  He reported back...

to
us that he did not see any manufacturing defects on the mattress.  He reported that “cause and condition: normal
good”.   I have no idea what he may have said to you in
the home, they are there to report the damage or issue, they do not decide on
replacements.  He reported to us that it
was normal with no defects. 
I apologize if you feel that you have been
given the run around, going off of that technician’s report we would not have
offered any recourse.   
At this time we ask that the customer provide
photographic evidence via this Revdex.com channel of the damage.   If the mattress is bulging or sagging it
should show in photos.  The easiest and
most obvious way to show this kind of issue on a mattress is to lay a broom or
mop handle across the bed and stand at the foot and take the picture.
To move forward please advise the customer
that we require a minimum of four (2) pictures (in color)
               
- 1 Picture that clearly shows the entire facing surface
               
- 1 Picture that clearly shows the damage at close range
          We
will review these photos and respond with what, if any, options for resolution
we may have to offer this customer.   We
will not be able to offer a refund, but if the photos show the damage we will
certainly be able to offer a reselection based on the terms of the warranty.
 Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

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 made
in October 2015 and at that time the customer purchased the option of [redacted]...

[redacted]. 
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
misuse or abuse of the merchandise. 
These guidelines are both on the original sales order,
attached, and the [redacted] tear sheet the customer was given at time of
purchase. 
We sent our technician to the home in June of 2016.  The tech reported to us that he did see that
the arm had detached.  He reported to us
that this was not a manufacturing defect. 
He reported that this damaged was caused through usage in the home. 
The customer has reported two claims to [redacted].  The first claim was denied as it was not
reported as an accident.  The customer
reported that they were not aware of how the arm separated from the sofa.  The second claim was denied as the customer
reported the damage occurred on 12.25.16. 
The damage was reported to [redacted] on 4.3.17. 
As this was not deemed a manufacturing defect by our technician
in June 2016 and was not called into [redacted] as a damage that occurred from a
single accident it would not fall under the [redacted] Protection Plan. 
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com-
We are very sorry that you have not heard back from the depot
concerning payment, they had submitted the claim for payment to their insurance
company for processing.  The depot was
very surprised when I reached out today to let them know it was not
rectified. ...


The insurance company will be reaching out today to explain to the
customer when they will receive payment.
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture

Good Afternoon Revdex.com-
While I can personally identify with a consumer’s need
for an apology outside of making the concern right, we have worked at a higher
level to make those requests happen. When the error in the timeframe was
recognized by the customer, the store reached out to the routing department was
able to change this customer from stop 15 to stop 4.
I will not be able to fulfill the customer’s request to
have the entire delivery fee returned as a credit.  I understand that the customer may disappointed
by this but I do not feel that this single error in timeframe warrants that
amount of compensation.  I will however
make a final offer of a Bob’s Ecard in the amount of $100.  If this customer wishes to accept this offer
please reply to the Revdex.com and I will submit the necessary paperwork.
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the normal daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.S.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture