Blue Ridge Travel

Complaint: [redacted]
I am rejecting this response because:Today is 2/15/17, no mail has been received from this company. We did not buy our furniture from [redacted] we bought it from Bobs and how we paid for it does not effect Bob’s responsibility for fixing my door, nor does the fact they contract delivery relieve them from responsibility. They have my phone number and email addresses, no one could call and inform me they had sent something? We do not believe they have sent anything, as 7 days have passed and nothing has been received. My request for them to remove the furniture is solely because they have refused to deal with this issue. If someone wrecked their door on the way in and refused to pay, what would happen? Is my next step to file a police report? What are they sending by mail that could not be provided to the email address they already have??
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...

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their experience with us.
I would like to research this further.  Regretfully
I am unable to locate any account information that matches this consumer’s
complaint within...

our internal records.
I have looked under the name, phone number and email address and find no
matching accounts.
 
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further?  They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers that may bring up their account records.
 
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in 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:they lied I stated previously that I have spoken 
To serve so different customer service reps and the one who approved it was Monique and now there gonna tell me after I received the furniture and calling in because of the poor customer service they now tell me I owe them 137.93. Are they kidding me I received the furniture so this is rediculious I am tired of going back and forth I will have to send pictures I took when I went into the store to try and straighten this out they want you to give in how us the Revdex.com GOJNG TO HELP ME BECAUSE I AM NOT BACKING DOWN 
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 had spoken with Bob's and with the goof proof as well. They explicitly told me that goof proof wouldn't cover this break and that it wasn't a manufacturing defect. I was on the phone over 4 hours arguing this issue. At the time they kept on saying they wouldn't do anything about the couch. I filed this complaint and the next day they call my husband's number and say that a replacement is scheduled for Monday. They don't give any explanation or apologize for the inconvenience or say what made them all of a sudden approve the replacement. The replacement was delivered today and when I asked the delivery guys about the details, they didn't know either. I'd like to know how after a long few hours of repeatedly saying no to me, they now have a replacement scheduled. I really feel this is because I reached out to you.
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 [redacted],
I attempted to contact you on the
number you provided in your Revdex.com complaint three times this afternoon
(7.07.2015) and regretfully the line continues to indicate that the number is
not currently in service.
I am so sorry to learn of the disappointments
you have...

been continually experiencing with your product and I assure you that
taking care of our valued customers is our number one priority here at Bobs
Discount Furniture. As a company we stand behind the fact that a replacement
part accompanied by a professional installation is the best route for resolving
any product concern. I can certainly understand your frustration due to having
to wait for this part to arrive and in the fact that we didn’t appropriately communicate
any added delay in shipping time to you.
Should you feel an even exchange of
the merchandise would benefit you most at this point, instead of waiting any
longer for the part’s arrival, we are happy to provide that option as an
alternate route for resolution.
If you are able to maintain confidence
in the parts and service resolution we currently have in place we can offer to
provide you with a further form of our apology for the delay in service and disappointment
by way of a Bobs Discount Furniture Gift Card. This gift card offer will be
fully disclosed and processed after the service for installation has been
completed and you are fully satisfied with your product.
Please feel welcome to let me know how
you’d like to proceed in resolving your concern via the Revdex.com channel you have
opened or I am available to you directly by email at [redacted]
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Day Revdex.com,
I am truly sorry that our initial response has caused our customer
more frustrations. I assure our customer that the intent of my response was not
directed at the reliability of his person or character. Our delivery drivers
and service technicians complete an average of over 3,000 stops combined a day
and it is neither within common practice nor the normal nature of our business
for this type of personnel to provide avenues for resolution. Our Service
Management Team has been made aware of the assertion that our customer has cited
and we will continue to address this claim internally.
The various protection plans we sell and have sold for many years
are designed to offer protection against factory defects (as outlined on our
sales invoice) and/or one time occurrences of coverable accidental damages (as
outlined in the ‘Guardian terms and conditions’).Our customers are usually very
happy with the outcome of their reported claim and based on the price they paid
for the coverage our sales associates and sales managers would have no reason
not to boast about the extreme value the protection plan carries. Our
technician’s report did not indicate finding any defect present in the (Right
Side Facing) recliner and therefore as the customer is giving no report of
accident to cause this and we have a record of no defect present within the
entire set; the protection plan purchased does not apply.
As indicated- I have reviewed this concern with our Service
Management Team and they are willing as a ‘Best Effort Courtesy’ to revisit
this customer’s stop to investigate the concern with the right side facing recliner
–“snapped joint”. As our customer has indicated that he doesn’t feel that the
technician spent enough time with this item we are willing to provide a
courtesy attempt to rectify this concern only. We will dispatch an elevated
level service professional to ensure the concern is properly investigated and repaired
on site if possible.
Please
note that ‘Best Effort Courtesy” indicates that we will do our absolute best to
repair the damages present during this one time service appointment and cannot/
will not be held liable for future occurrences of damages or workmanship deterioration
on this merchandise IF it is determined again that this concern is not
the cause of a manufacturing defect in workmanship.
Should our customer wish to accept the option of an additional
service visit they are welcome to email me directly to schedule the offered
service visit at [redacted]
. Service availability changes by the hour and is routed by geographical
location so it is in our customer’s best interest to work directly with us in
scheduling. Should they prefer to continue to utilize this Revdex.com channel for
communication please have them indicate this and I will respond with a list of
available dates for this customer’s area.
Sincerely,
Stephanie A. G[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.
  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]

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,
Mark Monserrate

Complaint: [redacted]
I am rejecting this response because:I do not want a gift certificate from the business. After numerous failed attempts, they could atleast give me back the purchase price of the bed. After 5 deliveries to my home, I finally got a new bed. My time is very valuable as I get paid $30 an hour so having to sit around 5 times to get some screws that the company failed to provide on the first delivery is unacceptable. I do not want to do business with this company and therefore reject this monetary compensation that they propose. Also, they need to check with the dispatch staff for their delivery team as the lady was very rude to the delivery team. They were behind because they were correcting errors that other delivery teams did. When they took apart my son's bed, all of the bolts were stripped so the delivery guy had a hard time taking the bed apart. It was so bad that the other delivery driver called customer service and complained about the condition of the bed. At first they didnt understand why a new bed was ordered for missing screws but once he started taking the bed apart he understood and stated I was right in persisting that I get a new bed and he took his time making sure it was assembled properly. This delivery team was spectacular so I actually gave them a tip. Also, it's pretty ironic how the dispatch team didnt have my cell phone number on 4/7/17 but they had it on 4/14 when they needed to get in touch with their delivery team. So, unless Bob's is going to credit $400 to my Visa card, we are still in a dispute. 
Sincerely,
[redacted]

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

Complaint: [redacted]
I am rejecting this response because:I did accept the businesses offer to receive a replacement unit/part which is supposed to arrive at the [redacted] store on 1/31/17 and I plan on picking it up on 2/1/17.  Considering the fact that the item was damaged they should of come to my home with the replacement unit to fix the brand new damaged vanity whether or not I had the item delivered to my home considering the fact that Bob's claims that they have a one year warranty.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Firstly the total amount of the two orders is more than $1,800.00, not $1,500.00. I would prefer that any compensation be made in the form of discount on my bill rather than store credit because frankly after this ordeal I will never shop at BOB's again, and furthermore how BOB's is now looking to rectify the situation BOB's has shown me and my family that they are not serious about taking care of the customer. 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 multiple delivery failure the customer endured.  We can absolutely understand the frustration the customer is feeling.  The time between the first delivery and the final delivery was about  6 weeks.  We are very sorry for this...

inconvenience.   We offer compensation based on our failures.   The customer was told all pieces were available for the first delivery, the store called the customer three days prior to delivery to advise that the TV chest was backordered and would have to be delivered later in the month.  That was the first failure.  The chaise was picked wrong side facing that was the second error then it was incorrectly set up to be exchanged for the opposite side, that was our third error.  The compensation the customer was offered is the correct amount for these failures.  We are sorry that the customer does not feel this is adequate.  We do normally offer compensation solely as a Bob’s store credit.  As further testimony to our sincere apology for the failures the customer has endured we will offer the compensation that was offered as a refund via corporate check in lieu of Bob’s store credit.   To accept this offer, please reply to the Revdex.com mediation and we will create the paperwork and send the request to our accounting department.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because: I never rejected this piece, in fact I was never given the opportunity to see it.  Furthermore, I was not aware that a delivery date had been set.  After speaking to 7 customer service agents and wasting my time trying to figure out delivery or pick up on my own dime, I was notified that they were out of stock on this item!  I wasted part of two days dealing with this to have someone call me and tell me it was back ordered.  I have been under extreme duress dealing with this.  I couldn't be more disappointed in this situation and the inaccuracy of Bobs response.
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry for any miscommunication that occurred and
for the inconvenience this customer has experienced.   The parts are located in our Connecticut
facility.  No one would have been able to
come fix the broken leg the same day. 
The parts...

have been shipped and the customer has been scheduled for the
part installation.  We welcome the customer
to call in once the installation is completed for an account review for compensation,  as he has already spoken with Diana and has
her direct number. 
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 experience with us. We have reviewed the photos and agree that this is a manufacturing defect.  We are very sorry that this was not already addressed.  We have set up...

the exchange of the table.  The customer can call at their earliest convenience to schedule.  As we only have the customer’s PO box listed, we were not able to check availability for the exchange to be scheduled.  When the customer calls into customer care, please be sure to update the address to complete the exchange.  The order number for the new table is [redacted].  Please provide the address where the table is located to the agent while scheduling.  We will pick up the damaged table when we deliver the new table.    Kindest Regards,                                         ...⇄ Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

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...