Blue Ridge Travel

Complaint: [redacted]
I am rejecting this response because:
Your offer is not satisfactory.  Again I want exactly what your rep, Pharrel, quoted.  He quoted $1924.90 plus the free delivery.
Sincerely,
[redacted]

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

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

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 Afternoon Revdex.com,
We apologize to our customer for any disappointment
they have experienced while using their protection plan this dispute is in
relation to a claim for service through an entirely different business
([redacted]).
In an effort to ensure our...

customer’s claim was handled fairly I was able to
obtain the denial reasoning and photos of the damage in reference to this
claim.
Please see the attachment showing the pictures of the damaged item and reason
for denial that was provided by the [redacted] company.
The customer reported to [redacted] “Cust states her kids were
playing with something like a toy or fork not totally sure”   The
attached photos clearly show this could not have occurred with a fork or child’s
toy. 
Bobs Discount Furniture’s responsibility under the [redacted]
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is clearly not related to a defect. I apologize again that we have no further
recourse to offer this concern directly at this time.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning [redacted]
We are sincerely sorry that this bed was not delivered in working
order.  We appreciate that you were willing
to give us the opportunity to complete the part installation.  We are sorry that this did not correct the
issue.  We are willing to grant...

your
request for a refund on the Studio bed. Please ensure you have your original method of
payment [redacted] card available before you reach out to the store to
schedule.  If this credit card
information is not entered prior to pickup, it will cause a delay in refund
processing.
We will absolutely take it back for a refund.
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]9 and schedule the pickup.  Once the pick up is completed and 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 (1) 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: [redacted]At
that point they will take the credit card information from schedule the pick up
complete the processing.
 
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture

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- We are very sorry both for the damage that occurred and the time to rectify the concern.  The depot has advised us that they have not been able to come to an agreement with the customer.  This has been sent over to their insurance carrier.  The carrier has...

advised they have attempted to make contact with the customer.  We hope that this contact has been successful and that the claim is being rectified.  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 our customer for the disappointment and inconvenience the
furniture and multiple delivery occurrences have caused them to experience.
The bedroom furniture from the ‘[redacted]’ (which is the only
furniture from this...

purchase that we have disappointed our customer with) was
purchased for a total of $2,199.00. As of right now we have agreed to give the
customer a merchandise credit for reselection of $2,155.04. Based on what the
customer has dealt with from us we have also agreed to cover any delivery fee
associated with their reselected sale.
We have now upgraded the credit to the price originally paid to us
($2,199.00) and I apologize again to our customer that this minimal difference
in price seemed so unreasonable to our agents initially working with him.
With that being done, the customer is welcome to visit our
showroom to make their reselection at any point in time prior to 2.05.2016. If
the customer selects more merchandise than their credit allows it is realistic
to acknowledge that yes, as a business we would expect the customer to pay the
additional monies associated with the additional upcharge in merchandise. As a
retailer we can provide the customer with store credit based on the price paid
to us and cover the delivery fee however we are unable to provide credit
coverage on funds that weren’t originally paid to us from the original bedroom
furniture.
Should the customer wish to discuss any alternate options further
please ask that they submit the photos they have referenced to the Revdex.com and I will
review these photos to determine if our business can make any other offers.
 
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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]

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 updated
on 1.10.14 and the customer now has Goof Proof Plus in effect...

until
1.15.18.  Unfortunately, when the customer
called in looking for service, the agent must not have seen this upgrade and
provided the customer with inaccurate information.  We are very sorry if this caused frustration
or delay. 
This warranty has two aspects.  Through Bob’s this customer is covered 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
customer can receive unlimited parts and service during the warranty period.
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 in the home and
not through everyday use, misuse or abuse of the merchandise. 
I reviewed the claims the customer submitted to [redacted].  The claims were denied as they did not meet
the established criteria.  The first
claim was denied as it was for loose/wobbly furniture.  That is a call that should have come to Bob’s.  We did send out our technician at that time
to tighten the pieces.   The second claim
was denied as the customer reported that the movers had damaged the pieces in
the move.  That is a claim that should
have been made to the moving company hired by the customer. 
I have set up a service for our technician to come to the
home and tighten the pieces.  The service
is saved under the customer’s phone number. 
When the customer is ready they can call into customer care to schedule
at their convenience ###-###-####.
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning
Revdex.com,
I am so
sorry to learn of our customer’s poor experience with this purchase. I can only
imagine how frustrating this has been for our customer and completely
understand their position at this point.
As a retail
chain, and not a manufacturer, we have little control...

over the availability of
some product. As this is a shipment our inventory system clearly expected in
sooner there is always the chance that the overseas shipping container will
make it to our Distribution Center sooner than the anticipated date we have
right now. Please pass on our sincerest apologies that we haven’t been able to
deliver this purchase as advised to our customer and as we have disclosed the
merchandise will not be made available to us to deliver to the customer prior
to the latter part of February.
Again I
do hope the customer can accept our most sincere apologies for what has
occurred; it was never our intention to communicate any delay in shipment or
disappoint our customer.  Sadly the
customer has chosen to cancel the order, so we are not able to redeem ourselves
in making this customer’s delivery.
Kind Regards,
Tracy ** S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry for any confusion of miscommunications.  This customer has already spoken with a colleague and been offered and accepted compensation for this concern.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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...

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 [redacted] Company – not Bobs
Discount Furniture.
I can confidently state that this type of agreement is commonly reviewed with
an [redacted] 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.
We
have continued as a business to address this individual’s concern the moment it
is presented to us and work out of our normal guidelines because we realize the
level of dissatisfaction this consumer is emulating as a result of our failures.
Once the service has been completed any additional accommodation we feel
adequate to offer to the customer is a form of our apology will be in the form
of a Bob’s Gift Card. We do not offer apology 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 are unable to approve a return of this merchandise or arrange for a refund
of monies that the customer has been paying to the [redacted] Company
directly.  As stated on the sales order the customer signed at time of purchase, refunds are available up until time of delivery only.
Kindest Regards,
Tracy N. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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:Dear Sir /
Madam,
I don’t know if
you noticed Ms Tracy’s response but I don’t believe she does have any
intentions in helping their customer or honoring their warranty. Ms Tracy’s
response was that she “RESEARCHED” the issue and her feedback was based on her research. I can tell that I don’t
believe her research was adequate because she probably relied on the
information in front of her computer, mostly the inspection report which as I
have mentioned in my compliant was fabricated to suit Bob’s needs. The tech on
site did tell us that there is something wrong and he sees abnormal sagging on
the mattress, he then steps outside to call his “office” and when he returns
completely changes his story and writes the report and goes away without
notifying us. These are the steps of wrong doing, how could Ms Tracy not see
this, how could she not call the tech and ask him why he said those things. I
have 2 witness that can confirm he said that there is significant sagging on
the mattress.
On a minimum Bob’s
should have dispatched another tech or a supervisor or something to either
confirm their tech’s story or mine. I am sure they didn’t do this because the
next tech would see the same and if would probably be a disadvantage to them to
get this re-tested. Also, Bob’s customer service had assured us that a supervisor
will call us and if I am not satisfied with this report I can call in 30-days
to open a new case. Based on Ms Tracy’s last message, I am interpreting that
she states that I have no recourse on this matter like ever, the 20+ year warranty
just went down the drain because I opened a case and it was rejected.
I believe this
is their business model, lure the customer in, say a bunch of lies, make false
promises and when the time comes reject the claim not just for that one time
but for the entire course of the warranty which would make the warranty null so
that they will never have to honor any more requests at all.
Based on the
last message, yes I want to dispute the technicians report and I don’t accept
the vendor response because the technician has lied on his report and the
vendor is fully aware of this. At a minimum before further actions, I would
like the vendor to send another tech to validate. I have attached the pictures
and I have no pictures but due size restrictions I could not upload them to
your site. If you provide me with another way I would be more than happy to upload
them.
The pictures are
for the queen mattress and the bedframe that mattress currently sits on which
was also purchased from Bob’s. As mentioned on the complaint, we did have the
mattress on a different frame only to see if a box spring would help with the
issue which it didn’t. Besides the week the mattress has always been on the bedframe
for the picture that is attached which as mentioned was purchased from Bob’s
and has no provision for a box spring
I would sincerely
ask Better Business to please not take this lightly as this is a very serious
matter of a vendor not honoring their warranty claims.
Sincerely,
[redacted]

Good Morning Revdex.com-
We are very sorry for any
confusion or miscommunication.  Our
technician was sent to the home 11.11.16. 
He was sent there only to look at the dining room set.  The other pieces should not have been
inspected as those were not reported to us at the time...

the service was
created.  The technician did inspect and
take photos of the damages the customer showed him.  I have reviewed these photos with our service
managers for resolution.
The cracked chair is
damaged because as the customer stated they tightened it themselves and cracked
the wood.  This is not a manufacturing
defect as the customer caused this damage by their own admission. 
The all leather sofa
appears to have not been conditioned properly. 
Furniture that is 100% leather will experience the top layer peeling or
sloughing off if it has not been conditioned or it is located near an area of
high heat.  Direct sunlight or close
proximity to a radiator or heat vent will also cause the leather to dry
out.  This is not a manufacturing defect.
The mattress damage does
appear to be manufacturing in nature.  We
have set up an exchange for the mattress only and the customer can call into
customer care or the store at their earliest convenience to schedule the
exchange of the mattress.
Thank you for bringing
this to our attention.
Best Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]I will call Bob's today and provide the credit #  for the refund.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Hi, Tracy,The technician who came to my home early on 10/15, aside from  not having his own tools,deemed the loud rumbling from our nearly $5,000 bed set "unrepairable" and the cause of his most recent service calls. Imagine my surprise  when it was reorted to corporate that everything was fine. It was not until my husband spoke directly with a Paramus manager that an exhcange (not "it has to be broken in" like a customer service phone voice told us on 10/12) was arranged. Times remain inconvenient  for working class people, and the product continues to disappoint. We have made multiple attempts in good faith to remediate this matter; corporate does not seem willing to maintain their responsibility to ensure consumer expectations meet corporate actions. I receivedba voicemail message on 10/25 from corporate, offering a mutually agreeable resolution. Maybe I should proceed with her offer? Nearly $5,000, but a 13 year old chair and ottoman offer more comfort? BOB's stands for Better Off Bypassing.
Sincerely,[redacted]
[redacted]