Blue Ridge Travel

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 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 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

Dear Ms. [redacted], Upon receipt of your complaint, a representative from our Consumer Liaison team emailed you the following response on 6/26/15 and is waiting your decision...Good Morning [redacted], I apologize for the issues you have had with the dresser thatyou purchased. If the...

set was still in our inventory we would gladly exchangeit for you so that this could be resolved quickly, unfortunately it is nolonger available. I can offer you several alternative options. 1)The first thing we can offer is a reselection to a differentbedroom set, which would allow you to have all matching, undamaged pieces. 2)If you would rather have a resolution on just the dresseralone, this is what I can offer: We can offer a concession tokeep on the dresser, returning half of the cost (264.00) and you will still getthe drawer parts delivered to you.  In addition I am willing to return theoriginal delivery fee of 229.99  so essentially this would be a refund toyour [redacted] account of 493.99.  If you have already paid off [redacted]
[redacted] then they would cut you a check in that amount.  If we go with thisoption we cannot guarantee that the parts that are sent will be completelywithout a flaw.   I realize that this has been frustrating time for you and I hopethat you understand we are doing all we can to find a suitable resolution.  Please let me know your thoughts on what we have proposed andalso let me know if you have questions.  Best Regards, 
[redacted]Please respond to Pam's email or to the Revdex.com.Thank you,[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]

Dear Mr. [redacted],Your Revdex.com complaint has been assigned to [redacted] one of our Consumer Liaisons; she has informed me that she has been in contact with you.  I apologize for the delivery issues and inconveniences; as a result of your conversation with Mrs.. [redacted], you will contact her...

early next week to arrange what is hoped to the final delivery of the ottoman. Once completed Mrs. [redacted] will process the necessary paperwork to refund your delivery fee. Your business is appreciated. Please contact Mrs.. [redacted] or respond to this complaint if you should have any additional concerns.Thank you,[redacted]

Good Morning Revdex.com-
Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and damaged product continues to cause
our customer. We can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed...

something
additional after their concerns have been resolved.
Bob’s prides itself on providing quality service and the best value product for
the price. Our primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from us. As
the retailer we have taken full responsibility for the damages that may have
occurred at the factory overseas or during the extensive transit the
merchandise endures prior to arriving to our customer.  We have ordered a part to replace the damaged
control this will be shipped directly to the customer’s home.  I certainly would like to apologize for any
confusion in setting a service; we would not schedule that service until the
part is in the home.  Once the part has
been received by the customer he can call in to customer care to schedule the
part installation. The phone number for customer care is ###-###-#### Mon-Sat
6:30am to 8:00pm and Sunday 11:30am to 7:00pm.
While we certainly understand the customer’s frustration at this time, offering
free merchandise is not something we can do as a business.  I would be willing to offer compensation to
this customer in the form of refunding the delivery fee paid $149 back to the
[redacted] account.  
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.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

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.
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

Good Morning Revdex.com,
We are very sorry that this customer has
chosen to not allow us to rectify the issue with the table.  We will not be offering any other
recourse.  We have tried to reach out to
this customer repeatedly and done due diligence in the issues reported to [redacted].  (please see attached letter)  [redacted] was satisfied that we were trying
the correct any concerns and the customer was not allowing us the opportunity,
they closed the claim.
We have continued to try to correct any
issues reported to us in a timely manner, as we do with all concerns.  We will not be extending an offer of refund
for this merchandise. 
We can proceed with a tech service or part
order for this customer.
 Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Afternoon Revdex.com- We have no issue with the customer waiting to respond until they have received the compensation.   Sincerely, [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...

Good Afternoon Revdex.com,
We have absolutely failed this customer. 
There have been too many attempts to make this right and we have not
been able to get a set in the home, correctly. 
There have been issues with damages, issues with the delivery team. 
We do have another...

exchange attempt scheduled for May
14, 2016. 
If the customer would like to have the pieces picked up
for a refund, we can honor that request at this point.
If the customer would like to wait and see if the
exchange can be completed on May 14th we can wait and if it fails
that day, the team can remove the set in the home for a refund back to the
original method of payment the Visa card. 
If the exchange is successful and we are finally able to deliver a show
room quality set we can absolutely offer compensation for the multiple failures
going back to June 2014 back to the Visa card.
Please advise which option the customer would like to
accept-
We can cancel the exchange and set up a pick up for
refund instead, returns are schedule Tuesdays through Fridays only
We can proceed with the exchange on May 14 and if it
fails we can have the team take back both sets and we can process the
refund.  If it is successful we can
process compensation to the original method of payment.
Kindest Regards,
Tracy S[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

Good Afternoon [redacted],
My apologies if for any reason my
first response provoked a perception that I was telling you that you must clean
your product yourself. I mentioned the Goof Proof cleaning products as a
positive response to your quote of……” and if I clean it myself with a
product that is not covered it voids the warranty”.
In researching your Guardian claim (Claim # [redacted]) with the limited access we have
into Guardian records, I located a service work order uploaded for your concern
as of 8.21.2015. This shows forward progress on your claim and we support the
actions Guardian is taking to process your pet’s accidental damage at this
time.
Should you have
questions about this service work order or when you will be contacted next we encourage
you to reach out to Guardian directly as they are adequately handling your
concern at this time.
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of...

their delivery.
Bob’s prides itself on providing quality service and the best
value product for the price. Our primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from us. While it is not normal procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our normal compensation guidelines and policies.
We will honor the customer’s request for a refund of the delivery
fee ($39.99) as a final form of our apology. Please advise the customer that
all paperwork needed for this transaction has been entered from our end and
action is required from the customer at this time.
I have listed the steps below for the customer to follow in order
to get the initial processing of this refund completed. We highly suggest the
customer complete these steps as soon as possible so that the refund process is
expedited quickly on their behalf.
o  
Anytime after 10am and before 9pm Dial ###-###-####
o  
Press the number one (1) on your phone’s keypad when
you hear Bob’s voice.
o  
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]
o  
At that point they will take the credit card
information from you and complete the processing.
In most cases any remaining questions regarding refund
processing time can be answered by reviewing the policies listed on your sales
receipt.
Kindest Regards,
Tracy ** S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

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 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

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