Blue Ridge Travel

Complaint: [redacted]
I am rejecting this response because: There is no environmental damage that would have caused this issue.  As I previously stated, I have called for repair on both the chest and the dresser several times due to the flimsy nature of the product and all times that I called, a technician came out and repaired the problems.  This is why I do not understand why this issue cannot be fixed.  The bottoms of both the chest and dresser keep falling out which indicates to me that the product is not a sturdy one.  I am still asking for replacement of the chest and dresser or store credit to purchase a more sturdy dresser, chest and nightstands.  The technician already came and took pictures, so, I do not find the need to submit more pictures to you at this time.
Sincerely,
[redacted]

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...

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us. 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, email and address provided here and I am not able to match this complaint to an account.    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 sale was never finalized the customer can reach out to [redacted] and have the approval removed.  This would enable them to purchase elsewhere.  We cannot request that as we are not the customer, [redacted] must have the request come from the customer.    Kindest Regards,                                         ...⇄ Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their purchase experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working with Rowan to rectify the
situation...

and reach a satisfactory outcome.
 
We do want to advise that the sales order that the customer signed at point of purchase
does clearly state that we can provide service under the warranty while the
merchandise is in the service area. 
Moving the merchandise outside of service are does nullify the
manufacturing warranty.  The damages
reported are not manufacturing defects. 
Scratches, dents and scuffs are what we would define as delivery or installation
damages.  As this customer picked up the
merchandise and transported it over a thousand miles, we would not be able to
take responsibility for these damages.
Under these circumstances the offer that Rowan made is
very generous and outside of normal policy. 
This offer was made as a courtesy to try to make this right for this
customer. 
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate 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 Afternoon Mr. [redacted],Thank you for choosing Bob's Discount Furniture. I have researched your account and apologize for the delay in receiving your part order; I understand how frustrating it must be not to be able to use your recliner. Common parts such as, drawer tracks,...

recliner handles and hardware, are kept in stock; unfortunately the part needed for your sofa is out of stock not only from bobs inventory but also the manufacturer. The expected ship time is now mid-May; in the event this date changes more than two weeks we will explore alternate options for recourse. If you prefer not to wait until mid- May and have access, information and the ability to order and install the release cable on your own, we will double the refund of the cost of the part that you paid for so that you may purchase a new cable and have it installed.Your patience is greatly appreciated and we apologize for the delay and inconvenience.Thanks[redacted]

Good Afternoon Revdex.com-
We received this concern via another source; we have reached
out to the customer directly to discuss our offer of resolution.  The customer has accepted our offer and will
reply to the Revdex.com mediation service with any other concerns or questions.  We thank the...

Revdex.com for bringing this to our
attention.
Sincerely,
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:  They need to send a tech out to look at the chair, that's what they usually do after looking at the pictures. But then again, I was told the pictures  would do me no good.  Like I said , I did my part, Called, filed a claim, took pictures on July 11th. Was told I would here from them 24 to 48 hrs. No call or email. Called July 15th, basically was told there was nothing they can do, I was stuck with the merchandise. After being treated so rude, I will never shop there again. They can send a tech out to look at the chair, which is a defect. If nothing is done I would like my $129.00 back. It seems that this [redacted] doesn't apply to anything. When Bob's is selling you this plan may be they should explain to the consumer what it doesn't cover.  I deal with the public everyday, worked in retail , this is a very poor way to handle a problem, especially in today's economy. Thank-you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The depot has lied and is hiding the phone call we made that day about the complaint the depot also lied to the insurance company we have been through 3 months of this and we are being played for fools. We have sent several pictures and the excuses keep changing on why they will not help us. They harassed the store that we we got the quote from. They called me a liar saying we are making this up.  We did not call  the police when we were being threatened by the delivery drivers but I see we should have. The fact this is still being disputed show the lack of integrity BOBs has.  We requested a copy of the report from the insurance company and did not receive.  
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry that we were not able to complete the
delivery on the first attempt.  We do
offer the dimensions both in the store and on line to try to eliminate this
from occurring.  We understand how
frustrating waiting for a delivery that can not be...

made can be.  Delivery teams do not get paid for a stop
that they can not make; it is in no ones best interest to have a delivery that
can not be completed.
We have a policy in place for a “NO FIT” call.  When the team encounters a delivery where
they feel that they can not safely make the delivery, causing damage to neither
the home nor the merchandise, they must make the attempt and take photos
showing the attempt was made and why it could not be completed.  The team making the delivery attempt did take
the photos of the attempt showing that they did in fact try to make the
delivery.  The photos clearly indicate
the piece would not fit. 
The customer has reselected to a split foundation.  This is not a stock item, it must be special
ordered.
We would not offer compensation of a discount on merchandise
where there was no Bob’s failure.  The
team did make the attempt, as evident by the photo attached.  Removing old bedding is offered as a courtesy
only.  There are instances where the team
is not able to offer this service. 
Once delivery is completed the customer can call in and
request an account review for compensation. 
This compensation is offered as a token of apology and is offered as a
Bob’s Gift Card only.  We do wait until
the delivery has been completed successfully before offering compensation so
that we can see the entire order from start to delivery. 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount
Furniture

Good Morning Revdex.com-
We are very sorry that this piece did not
live up to the customer’s expectations.   The technician reported to us it appeared that
the customer was using the arm rest to pull themselves up, and lower themselves
down. This is not the intended use of an arm rest,...

they are meant to merely
rest you arm on while sitting.  If the
customer requires assistance with sitting and standing a lift chair may be the
best option.   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 contact any of our stores for reselection.  Advice the store there is a credit in the
system, the store will schedule the new delivery at the same time as the
pickup, ensuring the customer will have a piece in the home.   We would not be able to offer a refund, but
this customer can used this credit towards any new merchandise, if they choose
to select something different.  The
credit is active now and will be active until 9/5/16.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different chair we will provide a credit (store credit) of 100%. This 100%
will be based off of the original cost paid for the chair, as well as the goof
proof.   We will waive a new delivery fee as well.
Kindest
Regards,
                                        ...⇄ /> Tracy [redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com,
I spoke with this customer via telephone today (7.16.2015) and
discussed the concern along with the available options we have for resolution.
I have also emailed the customer directly so that she has my
correct email address to back in touch with me directly. At this time she is
accepting of the options for resolution and has communicated to me that she
would just like some time to think them over. Please see email communication copy
(below):
From:
[redacted]
Sent: Thursday, July 16, 2015 11:53 AM
To: [redacted]
Subject: In response to your concern :Revdex.com Claim: [redacted]/Customer No:
[redacted]
Hi [redacted],
This is [redacted] from
Bobs Discount Furniture, reaching out to you so that you have my correct email
address.
As discussed I expect
that the part order should be arriving to you by the end of this month and I’m
so sorry it’s taken so long to get to you, we will be happy to issue you a
$75.00 Bobs Discount Furniture if you are able to wait for the part to arrive
and have it installed.
If you’d like to
cancel the part order we can offer to exchange the merchandise for you instead.
Thank You,
[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.
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]

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]I do want to verify thought that I am not going to be charged for the service call AT ALL  They had said to me that they wanted me to pay half and they would pay the other half   I do not agree to that  I ONLY AGREE AND ACCEPT IF THE SERVICE CALL IS NO CHARGE TO ME

MESSAGE: Bob's has not contacted me regarding payment as reconciliation of this complaint. This shows the ineptitude of their business and the customer service issues involved in this complain

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 Afternoon Revdex.com-
Bob’s offers the absolute best
value available at our price point.  We
also offer the customer our service guarantee. 
If a customer reports any issues that may be manufacturing in nature
during the warranty period, we will send one of our factory trained...

technicians
free of charge.  The technician will
report to us the nature of the issue.  If
it is an issue that the tech can correct on the spot, they will.  If the issue is manufacturing in nature and
requires parts, we will order the parts and have a tech install those
parts.  If the issue is manufacturing in
nature and parts and service will not correct the issue, we will then offer
replacement.  This statement is reviewed
at time of purchase; it is on every customer’s sales order, signed by the
customer at time of purchase.  It is one
of the best warranties in the furniture business and Bob’s stands behind this
100%. 
 
We
are sincerely sorry that this customer is not completely satisfied with the [redacted]
set purchased in 2015.  We sent our
technician to the home in June 15th 2016. 
The technician did determine that there are defects in the
merchandise.  The replacement parts were
ordered.  As we do not manufacture
merchandise we do have to order the parts from the vendor.  The vendor then ships to the customer
directly.  This vendor does regularly
require 12-16 weeks ship time. 
 
SERVICE POLICY
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickup. Our mattresses and motion furniture may carry
additional factory guarantees. You must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians to inspect the item
and service it to factory standards at no cost to you. If the Service
Technician determines that the factory defect is not serviceable, we will
replace the affected item, one time. If the item is no longer available, you may
reselect to other merchandise or we will refund the purchase price. In the
event of a reselection we will charge or credit you for any price difference
between the original and the re-selected item. Merchandise purchased from our
“Outlet” or Clearance Centers that is not brand new/factory fresh is excluded
from these factory defect guarantees. Normal wear and tear or customer-caused
problems are also excluded. Service can only be provided within our serviceable
area to the original purchaser as stated on your sales receipt.
 
Call
Bob's at ###-###-#### to report factory defects to your Merchandise.
Our Customer Care Department is available 6:30 AM to 8:00 PM Monday through
Saturday and 10:30 AM to 7:00 PM Sunday.
 
 
 
If this customer would like to
reselect to a different set we can offer a courtesy reselection.  This would fulfill the one time replacement
on the [redacted] protection plan, so that would not carry over.  We would be able to offer a $798 plus tax
reselection credit.  If the customer
would prefer to proceed with this option rather then waiting on the parts
please accept the offer through the Revdex.com mediation site and we will create the
paperwork and send it directly to the customer. 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com,
We are very sorry that
the customer did not feel that this dining room set was the correct fit for
them.  It is stated in our policy, which
is listed on the web, and on every customer sales order that refunds are
available up to the customer taking possession of...

the merchandise.  We do not offer refunds after pickup or
delivery has taken place.  I have
attached a screen shot of our policy directly from the MyBobs.com web
site.  This policy if just above the area
the customer quoted.  The quote the
customer listed is how the refund would be processed, if the customer canceled
the order before taking possession.   We
are sorry if this caused the customer any confusion.  We would not be able to extend an offer for
refund.
Kindest Regards,
Tracy N. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Revdex.com: Thank you so much , I've just contacted the store they stated that they will contact you , because they don't see anything in their system regarding this refund. I provided them with your name and title. Hopefully this will all get squared away. Again your store representatives were amazing , but please I beg you to work with your customer support team. Another attempt was made to get the bed fixed by a tech named Singh who was absolutely amazing. Unfortunately he was unable to rectify the issue. Thanks again for understanding God bless.
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,
Jonathan V[redacted]