Blue Ridge Travel

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 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

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,
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

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 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: 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]

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

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 a one time 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.  We delivered the set on 4.14.17.  The customer did not report there were any issues with the pieces or the assembly until 4.21.17 when the customer attempted to put the mattress on the bed.  This damage has been addressed with an exchange.    We do not offer refunds on merchandise post-delivery. The customer requested and received their sales order; this policy is on the last page of this order.  We do not list every policy to our customer’s over the phone or in store. We find it is more efficient to list them on each sales order. If the customer decides they do not agree with any policy, they have the option of canceling the order for a full refund any time before receiving delivery.      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 may carry additional factory guarantees. You must report any factory defects as soon as they occur to our Customer Care team within one (1) year of possession, and a Customer Care representative will schedule a Service Technician 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 by parts or repair (or parts are unavailable), we will replace the affected item, one time. If the item is no longer available, you may reselect to other merchandise. 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. You also have the option of extending our one year guarantee to FIVE years with the purchase of our Goof Proof Plus plan. In addition to extending our one year guarantee to FIVE years, Goof Proof Plus also protects you from a variety of accidental damages you may cause in those FIVE long years! Call Bob's at ###-###-#### or ###-###-#### 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. Call Guardian at ###-###-#### to report accidental stains or damages to your Furniture within thirty (30) days of occurrence.   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 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

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]

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

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]

Dear [redacted],I apologize you are experiencing unresolved issues with your sofa. Please allow me to clarify the merchandise warranties; there is a one year manufacturer warranty which is upheld by Bob's Discount Furniture and provides recourse against defects in the craftsmanship of...

the product. The manufacturer warranty expired August 2, 2014. At the initial point of sale, you opted to purchase the five year goof proof plan, which provides coverage against most common types of in home accidental damage. Our records indicate that you received delivery on August 2, 2013 and contacted our office December 2, 2014 to report that the left and right cushions were sagging and you can hear the springs squeaking. We dispatched a technician to your home on December 12, 2014 however, he found no defect present. Although the manufacturer warranty has expired,  I will be happy to explore options for recourse, but first need to schedule another service appointment for a second opinion service. The technician will determine the cause of the issue and take photos, if possible. Please contact our customer care center and reference [redacted] to schedule a date for the technician to inspect the sofa. We will revisit your concern and discuss compensation, upon receipt of the service report.Thanks[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]

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

Good Afternoon Revdex.com,
Thank you for
continuing to mediate this dispute, although the photo that the customer submitted
is identical to the one we submitted. 
The bottom of the tag clearly indicates that this is a sale on floor
model merchandise.  The piece that has
been sitting in the showroom is now marked down.  If the customer wants to order a different
color or have it delivered, it would not be the showroom piece.  This customer took a photo of an identical
tag to the one I posted; the red tag is the back of the tag he
photographed.  There is no deception or
failure on the part of the store, his photo shows the chair was clearly and
correctly marked.  I understand that he
would have preferred to purchase his chairs at a lower price, but that price
was a discount on the floor model only.  We
will not be offering any recourse on this purchase.
Kindest Regards,
Tracy ** S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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

Dear Revdex.com, We are very sorry for the misunderstanding.  There are notes that the service results were discussed with the customer.  The tech was able to tighten the chair hardware and the cause of the seat damage was not deemed to be a manufacturing defect.  In an effort to make...

this right for the customer we have placed an order for a new seat part.  The part must be ordered directly from the manufacturer.  It will be shipped to the customer at the address on this complaint.  The customer should expect to receive this part in the end of September.  As this is being offered as a courtesy only, we would not be able to offer installation of the part.      Kindest Regards,                                         ...⇄ Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

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 Madelyn
set purchased in 2014.  We sent our
technicians to the home on October 5, 2016 and February 14, 2017.  The technicians did determine that there was
a defective plastic finial, which has been ordered.  The other concerns are not manufacturing
defects.  The warranty the customer paid
for does cover specifically manufacturing defects and damage caused from a
single accident called into [redacted] within 30 days of occurring. 
 
 
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 may carry additional factory guarantees. You
must report any factory defects as soon as they occur to our Customer Care team
within one (1) year of possession, and a Customer Care representative will
schedule a Service Technician 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 by parts or repair (or parts are
unavailable), we will replace the affected item, one time. If the item is no
longer available, you may reselect to other merchandise. 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.
You also have the
option of extending our one year guarantee to FIVE years with the purchase of
our Goof Proof Plus plan. In addition to extending our one year
guarantee to FIVE years, Goof Proof Plus also protects you from a
variety of accidental damages you may cause in those FIVE long
years!
 
Call Bob's at
###-###-#### or ###-###-#### 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.
 
Call [redacted] at ###-###-####
to report accidental stains or damages to your Furniture within
thirty (30) days of occurrence.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison