Blue Ridge Travel

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

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]

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

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

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

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]

Complaint[redacted]
I am rejecting this response because:While a "trained" technician dis come to my home to inspect [redacted] set, he arrived at my home as his last call on a friday. The gentleman listen to my complaints of sinking, uneven cushions again and a creaking noise when you sit back on the cushions, however never sat on the sofa or love seat. He advised me that he would put his report in and I would be able to call to see what the options were at that point. When I had called that monday, a report was not to be found and emails were having to be sent to a place called global and nothing was able to be explained to me until 10 days after my tech visit, even though I was recently advised that the report was put in on the same day at approximately 4:30 that same day. I even asked if another technician was an option, a second opinion and I was refused. I asked for a manufacturer phone number to speak to the manufcturing company myself and was also denied. Whike asking my questions to a supervisor that contacted me through bobs, I was told it was a requirement to apologize to me. I asked for a refund and I was also denied that. I originally paid $1200 for my original set. Recently when I tried to reselect another set I was advised by the salesman that steel was my best quality to go for. Two questions: Why are they selling furniture that is falling apart so quickly and then making the customer, me look crazy. Their technicians do not sit on the furniture to find the problems. The first set I had, a technician flipped my couch over to find a support vracket completely missing! This guy did not do that. They are also selling warranties for additional money and expecring customers to say that something accidental happened when I clearly know nothing that is wrong w my set it at any fault of my own. I paid good money for the original set, paid for the additional warranties, taxes and delivery. I also paid bobs to take a brown chair out of my home bc I didnt want mismatch furniture in my home.now I am expected to pay for a new delivery fee again. Whikw on the phone w bobs customer service reps, I am being treated terribly after I have waited for hours to get on the phone w a representative. I would NEVER reccomend Bob's to anyone I know. I have never had such a bad experience with a company, especially after I have been inconvenienced so many time. I feel like I am the one doing something wrong. I paid for the furnirure and I just want a quality piece of furniture. I am not asking for free furniture because I have paid more than this furniture is worth! I also understand that the chosen set cost is more than my credit, I am not disputing that. But I think as a customer that has been more than patient with rude representatives and supervisors, I should get something additional for my troubles. If I dont take a stand and let someone know my terrible experience, this will continue to sadly happen.    Also, o e last point. I was given a COURTESY reselection. Yet Bob's is srill continuing to collect more and more money off of me bc they refuse to pay for delivery. All because their technician doesnt know what is wrong with my sofa set. They refused to send another tech out. They refuse to pay delivery. Yet they will sell furniture that sinks,  frame bends and squeaks. im suree all those problems will appear in his ipad picswhich is the Only thing he did. 
Sincerely,Frustrated, disgusted and broke
[redacted]

Good Afternoon Revdex.com-
We are very sorry that the process was so frustrating for
this customer.   We did send the team out
to remove the mattress and foundation from the parking lot on 1.6.17.  We also tried to reach out to the customer at
2:36pm 1.10.17 to discuss...

compensation. 
We can certainly make an offer for compensation now.
We would like to offer a Bob’s store credit in the amount of
$199.99.  If the customer would like to
accept this offer they can reply that they accept and the credit will be placed
on the customer’s account.  This credit
never expires or loses value. 
 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because: The company is not taking responsibility for defective furniture. The technician that was recently at my house did not take any photos of the furniture. The photos that the company is referring to are from the very first time the technician came out to my house. The duct tape was put on the couch because as I have stated before there is something wrong with the springs on the couch....The springs are sinking in when you sit on the couch and one spring popped a tiny whole in the material that sits on top of it and I placed a piece of tape over it so it did not damage the cushions above it.......Again there is something wrong with the workmanship of the furniture, we did not damage our furniture it is the fault of the company and their poor workmanship on building furniture!....I think it is disgusting that a company lacks the wherewithal to put it's customers first and just takes their money and delivers faulty furniture......It apparently is a common practice with this company as Bob's Discount Furniture is no stranger to a tremendous amount of customer dis-satisfaction!!!! and it is further disgusting that they have their sales people swearing up and down and guranteeing that Bob's would fix anything....I asked specific questions to the sales rep. and she guranteed anything will get fixed...Furthermore I am requesting a full rembursement as I am no longer interested in having anymore dealings with this company.  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 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...

Complaint: [redacted]
I am rejecting this response because: I had reached out to them, 3 times spoke with their customer service, before discarding of the foundation, They refused to come take it away, or even look at it. So why would I keep a foundation around 4 or 5 days on the slim chance that they would get back to me, only after we posted negative reviews mind you, and actually want to do the right thing.I wanted them to come take it, or even come look at the damage, and THEY refused to, so no, I would have no reason to have kept it around.  
Sincerely,
[redacted]

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

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

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

Dear Revdex.com,
We are sorry that you do not feel that the credit offered is adequate.  It is the only offer we are able to
make.  The credit is in the system.  We hope that this customer will be able to
find something that they will love having in the home.
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are sincerely sorry for this failure.  We do see that the wrong dresser was referenced as needing of a part.  The wrong part was ordered and delivered.  As a result of this error, the customer was set up for a return authorization for the dresser.  The...

correct part for the correct dresser is available.  I have ordered it in case the customer choses that option. At this time, we have a couple of options available to the customer.  The pieces are completely outside of manufacturing warranty as this issue was reported 9 days prior to the warranty expiring, we will honor the office for the return of the dresser, only.  As the other pieces have no concerns, we would not be able to include them in our offer.  If the customer would like to wait for the part to be delivered that will rectify the concern, we would offer a concession to keep on this piece.  That would allow the customer to keep the matching set, the customer would receive compensation for the aggravation of the drawers rubbing on this piece that is still usable.  If this customer would like to explore that option further, we will document the account with what we are able to offer.  Sincerely, 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 in reference to this claim. I have also attached a copy of the [redacted]
handout the customer was given at the time of purchase.  This clearly shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims.  [redacted] is a third party insurance
company.  Like any other insurance policy
they accept claims that are submitted with when the damage occurred (within 30
days of being reported) and how the damage occurred (to show that it was an
accident and not misuse).
[redacted] has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied.
While we truly wish we could, we are unable to force another business into
overturning a claim. The customer
reported that they did not know how this damage occurred.  By [redacted]’s guidelines this is not a
verifiable accident. 
This set was purchase in March 2013.  The
pieces carried with them a one year warranty against manufacturing defects.  That year warranty expired two years
ago.  We did send our tech to the home, free of
charge for a “Best Effort Service” January 31, 2015.  He looked at the dresser and deemed it was
un-repairable.  As it was outside of
warranty at that time, we had no recourse to offer. 
We regret that we are unable to offer recourse to this customer. 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com-
I can personally identify with a consumer’s need for an
apology outside of making the concern right. In this case the amount offered is
already above what our policy indicates. 
Any compensation agreement is discussed after the
customer has been fully satisfied...

with the merchandise they paid for and a form
of apology is usually processed by gift card. 
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. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. Should the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture