Blue Ridge Travel

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

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

Good 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: I never rejected this piece, in fact I was never given the opportunity to see it.  Furthermore, I was not aware that a delivery date had been set.  After speaking to 7 customer service agents and wasting my time trying to figure out delivery or pick up on my own dime, I was notified that they were out of stock on this item!  I wasted part of two days dealing with this to have someone call me and tell me it was back ordered.  I have been under extreme duress dealing with this.  I couldn't be more disappointed in this situation and the inaccuracy of Bobs response.
Sincerely,
[redacted]

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

Complaint: [redacted]
I am rejecting this response because:I did accept the businesses offer to receive a replacement unit/part which is supposed to arrive at the [redacted] store on 1/31/17 and I plan on picking it up on 2/1/17.  Considering the fact that the item was damaged they should of come to my home with the replacement unit to fix the brand new damaged vanity whether or not I had the item delivered to my home considering the fact that Bob's claims that they have a one year warranty.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:they lied I stated previously that I have spoken 
To serve so different customer service reps and the one who approved it was Monique and now there gonna tell me after I received the furniture and calling in because of the poor customer service they now tell me I owe them 137.93. Are they kidding me I received the furniture so this is rediculious I am tired of going back and forth I will have to send pictures I took when I went into the store to try and straighten this out they want you to give in how us the Revdex.com GOJNG TO HELP ME BECAUSE I AM NOT BACKING DOWN 
Sincerely,
[redacted]

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

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

Good Afternoon Revdex.com,
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 Day Revdex.com,
I am truly sorry that our initial response has caused our customer
more frustrations. I assure our customer that the intent of my response was not
directed at the reliability of his person or character. Our delivery drivers
and service technicians complete an average of over 3,000 stops combined a day
and it is neither within common practice nor the normal nature of our business
for this type of personnel to provide avenues for resolution. Our Service
Management Team has been made aware of the assertion that our customer has cited
and we will continue to address this claim internally.
The various protection plans we sell and have sold for many years
are designed to offer protection against factory defects (as outlined on our
sales invoice) and/or one time occurrences of coverable accidental damages (as
outlined in the ‘Guardian terms and conditions’).Our customers are usually very
happy with the outcome of their reported claim and based on the price they paid
for the coverage our sales associates and sales managers would have no reason
not to boast about the extreme value the protection plan carries. Our
technician’s report did not indicate finding any defect present in the (Right
Side Facing) recliner and therefore as the customer is giving no report of
accident to cause this and we have a record of no defect present within the
entire set; the protection plan purchased does not apply.
As indicated- I have reviewed this concern with our Service
Management Team and they are willing as a ‘Best Effort Courtesy’ to revisit
this customer’s stop to investigate the concern with the right side facing recliner
–“snapped joint”. As our customer has indicated that he doesn’t feel that the
technician spent enough time with this item we are willing to provide a
courtesy attempt to rectify this concern only. We will dispatch an elevated
level service professional to ensure the concern is properly investigated and repaired
on site if possible.
Please
note that ‘Best Effort Courtesy” indicates that we will do our absolute best to
repair the damages present during this one time service appointment and cannot/
will not be held liable for future occurrences of damages or workmanship deterioration
on this merchandise IF it is determined again that this concern is not
the cause of a manufacturing defect in workmanship.
Should our customer wish to accept the option of an additional
service visit they are welcome to email me directly to schedule the offered
service visit at [redacted]
. Service availability changes by the hour and is routed by geographical
location so it is in our customer’s best interest to work directly with us in
scheduling. Should they prefer to continue to utilize this Revdex.com channel for
communication please have them indicate this and I will respond with a list of
available dates for this customer’s area.
Sincerely,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate 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
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

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...

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

advised they have attempted to make contact with the customer.  We hope that this contact has been successful and that the claim is being rectified.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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]

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

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 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.   We are very sorry
for the error in having only one foundation sent out instead of the necessary
pair.  That has been corrected and the
delivery has been completed. 
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 have offered a refund on the delivery fee and that offer has
been accepted 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 no
further action is required from the customer at this time.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Afternoon Revdex.com-
I am very sorry that this bed collapsed
causing the customer to hurt his leg. That is not at all the experience we want our
customer’s to have.  This bed is no
longer manufactured and this customer is outside of the one year manufacturer’s
warranty.  I have...

reached out to our parts department to
see if there are other rails that could be adapted to work, they say there are
not.
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 our Customer Care Offices at ###-###-#### (Mon- Sat
-6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it fully
processed.
As this is a one time courtesy- It should be expected that for any
future occurrences of concern, on any other sales order, this individual
consumer is agreeing to adhere to the terms and conditions of their warranty
coverage and the determinations of Bobs Discount Furniture’s Service Professionals.
Our Service Policy is fully disclosed on the customer’s sales invoice and
provided at the time of sale.
Courtesy Offer for Resolution:
Option 1 – We can offer a 50% refund on
the bed only. The cost of the bed was $218.17. 
We can offer a refund of 109.08 back to the customer’s original method
of payment. If you choose this option please call in with MC ending in 7009 so
the refund can be processed.  There would
be no remaining warranty on this bed.
Option 2- We can offer a free metal bed frame.  We would set up a credit and the customer
could go pick up the bed frame at his earliest convenience.  If the customer chooses this option they can
just reply to the Revdex.com mediation service and I will set the credit up on the
account.   I have confirmed that the
[redacted] store does stock these.
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are sincerely sorry that the customer did not receive the requested delivery date.  We do see that the customer received the delivery on 9.13.17. The delivery was completed without issue.  We are very sorry that this was a frustrating experience for the customer....

   Sincerely, [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com-           
We are very sorry for the error
on the processing of this order.  The “cover”
the customer is speaking of is part of the parts of the mattress, not a separate
item.  The store in an effort to...

assist
the customer is receiving a bed protector; a completely separate item from the
mattress did change the order.  They also
set it up to be delivered to the billing address instead of the requested ship
to address.
We are very sorry for this inconvenience.
The customer is due a refund and the money is
sitting on the account currently.  To
process the refund we would need to have the customer call into the store with
the original Visa card used for the purchase. 
For security purposes we are not able to view the card number, so to
process the refund, the customer would either need to stop by the store or call
in with that original card.   The amount
to refund is $91.34.  Please call the
store at ###-###-#### when you hear Bob start talking hit 3 to be connected
to the store.
 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture