Blue Ridge Travel

Good Afternoon [redacted],
How embarrassing it is to read about your
terrible experience with us. I am truly sorry for the lack of care that was
applied to your concern and we thank you for escalating your complaint so that
we can address the experience you had within our staff. I find it...

equally appalling
that you were denied a Saturday delivery, while some of the Saturdays in the
month may be booked in advance (we do only have a limited amount of trucks
available that can fill approx. 4,000 stops a day) it really shocks me that no
Saturdays were available at all.
Even more embarrassing is the fact that when
reviewing your refund paperwork it doesn’t look like your card number was
entered properly. Therefore there is no refund on its way to your original
payment method at this time.
If you would like to provide us with an opportunity
to make our failures right by keeping your purchase with us then we will most
certainly reimburse your delivery fee once the delivery has been accepted to
your satisfaction.
Should you feel that a cancelation for a
refund is in your best interest at this time, I do understand your reasons why
and would like to process this transaction for you directly so that there are
no other concerns of inconvenience to you. My direct phone number is ###-###-####;
please feel welcome to respond to me directly or via this Revdex.com channel you have
initiated.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate 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...

Thank you for providing the photos of your sectional. I was hoping to see signs of either nail polish or drippings of the nail polish remover, unfortunately, I did not see either. The cracking and peeling is very apparent and common amongst bonded leather products. Most of the furniture we sell has a one year manufacturer warranty however; we have extended the warranty from one year to three years on bonded leather merchandise. Based on the information you provided, the damage happened on or around May 8, 2015, nearly 5 years after delivery; therefore there is no warranty in place that would allow the replacement of the furniture.  Your goof proof claim was denied as the accident you reported was not reflective of the damage.I understand your request for a replacement however, I am unable to oblige based on the reasons listed above.  As a courtesy I can offer two alternate options;1)    Issue a $200 gift card to be used toward the purchase of  a new living room set2)    Refund 20% of the original purchase of the sectional- $239.80It is my hope that you understand our position and find one of the above options acceptable.Thank you,[redacted]

Good Afternoon Revdex.com- We are very sorry for our error.  We did realize as soon as we sent the reply that we had posted the date incorrectly on the pickup.  The pickup was completed on 3.24.17.  We apologize for our error.   Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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 are sorry that this
customer has endured long hold times and lack of follow up as well.   We can
certainly...

understand the customer’s frustration.
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.
I believe that the team on 3/2/16 that refused to make the exchange were
concerned that the piece that they were there to pick up was damaged during the
process of trying to get it into the home. 
When there is a very tight fit, the teams have to take into
consideration whether they can make the delivery without damaging the
merchandise or the customer’s home.  We
do require the team to make an attempt and to show the customer that it will
not fit without causing damages.  Did the
first team have issues getting the piece into the home? We are sending another
team out on 3/19/16, we are asking for a more experienced team to ensure that
either the piece can be exchanged, or they in the very least show the customer
that it can not fit safely, without causing damage.
At this time we are looking forward to completely resolving this customer’s
concern on 3/19/16 and should the customer still be seeking an apology from us
they will be able to speak with our Customer Care Office prior to the delivery
team leaving their residence on 3/19/16.  We will review the account at that time and
determine what Bob’s gift card amount we are able to offer as compensation for
our failures.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer has been offered a full pick up for
refund due...

to our numerous failures.  The
customer has asked for a few days to consider the offer.  We ask the customer to call into customer care
to schedule the pick up.   
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate 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]

Good Afternoon Revdex.com-
We are very sorry for any confusion or miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s.  I see that this purchase was delivered
in June 2014 and at the time of purchase, the customer purchased the option...

of
[redacted] Plus. 
This protection plan has two aspects.  Through Bob’s this customer is covered for a
period of five years for manufacturing defects. 
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area. 
The other side of this plan is through a third party
company, [redacted].  [redacted] covers the
merchandise for accidental damages. 
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
everyday use, misuse or abuse of the merchandise. 
We had a tech scheduled to the home January 2016.  That service had to be canceled due to a
winter storm.  We did not hear from the
customer again until March 2017.  If the
customer had rescheduled the service in early 2016 we might have been able to
repair the piece.  When the tech surveyed
the damage in March 2017 he deemed it unrepairable.  I have reviewed the photos with our service
manager and he has confirmed that this damage report is correct.  This damage is not a manufacturing defect.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com,
We are sorry that our customer is experiencing any disappointment
with the living room furniture or their warranty protection thru Bobs Discount
Furniture/Guardian.
I have included a copy of the report we logged from the
customer and the report we logged from our...

technician. It is clear that the
technician most likely did not attempt to repair the merchandise due to the
extreme damage that was present.
Customer’s Report to Us:
 
Date of Delivery: 10/19/13
Sofa/ both arm rests sunk
in
Ottoman/ leg came off
Chair/ RSF arm rest/ sunk
in
Above Comments Added By [redacted]
On 07/24/2015 at 10:49
 
Tech’s Report to
Us:
Spoke with tech [redacted]
12:25-12:37, long wait
time
 
Sofa, three seat cushion
springs are out of shape, Right Side Facing arm top is broken in half
Estimated Cause/Overall
Condition: Customer/environment caused/ Poor
 
Ottoman, leg is broken in
half, not repairable
Estimated Cause/Overall
Condition: Customer/environment caused/ Poor
 
Chair, Left Side Facing
arm, broken in half on the top, not repairable
Estimated Cause/Overall
Condition: Customer/environment caused/ Poor
Above Comments Added By [redacted]
On 08/01/2015 at 13:32
 
Regretfully there is no manufacturer defect that would cause
this much accumulated damage and the customer’s protection plan thru Guardian covers
accidental occurrences. The terms and conditions of this protection plan
indicate that an accidental occurrence must be reported within 30 days of the
damage occurring in order to qualify for coverage.
I have included the terms and conditions page that indicates
this for Revdex.com’s review. I am not able to locate what type of accidental occurrence
the customer reported to Guardian for coverage on the Sofa/Ottoman/Chair as
they are a separate company. Please ask the customer to disclose what type of
accidental occurrence (for each item) occurred to cause the damage present and
to send us photos (thru this Revdex.com channel) of the Sofa/Ottoman/Chair. We
apologize we are unable to locate the photos our technician took in our library
and want to ensure we are reviewing the customer’s concern in the fairest
manner possible.
We will review the customer’s report upon receiving the
response/photos and advise if we are able to offer any further assistance on
these concerns.
Thank You,
[redacted]
Bobs Discount Furniture
Customer Care Corporate 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 am eager to resolve this issue and finish my dealings with this retailer. I do not intend on ever returning as a costumer so I am requesting option 3. See below.Option 3:We will provide the customer with a refund based off of their original method of payment in the amount of the delivery fee paid for this sales order: $99.99.                 Processing: In terms of the refund, the customer’s original method of payment was cash therefore the refund processing has already been conveyed to this customer by way of their original sales receipt:                Exert from receipt:                                 “......⇄ will mail you a check from our Corporate Offices within sixteen (16) days if you made your payment by cash….”
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry for the delay in having this
rectified.  The customer has been offered
a reselection credit.  We thank the Revdex.com
for bringing this to our attention. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are very sorry for the customer’s frustration.  We do show that team was at the home from
330pm to 338pm which was within the customer’s given timeframe.  The team took a photo of the home time
stamped at 338pm.  The team can absolutely
ask a customer...

if they can come early, but they have to honor the given
timeframe. 
Often customers want an immediate answer to a delivery
situation and we are not able to provide that. 
We have to work with the depots that the teams work out of.  They make the decision on whether a team can
go back or not.  If a customer misses
their delivery time we can not send the team back if it will negatively affect
the other customers on that route.   The
depot must look at many factors before giving us their answer- traffic, route
and team running late all must be taken into account.
In this customer’s case we were able to send the team back
to complete the delivery.  We are showing
the delivery was completed that night and the customer has not called in to
advise us of any issues.
 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Tell us why here...

Good Afternoon Revdex.com- We are very sorry for the delay in the part order.  As the retailor and not the manufacturer, we have to rely on our vendors to fulfill part order requests.  When the customer experiences this kind of delay we absolutely can offer compensation.  We would need to...

wait until the concern is rectified.  We only offer compensation one time per order.  Offering it now, based on have the issue and having to wait for the part would be a lower offer than waiting until the part is received and installed and basing the offer off of the amount of time the drawers were unusable.  We have commented the account that this is approved to be offered back as a refund to the customer’s method of payment.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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]money has been returned . I will never use bobs again and have told everyone I know about my experience with pic s of dirty mattress  still in the plastic this is an unexceptible practice

Good Morning Revdex.com,
We certainly apologize that this has been
an ongoing issue for this customer.  With
a current fraud investigation being conducted, we are not able to offer any
recourse until the outcome has been determined by the bank and law
enforcement.   We issued a check, mailed
it to the customer’s home address, and the check was cashed, we have no way of
knowing who took the check to the bank and cashed it.  Until the bank and law enforcement release
the results to us we can not offer to issue another check. 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison

Good Afternoon Revdex.com,
There are policies, procedures,
terms, and conditions in place in order to keep resolutions fair for all
customers alike. We do not force our customers into making any purchase, nor do
we mislead customers during a purchase.
Our records indicate that we have
offered a courtesy service (at no charge to the customer) which is above
and beyond the company policy document(s) we provide to all customers during
the time of sale.
The customer did not enter in an
agreement to purchase new merchandise and the sales order was clearly sold as
an outlet/clearance purchase. We continue to stand behind our offer of
professional service (from the same service technician we would send to a
customer’s home that has factory fresh –new- product) at no charge to the
customer as the most fair and adequate courtesy offer we can make in this
scenario.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com,
While I can understand our customer’s disappointment it is
reasonable to expect that when a business is already working outside of policy
(that was provided and signed to at the time of sale) to honor a demand for
refund, that same business would not provide a duplicate offer for
compensation. We are compensating our customer by changing the guidelines we
keep in place for all customers in order to make her individual concerns right.
Our greatest loss is and will remain loosing our customer’s trust in our business.
We thank the customer again for reporting her concerns so that we
may grow as an organization and look forward to providing our customer with the
satisfaction of the removal for refund.
Sincerely,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry for any misunderstanding with what is
covered. 
This warranty has two aspects.  Through Bob’s this customer is covered for a
period of five years for manufacturing defects. 
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.  We have sent our technicians to the
home.  The tech deemed the damages were
not manufacturing in origin.
The other side of this warranty is through a third party
company, [redacted].  [redacted] covers the
merchandise for damage resulting from a single accident.  Accidental damage must be reported within
thirty days of occurrence and the customer must be able to provide the
necessary details to clearly indicate that this damage occurred through a
single accident or incident and not through everyday use, misuse or abuse of
the merchandise.  The customer called
[redacted] and reported to them several damages of unknown origin and unknown
date of occurrence.  [redacted] only covers
accidents.  If you can not report when it
happened and how it happened then it is not an accident.  We are not implying by this they it was
intentional, damage that occurs from use, over time, is not covered.  They only cover damage from a single accident
that occurred within thirty days of being reported.
The [redacted] plan does not cover damage from
wear.  The best analogy I can give would
be is it is similar to car insurance. 
You can not put in a claim for tires wearing down or windshield wipers
falling apart.  These things are neither
manufacturing defects nor damages from an accident. 
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because:  I do not appreciate the response I received that disregards my original complaint and denies any fault in the furniture. My recliner does not recline as it is supposed to. Your technician acknowledged the problem and determined that the solution would be to replace the reclining mechanism. For you to insist that the is "no defect present within the chair at all" is absolutely ludicrous. If there was "no defect" then why did [redacted] in your customer service department attempt to sell me a new reclining mechanism? Look, we just want a recliner that reclines as its supposed to. We purchased the 5 year extended warranty to ensure that we would have furniture that functioned as it is supposed to for at least 5 years. We do not want to spend any extra money on Bob's Furniture at this point just to have something that we were promised from the get-go. Please either repair the chair we already have or allow an even exchange of our broken recliner for a new one that reclines properly. Sincerely,
[redacted]