Blue Ridge Travel

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 the continued frustration this customer is obviously experiencing.  We do not expect every customer to agree with every policy we have in effect.  We agree and acknowledge that an error was made when the store did not confirm the delivery address the order was to be delivered to.    The order has been canceled at the customer’s request and we are very sorry that we were not able to make this right for this customer.  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.
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]

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

Complaint: [redacted]
I am rejecting this response because:I understand that there are reported measures that Bobs Discount Furniture report they take but if Bobs provided documentation that they exterminate their warehouse and or have extermination inspections then that would be a more appropriate answer. With all the massive amount of public education that is available on bed bugs, it is known that bed bugs can be the result of purchasing new furniture. The Bobs representative response stated otherwise and that is not accurate. Yes it is true that bed bugs can be the result of many things such as traveling, movie theaters, apartment complexes, etc. However, Bobs feel that this occurrence is not linked to the furniture they delivered and the trained exterminators as well as myself disagree with that. The canine dog they provided inspected the entire apartment and did not find any evidence in the pipes, walls, sockets, floors, or anywhere else in the residence which they would have found especially if they traveled throughout the apartment to the bed as the Bobs Representative stated. However the canine did find bed bug evidence in one place which was the bed frame. Regardless whether Bob's admit to selling the furniture like this or not, I am sure the same way the canine and exterminators were sure that the bed bugs did come from the bed frame where the evidence was found. Regardless of whether Bobs is willing to admit fault or not, they should at least provide proof that they exterminate their warehouse and I would like this complaint to be posted so that others can be aware.
Sincerely,
[redacted]

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

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

Complaint: [redacted]
I am rejecting this response because:As I mentioned before the bed bugs were delivered in the sectional from the warehouse. I do not need a history of bed bug information from Bob's Furniture. I am well aware of how you get bed bugs, where they dwell, and how to get rid of them. Unless you actually find them and exterminate them directly they live in crevices and are very hard to kill. I know Bob"s mentioned they spray but just spraying does not kill them. There are many other reviews online stating that  customers have received their furniture with bed bugs from Bob"s. My exterminator did not find them anywhere else but in the sectional. I asked Bob's to come pick up the sectional within their 60 day guarantee. THEY REFUSED!! What was I suppose to do, keep the couch with bed bugs? All I want is my money back. It is BOb's fault they did not receive the merchandise back. They refused to pick it up or even send someone to my house. I spent thousands of dollars on exterminators, hotels, new furniture and all I want is my money back for the sectional I had to throw away because they would not pick it up or exchange it. Please do the right thing and do not make excuses or preach to me about the history of bed bugs.
Sincerely,
[redacted]

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,
I have
attempted to make contact with this customer by phone and email today
(12.24.2015) in response to their concern.
I have
conveyed my apologies to our customer as we are obviously very embarrassed
about the behavior reported in this complaint.
I...

am
currently waiting on the customer to follow up with me directly, as this type
of situation is extremely far from any sense of normalcy for our company it
will benefit our customer most if we are able to communicate on a more direct
basis regarding this concern.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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

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 apologize for any confusion; the customer response in
this mediation process, posted on 3.17.17 does mention the customer was seeking
to have one spot cleaned. 
The protection plan is not meant to address a “build up” of
concerns.  Similar to auto insurance, you
would not be able to call and report the side was scratched in a parking lot,
the front was damaged from hitting a curb and the back was damaged when another
car hit it. 
You have a damage that resulted from a single accident, you
call and give them the details and then [redacted] offers recourse to bring the
piece back up to showroom quality. 
Sincerely,
Tracy Sa[redacted]
Corporate Liaison
Bob’s Discount Furniture

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

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their service technician experience with us.
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with [redacted]...

to
rectify the situation and reach a satisfactory outcome.  This customer has an exchange scheduled for
4/27/16.
 
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

Good Afternoon [redacted]
We are very sorry for the multiple delivery attempts you have had
to endure.  I do see those attempts
listed on your account.  I believe that
the offer of compensation was a fair offer. 
We do not normally offer compensation as a refund for multiple...

delivery
attempts. 
In an attempt to make this right for you I am willing to go above
what our standard procedure is and offer you the compensation as a refund back
to your original credit card.  While this
is not normal practice, I do feel that it is warranted in your case.  It would be for the amount that was
previously discussed with you, $75.  I
have canceled the request for the gift card and set up the refund paperwork for
the $75.  This will be final compensation
and the amount in non negotiable.  I hope
that you find this to be a fair compromise between what has been offered and
what you requested in your complaint.
I
have created all the necessary paperwork for you in advance in an effort to
make this as easy for you as possible – once the original credit card number is
entered into the transactions the refund(s) should process back to you within
5-7 business days.
o   Anytime after 10am
and before 9pm Dial ###-###-####
o   Press the number
one (1) on your keypad when you hear Bobs 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,
this can only be refunded to the original credit card MC ending in [redacted]
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]
Corporate Customer Liaison
Bob’s Discount Furniture

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

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 will be working closely with Diana...

to
rectify the situation and reach a satisfactory outcome.
 
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

Good Morning Revdex.com,
I am unable to locate a customer account with the information
provided at this time. I have attempted to search by address, phone number, the
claimant’s name/email, and the girlfriend’s name listed here and my search
continues to return no records.
Please have the...

customer submit their account information so that
I can research the validity of their concern further.
As of now, basing my response solely off of what the claimant has
posted I am unable to locate how our business has failed this customer. The
quote that the salesperson is alleged to have stated doesn’t match the claim
provided to Guardian. Guardian does cover ink marks and puncture marks from a
pen however the customer’s claim is in no way related to that type of damage.
As a consumer myself I do understand that any item I choose to place onto my
merchandise (I.E – a toss pillow or a blanket) is not the result of an
accident. I intended to place that item onto my sofa and therefore I am solely
responsible for the effect it has on my sofa (I.E- dye transfer from one
material to another). Based on my professional experience (as I cannot locate
the account to check) I would imagine that is the reasoning Guardian used to
deny the claim.
Guardian is a third party company
and we have, for many years, experienced a vast amount of approved claims
through this third party company. Our customer’s are usually very happy with
the outcome of their reported claim and based on the price they paid for the
coverage (which is extensive) our sales associates would have no reason not to
boast about the extreme value the protection plan carries.
We provide a general flyer at the time of sale that very clearly
indicates there are some exclusion(s) to the protection plan and the document
further encourages the consumer to read their full plan documents for the list
of exclusions. As the manager of the accidental plan, Guardian is responsible
for sending the consumer their own plan documents.
If the customer would like to submit further information that will
aide in being able to access their direct account (sales order number/customer
number/delivery address/purchaser name as listed on the invoice) I am happy to
research the account documents to ensure I understand the claim details
correctly. At this time based on the information provided to us, Bobs Discount
Furniture is unable to offer recourse for this type of in-home damage.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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...