Blue Ridge Travel

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 finally received my refund after 33 days from my initial order. I only wish that they learn from these many mistakes so this very unpleasant experience does not happen to anyone in the future. 
Sincerely,
[redacted]

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

Complaint: [redacted]
I am rejecting this response because: On 9/9/16 Service Manager Tashida told me that no replacement was available and nothing could be done and that a manager from merchandising would call me. To date I have not heard from anybody at Bob's!  At this time I am not interested in waiting any longer for my furniture.  I no longer trust Bob's to deliver on their guarantee or warranty.  My desired result is that Bob's pick up the furniture and refund my money!
Sincerely,
[redacted]

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- 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...

Good Morning Revdex.com,
We are very sorry for the damaged merchandise
that this customer has had to deal with. 
I have already spoken to this customer through another channel and have
offered compensation which has been accepted. 
I do not see as this complaint states that anything...

was returned to the
store.  We do not offer refunds on any
pieces that have been picked up by a customer and assembled.  I have already created the compensation that
this customer and I agreed upon.
We are very sorry that any
customer should have to encounter these issues and we look forward to this
customer receiving their merchandise tomorrow.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison

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

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]

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 Afternoon Revdex.com-
In an effort to meet this consumer’s
demands for resolution we will make a one time only courtesy offer for exchange.
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) schedule the exchange.  Please
give our agent your ACCEPTNOW code [redacted] to easily reference exchange to
schedule.
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.
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 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,
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

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 Afternoon Revdex.com-
We are very sorry that this customer is
having this issue. While I understand their frustrations and acknowledge that they
sincerely feel we failed them, our Goof Proof Plan does clearly state that only
pet bodily fluids are covered.   I have
attached both...

the Goof Proof Plus handout given at time of purchase and the
customer’s specific warranty card from [redacted].
The merchandise was delivered on
4.27.16.  On 4.28.16 this customer called
into [redacted] to report that their pet had chewed the new sofa.  We offered the customer a customer purchase
part order on 4.29.16 which was later canceled for lack of interest from the
customer.
We sent our technician to the home to
investigate a complaint that the fabric is fraying.  The tech found several instances of pet
damage on the pieces.  We are very sorry,
damage caused by pet nails and teeth is not covered under any warranty.  If the customer would like to pay for
replacement parts we can still offer that option. 
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com,
We apologize to our customer that we are unable to take
responsibility for damages that are caused completely outside of our control
and are not results of factory defects.
Our technician did not find any issues with the workmanship of
this set during the visit. While I acknowledge that the customer purchased a
second recliner because they were unhappy with the first one, the warranty
associated with the previous chair has no place in this mediation. That
specific chair was never inspected under our ‘Service Policy’ (listed on the
sales invoice) there fore there is no evidence to state that specific chair was
experiencing any issue, let alone a manufacturing defect that may have
been covered under the vendor’s warranty. The current concerns this customer’s
merchandise is showing are not covered by any warranty and we are offering the
original option as an extreme courtesy.
We do not expect our sales professionals to be versed on each and
every set’s manufacturer warranty as we offer the five year protection plan and
supply our Customer Care Agents with the tool needed to access that information
should a legitimate warranty claim be reported. The information on our sales
receipt and in our trifold (both provided at the time of sale) is specific in
indicating to the customer that motion sets may have a longer warranty and that
they should be calling Bobs Discount Furniture Customer Care (not the retail location) for concerns after
delivery.
We stand behind the offer we have already made as the most fair
and adequate offer available; please consider that as a business we are not
offering resolution as a result of the set’s quality being in question. The
pictures included display that this merchandise has experienced extreme use
within its environment. The reasons for this merchandise’s current state are not
related to factory defects or a fault of our business.
Our original & final offer:
The best we can do as a business and after all facts have been seriously
considered in this case is offer a 30% store credit (in the form of a Bobs
Discount Furniture Gift Card) based off the price paid solely for the sectional
(this would amount to $359.40).
Thank You,
Stephanie 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 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 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

Complaint: [redacted]
I am rejecting this response because: First, there was never an offer to repair since the part was not available.  Secondly, I was never offered a replacement, I was offered store credit. If the customer service people had a clue, they would have realized that the recliner does not need to be replaced, only the electric lift mechanism does.  My fear is that the recliner that they say was ordered does not match the other four pieces.  Will Bob's guarantee to the Revdex.com that the ordered piece will match the other four pieces and it will function properly and that if it doesn't match or function properly or if its not delivered as they say in their response, they will refund the entire purchase price.    
Sincerely
[redacted]

Good Afternoon Revdex.com- We are sincerely sorry that the customer is unhappy with the delivery charge.  The customer is not punished for purchasing more. The delivery fee is on a sliding scale as that is how the delivery team is paid.  If a customer only orders one chair, it is a very quick...

delivery, the team is paid less.  If the customer purchases several rooms of furniture than the delivery will be a longer stop, the cost is higher.  Bob’s offers discounted prices.  We do not hide “free delivery” in the cost of the merchandise.  It is that philosophy that has created loyal customers.   We do not offer free delivery.   We are very sorry, we will not be able to grant this customers request.  We do believe that the team earns their paycheck.  They are paid based off of that delivery fee.  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]