Blue Ridge Travel

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...

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 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

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]

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

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]

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 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

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

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...

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 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

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

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 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,
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

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 [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-
We are very sorry if the customer is having trouble viewing
the sales order.  It is available as an attachment
to this complaint.  I have highlighted
the areas that apply to this complaint. 
We understand that the customer is requesting a refund but per our
policy, signed at time of purchase, we do not have that option to offer.  The offers of reselection or exchange stand.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the
inconvenience the multiple deliveries continue to cause our customer. We can
certainly understand the customer’s frustration and acknowledge the reasons why
the customer feels they are owed something additional after their...

concerns have
been resolved.
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.
We currently have the final delivery pending that can be scheduled for the dressers
on or after November 12, 2016 to complete the delivery of this order.
At this time we are looking forward to completely resolving this customer’s
concern on or after November 12th and once the delivery is completed,
we can offer compensation for the delay.  
Normally we offer compensation only as a Bob’s Gift Card, but due to the
longer then expected delay, we will offer this customer’s compensation as
either a Gift Card or as a refund to [redacted]
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison