Blue Ridge Travel

Good Afternoon Revdex.com- We are very sorry for the concerns represented in this claim.  The compensation in the form of a Bob’s gift card was done on 7.12.17.  We cannot post the card number here, but if the customer has not received the email notification,  it may have been routed to...

the spam or junk mail box on the customer’s computer.  The depot has advised us they have reached out to the customer and started the claim process.  We ask the customer to advise if there are any further concerns.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Dear Revdex.com,
 
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with us.
 
Regretfully I am unable to locate any account information that matches this
consumer’s complaint within our internal...

records.
 
I have looked under the name, phone number, and address provided here and see
only an order for two twin mattresses that was written up and then
canceled. 
 
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further?  They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers that may bring up their account records.
 
We ask that the customer responds to us thru this Revdex.com channel 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
on 4.5.16 and at the time of purchase, the customer purchased the option...

of
[redacted]
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. 
The other side of this warranty is through a third party
company, [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 have reviewed the [redacted] denial.  The damage was not called in per their
policy.  The customer did not report a
single accident that caused damage; they reported several damages and reported
that they did not know how the damages occurred. 
We have reviewed the photos our technician took in the home
in September and January.  We have
attached those for review.  The glass and
wood table is severally warped due to moisture on the top.  The tears in the sofa are from the piece
being treated roughly.  The damages do
not stem from manufacturing defects.  The
support on the table being cracked was reported to us that the customer was
moving the table and the glass fell through and hit the supports.  The customer told [redacted] that it just fell
through.  Because this was not called in
to them as an accidental damage the claim was denied.
The [redacted] covers the merchandise for damage
resulting from a single accident and manufacturing defects.  This plan does not cover wear.  We have twice sent our technicians to the
home.  The techs did not find any
manufacturing defects.  We have attached
the photos of the damages and the GPP handout given to the customer at the time
of purchase which does clearly show what damages are covered by which
company. 
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are very sorry that this has not been rectified.  There is no report of missing
headphones.  If the customer would call
in we can process the necessary paperwork to have loss prevention
investigate.  The exchange paperwork is
scheduled.  Due to...

this bed still not
being assembled if the customer would like to return the bed for a refund we
will honor that request instead of the exchange.  If the customer would like to continue with
the exchange and the exchange fails the customer can send everything back for a
refund then.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are very sorry about the confusion on this
customer’s credit.  This customer opened
a new complaint without closing the previous complaint.  The offer we had extended was very specific
that accepting the reselection credit would fulfill the one time...

replacement
that the [redacted] warranty allows.  Please see
attached the letter of offer that the customer is referring to.
I have reviewed the call that the customer mentions
with the agent named Larry, he is not a supervisor, he did not reach out to
her, she called into the call center and he was the next available agent
free.  He at no time during the duration
of the call claimed to be a supervisor of any kind.  He did not tell this customer that she was
going to be credited for [redacted].  He
told her exactly what was listed in the credit, which matched my offer.  We would waive the delivery fee, but the [redacted] contract could not be credited.  He
did however tell her that after the delivery the customer could call back and
request an account review for compensation in the form of a Bob’s Gift
Card. 
We will not be extending an offer for refund, nor would
we be able to offer to credit this customer for the [redacted] insurance.  This policy allows for multiple services and
parts.  It does allow for a one time
replacement on any piece and then is considered fulfilled.  The offer stands as it was originally
submitted.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
I can personally identify with a consumer’s need for an
apology outside of making the concern right. 
I am sorry that there was debris on the sofa when it finally arrived,
and the customer was left with a mess.  All compensation agreements are discussed
after...

the customer has been fully satisfied with the merchandise they paid for.
I see that the customer has been told
several times by several different supervisors that the only form of
compensation we can offer is as a Gift Card. 
I am not sure if the reason why was explained, so I will clarify.  The customer signed an agreement with another
company, [redacted]  Bob’s can not interfere
or intervene with the details of that signed contract.  We are not able to make a payment or offer to
change the contract in any way.  We are
responsible for any manufacturing issues with the pieces, but as far as the financial
aspects, that is a private contract between the customer and [redacted] 
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.
This customer accepted the offer of the delivery fee to
be processed as a Gift Card.  This will
be processed to the email address on this complaint.  That is the only offer of compensation we are
able to make.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because:I never agreed to the $100 gift card. I am not accepting the $100 gift card after I made it very clear via email and over the phone that I wanted a partial refund, NOT A GIFT CARD. It's ridiculous that you offer a $100 gift card instead of a partial refund. It's a ploy to get the customer to come back to the store, spend more than $100 and then be fooled again by receiving low-quality merchandise.It is also ridiculous that you do not accept responsibility for a mistake that was made on your end, not the customer's. Every other store that I've ever had a similar issue with had no problem with issuing a partial refund in a timely manner. Everyone else has gone above and beyond.What is even more ridiculous is your claim that do not offer refunds on any pieces that have been picked up by a customer and assembled. I opted to pick the furniture and assemble it myself after the horror stories that I've read and heard about about the delivery and assembly service. I would have run into the same issues if I paid to have it delivered and assembled because it would have been the same furniture with the wrong parts. And you want to penalize me from trying to avoid those issues and the extra cost?The issue with the two damaged chairs has still not been addressed, which is why I wanted to return the entire set to the store for a FULL REFUND if a PARTIAL REFUND (NOT A GIFT CARD) wasn't issued.The partial refund is for the fact that I was sold defective furniture as well as the time, gas, and frustration that I have to go back to the store again to try to get this issue resolved. It's also false advertising that you're no gimmicks because this is a rather large gimmick if you ask me.I expect a timely resolution to this matter.
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are sincerely sorry we were not able to complete this delivery.  The order has been canceled and the money refunded to the customer.  We are very sorry we could not accommodate the area’s special requirements.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s...

Discount Furniture Tell us why here...

Complaint: [redacted]I am rejecting this response because:
I was offered a $50 credit towards replacement chairs.  Looking on the Bob's website, they no longer sell the dining room table I have nor do they sell the chair.  I have a 2 year old 7 piece dining room set which is now 6 pieces since we have an unusable chair and they don't make the chairs anymore.
A $50 credit would not even cover the cost of 1 chair off of their website as the cheapest chair online is $59.  At this point, the only way I would accept the offer is if I was given 1 matching chair to the set that I currently have and not to another set so the chair doesn't match.
Additionally, the protection plan that we were sold is extremely misleading as we were under the impression it would cover issues such as this.  Why would anyone in their right mind spend an additional $100 on a protection plan that only covers you coming out to color in a scratch on the table with a marker?
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:There is no indication or laundering instructions attached to the furniture.  I was left with no warranty.  Bob's has been unwilling to provide me with an actual copy of the warranty, but this is definitely a manufacturing defect.  The materials separated at the seam, and unraveled.  The same thing happened to a pillow cushion, which was not laundered.  See attached pictures.I laundered the cushion covers for the love seat and sofa, with no problems.I would appreciate Bob's stepping up and replacing the back and seat cushion covers, and a pillow cover.
Sincerely,
[redacted]

Good Afternoon Revdex.com, Please pass on our apologies to [redacted] for the inconvenience the delivery team’s negligence has caused and may continue to cause to he and his family. We assure [redacted] that his property claim has now been correctly filed with the third party trucking company involved...

and we will ensure the obvious coaching concerns presented are addressed accordingly. The delay in processing was due, unfortunately, to a miscommunication.  When the damage was originally filed, it was done so that the tech that had recently visited the home had done the damage.  That was corrected. As the [redacted] property claim is being handled by the trucking company that caused the damages, they can expect follow up from that third party and not Bobs Discount Furniture directly. Per our contractual agreements with this trucking company they are owed a fair chance to process resolution on their claim prior to Bobs Discount Furniture asserting ourselves into a situation where it is most likely unnecessary. I have sent a message on their behalf to our Delivery Managers and the trucking company involved in this claim to please contact him as soon as possible.   The delivery company has advised they reached out to the customer on 5.30.17 and left a voicemail with the return phone number.   Diakon is the company handling the claim.  We ask the customer to let us know if there is any further delay or breakdown in communication. Kind Regards, Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

Complaint: [redacted]
I am rejecting this response because: I have a [redacted] Chest for $249.00 that was returned.  I do not see that anywhere.  If you add that to the bedroom set of $550.00 it some to $799, not $715.85 which should have included tax.Also the post floor lamp of $99.99 should be there too, unsure if that was taken off or not.  Also the [redacted] Plus was returned for $129.99.  Do not see that anywhere either.Again, my total with tax for the 3 items that I have in my house at this time, with tax and everything I paid should be $986.28.  I don't completely understand why no one at Bob's can go over this with me and resolve this issue.  They contracted the delivery men out, did not take back the furniture on day one, refused to take it back.  Then when they did come and took the furniture they had no invoices for anyone to sign with what was returned.   This is bad business and very poor customer service.Again I would like a call from Bob's to go over piece by piece of my complete invoice so that this might be resolved once and for all.  
Sincerely,
[redacted]

Good Afternoon Revdex.com-
Thank you for sending these photos
through to me as requested. While I understand your frustrations and
acknowledge that you sincerely feel we failed you, your sales experiences
remains an alleged account of what occurred over a year ago and any resolutions
Bobs Discount Furniture offer will be from a place of fairness and care
considering all facts of your case.
We apologize for any confusion with the [redacted]
Protection Plan this customer purchased. 
We have reviewed the Terms and Conditions customers are sent when purchasing
[redacted].  Please note the following-
• Repairs necessitated by
intentional physical damage, acts of nature, fire, burglary, theft, vandalism,
collision, spilled liquids (unless specifically stated), corrosion, animal and
insect infestation (including pet damage of any kind other than pet bodily
fluids that may be covered or specifically stated under the Plan),misuse,
neglect, mishandling and abuse.
Also applying specifically to this customer is –
f) Leather Service Only – Stains caused by any food or beverage
normally consumed by humans, human or pet bodily fluids, grass, grease,
ballpoint pen ink, cosmetics, lipstick and crayon. Mold or mildew stains caused
by food or beverage spills. Damage from rips, cuts, burns and punctures of no more
than 3” in length from a single relatable occurrence. Service only is limited
to professional cleaning services.
This was denied by [redacted] under the terms and
conditions of the policy.  This tear is
obviously more then 3” long, it does not appear to be from a single incident,
and is pet damage not caused by bodily fluids. 
It does follow that they would not cover this damage. 
As this customer is unhappy with the terms of the
[redacted] Protection Plan we will offer to refund the money paid for the Goof
Proof.  If this customer chooses to
cancel the policy, the merchandise will no longer be under warranty.  If this customer accepts this offer please
reply as such through the Revdex.com mediation service and we will process the
refund.  Please state if you would prefer
the refund processed as a Corporate Check or would like the refund processed to
original method of payment, Visa [redacted] 
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
Please be advised this consumer/ concern has also submitted a
review, please see the below response as previously posted to the review
channel earlier today (11.24.2015):
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 of extreme disappointment in us at this time. We
assure our customer it was never our intention to cause them to experience more
than one delivery let alone several resulting in further concern overall.
As the
shipment of the sofa is something our inventory system clearly expected in
sooner (we were able to deliver the loveseat earlier in the month) there is
always the chance that the overseas shipping container will make it to our Distribution
Center from the manufacturer sooner than the anticipated date we have right now
for delivery. Please pass on our sincerest apologies that we haven’t been able
to deliver this purchase in full as our customer expected and we look forward
to making the failures we have caused right by our customer.
Our
customer’s account reflects that we have made direct contact with our customer
as of 11.23.2015 off of another social media channel that the customer has levied
their concern with; we have advised our customer that we are on board with discussing
a further apology in the form of compensation once we have been able to honor
our original promise to them. We thank our customer for providing their
feedback and for their extreme patience with us while we work to earn their
trust back in our business.

Good morning,I'm following up to let you know that Bob's DID NOT follow through with the refund they promised.  I was told on March 10, 2016 that I would receive my refund on my card in 3 to 4 business days.  It is now day number 5, I called and found out that Bob's Discount Furniture Store's accounting placed a hold on the refund.  Please reopen this claim.  I want a my money back for the delivery.  The $100.00 is no longer acceptable.  I want a refund of $149.00, for more aggrevation from this company

Good Morning Revdex.com,
To provide more detail in reference
to this information originally communicated:
        To wait for the items
the customer initially purchased with the understanding that the tentative
stock date remains beyond our direct control, we have communicated the most updated
information we have available and we will return 5% of the customer’s
merchandise purchase price plus the delivery charge- after the delivery has
been successfully completed to the customer.
                                The
5% of the customer’s merchandise purchase price can be refunded to the
original method of payment after
the delivery has been successfully (and fully) completed.
                                The
delivery charge can also be refunded to the original method of payment after the delivery has been
successfully (and fully) completed.
                We are happy
to offer this type of compensation under the agreement that the customer
acknowledges our lack of govern over the shipping container carrying this
product and the shipping and transit the vendor provides to our Distribution
Center after the container travels thru port.
                While I
apologize for any confusion and again for the unexpected delay, I did speak
directly to our retail location and they vividly recalled this customer, their
concern, and the extreme effort put forth to try and offer compensation far
above normal policy for an event beyond the control of our business.
Kindest Regards,
Stephanie A. G[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.
Whomever I spoke with last that offered the compensation which I accepted was first rate. I would like to take a minute to thank that person whom I cannot remember her name as she exhibited class and respect for the customer that was sorely lacking at the [redacted] store. While I have yet to see the credit I will take the business at its word and remove this complaint.  The only way I would wish to reopen it is if either of the credit was not refunded to my account or the island takes longer than the March date. Thank you very much
Sincerely,
[redacted]

Good Morning Revdex.com,
While
we remain very sorry that our customer has experienced this concern we are
unable to respond to occurrences that are caused by the environment the
merchandise resides in.
The
pad that the customer purchased in Jan of 2005 offered a 10 year protection
period thru the [redacted], the period of protection associated
with this pad has expired and our records indicate no report of failure (to us)
from this pad within the protection period.
If
the pad is what the customer is referring to as their “insurance” –as indicated
above coverage under this pad is no longer active or available and expired
almost a year ago. The company that offers this coverage ([redacted]) is a third
party company that requires that any incident of the pad failing due to human
bodily fluids be reported within the 10 year term as well as within 5 days of
the actual occurrence.
We
apologize again however we are unable to offer further action on an a damage that
is not a factory defect.
Stephanie
A. G[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry that this delivery could not be completed as quickly as the customer wished.  The customer advised us that they needed a Certificate of Insurance, required by the building to have the team enter the building.  Unfortunately, we were not able to reach...

building management to process the COI in time for delivery.  This was not by Bob’s choice.  Normally we would not even consider a delivery without three business days to process the COI. The store tried to rush the process in an effort to assist the customer.  Unfortunately, with the weekend and the holiday, we were not able to make contact with building management.  We are very sorry that the customer was left with no furniture.  The delivery was successfully completed on 7.8.17. We would like to offer the customer a Bob’s store credit on the account, for a future purchase, in the amount of $100.  If the customer would like to accept this token of apology, please reply to the Revdex.com that it is accepted and we will process the necessary paperwork.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...