Blue Ridge Travel

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- 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...

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 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 Morning [redacted] and Revdex.com-
 
My name is Tracy and I work for Bobs Discount Furniture as a
Corporate Customer Care Liaison. I can honestly state that this is the hardest
letter I have had to write, I feel terrible and extremely embarrassed after
reading about your experience...

with us. I don't blame you
for being very upset with us and on behalf of Bobs Discount Furniture I extend
my sincerest apologies.  I know and
acknowledge how unpleasant this entire ordeal has been for you and while I know
this is your Bobs experience I assure you that we would not be continuing to
grow if all our customers were met with so much disappointment during such an
important purchase.
As a mother of a small
child I can not imagine the experience you have gone through.  You trusted us with the safety of your child
and we have not lived up to that trust. 
I am saddened by this.  I can not
imagine how I would feel. 
I see that the store did
schedule the pickup of the bed for April 4th, for a refund back to
your [redacted] account.  I do not see
the mattress included on this order, if this is an oversight on this paperwork
I want to get it corrected before the pickup is done.  Please advise if you were looking to keep it
in the home or have it returned as well. 
As a token of apology I have credited the [redacted] account for the
full delivery fee from the initial delivery. 
Kindest Regards,
Tracy S[redacted]
Corporate Customer Care
Liaison
Bob’s Discount Furniture

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...

Complaint: [redacted]
I am rejecting this response because:
There has been an offer made by [redacted] but the offer has not been accepted and nothing has been closed. I was offered a discount for my troubles from Bobs, I was informed today that offer was taken off the table as it was an offer in lieu of paying for damages.
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...

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.
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 are not able to offer compensation based on an individuals
time.  This would not be fair and even
across the board for all of our customers. 
We can offer additional compensation in regards to the failure of the
delivery team. 
We will offer this customer additional compensation in the form of
the delivery fee ($99.99) 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 action is required from the customer at this time.  Please see attached refund to be credited to
[redacted]
I did check into the gift card request and it was correctly
submitted, it has not been processed due to the weekend.  It should be processed either today or
tomorrow.  I confirmed we have the
correct email address on file. 
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]
Bobs Discount Furniture
Corporate Customer Care Liaison

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]

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 have already become aware of this account through
other channels, we have reached out to this customer and offered a...

reselection
credit, we are working 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

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,
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

Good Afternoon Revdex.com,
We are very sorry that this customer feels
they were taken advantage of.  It is a
program that allows someone with no other means to have new furniture
delivered.  We do expect a customer will
do their research before entering into such an agreement.  The option that [redacted] offers is not
offered free of charge.  [redacted] is
a business and what they sell is the ability to finance.  If there are any issues with the product we
certainly hope the customer will let us know.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com,
I have just finished leaving this customer a voicemail with
my apologies, I also provided my direct number for contact back ([redacted]).
The ordeal that is depicted here (in hold time alone) is completely unacceptable
and I am truly embarrassed after reading about...

the lack of care applied to our
customer’s concern.
At this time our customer’s account shows a Bobs Discount
Furniture Gift Card processed for $50.00 and a refund of $39.99 posted to the
customers original method of payment.
I have just uploaded an additional refund amount of $20.00
to the customer’s original method of payment ([redacted] Financing Acct) and
should the customer wish they may keep the $50.00 gift card to our store active
as well. At this time we have a combined total of $59.99 in refunds and $50.00
in store credit for our compensation offer. We have many take with accessory
items that can be purchased from our showroom (many that would fit nicely with
the girls’ room furniture that has been delivered) with use of this gift card.
Please pass on to our customer that she is welcome to return
my call at her convenience and I apologize again for the alarm we caused her
and her family members.
Kindest Regards,
Stephanie G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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

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]

Complaint: [redacted]
I am rejecting this response because:  I asked for two things to occur out of my complaint.  That my funds be returned and the business stop this practice of false advertising.  The company has refunded my money after wrongly charging me.  So that was an accomplishment on their part.  Unfortunately, the company has made no commitment to change this practice of advertising for something that is in stock and then cancelling the order and attempting to sell something else at a higher and none discounted price.  The representative may label that as helping but some might consider it bait and switch.  It was frustrating and disappointing for me and I imagine it will be the same for others as this practice continues.   The company representative does not appear to be able to modify the poor business conduct. It appears we are at an impasse and the complaint should remain since it has not been resolved.   
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]

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]