Blue Ridge Travel

Thnak you.
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 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 Morning Revdex.com,
Please pass on our apologies for the frustration and the alarm
this mold issue has caused to our customer. This merchandise was picked up by
the customer on 5/16/13 and we had not received any report of concern until
11.2.17. There are several reasons to how or why this...

type of concern arises
and regretfully because they are all related to the environment the product is
being kept in, Bobs Discount Furniture is unable to take ownership or
responsibility for this occurrence. This issue is also not directly related to
our brand of [redacted] mattress ([redacted]) and it is reasonable for any
retailer to assume that their customer has done the appropriate research to
satisfy their own needs for information prior to purchasing any product ( there
are various articles and education available to the public regarding ‘mold on a
mattress’).
 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

My girlfriend contacted [redacted] and not me. I purchased the chair. She did say it was a accident, that my daughter tripped and fell on the chair. [redacted] said tripping on the chair is not a accident and said to call BoBs furniture. The chair is poorly made and is not fixable. The frame of the chair is broken as well as the motor. Bob's furniture has given me the run-around for about a month now. The fact is the chair is broken, not fixable, [redacted] said tripping on the chair is not a accident. The entire process is a scam. Bob's sells furniture with manufacturer issues that are poorly made and then sells a warranty that does not cover the product. I have been scammed out of my money. I would like a replacement, store credit, or my money back. It's time for Bob's discount furniture to take responsibility for what they are doing. Complaintnt: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are very sorry that the customer is dissatisfied.  We do see that the customer refused the offered gift card.  We are very sorry that the customer felt it was not an acceptable offer.  It is the only offer we are able to make.  If the customer changes their mind and decides to accept the offer, the offer is valid and can be re-created within thirty days from 3.12.18. Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture

Yes I did purchase the bigger rug as an exchange from a previous rug that appeared to be mis sized. I paid for the difference if the bigger rug!! I understand that I didn't purchase the goof proof however the rug should not have become mis shapen due to a couple drips of water falling on it! This leads me to believe it's a manufacturing defect. I spent $400 on the a rug and expect it to last longer. All I want is an even exchange!! And for the record my ottoman has NOTHING to do with my rug!! This just goes to show you that your stuff isn't made well! 
Complaint: [redacted]
I am rejecting this response because:
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]

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

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

Good Afternoon Revdex.com-
We are very sorry for how long this resolution took.  We are glad the store was able to assist; I
believe the issue may have been the customer care representatives not
understanding what part was needed.  At
this time we hope that the delivery has been completed and the customer is pleased
with the merchandise in the home.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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]

Complaint: [redacted]
I am rejecting this response because: When I scheduled the service appointment, they looked up my account, new when the dresser was purchased, and required me to pay $85 to have the service tech come to my home to make the repair.They looked up the dress to notify me I was out of warrant, there for knew what dress they were coming to make repairs on.The tech they sent to my house called Bobs and was notified that they can NOT offer service on this dresser and can NOT repair the dresser. They were aware of that before they scheduled the appointment.Their tech caused further damage to the furniture, pulling one of the drawers completely off the track and left it on the floor, and walked out of my house without even taking a tool out of his tool box to attempt to make any type of repair!!I am due a refund, as they knew they couldn't make the repair at the time of scheduling the appointment (based on what I was told by the person their tech put me on the phone with at Bob's), and based on the fact that Bob's advised they can not perform any service on this furniture to me directly the day of the service call.I demand a refund for the service call.It is my opinion, that their position for taking no responsibility or showing any type of moral accountability for the dresser falling just by opening a drawer, due to  the cheap quality of the hardware of their furniture is disgraceful. 
Sincerely,
[redacted]

Good Afternoon Revdex.com,
Please pass on our sincerest apologies to
the customer as we were unable to supply the merchandise we originally promised
in a timely fashion. I assure our customer that this delay was unintentional
and we wanted nothing more than to make this failure right by our...

customer.
We do understand the reasons why our
customer requested a refund and we encourage our customer to review their
original sales invoice for the policies we disclosed at this time of sale (and
these policies are commonly signed as confirmed by the customer themselves
before leaving the store). Their sales invoice will disclose the length of time
expected with a ‘check payment’ reimbursement.
In this customer’s specific case our
records indicate that their refund check was cut on 8.19.2015 and should be on
its way to them via mail.
For reference the check number reflected in
our system is Check number:[redacted] and the amount is for: $530.69.
We apologize again for the poor impression
our customer has been given of our business overall.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry that the customer is not satisfied with their purchase.  We did have a technician to the home on 12/5/17.  The technician found the pieces to be operating correctly, no issues with the mechanism.  We are very sorry that the customer is not...

completely satisfied, we would not be able to offer to replace pieces that are not defective.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Morning Ms. [redacted],Thank you for choosing Bob's Discount Furniture for your bedding needs! In the event the first mattress you select is uncomfortable, you may return it and reselect. Our mattress satisfaction policy applies to the mattress only and reads as follows on your sales...

invoice;MATTRESS SATISFACTION POLICY Our goal is to do our best to ensure that you are happy with your mattress purchase. In the unlikely event that your mattress has a factory defect, we will replace it during the stated manufacturer's warranty period. If you are unhappy with the comfort of your mattress after having slept on it for thirty (30) days, please call our Customer Care Center at ([redacted] within sixty (60) days of your delivery and one of our representatives will arrange for you to make a onetime re-selection on your mattress only. Foundations within the same manufacturer are not included in our Comfort Assurance Policy. We will charge or credit you for any price difference between the original and the re-selected mattresses. Credits will be issued based on the original method of payment via the guidelines stated above. We will charge you our prevailing re-delivery fee to cover the costs of delivery for the re-selected mattress and pick-up of the original mattress. If you do not re-select another mattress, we will refund the full purchase price less our prevailing delivery fee. On March 27, 2015 you purchased the [redacted] mattress and foundation as a set for $799.00; the mattress price was $532.95 and the foundation was $266.05. When you requested to return the mattress on April 29, 2015- you were given a store credit for the full value of the mattress. Since you reselected to a more expensive mattress you were responsible for the upgrade cost as well as tax. I have attached copies of your original sales invoice as well as the pending sale.In regard to the assembly of the bed, I will be happy to schedule an assembly service to correct any issues you are having with the setup of the bed frame.Thank you,[redacted]

Good Afternoon Revdex.com- We are sincerely sorry for any misunderstanding that has occurred.   Online outlet orders, when the price drops on a discontinued piece or set, set out extremely fast.  We do unfortunately have to explain to customers that the piece is no longer available. ...

That is the case with the [redacted] piece the customer selected.  We do try to work with the customer to find a resolution that is acceptable when this happens.  We do not hold the customers money, the refund was created immediately and processed, when the customer was notified that we would not be able to fulfill the order.  The customer was transferred to a store as all of customer care lines are recorded.  The stores have secured lines so they are able to take credit card information with no danger to the customer.  We are very sorry that this customer was so frustrated by our process.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. [redacted] is known as their parent company) 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 our sales associates and sales managers 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 plan, [redacted] is
responsible for sending the consumer the plan documents. Should the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for review. Had we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any request. As it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that [redacted] is
continually sending these documents as many claims for coverage are routinely
approved.
In this consumer’s specific case I have
attached both the sales flyer (we provided at the time of sale) for your
review.
 
EXCLUSIONS
TO COVERAGE:
 
Leather or vinyl cracking or peeling;
seam slippage/ separation; stress tears/
rips, scratches, scars, leather finish
defects. Repair and replacement are specifically
excluded
on split hides used in seating areas.
We again apologize that the customer didn’t receive the
service expected from the [redacted] company and are willing to look into this
claim further and dispute the claim with [redacted] on their behalf should we
feel necessary.
At this time we ask that the customer provide
photographic evidence via this Revdex.com channel of the damage. As stated in the
terms and conditions [redacted]’s rule is that seam separations are not covered.
Further reading of the terms and conditions page will also indicate that an
accident needs to be reported for any occurrence to be covered. [redacted] has
disclosed to us that the photo the customer gave them indicated seam stress
tear (not covered).  Regretfully if more,
appropriate information is not presented from the customer we will be unable to
help further facilitate a dispute between our company and the [redacted] company.
We have attached the photo the customer submitted.  It is extremely dark.  We would like to see if the customer can
submit one or two photos that are lighter so we can see if the tear that is
clear is on a seam which is not clear.
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer.
 Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Afternoon Revdex.com-
I apologize for any miscommunication.  I am showing that [redacted] did offer the
part but because the part also has to be ordered from the vendor it would
actually take longer to replace the mechanism then it would take to order the
new recliner. The part order was written
up and then rejected due to the delay. 
It did show it would take 4 weeks longer to receive the mechanism. 
We will absolutely agree that if the customer waits for the
replacement piece and it either does not work or does not match we will grant
the request to have it picked up for a refund. 
We would need photo confirmation from either the delivery team or the
customer to document the concern and reason for return.
I certainly hope that the piece comes, is perfect and we are
able to redeem ourselves again.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning [redacted],
I apologize that you are unhappy with the wear of your
living room furniture; your warranty coverage offers five years of unlimited
parts and service or a one
time replacement  per item within that
five year term.
The price point paid for the protection...

verse the cost of
the merchandise and transportation fees offers a good depiction of why a one
time replacement only is offered. In example you paid $149.99 on approx. $1400
of product (just over 10% - just referring to your sofa, loveseat. And chair
here), as a business we are offering to replace the product and cover the cost
of delivery for new merchandise and disposal for the set you currently have.
By even offering you the option for replacement on your sofa
and loveseat we are already working beyond policy to try and satisfy you. We
are unable to offer you further service when there is no manufacturing defect present within you furniture. While you
disagree with the technician’s findings it is completely normal for any piece
of furniture to experience a loss in resiliency over the course of years of
normal usage and we stand behind the integrity of our technicians and their
reports.
If you demand further recourse on the product you are unhappy
with we are able to offer you a replacement credit to select a different set.
Should you wish to get the same set again that is something you may initiate at
the time of new sale should you wish. As a business we would not offer to
provide you with a replica replacement of what you have as we stand behind our
technician’s report that there are no defects and your set is experiencing
signs of normal wear and tear after two and ½ years in your home. If you select
the same set please understand that you are knowingly entering into the purchase
with the understanding of what this set’s normal wear pattern is and another
option for replacement with no defect present will not be made.
As an additional extreme
courtesy we will  upgrade the original offer
and add in the matching chair (that has no reported concerns at all) to the
reselection credit . Please understand  that should you accept this offer it will also
fulfill the protection plan purchased on this chair.
Please know that it is always your choice to purchase the
protection plan and we would never force you into re-buying it on your new
sale, should you wish not to get the protection again it is within your right
as a consumer not to buy it.
We are happy to set up this reselection credit for you as a
way of resolving the preference concerns present  and even by using the protection plan you
purchased we are still occurring an abundant cost in an effort to satisfy you
as our valued customer. I do hope you can see the value in our offer and
understand our position as a business.
Kindest Regards,
Stephanie A. G[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