Blue Ridge Travel

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-
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

I don't swear but do I want to now to describe the service of BOB'S DISCOUNT FURNITURE .. It started when I went to BOB'S ordered over 3000+ dollars worth of  furniture because I was moving and wanted to start off with all new furniture. I set the date of delivery for  4/7. On the actual...

day of delivery they made a mistake and lost my entire order.. So I got nothing on 4/7. I called the delivery they put the delivery for 4/12. That was unacceptable and not my fault. So I called the store to get a refund they placed my delivery to the next day which I decided to wait because it would only be one day sleeping on floor. The next day the delivery was set for 4pm to 6pm. The guy came at arround 11am. I was doing someone's hair at work and had to leave. With such short notice. I went to greet him finally happy to get my furniture.  My building is secured entry. So I went outside to open the door.  The 5ft tall delivery guy's first words were it won't fit. I said to him what won't fit he said the sofa won't fit because it's big on my truck.  I said you haven't even tried nor have you seen the inside of the building. He repeated himself stated he doesn't want to be charged for damages from BOB'S. I told him there's a elevator and a front stairway and a back basement entrance. I told him at lease try or I'm calling the manager. So he took the [redacted] sofa completely intact with pillows cushions and foot studs brought it to the front and said he's going to take a picture for his supervisor (so that he doesn't have lift it in which in the picture they can clearly see everything is intact and on a bad angle).. I took the other items which he tried to argue with me to sign for everything including items that he refused to carry in. I refused to sign and requested a updated form but he still listed that I took the ottoman which I did not because it's a set. In conclusion of my day yesterday I ended up cleaning his delivery mess that he left in the public walkway and spending the entire day looking for something similar along with fighting with BOB'S to get my full refund for a items  returned. Now I have no money and I am without 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 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

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

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]

Complaint: [redacted]
I am rejecting this response because: I believe  I have done everything that I should and beyond to get the item I purchased in July. I guess I have to go the civil route now
Sincerely,
[redacted]

Good Afternoon Revdex.com,
We apologize to our customer for the
disappointment they have in the wear pattern of their product.
Our records indicate the following:
This sofa was delivered on 07/10/2013 and
the first concern for “sinking” was reported to us on 2/07/2015.
Following the...

guidelines of the ‘Goof
Proof Plus’ protection plan and our ‘Service Policy’ as communicated on our
sales invoice (also commonly signed by the consumer prior to leaving our retail
location), a service professional was sent to the home on 2.13.2015 to
determine if the product was experiencing a concern as a result of a factory
defect.
Our technician’s report indicates there
is no defect present and this particular model sofa is acting up to
manufacturing standards following the wear pattern the item appears to be
receiving in its environment. The seats may feel less resilient to the customer
than they did when they originally purchased the item and in all legitimacy a
loss of resiliency should be expected to occur over a period of normal use on
any seat. Our technician’s findings actually indicate –No Spring Concerns
Present.
Our technician is factory trained by the
vendor to distinguish a factory defect concern verses a normal wear and tear
concern and like many other protection plans sold industry wide Goof Proof Plus
does not cover an item for normal wear and tear. I have also included a
photograph of the sofa that we took while in the home for review, there appears
to be no sag present as the definition of a sag depicts that the product should
reflect an inward –loose hang without additional pressure being applied to the
object containing the sag. We stand behind the integrity of our professional
technicians and the reports they provide us with.
In an extreme effort to meet this
consumer’s demands for resolution we will make a one time only courtesy offer
for resolution (listed below). Should the customer wish to accept this offer
they are able to contact our Customer Care Offices at [redacted] (Mon- Sat
-6:30am – 8:00pm/ Sun 10:30am – 7:00pm) to accept this offer and have it fully
processed.
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.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 80%. This 80% will
be based off of the original cost paid for the sofa. In the interest of
fairness we would ask that if the customer wants the new furniture they select
to be delivered they cover the cost of that service as delivering the
merchandise has always been a charge we maintain separate from the cost of our
merchandise. We will expect to remove the current Sofa the customer has in the
home before or on the same day the newly selected item is delivered. As an
additional courtesy we will provide the customer with a store credit for the
full amount originally paid on the Goof Proof Plus Protection Plan ($49.99) and
we can cover the cost of removing and disposing of the current sofa as we
continue to stand behind the integrity of our technician’s report.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com,
We apologize to this customer for the delay in having
the set delivered.  I see in the account
the set was paid off 2/17/16 and at that time the store sent an addon request
to ask the delivery be scheduled for 2/27/16. 
This route was already full, so...

the store sent a request to have this
customer added to an existing route.  There
may have been miscommunication there, it should have been clearly explained
that it was a request; the customer was never scheduled for 2/27/16 as the
route was full I believe the store felt that the addon would be accepted and
the customer would have no further issues. 
Then we called the customer to advise we were unable to addon to this
route, as it would have put the team over Department of Transportation
regulated hours.  There was no issue with
merchandise availability; there was an issue with the date requested for the
delivery.   The store then tried again to
have it added to the route for 2/27/16, it was again declined for the same
reason.  They should have again clearly
stated to the customer that this is only a request.  We do these requests often as customers do
reschedule deliveries, and spots open up on set routes.
I do see at this time the customer is scheduled for
3/2/16 as the first delivery of the day.
We certainly understand how frustrating this experience
must be for the customer.  We are
customer’s, when not at work, as well and would not appreciate any business
wasting our time or making us feel ignored, or unacknowledged.
I would like to offer to compensate this customer for
the aggravation we have caused.  I would
like to offer the customer a gift card in the amount of $100.  We have some wonderful take with items in
every store.  We have a large selection
of lamps, statues, wall hangings and other accessories.
I understand the added frustration that this is for a
child.  I can imagine that there was anticipation
and excitement for this delivery.  I hope
that being able to go in and shop with this gift card will alleviate some of
that disappointment.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com, Please pass on our apologies to the
customer for the disappointment she and her daughter have experienced with this
purchase.
Our records reflect that we fully agreed
with the customer’s aggravation and their desired settlement has been approved
as of 11.23.2015. The...

paperwork to schedule the removal of this merchandise for
a refund (after it returns to our distribution center and has been checked back
into our inventory) was created on 11.23.2015 and has been pending the customer
contacting us to schedule a date for removal. For reference this return
transaction number = [redacted]. Please ask the customer to contact our offices
(###-###-####) to schedule a date for removal of the product.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com and Brandt-
We are certainly sorry that the pieces are
not comfortable at this time.  When this
set was purchased in October of 2014 the option of [redacted] Plus was
declined.  This set was purchased with
our One Year Manufacturer’s Warranty. ...

There
were no issues or complaints called in within the warranty period.  This scenario would dictate a billable
service as the next course of action.  At
this time,we will waive the cost of the billable service and offer this
customer a free service. 
Bobs Discount Furniture is prepared to
offer you a courtesy service for adding stuffing to seat cushions. In accepting
this service please know that this service will be provided on a best effort
basis only. This means we will do our absolute best to make the seat
comfortable and cannot/ will not be held liable for future occurrences of
damages or workmanship deterioration on this merchandise. We take great pride
in our technician’s quality workmanship and are happy to provide this even
though the pieces are outside of warranty. 
Providing all facts within this
scenario this is the best offer Bobs Discount Furniture has to make at this
time.
Should you wish to accept our offer for
resolution, please reach out to us through this Revdex.com channel or via our Customer
Care Offices at ###-###-#### (Mon- Sat/6:30a – 8:00p).
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because:Thanks, but no thanks...I'll await your response to an actual governing body's authority, under my complaint filed there. We'll see what the [redacted] thinks of your actions in this case.
Sincerely,
 [redacted]

Dear Revdex.com,
We are concerned about the complaint regarding the service that was received in
the store and on the phone.  All calls
coming into customer service are recorded and will be reviewed for quality of
service.  We take these complaints very
seriously, as we trust all...

Bob’s employees to represent Bob’s in a professional
manner.
We are sorry for any miscommunication.  When we write up a reselection credit due to
a manufacturing issue, we note in the credit that the customer will not be
charged a new delivery fee, this is reviewed by the store.  The customer has already paid a delivery fee
and our merchandise did not meet expectations. 
We do not include the delivery fee in the credit.  This is very clearly noted that we would not
be charging a new delivery fee.  This is
standard procedure. 
We would not be able to offer a refund on merchandise
that was delivered two months previous. We hope the customer will be able to find another
set that they will love for many years to come.
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because: This is not how you run a business.  What kind of respectable business sells you on a service they clearly cannot honor just to close a sale?  Then the business proceeds to do what they want and offer you a $50 gift card as some type of concellation as if that fixes everything.  Seems like a great business model; promise the world and when we can't hold up our end just give them a $50 gift card even when their losses clearly exceed that.  To me, it sounds like this is a common practice for BOBS DISCOUNT FURNITURE.  Tell the customer whatever they need to in order to get their money and then do what's more profitable for them come delivery time. I highly doubt BOBS DISCOUNT FURNITURE has any type of corrective actions or counter measures in their control plan to address these failure modes.  As I said earlier, I'm sure this is standard operating procedure and that is wrong.  If "breakfast with Bob" is so commonly requested then why isn't there some type of tracking system in place to monitor availability?  If there is, then why did it fail?  Since it failed maybe that process isn't capable, but I'm sure BOBs DISCOUNT FURNITURE won't even look into addressing that.  I will not accept the response of the business until I see full accountability with an attempt to prevent this from happening again to future customers.(This doesn't even include the extremely unsatisfactory customer service at BOBs facility) Time is money, there was an agreed upon time and then that time was changed two additional times resulting in me having to miss a day of work.  Since BOBS DISCOUNT FURNITURE doesn't care about their customers I'm taking necessary steps to ensure that all my friends, family, co-workers and the media SEE how BOBs treats customers.
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are very sorry for any frustration the customer is feeling.  I have pulled the call between the customer and agent [redacted] that took place on On 08/12/2017 at 13:37.  [redacted] very clearly states to the customer that she was “sending an add on request” and “we can attempt to add on for Tuesday”.  At no time did [redacted] state that the customer was scheduled for Tuesday.  The customer even asked “if it is added, what pieces will be coming out”.  While we are very sorry this could not be accommodated, we did not mislead the customer.  Agents are not able to see when an addon request was made and was declined.  They would not have been able to see the request in the system.  There is no reason for them to have visibility if it wasn’t accommodated.  We completely acknowledge the delivery failure on the first attempt, we are willing to offer the customer the compensation of $50 as a refund, in lieu of a store credit.  Sincerely, [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Dear Revdex.com,I spoke with Ms. [redacted] (the recipient of the furniture) and she expressed her dissatisfaction with the quality of the legs on the bench and stools set of the Boomerang dining set. After reviewing her account, I have processed the necessary paperwork allowing her to return...

the set for store credit and reselect. Ms. [redacted] accepted the offer and understands the details of the reselection credit.Thanks[redacted]

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 would like to thank Tracy S[redacted] for her help in resolving this matter.
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 6.10.16 and at the time of purchase, the customer purchased the option of Goof Proof...

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 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 reported to us that they had lost the hardware, this order was paid for on 9.22.17.  Once an order has been paid for by the customer, the order ships in 7-10 business days from our Connecticut facility.  This order shipped on 10.4.17. The customer reported to [redacted] that they had several scratches and gouges from moving the piece and had lost the hardware, two months prior.  The claim was denied.  Losing hardware is not an accidental damage.  Any damage reported to [redacted] must be damage from a single accident, reported within 30 days.  Please see attached the photos of the damages; there are substantial damages, caused in the home.  The customer has not followed the [redacted] claims procedure.  This procedure is listed on the sales order, reviewed and signed at the time of purchase, the GOOF PROOF handout flyer or the terms and conditions sent to the customer at the time of purchase from [redacted].  We would not be able to intervene on this claim, it is far outside of the acceptable window for claims and contains roughly 11 different damages.    Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture   Tell us why here...

Complaint: [redacted]
I am rejecting this response because:  When the furniture was purchased we were very specific about the delivery time and the fact that it was in [redacted]  We were assured that there would be no problem, they were familiar with the area and delivered there all the time.  The driver arrived and left (at noon) and we were told by Tara that he would be returning and to wait outside on [redacted], which we did for over an hour.  We then spent all day attempting to have the driver redeliver, only to have a new team sent out from [redacted] at 3:50 PM.  We told representative [redacted] at that time that the freight elevator charges would be $200 per hour and she indicated that compensation would be made.  The compensation already provided by Bob's in the amount of $263.30 was for incorrect bed frame ($10) damaged night stand ($20.20) - these two totaled 32.88, and delivery refund $163.30.  An additional $100.00 courtesy compensation was also given, this was accepted out of frustration because I was getting absolutely nowhere with their representative.  This courtesy compensation should be increased to a total of $400.00 to accommodate the fee charged for the freight elevator which we informed Bob's representative prior to the final delivery which occurred after 6:30 PM. 
Sincerely,
[redacted]