Blue Ridge Travel

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]

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 Afternoon Revdex.com- We are very sorry that the customer is so dissatisfied with the piece that was purchased.  The customer had the piece delivered 11/19/14.  During the purchase the customer opted not to purchase the Goof Proof Plus plan which would have extend the manufacturing warranty...

from the standard 1 year to 5 full years.  The piece was delivered with a one year warranty which expired November of 2015.  The customer reached out to us January 2018.  We offered as a courtesy, a partial credit for the piece.  As this is over two years past the expiration of the warranty, any offer made would be a courtesy.   This credit expires on 3.3.18. Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture   Tell us why here...

Good Afternoon Revdex.com- We are sincerely sorry that the customer is unhappy with the delivery charge.  The customer is not punished for purchasing more. The delivery fee is on a sliding scale as that is how the delivery team is paid.  If a customer only orders one chair, it is a very quick...

delivery, the team is paid less.  If the customer purchases several rooms of furniture than the delivery will be a longer stop, the cost is higher.  Bob’s offers discounted prices.  We do not hide “free delivery” in the cost of the merchandise.  It is that philosophy that has created loyal customers.   We do not offer free delivery.   We are very sorry, we will not be able to grant this customers request.  We do believe that the team earns their paycheck.  They are paid based off of that delivery fee.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com-
We are very sorry the customer is so dissatisfied.  The customer was notified prior to the
delivery completion what the compensation offer would be.  The customer accepted the delivery with that
knowledge.  That compensation was
completed. 
Sincerely,
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

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.
They are replacing the sectional with a new sectional this Friday.  Thank you for your assistance with this mater. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  As you can see by the attached E-Mail I received on Wednesday December 16,2015 from Bob's part's department, I should have already received my Pillow Late February 2016.I have continually gotten the run around.  Eight months waiting has been far to long. Resolution is demanded ASAP. Sincerely, [redacted]   Customer# [redacted]Order# [redacted]Thank you for your recent inquiry into your part replacement order. I apologize for the delay in receiving your part replacement order. The vendor has confirmed the part is in place and is currently shipping from their factory. Once the vendor receives the parts we will have the order shipped to you directly. The anticipated arrival for your part order is approximately late February. If you have any further questions or concerns please feel free to contact our Customer Care office at ###-###-####.Thanks, Ashley M.Lead Parts Coordinator70 Jewett City RdNorwich CT 06360(###-###-#### 6 1-###-###-####

Complaint: [redacted]
I am rejecting this response because: the business states themselves in the miscommunication we are having and are not being very responsive to my demands. I now have an adjustable bed that is not the one I wanted. I believe this shows tons of complacency in their business practice. We have not come to a solution with the business because I am currently with a pice of furniture that is not tge one I want. I am offering the bussiness to retrieve the adjustable bed and to give me a plain box spring with a yet not agreed compensation. In addition, I would like the pieces that were taken from my bed frame so I could place a standard box spring. I believe their is a civilized solution to this with no further mishaps, and with an adequate compensation due to the hardship they have presented. I attempted to contact Tracy back after we lost cpnnection and I am still waiting reply.  
Sincerely,
[redacted]

Good Afternoon Revdex.com-
Due to the nature of this complaint, we have reached out to
the customer directly to discuss our offer of resolution.  The customer is considering our offer and
will reply to the Revdex.com mediation service with their decision.  We thank the Revdex.com for bringing this to...

our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because: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]

Complaint: [redacted]
I am rejecting this response because: Regardless of that the policy is we were deceived by the sales person who I specifically asked whether the massage feature was so loud.  He told us that it would be much quieter at home. that  it was load due to the platform the bed was sitting on in the showroom.  This was an out and out lie because the maintenance person told us that they were all that loud.  We cannot use the massaging function at all due to the noise.  It is useless.  If the salesperson was honest from the beginning this would not be a problem.  We were told that the Bed had a 60 guarantee and it was not specified to us that the base was not considered part of the Bed.  As far as we were concerned the Bed was one product with the same 60 day guarantee not just the mattresses.  In our minds the base is part of the bed and we were not told otherwise.  They are even included as one price in the total of the receipt not listed separately which would also indicate that it is a complete Bed purchase.   Unfortunately we are hiring a lawyer and instead of returning just the base we are going to have to put the entire order within the lawsuit.  Our Lawyer has also recommended that we add all legal fee and the time off we will have to take from work to get this resolved.  The return policy was not relayed to us in full detail even when he had me sign the receipt.  The salesperson told me to initial here in a rush to get the order complete.  I would not have purchased the Bed knowing that the massage feature would be that loud, that it  was not returnable and that they were poorly manufactured.  Bob's Furniture does not stand by their products and has lost this customer.  I would not recommend Bob's to any of my friends or family.  
Sincerely,
[redacted]

Good Afternoon Roger,
I sincerely apologize for the inconvenience
the availability of your part order has caused you. I can understand your
frustration.   I truly wish we could have gotten the issue
rectified already.  I absolutely agree
that having the pieces in the home...

for months and not being able to use one is
unfair and unacceptable.
The correct part, to fix the issue, is in
stock.  I have reached out to our parts
department to request that it be shipped out as soon as possible.  As these pieces in the home were special
ordered, it would take much longer to replace the piece, then to have the new
part installed to fix the issue. 
If you would be willing to wait for the new
motor we can offer compensation for this extreme inconvenience.  If you are willing to discuss this offer please
reply to the Revdex.com mediation site and I will reach out to you directly to discuss
options.
Again I truly apologize for the
inconvenience this experience is causing you and that you are forced to wait on
the furniture you purchased to be perfect. If there was anyway to get the parts
to you sooner, I assure you that we would take that route immediately.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry that the customer is still
frustrated.  We did review the call the
customer had with our Lead Jami.  The
customer was looking for an earlier delivery and Jami advised we would not be
able to have it added on for the next day. 
The customer expressed her dissatisfaction and Jami offered to cancel
the delivery scheduled for 12.24.16 and have the piece in the home picked up
for a refund.   The customer decided then
to allow the delivery that was scheduled for 12.24.16 to complete the set.  With the understanding that we would then
compensate for the inconveniences. 
We did offer compensation that was accepted and has been
processed as a refund to the customer’s credit card.  We would not be able to offer any additional
compensation. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry that the customer feels this level of frustration.  We cannot intervene between the customer and a completely separate business.  The contract and all of its details were reviewed between the [redacted] employee and the customer.  Bob’s is responsible for any manufacturing concerns within the warranty period.  If a customer requested financing options, than the salesperson would show them to the [redacted] area of the store, as an option.   The choice to sign a contract with [redacted] is the customer’s.  Sincerely, [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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

Complaint: [redacted]
I am rejecting this response because: No one has been "sitting" on the top of the cushions where the rips are. It's due to poor design of the set. Just by sitting with your back on the cushion it pulls down on it causing it to stretch and rip. We had other sofas from another store for over 15 years and never had this problem because they weren't cheaply made like Bob's products. We knew we were going to be moving at the time of purchase and were told it would not be a problem if we needed service. 
Sincerely,
[redacted]

Good Afternoon Revdex.com,
As stated in my response, we will honor
this customer’s request for a refund.   I
offered the customer the choice to proceed with the new sale, or to cancel the
new sale, and schedule a return for refund. 
The customer can call into
customer care to advise that is how they would like to proceed.  The dust cover is torn on the pieces in the
home, this is not structural damage.  It is
purely cosmetic.  We apologize that the
customer was not happy with what was delivered. 
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com,
Outside of this Revdex.com complaint and
prior to our offices receiving notice of this concern via Revdex.com we have made
direct contact with this customer several times and processed a complete
compensation offer to rectify the mistake we take ownership for.
At this time we...

consider this
concerns closed as resolved.
Kindest Regards,
Stephanie a. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
Please pass on our
sincerest apologies for any disappointment our customer is experiencing with
their furniture and its wear pattern. We are in no way being dishonest and
there are plenty of channels with public information available to support the
fact that neither a...

retailer nor a manufacturer in a scenario like this
typically offers recourse. The customer’s merchandise is 100% leather and
any occurrence of fading or peeling is not covered under the manufacturing
warranty as it stems from the environment and usage the item is receiving. I.E
– if the humidity of a person’s residence is low the leather (being that it is
a natural hide) can and will dry out, crack, split, or even begin to peel.
There are several other instances of examples for environmental usage that can
and do cause a true leather product to show early signs of wear and tear.
Please do not assume that I am implying that with certainty I am aware of one
of these examples being the direct contributor to damage with this one
individual however, it is reasonable and appropriate for our business to
consider all possible scenarios when determining what courtesy offer outside
of the warranty may be possible for this situation.
Should the customer wish to provide the information of
who they assert they spoke with ‘as the manufacturer’ for this product I’d
certainly be willing to research their statement to its fullest extent. To the
best of my knowledge the manufacturers (who are commonly overseas) do not speak
with consumers directly and it certainly poses a serious concern for our
company if one of our vendors is implying that we are being untruthful to our
customer.
As a one time extreme
courtesy we will make the offer listed below, should the customer wish to move
forward with this offer they may respond again to this Revdex.com channel as
‘Satisfied’ and we will have our retail location reach out to them shortly
after to ensure they are aware of their store credit being active.
Courtesy Offer:
If the
customer would like to reselect to a different set we will provide a credit
(store credit) of 70%. This 70% will be based off of the original cost paid for
the loveseat, sofa, and chair (70% = $1,693.30). 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. As
an additional courtesy we will offer to include ½ the cost paid to us from the [redacted](1/2 =$125.00) in the customer’s store credit offer. We will expect to remove the current
loveseat, sofa, and chair the customer has in the home before or on the same
day the newly selected item is delivered.