Blue Ridge Travel

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 there is NO WAY that my damages are moving related. The chipping is at the top of every drawer and visible once the acrylic paint chips off again. My drawer bottoms busting through are in no way related to a move and I have that with at least 3 drawers between the chest and dresser. The crack in the center of my bed frame also is not related to moving and for that to even be suggested irritated me all the more. For the representative at Customer Care to ask me if I had moved since I purchased furniture is a clear indication in this response from the business that this is normal protocol to blame moving as reason to damage for customers looking for some sort of resolve.  My sofa and loveseat were purchased at Bobs also and they were in the same move from my last location to my current and im not reporting moving related damages. I AM REPORTING JUNK FURNITURE BEING SOLD AT HIGH PRICES AND THERE NOT BEING A REMEDY BECAUSE THIS BUSINESS HAS MADE A HUGE PROFIT SELLING JUNK TO THE MASSES BETTING ON THEM TO POSSIBLE RELOCATE FOR A REASON TO NEVER REMEDY THE SITUATION. IVE HEARD COUNTLESS MATTRESS BED BUG STORIES AND HORRIBLE QUALITY, I DO NOT BELIEVE PRE TAX SEASON IS THE BEST TIME TO DO EVERYHTING IN MY POWER TO LET AS MANY PEOPLE VIA SOCIAL MEDIA OF HOW POORLY MADE BOBS FURNITURE IS AND HOW THEY ANALYSE COMPENSATION WHEN DEALING WITH THEIR CUSTOMERS. I AM AGAIN ASKING FOR SOMEONE TO HELP ME IN THIS MATTER BECAUSE MY STUFF IS HORRIBLY FALLING APART. I TOLD THE CUSTOMER REP I SPOKE WITH ALSO THAT I WOULD BE REPORTING THIS TO THE Revdex.com AND I BEGAN TO HEAR HER TYPE A BUNCH OF NOTES. I MADE MENTION THAT I HEARD THAT ALSO. I AM HOPING THAT ALL CALLS ARE RECORDED FOR QUALITY ASSURANCE PURPOSES AND CAN BE PULLED UP AND REVIEWED SO IT CAN BE A TRUE REPRESENTATION OF THIS DIALOGUE INSTEAD OF IT BEING BIASED BASED ON AN EMPLOYEE OF THE COMPANY. IF CALLS ARE NOT RECOREDED I WILL DO MY VERY BEST TO MAKE SURE THIS POLICY IS IMPLEMENTED. AGAIN I CAN TAKE PICTURES BUT OPENED THIS AT WORK AND READ WHERE I HAVE ONLY 30 MINUTES TO RESPOND OR I MAY MISS THE CHANCE TO REPLY. I AM IN EVERY SENSE REJECTING THIS RESPONSE BECAUSE IT IS BOLOGNA AND NOT A WELL ENOUGH THOUGHT OUT PLAN TO USE THAT AS AN EXCUSE BUT I DEFINETLY UNDERSTAND THE UNDERHANDED CROOKED PART OF BUSINESSES. NOT A HAPPY CUSTOMER, DEFINETELY NOT A RETURNING ONE EITHER NOR WILL I BE SHARING ANY GOOD NEWS TO FRIENDS, FAMILY, COLLEAGUES OR ANYONE I ENCOUNTER WHEN CONVERSING ABOUT PROBABLE FURNITURE PURCHASES.
Sincerely,
[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.
Corporate office contacted me today and informed me that they will be replacing chair due to manufacturer defect. Chair has been ordered and will be [redacted] to me.  Thus, I am satisfied with outcome of dispute.
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are very sorry the customer remains dissatisfied.  We base our compensation on the merchandise
cost, not the total order, with delivery and taxes.  We have already processed the maximum we are
able as a refund.  Any additional compensation
would be offered as a Bob’s store credit only. 
We have the offer standing for the $100 to be processed as a store
credit should the customer change their mind.
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...

Complaint: [redacted]
I am rejecting this response because:
This response is not accurate.  We submitted photos and estimate TWICE.  2 different people from Bob's "home damage claim dept" contacted us.  We sent them twice.  We most certainly didn't just say to them "pay me $100".  We were hoping that Bob's would have admitted they were wrong and just do the right thing and take care of our damage but no, they have to try to put the blame on someone else.  It was there employees who contacted us for pics and estimate.  It was not a trucking company as they claim.  All we want is a peaceful settlement to this matter.  We want Bob's to accept responsibility.    We can't believe they are willing to damage their reputation for something so small.  Bob's should have just paid the claim and then pursued the matter with this trucking company on their own.    Also, we find it hard to believe that they do not own the trucks. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] The exchange was scheduled for 12/1. The delivery service looked at the replacement unit and advised us that the replacement was in worse condition and had more incomplete finishing than the original one we have. NO CUSTOMER SERVICE NOR QUALITY CONTROL ON THE PART OF THE STORE AND MANUFACTURER.

Good Afternoon [redacted]
I sincerely apologize for the inconvenience
the availability of your part order has caused you. I can understand your
frustration.
Parts are ordered directly from the vendor,
they are not something we keep in stock. 
As we do not manufacture merchandise...

ourselves, we are forced to rely on
our vendors to ship parts when necessary.
I have reached out to our parts department
to check with the vendor.  If I do not
get an answer with a satisfactory timeframe, I will be offering alternate
recourse.  If I do get an answer that the
casing is on its way to you we will be compensating you for the very long
period you have been left waiting.
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 again 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 sincerely apologize to this customer for our
failings.  I do not see that any request
for a Breakfast with Bob’s was entered until the customer received her
timeframe call, two days before.  At that
point it was too late to have it re-routed. 
I...

understand this customer may have been lead to believe they were
locked in, but that was incorrect.  For
this failure we will absolutely be able to offer compensation.  I am offering to compensate this customer for
the Bob’s failures as a $100 gift card.  I hope that this customer will accept this and  feels that this reflects that we do own our mistakes, and take steps to try to make it right. 
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.
Kindest Regards,
Tracy S[redacted]
Customer Care Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry if there was any misunderstanding.  This purchase was done through the [redacted] company, not through Bob’s.  [redacted] is responsible for discussing the details of the purchase and financing program.  Bob’s employees are only able to assist...

with the merchandise side.  We do see that the customer has chosen to cancel the order.  We are very sorry that the customer was dissatisfied.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because:
I have proof that the sofa was sold to me as the phoenix with "100% leather everywhere the body touches - vinyl match sides and back", model model MEM-10137-Y-CS-2S2VA. I have the pictures from the sales sheet lineup from when we purchased the sofa stating that it was effective as of 8/28/2014.This is the same story I got for months from Bob's customer service. Please refer to the attached photos of the display and help stop them from scamming others. It is very convenient that they lost all information regarding the Phoenix line, luckily I took photos of what we were buying.
Sincerely,
[redacted]

Good Afternoon Revdex.com and [redacted],
I am very sorry to hear you
have located pests near the product that was delivered to you on 3/30/16.  In an effort to ease your mind and alleviate
any future issues and due to the fact the merchandise was removed from the home
on that day we...

can certainly offer to refund you for the purchase.  I have made special arrangements with the
store manager to offer you a cash refund for the cash portion of the sale.   We would need to ensure that you go to the
store later in the day, as we do not want to inconvenience you further by not
having the cash on hand.  Most of our
business is credit, so we do not have very much cash early on any given
day.  You can certainly call the store
before making to trip just to ensure they have enough.  The portion of the sale that was on the
credit card would be refunded back to the same card, please have the card
available to process.
If you decide to proceed with
the scheduled delivery for 4/4/16 we would not be able to offer the discount
you are requesting.  As Bob’s takes all
precautionary and preventive measures available to us to avoid contamination,
we do not sell products infected by pests.  The photo that you submitted is a full grown
well fed bug; it could not have been living in the new furniture. 
The bedding that you purchased
was a new product that was wrapped from the manufacturer. I can imagine that
this ordeal has not been easy on you, but the facts are that the source of bed
bugs are from somewhere other than new furnishings. These pests require a human
source to survive and they move around by hitch-hiking on people and their
belongings.
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.  
Kindest Regards,
Tracy S.
Bobs Discount Furniture
Customer Care Corporate
Liaison

Good Afternoon [redacted],
I’m sorry to learn of your disappointment and the
concerns you are having with your merchandise. I assure you that Bobs Discount
Furniture cares very much to resolve our customer’s concerns while maintaining their
trust in out business.
While I certainly...

understand what you allege to have
occurred at the time of sale nearly three years ago, the protection plan you
purchased in 2012 did not extended the manufacturing warranty directly thru
Bobs Discount Furniture. The initial technician was sent out to your home as a
courtesy to see what we may have been able to repair for you at no charge on a
best effort basis. Bobs is happy to see how we may able to assist you further
as a courtesy outside of any warranty period associated with your
item/purchase.
Our records indicate that the merchandise with concern
is heavily soiled with multiple spots of staining. I checked thru our log of
technician photos and regretfully I am unable to locate the pictures our
technician may have taken from your home. Understandably and in accordance with
most every protection plan in the marketplace it is reasonable for a retailer
to expect that the merchandise covered be kept in good condition overall prior
to a claim be filed with the insurance purchased.
To move forward I ask that you please attach photos of
your items to your next Revdex.com response so we can continue to mediate your concern
within the channel you have selected to open.
-Minimum 4 Photos of the Sofa &
Loveseat:
               
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa & loveseat
               
- 1 Picture that clearly shows the entire back surface (seats, outside backs)
of the sofa sectional (OR the side angle depending on how furniture is located
in home)
          -1
Picture of a close view of loveseat
          -1
Picture of a close view of sofa
We will review these photos and respond
with what courtesy option for resolution we have to offer this customer.
 Sincerely,
Stephanie G.
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Morning Revdex.com, Please consider that this customer entered into a financing agreement with [redacted] directly and Bobs Discount Furniture provided documentations and expressed this in writing at the time of sale. Any amount of interest or financing charges is not under the discretion of Bobs...

Discount Furniture to charge or remove. The customer did have possession of this merchandise for a certain amount of time and [redacted] may consider this a necessary reason to charge interest on the items. The customer would need to speak to the financing company directly for further information on credit reporting and interest charges as Bobs Discount Furniture is the retailer, not the financing company. The customer received delivery on 3.16.17.  Once delivery is received Bob’s is paid by [redacted].  The customer than pays [redacted] back.  Bob’s has not assigned any fees to the customer.  If [redacted] has assigned a fee than the customer would have to address that fee with [redacted]. My Bob’s Card provided by [redacted] 6 Months special financing from the date of delivery on any purchase of $399 or more!12 Months special financing from the date of delivery on any purchase of $1200 or more!Upon Credit Approval you will receive an available revolving credit line you can use immediately.Use your Bob's Credit to Finance purchases Online and In StoreFinance Stocked Merchandise, Outlet Merchandise, Delivery Charges, and even my [redacted] Protection!No Money DownMinimum Monthly Payments RequiredTo APPLY NOW, click the link below and follow the easy step-by-step instructions!1. No interest if paid in full within 6 months! For orders $399 or overInterest will be charged to your account from the purchase date if the purchase balance is not paid in full within the promotional period.* Promotional Plan # [redacted]For orders $399 or over.This option is best for those who wish to pay the purchase balance in full within 6 months.*The Bob's Discount Furniture credit card is issued by [redacted] Bank. Special terms apply to qualifying purchases of $399 or more charged with approved credit at participating merchants. Minimum monthly payments are required during the promotional (special terms) period. Interest will be charged to your account from the purchase date at the APR for Purchases if the purchase balance is not paid in full within the promotional period. Paying only the minimum monthly payment will not pay off the purchase balance before the end of the promotional period. For new accounts, the APR for Purchases is 28.99%. If you are charged interest in any billing cycle, the minimum interest charge will be $1.00. This information is accurate as of 01/06/2016 and is subject to change. For current information, call us at ###-###-####.2. No interest if paid in full within 12 months! For orders $1200 or overInterest will be charged to your account from the purchase date if the purchase balance is not paid in full within the promotional period.** Promotional plan # [redacted]For orders $1200 or over.This option is best for those who wish to pay the purchase balance in full within 12 months.**The Bob's Discount Furniture credit card is issued by [redacted] Bank. Special terms apply to qualifying purchases of $1200 or more charged with approved credit at participating merchants. Minimum monthly payments are required during the promotional (special terms) period. Interest will be charged to your account from the purchase date at the APR for Purchases if the purchase balance is not paid in full within the promotional period. Paying only the minimum monthly payment will not pay off the purchase balance before the end of the promotional period.  For new accounts, the APR for Purchases is 28.99%.If you are charged interest in any billing cycle, the minimum interest charge will be $1.00. This information is accurate as of 01/06/2016 and is subject to change. For current information, call us at ###-###-####.

Good Morning Revdex.com-
We agree with this customer. 
The piece is within warranty and not comfortable to be used.  Waiting 5 months for parts is an unfair
burden to place on this customer.
In an extreme effort to meet this consumer’s demands for
resolution we will make a one time...

only courtesy offer for resolution.  Should the customer wish to accept this offer
they are able to visit any of our stores. 
Advise the salesperson that you have a reselection credit.  They will schedule the delivery of the new
piece and pickup of the piece in the home on the same day and that way you will
not be without a sofa at any point.
I have set up the reselection credit, please see attached.  It is for 100% of the purchase price, sales
tax and I have included in it that we will waive a new delivery fee.  This credit is active now and will be active
for sixty days. 
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.
Kindest Regards,                                         ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- Thank you for providing the information to access the account.  We have reached out to the delivery depot that has been in communication with the customer to request an update.  They should be reaching out to the customer within a couple of business days with an update on the claim status.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture

Complaint: 1[redacted]
I am rejecting this response because: Though I accept your sincere apology, and I understood the issue with regards to the "cracked wood" during the first delivery attempt. I do not accpet the issues which occured during the second delivery attempt, yes they delievry person/s showed up with the new replacement piece, however they were then unable to complete the set up becasue they stated "they have no hardware to set up the bunkbed."Immediately following this information from the delieveryman, I spoke with the representative Christina that Tuesday morning and was informed the hardware would be delievered later that Tuesday morning/aftrenoon, I waited to ensure someone would be in the home. Not only did not one show-up but no one returned a call to say no one was coming. My Fiance had to call to ask for a status update, at which point she spoke with Christina to then be informed " the hardware had to be ordered and would need to be delievered and setup for another delivery appointment." Yet no one called to inform me at anytime prior to the Phone call my Fiance had with Christina.At which point we were beyond going any further with this nighmare. Christina, was very understanding, however no immediate remedy was provided expect for my us asking for the unassembled bunk bed to be picked up from our home and asking and recieving a refund off all sums paid. We are now in possesion of a Bob's Credit Card for $3400 and no bed for our kids, and no solution except what,  go to another Furniture store and take out another credit for finance? or do we go to a different Bob's location and cross our fingers and hope for a better outcome?It's upsetting becasue we are now very leery of delievry service when it comes to Bob, and now awaiting a time we are free from our jobs to go to Wellsfargo to ensure that we can cancel the creditcard without any affect to our credit, then we are also still in need of a bunkbed and also do not want to have to open another line of credit, we are put in a very disconcerting position, while our children wait in a very uncomfortable position. Sincerely,
[redacted]

Good Morning Revdex.com- We are very sorry that this set did not live up to the customer’s expectations.  The tech did determine the set had a manufacturing defect.  Should the customer wish to accept this offer they must accept through the Revdex.com mediation service, this will release the credit to...

the stores.  Then advice the store there is a credit in the system, the store will schedule the new delivery at the same time as the pickup, ensuring the customer will have a set in the home.   The Alpha set must be returned at the time of delivery of the new set.  Courtesy Offer for Resolution: The customer can reselect to a different set we will provide a store credit of 100%. This 100% will be based off of the original cost paid for the Alpha set.  We have included the Goof Proof Plan the customer purchased and we will waive the new delivery fee.  Kindest Regards,                                         ...⇄ Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison   Tell us why here...

Good Afternoon Revdex.com-
Due to the intricate nature of this complaint, we have
reached out to the customer directly to discuss our offer of resolution.  The customer has accepted our offer.  We are very sorry that this was not already
corrected for this customer and we appreciate the...

Revdex.com bringing this to our
attention.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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 piece was exchanged on 2.9.18, we tried to call the customer to verify the delivery team report that there were no further concerns; we were only able...

to leave a voicemail.  We ask the customer to advise if there are any further concerns to address. Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...