Blue Ridge Travel

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...

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]

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

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 [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

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]

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]

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 [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

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]

we are disappointed to hear that the dollar is more important to this company than the safety of its customers. Bobs still hasn’t informed me on how they are going to ensure the safety of future customers and the products they sell. This will not go away with an email stating a gift card was issued in lieu of complaints of child safety. I have asked for a monetary refund of the same amount as the gift card. Bobs management team has lacked organization and empathy for its customers and this will not go away quietly. I’m asking to not have reimbursement to return to a store which doesn’t provide evidence to ensure the safety of its customer.  
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

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-
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

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. We look forward to using the $[redacted] in store reselection credit to hopefully choose a set that will last better than our current one. While we're not quite convinced that delivery will cost $99 (on our last check, it was $[redacted] to our home according to the website) and we're disappointed that we can't donate the couches on our own terms (we were hoping to be able to give them to the fraternity house that we both lived in as they don't care about any furniture condition). we understand that Bob's is a company and isn't going to give us anything without getting something in return. We know that these will be sold in the pit at the local store and there's nothing we can do about that practice. Thank you for agreeing to work with us on this and we're hoping that this reselection will go over smoothly.All we really wanted out of this was the cushion replacements the tech had told us we were entitled to, but if we have to take the time to select a new set and spend additional money, then it's fine. 
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are very sorry the customer continues to be frustrated. We will not be able to complete delivery on a piece we no longer have.  We are not able to refund the money due the customer until they reach out with the original credit card used.  We are sincerely sorry that the customer is not able to get the piece they requested.  Sincerely, 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]

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...

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]

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 see that this customer has already reached out to our
corporate office and it appears the customer will be working closely with Sue
to...

rectify the situation and reach a satisfactory outcome.  We do only offer compensation one time, once
the delivery is completed to the customer’s satisfaction.  We have an exchange scheduled for
6/15/16.  Once that is complete and the customer
is happy with the merchandise in the home, we can certainly offer compensation
for our failures.
 
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 have reached out to this customer directly with an offer
of resolution.  We hope that the customer
is considering our offer.  We are very
sorry that they are no longer please with the purchase that they made.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture