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.
The issued check has been received.
Sincerely,
[redacted]

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

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]

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 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 made
in March 2014 and at that time the customer purchased the option of [redacted]...

[redacted] 
This warranty 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 warranty is through a third party
company, [redacted].  [redacted] covers the
merchandise for accidental damages. 
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
misuse or abuse of the merchandise. 
The damage that this customer has reported has not been
determined to be a manufacturing defect. 
The customer did not report any single accident or incident that caused
the damage.  There are several ways
damage like this can occur, I don’t wish to speculate on how it was caused,
only to try to resolve this customer’s issue.
This manufacturer no longer makes this bed, so we are not
able to get new rails.  We can offer this
customer the options of purchasing a bolt on bedframe which will attach to the
headboard and footboard of the bed.  I
created a sale so that I could check cost and availability.  The frame is $60. The plates to attach the
frame to the headboard / footboard this customer has are $25 and delivery and
installation are 39.99.  In an effort to
make this right I would be will to waive the delivery fee and the cost of the
modi plates.  This would leave the cost
of the frame plus tax for the customer, $63.60. 
If the customer wishes to proceed they would need to reach out to the
store at ###-###-#### when Bob starts talking hit 1, or go into the store to
make the payment.  Everything else is
set. 
Please respond through the Revdex.com mediation site if you accept
this offer.
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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 made
in November 2014 and at that time the customer purchased the option of...

[redacted] 
This warranty 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 warranty is through a third party
company, [redacted].  [redacted] covers the
merchandise for accidental damages. 
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
misuse or abuse of the merchandise. 
Often when we are trying to explain to customer how to
report an accident to [redacted] it is misconstrued, we give example of the kind
of damages that are covered and customers believe we are telling them to
fabricate a story.  That is not the case;
we are giving them examples and trying to save them the time and hassle of
submitting a claim that will be denied. 
This customer did not call the claim in as an accident.  If the customer reports it is an accident,
but then states they do not know how it happened, when it happened or who was
involved it will not be considered an accident. 
Using the word accident does not make the damage accidental. 
We have sent two techs at the customer’s request and both
technicians as well as the Service Department Manager agree that this is not a
manufacturing defect. 
We can not honor the customer’s request as these pieces are
non-repairable. We will offer to refund
the Goof Proof insurance this customer purchased.  If the customer accepts this offer the pieces
will no longer be under any warranty, 
while we do not encourage this, we understand that this customer is very
upset the protection plan did not cover these damages.
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because I have not been provided with any certainty as to a delivery date or what the alternative resolution will be if the replacement part cannot be delivered by a date certain. If I am provided with a date certain by which the part will be received and installed and a guaranty that if this does not occur by that date certain that the couch will be replaced then this is something that would be acceptable.
Sincerely,
[redacted]

Update:  I finally received the part 7/13/17.  Bob's Discount did call me to confirm receipt of the part.  We discussed compensation.  My payment per month is $300.  They offered me a $50 Bob's Discount gift card. I said no. The account manager did state that they don't...

reimburse cash (although I did not ask for cash) and that was how they handled reimbursements.  I asked why I would want a gift card to a store that already sold me a broken product. After insisting that a $50 gift card was unacceptable, she offered to do a $75 reimbursement back to my [redacted] account.  I explained to her that I thought it was fair that since I was without my part for half a month that I wanted a half month's payment reimbursed back to my account.  I never asked for cash and only wanted a reimbursement back into my account. She absolutely refused to do any more than $75 reimbursement and rudely told me that she deals with "people every day that are more inconvenienced than you have been."  Frankly, I think this company needs to go right by me. I waited 2 weeks with repeated calls and very little communication from them to receive a part on a bed that didn't work the day after it was delivered.  I think it's fair and reasonable that I be reimbursed for half a month's payment - which would be $150.  I told the account manager that I had already filed a complaint with the Revdex.com and that I would be updating my complaint to state that I did not agree with only a $75 reimbursement and I wanted the records to state that.   Please add this to my account as an update.  I wanted the record to reflect that I did receive the part.   Thank you.   [redacted]

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 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]

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 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 ###-###-####.

Complaint: [redacted]
I am rejecting this response because: This is not what I asked for I wanted the coverage on the entire bed set and my bedroom set. It seems Bobs sales person lie to get a sale and them the company doesn't hold up their side of the agreement. 
Sincerely,
Tiffany D[redacted]

Good Afternoon Revdex.com- We are very sorry for the recent issues that this customer has encountered.  Bob’s has been trying to work with the customer to successfully complete the delivery.  We have extended the reselection credit from the two months it was originally to the four months it is...

currently.  We have also tried to accommodate the request for a specific driver.  That is not always logistically possible.  As the customer purchased from Bob’s in 2014 it would not be possible to grant the request for a refund.  We do suggest that the customer reach out to have the exchange completed soon, as the return authorization for the [redacted] set in the home has expired and we would only be able to grant the reselection through the end of January.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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...

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:
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 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 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- 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...