Blue Ridge Travel

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-
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 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.

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]

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]

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]

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 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: 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 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

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: 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]

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]

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 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

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

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 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 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...