Blue Ridge Travel

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...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is not  fully satisfactory to me but has been accepted for reasons beyond my control.
Sincerely,
Cecillia D[redacted]

Good Afternoon Revdex.com-
Bob’s offers the absolute best value available at
our price point.  We also offer the
customer our service guarantee.  If a
customer reports any issues that may be manufacturing in nature during the
warranty period, we will send one of our factory trained...

technicians free of
charge.  The technician will report to us
the nature of the issue.  If it is an
issue that the tech can correct on the spot, they will.  If the issue is manufacturing in nature and
requires parts, we will order the parts and have a tech install those
parts.  If the issue is manufacturing in
nature and parts and service will not correct the issue, we will then offer
replacement.  This statement is reviewed
at time of purchase; it is on every customer’s sales order, signed by the
customer at time of purchase.  It is one
of the best warranties in the furniture business and Bob’s stands behind this
100%. 
 
We
are sincerely sorry that this customer had issues from the delivery of the [redacted] set.  We sent our technician to the
home on July 22nd 2016.  The
technician did determine that the mechanism had shifted during the transport
and delivery process.  He was able to
realign the piece.  If this customer is
experiencing any other issues we can certainly send a technician to the home to
service or advise. 
 
SERVICE
POLICY
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickup. Our mattresses and motion furniture may carry
additional factory guarantees. You must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians to inspect the item
and service it to factory standards at no cost to you. If the Service
Technician determines that the factory defect is not serviceable, we will
replace the affected item, one time. If the item is no longer available, you
may reselect to other merchandise or we will refund the purchase price. In the
event of a reselection we will charge or credit you for any price difference between
the original and the re-selected item. Merchandise purchased from our “Outlet”
or Clearance Centers that is not brand new/factory fresh is excluded from these
factory defect guarantees. Normal wear and tear or customer-caused problems are
also excluded. Service can only be provided within our serviceable area to the
original purchaser as stated on your sales receipt.
 
Call
Bob's at ###-###-#### to report factory defects to your Merchandise.
Our Customer Care Department is available 6:30 AM to 8:00 PM Monday through
Saturday and 10:30 AM to 7:00 PM Sunday.
 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because:I spoke with a representative at the store and was told that $150 in store credit was not acceptable and I was told that corporate would be reaching out to me directly, which has not occurred. In fact, since the date this was placed, I received a call from customer care and was told to call back according to the voicemail, when I called back, the representative was not sure why I received a call and did not apologize for what was received as harassment. The store credit is not being received because there was no issue with the items received, but the delivery. I already have a full bedroom set and am not in need of any further business with Bob's Furniture. This is why again, I ask for cash compensation for what was paid in full for my delivery. This also is especially the case because I was told had I paid in installments, I would have been able to deduct the $150 amount from my payments. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Bob's should have sent us the full amount in a check of $350 and not a partial payment. When we called the Bobs in [redacted] inquiring where the rest of the payment was, the store managers told us that we needed to contact [redacted] for the rest of the money, that they had nothing to do with it. I refuse to wait 16 days for a check from Bob's to make the "payment" to [redacted] that is due shortly. I am not taking my own money to make a payment to [redacted] when Bobs should directly send them the check to cover this "over credit," as this was a mistake on their end. Christmas was last week, we cannot afford to send $106 to [redacted] to make a payment that was a Bobs mistake and then wait over two weeks to be reimbursed. This claim is not closed on their end as far as they are concerned because this was their mistake and not ours to correct. The furniture was all rejected in the first week of September and we are now in the first week of January still dealing with this. I will not jeopardize our credit score because Bob's feels that their job is done and we shouldn't have cashed a check from [redacted], that we were told to request from them. The store managers completely messed up this entire transaction and this situation is still being put in our lap. We work full time jobs and do not have time for this sort of nonsense. 
Sincerely,
[redacted]

Revdex.com: I made my contract and purchased my furniture through bob store the finance was made through [redacted] the information of me being charged for the promotion the information should have came from bob store not [redacted].
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]

Complaint: [redacted]
I am rejecting this response because:   My husband went to the store personally today to speak to the store Manager Justin and he claims this is the firs he is hearing of this!!!!!!!    I was told they could not confirm with certainty that a check could be sent over night express delivery to the Freehold Location the purchase was made.    That again someone would call us and get back to us by the close business today.I want a new check issues and sent [redacted] some form of express delivery with a tracking number to the store so I can go and pick it up.  At this point they are in violation of their own store policy and should ensure I get my refund as soon as possible.It is ridiculous at this point that they claim they have sent two checks to the same address and none have been received.    I personally filled out a change of address form with the Postal Service and have been receiving all of my correspondence with no problems.  It appears that only Bob's Discount Furniture Store is the only exception.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: here is the order number in response to the business reply[redacted]  Cr [redacted]
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:The exposed wood cannot be normal, I literally have to stick the pillows behind my back in order to not feel the wood pressed against my lower back  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: i dont believe the $149.99 is an acceptable form of apology to make up for all of the trouble I went through and the fact that the furniture still isn't working properly. This has been a disgusting form of customer service 
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are very sorry for the delay in the parts order.  We have reached out to the vendor and they are expediting the shipment.  The customer will have the cores at the end of this month.  We are not able to stock every part for every manufacturer and every...

piece.  We do have to requests parts be shipped from the vendor.  This vendor had it listed that they had shipped previously and we were not aware of any concerns until the customer advised us.  The parts were then reordered.  As this was the vendor’s error we have insisted they escalate this concern.  The customer will have them within three weeks.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Dear Revdex.com,
We are unclear on this customer’s response. 
We certainly can offer compensation in the form of a Bob’s gift
card.  We are scheduled to complete the
exchange on 8.6.16.  When this is
completed we encourage the customer to call in for an account review.
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry that this customer was so frustrated by their purchase.  We are very sorry that the reselection did not go smoothly.  The new delivery has been completed and the customer can request an account review for compensation.  We do offer compensation...

for our failures in the form of a Bob’s store credit towards a future purchase. Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture  Tell us why here...

Good
Afternoon [redacted]
We
are sincerely sorry for the multiple deliveries, damages and poor service you
have received.  There are several issues
to address in this complaint. 
The
refund for the sleeper has been processed. 
[redacted] does routinely take 2 billing...

cycles to post a credit to a
customer’s account.  If you reach out to
them and let them know the main piece was returned they may be able to make
that adjustment more quickly. 
The
TV chest that was reported on the property claim, is that the new piece
delivered on May 7th by us, or was it an existing piece in the
home?  If it was our piece we can
certainly offer that to be exchanged or if you do not want it exchanged, we can
discuss an appropriate discount.
We
have reached out to the depot management and the property claim is open, the
depot will be reaching out to you to discuss. 
We
are very sorry for the overall experience you have encountered.  I can honestly state this is the exception
not the rule.  I can see several issues
that were not handled correctly.  I am so
sorry that we have failed you.
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because: I paid Bob's Discount Furniture for this insurance and THEY are responsible to provide me with the documents - including the exclusions to allow me to make an informed purchase.  The couch I bought is a leather match sofa so every exclusion they listed applies to me.  What did I even need this for?  I am telling you what numerous sales people told me - "All accidental damage is covered if you report it right away", which is clearly not true in my case.  There is no need for extra photos because the tear is on a sewn area, but it was caused by a high heel piercing the leather - not from stress.  Bob's employees misrepresented the coverage to me to sell me this product.  I know that they will not fix my couch but I will never say that I accept it.  I should get my money back for the worthless policy they sold me, but I am sure that won't happen either.  It should be the mission of this company to properly train their employees in the FACTS of this coverage and the importance of honest and full disclosure.  It might mean less sales of the coverage, but it would prevent the loss of customers in the long run because someone who feels cheated, as I do won't come back
Sincerely,
[redacted]

Good Afternoon Revdex.com, Please pass on our sincerest apologies to the customer for the concern they have existing. The customer signed an agreement with an entirely separate company from Bobs Discount Furniture – the agreement that the customer is referring to signifies that it belongs to the...

Acceptance Now Company – not Bobs Discount Furniture. Bob’s did not authorize the pickup of the merchandise in order to terminate the agreement, ANOW did. I can confidently state that this type of agreement is commonly reviewed with an Acceptance Now Representative and signed with an employee from that company directly. We do not train our sales professionals or customer care agents on the inner workings, terms, or conditions of this contract as it is a document that our company is not authorized to manage, update, or change in any way. We are unable to approve a return of this merchandise or arrange for a refund of monies that the customer has been paying to the Acceptance Now Company directly. The contact information for this customer is [redacted]m.  [redacted] handles all Acceptance Now escalations for the Revdex.com.  There is nothing we would be able to offer this customer.  The pieces are not defective.  Bob’s is responsible for any manufacturing defects. Kindest Regards, [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 and has our direct contact information in case of any other questions or concerns. Sincerely, Tracy S[redacted]...

Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because: I am rejecting this response because I had three carpet companies tell me that throw is no way to remove furniture stain from the carpet. They would not guarantee their work on such a stain as the process would likely change the color of the carpet. Also the carpet in the room is brand new and the carpet is one piece of carpet. So it needs to be completely replaced. All of this has been explained in detail several times. If bobs furniture actually inspected their furniture before they delivered it this could have all been avoided. But they choose to cut that corner. Surely in the history of furniture delivery carpets have been damaged and needed to be replaced. Bobs furniture could have made all this money back in new sales from me had they just fixed the carpet they damaged. Four months and still no solution? This is a no brained to fix. 
Sincerely,
William S[redacted]

Good Afternoon [redacted],
My sincerest apologies on behalf of Bobs Discount Furniture for
the multiple inconveniences you have experienced with your products. I have
sent out a request to have a brand new Queen Sized –Fully Encased Bed Protector
sent by [redacted] to your residence and I am happy...

to help you move forward in
resolving your loveseat concerns.
I attempted to reach out to you via phone today to address your
concerns verbally.
Please return my voicemail at your convenience at ###-###-####.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

I have been calling in to the center because I haven't heard anything back and it's been since May 2016, when I signed off on the paper I haven't den anything wrong. When I went up stairs after my delivery my tv was turned around and I didn't even notice until later that night when I went to go watch tv I know they did it cause the tv was turned all the way around, I explained that to the rude rep that called me from the third party company who contacted me back in May. Just by offering the $225 just goes to say bobs furniture was at fault. My television was a 50" not a 45" I still have the television and I been offiering to take the television to the store. I very dissatisfied with my delivery after I spent over 2 thousand dollars I will never shop or any of my family shop at bobs again. Everything eas horrible since the delivery. Bobs should hire professionals I never had a problem like this. Very unprofessional delivery and company. 
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]