Blue Ridge Travel

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 delivered on 6.10.16 and at the time of purchase, the customer purchased the option of Goof Proof...

Plus.  This protection plan 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 plan is through a third party company, [redacted].  [redacted] covers the merchandise damage resulting from a single accident.  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 everyday use, misuse or abuse of the merchandise.  The customer reported to us that they had lost the hardware, this order was paid for on 9.22.17.  Once an order has been paid for by the customer, the order ships in 7-10 business days from our Connecticut facility.  This order shipped on 10.4.17. The customer reported to [redacted] that they had several scratches and gouges from moving the piece and had lost the hardware, two months prior.  The claim was denied.  Losing hardware is not an accidental damage.  Any damage reported to [redacted] must be damage from a single accident, reported within 30 days.  Please see attached the photos of the damages; there are substantial damages, caused in the home.  The customer has not followed the [redacted] claims procedure.  This procedure is listed on the sales order, reviewed and signed at the time of purchase, the GOOF PROOF handout flyer or the terms and conditions sent to the customer at the time of purchase from [redacted].  We would not be able to intervene on this claim, it is far outside of the acceptable window for claims and contains roughly 11 different damages.    Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture   Tell us why here...

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]

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 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 delivered on 4.21.15 and at the time of purchase, the customer purchased the option of Goof Proof...

Plus.  This protection plan 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 plan is through a third party company, [redacted].  [redacted] covers the merchandise damage resulting from a single accident.  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 everyday use, misuse or abuse of the merchandise.  The customer called [redacted] in December 2015 and reported “cust states he had family over a few weeks ago and after everyone left he noticed multiple liquid rings on the table top”  [redacted] was willing to review pictures to ascertain if it truly was damage from a single accident.  The pictures the customer sent were labeled by the customer.  Please note the comments the customer labeled the pictures with clearly state that this is not damage from a single accident. The customer call [redacted] February 2018. The customer reported “cs that recliner stopped working yesterday, went to check it yesterday and it stopped working, offered 24 hours, declined”  The customer did not report any accident has caused damage to the recliner.  They were offered 24 to hold the claim, to ask the family if anyone was aware of a specific incident to cause the damage, the customer refused. A Bob’s technician was sent out to inspect the piece.  He found the piece had become unplugged. Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com,
Please pass on our apologies for any disappointment
this customer is experiencing with the protection plan purchased in 2012 or the
service they have received from our offices.
 Regretfully I am unable to locate any account information that matches
this...

consumer’s complaint within our internal records.
 I have looked under the name, phone number, email address, and address
provided here and can only access a sales order that was recently delivered on
04.04.2015 (this sales order includes no dining room set).
Can you please ask the consumer to verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further?  They can locate this order number via the sales
receipt provided at the time of purchase.
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers/purchaser name(s) that may bring up their account
records for this dining room set.
 
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in excellent mediation assistance are not wasted.
Kindest Regards,
                                        ...⇄ /> [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 not  fully satisfactory to me but has been accepted for reasons beyond my control.
Sincerely,
Cecillia D[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 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...

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

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]

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: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 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: 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 [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

Good Afternoon Revdex.com-
We are sincerely sorry for the concern this
customer has brought to our attention. 
Unfortunately home damage claims are handled by the delivery depots and
not by Bob’s corporate office.  We at Bob’s
create the claim and send it to the depot. 
Unless...

there is an issue that requires our intervention on behalf of the
customer, we are not aware of the agreements made between the customer and the
depot.  I do not see in this home damage
claim that the customer reached out to us directly asking for assistance. 
I have reached out to this depot and copied
our corporate delivery managers.  The
contact point at the depot, Esmeralda, has assured us that this claim has been
approved for payout, the correct paperwork has been submitted to their
corporate offices and the customer should be receiving the check shortly.  We apologize for this extreme delay in the
claim being rectified. 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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 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 July 2013 and at that time the customer purchased the option of [redacted]...

[redacted]
Plus. 
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] 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. 
We scheduled our service technician to the home
7.14.2016.  That technician did not find
the damage to be manufacturing in nature. 
Stating that the damage is not manufacturing in nature does not mean it
is being blamed on the customer. 
Accidents happen, that is why customer’s purchase [redacted].  If this customer is aware of how the damage occurred
and when they can certainly utilize the [redacted] accidental damage protection
plan.  I have attached a copy of the
handout the customer was given at time of purchase, for their review.
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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]

Complaint: [redacted]
I am rejecting this response because: I did not see the message, It was blank. Please forward what the message said from the company.
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]