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.
Sincerely,
[redacted]

Good Morning Revdex.com,
We are sincerely sorry that this
customer is experiencing issues with the merchandise that they purchased from
Bob’s.  I see the exchange was made in
Sept. 2012. This was a claim through
[redacted], a completely separate company from Bobs.  The
pieces were...

purchased with a one year manufacturer’s warranty.  This warranty expired over two years
ago. 
Bonded Leather offers the look of
luxury at a much more affordable price point and as its name depicts, bonded
leather is real leather that is adhered (or bonded) to a fabric backing with a
strong adhesive. Over time and with any amount of usage the heat from our
bodies and friction from use causes expansion of the molecules that join the
bonded leather to the fabric backing. Bonded Leather is manufactured the same
way industry wide and peeling over time is not isolated to the bonded leather
products we sell at Bobs Discount Furniture. If you continue to
purchase/maintain bonded leather furniture in your home regretfully peeling can
occur based on the nature of this material’s manufacturing process.  You
have had this set for over three years and in that three year period our
records indicate that you have not reported any issues to us before now. The
Bobs warranty on your merchandise expired over two years ago and as this
concern does not stem from a factory defect in the product’s workmanship and is
viewed as normal wear and tear industry wide, we are able to make a store
credit offer to from a place of extreme courtesy and care. As with most protection plans the [redacted] purchased does not cover normal wear and tear this courtesy option is not
in relation to the plan purchased as it is being offered to you by Bobs
directly.
If you would like to reselect to a different set, made of a different material
that may fit your furniture needs better we can offer to credit you 60% of the
original cost you paid for both the Sofa and the Loveseat from your ‘San Diego’
set. In the interest of fairness we would ask that if you want the new
furniture you select to be delivered you 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 can offer to remove the current Sofa and
Loveseat you currently maintain on the same date we deliver the newly selected
merchandise and cover the cost of disposal for you.
Please let me know if this option for resolution is acceptable to you and I
will process the necessary paperwork and have our retail location contact you
to make you aware of your available credit.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture,
Corporate Customer Care Liaison
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

Good Afternoon Revdex.com-
We sincerely apologize for the
inconvenience the availability of your merchandise/delivery has caused you. I
can understand your frustration having been assured a delivery date previously
and I truly wish we could get this merchandise to you sooner
Due to the piece...

you really want being on
backorder, the store has offer you a piece to use to complete the set until the
piece you really want becoming available. 
This far exceeds our normal policy and procedure.  I see that they have also offered a
considerable amount of compensation for the delay.  This is also outside of our normal procedure. 
At this time we would not be able to extend
an offer of picking up for a refund.
Again I truly apologize for the
inconvenience this experience is causing you and that you are still waiting on
the furniture you purchased. If there was anyway to get the merchandise 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

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: I completely understand your response, but we have been asking for this for over 6 months and we were told a few times that it is under investigation and it will take 90 days. This was in December and apparently nothing was being done on your end, this is the information I received from the store manager. The issue isn't just not getting the refund, but we been getting the run around from your store manager and we tried to contact customer service a few time and we were told the some thing. If the store and customer service weren't going to do anything about the issue, who should I be contacting?
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. I received my merchandise at the time it was scheduled for delivery. Thank you for the assistance. 
Sincerely,
[redacted]

Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the inconvenience this experience
caused our customer. There is no doubt after reviewing this complaint that we
failed our customer on several different levels and we remain very embarrassed
regarding the failures we caused to...

our customer.
 We can certainly understand the customer’s frustration and acknowledge
the reasons why the customer feels they are owed something additional after the
completion of their delivery. At this time the customer’s account reflects that
the new merchandise has been successfully delivered as of 9.22.2015.
Bob’s prides itself on providing quality service and the best value product for
the price. Our primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from us.
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 one of the largest furniture retailers 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.
While it is not normal procedure to so we do recognize that we
have failed our customer on some extreme levels and we are willing to make an
exception in this case to work above our normal compensation guidelines and
policies.
I have listed two (2) options
below for the customer to choose from for compensation. Please have the
customer select (1) one option and respond back to us via this Revdex.com channel:
:#1:
We will process a Bobs Discount Furniture Gift Card in the full amount of the
delivery fee paid ($229.99)
-Or-
Option #2:
We will process a Bobs Discount Furniture Gift Card for ½ the amount of the
delivery fee paid and refund the remaining ½ to the customer’s original method
of payment.
We look forward to hearing back from our customer and we apologize again for
the concerns our failures caused to her family.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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.  We would be willing to send the customer a
new mattress via [redacted] if the customer is willing to pay the difference in the
mattress.  This...

would save the customer having
to make the journey to do the exchange.   The customer can answer through the Revdex.com or
reach out to me directly as I have left my direct number on their voicemail.
Sincerely,
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 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

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.  We were not able to reach the customer but we left our schedule and direct line.  We are willing to pick this up, we need to know if the...

tables should be included in the pickup order.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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 Ms. [redacted],I have researched your account and apologize for the multiple failed delivery attempts of your children's furniture. I can only imagine their excitement when expecting a brand new bunk bed, only to be disappointed after the failed delivery and setup attempts.I am...

pleased to see that we have since successfully delivered the bunked!  As a result of the inconvenience we have caused, we have refunded the $149.99 delivery fee.I have shared your experiences with our delivery and quality assurance Managers to ensure that an experience such as yours is not repeated in the future. Your patience and business is greatly appreciated. It is our hope that you continue to allow Bob's Discount Furniture to be your furniture retailer of choice.Thanks,[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]

Good Afternoon Revdex.com- We are very sorry that this was a source of stress and frustration for the customer.  I have reviewed all the information on the account and listened to the call between Justin, the customer and the agent, when the tech called in his report.  The agent did agree to...

set up the entire bed for a reselection credit as a courtesy, the customer did not agree to have the defective piece replaced.  The agent should have clearly stated that the mattress was included in the credit.  The store should have advised the customer that the mattress was included on the reselection credit, when the customer did not choose a new mattress with the credit.    While the customer experience with the delivery team was stressful, the team was not at fault.  They are required to pick up everything on their return orders, before completing the delivery, or they will be charged for it, in this case, $169 for the mattress.  We have reviewed the account and we agree that the compensation that was offered is fair compensation for the two errors of omission that occurred.  The $75 has been applied to the account and is available for the customer to use.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com,
We are certainly very sorry for any and all
inconveniences our failures have caused our customer to experience. We do thank
our customer for escalating this concern so that we may use this posting to accurately
address the coaching concerns we clearly have within our...

organization.
I was able to locate two different accounts for this
customer and based on the account(s) status as well as the information provided
in this posting I believe our business has properly rectified all the concerns
the customer has communicated in this mediation channel.
If there are no further concerns that the customer
would like to communicate thru this channel we consider these concerns closed
as resolved at this time.
Kindest Regards,
Stephanie *. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customer. We
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery.
We will extend to this customer an additional refund of $106.34 as
a final form of our apology. Please advise the customer that all paperwork
needed for this transaction has been entered from our end and action is
required from the customer at this time.
As this additional issue resulting in more aggravation was caused
by our store failing to properly process the paperwork I would like to ask the
customer to call into our refund line instead of the store, this will ensure
that it is properly processed. 
I have listed the steps below for the customer to follow in order
to get the initial processing of this refund completed. We highly suggest the
customer complete these steps as soon as possible so that the refund process is
expedited quickly on their behalf.
o  
Anytime after 9am and before 8pm Dial ###-###-####
o  
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this
order number: [redacted]
o  
At that point they will take the credit card
information from you and complete the processing.
In most cases any remaining questions regarding refund
processing time can be answered by reviewing the policies listed on your sales
receipt.
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Complaint: [redacted]
I am rejecting this response because:
Joe in Loss prevention told the investigator of SCPD that Bob's and the Contractor would split the cost to replace said item.Now, that I received this conflicting information from Corporate and Loss prevention I believe its a coverup.  The items were not left in the dresser as I said I took EVERYTHING OFF AND OUT of the dresser and onto the bed.  It is feasible that the delivery men tossed the headset in the bag and into the dresser.It was exactly 2 weeks since I filed a complaint.  Even if it had been a month it makes no difference.  Items in MY home should still be there. 
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are very sorry that the customer is not happy with their purchase.  There is no defect, no design flaw.  The pieces have pillows that are not attached.  That is the design of the set that the customer chose.  We understand that the piece may no longer fit their needs; this makes it a preference concern.  We cannot offer the customer resolution on merchandise that is not defective, simply because after years of use, it no longer is the best fit for their needs.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...