Blue Ridge Travel

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

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

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 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: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]

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]

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

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 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...

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: 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]

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 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...

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,
I contacted this customer this morning and provided my
direct phone number for any/all follow up.
At this time our customer and I are working directly
together to establish the best course of action to resolve her concerns.
We are deeply saddened by the feelings...

left behind from our
initial service visit and will work diligently to earn our customer’s trust
back in our business.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
We again apologize that our
customer is so disappointed in us.
The customer’s initial sale has been completely
rejected and refunded to the customer from our system, we have offered the best
possible option for resolution we have when there is no open business pending
from this customer.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry for the delay in the part order.  We do see that the customer was advised the parts were to be expected in April and May. It is now showing that the parts will be sent June/July.  As a retailor and not a manufacturer, we have very little control on...

part order fulfillment.  We have to request the parts be sent from the manufacturer.  They then provide us with a date that they expect to deliver.  If they have an issue in the factory or in shipping, it delays the parts.  When this happens, we offer the customer the option of reselecting.  The Goof Proof Plan that the customer purchased allows for unlimited parts and service through the life of the plan.  It does allow for a one time replacement.  In accepting the reselection, it would fulfill the plan.  The customer was offered the option of a store credit to reselect.  They declined this option.  The offer stands.  If the customer would like to reselect, we can set up the store credit to choose something else.  We would waive the new delivery fee.  If the customer would like to wait for the parts, we will ship them as soon as they are received from the manufacturer.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com- We are sincerely sorry for the multiple issue the customer has had with this delivery.  We have a service and an exchange scheduled for 11.22.17.  We have every reason to expect that this will resolve the concerns.  I can personally identify with a consumer’s...

need for an apology outside of making the concern right. Any compensation agreement is to be discussed after the customer has been fully satisfied with the merchandise they paid for and a form of apology is usually processed by gift card. Normally we offer any type of 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 the 15th largest furniture retailer 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. Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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]

Complaint: [redacted]
I am rejecting this response because:I do not want compensation; I just want my chair fixed. You state “The part is now due in less than two weeks. That is not an excessive wait.” The part is supposed to be here in two weeks that’s not saying it will be. How long will it take to schedule a technician to come out? Two weeks is excessive after waiting since the end of April. You state “If the customer had reached out at the beginning when the order was first placed, we could have discussed other options.” When the technician came out I was given no timeline for the parts from him or the representative on the phone. It wasn’t till May 25, 2017 that I found out about the excessive wait time for the part to arrive. I am disappointed with Bob’s customer service. “No phony gimmicks just pure value! I’ve got you covered!” Bob.
Sincerely,
[redacted]