Blue Ridge Travel

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] 
There were no other people moving furniture that day but the delivery people from Bob's Discount Furniture. And the signatures could not match because I did not sign anything and neither did anyone in the house that day.

Complaint: [redacted]
I am rejecting this response because:I did contact the manufacturer and was told by the manufacturer to contact bobs regarding having the defective bed removed. I no longer wish to keep a bed in my home with small children and pets that can electrocute people based on an assembly flaw. Im not satisfied with having a technician come out to repair it, I would like the faulty furniture picked up and my account credited the full purchase price.
Sincerely,
Heather Purdy

Dear Revdex.com,
We sincerely apologize for the issues this customer has endured trying to have
this issue resolved.  We do see that we
had a technician to the home 7.3.16. 
This service was reported as manufacturing defects.  The replacement parts have been ordered and
will be shipped directly to the customer. 
The technician report from both visits will be investigated to be sure
there is consistency from the technicians. 
We apologize that the customer had to go through 2 services to have this
addressed. 
Kindest Regards,
                                        ...⇄ /> Tracy S[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, so long as they also pick up the damaged loveseat and I don't have to pay anything out-of-pocket for the replacement.
Sincerely,
Rob D[redacted]

Dear Revdex.com,
 Please pass on our deepest apologies for any inconvenience we may have
caused this customer during their delivery experience with us.
 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, address provided here, and email
address. I also searched thru the purchases from every customer on 7.19.2015 by
last name and have yet to produce and account that matches this posting.
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 that may bring up their account records.
 
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,
                                        ...⇄ /> Stephanie A. G[redacted]
Bobs Discount Furniture
[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 as it refers to the box spring.  I will take the full refund and give up the 10 year warranty. However, there is still the issue of the desk I originally purchased.  I should be refunded the delivery charge for the desk that was never delivered (I have already received a refund for the desk).  The desk was scheduled to be delivered on November 14th.  When they arrived at my home, I was told that the desk was never loaded on the truck.  The delivery fee for the desk shows as $39.99 on [redacted] and I should receive a refund for that portion of the total delivery charge I paid. My total refund should be $172.69.
Sincerely,
[redacted]

[redacted]
I am rejecting this response because: i still have not received a refund of $100.00 promised to me by Bob's. Until I receive that refund I DO NOT ACCEPT the response.
Sincerely,
[redacted]

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...

Complaint: [redacted]
I am rejecting this response because:I purchased the warranty from you not guardian.  That company never came out last week I am supposed to get it cleaned this week after the time frame they gave me of 10 days. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I called the number I was given by the Bobs store where my purchase was made. Again this has been going on since May and the ONLY response I receive is after filing a claim here. After your response Esmeralda emailed to say my claim was approved Oct 12th I should be receiving a check soon (initially I was told the whole process from this point took 10 days but Geri would push for a rush) it is now November 5th and nothing. Almost 6 months later. This whole process is really making me irrate and Im really getting tired of the run around! I am disatisfied with the customer service Im receiving thus far.
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are very sorry for any confusion.  The customer was set up for an exchange on 2.12.18 and the paperwork has been waiting for the customer to call back and schedule the exchange to be completed.   We ask the customer to call customer care or the store at their...

earliest convenience to schedule the exchange. 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 hope that 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:I DID NOT SEE ANY OTHER RESPONSE FROM BOBS BUT I AM STILL REJECTING THE LAST RESPONSE FROM THEM BEING SO IGNORANT I DO NOT WANNA KEEP REPEATING MYSELF BECAUSE ALL IT IS GOING BACK AND FORTH I SAID THIS AND THEY SAY THAT... WELL ALL I AM GOING TO SAY IS WHEN THE DELIVERY PEOPLE CAME TO DROP OFF AND PICK UP THE SOFA/BED COUCH THEY HAD TO CALL TO GET APPROVAL NOT TO TAKE BACK THE MATTRESS AND HE GOT THE APPROVAL SO WE I DONT UNDERSTAND WHY WE ARE GOING BACK AND FORTH. PLEASE SEE THAT THIS IS RESOLVED ASAP THANK YOU
Sincerely,
[redacted]

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with us. The customer has filed a dispute with their credit card company.  That dispute is currently being handled.  The bed is no longer in the customer’s...

possession and the money has been refunded.  We are not able to offer any other information on this dispute.    Kindest Regards,                                         ...⇄ Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

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 filed a dispute with their
credit card company.  That is the reason
the pickup was...

canceled.  When a dispute
is filed, the details must be worked out before we can continue.  My colleague Rowan has reached out to the customer
twice to reach an agreement to allow for the removal of the merchandise.  Rowan called the phone number on file on
10.10.16 at 7:17pm which would have enabled the scheduled pick up to continue
and 10.15.16 at 9:37am to work out an agreement and reschedule the pickup. 
With the open dispute the customer must reach out to
Rowan directly to provide required information and schedule the pickup for
refund.
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response becausPhotos do not reflect spring decompression,uncomfortable seating due to sagging springs nor do they reflect Bobs technicians report of sagging
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We are sorry that this customer feels she
can not accept this offer.  As my final
offer to try to make this right for the customer I will offer a courtesy part
order for 5 knobs, so that the customer may have 2 spares.  We will still offer the 20% concession to
keep the pieces this would be ($209.60). 
The only damage that I could find for the dresser was a photo review
that it was determined that there is a non-manufacturing stain, believed to be
a spill.  As this is not a manufacturing
defect, we would not be able to extend an offer to fix this. 
Kindest Regards,
                                        ...⇄ /> Tracy S[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 do no longer want to continue the relationship...

with
Bob’s.  We are sorry that we have failed
so many times.  
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. While it is not normal procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our normal compensation guidelines and policies.  There is no reported offer for picking up the
merchandise for a refund.   If this offer
has been made to the customer can they advise us as to who made this offer, or
when the offer was made? All of our calls are recorded, so if we can verify
this offer we will stand behind it.  We
do see a pending exchange in the system. 
The notes indicate that the store has reached out to this customer several
times to discuss options and compensation. 
 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Afternoon Revdex.com-
We are very sorry that we were not able to replace the
mattress with the exact same one.  We
have set the customer up for a reselection to a different mattress.  We hope that they will be able to find one
they will love.  We can certainly offer...

compensation
for the delivery failures.  We would be
able to offer that compensation once the exchange has been completed.  All compensation is offered as a Bob’s Gift
Card. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture