Blue Ridge Travel

Good Afternoon Revdex.com,
We are very sorry that we have lost your trust.  The answer was not meant to cause you more
upset.   Offering the explanation as the
reason for the error and the delay was not meant to justify our error, it was
completely our error.  The delay in the
refund was caused by a human error that no one spotted. 
This complaint did not contain with it a request to cancel
and refund the [redacted].  I am not able to cancel and refund back from
the order placed with A[redacted] The
customer signed a contract with Acceptnow and Bob’s as a third party can not
alter or change that contract.
I can offer to cancel and refund the [redacted] plan from
the living room tables.  I would also be
willing in an effort to try to make this right for the customer, refund the delivery
fee from that sale.  I will refund the
$59.99 delivery fee.  If this customer is
sure that they want to cancel the [redacted] and keep the tables with no
protection plan and a one year manufacturing warranty, I will cancel the plan
and refund the $69.99 fee. 
If this customer would like to cancel the [redacted] please
reply to the Revdex.com mediation site to proceed with the refund of the delivery fee
and the GPP, I will set up the paperwork and email the customer directly to
advise they can then reach out to the store with [redacted] to process the
refund.
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- We are sincerely sorry for the issues that this customer has endured.  The order is sitting waiting to be scheduled for exchange.  We can certainly offer to have the new merchandise inspected to prevent further failures.  We do offer compensation for Bob’s...

failures with delivery.  We would not be able to make any offer or confirm any amount until the delivery has been completed.  We only offer compensation once, so we must wait until the pieces are in the home and the customer is satisfied before making any offer.  We must be able to look at the entire order history to base a fair offer on.   Once the reselection has been completed, the customer can reach out for an account review. Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com-
We are very sorry for the miscommunication on the original
order.  The [redacted] Upholstered headboard
is not sold separately.  We are very
sorry if this customer was lead to believe that was available for
purchase.  It is not compatible with a
metal...

bedframe, so it is not available to purchase separately. 
We have already picked up the merchandise in the home.  We are very sorry that this was such a
frustrating experience for this customer. 
 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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...

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 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 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

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,
Please apologize to our customer
for any confusion that may have been initiated at our store regarding the
explanation of this fee. As the retailer
it is our responsibility to properly explain this fee and the fact that it is
not controlled by us (the retailer).
As...

of May 1, 2015
CT state law requires that every retailer collect a $9 recycling fee for every
mattress and/or foundation sold. This fee, paid by the customer when bedding is
sold, is passed on to the state, thus funding the state’s mattress recycling
program. As we are not in control of charging this fee we are unable to offer a
refund on the fee.
The Mattress Recycle Council – Is
a nonprofit organization formed by the mattress industry to operate
recycling programs in all states that enact mattress and box spring/foundation
recycling laws.
·        
CT state mattress recycling program is similar to the recycling
programs that a number of states have for other products like oil, paint,
tires, carpet and batteries.
·        
Every year, at least 20 MILLION used mattress and box
springs are dumped.
·        
That’s an average of about 50,000 EVERY DAY!
·        
More than 90 percent of a mattress can be recycled
·        
Recycling will conserve new resources by making used steel, foam
and other materials available for use in new products
·        
Reduces reliance on incinerators and landfills by diverting
mattresses from the waste stream
·        
Reduces the number of illegally dumped mattresses
·        
Creates recycling jobs
The customer can
also visit [redacted]
for more information on this program.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com,
Please pass on our apologies to [redacted] for the inconvenience
the delivery team’s negligence has caused and may continue to cause to her and
her family. We assure [redacted] that his property claim has been correctly filed
with the third party trucking company involved and we...

will ensure the obvious
coaching concerns presented are addressed accordingly.
As [redacted]’s property claim is being handled by the trucking company
that caused the damages, [redacted] can expect follow up from that third party and
not Bobs Discount Furniture directly. Per our contractual agreements with this
trucking company they are owed a fair chance to process resolution on their
claim prior to Bobs Discount Furniture asserting ourselves into a situation
where it is most likely unnecessary.
I have sent a message on [redacted]’s behalf to our Delivery Managers
and the trucking company involved in this claim to please contact him as soon
as possible.
I have also provided the most updated telephone number I have for
this trucking company as Bobs Discount Furniture is not permitted to address or
handle claims that originate from a third party company.
For [redacted]’s
records the claim number associated with the property damage is: [redacted]
[redacted] Company ###-###-####
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are sincerely sorry that there was a delay in the service being completed.  We reviewed the tech report and have set up a service appointment for the customer.  The customer can call at their earliest convenience to schedule service # [redacted].  We ask the...

customer to respond once the service is completed to advise if all concerns have been rectified.    Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because: ottoman was not delivered on 3/19/16 
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]

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

[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]

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]

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- 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

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 but I do have a few questions.  Once I have taken the photos, where do I send them?  Do I upload them to the Revdex.com?  Also, how long do I have to wait to find out the results?
Sincerely,
[redacted]

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]