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 12.17.13 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 technician went to the home and found the issues were repairable.  The customer refused the repair, asking for the pieces to be returned instead.  The Goof Proof Plus plan does require that any manufacturing concerns that are repairable through parts and service are repaired.  We are only able to offer return on pieces that have a manufacturing defect that is not repairable through parts and service.  The customer has at this time, been set up for a return authorization for the sofa and loveseat that were deemed to be unrepairable and a new service on the loveseat that can be corrected through service.  Kindest Regards, 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]

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...

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...

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,
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

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]

Good Morning Revdex.com,
This customer’s account indicates that the merchandise with alleged
concern was removed from the home on 7.18.2015.
I have updated the commentary of order number [redacted] that
this customer has been approved for a refund after the pick up fully finalizes
in our...

system (since the merchandise was picked up on a Saturday the return
process does take a few business days to fully finalize into our MD warehouse).
We suggest the customer contact their retail location to have this refund
paperwork created and processed on Wednesday 7.22.2015.  
As we were not provided with a proper opportunity to inspect
this merchandise or verify the allegations listed here, we maintain that we are
working above and beyond policies set forth during the time of sale to please
this customer as an individual.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry.  We
are not able to offer assistance with an [redacted] contract.  This customer signed a contract with a
completely different company.  [redacted] can
provide a copy of this to the customer for review.  It will show that the customer initialed each
area showing it was reviewed with them. 
It will show that they signed this contract agreeing to the payments and
fees.  This contract is not available to
any Bob’s employee for review. 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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]

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

Complaint: [redacted]
I am rejecting this response because:  HOW COME THE BED BUGS WERE ONLY ON YOUR PRODUCT AND NOWHERE ELSE IN MY HOME THEN??? I have mattress's in my home for over 10 yrs and they tested negative for bed bugs. I have documentation from the exterminating company regarding this  . I understand how bed bugs work completely. I am a Registered Nurse with over 30 yrs experience in health care. I do not feel that I am asking for too much . I am not asking for any financial compensation, for the exterminating costs, or the financial costs of buying matress encasement bags for every bed in my home (we are a family of five). I simply want a new bed so I can sleep at night again, instead of sleeping on a  recliner. Also, if you look into my prior history I have spent quite a few thousand dollars on your products. I have many friends and family who have done the same.
Sincerely,
[redacted]

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 Morning [redacted],
I apologize that you are experiencing any concerns
with the furniture and I’d certainly like to help you move forward in any way I
can.
Can you please clarify why you feel your item(s) are
defective? Our technician reported to us on 8.05.2015 that there were...

no
defects present therefore nothing for us to repair as your demanding here. I
have included your initial report to us and our technician’s report below for
all parties to review:
Customer’s initial report:
Dresser OSB rsf (Outside
Back & Right Side Facing) top corner has a 1/2" chip in the wood
Above Comments Added By [redacted] On 07/29/2015 at
14:33.
Technician Notes from
service visit:
 
Per tech [redacted]; in 1130-1140
 
Dresser OSB (Outside Back) rsf (Right Side) top corner back panel-
1 extra screw hole.
Normal/good
 
2 nstands: top underside marble rough-
Tech: inspected
Normal/good
 
Tech calling from road- due to wait time -
Above Comments Added By [redacted] On 08/05/2015 at 12:29
 
Your nightstands have ‘Marble’ (stone) tops, however I
cannot see that causing you to receive a splinter, is there a new concern with the
nightstands that you haven’t reported to our Customer Care Office prior to opening
this Revdex.com mediation channel?
 
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.  We did leave a detailed message, we hope 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 Tell us why here...

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 purchase was made in August
2014.  At the time the sale was created
the customer was offered the options of purchasing [redacted]...

[redacted].  This would have extended the manufacturing
warranty from 1 year to 5 years.  This
customer did not accept this option.  The
merchandise delivered in August and September of 2014 came with a one year
warranty against manufacturing defects. 
That warranty expired over a year ago.
We offered the customer a courtesy service
to try to fix the issue.  That service
technician was able to add a screw in an effort to fix the issue.   We are very sorry that this was not a
permanent fix for the customer. 
We are also sorry for the miscommunication
on the rails.  We did have a vendor
recall for bunk bed rails.  I am sorry
that the agent confused the articles. 
We would not be able to offer to cover the
price of the rails as this is outside the warranty and the customer did not
purchase the [redacted] to cover the merchandise for an extended period.  We will offer as a courtesy a Bob’s Gift card
as a token of our apologies.  We are will
to offer this customer a $75 ECard, to be mailed to the email address on this
complaint, once the customer accepts this offer. 
Kindest Regards,
Tracy Sanborn
Bobs Discount Furniture,
Corporate Customer Care Liaison

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 very sorry for the delivery not being completed on the first attempt.  We are very sorry that the pieces arrived with some damages.  We are not able to inspect pieces before they are sent out for delivery.  With over 400 trucks on the road every day and...

over 5000 stops between them and anywhere from 10,000 to 20,000 pieces being successfully delivered every day it is not feasible to inspect every piece.  Our delivery success rate is over 96%.  Less than 4% of our deliveries have pieces sent back due to damages or require an additional service or exchange.  While we are very proud of these statistics, we understand that they mean very little to any of our customers that fall into that less than 4% category.  We are also very sorry that the customer had to wait a few days for the second delivery attempt.  We schedule each of our delivery teams for the maximum allowable hours every day.  This ensures our customers have less of a wait for their delivery to be completed.  Unfortunately, this also means that in a case such as this customer’s we have no trucks or teams available to go back and get different pieces, even if there was an exact duplicate of the customer’s order available.  We have reviewed the photos of the pieces that came back on the truck.  There appears to be cosmetic damage to a few pieces.  The pieces could have been accepted and used until replacements were sent to the customer.  This would have enabled the customer to have pieces in the home.  We can absolutely offer compensation for the failed deliveries.  We do see that the second attempt also came with a damages piece which is scheduled to be exchanged.  We do offer compensation based on our failures only.  In an effort to be fair and even across all demographics we do not offer compensation based on a customer’s rate of pay or lost time from work.  We do offer compensation as a Bob’s Discount Furniture store credit only.  Once the exchange is completed and the customer is happy with all pieces in the home, they can call into customer care and request an account review for compensation.  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 delivered on 4.17.14 and at the time of purchase, the customer purchased the option of [redacted]...

[redacted].  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 tech that was to the home 7.18.17 deemed the piece to be normal wear.  The set has been in the home being used, for over three years.  The piece is in poor condition, very stained.  The tech found no manufacturing defects.  We have reviewed the past services and the techs pictures and found his assessment to be accurate.  We are not able to offer any resolution on this merchandise.  We understand that this is not the answer that the customer is looking for.  We are only able to offer resolution on manufacturing defects.  Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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...