Blue Ridge Travel

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 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 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

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

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,
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

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

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 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...

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

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...

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]

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.

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]

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...

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...

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]

Complaint: [redacted]
I am rejecting this response because:While I understand that acquiring the parts required to repair my damaged chair, is not immediate, I cannot understand a 114 day timeframe.This is my second claim on this chair since it was purchased on 2/14/2016 which is concerning since This chair has been handled with care and not mistreated in anyway. I have already been awaiting the parts required to repair this chair a second time since my second claim was submitted in April and now have to wait until the middle of June to receive the part only to then have to wait for a technician to repair the chair once the part is received. As a result this is unacceptable. Perhaps the parts needed to repair my chair can be taken from a properly functioning chair. Or the chair can be replaced in its entirely in the hopes that the chair I have is just a lemon and not representation of the quality of your products.I hope you can understand why your response is unsatisfactory and I am hopeful that you will provide me with a solution that will not diminish the faith I had in your brand when I originally purchased the chair.
Sincerely,
[redacted]

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]