Blue Ridge Travel

Good Morning Revdex.com,
Please pass on our sincerest apologies to our customer and
assure them that we take full ownership for the failures that have occurred to
cause them so much frustration.
As we are willing to review this customer’s concern and
desired settlement at an escalated level...

I have personally made an effort to
contact this customer directly on the phone number provided to the Revdex.com.
I was only able to leave a voicemail this morning
(11.24.2015) and have provided the customer with my direct phone number for
further follow up on this concern (###-###-####).
I am looking forward to speaking with our customer directly
at their earliest convenience.
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.
Sincerely,
[redacted]

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

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]

I spoke to someone at Bob's today and they are going to replace the defective furniture, which is the end result I desired. Thank you. [redacted]

Complaint: [redacted]
I am rejecting this response because:
Thank you for getting back to me through the Revdex.com website to attempt to resolve my complaint. The response that I received through this website was much more accommodating than the response I received from the company directly, funny enough.  I would like to be refunded for the cost of the extra protection on the sofa, but do not find the gift card for the bed to be acceptable, as I do not plan on ever shopping at your store in the future. I appreciate the compensation but would prefer it in another form. 
Sincerely,
[redacted]

Good Morning Ms.  [redacted], Thank you for choosing Bob's Discount Furniture. I apologize for the errors processing the required Certificate of Insurance and the inconvenience we have caused. You are absolutely correct that the "COI" is a very simple to fill out, when we are...

given the correct processing information. I have shared your experience with members of our management team for our routing and delivery departments.Our records indicate that you are currently scheduled for delivery on Saturday, May 23rd. The Certificate of Insurance is listed as;[redacted], - as the Certificate holder[redacted]        AND[redacted]                       *as the additional insured party*I tried to call you this morning to confirm the information is correct but there was no answer.Your business is appreciated. Upon completion of delivery, customer care may discuss compensation.Thanks,[redacted]

Good Afternoon [redacted]
I tried to reach you today to discuss.  Please feel free to reach out to me tomorrow
or you can email with the issues you would like us to take into consideration
or the best number to reach you during the day.  [redacted]
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. A representative from Bob's Corporate offices reached out to me the next day. She arranged for replacement of slats on Thursday August 5th and a delivery of new side rails on Friday August 5th. The gentlemen that came to install the Side rails were very courteous and went above an beyond the call of duty to make sure I was content. My complaint has been satisfied swiftly and to my complete satisfaction.
Sincerely,
[redacted]

Dear Revdex.com,
We are very sorry if there was a miscommunication between the customer and the
driver.  It appears the customer did not
see the merchandise from the first delivery. 
I can say with certainty we would not have offered a
refund on pieces in the home for years. 
We may have offered the friend a reselection and they relayed to this
customer as a refund. 
This customer is absolutely entitled to a reselection;
this has already been set up and is active now. 
 We would not be able to offer a refund.
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry for the issues that have caused this customer
frustration.  We have sent to the company
that stores our calls to have the call in question pulled for review.  Once we have been able to review this call to
confirm if the customer was offered...

compensation as a refund, which is directly
against our policy, we will advise. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry for the multiple concerns in this complaint.  We have reached out to the delivery company and requested they make contact with the customer to begin the claim process.  We also advised them that the customer had other concerns with the team, beyond...

the dirty carpets.  We have had the assembly completed and offered the customer compensation for the poor experience.   While we understand the customer was seeking a  more substantial compensation, we did go far outside of policy in the compensation being done as a refund instead of a store credit.  We are sincerely sorry for the very frustrating experience the customer has had.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Morning Revdex.com,
We remain very sorry for any quality control concern
this item may be experiencing and have taken full responsibility for this
concern and our failures; while continuing to arrange proactive resolutions for
this customer.
The act of compensating a customer is separate from
the act of resolving a concern with product.
I stand behind the fact that our sales professionals
gain commissions directly off the protection plan we sell therefore there was
some type of reason (most likely the one the sale person listed in comments
that was previously posted) given to our business during the time of sale to
convey that this plan would not be beneficial to this customer.
The customer’s account shows a pending part order for
two hinges and two metal extension glides. Once these parts are received by the
customer we can schedule a professional service technician (and most likely on
a date that the customer communicates they prefer to us) to install these parts
and correct the concerns with this chest. Service technicians arrive for
service between an estimated two hour window (instead of an estimated four hour
window like delivery teams) which will offer less impact to the customer’s time
as well.
I have sent an escalated request to our Parts Department on our
customer’s behalf; alerting this department (the
parts department is the only internal group of Customer Care permitted to speak
with manufacturers and most are overseas shipping parts by container only which
may cause a delay just by being held up at sea or within United States Customs)
to inquire with the manufacturer if there is any way possible to get this
shipment sooner than what is currently anticipated. Regretfully most vendors
will not agree to air mail us parts and continue to ask us to wait for their
container shipment to come thru port.
We will try our very best to get this part sooner for the customer if possible
and appreciate their extreme patience with us. Should the customer prefer not
to wait for the parts we are able to offer another exchange attempt and as
indicated above I’m sure we can make a special request if necessary to inquire
with our Routing Department on what delivery day would work best for this
customer.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com,I spoke with Mrs. [redacted] on April 27, 2015 and agreed to refund half the cost of the...

part order ($50.00). There may be a discrepancy between the service report and her explanation of the damage to the remote. During that telephone conversation I explained to Mrs. [redacted] that the explanation and type of damage she is reporting would have resulted in a denied goof proof claim. Goof proof is designed to provide coverage against most common types of in home accidental damage and furthermore the remote for a power bed or recliner is not covered as it is considered a hardware or accessory item.Mrs. [redacted] has my direct number and is more than welcome to contact me directly, in the event she needs assistance in the future.Thanks[redacted]

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. 
This warranty 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 warranty is
through a third party company, [redacted]. 
[redacted] covers the merchandise for accidental damages.  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. 
We are very sorry that the customer
does not agree with our technician’s report. 
If the customer believes that the issues with the seats are a
manufacturing defect, we welcome the customer submitting photos through the Revdex.com
mediation site.  Please submit at least
two color photos, one from a distance and one close up of the seats that you
believe to be defective.
[redacted] has not denied the claim on
the pet stain.  When I reached out to
them they said the claim is still being worked and they should have a offer of
resolution soon.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
I sincerely apologize for the inconvenience
this has caused our customer.  I was able
to see the notes from the delivery team that this mattress was heavily
soiled.  We do not encourage our teams to
pick up merchandise that is in that condition as we would...

not want to
contaminate the new merchandise that is on the truck.   I can imagine that no customer would want to
look at their brand new merchandise on the truck and see a soiled mattress
leaning against it.  We can also not
expect the teams to move or touch merchandise in this condition.
If the team was rude or did not conduct
themselves in a professional way in the home we are sincerely sorry for
that.  That is not the way we expect our
teams to act in a customer’s home.
I see we have set this customer up for a
courtesy reselection on the foundations. 
Once that delivery is completed and the customer is happy with
everything in the home, we can offer to have you call in and request an account
review.  We would be able to offer
compensation for the team’s behavior in the home.
Kind 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.
Sincerely,
[redacted]I WANT THE TABLES PICKED UP AND GET A FULL REFUND TO MY [redacted]

Good Afternoon Revdex.com-
We are very sorry.  I am not sure who the customer is referring
to.  I did not receive any message from
the customer.  The delivery was
completed.  I don’t show notes that the
customer has reported any further issues. 
When I read the customer post, the delivery had already been
completed.  They were given all of their options
at the store. 
 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their experience with us.
I see that this customer has already spoken with my
colleagues in the store and it appears the customer has chosen to schedule
another delivery...

instead of canceling for a refund.  We have called the customer to schedule the
delivery many times.  We had a delivery
scheduled with the customer on 1.10.17. 
The team was at the building during the estimated timeframe.  The door man was unable to locate the customer.  The team waited at the building for fifteen
minutes before moving on.  During that
time several calls were made trying to reach the customer. 
If the customer would like to cancel this order for a
refund she can do so anytime up until delivery. 
 
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in excellent mediation assistance are not
wasted.
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are sorry that this customer is not willing to
submit photos through the Revdex.com mediation service.  We do support our technician and work off the
reports that they submit.  The technician
deemed the damage in the home was not due to any manufacturing defects.  Without photos to contradict what the
technician has reported we would not be able to offer any recourse. 
The merchandise has a five year warranty against
manufacturing defects through Bob’s and a five year warranty against accidental
damages through [redacted].  There is no
warranty for misuse or damages incurred through wear.   The tech reported to us that the floor is
uneven causing the wood support to warp. 
Previously the technician had reported that too much weight in the
drawers was the issue on that visit, but was able to reattach the inside panel.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture