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

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

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 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]

Good Morning Revdex.com,
We are very sorry that the customer does not find our offer to be
satisfactory.  It is the only offer that
we are able to make.  The warranty is
very clear; we will repair or replace any piece under warranty that is found to
have manufacturing defects.  We are
giving this customer her purchase price on the sofa and chairs that have been
found to have manufacturing defects. 
Replacing those pieces does fulfill the warranty contract.  The credit on the loveseat is offered as a
courtesy, the customer can keep the loveseat in the home if they don’t feel
that the credit we offered is sufficient for a piece that they have been using
for two and a half years.   We can amend
the credit that was created to remove the loveseat.
The ECard that I offered this customer can be used towards the new
purchase and was offered as a courtesy. 
That is the only aspect that I can alter.  I will in an extreme courtesy for this
customer extend an offer for an ECard in the amount of $150.  As this is the final offer for compensation I
will submit this paperwork now, so that when you are ready to reselect the
credit will be available, it does take three to five days to process. 
 Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care 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]

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]

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

Good Afternoon Revdex.com- We are very sorry the customer is frustrated.  We are not deflecting accountability.  We are assigning accountability.  The delivery company is responsible for the damage and is responsible for the resolution.   Bob’s is responsible for any manufacturing concerns with the merchandise.  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 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]

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]

Good Morning Revdex.com, We are sincerely sorry that this customer is not completely satisfied with the merchandise that they purchased from Bob’s.  I see the purchase was made in September 2017.  At the time the sale was created the customer reviewed our return policy; it is located on every...

sales order, reviewed and signed at time of purchase.  We are not able to offer return or reselection for preference.  Once merchandise is delivered into the home and the customer has signed accepting it, it becomes the customer’s property and we are not able to offer any credit towards new merchandise.  We had the technician to the home in October 2017.  The tech inspected the sofa and found that it was normal, no defects or concerns.  This sofa is designed this way.  The slightly inclined head does not hinder the use of the sleeper.  It is designed to be this way; it enables the sofa seats to sit flat when closed.  We are very sorry, we do not offer returns or reselections based on a customer’s preference.    Kindest Regards, Tracy S[redacted] Bobs Discount Furniture, Corporate Customer Care Liaison   Tell us why here...

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

Complaint: [redacted]
I am rejecting this response because:  I am bringing the table back this weekend and need to keep this open until I return it in case they give me a hard time.  I had to get a truck to transfer it safely back to the store.  Also, the description is not accurate.  The description says there is a leaf that goes in the table.  It does not ... the table is actually a solid top table and does not open.  There isn't anything about this set that works for us.  It is misrepresented.  I would respectfully request to keep this open until I return the table and get a full refund as promised.  Thank you!This is a quote from the Description:Have a ball with my Blake Bar 5 Piece Set! Classic, transitional style with top quality & solid construction! In your choice of spice & white, cherry & black, or espresso, you're sure to satisfy your needs with this beautiful and natural product!Not to mention, the dining table includes an 18" leaf so you can expand the party! The bar height table goes from 42" to 60" in a flash! Complete with 4 dining chairs, you'll sit comfortably AND in style! It's the definition of value at only $399!Set includes dining table with 18" leaf & 4 dining chairsDining Table: 42" x 42" x 3 1/3"Dining Chair: 17"5/7 x 20"5/8 x 46"Colors Available: - Spice & White - Cherry & Black- Espresso
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.
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 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.
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.
At this time we see there is a
one-time courtesy reselection for the mattresses pending.   We can
offer compensation in the form of store credit now, if the customer is looking
to upgrade to more expensive mattresses or we can offer to compensate once the
mattress have been delivered.
If this customer chooses to wait to be
compensated after delivery is completed, we will offer this customer a refund
of the delivery fee ($229.99) as a final form of our apology. Please advise if
the customer accepts this generous offer of compensation.   I will then create the necessary
paperwork. 
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

Good Afternoon Revdex.com- We are very sorry that this customer remains dissatisfied.  The technician is not an employee of Bob’s.  We have a contract with a service company; the tech is a contractor for that company.  He does not have any reason to give false reports.  He reported the damage was not a manufacturing defect.  This level of damage did not just occur over time.  Someone had to land on that front rail with a lot of force or a lot of weight to cause that level of damage.  Bob’s is only responsible for damage that is the result of a manufacturing defect.  We are very sorry we are not able to offer any resolution.  Sincerely, [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com-
This customer signed a document at time of pickup stating
the pieces were accepted without damages. 
The customer did not report any damages to us until the pieces had been
transported over 1300 miles.   The
damages reported are:
1.“Number 5 Walnut Table Top” one of the
table leaves is chipped. 2.“Number 5 Walnut Server” the bottom left cabinet
door is scratched. 3.“Number 5 Curio” the front glass piece is heavily
scratched.
These are not manufacturing defects.   There is no possible way to tell what point
of the journey the pieces were damaged. 
If our team had made the delivery and assembled the merchandise then
Bob’s would accept complete responsibility for the reported damages.   Bob’s did not transport the merchandise 1300
miles and Bob’s did not assemble the merchandise. 
We certainly hope that this customer can
accept one of the resolutions that were offered by our colleague Rowan.  As only the server door is available as a
part, we can offer to replace the door on the server if the customer will accept
alternate resolution on the other 2 pieces.
 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture