Blue Ridge Travel

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 Afternoon Revdex.com,
We absolutely made this phone call; I have double verified
the recording we have directly with the agent who made the outgoing call. Below
is the commentary from the account outlining the call made:
T/O DLAMotte
follow up with the
customer looking to find out why refund with processed back to card.  Accounting found issue, has been corrected,
funds released today
Above Comments Added By T[redacted] ( [redacted])
On 10/19/2015 at 12:32
Again we apologize to our customer for wait that has been
associated with this refund however the funds have been fully released from our
end at this time.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because: We did make the purchase just over five years ago. We also purchased, separately and above the price of the furniture, the Goof Proof insurance. This peeling was not due to an accident or event. The furniture is in two different parts of my house, neither is exposed to overexposure by sun light or to moisture. Peeling must be a known issue for the company to have created a department for such complaints, this five year rule should have been shared information. Had we known that the cut off was five years I would have contacted the company prior to this first contact. I am very disappointed in the response from such a large company. Our family's contact information is obviously in your system, along with the purchase date and type of furniture. I'm sure if I had received some type of notice that the company would honor a discount for future purchases I would have acted on it. If you were to accept photographs of the furniture, it is clear to see that this peeling did not occur in the last 4 months but has been happening for quite sometime. 
Sincerely,
[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

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- 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 Afternoon Revdex.com,
I
apologize that the customer is experiencing any disappointment with the terms
and conditions of their protection plan however I am unable to proceed further
without seeing the pictures that are referenced in this posting.
The
customer’s account shows...

that one of one of our Goof Proof Liaisons has already
responded to the customer’s concern directly (via email on 12.02.2015) advising
why we are unable to provide recourse to this request & providing a copy of
the [redacted] Terms and Conditions associated with the accidental protection. If
the customer would like to have the pictures reviewed another time (and within
this mediation channel) please ask them to submit the photos in reference within
their next response to us.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaisons

I excepted a partial refund because I was told that was all that would be offered to me. The company as a whole has not lived up to my expectations, and I'm extremely disappointed that they clearly have an issue  ( they have hundreds of complaints) and continue to peddle poor quality and claim manufacture defect..even though I only heard that excuse after I contacted Revdex.com. I cannot compete against a billion dollar company. I'm dropping the issue and accepting partial refund out of fear of getting nothing. I will never enter Bobs again.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,
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 already spoken with my
colleague and it appears the customer will be working closely with [redacted] to
rectify...

the situation and reach a satisfactory outcome. The paperwork for the gift card in the amount
of the delivery fee has already been submitted by [redacted].
 
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

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 already spoken with my colleague and it appears the customer worked closely with Heidi to rectify the situation and reach...

a satisfactory outcome.  An agreement was reached in regards to compensation and that has been processed.    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 Tell us why here...

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 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

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 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]

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 will no longer shop at Bobs.

Good Afternoon Revdex.com- We are very sorry that the customer is frustrated.  We do stand behind the plan and offer resolution through Bob’s on manufacturing defects and through [redacted] on damages reported to them per the policy, verified as damage resulting from a single accident.  We are glad that the customer was able to have a previous claim resolved and very sorry that the current damage does not qualify.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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]

Complaint: [redacted]
I am rejecting this response because: I didn't speak with a person name Rachel. Twice they sent damage furniture and they are very unhelpful! They don't care that my furniture was damage and they told me oh well its on you!
Sincerely,
[redacted]

Dear Revdex.com,
We are very sorry that the customer is not satisfied with our responses. We did
acknowledge the customer’s concern that the wrong mattress was sent.  We did apologize for that error.  Again, if the customer had told the agent
that they received the wrong mattress; the entire concern would have been
handled differently.  We have a policy in
place for receiving the wrong merchandise; we have a policy in place for
comfort concerns on a mattress.  The customer
called in that the mattress was uncomfortable, so the agent followed those
policy guidelines. 
We will not be covering the difference on the mattress.  The customer made a choice to upgrade to a
more expensive mattress.  We have
compensated the customer for the error of having the wrong mattress
delivered.  That is the only compensation
we will be offering. 
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry that the customer remains
dissatisfied.  We would need to have to account
information to research this further.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture