Blue Ridge Travel

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

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-
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

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

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

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]

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 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 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,
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

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 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...

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

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
nice graphic pamphlet is simply not proof that I was informed of that. I was verbally told by the sales rep whom name is on the sale that everything is covered. and now when I want to use it I am just getting the run around and then denied .

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, but left voicemails on both phone numbers.  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.   We are very sorry for the delay in having this rectified.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Day Revdex.com,
We are very sorry for the customer’s
frustration.  Our policy is clearly
posted on every sales order, reviewed and signed at the time of purchase.  Our policy is transparent in the steps we
will take to correct any manufacturing issues. 
We offer parts and service first, if parts and service can not correct
the issue or are unavailable, we offer exchange or reselection.  The customer has been set up for a
reselection.  We stand behind the offer
of reselection. 
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.
I will call in for an “account review for compensation” according to the company's recommendations.   "We absolutely feel that this customer is entitled to compensation for the delay in having this concern correctly rectified."
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. Regretfully I am unable to locate any account information that matches this consumer’s complaint within our internal records. The customer mentions this...

purchase was her mother’s so it is probably located under someone else’s name. 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,                                         ...⇄ Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

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