Blue Ridge Travel

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

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 9.15.16 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 customer called [redacted] on 1.22.18 and reported the chaise was scratched and scuffed from use.  The customer called [redacted] on 1.27.18 and reported their child had stabbed about 50 holes in the chaise with a protractor.  Neither of these claims would be covered through [redacted] as neither is an accident.  The tech that was in the home stated there were several pets in residence.  This damage is consistent with damage from pet nails and is not covered under the plan.  Kindest Regards, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because:I paid a special fee for Breakfast with Bob's a delivery time of 6:30-10:00.I paid extra for this so that I could go to work and NOT lose a days pay.Bob's delivered at 4:14PM and I lost a days pay of $400. I needed to callBOBS 6 times 2 x to the store to get an answer during the day. Not once did BOB call me proactively, they only returned my call with ....After their program showed "delivered" did I call them. The first response to me when I called customer service was NO it SHOWS delivered.Then Oh let me call you back. Oh it will be there before 11:00 I called at 11:15 You should receive it before noon. I called at 12:20 Truck broke down. We will call you with in the hour. At 1:30 ( and now losing a full days pay) I called the store spoke to the lady store manager, "She would get back to me".   She called back and said that the truck broke down and they are trying to get another truck.I called again 3:05 asking CS when I would get a delivery. They said with in an hour. At 4:14 the truck pulled up.As for the excuse of the product was delivered and there fore no refund. I say FAULTY ADVERTISING. I say POOR/TERRIBLE Customer Service as to not even calling the customers proactively. On the truck the drivers said there were another three deliveries. Did anyone at BOBs call to let anyone KNOW? It would take maybe four phone calls to the customer. Saying....As for the delivery fee. THE lady store manager at [redacted], ** said that she would credit the delivery because they did not deliver on time. Now I am hearing that they will not at least credit to my credit card the delivery fee.So for me to be a Bob's customer, Along with a pay check of $400, plus delivery fee, PLUS a BIG change in Customer Service. Plus a phone for the delivery truck to call ahead to the next customer so they know their product is on the way. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: My parts still have not been received, I was told I would receive it I May. It is now June 3rd and I still do not have the initial part that was "ordered." I had another repair tech come out 5/27 and stated he would have to order more glides and I would get a call re: shipment. It has been 1 week and I have not received a call about the shipment of the parts.Who is responsible for getting things completed for customers. I have made multiple calls and I cannot get resolution to any of my complaints.
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are very sorry for the delay in having this rectified.  We have reached out to the customer directly with our offer of resolution.  We hope that the customer will be posting back their acceptance of our offer.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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]

Good Morning Revdex.com,
Our records show that this original chair ‘Power lift chair’ was
delivered to the customer with no concerns on 11/06/2015, on that same day the
customer’s daughter called us and indicated that her mother did not like the
chair because it was uncomfortable for her.
At...

that point we made an exception to our return policy for the customer
by agreeing to take back a chair that was selected by the customer and
delivered with no defects. Please know that our business cannot re sell this
chair as new product and took a massive loss to initially accommodate this
individual’s preference concerns.
On 11.10.2015 the account indicates that we delivered the newly
selected recliner chosen by the customer with (again) no defect concerns.
Should the customer wish to disclose what the concern with “poor
quality” is on the second chair we are happy to and confident that we can
resolve any product failure within the guidelines of our ‘Service Policy’ as
outlined on the customer’s sales receipt. Furthermore as listed on the sales receipt
that all customers commonly sign at the time of purchase our refund policy has
been properly adhered to in reference to this claim:
As stated:
You may
request a full refund on orders for stocked merchandise at any time up until
the time we deliver the merchandise to you or until you pick it up.
As an extreme
courtesy we are willing to make another exception for this customer and refund
the difference in the price between the first and second purchases. This refund
totals to: $173.81 and has been set up within the customer’s account. At this
time the customer only needs to contact their retail location (###-###-####- PRESS #1 on the telephone
keypad when you hear Bob’s voice) and provide this refund credit # 61491621 to have
their credit card inputted and the processing of the refund completed.
We are happy to adequately resolve any product
concerns that may be present with the second chair as soon as the customer communicates
to us what those concerns actually are. We have made several exceptions already
in an extreme effort to meet this individual’s demands and apologize that we
are unable to offer a refund on the newly delivered merchandise.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We absolutely agree that waiting that long would be
unacceptable.  We have shipped the part
already via US Mail.  We have written up
the installation service.  As soon as the
customer receives the part they can call in to schedule.  The service...

number is [redacted].  We are very sorry that the port has stopped working;
we expect the customer should receive it mid week as it has been shipped from
[redacted]. 
Sincerely,
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] I will no longer shop at Bobs.

Good Afternoon Revdex.com,
Please pass on our sincerest
apologies for the troubling experience our customer has endured while
anticipating the delivery of the sofas. We take full ownership and responsibility
for this concern and assure our customer that it was never our intention to fail
on...

fulfilling the order for the sofas.
At this time the customer’s account
reflects that the order has been canceled and a refund processed on 11.14.2015.
Our greatest loss is and will remain loosing our customer’s trust in our
business and while we understand that there is nothing that will make the
failure our customer experienced OK, we do want to offer our customer a token
of our apology.                              
The sales order that was purchased from our regularly stocked merchandise
(tables and rug) carried a delivery fee of $99.99 and we would be happy to
provide our customer with a gift card to Bobs Discount Furniture in this
amount. We understand the importance of earning our customer’s trust back and
proving to our customer that delivery failures are not part of the normal daily
operations that have helped us grow to be the 15th largest furniture
retailer in the U.S. Should the customer wish not to provide us with another
opportunity to deliver merchandise we can understand the reasons why in this
scenario and have several cash and carry items that can be taken from our
Showrooms or in store outlet locations as our free gift of apology with use of
the gift card.
We apologize again for our failure
in not being able to fully process the promised order and do hope our customer will
accept our deepest apologies and compensation offer.
Kindest Regards,
Stephanie A. G[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 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, and address provided here and find
no account.
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

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...

Good Afternoon Revdex.com-
We are very sorry for the miscommunication and delay this customer
has dealt with.  We are showing that
[redacted] has possession of the mechanism, it is on the truck today for
delivery.  Tracking number is [redacted].  Once the customer has received this...

we ask
the customer to call in to schedule an installation.  Thank you for bringing this concern to our
attention. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. [redacted] is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount...

of
approved claims through this third party company. Our customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carries.
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusions. As the manager of the plan, [redacted] is
responsible for sending the consumer the plan documents. Should the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for review. Had we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any request. As it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that [redacted] is
continually sending these documents as many claims for coverage are routinely
approved.
In this consumer’s specific case I have
attached both the sales flyer (we provided at the time of sale) and the warranty
card ([redacted] provides) for your review. Customer can request Terms and Conditions from
[redacted] directly, if they have not received them.
We sent out technician to the home on May 5th,
2016.  The technician did report to us
that there is damage to the cushions and that the damage was not manufacturing
in nature.  Bob’s part of the [redacted]
warranty purchased covers the customer for manufacturing defects only.  He did report to us that casings were
unrepairable and needed to be ordered. 
This would be at the customer’s own expense.  There is no note from any agent that any
discount or courtesy part was ever offered. 
At this time we ask that the customer provide
photographic evidence via this Revdex.com channel of the damage. The report the customer gave [redacted] indicated damage from pet nails (not covered)
and the customer did not provide them with any indication of an accident occurring
causing the damage they reported. 
Regretfully if more, appropriate information is not presented from the
customer we will be unable to help further facilitate a dispute between our
company and the [redacted] company.
To move forward please advise the customer
that we require a minimum of four (4) pictures (in color) for each item that is
listed in the report to [redacted]. I have listed the requirements below to
ensure our request is specifically notated:
-Minimum 4 Photos of the Sofa set:
               
- 1 Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa, chair and otto
               
- 1 Picture that clearly shows the entire back surface (seats, outside backs)
of the sofa, chair and otto
- 1 Picture that clearly shows the damage
marks at close range
          -1 Picture that clearly shows the damage marks
at a distance
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer.
 Sincerely,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care 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 accept the 399.99 credit, plus no delivery charge and 49.99 goof proof credit.
Sincerely,
[redacted]

Good Afternoon Revdex.com,
I am bewildered by this rejection response.
In reference to the comment made regarding information
communicated by our agent I would most certainly like to address this coaching
concern and ask the customer to provide a date/time and/or name of the representative
that communicated these statements so further research (recordings) can be
followed thru on.
We haven’t made any offer to fix the table, I just checked again and
the customer has made no attempt to contact [redacted] to make a claim on the
damaged table top. The customer has been and still is fully communicating that
the heat marks are a result of damage caused in the home and as this is exactly
what the [redacted] company covers we again ask them to report this type of
concern thru the appropriate channel. The customer has made previous [redacted] claims for accidental damage so I believe them to be familiar with the claims
process for this type of concern.
In reference to the chairs once again we are not
denying assistance with these chairs, the customer has coverages thru a
protection plan available to them and we (as any business would) are offering
options for resolution under this protection plan. At this time we are still
seeking to view the pictures that the customer indicated they have to send in.
Please see the customer’s response from Monday,
October 5, 2015:
                “I can send in more pictures of
everything”.
This is the third time we are asking to review photos so we can
make a reasonable offer for resolution for the concerns with the chairs. The
customer is disputing the report given to us by our technician therefore we are
seeking the evidence necessary to move forward with processing this claim.
 If
the customer would like to look into the option of using up their one time
replacement (this means fulfilling the protection plan purchased) they may
submit photos of all the chairs to the Revdex.com so that we can review the overall
condition of the merchandise. We will respond with what option for replacement
is available after this review. It is acceptable for any retailer to expect
that the merchandise will be kept in overall good condition prior to the
initiation of a warranty claim.  
Thank You,
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.
We will honor the customer’s request for a refund of the delivery
fee ($229.99) as a final form of our apology.   This has no bearing or effect on the property
claim; this is strictly an accommodation for our delivery teams performance and
having to have a second delivery due to damages and our failure to follow up.
I have created the refund to post back to the [redacted]
account.  For security reasons I have not
attached a copy, but will email it directly to the customer at the email address
on this complaint.
I also had the depot reach out to the customer today to try to
rectify the home damage claim
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

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. I have looked under the name,...

phone number, email and address provided here and cannot locate a purchase of a sofa.   It may have purchased under another 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...

Complaint: [redacted]
I am rejecting this response because:I have dealt with Bob's before and they never replace anything. This is the second time.They are legally taking money from people and always find an excuse not to fix or replace the product. I will send you the picture to show how the wood that holds the cushsions has collaspsed and therfore can't hold a person. I have 4 pieces and the others have not broke. It seems to me that there was a problem with the one piece.
Sincerely,
[redacted]

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.
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.
We do see in our records, when the report of the missing piece was
called in, it was reported as the wrong piece. 
So in our efforts to get this delivered we were going off incorrect
information, and tried to deliver the wrong piece several times.  We are sincerely sorry that we wasted so much
of the customer’s time, and caused them inconvenience.   This was scheduled for 3/21/16 but the
customer has rescheduled the delivery. 
We certainly can offer to compensate this customer for the failed
delivery attempts.  We offer all
compensation as a Bob’s Gift Card.  Once
the final delivery is completed the customer can call into customer care or their
store to have the account reviewed for compensation. 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison