Blue Ridge Travel

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,
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 Morning [redacted],
I am very sorry to hear you
have located pests in your product.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The bedding that you
purchased was a new product that...

was wrapped from the manufacturer, if the
delivery team unwrapped it prior to it being brought in your home it was most
likely done within moments of the item entering your residence for ease of
delivery. I can imagine that this ordeal has not been easy on you, but the
facts are that the source of bed bugs are from somewhere other than new
furnishings. These pests commonly require a human source to survive and they
move around by hitch-hiking on people and their belongings.
Unfortunately, bed bugs have
become widespread throughout the United States over the past several years due
to both a combination of global travel and the absence of effective chemical
treatments to deal with them. Please be aware that the presence of bedbugs does
not reflect on the cleanliness or otherwise of their environment – they can
survive and thrive wherever people reside, and they are most active at night
when they feed.     
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.  
Kindest Regards,
Stephanie G.
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.
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

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]

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with us.  Any delivery failure is unfortunate but when
the failure affects children it is especially hard.  It does appear that this was...

a
misunderstanding on the part of the sales associate.  Due to that error the order has been approved
for pickup for refund. 
I see that this customer has spoken with my colleague
and it appears the customer has been scheduled for the merchandise to be picked
up from the home on 11.3.16.  Once the
pickup is completed we will be reaching out to accounting asking the refund be
released to the credit card.   
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,
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

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 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 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]

Good Afternoon Revdex.com-
Bob’s offers the absolute best value available at
our price point.  We also offer the
customer our service guarantee.  If a
customer reports any issues that may be manufacturing in nature during the
warranty period, we will send one of our factory trained...

technicians free of
charge.  The technician will report to us
the nature of the issue.  If it is an
issue that the tech can correct on the spot, they will.  If the issue is manufacturing in nature and
requires parts, we will order the parts and have a tech install those
parts.  If the issue is manufacturing in
nature and parts and service will not correct the issue, we will then offer a
one time replacement.  This statement is
reviewed at time of purchase; it is on every customer’s sales order, signed by
the customer at time of purchase.  It is
one of the best warranties in the furniture business and Bob’s stands behind
this 100%. 
 
We
were able to see from photos that there is a cosmetic manufacturing
defect.  The customer was able to reselect to a new
set.  This is scheduled for delivery
1.18.18.  We hope the customer will happy
with the new pieces for many years.
 
SERVICE
POLICY
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickup. Our mattresses and motion furniture may carry
additional factory guarantees. You must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians to inspect the item
and service it to factory standards at no cost to you. If the Service
Technician determines that the factory defect is not serviceable, we will
replace the affected item, one time. If the item is no longer available, you
may reselect to other merchandise. In the event of a reselection we will charge
or credit you for any price difference between the original and the re-selected
item. Merchandise purchased from our “Outlet” or Clearance Centers that is not
brand new/factory fresh is excluded from these factory defect guarantees.
Normal wear and tear or customer-caused problems are also excluded. Service can
only be provided within our serviceable area to the original purchaser as
stated on your sales receipt.
 
Call
Bob's at ###-###-#### to report factory defects to your Merchandise.
Our Customer Care Department is available 6:30 AM to 8:00 PM Monday through
Saturday and 10:30 AM to 7:00 PM Sunday.
 
Kindest Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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: photo attached less than two years of ownership....
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.
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

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 Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us. [redacted] ([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.
Revdex.com: Please
note and take into consideration:
The
customer’s account shows that the delivery of the chairs took place on 02/15/2011
and the customer agreed to purchase a part for repair from the vendor directly on
05/18/2015. As the remaining coverage available on the item was explained at
that time (almost five months ago) and the customer completed the transaction
of paying separately for the replacement part I cannot determine how it would
be at all appropriate for the terms of the purchased protection plan to be
called into question now (nearly five months later).
The
current concern of “discoloration” is not covered by Goof Proof (unless there
is an accidental occurrence that caused it), nor Bobs, given the amount of time
the merchandise has been in the home.
Was there
a particular incident that caused the discoloration?
Is the
entire item discolored?
Can the
customer submit photos of the chair?
When did
the discoloration begin/occur?
Bob's Discount Furniture prides itself on standing behind the merchandise we
sell, in the event of a defect- however, to remain fair to all of our customers
there are some scenarios where recourse is not an option. The customer’s answer
to the above questions will help to determine, what recourse, if any we may be
able to offer.
 
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
 
I am rejecting this response because:
if Bob's had to cancel an appointment due to weather, it should not be up to me to reschedule. Bob's should have called me to reschedule as they were the ones who cancelled. so I should take time out of my busy day to spend an hour on hold waiting to schedule an appointment that they had cancelled in the first place? Secondly, what does it matter how much time was between the first appointment and the second? The frame was still as much broken beyond repair at that time as it is now. if your warranty states that, and I quote, "A defect is a failure in these materials or workmanship during the guarantee period. Examples include, but are not limited to: Splitting or cracking of solid wood, separation of seams in upholstery, and failure of reclining mechanisms – including motors." than why are you not covering the "splitting or cracking of solid wood" on my furniture? We are two people. this furniture broke at the frame by not even using it to its full capacity within the time frame of not even two years. clearly this furniture was not made with quality materials. 
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 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

Good
Morning Revdex.com,
 
Please
pass on our apologies for the disappointment our customer is experiencing with
the bed that they purchased. I assure our customer that the bed delivered and
assembled was the exact replica of the model displayed and assembled within our
showroom on...

date of purchase.
 
Although
our technician confirmed on 9.08.2015 that the concern present did not stem
from any manufacturing concern within the merchandise and the customer is
outside of the warranty period we disclosed at time of purchase we have
provided a courtesy offer for resolution below.
               
                Please
note we do sell additional support systems at cost for consumers whose
preference needs require more support under the bed then what the manufacturer
views as normal and adequate. We also sell a number of headboards that can be
hooked to a metal frame should this option make a consumer feel more secure
with overall stability.
 
As a one time courtesy we
can offer to provide a store credit based on the amount paid to us for the BED
only (BED = Headboard, footboard, railings per sales invoice). With this store
credit the customer is able to re visit any of our showrooms and select a
different bed that may suit their needs better.
As an additional courtesy
we will offer to cover the cost of delivering the new merchandise selected and
we will expect to remove the current bed from the customer’s home when the new
bed is delivered.
Please ask that our
customer respond to us via the Revdex.com to make us aware of their acceptance of this
resolution offer. Once accepted we will create the credit and have our retail
location reach out to our customer to make them aware of the credit being
activated.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison

Good Afternoon Revdex.com- We are very sorry for any confusion or delay on this purchase.  We are confused however by the timing on this complaint.  The credit application was approved and the delivery was completed without issue on 6.22.17.  We hope that the customer will be very happy...

with their bedding purchase for many years to come.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...