Blue Ridge Travel

Good Morning
Revdex.com,
I am so
sorry to learn of our customer’s poor experience with this purchase. I can only
imagine how frustrating this has been for our customer and completely
understand their position at this point.
As a retail
chain, and not a manufacturer, we have little control...

over the availability of
some product. As this is a shipment our inventory system clearly expected in
sooner there is always the chance that the overseas shipping container will
make it to our Distribution Center sooner than the anticipated date we have
right now. Please pass on our sincerest apologies that we haven’t been able to
deliver this purchase as advised to our customer and as we have disclosed the
merchandise will not be made available to us to deliver to the customer prior
to the 22nd of March.
We have
the current options available for recourse in relation to this customer’s
concern:
              
Either:
·        
To go into a store location and see if there
is a similar item available with stock on hand so there is no delay in delivery.
We will give the customer the store credit of what they paid plus 10% to use
towards a different item plus the credit of delivery charge.
·        
To wait for the item the customer initially
purchased with the understanding that the tentative stock date would be on or
about 3.22.16 and we will return 10% of Chadwick white loft bed purchase price
plus the delivery charge- after the delivery has been successfully completed to
the customer
·        
Or, a cancelation and full refund of the
customer’s order
 
Again I
do hope the customer can accept our most sincere apologies for what has
occurred; it was never our intention to communicate any delay in shipment or
disappoint our customer.
 
Kindest Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture

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

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]

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...

Good Afternoon Revdex.com,
I’m so sorry if my initial response read to
place blame on any one individual, certainly was never my intent. Regardless of
“who” sent the chest back, the inconvenience of this chest not being up to
showroom quality standards is what caused our customer inconvenience and what
we are apologizing for and seeking to make right.  Our responses to this concern, via Revdex.com and
directly within the recording(s) to our customer, have been filled with our initiative
to take ownership and responsibly for the customer’s concern.
As indicated previously we have a resolution
in place and look forward to being able to satisfy our customer fully this
weekend. Our customer is working directly with a member of our Customer Care
Management Team that we trust fully to handle this concern thru its completion.
 
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com,
Please pass on our apologies to [redacted].  I do absolutely see there was a
tremendous lack of communication on this account.  The store should have updated them that there
were pieces that were unavailable, giving them the option to wait...

or
reselect.  When the agent offered them
the delivery fee to be returned to them as compensation, they should have explained
to them that we needed them to call into either the store or customer care to
set up that refund, as we do not keep credit cards numbers on file, for
security reasons.  Lastly, when the
customer called in to check the status of the refund, it should have been immediately
clear that the paperwork was not created and that should have been
corrected.  I do see that this credit has
now posted to the customer’s account. To have the customer wait months for a
refund is not acceptable.  I have
submitted for the customer to be sent a gift card in the amount of $100 as an
apology for our poor communication and lack of regard for their time. 
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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 frustration this customer is
experiencing.  The refund was released by
Bob’s to the customer’s card company on 4.5.17. 
The [redacted] card can post to the customer’s account whenever they choose,
per their policy.  We normally...

tell
customer 5 to 7 business days.  Most
banks are able to process the refund faster then that, which is the outside
window.  We would rather not fail the
customer by giving false information to make the customer happy while on the
phone, then the refund takes the maximum time. 
There are credit card companies that process much quicker and ones that
require the maximum.  Once the monies
have been released we have no further control. 
The sale was processed because the merchandise is
available.  It is not in the warehouse
closest to the customer.  It would
require moving from another warehouse or waiting for replenishment to the
warehouse closest.  Either way, it would
be several weeks before delivery could be completed.  We are sorry that this was not made clear
before placing the order. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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 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...

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 Afternoon Revdex.com-
We are very sorry for any misunderstanding.  We spoke with the [redacted] supervisor
and they confirmed that this was a return they authorized, completely separate
from Bob’s.  They did remove the mattress
from the contract.  There would be no
refund, just a change in the billing on the contract.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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

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.  The customer has accepted our offer and will reply to the Revdex.com with their decision.  Thank you for bringing this to our attention.  ...

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 does not accept our
apology and explanation.  Our teams have
a tablet, they are tracked by a GPS chip in these tablets.  Our tablet reflects that they waited the
required amount of time.  We have in our
records that the delivery was successfully completed 7/5/16.  We hope that this customer is pleased with
the merchandise and the service they received yesterday.  Thank you for bringing these concerns to our
attention.
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com,
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the agreement that the customer is
referring to signifies that it belongs to the...

*** *** *** – not Bobs
Discount Furniture. Bobs representatives
did not at any time contact relatives regarding payments, we would have no
knowledge of the details of the contract fulfillment, as *** is not part of
Bobs.
I can confidently state that this type of agreement is commonly reviewed with
an Acceptance Now Representative and signed with an employee from that company
directly. We do not train our sales professionals or customer care agents on
the inner workings, terms, or conditions of this contract as it is a document
that our company is not authorized to manage, update, or change in any
way.
As for any issues with the
assembly, we did address all issues as they were presented to us.  It is Bob’s policy to ask for photos when a
customer is reporting any issues after the 3 day window. It is not reasonable to expect that if you
call a business with an issue after 1:00 pm for missing parts, that a company
will be able to have a technician with those parts to your home the same
day.  We do have this part in stock and
if the customer would like to provide an address, we would be happy to ship him
the correct hardware.
Kindest Regards,
Tracy S***
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.
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We agree to this customer’s request for compensation.  This is the only compensation we will be able
to offer on this order.  The paperwork
has been processed and you should see the refund in your [redacted] account in
two billing cycles. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because: 1) The delivery attempt today, 9/13/16, that should have resolved this was a failure and I must again wait for the correct piece to be delivered at a later date. This is the second time now, which has aggravated this issue. 2) This response does not contain a specific dollar value that would be issued as compensation.
Sincerely,
[redacted]