Blue Ridge Travel

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,
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- 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...

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-
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- 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...

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]

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.  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 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 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 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

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 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

Complaint: [redacted]
I am rejecting this response because: photo attached less than two years of ownership....
Sincerely,
[redacted]

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

Good Afternoon Revdex.com-
Thank you for the additional information.  I am very glad to know it is not from 2015.
I checked to see if we could get it to the customer sooner
if we offered delivery as a token of apology. 
The bench is out of stock in our warehouse, which is the cause of the
delay. 
We can certainly offer this customer a token of apology in
the form of a Bob’s store credit for the error with the bench and the delay in
replacing it.  This can only be offered
once the merchandise is correctly in the home. 
We want to review the account from start to finish before making the
offer, as we can only offer compensation one time.  The customer can reach out to customer care
once the new bench is in the home and request an account review for
compensation. 
Sincerely,
Tracy Sanborn
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because: If you take a picture you will not see the defect. One would have to sit on cushion in order to see it. Bob's cancelled the service technicians visit for 10/13/16 between the hours of 2:15-4:15pm. They also explained to my mother whom which the sofa and chair was a gift for Christmas of last year, that she would have to wait until February 2017 for anything to be done with the sofa. That was poor customer service, so I called to clarify what that meant. Customer service representative explained that materials are over seas and it could not be fixed until then. Unacceptable, to wait 4 months for a repair. While on phone I also mentioned the cushion on the chair had the same defect. But the representative did not want to hear that and stated that the call was placed for just sofa. I made it clear then that it was both the sofa and chair cushions that springs are felt.  As I am away on vacation and my mother is contacting me with the details. Assuming that if a technician had come to house to inspect sofa on 10/13/16 as scheduled, then my mom would have shown the chair as well. Both sofa and chair are made from same manufacturer, with the same materials, and defect. When I return from vacation on 10/20/16, I will submit photos, but you will not see the defect without sitting on the cushions. Again, a diversion in order to not hold to their [redacted] protection plan.
Sincerely,
[redacted]

Complaint[redacted]
I am rejecting this response because:  the prior response from the company indicated that the shipment was on its way and that I'd have it by the end of April.  It is now a month later and they are just now placing the order.  This is after I placed a call to the company and got a very rude response indicating that the order was placed and on its way, as well.  this issue is now ongoing for 8 months.  
Sincerely,
[redacted]

Good Afternoon Revdex.com- We are very sorry for the frustration the customer is obviously experiencing.  The refund has been released and the customer is set up for an exchange of the damaged pieces.  The customer can request an account review for compensation once everything in the home is...

up to standards.  We do have to wait until all exchanges or services are completed so that we can review the account from start to finish and offer compensation based on the Bob’s failures.  Compensation is offered as a Bob’s store credit. Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...