Blue Ridge Travel

Good Afternoon Revdex.com,
While I can personally identify with a consumer’s need
for an apology outside of making the concern right, we have worked at a higher
level to make those requests happen. Any compensation agreement is to be
discussed after the customer has been fully satisfied with the merchandise they
paid for and a form of apology is usually processed by gift card, for this
customer we initially offered a monetary refund amount. Working beyond a
structure that is set in place to keep things fair for all consumers is a retailer’s
way of applying empathy and accepting responsibility for a customers concern.
Normally we offer any type of additional apology in the form of a Bobs Discount
Furniture Gift Card because as a business 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. We also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amount. 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 pit
locations as our free gift of apology.
This customer was told on June 13 that they had reached
the maximum number of attempts for delivery. 
We offered them several options at that time to resolve the issue and
prevent more delivery attempts. This customer chose to have the same merchandise
attempted again.  We will not be able to
offer the kind of compensation this customer is asking for on the multiple
delivery attempts.  It was recognized at
that time that we were not going to be able to deliver a piece that would
satisfy them.  So alternate recourses
were offered. 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because: They are not mentioning anything about compensating me for those several days that I had to continuously be there because of their furniture aariving damaged. I feel that I should be given at least a $300 gift card because I make way more than that a dayat work, and. Excuse of their failure to  inspect their furniture prior to shipping it out to a customer it kept arriving broken making me lose my day is a worth of pay from my job to see this type of service from Bob's ? They did pick up the furniture I have not received a refund yet but I feel they need to compensate me because their furniture kept arriving damaged and I had to keep calling out of work to be there for their delivery service and yet to loose a days worth a pay and arrive damaged again. 
Sincerely,
[redacted]

Good Day Revdex.com,
Please pass on our sincerest apologies for
the inconvenience the damaged merchandise and multiple phone calls 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 their concerns have been resolved.
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. We have resolved the original concern
and delivered the customer the merchandise originally expected in good
condition. At this time any additional accommodation we feel adequate to offer
to the customer is a form of our apology and at our internal discretion.
While it is not normal procedure to so we
do recognize that we have failed our customer and we have already made an
exception in this case to work above our normal compensation guidelines and
policies. Normally we offer any additional apology amount in the form of a Bobs
Discount Furniture Gift Card and in this case we have already approved our
apology amount to the customer in the form of a refund.
We do not offer apology monetary amounts
based off of any one individual’s time and we are unable to offer a discount
off of factory fresh product that stands in the home in good condition.
Our records indicate that Courtney made an
appropriate offer in the amount of $50.00 as an additional form of apology on
8.08.2015. Due to the extreme disappointment our customer is expressing we will
upgrade our offer one final time to a
$75.00 refund to [redacted].
We again apologize to our customer and
while it is at their discretion to accept this additional courtesy from us we
do hope they can see the value in our offer.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because: there was no communication on the part of Bob furniture. No one called to let us know the furniture was not going to be delivered due to DOT regulations. this is my first time hearing of this. and when the funiture was originally delivered the driver expressed that there was no head board, foot board or rails... so what was the mattress supposed to go on the floor?? This is poor business practices if you cannot communication with your customer who is spending thousands of dollar to purchase furniture. further more we ordered the westbury living room set and due to lack of communication AGAIN we find out the the furniture will not be available until 12/22/2016 when the living room set was suppose to be delivered on 12/06/2016. assuming we should sit on the floor because we were already sleeping on the floor because we had no bed. Again no communication and poor business practice and no communication. No one from Bob furniture has contacted us in regards to all this. we have been the ones to call and had to rescheduke the furniture which I had to take a day off from work to do. what compensation does BOBs furniture plan on providing us with for all of the inconvience that has happened to us, when they are clearly at fault.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I have not been contacted my Bob's discount furniture to discuss compensation. The delivery was finally completed on Saturday 11/28/15 and not with out additional aggravation. The truck driver called almost an hour before the 4 hour window Bob's originally gave me and said they were a few minutes away. And of course this was despite my two requests (calls I made to customer service) that they call me with a 30 minute window upon arrival. I cannot believe they stated it is out of the ordinary for the delivery to be delayed for all this time. I did not request specific  Saturday delivery. Every day I requested, I was told that the trucks were already full. None of the customer service reps I spoke to (including a team lead and the sales person who sold me the furniture) attempted or cared enough to try to accommodate my needs or requests. The response from this retailer reinforces the fact that they are all liars. As for Compensation, the idea was vaguely mentioned in a previous call but no details were given and the delivery drivers certainly did not discuss this with me. I welcome a call from this retailer to discuss compensation. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and find that this resolution is satisfactory to me.
I will wait on the new cushions. Hopefully they will solve the problem of springs giving way. If not I reserve my rights to pursue my complaint. Its truly an inconvienence and the wait for the replacement cushions ( 4 months ) is unreasonable. I feel I should be compensated for something that is totally the fault of the company. After all Im without the total use of products for more than 4 months. Also my [redacted] waranty should be extended to cover the period of use of products. 
Sincerely,
[redacted]

Good Morning [redacted],
Thank you for being a Bobs Customer, we truly appreciate you and
your business and apologize that you are dissatisfied with your ‘[redacted]’
table.
The top of your table is not ‘Faux Marble’, we sell real stone
products at Bobs Discount Furniture and I have...

included our store signage that
we display in our dining area denoting this fact.
With this fact being acknowledged, public information is available
for the proper care of a marble product. This information is available to aide
all consumers in properly caring for their marble. I was able to easily find
this basic list of dos and don’ts via this link:
[redacted]
DO use
coasters under glasses, especially if they contain alcohol or citrus
juices.
DO use
trivets or mats under hot dishes or cookware.
DO use place
mats under china, ceramics, silver or other objects that may scratch your
stone’s surface.
DO place a
small rug or mat at entryways to trap dirt and sand from normal foot
traffic.
DO dust
countertops, islands, vanities and floors frequently.
DO blot up
spills immediately to minimize permanent damage to the stone.
DO clean
surfaces regularly with neutral cleaners designed for stone.
DON’T use
vinegar, bleach, ammonia, other general purpose cleaners, bathroom
cleaners or tub and tile cleaners.
DON’T use
abrasive cleaners such as dry cleansers or soft cleansers.
DON’T use
alkaline cleaners not specifically formulated for stone.
Given the information presented in your complaint it sounds
as though your table top is experiencing signs of in home damage related to its
environment and the use it has been receiving. The Goof Proof Plus Plan you
purchased is meant to protect you against a manufacturing
defect (which your report does not indicate) or an occurrence of covered one time accident. For example,
accidentally placing a hot plate or pan on your marble table once or putting down a glass without a
coaster once can be considered a
coverable occurrence. Multiple stains, spots, or accumulated damages on the
same table top is considered abuse or neglect of the product and the associated
responsibility of care you take on as the consumer using this stone product. I
have also attached a copy of your ‘Guardian’ Warranty Card that denotes an
accident is covered from one occurrence only (see top right).
At this time, based on your written report, we regretfully
have no recourse to offer you relating to this concern. As a retailer we are accountable
 to offer coverage under the protection
plan we sell and your claim does not fall into any of the terms and conditions
at this time.
To ensure that I am reading your complaint accurately I
would be willing to review the photos you have taken if you are able to send
them thru this Revdex.com mediation channel you felt necessary to open.
Once I review these photos with our Service Management Team
I will respond via the Revdex.com with what, if any, options we may have
available to aide you as a one time courtesy in this specific case.
Kindest Regards,
[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- The customer received a full refund on the delivery fee due to the issues with delivery of the bunkbed. Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Morning Revdex.com-
We are very sorry that there are outside
extenuating circumstances in this customer life, as this are not part of this
merchandise issue, we can not take them into account in our decision making
process.
If the merchandise had manufacturing defects, we
would be offering recourse.  The customer
called into us for the tech to come out for flattening/sinking cushions.  When he got to the home, he found extensive
customer caused damages.  The merchandise
has been treated roughly.  He found no
manufacturing defects.
We apologize to our customer that we are unable to
take responsibility for damages that are caused completely outside of our
control.
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry for the delay in processing.  The team did not note the pieces were picked up, the paperwork was submitted for only a partial pickup completed.  We have released the refund to [redacted] for $304.85. Sincerely, Tracy S[redacted] Corporate Liaison Bob’s...

Discount Furniture Tell us why here...

They weren't able to put the bed together once again.  One of the boxes had damaged product and the other box wasn't painted.  I'm upset that once again we have to work around their schedule.  They don't feel sorry at all since they already received their money.   They work on weekends and were in our area on Sunday yet couldn't make it for us.  We had to wait for the part to come in, then it was damaged, they refused to work around our schedule and came yesterday only to find things were damaged and unfinished again.  Obviously there is no quality control person.  Their thought if compensation is a gift card.  I don't want a gift card.  I want money taken off this purchase. A delivery fee discount will not be sufficient. They need to apply a substantial discount after the aggravation this company has put us through.  They are scheduled for Monday morning.  If it's not right. I'd like everything taken back so I can take my business elsewhere.  I wanted to do this before and was told from Bob's they do not take furniture back once its in a home even though the styrofoam was still on and the other things were still in boxes. This is why a gift card is not wanted.Sincerely[redacted]

Dear Ms. [redacted],Upon receipt of your complaint a representative from our Consumer Liaison team reviewed your account and attempted to contact you but received your voicemail. After thoroughly researching your account, the representative has processed the necessary paperwork to allow the...

even exchange of your bed. Please contact our customer care center for additional details.Thank you,[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] Good Morning Ms [redacted]I know what I said on the phone when finally with help from a salesman at the store I was able to talk with someone from customer care after over 3 weeks of trying ,not to mention the number of times I sought help at the store and where I was told every time to call the same phone number with no result.I was also told that the reason I got no answer was that customer care was very busy.I hope you have a recording of that.I never said anything about the quality . I also know what I signed and what the contract is.What I told your tech person was the following:1) part of the frame of  the sleeper is sharp and showed him the cut on my leg  and this is more important than whether there was a little dent or not.2)The recliners are too heavy for a person my age and with a back problem to move when I needed to vacuum or clean the carpet. It seems to me that you are suggesting that I should have lifted them at the store to check.I asked at the showroom and was told they are not.Had I been informed that they were heavy I would have chosen different recliners.I had informed the salesman that I live alone and have no one to help so practicality is very important to me as far as furniture is.3) Same goes for the marble tables.Your tech person tried lifting the table and admitted it was too heavy.Keep in mind that Michael or whatever his name is talked with the office using my cell phone and was sitting across the table from me.If he later changed his report ,that is a different story.Please don't claim that my complaint was regarding the hands or legs of the sleeper being short!!!! that is ridiculing me.To make a long story short,let me ask you this.Are you offering me an open store credit or are you requiring that I go pick replacements right away????[redacted]

First off the lack of a phone call from cooperate tells me just how important your customer satisfaction is to your company. Lack of talking with me gives you insufficient evidence of what I have actually been through. My first appointment was for a repair and then was cancelled because an employee at bobs did not imput the correct address and instead of going 15 min more up the road it was cancelled. Spoke with a manager she advised that I replace the whole trundle bed which would in fact use my one time replacement on the [redacted]. I said okay. Having a delivery rescheduled for the next week. When that delivery came it did not have minor imperfections it had major ones that were pointed out by your delivery driver. I DID call with the delivery people still at my property along with them calling On a different phone. NOT once was I advised to take it. Second delivery came same exact story. If I am using MY ONE time replacement why would I take furniture that was in less condition than the one year old piece of furniture I had in my home! I did speak with a manager on Monday who said I can go to the store and pick something out only to ask if I go to bunk beds would that be covered she advised me I would have to pay delivery and [redacted] which I was okay with. Then gave me back to sales person only to tell me I could only spend 399 and everything else is out of my pocket. Asked to speak back with manager because this is not what she told me because I specifically told her bunk beds, only for her to be like no I never said that, but in fact she did! I honestly have lost all faith in bobs, I would like to update my children to the Colorado bunk beds with stairs because I No longer have faith in the trundle bed, and I would like bobs to cover them in full. 3 appointments, countless phone calls, missing time with my children while they are on vacation due to lack of support and caring on bobs part I honestly think this is the least they can do to rectify the situation that Bobs created.  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 Morning Mrs. [redacted],Thank you for choosing Bob's Discount Furniture. I apologize that your furniture has failed to meet your expectations.Our records indicate that you received delivery of the table in March 2014; one year later in April 2015, you contacted our customer care...

office to report that finish was peeling and bubbling on the table top. We dispatched a service technician to your home on June 2nd, who inspected the table and determined that the damage was unrelated to defect and unrepairable. There are notes in your account which state that you noticed the damage after wiping the table with a wet cloth; if the table is not immediately dried, peeling or discoloration may occur. The goof proof plus plan, extends the manufacturer warranty from one year to five years, in addition to covering most types of in home accidental damage, however;  the reported damage is not considered to be a defect. Unfortunately, at this time, you are beyond the required timeframe to file a claim. As a courtesy, we can either reinstate the previous offer and process the 30% concession ($119.70) allowing you to the keep the table and chairs as is or, you may return the table and chairs for store credit ($399.00) and  reselect to a different set however, we will void the goof proof plan and you will need to repurchase it, if you prefer to have it.We appreciate your business and hope that find one of the offers acceptable. Thanks,[redacted]

Good Afternoon Revdex.com- We are sincerely sorry that the customer has had so many delivery appointments.   The customer has received all merchandise at this time.  The customer has been offered compensation for the inconveniences they experienced which they have accepted.  We are...

sorry that there were multiple attempts necessary to complete the delivery.  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 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...

Complaint: 12029477
I am rejecting this response because:Although I appreciate their sympathy for having to deal with their dismissive attitude with my complaint for their product’s failure, I would rather much prefer that they just stand by their product and either fix it to factory standards as outlined in their brochure or replace it.  As they have noted, I have only had this furniture in my home for 3.5 years, which by comparison to other furniture I own or my parents have owned, is considered relatively young when it comes from a quality manufacturer.  They purport that they sell quality furniture just at a discount price.  Their furniture broke with using the armrest to balance oneself upon rising, not sustaining the entire weight of a 150 man as they suggest.  I cannot imagine that anyone would sell a couch that could not stand up to such light use.  Their suggestion that this couch is not defective is simply wrong. They need to send their service person out again to either fix it or to take it away and replace it.
Sincerely,
[redacted]

Good Day Revdex.com,
We have reached out to this customer directly
to address the issue.  We have made an
offer which has been accepted.  Thank you
for bringing this to our attention,
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Customer,
We did consider these options.  The only option that we can offer you, does
not benefit you.  In the long term it is
not a good option.
If you would like to cancel and refund your [redacted]
as originally offered at $199.99 back to [redacted]. Again this is in no way a benefit to you as
your current product would be out of warranty in June 2017 and [redacted] would owe you no responsibly for
potential future concerns.  Offering to
cancel and refund any [redacted] is far beyond our normal policies because
we understand that it doesn’t benefit our customer in any sense.
If you choose to go this route, please confirm through the
Revdex.com mediation site that you wish to cancel the [redacted] for a refund to [redacted]  Accepting this means you will
have no manufacturing warranty after June 2017 and No coverage for Accidental
damages effective immediately. 
If you accept this, I will process the cancelation and
refund and email you a copy to the email address on this complaint. 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture