Blue Ridge Travel

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]

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]

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]

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

Good Afternoon Revdex.com- We are very sorry for the concern expressed in this complaint.  We can understand the customer’s frustration.  We have reached out to our parts department supervisor.  The part is in and will be shipped out in the next few days.  As a retailor and not a...

vendor we have to rely on the manufacturers to ship parts to fulfill our orders.  I have created the installation service, once the part is received, please call to schedule the installation.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

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

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

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution has been clarified, although I have not been satisfied.  I realize now, that I will have to find a way to have this fixed on my own.
Sincerely,
[redacted]

What is the purpose of having us buy the waterproof mattress cover if it will still collect mold? We went to Bob's and tested out a bunch of mattresses. I apologize that we did not think to "[redacted]" mattresses and find out about mold. It's also unfortunate that your sales people force the mattress protector on you as well if it won't even work. Never setting foot in your store again and will also be writing a social media complaint.  Complaint: [redacted]
I am rejecting this response because:
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]

Good Morning Revdex.com,
We are sincerely sorry that this customer
is missing items from the home and that the team running early inconvenienced
them, they certainly could have called into us to report they were not ready and
we would have instructed the team that they had to wait until the...

timeframe
given.  We do see that the customer
reported to us on 7.11.16 that they were missing items from the 6.25.16
exchange.  As this exchange was of a
bedroom dresser and mirror, it is feasible that the items might have been left
in the dresser at the time of the exchange. 
Unfortunately, when merchandise is removed from the home it is
incinerated, we would not be able to retrieve it three weeks later.  We would not be able to offer any recourse on
this complaint.   
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 delivery experience with us. We agree that there
have been several errors made in this account.
I see that this customer has already spoken with my
colleague and it...

appears the customer will be working closely with Rowan to
rectify the situation and reach a satisfactory outcome. This has been scheduled
for 9.24.16 with a special inspection before loading to ensure that it is a
sleeper sofa.
 
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-
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 12.21.15 and at the time of purchase, the customer purchased the option...

of
[redacted]. 
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 for accidental damages. 
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. 
On 2.25.17 we had our technician to the home.  He did tighten up the hardware on the Kaylie
headboard.  He did not find any
manufacturing defect.  He did determine
the hardware needed to be tightened.  As this was deemed Up to Manufacturing
Standards we would not be able to offer any other resolution on this
concern. 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because:We already provided these photos to you customer service team and spoke to them multiple times on this issue. You are wasting my precious time and causing more aggravation by requesting a repeat of this kind drawn out process. Please refer to your CSR customer database or files for any further clarification you need to make you feel better about this issue. You may not clearly see what's happening with the product from a photo, but try sleeping on it and you can realize the issue with supported back issues from both of us. The foam has lost its viscosity.We are not willing to work with you any further on this issue unless you are providing a full refund. You have burnt the bridge for us settling for a warranty replacement. We do not want any of your cheaply made products. I base this statement on other furniture we have purchased from you that are now falling apart. We are not the only ones with warranty issues from your company. There are hundreds of complaints all over the internet. You should do some research and correct these issues to better your after sales support. You are providing false advertising to the public and for that your company deserves to be punished legally.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I am concerned about the lack of follow up from the company previously, and that there is still no estimated ship date.  They did send me a message directly that my shipping time frame had been updated to mid- to late-January instead of mid- to late-March, but again, as there was no communication the first time when there was a problem.  I just want to be assured that there will be periodic follow up if there are any changes or a shipping date becomes available through the manufacturer.  As the company mentioned, their products are sent by cargo ship, and so I would expect them to be very much aware of when they are receiving a shipment.Thank you.
Sincerely,
[redacted]

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 1.6.16 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, Guardian.  Guardian 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.  We have reviewed the photo the customer submitted of the damage; it is not the result of any manufacturing defect.  The customer reported to Guardian that they had no idea how the damage occurred.   The material was wearing thin and the tear just happened.  That would not fall under the plan guidelines.  We are very sorry, we would not be able to offer any resolution on this damage.   Kindest Regards, [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com-
We sincerely sympathize for the 2 failed deliveries we have
had on this customer’s account.  We do
not see however the details which the customer has expressed in this
complaint.   We welcome the customer’s
response if the information we have does not...

fully reflect the customer’s experience.
The account shows the original delivery took place on June
25th.  On that date everything
was successfully delivered into the home. 
The customer decided that 2 rooms of furniture the dining room table and
chairs and the living room sectional we not the right fit for what they
wanted.  We allowed a courtesy
reselection on these pieces.  This is an
extreme courtesy as we destroy any merchandise removed from a customer’s
home.  This is a complete loss to us and
we only charge a new delivery fee for the reselection.  I do show on 7.9 and 7.23 we made attempts at
the reselection and found that pieces had been damaged.  These damages may have occurred during the
loading or delivery process.  These were
not manufacturing defects that would have been found during an inspection.  On 7.14 we went to the home to do the
exchange, the team was there during the assigned timeframe, we called the
customer two times, no one was available at the home to accept the delivery.
We can absolutely offer appropriate compensation for the two
delivery failures.  We do value our
customer’s time and believe that compensation is a positive step towards
regaining a customer’s good will.  We
only offer compensation after all deliveries and services are completed, to
ensure that we are able to see all issues from start to finish.  We do offer compensation in the form of a Bob’s
gift card.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

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 can
only access a sales order for a children’s recliner purchased in 2013.
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 we are not able to assist further with
these pieces.  They are both outside of
the one year manufacturing warranty they came with.  We offer “Best Effort” service to our customers.  That was why the tech went to the home. If he could have repaired the pieces with what
he carries for tools and parts in his van he would have. If parts were needed to correct the issues, we
could have created a part order, at the customer’s expense.  He was
hoping that parts would still be available to fix the issues.  As the sectional is no longer made by the
manufacturer, parts are not available. The bar did not have parts available.  The
protection plan is for accidental damages only. 
There has been no false information given to this customer. When the service was set up it was a Best
Effort only. 
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are sincerely sorry that the customer feels we are not honoring our policy.  We have offered a gift card.  That is the only offer of compensation we will be making. Sincerely,Tracy S[redacted]Corporate LiaisonBob’s Discount Furniture Tell us why here...