Blue Ridge Travel

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

Good afternoon Revdex.com,
We remain very sorry for all the concerns our customer has experienced
as a result of our failures.
After a further review of this account an executive decision
has been made to offer this customer removal of the product for a refund.
A corporate liaison will be reaching out to the customer
today (9.16.2015) to schedule the pick up date.
The funds paid for this set can be returned only after the
merchandise has been removed from the home and fully checked back into our
warehouse.

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]

Good Morning Revdex.com,
While we apologize that our customer is experiencing
any disappointment with the procedures from the [redacted] company it doesn’t
seem as though our business has been given any opportunity to address this
customer’s concern prior to them posting to the Revdex.com.
Can you...

please ask the customer to submit photos of
the damage and their accidental report to us thru the Revdex.com channel that they
have selected to open? We will review their evidence and documentation and
advise what we may be able to do to
assist further after receiving the requested documentations.  All the information they have posted to you
thus far is in reference to the [redacted] company and not our company directly.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

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 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...

Complaint: [redacted]
I am rejecting this response because:
I do not have any single thing stateing that it has to be in the form of a bobs gift card and $250 is the minimum that I should be compasses for my time I had to take over 20 hours and set it as iAds for deliverys and at least 25 hours on the phone with them trying to figure out how to fix the problem so asking for only $250 is being nice for all the time of mine they have wasted and no they have beyond failed me as a customer if they messed up once maybe 2 time that would be a fail this is just pure out of control for the time and effort that I have put into this $250 is very minimum in cash or the form of a check made out to me and I would love to see a copy of this rule that they have because I was never informed that if they screw up beyond belief that I would have to take a gift card that is just pure insane if it only was one time I could understand a gift card but this many attempts and time wasted should be in the form of cash or check thank you so much for your time
Sincerely,
[redacted]

Good Morning Mr. [redacted],Thank you for choosing Bob's Discount Furniture. I apologize if the furniture and goof proof plan have failed to meet your expectations.I have researched your account and understand that you spoke with customer care on May 8, 2015 regarding the concerns expressed in your Revdex.com...

complaint. You indicate that the sofa was delivered however, our records indicate that you picked it up, transported and moved it into your home on March 19, 2013. Furthermore you state that the sofa frame has been broken since March 2013 however, the first note on your account regarding your concern with the sofa frame was May 2015. Based on the amount of time that has lapsed since the date of pick up and your initial report, it is unclear how the damage would have occurred. As for the goof proof plan, frame damage may be covered if there is a "covered accidental occurrence" and the claim is properly reported.  Pet damage resulting from the teeth, beak or claws is not covered.Bob's Discount Furniture prides itself on being honest and upfront with the products and services we offer; I apologize if you believe that any portion of your sale was misrepresented. Customer satisfaction is our ultimate goal and we vow to stand behind the merchandise we sell. In an effort to restore your faith in our company and the sofa you purchased, I will be happy to schedule one of our technicians to visit your home, assess the damage to the sofa frame and provide best effort repair, if possible.  I have processed the necessary paperwork for this appointment and ask that you contact our customer care department to schedule the visit. Depending upon the location of the claw marks you may be able to purchase replacement toss pillows or seat casings. Bob's Discount Furniture nor Guardian goof proof covers that specific pet damage, free of charge. When contacting customer care, please reference [redacted].Your business is appreciated and we hope that you find our offer(s) for recourse acceptable.Thank you,[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]

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]

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

Complaint: [redacted]
I am rejecting this response because: please read the complaint...a verbal quote with all taxes AND Delivery was provided to my wife and she forwarded the information to me (Confirmed by the sales person) who put me on hold and increased the price by $300...bait and switch. Spoke with [redacted] MANAGER Johnathan P[redacted]....who assured me he was "out infront of this....AGAIN...never heard back...sound like a problem? Classic bait and Switch tactic with retail outlet stores.
Sincerely,
[redacted]

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]

Good Morning Revdex.com,
During my length of service to Bobs Discount Furniture
as well as other claims and photos that have been posted to the Revdex.com for animal
damage I must stand behind the determination that this damage cannot be covered
under the terms of the protection plan purchased. Even if what the customer is attempting to communicate happened
actually did- the customer’s plan does not offer coverage for damages caused
during a move. I have attached a terms and conditions page regarding the
protection plan purchased; please see under the ‘PRODUCT SPECIFIC COVERAGE’ section in ‘2.
Leather/Vinyl’.
                Normal residential use means
while in the home, not during a move from one address to another.
If the customer wishes to rebuttal this response it is only reasonable
that we request that they provide a detailed account along with appropriate
evidence of how this exact type/ pattern of various small puncture marks
occurred as a one time accidental occurrence.
At this time we stand behind the [redacted] denial for this specific
claim.
Kindest Regards,
Stephanie A. G[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...

Complaint: [redacted]
I am rejecting this response because: This has nothing to do with the availability of the furniture and everything to do with the integrity of the employees, If you read my original complaint, the delivery men were dishonest when they claimed to have come to our home, this is what the complaint is about.Please address this issue. In addition they scheduled to drop off pieces of the furniture today March 10 which was a complete waste of my time because they were unable to put the bed together without the piece that is coming March 22, which this information was not explained when the customer service agent set up the redelivery. So again another disappointment from this company and all you can offer is an apology. I need compensation for both occasions that Bob's fell below the standards. 
Sincerely,
[redacted]

Good Afternoon Revdex.com-
We have reached out to this customer directly and discussed
our offer of resolution.  The customer is
not completely satisfied with the offer, but has accepted and the compensation has
been processed.
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

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