Blue Ridge Travel

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,
Steven B[redacted]

Good Afternoon Revdex.com-
We are very sorry for the lack of communication this customer
has received.  We agree that there was a
unacceptable level of follow through.  It
should not matter is an order is several thousand or under a hundred.  Every customer deserves to feel...

respected and
valued.  That obviously did not
occur.  The delivery via FedEx has been
completed.  As a token of apology we have
added a $25 credit on the customer’s account for later use.  If the customer has any other questions or
concerns, they can reach out to us directly or through the Revdex.com mediation
service.   
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Morning, The dispute has been resolved. I was contacted this morning by the business and the refund will be processed to my account today and will post in 2-3 business days.  I was on the site trying to locate where to update my complaint but I could not find it.  However, the...

business has handled the issue satisfactorily, and I would like to close the dispute. Thank you, [redacted]

Good Morning Revdex.com,
Please pass on our deepest apologies for the concerns our
customer experienced with delivery.
While we further apologize for any confusion that may have
been present at the time of sale, I have included a photo of the bed purchased
for reference. The bed is styled so...

a foundation is a customer choice and the bed
can be used for its intended purpose in the condition it was sold/delivered.
We certainly take responsibility for the confusion present
at the time of sale and made an effort to make the customer’s concern right by
applying a $50.00 gift card to the account (which was to be used with the
foundation purchase). As we have clearly failed our customer in getting this
foundation to them, we do acknowledge their reasoning for canceling the pending
purchase all together and feel terrible about continually letting our customer
down.
The $50.00 store credit is still available in our systems
for the customer and if the customer is willing to give us another chance and
re-instate their sales order for the foundation we can offer to apply an
additional $50.00 Bobs Discount Furniture Gift Card to the account and still
cover the cost of the delivering the foundation at no charge to the customer.
We apologize again for the poor experience our customer has
endured and thank them for posting thru this channel so that we have some
opportunity to make it right.
Kindest Regards,
Stephanie A. G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: [redacted]
I am rejecting this response because: Providing us with 50 dollar credit does not cover the cost of the rental and movers that we had to bring to the store and leave without furniture or having the situation rectified.
Sincerely,
[redacted]

Good Afternoon Revdex.com,
Please pass on our apologies to [redacted] for the inconvenience
the delivery team’s negligence has caused and may continue to cause to her and her
family. We assure [redacted] that her property claim has been correctly filed with
the third party trucking company involved and...

we will ensure the obvious
coaching concerns presented are addressed accordingly.
As [redacted] property claim is being handled by the trucking
company that caused the damages, [redacted] can expect follow up from that third
party and not Bobs Discount Furniture directly. Per our contractual agreements
with this trucking company they are owed a fair chance to process resolution on
their claim prior to Bobs Discount Furniture asserting ourselves into a
situation where it is most likely unnecessary.
I have sent a message on [redacted] behalf to our Delivery Managers
and the trucking company involved in this claim to please contact him as soon
as possible. I was able to see they had
a glass company there very quickly to set in a temporary window and the
delivery company will be working with the apartment owner for a permanent
resolution.    They will be reaching out
to the customer for the damage to her personal property. 
I have also provided the
most updated telephone number I have for this trucking company as Bobs Discount
Furniture is not permitted to address or handle claims that originate from a
third party company.
[redacted] Delivery
###-###-####
Kind Regards,
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 is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I entered Bobs to PURCHASE  furniture not lease or rent.the sales associate or [redacted] never stated I was doing so.I was not given paperwork at the time of signing... It was emailed.If that would have been disclosed to me I would have never entered into such an agreement.I paid for the furniture in full as well $2800 in charges. The state maximum for interest is 21% I was charged 180% plus double the amount in tax. The terms and conditions where never disclosed. These people are criminals. They pray on peoplewith lessor credit and intelligent. If I wanted to rent furniture I wouldn't have gone to Bobs. Bobs knows what they are doing, they all work together.this is a horrible thing to do to people. My items totaled $1934.00 I paid $4173 .. That's unjust and down right criminal.Totally taken advantaged of,
[redacted]

Good Afternoon Revdex.com- Due to the nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution.  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.    The power bed AC outlet exchange is not through Bob’s this is the responsibility of [redacted] Beds and the customer must schedule this service through them.  ###-###-#### Monday through Saturday from 9am – 9pm.  The Bob’s tech will not have the replacement part nor will he be able to offer service on this bed.  We are able to offer service to this customer but as they are far outside our normal route, the days available are limited to 8.4.17 and 8.25.17.  This is solely for the purpose of inspection on the customer’s complaint that the mattress is sagging.    Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because: I don't consider it a "full refund" when we spent time and gas, our family spent time and gas traveling out of state to help us when we were told it was ready, and then a full days pay off from work to wait for a piece that was not coming that we found out later once your manager told us it would be delievered and then they forgot to put it on the truck.  And in regards to the "refund" that almost didn't happened as well because once I talked to someone and it was processed (or so I was told), I got a call 2 days later asking when I would like my piece to be rescheduled for delivery.... why are you calling about a reschedule when it was processed for a refund? I was told it wasn't processed correctly the first time.  Surprise, surprise. 
Sincerely,
[redacted]

Good Afternoon Revdex.com-
 
We are very sorry that this customer has had
difficulties with our mattresses.  We see
that we set up a service technician to come out to the home to complete a
mattress inspection.  This has not been scheduled
and is still pending. ...


 
We would not be able to offer any recourse
without a certified technician report. 
Please call at your earliest convenience to schedule the technician to
come to the home.
 
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 or we will refund the purchase price. 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 “Pit” 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.
 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture
Tell us why here...

Good Morning Revdex.com,
Please thank the customer
for providing the information to locate their account. While I understand what
the customer is communicating it is nearly unbelievable (having been a sales
person myself for my company) that the flyer we routinely provide to all our
customers out of our 64 retail locations was neglected in this one case. Is it
possible that we made a mistake in this one case you may ask? Although highly
unlikely it is certainly possible and I will follow up with our retail location
to ensure our management team in location is aware of the assertion that this
information was left out of this customer’s take with trifold. Nevertheless we
continually make an effort to remain transparent to all customers by posting
this information on our website (see link below):
[redacted]
The receipt that the
customer is indicating they received has several pages of information and there
are clear indicators within this information stating that Guardian covers
accidental damages and Bob’s responsibility under this plan is directly related
to factory defect coverage. The customer’s claim stems from neither an
accidental occurrence nor a factory defect therefore the plan purchased has not
failed the customer as it doesn’t apply to the concern they are demanding
coverage for.
I am still unable to
determine how it is even appropriate for our sales professional to be accused
of lying. The occurrence of a puncture from a sharp item is a cover-able damage
and the customer is demanding coverage for a damage that is no where near the realm of being
associated with a puncture mark. Our sales professional did not
communicate that a blanket being intentionally placed on the furniture, by the
consumer, causing a dye transfer would be a fully covered damage under this
plan.
The plan absolutely offers
extensive coverage as the definition of the word extensive indicates ‘wide’,
‘broad’, or ‘lengthy’ and the plan offers a very broad, wide, and lengthy list
of coverage from our company and Guardian.
We remain very sorry that
our customer has experienced this concern and apologize that while Bobs
Discount Furniture truly wishes we could help with every concern; we are unable
to take responsibility for concerns that are caused beyond the control of our
business.
Kindest Regards,
Stephanie [redacted]
Bobs Discount Furniture
Customer Care Corporate
Liaison

Complaint: [redacted]
I am rejecting this response because: my funiture is still broken. supposedly a part has been ordered but wont ship till the second week of January. It took 2 different techs to come out to figure out what the problem is. I had to call the 3 days after the furniture was delivered. It was only used one time. This still an on going issue with 2 different sets of furniture with in 2 years. The customer service reps give me the run around put me on hold multiple occasions then disconnect me. I have to then call back and get put on hold again till I get a manager on the phone. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Dear Revdex.com I am a super disappointed customer with them they have dragged this process out for weeks and have tried to change the item out 3 times and have failed all 3 time we have a 4 th time set up to try and exchange the merchandise again I do not find it right that they can not conpanastae me for all the wasted time and the inconveniences they have caused me and continue to cause me they are just placing blame again on acctapce now and acctapnce now is placeing the blame on them to fix the problem so I believe it is bobs fault they sold me the product and continue to do nothing to help with the problem but bring damaged goods countinuley and waste my time and effort to have good faith in them at this point I am still seeking a discount for what I have already paid for in the form of cash or a check or they can credit accpatnce now $250 to take off my account for the continued problems they have caused and have yet to fix withch has been over 2 weeks now it's gotten the the point where this is just crazy and they need to step up and bring something that is in New working order which is what I have paid for and yet to receive thank you for your time 
Sincerely,
[redacted]

Good Morning Revdex.com,
I have attached for your  and the claimant’s review, a copy of the
Guardian Terms and Conditions Page associated with the plan purchased in 2011.
What the customer has indicated was told to her at the time of
sale is fully factual and also
depicted on these...

coverage terms and conditions. I believe the customer’s
confusion is related to the fact that they are considering the part they need
to get this recliner working as the recliner’s mechanism when it is not. The
mechanism is covered under this plan however the remote (replacement part the
customer needs) is not. A hand wand (otherwise referred to as a remote) plugs
into the chair itself and is not considered part of or the chair’s mechanism. Our
business, our salesperson, and the Goof Proof Protection Plan have not failed
the customer in this scenario.
The remote associated with this chair is warrantied for one year only;
while we remain very sorry for this exclusion, our records fully indicate that
we have made a valid effort as a business to offer this customer a courtesy
discount and installation free of charge for this remote. In speaking with the
customer or the customer’s father on 1.30.2015 our Customer Care Offices fully
indicates that we were able to make a courtesy offer to discount the cost of
the remote by $20.00. There is no indication in our records that we ever
communicated selling the part itself for $20.00 or offering to meet the
customer halfway on the price f the part. Our records from 1.30.2015 go on to
show that the person speaking with us demanded to be connected to a supervisor
who approved to increase the courtesy offer to $25.00 instead of the original $20.00
off the cost of the part. The cost of the remote (that must be paid to the
vendor to obtain this part) is normally $95.00 (+ applicable sales taxes). By
offering to take $25.00 off the cost of the part the customer would owe $70.00
to get this part ordered. Our business has also already offered a courtesy installation
on the part to the customer and on 1.30.2015 the customer indicated that they
could plug this part in themselves without our assistance.
We apologize to our customer that they maintain disappointment
with the exclusion in their protection plan and do hope they can see, as a retailer with no fault to failure,
we have provided the most courteous offers we can to satisfy their demands.  We are well within our rights as a business to
deny recourse however we have made a valiant effort to work outside of
guidelines to assist this individual.
Should the customer wish to pay the discounted cost for the new
remote ($70.00 + any applicable sales taxes) we will be able to place the
customer’s part order with the vendor after the payment has collected. The
paperwork has been recreated for the customer and will remain open in our
system until 5.20.2015 awaiting the payment. If no contact is made to us
directly by the customer to make payment on this sales order the paperwork will
be voided as of 5.20.2015. I have left instructions below for the customer to
follow to make payment. As a business we stand behind this offer as the most
fair and adequate offer we can make given a review of all facts associated with
this scenario.
                Payment by phone via Credit Card (if the
customer is seeking to make payment by check, money order, or cash they will
want to physically visit our showroom location to do so).
o  
Anytime
after 10am and before 9pm Dial ###-###-#### Press the number one (1) on
your keypad when you hear Bobs voice.
o  
When the office person picks up explain that you are calling to
make a payment and provide them this order number: [redacted]
o  
At that point they will take the credit card information from you
and complete the processing.
 
Kindest Regards,
[redacted]
Bobs Discount Furniture
Corporate Customer Care Liaison

Complaint: [redacted]
I am rejecting this response because: I received a voicemail message from Bob's stating they WILL accept my return for a full refund.  I have the saved voicemail.  They told me to contact the store to set up a return date.  They told me I can bring it back anytime to the Nashua store.  I am planning to return it this weekend.  The policy is not clear on your website.  I never would have purchased an item that was non-refundable.  
Sincerely,
[redacted]

Good Afternoon 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 [redacted] – not Bobs
Discount Furniture.
We apologize that we were not able to fulfill the order.  The order has been canceled and the customer is
entitled to a refund for the payment that was made.  That refund must be done through [redacted] as they accepted the payment, not Bob’s. 
I reached out to the [redacted] desk and they are waiting for the customer to
make contact, so they can process the refund. 
Kindest Regards,
Tracy N. S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are sincerely sorry that the merchandise was not delivered correctly.  The customer has chosen to have everything that was delivered picked up for a full refund, including the delivery fee.  We had the team scheduled to go to the home on 8.30.17. ...

Unfortunately the team was not able to connect with the customer.  This pickup for refund has been rescheduled for 9.7.17.  We hope it will be completed for the customer on that day.  We are very sorry we have disappointed the customer and their daughter in this way. Sincerely, [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Complaint: [redacted]
I am rejecting this response because I do  know all about bed bugs and I also have an exterminator at my house. He is a professional and begs to differ with you. I am not giving up with this problem and I will gladly bring my chair out to your storeroom in Robinson and leave it there then see how long it takes you to get bed bugs, my guess would be about 7 months because that's how long it took for me to figure out what was biting my 5 year old Granddaughter. She had the first bite in August and I do believe that's when I got your furniture. I still need something resolved on this issue because I am on a fixed income and don't have money to waste. No one has sat in the chaire since Dec. 22 2016 and I cannot afford to just waste it or my money. That is not asking much plus you gave away free furniture to families at Christmas time and I happen to know one of them. You think they are low income but they are drug addicts and have lots more and can afford lots more than I can. Consider it and Thank you or I will have to get some help from the local news station or further actions.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: still unacceptable. How dare you even state the fact that you're suprised I remembered something over two years ago? Can you not remember something that long ago? As I had stated, that is the reason I bought his couch how dull can you people be. Even Sandy at the store agreed with me that I can still to this day wash the covers on the cushions. You're not taking the time to understand what what I'm saying or taking it seriously. Again, I remember because this is the main reason I bought the furniture. You have ultimately lost my business for life. What a complete waste of my money and time.
Sincerely,
[redacted]