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. However, I am disappointed that I have to wait until 04/30/2016 to receive a delivery of the twin bed exchange. It would be greatly appreciated if I was able to receive the delivery sooner.
Sincerely,
[redacted]

Good Evening Revdex.com-
I am very sorry to hear you
have located pests in your home.
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests.
The new merchandise that was
delivered was wrapped in plastic....

Our trucks are routinely sprayed to prevent
any possibility of pests.
Cockroaches spread through
apartments and joined homes very quickly. 
This customer lives in a strip of joined townhouses close by the
river.  That is ideal conditions for this
particular pest. Roaches need very
little to survive but do thrive near water. 
I refer to one of the many articles available on infestations:
If roaches are house hunting, they can check out your place by crawling
through tiny gaps around doors, pipes and other open spaces. Some adults can
grow fairly large, but can shimmy through slits as thin as one-sixteenth of an
inch (0.15 centimeters) [source: Ogg et al].
Contrary to popular belief, they aren't simply attracted to messy households,
although that will extend their stay. Instead, common roaches that invade homes
seek out warmth, moisture and darkness. Pizza left sitting out on the counter
is just an added bonus.
Roaches have become such widespread pests because they thrive on very
little. The insects require three things: water,
food and warm shelter. Roaches have lived off the bare essentials with few
changes since their creation 320 million years ago [source: Ogg et al].
Even the areas they choose for nesting indoors are minimalistic -- cramped
spaces in walls, behind picture frames, under sinks and elsewhere.
We regret that you experienced
this problem, but we are unable to respond to issues when the cause is beyond
our control.  
Kindest Regards,
Tracy S.
Bobs Discount Furniture
Customer Care Corporate
Liaison

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:The explanation that [redacted] could not determine whether the stain(s) occurred in one episode or more is ridiculous. How would they be able to determine any "episode" other than responding to a complaint and listening to what the person's describes in the incident? No one from [redacted] is present to observe when the damage occurs correct? So they have to take the work of the person submitting the issue. Any obviously that is not the case. They basically could say thar about any reported issue that it did not occur. So we are back to [redacted]'s response, in that I am fabricating this incident. You should all be ashamed of yourselves in carrying out these devious business practices and taking advantage of people. 
Sincerely,
[redacted]

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]

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...

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] Company – not Bobs Discount Furniture. I can confidently state that this type of agreement is commonly reviewed with an [redacted] Representative and signed with an employee from that company directly. We do not train our sales professionals or customer care agents on the inner workings, terms, or conditions of this contract as it is a document that our company is not authorized to manage, update, or change in any way. We are unable to approve a return of this merchandise or arrange for a refund of monies that the customer has been paying to the Acceptance Now Company directly. The contact information for this customer is [redacted] handles all [redacted] escalations for the Revdex.com.  Kindest Regards, Tracy N. S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison 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 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

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:Bobs furniture is certainly able to do a return at this time. What you should have said is that you are unwilling to do a return of merchandise that you sold, and have admitted in writing, to electrocute people. I'm going to have to bring this matter to my attorney. Lucky for me my brother is a partner at a law firm and would have no problem filing the papers on this being that I already discussed this matter with him. I am surprised that bobs would rather go to court then make a return for defective merchandise they sold. 
Sincerely,
[redacted]

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 Chelsea-
We are very sorry for the inconvenience the multiple
deliveries has caused you.
We accept you request for the refund of the delivery
fee paid as final compensation.  If you
accept this offer please contact your store at the number below to have it
processed back to your card.
I have created all the necessary paperwork for you in
advance in an effort to make this as easy for you as possible – please call the
store and provide them with the credit card number from the original method of
payment MC [redacted].  Once the
credit card number is entered into the transactions the refund(s) should
process back to you within 5-7 business days.
o  
Anytime after 10am and before 9pm Dial ###-###-####
o  
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 get a refund processed to your credit card and provide them this
order number: [redacted]
o  
At that point they will take the credit card
information from schedule the pick up complete the processing.
Kindest Regards,
Tracy S[redacted]
Corporate Customer Care Liaison
Bob’s Discount Furniture

I do not accept the response made by the business to resolve this complaint.
I'm willing to accept any of the 3 options that I stated in my complaint, they could at least consider one of them. #1, was to replace the piece that is severely damage. #2 to fix it, repaint, polish, make it look better. #3 to refund the $199.99 for [redacted] warranty.
It is unacceptable for them not to even consider any of them.
Thank you,
[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

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]

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]

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]

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: 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]

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