Blue Ridge Travel

Complaint: [redacted] This is a very costly resolution to myselfI would have to replace everything still at 20% would still cost over $plus the $delivery fee plus the time, effort and day off to receive new merchandiseI counter with the courtesy refund for my inconvenience, new knobs, a discounted night stand which I can purchase at the store and remove so the delivery charge not an issueI also would like the damage to the dresser fixed free of chargeIt is insulting to say no damage report was reportedI sent pictures directly to the representative which she verified and then flippantly deniedI have put hours of phone calls and every time I later am told I never reported anything It has almost been a year and I was told the dresser falling on my little girl was turned over to the insurance company and I would be hearing from themI still have not and believe now this was a lie to brush me offI was going to come back and order the pink diamond chair and purple or pink girls lampshade to complete the set but at this point I am so leary of purchasing anything more Sincerely, [redacted]

Good Afternoon Revdex.com- We are very sorry that the customer does not agree with our response The delivery company did try to reach the customer via the telephone number on the account and email The customer did not respond The pieces were set up for exchange They are waiting for the customer to call and schedule the exchange Sincerely,Tracy S [redacted] Corporate LiaisonBob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com, I spoke with this customer via telephone today (7.16.2015) and discussed the concern along with the available options we have for resolution I have also emailed the customer directly so that she has my correct email address to back in touch with me directlyAt this time she is accepting of the options for resolution and has communicated to me that she would just like some time to think them overPlease see email communication copy (below): From: [redacted] Sent: Thursday, July 16, 11:AM To: [redacted] Subject: In response to your concern :Revdex.com Claim: [redacted] /Customer No: [redacted] Hi [redacted] , This is [redacted] from Bobs Discount Furniture, reaching out to you so that you have my correct email address As discussed I expect that the part order should be arriving to you by the end of this month and I’m so sorry it’s taken so long to get to you, we will be happy to issue you a $Bobs Discount Furniture if you are able to wait for the part to arrive and have it installed If you’d like to cancel the part order we can offer to exchange the merchandise for you instead Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Complaint: [redacted] I am rejecting this response because: I disagree with their response Since I purchased the furnitures in April 1, I've been experiencing problems with them I've been calling and calling and no one seems to care to help me There's a reason why I purchased insurance is because I knew that accidents can happen But if it didn't happened why all this back in forth I want my money back and I don't ever want to hear from Bob's furniture I want to solve this problem [redacted] can't solved the problem because they told me that is not accidental, and Bob's furniture is telling me that is not a manufacture defect so what do they want me to do loose my money no way I want a solution because I worked to hard for my money They are robbing me and I don't think that's justice They are not being professional cause no one wants to help me Please this situation is causing me to have lots of stress and I'm already a sick person I have [redacted] I know it's no one business but I won't you people to hear my cry and help me I want my money back since August to now they are giving me problem It's not fair to rob people God Bless you! I disagree with their response and I want a solution Sincerely, [redacted]

Good Afternoon Revdex.com- We are very sorry that this customer is having this issueWhile I understand their frustrations and acknowledge that they sincerely feel we failed them, our Goof Proof Plan does clearly state that only pet bodily fluids are covered I have attached both the Goof Proof Plus handout given at time of purchase and the customer’s specific warranty card from [redacted] The merchandise was delivered on On this customer called into [redacted] to report that their pet had chewed the new sofa We offered the customer a customer purchase part order on which was later canceled for lack of interest from the customer We sent our technician to the home to investigate a complaint that the fabric is fraying The tech found several instances of pet damage on the pieces We are very sorry, damage caused by pet nails and teeth is not covered under any warranty If the customer would like to pay for replacement parts we can still offer that option Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning BBB, We are sincerely sorry that this customer is experiencing issues with the merchandise that they purchased from Bob’s. I see the purchase was made in August 2014. At the time the sale was created the customer was offered the options of purchasing [redacted] ***... ***. This would have extended the manufacturing warranty from 1 year to 5 years. This customer did not accept this option. The merchandise delivered in August and September of 2014 came with a one year warranty against manufacturing defects. That warranty expired over a year ago. We offered the customer a courtesy service to try to fix the issue. That service technician was able to add a screw in an effort to fix the issue. We are very sorry that this was not a permanent fix for the customer. We are also sorry for the miscommunication on the rails. We did have a vendor recall for bunk bed rails. I am sorry that the agent confused the articles. We would not be able to offer to cover the price of the rails as this is outside the warranty and the customer did not purchase the [redacted] to cover the merchandise for an extended period. We will offer as a courtesy a Bob’s Gift card as a token of our apologies. We are will to offer this customer a $75 ECard, to be mailed to the email address on this complaint, once the customer accepts this offer. Kindest Regards, Tracy Sanborn Bobs Discount Furniture, Corporate Customer Care Liaison

Good Afternoon BBB- We are sincerely sorry for any miscommunication that occurred. The error was corrected and the customer did receive the credit for the Goof Proof plan as the damage was reported within the first year. We are very sorry for the confusion on our part. Sincerely,... Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good *fternoon BBB, I have just finished leaving this customer [redacted] voicemail with my direct information. We certainly don’t want the customer to experience *ny failures in communication with us or have to call back multiple times *s they *ssert they have been getting disconnected from our Customer Care *gents. Just *s [redacted] back up, in the event there is *ny issue with the customer getting my voicemail –please pass on my direct number *s ###-###-####. Thank You, Stephanie *. G [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

I have been calling in to the center because I haven't heard anything back and it's been since May 2016, when I signed off on the paper I haven't den anything wrong. When I went up stairs after my delivery my tv was turned around and I didn't even notice until later that night when I went to go watch tv I know they did it cause the tv was turned all the way around, I explained that to the rude rep that called me from the third party company who contacted me back in May. Just by offering the $225 just goes to say bobs furniture was at fault. My television was a 50" not a 45" I still have the television and I been offiering to take the television to the store. I very dissatisfied with my delivery after I spent over 2 thousand dollars I will never shop or any of my family shop at bobs again. Everything eas horrible since the delivery. Bobs should hire professionals I never had a problem like this. Very unprofessional delivery and company. 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 Afternoon Revdex.com- We apologize that we were not able to complete the delivery successfully for this customer We agree that only having the piece in the home a couple of days would not constitute charging the customer a delivery fee We have processed the paperwork necessary to refund, please call the store with the original credit card used (Disc ending in1968) to have the money refunded to the card In [redacted] delivery fees are not subject to tax, so the amount is $ Refund [redacted] Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

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 The issued check has been received Sincerely, [redacted]

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 $Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: [redacted] I am rejecting this response because: there are multiple reports on Bob's website if similar experiences with this setI have at least one friend who has had similar issues with their set and with Bob's as a wholeThey delivered a new coffee table to them rather than all of these service callsThe service call to repair was had and repair man said it needed a new legBob's refused to give a new legThey then requested another service call where we would have to be home for hour window this would be 4th time! I requested to bring table to Bobs and get new one I do not want abother poorly manufactured set of furniture so returning this for a new set is unacceptableI can provide commentary from social media regarding this set if necessary Sincerely, [redacted]

Good Afternoon Revdex.com- We are sorry that this customer feels she can not accept this offer As my final offer to try to make this right for the customer I will offer a courtesy part order for knobs, so that the customer may have spares We will still offer the 20% concession to keep the pieces this would be ($209.60) The only damage that I could find for the dresser was a photo review that it was determined that there is a non-manufacturing stain, believed to be a spill As this is not a manufacturing defect, we would not be able to extend an offer to fix this Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com, We agree with customer that in this case a refund for the twin beds is appropriate The paperwork has been created to process that request Please reply to Revdex.com that this is accepted and call the store with original method of payment [redacted] *** Please call ###-###-####, when you hear Bob start talking hit When the office answers tell them you have credit # [redacted] and you need to have your credit card number entered You can stop by the store with the card as well If you no longer have this card in use, please go to any Bob’s store with a photo ID and an alternate credit card We apologize that this was not already taken care of Kindest Regards, Tracy Sa [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 purchase experience with us I see that this customer has already spoken with my colleague and it appears the customer will be working with Rowan to rectify the situation and reach a satisfactory outcome We do want to advise that the sales order that the customer signed at point of purchase does clearly state that we can provide service under the warranty while the merchandise is in the service area Moving the merchandise outside of service are does nullify the manufacturing warranty The damages reported are not manufacturing defects Scratches, dents and scuffs are what we would define as delivery or installation damages As this customer picked up the merchandise and transported it over a thousand miles, we would not be able to take responsibility for these damages Under these circumstances the offer that Rowan made is very generous and outside of policy This offer was made as a courtesy to try to make this right for this customer Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are sincerely sorry for the delay and lack of follow through on this concern The customer had previously reached out to us directly and we have ensured the successful delivery of the part We thank the Revdex.com for bringing this to our attention We are sorry the customer experienced such a delay 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 service technician experience with us I see that this customer has already spoken with my colleague and it appears the customer will be working closely with *** to rectify the situation and reach a satisfactory outcome This customer has an exchange scheduled for 4/27/ 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 that we were not able to complete the delivery when the customer wanted The customer requested that we cancel the original scheduled delivery for due to a change in the closing of the house The customer requested the add on being requested for Saturday Due to the size of this order, we were not able to accommodate the add on We also attempted to add the delivery back on for Friday, the opening left by the cancelation had already been filled by other deliveries There were no trucks available in the customer’s area that were not already both routed to the maximum hours and full with merchandise We did offer the customer a split delivery so that they had bedding to sleep on This is not something that we normally offer We were able to deliver the bedding on and the rest of the merchandise on The agents did not lie to the customer They canceled the delivery per the customer’s request The agents did attempt to have the delivery added on for the dates the customer requested Unfortunately this does happen with closingsSincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: [redacted] I am rejecting this response because: I hold firm to my statements in my original complaint and subsequent response$does not begin to fulfill my belief that the entire set should be removed from my home and that I be fully reimbursed or that at least the mattress should be replaced by a reasonably durable and functional oneThe advertising for "Mismatched" mattresses and foundations online on Bob's Discount Furniture's site is and misleading Sincerely, [redacted]