Blue Ridge Travel

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with usWe have reached out to
this depot, they have reopened the claim.
They tried to reach the customer 1.26.17. If the customer has the
contact number for
the person handling the claim we suggest they reach out as soon as possible to
discuss the next step
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***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
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 December
2012. At the time the sale was created
the customer was offered the option of purchasing ***
*** This gave the customer a protection plan
against accidental damages for a period of five years. The merchandise came with a manufacturing
warranty for one year.
In our technician went to the home for
a Best Effort Service, while the service was being created the agent explained
to the customer that it was a service only, parts were not included. The technician determined that the control
panel had suffered damage in the home, no manufacturing defect. The customer was offered the option of a
customer purchase partThe order was set up, the customer never paid for the
part, so it was canceled. There has been
no failure on the part of Bob’s to resolve any issue.
As there is no warranty on the pieces and
the pieces have been in the home since we will not be able to honor this customer
request for refund
As a courtesy to this customer, I have set
up a courtesy part order to be sent to the customer. It will be sent directly to them, this
courtesy does not extend to installation.
If the customer needs a technician to come out and install the part that
would be at the customer’s expense.
Kindest Regards,
Tracy Sa***
Bobs Discount Furniture,
Corporate Customer Care Liaison

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Good Afternoon Mrs***,I attempted to research your account but was unable to locate any orders using the name, address and telephone number listed in your Revdex.com complaintPlease forward the identifying account information i.eorder number, customer master or name and telephone number
associated with the orderI will then research your account and follow up with you.Thank you,*** **

Good Morning ,
Thank you for choosing Bob's Discount FurnitureI have researched your account
and apologize if there was a misunderstanding regarding the *** *** plus plan
*** *** is designed to provide coverage against most in home accidental
damage; fading is not covered by
*** *** or Bobs
We requested the customer submit photos for the reported concern. The specially trained team reviewed the
photos and the damage was not deemed to be manufacturing. The customer insisted on a technician being
sent to the home to inspect the pieces.
We sent our highly trained technician to the home and he deemed it
wear. The customer then spoke
with six supervisors and leads and they reviewed the photos. We do absolutely stand behind our
technician’s report as his report is based on more then opinion. We also stand behind the seven supervisors
that have reviewed the photos. We have
attached the photos of the pieces the tech took in the home.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Complaint: ***
I am rejecting this response because:
Yes I received a check for when I paid 199,for the serviceWhat's the excuse for that?
Sincerely,
*** ***

Good Afternoon Revdex.com- We are sincerely sorry if there was any miscommunication in the store at the time of purchase. Certainly, if the customer had questions or concerns it should have been escalated to a member of store management to prevent the failed delivery. The customer signed off
on the order that it was correct and complete. The order was delivered and the power base was not compatible with the bed the customer had in the home. The customer went back to the store to reselect to the correct bed. The sent then sent an arequest. As the schedule was already set, this was only a request. The routing department was not able to add the stop. It was then requested for another add-on, which was also declined. While we can understand that the customer was asking for the add-ons due to not having a bed to sleep on, we cannot always accommodate these requests. When a request is received the routing specialist has to see if first we can physically get the piece to the correct delivery depot from one of our warehouses. They then have to see if there is a truck near the customer’s area that has actual space on the truck. They then have to see if that team has time left on the route. D.O.Tregulations require that we carefully regulate how many hours a team can be on the road. As this is tax refund season, all of our teams are scheduled to the maximum hours. These are not mistakes on our part. The customer picked the bed they wanted. We attempted to deliver it. It was not the correct bed for the existing frame. We attempted to add the stop on to existing routes. We were not able to get the stop added. We can understand that the customer is frustrated at not having a bed, but, we see no failure that requires compensation. Kindest Regards, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: ***
I am rejecting this response because:When I purchased the protection plan I was verbally told that this would cover anythingI specifically asked about pet messes and was told that it would cover any pet mess excluding biting and tearingThis was a one time incident and not due to neglecting my dog or furnitureMy dog was very sick threw up in several places and peed on a section over one night while I was sleepingWhen I called Bob's furniture customer care line, I was told the plan does cover this and this was unacceptableI was also told someone from *** would call to fix the issueThe customer care worker talked to a supervisor and the supervisor also agreed that the plan should cover thisThis is a scam to take customers money and then not follow through with the verbal claims given
Sincerely,
*** ***

Good Afternoon Deborah,
I don't blame you for being very upset with us and on behalf of Bobs Discount
Furniture I extend my sincerest apologies. I know and acknowledge how
unpleasant this entire ordeal has been for you and while I know this is your
Bobs experience I assure you
that we would not be continuing to grow if all our
customers were met with so much disappointment during such an important
purchase
Our records further indicate that your purchase was made with an electronic
check. We do require the time to receive
those funds from the banking institution before we can release a refund to a
customer. We absolutely apologize if
this was not fully explained to you at the time the order was canceled. This is the industry standard for all retail
companies.
We will be cutting the check this week and due to the escalated
circumstance this will be sent out via FedEX
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison

Complaint: ***
While I appreciate the apology, in a business transaction goods are expected to be delivered in a timely manner after payment has been made in full Since I have not been able to use said goods within a timely manner, I thought that it would be more than reasonable to receive some compensation as I continue to wait However, it seems that Bob's is unwilling to make that concession I will continue to pursue compensation after the delivery, assuming that at some point it will be correct
Sincerely,
*** ***

I have processed the $goof proof refund and you should expect to receive it within 10-business daysAs for the bed, I can only issue the compensation in the form of a gift card given for the following reasons; 1- Date of delivery was 2012 2- First report of damage to the bed was (after the warranty expired) 3- You have thrown the merchandise away.The gift card does not have an expiration date and it can be transferred to anyoneWe would appreciate an opportunity to have you back in our store, even if it is just to purchase an accessory item

Revdex.com:
I have reviewed the response made by the business in reference to complaint ** *** and find that this resolution is satisfactory to me.
Sincerely,
*** ***

Good Afternoon Revdex.com-
We are sincerely sorry that this customer did not fully understand
the offer that was made and accepted. We
did not at any time offer 100% credit.
These pieces are outside of warranty and we offered the 60% reselection
credit as an extreme courtesy. Please
see the offer letter that the customer accepted. We will absolutely stand behind this offer,
This message originally read on 6/23/
RevDex.com, Inc
Berlin Road
Cromwell, CT
Phone: ###-###-####
Fax: ###-###-####
[email protected]
www.Revdex.com.org/connecticut
6/24/
Good Afternoon ***
I am very sorry for the disappointment you are
experiencing with your bonded leather setI assure you that Bobs Discount
Furniture cares very much to satisfy all our customers and we stand behind the
quality of our products even after the expiration of our one year guarantee
period
Bonded Leather offers the look of luxury at a much more affordable price point
and as its name depicts, bonded leather is
real leather that is adhered (or bonded) to a fabric backing with a strong
adhesiveOver time and with any amount of usage the heat from our bodies and
friction from use causes expansion of the molecules that join the bonded
leather to the fabric backingBonded Leather is manufactured the same way
industry wide and peeling over time is not isolated to the bonded leather
products we sell at Bobs Discount FurnitureIf you continue to
purchase/maintain bonded leather furniture in your home regretfully peeling can
occur based on the nature of this material’s manufacturing process You
have had this set for over three years and in that three year period our
records indicate that you had not reported any issues before June The
Bobs warranty on your merchandise expired over two years ago and as this
concern does not stem from a factory defect in the product’s workmanship and is
viewed as wear and tear industry wide, we are able to make a store
credit offer to from a place of extreme courtesy and care As with most
protection plans the Goof Proof Plan purchased does not cover wear and
tear this courtesy option is not in relation to the plan purchased as it is
being offered to you by Bobs directly
If you would like to reselect to a different set, made of a different material
that may fit your furniture needs better we can offer to credit you 60% of the
original cost you paid for both the Apollo sofa and loveseat, this would be a
reselection credit. We would waive a new delivery fee and expect to pick
up the Apollo set when we deliver the new pieces
Please let me know if this option for resolution
is acceptable to you and I will process the necessary paperwork and have our
retail location contact you to make you aware of your available credit
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry. We would not send a technician to the home for damage that is a)not manufacturing b)not repairable. If the customer would like to send pictures of the concern directly to the Revdex.com mediation site we will review these pictures for cause and see if there is any resolution we can offer. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com- We are very sorry for the negative experience this customer has had. We do see that the check was mailed to the previous address. It has been returned to Bob’s and will be reissued to the customer this week. The address has been corrected in our system.
We apologize for any inconveniences this may have caused. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon ***,
I apologize again that you are experiencing this concern and
understand your frustration and need to have this concern resolvedAs stated
previously we have multiple protocols and procedures in place that we adhere to
daily to avoid any type of pest contaminationPlease know that I have no
intention of placing blame for this concern within my communications to you and
I truly wish that there was something we could offer to assist you in this
circumstance but Bobs Discount Furniture does not sell or deliver products
infested with pests and the massive amount of public education that is
available teaches us all that bed bugs are not the result of purchasing new
furnitureSimply because the bed bugs have selected the bed to congregate in,
most likely because they have discovered that their source of food can be
continually obtained there, does not substantiate that Bobs Discount Furniture
is responsible for this concern
Please know that while bed bugs do not come from factory fresh home furnishings
they are also not the result of an uncleanly homeBed bugs are just sneaky
stow-a-ways, and are excellent at finding ways to travel right into your own
homeThey travel most often in places like hotels, motels, shelters, apartment
complexes, dorm rooms, recreational areas, and even movie theatersRecent
personal travel or any interaction with a relative or friend who has recently
traveled is another popular way bed bugs like to get around as hotels,
airports, rental cars, and most other forms of traveling are extremely
susceptible to bed bug tourism since there is a continued wave of movement
between large groups of peopleThe second you put your bag down, they can jump
into it and you would never know it until after you’ve gone home
I am so sorry that you have to deal with this concern and I
apologize again that Bobs Discount Furniture is unable to take responsibility
for an occurrence that was not caused by the furnishings you purchased from us
Sincerely,
Stephanie G
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: ***
I am rejecting this response because: A MATTRESS IS SOMETHING THAT CAN'T BE FIXED!! In the attached picture, I drew a circle around the area that has collapsedI went to your store in *** ** and showed the attached picture to a sales person and explained to them that the mattress has sagged in the middle and is there anything that can be doneHe said, no there isn'tI asked can a service technician fix this and I was told that it is impossible as the entire mattress would have to be taken apartThat it would be better to just purchase a new mattressIn my opinion, this company purchases very poor quality merchandiseThe amount of complaints that are on the internet about you company is appalling I don't even care about the sofa anymore as it went to a battered woman that needed to escape her husbandI asked to be reimbursed for the mattressAs I said, I will continuously campaign against your storeYou should be ashamed of yourselves that you can't reimburse me the cost of the mattress or even half the amount.
Sincerely,
*** ***

Good Afternoon Revdex.com-
We are very sorry for the failures. The team was failed on their route for the
day. They did not follow proper
procedure. The team should not have
reached out to the customer. Bob’s does
have a strict procedure in place for concerns where a
team does not believe
that they can complete their assigned route.
The team is new and will be receiving coaching / retraining.
The customer has chosen to cancel the order. We are very sorry to have lost their
confidence.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Mr***,Thank you for choosing Bob's Discount Furniture for your bedding needs I apologize that the mattress you selected failed to meet your comfort expectations; It can take up to days (or more) for a new mattress to conform to your body and
comfort level. We understand the importance of a good nights rest and as such we have implemented our mattress satisfaction policy. I assure you that we will stand behind the terms of that policy;Our goal is to do our best to ensure that you are happy with your mattress purchaseIn the unlikely event that your mattress has a factory defect, we will replace it during the stated manufacturer's warranty periodIf you are unhappy with the comfort of your mattress after having slept on it for thirty (30) days, please call our Customer Care Center at *** within sixty (60) days of your delivery and one of our representatives will arrange for you to make a onetime re-selection on your mattress onlyFoundations within the same manufacturer are not included in our Comfort Assurance PolicyWe will charge or credit you for any price difference between the original and the re-selected mattressesCredits will be issued based on the original method of payment via the guidelines stated aboveWe will charge you our prevailing re-delivery fee to cover the costs of delivery for the re-selected mattress and piof the original mattressIf you do not re-select another mattress, we will refund the full purchase price less our prevailing delivery fee___I was told about Split Foundations ___I was told about Low-Profile Foundations ___I was told to expect up to a Day Break-in/Adjustment Period with my new mattress ___I was told to expect Slight Body Impressions in my new mattress ___I was told to Rotate my new mattress Regularly If the mattress is causing you extreme discomfort, you may contact our customer care center to schedule a pick up date (as of this email- the first available date is 6/23-which is subject to change), please reference *** ***After the pick up is complete you must provide your credit card information to complete the refund process; it may take 10-business days AFTER pick up for the refund to post to your credit card.Your business is appreciated and I apologize for the service you have described receivingCustomer satisfaction with the products and service we offer is our ultimate goal.Thanks,*** **

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
I will accept the additional $to my accountBut I need to make sure there will be no problem with delivery as I have lost a total of days of work due to delivery issuesSo If you credit my account the additional $I will take the total $credit and go to the store and purchase my frame
Sincerely,
*** ***