Blue Ridge Travel

Good Afternoon Revdex.com-
We have this customer routed as fourth stop of the day with
a timeframe that begins at approximately 8:45am. We hope this will work out better for his
delivery timeframe
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Hi, sorry, I did not see this emailPlease pardon my late responseWhen I got back from vacation, I got the refund in the mail and I am so grateful for the Revdex.com's helpPlease close my complaint as satisfied, instead of unsatisfiedThank you so much! I apologize for any inconvenience!

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,
*** ***

Complaint: ***
I am rejecting this response because:This was a definite BAIT AND SWITCH As I mentioned in my previous complaint, there was no free offer as I had already ordered the brand new chair at the regular price The error was in the salesperson for not putting in on my bill then having her superiors cover for her not once, but twice via misleading the customer A brand new chair was always available and both *** and Janet acted the part of pretending to "look" for it in the computer only to "come up short." Lots of time was wasted for all I had to do was to call the Orange store and find that this chair was in stock by the plenty.Shame on *** *** ***e (don't know last name), *** ***, *** *** and *** for playing key roles deceiving me from July to now Shame on the deliverymen for the weeks that they wasted--for inconveniencing my young son; for lying and changing data; for erasing my notes; for putting spit on my furniture I am asking that this complaint go down in Revdex.com's file I give full permission for my file to be shared publicly I will be sharing more of my story with the public so that no one makes the mistakes that I have
Sincerely,
*** ***

Good Afternoon Revdex.com-
We are very sorry for any confusion or miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in November and at that time the customer purchased the option of Goof
Proof
Plus.
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, ***. *** covers the
merchandise for accidental damages.
Accidental damage must be reported within thirty days of occurrence and
the customer must be able to provide the necessary details to clearly indicate
that this damage occurred through a single accident or incident and not through
misuse or abuse of the merchandise.
This customer called into *** to report damage that was
not an accident. If it is not reported
as an accident to ***, they will not cover the claim. Our technician was at the customer’s home in
March. He reported that the arm was not
a manufacturing defect. It is very
common for arm rests to be damaged due to customer’s misuse. Arm rests are what the name implies; they are
only intended for resting an arm on. If
a customer uses the armrest to sit on or to support themselves while getting
up, the arm may sustain damage. I do not
know what may have caused this damage and I am in no way looking to assign
blame for this damage. I am only stating
the most common causes for arm rest damage.
We will offer this customer resolution in this case
The *** *** protection plan the customer purchased does
allow for a one time replacement in cases where the damage can not be repaired
with service or parts. We will extend
that offer to this customer at this time.
I have set up the paperwork, if they customer would like to purchase
*** *** on the new loveseat they will need to reach out to the store to make
that payment. If this customer does not
choose to purchase the protection plan the new loveseat would be covered for
one year against manufacturing defects only.
Please have this customer call ###-###-#### when they hear Bob start
talking hit 1. This will direct you to
the store, where you can either pay for the *** *** or schedule the exchange
without it. If you choose to have this
delivered without the protection plan, it can not be added later.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Morning Mr***,The exact ship date provided by the manufacturer is May 25, however, we tend to add 5-business days for processing; I expect that you will receive the part by June 5, In the event the date changes, we can explore the option of discounting the sofa and issuing a partial refund- allowing you to keep it as is or refunding the part order and following up with the manufacturer.Your patience is greatly appreciated.Thanks*** *

Good Afternoon Revdex.com-
We are very sorry the customer remains dissatisfied. We are sorry we could not offer the
resolutions they were seeking.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

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,
*** *** ***

RE: Response to Complaint ID 11115902To Whom It May Concern,Thank you for notifying me of the Complaint filed on February 1, by ***I had an opportunity to review the Complaint and offer the followingresponse: *** and *** *** ("Tenants") executed a Real Estate Lease Agreement("Contract") on January 29, to lease the premises located at *** *** Drive,Columbus OH starting January 30, and expiring January 31, ThisContract is attached and labeled Exhibit A 1-10. The Tenants vacated the home a month prior to the Contract expiration and returnedthe keys on December 30, I mailed the Tenants an initial accounting of thesecurity deposit on January 28, and included a detailed breakdown of alldeductions, copy of all associated Invoices, copy of their Exit Walk Thru Form, and arefund check of $227.64. The Tenants sent me an email after business hours on February I, at 6:03PMwith the subject line "Deposit reimbursement discrepancy." This mail is attached asExhibit The Tenants also filed a Complaint with the Revdex.com ofCentral Ohio on February 4, without first talking with me about anydiscrepancies or questions about the charges. The following items were listed as discrepancies in the February 1, emaillabeled Exhibit BThese items mirror the items listed in the Tenants' Complaint and Ioffer the following response:Replacing mailbox, post and numbers $150: Tenant incorrectly states "thelease said that we had to remove all items that we installed." Paragraph 9f ofthe Contract states: "Landlord does not offermail boxes." Paragraph 8i ofthe Contract states: AlI alterations, additions and fixtures supplied by Tenantincluding but not limited to mailboxesSHALL ALL REMAIN as part ofthe Home unless Landlord otherwise elects." The tenants were not instructedto remove the mailbox and were charged according to the ContractShampoo carpets $The carpets were professionally cleaned prior to theTenants' move inAttached is a copy of the carpet cleaning invoice to verifythis fact labeled Exhibit CAlthough the carpets were professionally cleanedprior to the Tenants occupancy it was noted on their Pre-Occupancy WalkThru the carpets were worn and had some stainsIt was understood theywould not be held responsible for future replacement if neededIt was alsonoted on their Exit Walk Thru they would not be held responsible for floorreplacementBrad H*** conducted the exit walk thru and asked theTenants during the exit walk thru if they had the carpets professionallycleaned upon move out and was told noPer Paragraph 15d of the Contract,Tenant agrees to pay Landlord lo have walls painted, the homeprofessionally cleaned, the carpet professionally stearn cleaned ..." TheTenants did not have the carpets professionally steam cleaned upon moveout and were charged according to the ContractAEP Bill $The service period for this bill was December 31, toJanuary 12, A copy of this bill is attached and labeled as Exhibit D.The Tenants' responsibility per the Contract was through January 31, 2016.Upon move out I informed the Tenants I would transfer utilities into my namewhen I received the keysI stated they would not need to keep utilities in theirname, I do not like to take the chance of the utilities being shut off for nonpayment.This is standard operating procedure when a tenant vacates.However, the Tenants are responsible for the utilities through the end of theContractPer Paragraph 15c of the Contract, "Tenant shall be responsible forutilitiesthrough the lease term, end of three calendar month notice date,or when fhe keys and garage door openers are returned, whichever is later."The Tenants were charged according to the Contract. Columbia Gas $The service period for this bill was December 31,to January 20, A copy of this bill is attached and labeled asExhibit EThe Tenants' responsibility per the Contract was through January31, Upon move-out I informed the Tenants I would transfer utilities intomy name when I received the keysI stated they would not need to keeputilities in their nameI do not like to take the chance of the utiIities being shutoff for nonpayment This is standard operating procedure when a tenantvacatesHowever, the Tenants are responsible for the utilities through theend of the Contract Per Paragraph 15c of the Contract, Tenant shall beresponsible for .utiIities.through the lease term, end of three calendarmonth notice date, or when the keys and garage door openers are returned,whichever is later." The Tenants were charged according to the ContractPaint touch up $The Exit Walk Thru Form stated "repaint as needed.tenant did a lot of painting,* Per Paragraph I5d of the Contract, Tenantagrees to pay Landlord to have walls painted." This charge was for paintingonly part of the interior as neededThe professional painters charge by theinterior square footageA complete interior repaint of this home costs$The Tenants were charged for only a fraction of an entire repaintAlthough the Tenants attempted to paint the color did not match as is oftenthe case when full walls are not paintedI actually completed addiionalpainting and did not charge the Tenant for the full amountThe Tenants werecharged for the partial paint according to the Contract.I spoke with the Tenant *** *** on February 4, and reviewed each item.Although the charges were deducted according to the contract *** and I reachedan agreement that satisfied both partiesI agreed to refund him a total of $***.00and *** agreed to accept this payment and consider the issue settled.I can be reached at *** ** Monday through Friday, 9am to 5pm if you haveany questionsThank you for your time reviewing this information.Sincerely, Brian K***

Complaint: ***
I am rejecting this response because: The resolution does not compensate for all the grief I experienced over this orderAlso, as stated the furniture is of very poor quality and given the incidents that occurred I would like a full refund and they may come and take back their furniture.This is not customer serviceTo this day I am still waiting for the customer service manager to call me back. Make this right there were way too many issues to deal with and I want to be compensated appropriately
Sincerely,
*** ***

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,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meThe casing needed is for the sleeper sofa
Sincerely,
*** ***

Good Afternoon Revdex.com- The customer has already received compensation. That is the final amount that will be offered. The customer purchased a $piece and has received more than $in compensation. There will be no additional compensation offered. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: ***
I am rejecting this response because:
I had to contact customer services three times and I had to go to the store to try to get the parts needed to put this furniture together. The item was delivered on May 16th and I finally received the parts on June 24th. However there are no instruction details and I am disgusted with service response. I did agree to put this unit together rather than wait another month for someone to show up. But with no instruction information, it will be guess work trying to construct the trundle unit. I don't want the trundle drawer and Bob's can have it back. As I typed this response, I was interrupted by a phone call from the company. They said that they would fix the furniture. My reply was that they can keep the drawer unit and that I don't want their people coming to my home pounding on the furniture with a drill trying to get pieces to fit. This order was for over $10,and I had problems with missing or broken furniture on three occasions. I am done with Bob"s Discount Furniture.
Sincerely,
*** ***

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with us
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Jennifer
to
rectify the situation and reach a satisfactory outcome
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 apologize that our customer’s
property was damaged at all during the delivery process
Following our successful
procedures for claims of this nature, we sent the customer’s claim directly to
the trucking company accused of the damages for
response/resolution
I have reached out to this third
party provider today and received the following response in reference to status
of this claim:
“Per: *** *** ***”:
“The claim is in the process of
closing outThe customer should be getting a check in the mail for the
damagesHe has not submitted any estimate or photos although we had askedHe
has only advised he will take $to settle, which we agreed to”
At this time we stand behind the
information our partner has indicated and believe the claim is being addressed
with out customer as it should be
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison

I received communication with Bob's Discount Furniture stating to forward an estimate & photos of damage and so I didI then received an email & call from a company called *** that apparently handles claims for Bob's Discount FurnitureI submitted estimates & photos as they askedThis morning I received a call from the delivery driver that caused the damage stating "THEIR MAKING ME PAY FOR THIS! YOU SAID THE DAMAGE WAS OK" I informed him that calling me was inappropriate & not typical business protocolI advised both Bob's and *** of this and told them to drop the claim if their going to make him pay out of pocketThis is not worth being harassed over! This company is unprofessional and do not handle things in an appropriate manner! *** ***
I am rejecting this response because:
Sincerely,
Deanna Vazquez

Good Afternoon Revdex.com-
While I can personally identify with a consumer’s need
for an apology outside of making the concern right, we have worked at a higher
level to make those requests happenWe offered to send an addon request for the
customer to get the furniture to her quickly, the
delivery has been made and
the merchandise is in the customer’s home.
Any compensation agreement is to be discussed after the customer has
been fully satisfied with the merchandise they paid for and a form of apology
is processed by gift card
Normally we offer any type of apology in the form of a Bobs Discount Furniture
Gift Card because as a business we understand the importance of earning our customer’s
trust back and proving to our customer that delivery failures are not part of
the daily operations that have helped us grow to be the 15th
largest furniture retailer in the U.SWe also wish to provide our customers
with a tangible item as a further form of apology rather than just committing
to the act of pacifying someone with a monetary amountShould the customer
wish not to provide us with another opportunity to deliver merchandise we can
understand the reasons why in this scenario and have several cash and carry
items that can be taken from our Showrooms or pit locations as our free gift of
apology
We will offer this customer an ECard in the amount of
$as a token of our sincere apology.
This is above our standard offer due to the level of escalation on this
account. We are very sorry for the inconveniences
this customer has endured
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture
Tell us why here

Good Morning Revdex.com,
Please pass on our sincerest apologies for the aggravation our customer experienced
with their product and the filing of their warranty claimWe stand behind the
value of all the products we sell, including our comprehensive protection plan
and assure the customer that
our partner Guardian continually provides our customers
with a high level of claim approvalsWhile all customers are expected to
follow the terms and conditions of their accidental coverage when speaking with
Guardian, the Guardian company makes up a very small portion of the protection
plan we currently sellBobs Discount Furniture takes ownership for manufacturing
defects (as deemed by a factory trained technician) in any product covered by
Goof Proof Plus for five long yearsWe handle this coverage on a direct basis
and will address our retail location to ensure there is no further confusion for
our valued customers
As of this account reflects an interaction with one of
our Customer Care Liaisons and the customer’s requests have been metAt this
time we consider this complaint closed and apologize to the customer once again
for any and all inconveniences caused
Kindest Regards,
*** ***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: ***
I am rejecting this response because:it’s seems to me like Bobs doesn’t know what Costomer service meansI seen the set on the show room floor at your *** storeWhy can’t you just give me a cable from that oneI already had two issues with the new loveseat recliner I also purchased from Bobs and they are sending a repair person out next week to fix thatI assumed buying furniture would be a simple thing to do but apparently it’s a never ending task to maintain itI’m sorry to say this purchase from Bobs is the biggest mistake of my life
Sincerely,
*** ***