Blue Ridge Travel

Good Morning Revdex.com,
We absolutely want to apologize to
this customer. If an agent said
something offensive we would find that unforgivable. I have asked the third party that stores our
recorded calls to pull this call so that I may listen to it and provide
coaching if deemed necessary.
As for the customer’s request for “*** *** to be paid”, I am not sure to what they are referring. I will absolutely set up a credit to go to
*** *** for the delivery fee paid ($149.99) and although it is outside our
policy guidelines I will also credit back to *** *** the money paid for the
*** *** insurance ($149.99)
I hope this will be acceptable to
the customer
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison

Complaint: ***
I am rejecting this response because: Once again I can not stress, *** didn't sell me the insurance Bob's did. And yes a accident is just that a accident, not misused or preventable. My husband ACCIDENTLY placed his keys and change on the top of dresser, next morning he grabbed them and his change and it made scratches. However, it would be covered if I spilled nail polish remover on it....now come on. On the night stand the scratch there was a accident by the phone it fell out of the base when I grabbed it I don't know if my diamond ring scratched it or the phoneI want Bob's to be accountable selling me a line of BS to purchase this bob's plus insurance that is useless to me. Send a tech out maybe it's crap furniture?
Sincerely,
Debra G***

Good Afternoon ***,
I am sorry to learn of your disappointment with the merchandise
you have and the service you have received from us
The technician dispatched to your home on 04/22/indicated
that there was no defect on your seat casingsWe normally do not need to
review
pictures because our technicians are all factory- trained to determine
if/when a product is experiencing a concern as a result of a defectWe trust
the personnel we have on the road and in the homeIn your case, you disputed
these service results and we reviewed photos on your behalfYour account
indicates that after review we still agreed with the service professional that
what you were seeing occur is wear and tear results of the furniture’s
material makeup combined with its environment and the use its receivingAs a
courtesy we paid for and shipped you the seating that you stated you were
uncomfortable on. Our records do not
indicate that we were ever set up to ship you out casings (material) for the
seating area as we found no defect present in both reviews of this concern
We absolutely honor the
protection plan we sell and stand behind its valueYour Goof Proof Plus Plan
covers manufacturing defects (thru Bobs) and (thru the Guardian Company) a
variety of in home accidental occurrencesAs you are not experiencing a defect
and haven’t reporting any accidents causing your concern, the purchased plan
and its benefits does not apply to your concernLike any other protection plan
the terms and conditions must be adhered to in order to keep all resolutions
fair for all customers alike
If you would like to reselect to a different set because you are
experiencing a preference concern with this one that is certainly an avenue we
are willing to offer here as recoursePlease see our option for resolution
listed below:
Option:
We will provide you with a store
credit based on the price paid to us for the sofa/chair/ottoman and protection
plan
This store credit will allow you to reselect to a different set whose material
makeup may fit your needs and longevity expectations better
Once you have visited a showroom to make your reselection (within the next two
months) we will expect to remove the current merchandise you have in your
possession on the same date we deliver the new selection
In the interest of fairness we do ask that you pay a new delivery
fee on the new sales order as we are granting this option as courtesy, will
need to dispose of the product you have, and as a business we have always kept
the service of delivery separate from the pricing of our product
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good
Afternoon Revdex.com-
We
certainly apologize for the experience this customer has had trying to get the
mattress repaired. Unfortunately pet
damage is not a manufacturing defectWe do not cover damage done from pets on
any furniture. This is something that as
a company we
would not be able to assist withThere is no *** *** sold on
mattresses please see attached sales order showing that the customer did not
pay for *** *** on the mattress, as this is something we have never offered
as an option. There was *** *** sold
on the Louie Bedroom set. This is also
not covered for any nail or teeth damage from petsPlease see attached flyer
given out at time of sale
Our
failing has been in scheduling techs to go to the home on three occasions, for
that error I am sorry. We should not
have wasted the customer’s time. For
that reason I am submitting to have a $ECard sent to this customer as an
apology for our error. The agents that scheduled
this in error will receive coaching.
We are unable to cover occurrences of
animal damage and we are sorry if the customer remains dissatisfied
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: ***I am rejecting this response because:
Sincerely,
*** ***I DO HAVE GUARANTEE THAT PROTECTS MY PURCHASE FROM WHAT THEY (BOB'S FURNITURE) ARE REFERRING TO.WHAT I MEAN IS I DO NOT ACCEPT THEIR RESPONSE AFTER THEY TOLD ME THAT THEY WILL FIX THE PROBLEM AFTER INSPECTION BY THEIR TECH ALMOST A YEAR AGO.THEY HAVE TO DO THE RIGHT THING AND GET ME NEW CHAIRSTHE TABLE IS IN EXCELLENT SHAPE.HOPE TO HEAR FROM YOU SOONTHANKS

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID and I have no complaints about the late delivery as the two men were so very nice and a pleasure to have as delivery personnelWe hope that this is a closed case and that this furniture will hold up better.
Sincerely,
*** ***

Good Afternoon Revdex.com- We are very sorry for the delay in the customer receiving their refund. *** *** policy is any money to be refunded that was paid by *** *** goes back to the *** *** account. If the customer has made payments and is due a refund, *** *** corporate
office will refund the customer via corporate check. There was an error made by Bob’s in refunding the *** *** account for the entire sale amount, instead of breaking it up with the $going back to the customer as a corporate check. *** *** would have processed this back to the customer. As we had to then bill *** *** back the $and issue a check from our corporate office, there was a delay. The check was written and mailed on Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com-
We absolutely agree with the customer This is ridicules and unacceptable. I have notified the Delivery Manager for this
area of this failure. They will be
addressing this with the previous team.
They will also be notifying the team scheduled for Friday 24th
that this stop will be done correctly without incident.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are very sorry if there is a misunderstanding. *** gives the customer the option of
either reselecting (receiving a store credit of $241.16) or taking a payoff in
the form of a check ($90.00).
As this protection plan has already been used once and is in
the process of being utilized a second time we would not be offering a
refund. The customer can not receive a
refund on a plan that they have used.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Complaint: ***
I am rejecting this response because:Once again they’re not telling the truth concerning ***We were told by *** that nothing could be done we aren’t in their service areaNot once did they state they are NationwideBob’s gave us a run around for over a month trying to get this matter taken care ofWhat it comes down to is we have a damaged recliner under a year old that they decided looking at photos that this wasn’t a manufacturer defect so how else do you explain the seam letting goBob’s doesn’t stand behind their merchandise when you can exclude someone from taking care of the matter at hand because they refuse to service the area you live in but they have no problem charging for protection coverage knowing that they won’t help you if a problem arises such as this but don’t have any trouble taking money from youI’ve yet to see any refunds for the other furniture that I purchased from Bob’s with them charging me for protection coverage that is no good to meI will never purchase from Bob’s again and still have to pay for damaged merchandise from them because they chose not to stand behind their merchandise
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I have had relatives have issues a with bobs furniture and don't want any other out my place and I don't want anymore of the garbage furniture they sell if they need picture of what I'm talking about I will provide I don't want strangers at my residenceI will accept money back on the purchase and close out there warranty I want to get replacement furniture that's holds up I read the bobs warranty and other complaint regard to this company and want no dealing with them I will seek further legal action if a agreement isn't reach
Sincerely,
*** ***

Good Afternoon Revdex.com- We are very sorry for the customer’s frustration. While we agree that it is reasonable to assume the parts would be included, it is not a guarantee, as the outlet merchandise is in the outlet for a reason. That is why when picking up, the form does ask if the customer has inspected the merchandise. The sales person would have no reason to believe that pieces were missing, as it was a sealed box. We understand that to the customer it does not matter what section of the store they purchased from, for the sake of the warranty and coverage, it is the deciding factor on what we are able to offer as a resolution. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com-
We at Bob’s are sincerely sorry for the loss you have
suffered. We can absolutely change the
return already in the system for the living room sectional reselection to
accommodate the refund request. We would
need the card holder from the original purchase
to call the store, before the
scheduled pickup of to have the credit card added to the return #*** for the sectional. We have documented the approval for the refund
to ensure the process goes smoothly; we have no access to the original card
number as the system, for security, only shows the last four digits were ***
ending in ***. We are very sorry that
at this time of grieving, there are other issues that are taking up your time
and attention
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 at the moment We are hopeful that with the elevated technician in which they will be sending to our home will be professional and knowledgeable as t relates to this outstanding concernI will be in direct contact with Stephanie through email to arrange a date
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 Jami to
rectify
the situation and reach a satisfactory outcomeWe have approved the pickup for refund due to
the number of failures this customer has had to endure
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
Tell us why here

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
Thank you for your assistance in this matter
Sincerely,
*** ***

I have heard from the business. They are going to replace all of the damaged items at no cost to meI am more than thrilled with the outcome. Thank you so muchSincerely,*** ***

Good Afternoon Revdex.com- We are very sorry if we caused any confusion. The plan states that if there is damage resulting from a single accident the customer can place a claim with ***. That being said, we are not telling a customer that they should make a claim with ***. If there is no accident we wouldn’t want a customer wasting their time trying to make a claim that will not be accepted. If there is no accident and there is not a manufacturing defect, then *** *** will not cover the issue. We are very sorry that this is not the resolution the customer was hoping for. This issue is not something we can assist with. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

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 delivered
on and at the time of purchase, 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
everyday use, misuse or abuse of the merchandise.
We had our technician to the home and he reported that while
he did see damages, they were not manufacturing in nature. He reported that the customer advised that
they had thrown pieces away
If these damages were the result of a single accident that occurred
less then days ago, the customer can submit a claim to ***. We have advised the customer they can
purchase parts. That is the only option
we are able to offer on non-manufacturing damage.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are very sorry there was any miscommunication. This has already been set up for the
reselection based on the mis-information given.
This is scheduled for the new merchandise for
Sincerely,
Tracy S***
Corporate Liaison
Bob’s
Discount Furniture