Blue Ridge Travel

Complaint: ***
I am rejecting this response because: the photo the technician submitted does not show the factsI do have a *** Box Spring with its original plastic the technician was in a hurrywhen he came to my home my appointment schedule was for 11:15am to 1:15pm and he show up at 9:00am and was gone in by 9:15am. Please review the attach photos as it shows proper support which is the original Box Spring I purchased from Bob Furniture The picture the technician summited shows my box spring plastic cover hanging from the bottom in between the wood frame Please review all photos attach it will show the plastic hanging underneath the bed which is the box spring cover and it will alsoshow when I pull the plastic up from its hanging point ((( -- see attachment photos with details.--)) total photos.Please keep me posted on this matterthank you.Sincerely,
*** ***

Good Afternoon Revdex.com-
We are so sorry for the error that caused the wrong
merchandise to be brought to the home.
The chest was the article that written on the order and has a lower
price point then the dresser. This left
the balance owed on the account. As I
believe
this was Bob’s fault I have waived the difference. The store has already reached out to the
customer to schedule the dresser and tv chest
Kindest Regards,
Tracy S***
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 delivery experience with us
I see that this customer has already spoken with a
supervisor Monique and been offered a reselection. We can understand why this
customer has lost
confidence in our ability to get this exchange completed. The two exchange attempts came to the customer
with minor cosmetic damages and were refused.
If the customer had called in with the delivery team there we could have
advised her to accept one of those so that the kids again had the bed in tact,
and we could have offered service to touch up the cosmetic imperfections.
If the customer would like to go to the store and
reselect we can certainly honor that request, we did offer her compensation,
which has been applied to the account which could be used toward the new sale.
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 Afternoon Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from usGuardian (Crypton is known as their parent company) is a
third party company and we have, for many years, experienced a vast amount of
approved claims through this third party companyOur customer’s are usually
very happy with the outcome of their reported claim and based on the price they
paid for the coverage our sales associates and sales managers would have no
reason not to boast about the extreme value the protection plan carriesThe
sales receipt and Bob’s trifold (also provided at time of sale) indicate that
the accidental protection plan is offered thru Guardian
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusionsAs the manager of the plan, Guardian is
responsible for sending the consumer the plan documentsShould the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for reviewHad we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any requestAs it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that Guardian is
continually sending these documents as many claims for coverage are routinely
approved
Guardian Protection Products is far from “sketchy” and
like Bobs Discount Furniture, their company maintains a high rating and accreditation
thru the Revdex.comWe again apologize that the customer didn’t receive the service
expected from the Guardian company and are willing to look into this claim
further and dispute the claim with Guardian on their behalf should we feel
necessaryLike any other insurance plan there are terms and conditions set in
place to keep all resolutions fair for all customers alike
To move forward please advise the customer
that we require a minimum of three (3) pictures (in color) for each item that
is listed in the report to GuardianI have listed the requirements below to
ensure our request is specifically notated:
-Minimum Photos of the damaged item(s):
- Picture that clearly shows the entire facing surface(s)
- Picture that
clearly shows the damage marks at close range
-Picture that clearly shows the damage marks
at a distance
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer
Sincerely,
*** ***
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Afternoon Revdex.com-
We are very sorry that the team was not able to complete their
route on the day the customer was scheduled.
We were forced to cancel their last four stops due to their truck
getting stuck and having to be towed.
Teams get paid for the deliveries they
complete. Having to cancel four stops would not be
something they would want, teams work very hard to complete all the deliveries
on their route
The customer has chosen to cancel the order and has already
been refunded. The check was cut and
mailed out 2.13.17. We are very sorry
that we were not able to complete the delivery
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com,
While we apologize to our customer for any disappointment they have experienced
while using their protection plan this dispute is in relation to a claim for
service through an entirely different business *** *** ***
In an effort to ensure our
customer’s claim was handled fairly I was able to
obtain the denial reasoning and photos of the damage in reference to this
claim
Guardian has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied
While we truly wish we could, we are unable to force another business into
overturning a claimThis claim was
reported to Guardian as damage that occurred without the customer how it
occurred. Guardian is an insurance company;
they deal in facts only, Per the warranty guidelines all claims must be called
in within days. This customer told
Guardian that it started happening months before. The claim was denied
In an extreme effort to try to make this right for the
customer, we have set them up for a courtesy part order. This merchandise was purchase in October
2011. The customer’s warranty of one
year against manufacturing defects was over three years ago.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry that the customer remains dissatisfied. The deficit was not created until the delivery team came back without both pieces. Until the paperwork was rectified the following day, there was no deficit. The mattress cannot be given to the customer. She received credit for it and did not return it. There is a deficit. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Morning Revdex.com- We are very sorry that this bed did not live up to the customer’s expectations In an extreme effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for resolution (listed below)Should the customer wish to accept this offer
they are able to contact any of our stores for reselection. Advice the store there is a credit in the system, the store will schedule the new delivery at the same time as the pickup, ensuring the customer will have a piece in the home. Courtesy Offer for Resolution: If the customer would like to reselect to a different bed we will provide a credit (store credit) of 100% the cost on the bed only We are also willing to waive a delivery feeThe credit will be released to the store when the offer is accepted by the customer through the Revdex.com mediation site. The amount of the store credit for reselection is $602.97, in addition to there being no new delivery fee. Kindest Regards, Tracy S*** Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Complaint: ***
I am rejecting this response because: The allegation is that I walked into your store in *** *** the sales person approached us asked us what we were looking for we told her she showed us what we asked for gave us a price and then your store sent out something other then what we were shown. Now you now giving us a description of what your terminology means on your invoice. Still how do you explain the purchasing of accessories that did not fit the bedding that your store first sent out. Bed Prot-Twin XL Best Pkg. which consist of goof proof twin extra long standard bed, goof proof twin extra long encased bed Your product was delivered in good condition it was just the wrong productAgain if I had been told the complete price I may have taken different actionThis is not a mistake I made your sales person fill out your invoice and we trusted her that it was done correctly.
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-
Bob’s offers the absolute best value available at
our price point. We also offer the
customer our service guarantee. If a
customer reports any issues that may be manufacturing in nature during the
warranty period, we will send one of our factory trained
technicians free of
charge. The technician will report to us
the nature of the issue. If it is an
issue that the tech can correct on the spot, they will. If the issue is manufacturing in nature and
requires parts, we will order the parts and have a tech install those
parts. If the issue is manufacturing in
nature and parts and service will not correct the issue, we will then offer
replacement. This statement is reviewed
at time of purchase; it is on every customer’s sales order, signed by the
customer at time of purchase. It is one
of the best warranties in the furniture business and Bob’s stands behind this
100%.
We
are sincerely sorry that this customer is not completely satisfied with the power
recliner purchased in 2016. We sent our
technician to the home and technician did determine that there are defects in
the merchandise. We ordered a new
mechanism per our service warranty.
SERVICE
POLICY
We guarantee that our
new products will be free from factory defects for one year from date of
delivery or pickupOur mattresses may carry additional factory guaranteesYou
must report any factory defects as soon as they occur to our Customer Care team
within one (1) year of possession, and a Customer Care representative will
schedule a Service Technician to inspect the item and service it to factory
standards at no cost to youIf the Service Technician determines that the
factory defect is not serviceable by parts or repair (or parts are unavailable),
we will replace the affected item, one timeIf the item is no longer
available, you may reselect to other merchandiseIn the event of a reselection
we will charge or credit you for any price difference between the original and
the re-selected itemMerchandise purchased from our “Outlet” or Clearance
Centers that is not brand new/factory fresh is excluded from these factory
defect guaranteeswear and tear or customer-caused problems are also
excludedService can only be provided within our serviceable area to the
original purchaser as stated on your sales receipt
You also have the
option of extending our one year guarantee to FIVE years with the purchase of
our Goof Proof Plus planIn addition to extending our one year
guarantee to FIVE years, Goof Proof Plus also protects you from a
variety of accidental damages you may cause in those FIVE long
years!
Call Bob's at
###-###-#### or ###-###-#### to report factory defects to your Merchandise
Our Customer Care Department is available 6:AM to 8:PM Monday through
Saturday and 10:AM to 7:PM Sunday
Call *** at ###-###-####
to report accidental stains or damages to your Furniture within
thirty (30) days of occurrence
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry for the error that caused so much
frustration. We are very sorry that this
was not caught and corrected at the time the purchase was madeWe do see at this time, the customer has accepted
the delivery of the sofa, the team was able to complete
the delivery without
incident, during the Breakfast with Bobs timeframe. We are glad the customer decided to
reconsider the cancelation and give us the opportunity to make this right.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Complaint: ***
I am rejecting this response because: The delivery was NOT completed on without issueWhen the delivery people came on the Dec, one of the items they delivered was brokenanother delivery date had to be setup for the Dec. It took them three trips to finish my delivery and each time I had to bend to their demands, me the customer that PAID for the delivery to my home. Now because of their mistake, which they made twice, I'm being told that I the customer need to be understandingThey are a business that offer a service and when that service is bad it should not become the customer's problemIf I could not have paid for the items I wanted, they would have sold me nothing but I did pay In Full and as a paying customer it is not too much to expect the service I paid for to be done on the day I paid for it to be done onThat service wasn't done and as a customer they need to satisfy me which they are not doingI want a Bob Executive to call me, personally apologize and offer me something that's more then fair because I was inconvenience twice and treated like I was nothing, nobodyI'm a *** *** who still serves this country and my time and money is just as important as theirs
Sincerely,
*** ***

Good Afternoon Revdex.com,
We are very sorry that there was any concern with our customer’s
delivery and we further apologize for the poor customer care that the customer
alleges to have received at our store level
We have followed up on the internal coaching concerns this
complaint
presented to us and at this time the customer’s order has been fully
canceled from our systems
Any funds put forth from the purchase were paid directly to ‘Acceptance
Now’ and a refund of these funds falls under the procedures and processing of
the ‘Acceptance Now’ companyRegretfully we have no control over the manner in
which funds return when the payment has not been made directly to our company
We sincerely apologize to the customer and his fiancé again for
the poor impression they have been left with of our business
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison

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 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

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with us. We can understand how frustrating it is to
have the team running late and to not be able to get an answer as to why. Our records
indicate the team did arrive at
11:am and so were under an hour lateWe are sorry that the customer did not
feel the $gift card that was offered was adequate. That amount is above what we would normally
offer for a team being less then an hour later then estimated timeframe. Due to the delay in having this issues
rectified, we will offer that amount, $as a refund to the *** *** account.
If this customer would like to accept this offer,
please reply through the Revdex.com mediation service that this is accepted and we
will process this refund and email the customer a copy of the refund.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Ms***,I have thoroughly researched your account and apologize that the merchandise and applicable warranties have failed to meet your expectations.Our records confirm the timeline of events as you have described in your Revdex.com complaintThe repair we (Bob's) performed on, June
12, 2014 on the bed was after the expiration of the one year manufacturer warranty, therefore services were performed on a best effort basisYou later contacted us on, March 17, to again express concerns with the bed; we agreed to send a technician to your home on March 23, however, at your request the service was canceled and you did not want to reschedule (that may have been when you discarded the bed)Without having access to the damaged product, it is difficult to determine the cause of damage or provide you either with an exchange or reselection of the merchandiseI do however, assure you that Bob's Discount Furniture stands behind the merchandise that we sell and since it may be possible that the previous repair from our technician failed, I will be happy to issue you a gift card in the amount of $which is half the value of the bed.In regard to the sofa, on May 18, you contacted Guardian goof proof to report that there was a seam separation on the back cushion, one tear on the back middle cushion, two tears on the back left side cushion and urine stains on all the cushions; you indicated that the damage happened in one day (one year prior); As a result the goof proof claim was denied as the damage was not reported within the proper timeDue to the type of and extent of damage, we (bobs) are unable to offer restoration service however, we will gladly cancel the plan on the entire order and issue a full refund.Your business is appreciated and I hope that you find our offers for recourse, acceptable.Thank you,*** **

Good Afternoon Revdex.com-
We are very sorry this customer is not satisfied with our
offer of resolution. This merchandise is
not eligible for a refund. This offer of
resolution was only offered as an extreme courtesy for the exchange not being
completed.
I reviewed the call that this customer had with our
operations agent Tahra. There was no
discussion of a refund before pickup, nor would there be as this would be
completely against company policy. Tahra
did offer to reach out to accounting to see if the refund can be expedited once
the pickup has been completed. I have no
problem offering that option. Once the
pickup has been completed, we can have the refund check sent directly to the customer. We do cut checks twice weekly, so once the
pickup has been completed, we can get the check sent very quickly. That is the only option we have to offer this customer.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Consumer called Revdex.com to advise that he had reached an agreement with the business and the matter is resolvedHe would like to close his complaint at this time