Blue Ridge Travel

Good Afternoon Revdex.com- We are sincerely sorry for any frustration caused with this purchase. The order was successfully delivered on 12/8/and the store has already addressed compensation for the failure to schedule per the customer’s request. Sincerely, Tracy S*** Corporate Liaison
Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com,I spoke with Ms*** and either her mother or daughter and both very expressly voiced their dissatisfaction with the service, merchandise and delivery issuesAfter reviewing Ms*** account and listening to her experiences with us, her frustration and desire for
compensation is understood.Ms*** is now in possession of her complete furniture order, however one seat cushion for the sofa is stained and a replacement casing has been ordered and will arrive within weeksI have shared Ms*** concerns with our store, customer care and delivery management teamWe have procedures in place for when an order is delayed and/or damaged- these procedures when properly initiated are very successful and limit and/or eliminate the need for multiple deliveries by notifying the proper department and/or person to immediately correct the issue; clearly we failed to implement those procedures thus causing an undue amount of aggravation and inconvenience to Ms***.As a result of the incidents listed above, I offered to refund the special order fee ($39.99) and issue a $bob's discount furniture gift card ; Ms*** immediately refused the offer and demanded $Our compensation typically max's out at 10% of the order -before taxes and fees, which in Ms*** case is $Ms*** says that she was working with ***, one of our customer care supervisors who offered her approximately $in compensation however, there are no notes on her account that reflect such an offer and *** will be out of the office until May 12, 2015. Bob's Discount Furniture apologizes wholeheartedly to Ms*** for the inconvenience we have causedWe are a company that prides itself on being honest and upfront with our customers while providing exceptional customer serviceIt is obvious that we failed to allow Ms*** to experience the service we humbly pride ourselves and for that , I apologizeI have noted her account with the offer of $compensation in addition to the $gift card she was offered by customer care; she may chose to accept this offer as final compensation or speak with *** when he returns on May 13, 2015.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 meI will accept the $150 refund to the *** *** account and $gift card to Bob's Discount Furniture storesI am only accepting this offer because I am tired of dealing wit Bob's Discount Furniture, seven months is enoughI will follow up through the appropriate channels should the $credit to the *** *** account fails to be made, or if the gift card is not received in a timely fashion.
Sincerely,
*** ***

Revdex.com:
We don't really want store credit but will take it and if it brakes again we want our money back
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 Morning Revdex.com-
We are very sorry that this sofa did not
live up to the customer’s expectationsI have reviewed the photos that were sent
in. As this is damage in a small area
and except for the damaged area the pieces look very well cared for, we will
offer recourse. 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 exchange
the Lawrence sofa only we will provide a credit (store credit). The exchange will fulfill the Goof Proof
plan, the plan allows for unlimited parts and service, but only a one time
replacementIf the customer would like to purchase a new *** *** Plan they
can advise the store, the new plan would be an additional to have the
sofa covered for five years. We will waive the new delivery fee. The credit is in the system today and will be
available until 3/12/at which time it will expire.
Kindest
Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** I went to Bob's to review the credit provided and get replacement chairs While getting the replacement chairs I was charged for another protection plan in the amount of $ I paid $for a protection plan in for the chairs I currently own and are defective When I contacted Bob's customer service regarding the additional amount for the protection plan, and told them they should have transferred the current plan to my replacement order, I was informed that the credit was issued through my protection plan I am not understanding how this could be since I was told that the chairs were not covered under my protection plan when I originally called them I was told that since the damage was not due to an accident they are not covered I explained this to Bob's customer service and was told that there is a manufactures' warranty under the protection plan when I called the protection plan back to confirm this I was told they were not aware of any such plan through their coverage.At this point, I believe that Bob's needs to transfer my original protection plan purchased in to the replacement chairs and credit me back the $that they deducted from my store credit If they cannot transfer the plan, then they should refund me the prorated amount from the $plan I purchased in It is unfair that I lose money due to a defect in the chairs from Bob's In additional they informed me they are taking back the chairs that are damaged which I am sure they will in turn repair and resell at their clearance center
Sincerely,
*** ***

Good Afternoon Revdex.com-
We are very sorry that this customer remains
dissatisfied. We have offered the only
option that is available. We have
already offered more then what our maximum refund offer would be. We are sorry this customer does not feel this
is adequate
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com-
We are sorry for the inconvenience this customer is
going through. I will address the issues
that have been presented. The chair leg
chip is small enough that I can see the damage may not have been noticed, it is
not a manufacturing defect. This is an
issue that can easily be repaired in the home.
For these reasons I can and have authorized a technician to go to the
home to repair the chip. The top of the
server is not repairable. The top of the
server damage is obvious. This damage
would have been spotted by our delivery team or the customer, if not
immediately then at least within a few days.
This damage was called into us a month after delivery
If this customer had called it in to *** as an
accident, it would have been covered.
The protection plan paid for covers accidents. It is not their responsibility to determine
if it was an accident. They base that on
what the customer calls in, the customer called in that they did not know what
caused the damage or when it occurred. For
example only, if the customer had company over and someone had spilled and left
a cup overnight that would have been an accident I have reached out to our Service Department
managers with the photo of the server top.
They completely agree that this is a stain from a spill. We are sorry that this customer has damage to
the top of this gorgeous piece, but it is not a manufacturing defect, we have
no options to offer this customer on this piece
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Tell us why here

Good Morning Revdex.com,
Please pass on our deepest apologies to our customer for the
continued disappointment that has been experienced with these chairs and the
chairs prior
As the customer has provided us with multiple opportunities
to make these concerns right and we continually let
them down the request for
refund is reasonable and acknowledged as the fairest way we can satisfy our
customer at this time
We have created the transaction to have the current chairs
(2) removed from the home for a refundOnce the chairs are fully checked back
into our distribution center the funds will be returned to the customer’s
original method of payment
Please have this customer contact us to schedule a date that
works best for them to have these chairs removedWe can be contacted at
*** (Mon- Saturday 6:30a -9:00p/ Sun: 11:00a -7:00p) and for reference
the customer may provide this return for refund number:
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: ***
I am rejecting this response because: why did they credit me $& then turn around and took $? What did they take that for?
Sincerely,
*** ***

Good Morning Revdex.com,
We are very sorry any confusion
concerning our policy. It is stated as
the very first line on the customer sales order under Refunds and Cancelation
Policy-
You
may request a full refund on orders for stocked merchandise at any time up
until the time
we deliver the merchandise to you or until you pick it up
This is signed by our customer’s
at point of sale. Any questions the customer
has on the policy are addressed at that time.
We are sorry if this conversation did not take place. Once merchandise is delivered into the home,
it is not eligible for a refund, only store credit.
Kindest Regards,
Tracy S***
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 experience with usThe customer has had to endure several deliveries and services. For this they should be compensated. We do base our offers for compensation on the
failures on Bob’s part as well as the size of the purchase that was made. As the customer’s purchase was for less than $800, the offer is tied to that. We did approve an offer that was made to the customer on 2.12.18. The customer did not accept that offerThe offer that was made is the final offer of compensation we are able to make. We did offer far above and outside of policy, what an order of this size would allow. We understand the customer has been greatly inconvenienced Kindest Regards, Tracy S*** Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Good Afternoon Revdex.com-
We are very sorry for the error in the paperwork that caused
frustration and delay in having the bed assembled. The team had reported the wrong piece was
missing. Unfortunately, it did take ten
days to have the error corrected and the bed assembled.
We are very sorry that this was the customer’s
experience. We have already processed
the accepted compensation. This is the
only and final compensation we could offer on this account. The amount that was accepted is double what
would normally be offered, per Bob’s policy.
We are sorry that the customer is not pleased with this amount. We believe the offer is correct, based on the
failures.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com-
We are sorry
that this customer is not able to accept our offer. I understand that they feel they have gotten
conflicting information; I can assure both the Revdex.com and this customer that I am
providing the most current and correct information. This offer will not be altered. This is the offer that corresponds with the
customer’s account. The customer reached
out to me directly stating that people they knew had gotten better offers. That is possible, as we look at the facts of
each account and base the offer solely on the facts of that account
The merchandise
that was purchased in January was done so with Goof Proof. That gave the customer years protection for
accidental damages through GuardianBob’s offered year warranty for factory
defects.
When industry
wide furniture retailers started seeing complaints on the material known as
bonded leather, Bob’s decided to be proactive and extended the warranty on
bonded leather issues to years.
Peeling bonded leather is not a manufacturing defect; it did not affect
every customer that purchased it. Bonded
leather peels or bubbles only when it is in an area of a customer’s home that
is in direct sunlight, or very close to a source of high heat (radiators, fireplaces,
baseboard heaters, etc) When we as a
company decided to try to assist our customer’s that encountered this issue, we
realized that there had to be some limits.
We look at each account and see where the purchase falls in our
criteria. If a customer is reporting
bonded leather peeling or bubbling outside of years, per our policy, they are
outside of the criteria, and we are not able to offer any recourse at all. I offered this customer the offer that they
would have received if the issue had been reported to us within three years of
purchase. As we have already set aside
our criteria in the interest of trying to make this right for the customer, I would
not be able to alter the offer.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com-
We are very sorry that this *** set did
not live up to the customer’s expectationsAs the retailor and not the manufacturer we
have little control as to the material the manufacturer uses. We have noted this complaint and will report
back to the purchasing
department of the concernIn an effort to meet this consumer’s demands
for resolution we will make a one time only courtesy offer for resolution
(listed below). If this customer wishes
to accept this offer, they need only reply to the Revdex.com mediation service that
they accept. The credit will then be
released to the storesThe customer then
is 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 set we will provide a credit (store credit) of 100%This 100% will
be based off of the original cost paid for the *** piece sectional and the
ottomanWe have included the *** ***f
Plan in the credit so that it can be applied to the new merchandise. We will also waive a new delivery fee.
Kindest
Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
I don't blame you for being very upset with us and on behalf of
Bobs Discount Furniture I extend my sincerest apologies. As a mom of young children I can only imagine
how upsetting this must have been
Your comments regarding the service you received by our
team are
very important and concerning to usYou deserve only the best service,
especially when you visit Bobs and I apologize again that we let you down
I see the pickup is scheduled for 6/4/16. Once the pickup has been confirmed as
completed we will be able to release the refund to the *** card
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Afternoon Revdex.com-
The customer care agents are not trained on Disputes. This is a specialized team that works with
these customers and the Credit Companies.
I did add the delivery fee into the refund. I see that you have spoken with our colleague
Brie and have scheduled the pick up for refund.
The refund will process back after the pick up is completed. We are very sorry for the delay in the refund,
if you have any other questions or concerns please reach out through the Revdex.com
mediation service.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com, Please pass on our apologies to *** for the inconvenience the delivery team’s negligence has caused and may continue to cause to she and her familyWe assure *** that her property claim has been correctly filed with the third party trucking company involved and we will
ensure the obvious coaching concerns presented are addressed accordinglyAs ***’s property claim is being handled by the trucking company that caused the damages, *** can expect follow up from that third party and not Bobs Discount Furniture directlyPer our contractual agreements with this trucking company they are owed a fair chance to process resolution on their claim prior to Bobs Discount Furniture asserting ourselves into a situation where it is most likely unnecessaryI have sent a message on ***’s behalf to our Delivery Managers and the trucking company involved in this claim to please contact her as soon as possible They have advised us that they have made contact and the claim is progressing. Kind Regards, Tracy S*** Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Good Afternoon Revdex.com-
We are very sorry for any confusion or
miscommunication. We were able to make
the delivery on and have received no concerns regarding the delivered
merchandise.
For the inconvenience of the delay in the merchandise and
the multiple delivery
dates we would like to offer this customer a $
Ecard. If the customer would like to
accept this offer, please respond through the Revdex.com mediation site that this is accepted
and we will process the paperwork. The customer
will receive the ECard to the email address on this complaint in 3-business
days after accepting the offer
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry. We will not be offering any compensation for merchandise outside of warranty. The layers of the cores are absolutely secured with the casing. If the customer took off the casing and could not put the casing back on the cores that does not make them defective. That makes it customer caused damage. We will not be offering any other resolution beyond the discount on the part order that was offered strictly as a courtesySincerely, Tracy Sanborn Corporate Liaison Bob’s Discount Furniture Tell us why here