Blue Ridge Travel

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 Afternoon Revdex.com- Due to the intricate nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution. We were not able to speak with the customer; we did leave a voicemail and send an email with our offer of resolution We thank the
Revdex.com for bringing this to our attentionSincerely, 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*** **

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:
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 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

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 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meand I am accepring the offer from bobs
Sincerely,
*** ***

Good Morning Revdex.com,
Please pass on our sincerest apologies for the poor
experience our customer outlines to have endured with usWe completely understand
our customer’s aggravation and in direct relation to our understanding of this,
the customer’s account reflects the completion of a
settlement agreement that
both the customer and our company established directly to resolve this claim
(6.30.2015)We apologize to our customer again for any inconvenience the
merchandise or the terms of our protection plan caused them and consider this
concern resolved at this time
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: ***
I am rejecting this response because:i HAVE ALREADY CALLED CUSTOMER CARE AND THEY TOLD ME I'D HAVE TO PAY TO HAVE SOMEONE COME OUT A CHECK MY SOFA THIS IS AN EGREGIUOS DEFECT AND I SHOULDN'T HAVE TO PAY FOR ANYTHING IF THEY WILL AGREE TO COME OUT AND LOOK AT THE SOFA FOR FREE I WOULD BE AGREEABLE TO THAT I'VE ATTACHED PHOTOS
Sincerely,
*** ***

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- We are very sorry for the concern expressed in this complaint. The customer did purchase on 5.1.16. They are outside of manufacturing warranty. This would not be a covered concern however. The casings were not defective, there is no record of the customer
reporting any issues to us prior to the customer removing the casing and washing them. The washing caused the damage.We did make an offer for the customer to purchase parts as half price. This would be the only offer that we would be able to make, for a piece that is no longer under warranty and is not defective. Sincerely,Tracy S*Corporate LiaisonBob’s Discount Furniture Tell us why here

Complaint: ***
I am rejecting this response because first of all, 1.the business is not honoring the insurance coverageI paid in full for the piece of furniture and expected it to be high quality which it has proven it isn'tthe business sent some one to check on the furniture and that person said that the cushions were going to be delivered in four weeksthe business didn't have the courtesy to call to let me know about the backupI DO NOT want a gift card, I paid in full with a credit card and I want the credit card to be reimbursedI am NOT planning to buy any furniture from this business again, therefore I do not want the gift cardI am not going to recommend this business to any of my friends and acquaintances because of they way they have handle this situationthe business works fast to sell merchandise but it is not fast to satisfy the customers complaints
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 delivered
in and at the time of purchase, the customer purchased the option of
*** *** 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.
If this customer feels the damage they have meets the above
criteria then they can submit a claim to ***. We sent our tech to the home to see if the
damage was of a manufacturing nature.
The tech determined it was not
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Complaint: ***
I am rejecting this response because: The complainant was not put in a reasonable position to have denied the deliveryThe complainant is rejecting the offer that the company has madeThe complainant has received negligent infliction of emotional distress, and did the due diligence prior to the delivery at 10:30pm to resolve the issue prior to an issue being developedThe company has not done their due diligence in investigating the issues being brought forth
Sincerely,
*** ***

Good Morning Revdex.com,
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us*** *** 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 carries
Our direct records show no indication of
conversation with this customer since when the product was deliveredAs
the customer is reporting a frame concern, we are more than happy to help our
customer under the manufacturer’s warranty associated with these frames
We again apologize that the customer didn’t receive the
service expected from the *** company and are willing to look into this
claim further directly should they actually provide us with the opportunity to
do so
At this time we have created a service order (to send a
technician to the home) under the address that was used to make this Revdex.com
complaintPlease ask the customer to contact us directly (###-###-####) so
that we can discuss the available service dates we have in the near futureFor
reference the service order number associated with this request is ***
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison

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 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 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,*** **