Blue Ridge Travel

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,
*** ***

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 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

Good Morning 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 carries
In this consumer’s specific case there is no
defect present within the chair at all (after years of use) therefore the
terms of the purchased protection do not applyWe stand behind the integrity
of our technician’s original report and we have fully researched the
allegations stated here regarding the technician’s behaviorBobs Discount
Furniture does not negatively impact any of our technicians for locating defects
in products and maintain that the accusation stated here is a
representation of the actual service visit that occurred
As an extreme courtesy we are willing to offer this customer a one
time option for reselection (store credit to pick a different item) at a
prorated percentagePlease see below for the option outline, should the
customer wish to accept this offer they can respond to us via this Revdex.com channel
as ‘Satisfied’We will have a retail representative reach out to the customer
to make them aware of their active credit after the Revdex.com claim has been fully
closed
Option for resolution:
We will provide the customer
with 75% store credit based on the price paid to us for the recliner
(Credit = 299.25)
This store credit will allow the customer to reselect to a different recliner whose
wear pattern may fit their needs and longevity expectations better
Once they have visited a showroom to make their reselection (within the next
two months) we will expect to remove the current recliner they have in their
possession on the same date we deliver the new selection
As an additional apology for the customer’s frustration
communicated, we will also cover the cost of any delivery fee associated with the
newly selected merchandise (that is approxan additional $savings
credit for the customer) should the customer accept this courtesy offer for
resolution
I look forward to hearing back from the customer and apologize
again that they have spent any of their valuable time on solving their
furniture concerns
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison

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

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

Thank you very much for getting back to me. What are two new seat cores? My initial impression is this means two new seat cushions? As mentioned it is the spring coils within the couch so a new cushion would not remedy the issue

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,
*** ***

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their experience with us
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Tie to
rectify the
situation and reach a satisfactory outcomeThe customer spoke with Tie and the
request for photos has been sent to the customer’s email several times. We are not sure if there is a security
program that is blocking the emails or they are going to the customer’s spam or
junk folder. If the customer has not
already sent the photos to the email address they were given, they can submit
those photos to the Revdex.com mediation site.
We ask that the customer responds to us thru this Revdex.com channel if there are any
other concerns so that your efforts in mediation assistance are not wasted
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 *** and find that this resolution is satisfactory to me only because I did dispute the charge and the refund was offered through my credit card company and not from Bob's directly If the dispute amount refund is reversed I will be seeking Bob's to refund me directly
Sincerely,
*** ***

Good Morning Revdex.com,
We are sorry that this customer finds our
offer unsatisfactory. The terms of the
*** *** insurance are very clear, parts and service for five years,
replacement one-time.
This reselection credit the customer has
been offered is for the cost paid for the sofa only, as the letter of offer
posted to this Revdex.com mediation site stated.
This offer was done as a courtesy as the tech did not report any manufacturing
defects to us; this is considered a preference reselection. We
waived the delivery fee as a courtesy.
This is the only offer that we will be
making, this offer will expire on June 8th
and will not be able to be reinstated once it expires.
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison

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-
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

Good Afternoon Revdex.com- We are very sorry that this customer’s first experience with us has been so frustrating. Special order sales are especially challenging. We are asking a manufacturer to make a specific set in a specific color for a specific customer. Due to that,
agents in the call center are not able to assist. Our merchandising department in corporate receives updates from our vendors and passes along any pertinent information to each individual store. When a customer calls the store, or customer care, we have very little information to give. When a store receives any updates, they call those customers to advice. The delivery calendar only allows us to schedule within days. It is noted in the customer’s account that they desire the delivery as soon as possible, until the vendor notifies us that the pieces have shipped, we don’t know when that will be. We are not able to offer any compensation to this customer at present. Any compensation is offered as a token of apology, once delivery has been completed and the customer is satisfied with the merchandise in the home. Compensation is offered in Bob’s store credit only. We do not offer to refund special order fees or discount new merchandise. We are expecting the vendor to ship this early OctoberSincerely, *** *** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com-
We are very sorry that this customer is frustrated. It does appear the only concern left on the
merchandise is the part order for the nightstand. I am not showing any other issues open. We do believe that this customer is entitled
to compensation. This compensation can
only be offered as a Bob’s store credit.
The customer signed an agreement with another company, Acceptance
Now. We are not a party to this
agreement. We can not alter or discount
the merchandise in this contract. This
is a contract between two parties. The
Customer and Acceptance Now. Once the customer
receives the part order we sincerely hope that they will call in for an account
review for compensation as a Bob’s credit
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

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,
*** ***

Complaint: ***I am rejecting this response because:Sincerely,*** ***
As we have informed Bob's WE DO NOT HAVE A MATTRESS AND BOX SPRING TO REMOVE !!! tHE ROOM WAS EMPTY Why should we pay for a service which WAS NOT RENDERED, That to me would be stealing...We have also secured the driver's statement who had delivered the New Bedroom set "That there was nothing to remove from the room." Thus we still request a refund or adjustment in the amount of $dollars. Many Thanks; *** ***

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, in our service area, 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 a one time 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 Charisma
set purchased in 2014. We are very sorry
if there was any misunderstanding regarding our service area. We are very clear that Bob’s offers service
for manufacturing concerns only within our service area. It is printed on every sales order, reviewed
and signed by the customer at time of purchase.
Possibly when the customer purchased the merchandise, they did not know
they would be moving, so did not recognize this would be a concern in the future. Without our technicians being able to inspect
the pieces to see if they are defective, we would not be able to offer any
resolution. We have reviewed the photos
the customer sent in to ***. It
appears that the back cushions have had someone sitting on them. They are flattened and pulled away from the
frame. It appears that is food residue
on the backs. If this is correct then
this damage is not the result of a defect, it is caused by the way the pieces are
being used in the home. Unfortunately,
the customer moving from our service area does make the contract unserviceable
SERVICE
POLICY
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickupOur mattresses and motion furniture may carry
additional factory guaranteesYou must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians 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, we will
replace the affected item, one timeIf the item is no longer available, you
may reselect to other merchandise or we will refund the purchase priceIn 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
Call
Bob's at ###-###-#### 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
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are sincerely sorry for the concerns reported here. At this time, the delivery has been successfully completed. We absolutely encourage the customer to reach out to us for an account review for compensation. Compensation is offered as a Bob’s store credit
and is offered as a token of apology for failures on our part. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon *** ***,Thank you for considering Bob's Discount Furniture for your home furnishing needsWhile we would have loved for you to complete your purchase with us and showcase our furniture in your home, we understand that you have chosen to select a different retailerI apologize for
the delay in processing and receiving your refund check Comments on your account (3/30/15) indicate that you were in the process of moving and the original refund check that we processed on April 1, may have gone to that addressWe have since stopped payment and issued a new check. As a Consumer myself, I understand the need and expectation to receive any money owed to in a timely mannerI have shared your complaint with the Supervisor of our Corporate Accounting department and while we are unable to refund $in cash; We will overnight a check to the *** ** store and you will be able to pick it up tomorrow (Friday), April 24, 2015.Your patience is appreciated and we sincerely apologize for the delay and inconvenience