Blue Ridge Travel

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 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 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

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,
*** ***

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

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

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

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

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 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-
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

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,
*** ***

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 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

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,
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

Good Afternoon Revdex.com-
We are very sorry.
The credit offered has been applied to the account. We are not responsible for reimbursing any
charges. The credit was offered as a token
of apology only.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com-
We are very sorry that this sofa 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 Please see attached copy for your records
As this is a one time courtesy- It should be expected that for any
future occurrences of concern, on any other sales order, this individual
consumer is agreeing to adhere to the terms and conditions of their warranty
coverage and the determinations of Bobs Discount Furniture’s Service
ProfessionalsOur Service Policy is fully disclosed on the customer’s sales
invoice and provided at the time of sale
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 sofaThis one time replacement
does fulfill the *** *** contract, if the customer wishes the new piece to
have the *** insurance that would be at the customer’s expense. We will waive the delivery fee for new
delivery and pickup and disposal of sofa in the home
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

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