Blue Ridge Travel

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

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with usI see that this customer has already spoken with my colleague and it appears the customer has worked closely with Diana to rectify the situation and
reach a satisfactory outcome 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 wastedKindest 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 this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was made
in October and at the time of purchase the customer purchased the option
of
*** *** ***.
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.
We have sent our technicians to the home several times for
reports of damages. I do not see that
this customer has reported any accidents to ***. Our technicians did make attempts to correct
some of the issues as they saw there was damage that would not be covered by
*** as it was accumulated. There
also appeared to be damage from a pets nails, which is not covered.
As this damage is not manufacturing in nature Bob’s would
not be able to offer any recourse. If
this customer has specific incidents where an accident occurred, less then
thirty days ago and they can provide all the necessary details they can call
***. *** will only accept
claims for a single accident or incident per claim
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are very sorry for any inconveniences that the
customer has experienced. We are not
seeing any notes of the concerns the customer has posted about. There is no home damage claim we could
find. No concerns called in regarding a
delivery
failure. If the customer did
call the issues into us and they are able to provide any information regarding
the call(s) date and time, we can have the call(s) pulled.
We see that the customer is a returning customer. We are very sorry that they were made to feel
that they were not properly taken care of.
We have procedures in place for in home damages and for customer
complaints on specific delivery teams.
Kindest Regards,
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 on and at the time of purchase, the customer purchased the option of *** ***
Plus. This protection plan 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 plan is through a third party company, *** *** covers the merchandise damage resulting from a single accident. 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. The customer reported to *** that they had torn the footrest. The photos did not corroborate the report of the occurrence. The claim was deniedWe do want to make it clear this set is not leather. The fabric is performance fabric which is treated to appear leather like. It appears from the photos that the footrest is worn. This is not a manufacturing defect. Please see attached the photo from our MyBobs website showing the material. Also attached the photos of the damage to the chair, showing it was not a clear tear as the customer reported to *** Kindest Regards, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Morning Revdex.com,
We are sincerely sorry that the
merchandise was found to have damages.
This could have been accepted into the home and then exchanged on the
date offered. This would have ensured
that the customer and family would not be left without merchandise.
We do not manufacture the merchandise and we
do not stock parts. We would have sent
to the vendor to have a replacement shipped.
That is a time consuming process.
So the exchange was offered. I
have seen the photos of the pieces that were refused. While the cut in the headrest is large, it
would not have prevented the pieces from being used in the week it would have
taken to exchange the piece. We are very
sorry that the customer made the decision to send back all of the pieces.
The customer would need to reach out
to the store to advise what next step they would like to take. The order is waiting for direction from the customer. We can cancel the order for a refund of what
was paid back to the American Express account or we can reschedule the
delivery. If the customer would like to
reschedule the delivery we would be able to offer a small Bob’s Gift Card for
the failed delivery as a token of our apology.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Complaint: ***
I am rejecting this response because:The item was sold to me a leather couch, as indicated on my paid receipt. Leather does not peel as mine did. This is defective and fraudulent. I want it switched to what it was sold it to me as. Want them to take back to damaged couch.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:They need to send a tech out to look at the chair, that's what they usually do after looking at the picturesBut then again, I was told the pictures would do me no good. Like I said , I did my part, Called, filed a claim, took pictures on July 11thWas told I would here from them to hrsNo call or emailCalled July 15th, basically was told there was nothing they can do, I was stuck with the merchandiseAfter being treated so rude, I will never shop there againThey can send a tech out to look at the chair, which is a defectIf nothing is done I would like my $backIt seems that this *** *** doesn't apply to anythingWhen Bob's is selling you this plan may be they should explain to the consumer what it doesn't cover. I deal with the public everyday, worked in retail , this is a very poor way to handle a problem, especially in today's economyThank-you
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 made
in May and at that time the customer purchased the option 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
misuse or abuse of the merchandise.
We do see that this customer previously was able to
successfully put in a claim in August for damage to the rails. That claim was accepted and the customer was
able to receive new rails in September
We are sorry that the damage claims recently reported to
*** we not accepted. We can not
force them to process a claim that does not meet their criteria.
Kindest Regards,
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 her and her familyAs ***’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 him as soon as possibleShould *** not receive follow up from this trucking company directly with business days (from today she can call our Customer Care Offices (###-###-####) and ask that we escalate her claim within our Property Claims Department.For ***’s records-*** Delivery Company ###-###-#### Kind Regards, Tracy S*Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Good Afternoon Revdex.com,I called and spoke with Mr*** on May 21, and asked that he email me photos of the sofa so that I may view to determine what recourse, if any we had availableMr*** agreed to send the photos however, I have to receive them.If and when Mr*** submits the
photos I will gladly review them with our service manager and follow-up.Thanks*** **

Good Afternoon Revdex.com,As this has now become a legal action, we are unable to try to assist furtherTracy SanbornCorporate LiaisonBob's Discount Furniture

Good Afternoon Revdex.com- We are very sorry for the failed deliveries that occurred. We are confused however by this complaint. On the customer was granted a pickup for refund for the bed. The paperwork was created and when it was time to schedule the pickup, the customer
stated they no longer had the merchandise. We are also confused by the complaint regarding the experience in the store. The customer was told by the manager that it would require hours for the answer to come from their superior. The customer chose to sit and wait in the showroom, for those hours. The customer was then upset that it took hours. It sounds like the manager was very clear what the chain of command was and how long it would require. The customer chose to sit and wait. We would not be compensating for that inconvenience. If the customer still has possession of the bed, we can send our team to pick it up for a refund. It must be completed before the return paperwork expires on 11.19.17. Once the return pickup has expired it cannot be reinstated. If the customer chose to discard the merchandise, no credit can be issued. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customerWe
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of
their delivery
Bob’s prides itself on providing
quality service and the best value product for the priceOur primary focus is
on making the concern we caused right so that our customer is satisfied with
the product that they have purchased from usWhile it is not procedure
to so we do recognize that we have failed our customer and we are willing to
make an exception in this case to work above our compensation guidelines
and policies
We will honor the customer’s request
for a partial refund of the delivery fees ($plus tax) as a final form of
our apologyPlease advise the customer that all paperwork needed for this
transaction has been entered from our end and action is required from the
customer at this time
I have listed the steps below for the
customer to follow in order to get the initial processing of this refund
completedWe highly suggest the customer complete these steps as soon as
possible so that the refund process is expedited quickly on their behalf
o
Anytime after 10am and before 9pm Dial ###-###-####
o
Press the number one (1) on your phone’s keypad when
you hear Bob’s voice
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this
order number: ***
o
At that point they will take the credit card
information from you and complete the processing
In most cases any remaining questions regarding refund
processing time can be answered by reviewing the policies listed on your sales
receipt
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** Because a pet can't get under the recliner nor can a human I'm a responsible person and you can tell the way I keep my house and furniture that's an insult what you said to me that we miss use the product that we purchased from Bob's furniture and a customer for at least years I rejected message for this business this is it's cause my cheap prude the and bobs furniture said any wear I get I will be covered now they come up with excuses

Good Afternoon Revdex.com-
Due to the nature of this complaint, we have reached out to
the customer directly to discuss our offer of resolution. There was some confusion on the protection
plan and which company the customer should be reaching out to for damages, we
hope that we have helped
to clarify. The
customer has accepted our offer and will reply to the Revdex.com mediation service. We thank the Revdex.com for bringing this to our
attention
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
They have offered me the full purchase price of the mattress and frame
Sincerely,
*** ***

Good Afternoon Revdex.com- We are very sorry for the inconvenience of the customer receiving a damaged piece in delivery and having to have an exchange done. This was been successfully completed 3.3.18. We thank the customer and Revdex.com for bringing this to our attention, we hope that the
customer will advise if there are any other concerns that must still be addressed. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Ms***,Thank you for choosing Bob's Discount FurnitureI apologize that we failed to properly deliver and assemble your daughter's bedI imagine how excited she must have been to get a new bed only to be disappointed when she wasn't able to sleep in itI have shared your
experience with members of our delivery and quality control management teams and I assure you that they will review your account to determine what went wrong and how to prevent it from occurring in the future Your patience during the process is appreciated however, given the repeated delivery attempts, your decision to cancel the order for a refund is understood. I assure your that your experience is not the norm of our delivery serviceIf you grant us the opportunity to reinstate your order, I will personally oversee the process from beginning to end and I will apply a $gift card to your account to either be used toward the purchase or an accessory item to compliment the furniture. Otherwise a refund check in the amount of $1062.45 was processed and mailed out to your home on June 5, and you should expect to receive it within 10-business days.Thanks,***

Good Morning Revdex.com-
We are very sorry that there has been a malfunction
on a part on the power bed. I do see
that the part was shipped to the customer today 5/11/via ***. Looking into the account further I see we do
have service appointments available in this
customers area for Saturday
5/14/16. I have reached out to this
customer and left a voicemail to give us a call back if Saturday 5/14/will
not work for this customer. Otherwise we
fully expect this complaint to be completely rectified Saturday 5/14/
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 “Pit” 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 excluded
Service can only be provided within our serviceable area to the original
purchaser as stated on your sales receipt
Kindest Regards,
Tracy S***
Corporate
Liaison
Bob’s Discount
Furniture