Blue Ridge Travel

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

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their experience with us
There is no record that this customer has contacted us
to discuss the report from the service tech.
The delivery was completed on the
customer called us on
three weeks after delivery. The tech was
able to inspect the piece on The tech reported the damage was not
caused in the home. We can certainly
replace the damaged piece for the customer.
The customer can call in to schedule at their earliest convenienceOrder number is * ***
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

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

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

Complaint:
I am rejecting this response because: dear bobs, you can't tell if something is wrong or not until the casings are OFFThe core was only held together by the casings, obviouslyYes I took them off to clean them, like people do Please provide me a check for half the cost of the sofa, which is more than fairThank you.
Sincerely,
Emily Bogart

Dear Revdex.com,
While we can appreciate the customer’s frustration with the delay of the
dressers, we do have to wait until the delivery completion to make any offer of
compensation. Compensation can only be
offered once delivery is completed. The
customer has stated that they may be looking for the merchandise to be canceled
for a refund. That is certainly their
right to do so and is understandable with this delay.
Bob’s does not manufacture merchandise. We do rely on manufacturers to provide the
furniture we sell. Sometimes there are
delays in receiving these goods. We are
not able to deliver merchandise we have not received from the vendor. This order is delayed because we do not have
the dressers in stock. If they were sitting
in a warehouse in our possession we would have made the delivery already. As much as we would like to help this customer
get the dressers into their home, it simply can not be done until we receive the
stock.
Kindest Regards,
Tracy Sanborn
Bobs Discount Furniture
Customer Care Corporate Liaison

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:
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 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

Good Afternoon Revdex.com,
Please pass on our sincerest apologies to the customer for the concern they
have existingWe make an agreement with
every customer in the creation of a sale that we will guarantee our merchandise
free from manufacturing defects for the first year, in our service area. In that first year we will have a service
tech inspect the merchandise, we offer parts and service if a defect is
repairable, we offer an exchange only when a manufacturing defect is
non-repairable.
This customer has
every right to move wherever and whenever he chooses. In moving out of our service area he has
voided the warranty. We have offered him
the only resolution we are able to offer.
We will not be able to extend any other offer.
Kindest Regards,
Tracy NS***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: ***Please see information below - believe phone number will be information needed to look up The order was placed on my roommates card Jeff Coluccio.Address was:*** *** *** ***
*** **
*** *** ** *** *** *** ***

Good Morning Revdex.com-
In an extreme effort to meet this
consumer’s demands for resolution we will make a one time only courtesy offer
for resolutionShould the customer wish to accept this offer
they are able to go to the store when it is convenient and choose something
else.
As with the dresser and the chair
that the customer has had delivered and decided to reselect on, there would be
a new delivery fee applied to the new merchandise. This credit is active now and will be active
for days. Please see attached copy
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
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry that there was miscommunication and
confusion on this order. This caused
unacceptable delays in having the bed correctly assembled. The issue was finally identified and a
resolution was offered
Normally we offer any type of additional
apology in the form of a Bobs Discount
Furniture Gift Card because as a business we understand the importance of
earning our customer’s trust back and proving to our customer that delivery
failures are not part of the daily operations that have helped us grow
to be the 15th largest furniture retailer in the U.SWe also wish
to provide our customers with a tangible item as a further form of apology
rather than just committing to the act of pacifying someone with a monetary
amountShould the customer wish not to provide us with another opportunity to
deliver merchandise we can understand the reasons why in this scenario and have
several cash and carry items that can be taken from our Showrooms or pit
locations as our free gift of apology
As a token of apology we would like to offer this
customer a Bob’s store credit in the amount of $200. If the customer would like to accept this
offer please accept through the Revdex.com and we will create the paperwork and send
to the customer on the email on this complaint.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

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

Clearly bobs furniture is trying to cover up something .I'm guessing my pictures of a brand new matters are not showing mold mold because when the mattress was delivered it was dragged from the truck to my apartment in the rain my bldg has cameras and videos can be requested of the delivery processI have been sleeping on the floor since being made aware of the issueThe bed currently still in my home has fumes coming from itThe credit we were given was for the inconvenience we have had to I'm sure since the of August.I have reached out to multiple supervisors to have the bed removed from my home,after making us aware of the possibility they no longer reached out to us about the problemThey have disregarded me and my family we have dealt with disrespectful customers service reps every time we've ordered something they have made some type of mistake ,which is probably why our bed was mold infestedAll phone calls are recorded from bobs furniture we are asking that u request to review all calls so tht you can see the horrible professionalism of this companyToday they came to our home refusing to replace the items they so called credited us for.the same delivery guys that gave us the molded bed in the same truck came to deliver only a bed protector and refused to pick up the mattressThey have lied to us and showed pure negligence on more than one occasion.the matters is still in our home and we are still sleeping on the floorBobs have given us different days they were supposed to come and get the mattress and had my husband miss days of work I am anpregnant woman constantly being stressed out and badgered by bobs customers representatives,I have begged them and pleaded for them to fix the problem they causedI give Revdex.com all rights to review all phone calls made and received by bobs discount furniture concerning this matter.as I have nothing to hideI am only asking that they handle the situation as professionals which they have failed to doI was also only credited for making a complaint about my expensive silk sheet set being affected by the mold and with that extra credit bobs supposedly gave me I had enough for a bed free which was only a small difference and not nearly the amount my sheet sets were worthIn addition to the fact that I have been discomforts and my health put at riskThey have yet to comply with anything and have only made matters worse as I continue to sleep uncomfortably.I Complaint:
I am rejecting this response because:
Sincerely,
Darina Medina

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

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

Revdex.com:I'm definitely looking to get some kind of compensation hereI have been sleeping on the floor since 1/31/and have build back painI have slept days without my bedI'm requesting if I could be given free king size mattress to make me happy after all I went thruThis will help me..
Sincerely,
*** ***

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 their familyWe assure *** that this property
claim has been correctly filed with the third party trucking company
involved
and we will ensure the obvious coaching concerns presented are addressed
accordingly
As ***’s property claim is being handled by the trucking
company that caused the damages, *** has been contacted 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 unnecessary
They have attempted to reach out on January 5th and 10th
via both email and telephone. They have
not been contacted back. As the customer
has made no attempt to resolve this concern with the delivery company they have
closed the claim for lack of interest.
We are very sorry, we would not be able to grant the request for free
merchandise.
We do have an exchange set up.
A team went to the home on at about 430pm during the estimated
delivery window and the customer was not home to accept the exchange. It was not the original team from the
delivery on
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison