Blue Ridge Travel

I would never give Bob's furniture my business againover scheduled deliveries and not one went off without incidentMy time, my money and the 4+ months my children have slept on the floor cannot be "undone"
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***
Hello, in response to Bobs furniture message back to me, please see below.The mattress was purchased at the *** ** store back in 2012.Sold to EITHER *** *** Billing address was *** *** *** *** *** ** ***Phone numbers either: ***; ***; ***Delivery address: *** *** *** *** ** *** ** ***These was a barcode slip of paper attached to the bed Here is what it has.BOBS*** ***
*** *** ***
*** *** ***THANKS,*** ***

Good Afternoon Revdex.com- We are very sorry that this purchase caused stress for our customers. That is certainly not the experience we would want for anyone. We have taken the piece back and the customer has received a full refund. We are very sorry that the customer was left with a
negative impression of Bob’s. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com-
We are sincerely sorry the merchandise was not delivered in
good working condition and there were errors in processing the
compensation. That has been corrected
and processed
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Complaint: ***I am rejecting this response because:You yourself said I can buy the parts, now your saying its only coveres for a yearof YOUR employees said they dont have the parts to fix itAnd you have throughout our correspondence said different thingsDo you eeb know the REAL answer or are you winging itBecause the only people InI see confused is Bob's employees.As a Billion dollar company, my $I spent in your store means nothing but it's $of my hard earned moneyI would think that as good practice, you would attempt to solve the issue! The technician came out onBob's behalf BECAUSE the CSR said it sound like it's a MANUFACTURING problemIF it was simply (as you are stating) that you cannot fix it bc it over the year warranty, then WHY did a technician come out in the first place AND say he could fix it IF you have the parts? Not only that, after he ran out while I was on the phone with YOUR CSR, SHE said you guys DON'T have the parts to fix it NOT ONE TIME did she say its only guaranteed for yearYOU are saying something totally different than the otherSincerely,*** ***
Sincerely,
*** ***

Good Afternoon Revdex.com-
We are very sorry for the failures. It does appear that the customer, since this
post, has spoken with several people at the supervisor level The offer was made to pick up everything up
for a refund, if the customer should choose to proceed with that.
The offer was made for compensation for the
failures, which has already been processed.
We hope that the customer will
allow us to complete the scheduled delivery on 3.27.17. We are very sorry that the paperwork was
created incorrectly and that the piece went out of stock and the customer was
not informed.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com-
We are very sorry that this customer continues
to feel that we are not taking care of the issues they presented. As a company we have policy that must be
adhered to. In refunding the delivery
fee we have already gone outside of that policy.
We offered the refund on the delivery fee
because of the failures on our part. We
recognized that we had inconvenienced this customer or such an offer would have
not been made
In an effort to try to make things right
for this customer I will authorize an ECard in the amount of $be sent to the
email address referenced on this complaint.
That would be our only and final offer for additional compensation.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry that the customer is having an issue with her power bed. We understand that this was purchased for medical reasons. We are very sorry that the customer has not been able to get any relief with the bed. The customer requested a review of her
concern from a manager. The manager agreed and set up the exchange, called the customer and left a voicemail. We were not able to reach the customer. We did leave a detailed message, we hope the customer is considering our offer will call in and schedule the exchange and will reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our attentionSincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Morning ***We are very sorry if you feel that there has been a lack of communication from your store. I looked into your account and see that the store has called you several times and it goes straight to voicemail. I spoke to the manager and he said he has left you several messages and has not heard back from you. The ottoman you ordered is no longer available, we would need to either have you pick out something else or refund you the money, and for either scenario we would need you to call the storePlease call them at ###-###-#### and when you hear Bob’s voice hit 1.Kindest Regards,Tracy S*Corporate Customer Care LiaisonBob’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
Thanks a million to Revdex.comYou guys made it possibleThey replace the sofa today and the problem is resolvedMe and my family is so happy after a month frustrationThank you God bless America and Revdex.com Regards *** *** ***

Good Afternoon Revdex.com- We are very sorry. When the error was recognized, that we had charged the customer for Goof Proof plan, when they are outside of a serviceable area, the customer was refunded the cost of the Goof Proof to their original method of payment on 1.8.18. The customer has
purchased from us several times, each time they have arranged their own transportation for the merchandise. They were completely aware that they were outside our delivery/service areaWe would love to be able to offer service everywhere. We do not have any technicians that are available on ***. Moving the pieces outside of service area does void the service warrantySincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: ***
I am rejecting this response because: I was asked to provide more detail to Bobs concerning my original orderThe delivery address for the furniture is *** *** *** *** *** ** *** the order was made by ** *** *** *** I believe the order was made under his phone number- ###-###-####The furniture was purchased around 12/and delivered around 1/prior to us moving in the house 2/He purchased a leather sleeper sofa and loveseat for our house warming gift.I recently put a complaint into Bobs and had nothing but aggravation with every rep I spoke to bouncing me back and forth to *** *** warranteeThe complaint number filed with Bobs was Please feel free to contact me if any additional information was required. Thank you in advance for your cooperation
Sincerely,
*** ***

Dear Revdex.com,
We are very sorry that this customer is having issues with the purchase. There is no record of the customer reporting
that there was any issue with the chair.
There are notes that the customer wanted to reselect on the entire set
If we are offering to include pieces
that are not defective, there would be a
usage fee involved
If the customer believes
the chair has the same issue as the sofa, we ask the customer to submit phots
of the issue with the chair seat. Please
take color photos, to the Revdex.com mediation site.
One close up of the seat showing the defect and one from a few feet
back, showing the defect. If we can
confirm that the chair has the same issue as the sofa, we can certainly offer
the reselection.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: ***
I am rejecting this response because:There imust be some misunderstanding as to the furniture in my home The present set I have does not require a third leg nor did it have one in the store when I picked it out I have a picture and will attach for your observation Also the original set I purchased was only in my home for a longer period of time because the color of the new set was one that had to be ordered As with this set and with the last in both instances I was told that there was a manufacturers structural defect by your inspectors They examined the sets extensively and I am sure that bobs does to some extent rely on the valuable knowledge of their inspectors I have visited multiple bobs stores in an attempt to find a living room set that I love on numerous occasions to no avail I really did have high aspirations for my present set as it is a full leather set and a style that I like As I said it is full leather and would like to replace it with the same Bobs only has three full leather sets in their stores, none of which come close to my decor or taste Keeping this set in my home, with its manufactures defect just leaves an avenue for something unpleasant to occur As for your offer to compensation, you did not state as to what the credit to *** *** would consist of.In light of this I am respectfully requesting a refund so that I may be able sit comfortably with guests in my own home
Sincerely,
*** *** ***

Good Afternoon Revdex.com-
This merchandise was purchased in 2012. The warranty expired in 2013. The Best Effort service is only applicable in
the delivery address. The damage
reported here would not be repaired or replaced under or Best Effort Service
policy. The pieces are no longer under
warranty so even if this customer was still in the same delivery address we
would not be able to replace them.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are very sorry that the delivery and purchase did not go
as smoothly as we would likeWe will offer to compensate the customer with a
Bob’s store credit in the full amount of the delivery fee. If the customer would like to accept the Bob’s
store credit in the
amount of $please respond to the Revdex.com that it is
accepted and we will have an ECard sent to the email address on this complaint. It normally takes to days for the customer
to receive the emailed card.
Sincerely,
Tracy Sanborn
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry that this customer is frustrated with the merchandise and the customer service they received. The merchandise was exchanged and the merchandise in the home is undamaged. The customer can call in to request an account review for compensation at any
time. The customer care agent will review the account and be able to base the offer on the multiple deliveries and damaged merchandise. We do offer compensation as a Bob’s store creditSincerely, *** *** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com-
We do believe that there was a failing on the part of
the delivery team. This has been corrected
internally. For the failing of this
first delivery attempt and for not being able to add this delivery on to
another date before now, we are very sorry.
Due to the contract this customer has with Acceptance
Now we only have the option of offering compensation in the form of a Bob’s
Gift Card. We hope that the customer
accepts this token of apology in the spirit in which it is offered. I have set up for the ECard to be sent to the
email address on this complaint. Please
allow 48-hours for processing. I have
submitted it for the entire delivery fee paid.
Normally we offer any type of 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
Kindest Regards,
Tracy S***
Corporate Customer Care Liaison
Bob’s Discount Furniture

Good Morning Revdex.com-
We are very sorry that this bedroom set 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 the *** *** desk in the store
for reselectionAs this customer has a
contract through *** ***, not with Bob’s this would require the contract
to be rewritten. 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 pieces in the home.
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 bedroom set. We will waive the delivery fee for new
delivery and pickup and disposal of bedroom set in the home
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: ***
I am rejecting this response because: They have not answered my question in the last response.
Sincerely,
*** ***