Blue Ridge Travel

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 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 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

Revdex.com:I would like to take this opportunity to Thank YouOnce Bobs Furniture store received my complaint from you the attitude, behavior the willingness to resolve this etcchanged drastically.They refused to fix the furniture BUT they did picked it up today.I am suppose to get a credit on my credit cardHopefully this goes through
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
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 I am very sorry that the missing hardware has
caused issues with plans you had set up.
I see that this customer has already
spoken with my colleague and it appears
the customer has been offered and accepted a return for refund, as this
delivery was not completed. Per the
notes, the customer needs to call back in with the original method of payment,
and schedule the pick up.
It does appear that we have sent the hardware, set up
the table and the missing chair is scheduled for delivery on 10.4.16.
If the customer is happy with the set in the home, we
can cancel off the pickup for refund paperwork and offer compensation for the
delay in having the delivery successfully completed. We do offer Bob’s Gift Cards as compensation
as a way to make it right for the customer
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Revdex.com:
The business has decided to schedule an exchange deliveryI have scheduled this for one week from todayI have reviewed the response made by the business in reference to complaint ID ***, and as long as the business follows through with the scheduled delivery, this resolution is satisfactory to me
Sincerely,
*** ***

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 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

Good Afternoon Revdex.com,
Please pass on our
sincerest apologies for the multiple failures that occurred to cause our
customer to become so disappointed in usAs of 07/01/this account
reflects an interaction with one of our Customer Care Leads and the customer’s
requests have been
metAt this time we consider this complaint closed and
apologize to the customer once again for any and all inconveniences that we
caused
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer
Care Liaison

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,
*** ***

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,
*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will respond if the check is not what was stated when the rep Sue and I spoke
Sincerely,
*** ***

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

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 *** *** ***

THANK YOU *** FOR RETURNING MY MESSAGE WE WOULD LIKE THE 100% RESELECTION TABLE AND 60%CHAIRS TOTALING HOW DOES THIS WORK WE WOULD GET LETTER STATING WE CAN GO PICK OUT ANOTHER DINING SET FOR THAT PRICE?OR IF ITS MORE EXPENSIVE I CAN PAY THE DIFFENCE?THEY WILL DELIVER NEW SET FREE AND PICK UP THE SET I HAVE AT THE HOUSE? THANK YOU ***

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. If the
customer accepts our offer we hope that they will reply to the Revdex.com mediation
service with their decision. We
thank
the Revdex.com for bringing this to our attention
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry that the customer remains dissatisfied. The delivery was made on 4.8.15. We had a tech to the home on to repair a small seam separation. We had a tech to the home for the frame becoming detached on one side; the tech was able to brace the frame and reported to us that the damage was not a manufacturing defect. It was damage caused in the home. We had the tech to the home for a seam separation. No mention was made during that service or after of any further issues with the frame. We serviced the frame concern in April of this damage was deemed to be non-manufacturing and there has been no further frame concern until the pieces were moved far outside of our service area. The pieces were moved more than miles. Due to this move, we are not able to offer any resolution for this concern. Per our Service Policy, listed on every sales order and reviewed and signed at the time of purchase- 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 merchandiseIn 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 You also have the option of extending our one year guarantee to FIVE years with the purchase of our Goof Proof Plus planIn addition to extending our one year guarantee to FIVE years, Goof Proof Plus also protects you from a variety of accidental damages you may cause in those FIVE long years! Call Bob's at ###-###-#### to report factory defects to your MerchandiseOur Customer Care Department is available 6:AM to 8:PM Monday through Saturday and 10:AM to 7:PM SundayCall *** at ###-###-#### to report accidental stains or damages to your Furniture within thirty (30) days of occurrence Kindest Regards, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

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

Good Afternoon Revdex.com,
I have read the customer’s concerns and I am able to offer
as a courtesy to cover the cost on the Goof Proof insurance on the new
order. I do believe after reviewing the
customer’s account this would be the only recourse we could offer at this
time. I
have updated the order to show
that the *** sectional that is scheduled to be delivered on 2/12/has the
insurance coverage
Please express our deepest apologizes to this customer; with
the new delivery we hope we can redeem ourselves to this customer
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison