Blue Ridge Travel

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,
*** ***

Complaint: ***
I am rejecting this response because: 1) the date of the 3rd failed delivery was 2/not 2/so their own reply doesn't even have all the factsDoesn't address the fact of nails/screws being left on my driveway and in my home2) I have dealt with layers of their customer service support system, and the final attempt to contact me, the gentleman, named John, left a vmail, and told me all he can offer me is $100, and that he considers the matter closedThis call was Friday evening 3/3, while I was driving home, and unable to answer the callWhen I called them back, I was informed that he had left the office for the eveningSo he literally called, at a time that he'd likely get my voicemail, and then left, as I was his last call of the day...really?!!? Nothing in my communications directly with this company has resulted in anyone truly understanding the level of frustration and disappointment I feel towards them, as I have dealt with them numerous times before without a single incidentAnd the fact that I am continuing to deal with this.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
They kept their item in my home when I asked them to take it back and I was told they would pick up in a few day when they make the next deliveryMy home is not a storageMy kids where deprived of their room and not to mention getting hurtThey not even realize the implications of it
Sincerely,
*** ***

Good
Afternoon Revdex.com,
We have
been unable to correct the set in the home and have offered this customer alternate
recourse to try to make this right. We
are very sorry this is an ongoing issue, causing great inconvenience to our
customer.
Tracy
S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: ***
I am rejecting this response because:THIS is totally not true JUST FYI WHEN THEY CAME TO TAKE THE FURNITURE THEY HAD TO CALL THE CUSTOMER SERVICE TO TAKE THE MATTRESS AND THEY CALLED AND GOT THE OK TO LEAVE IT BECAUSE THEY SAID IT WAS APPROVED SO NOW WHY ARE WE GOING BACK AND FORTH WITH THE SAME NONSENSE THIS IS TOTALLY REDICULIOUS, BUT I WOULD HAVE NEVER RECEIVED THE NEW COUCH IF I HAD OR HAVE A DEFICEITWHY WHY WHY DO I HAVE TO KEEP REPEATING MYSELFI EVEN WENT INTO THE STORE AFTER I FOUND OUT I HAD THIS PROBLEM AND THEY COULDNT FIGURE IT OUT WHY WHAT IS THIS SAYING ABOUT BOBS I WASTED ALOT OF TIME AN IT IS NOT A NICE.
Sincerely,
*** *** ***

Complaint: ***
I am rejecting this response because:The mattress was not part of the *** *** agreementIt was in fact separate and I was given a day return policy by bobs storeAlso, when I returned the furniture, I had to speak to a bobs representative about the mattress and was adviced o would get a full refund since the mattress was never usedF
Sincerely,
*** ***

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with usI see that this customer has already spoken with my colleague and it appears the customer will be working closely with *** to rectify the situation and reach
a satisfactory outcomeWe agree that the customer has waited more than an acceptable amount of time already. The customer has already reselected to other merchandise and is currently scheduled for the exchange for 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 wasted Kindest 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 delivery experience with us
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Heidi 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
wasted
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good
Afternoon Revdex.com-
I have
reached out to this customer directly to offer recourse. Due to this a requirement for medical
reasons, wanted to avoid any further delay
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Dear Revdex.com,
We are very sorry that this customer has had issues with the bed. We have sent the remote control to the
customer *** ** overnight. Tracking number is *** It should be
received 9.15.16. We can certainly offer
compensation for the past week
that the customer has not had a functioning
bed.
As far as the timeframes for delivery, each customer
receives a four hour window in which we anticipate the team’s arrival. For service tech’s we offer a two hour
window. Our routes are set
geographically to allow maximum efficiency.
While we try to honor all timeframe requests, there are times where it
is not possible. For the delay in having
this rectified, we are very sorry.
The remote should just plug inOnce you have received the part and the bed is
functioning properly, we can offer compensation. Compensation is offered as a Bob’s Gift Card
and is based off of our failures only.
We are not able to offer compensation based on lost wages or a customer’s
time. Compensation must be equal across all
customer demographics.
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 experience with usRegretfully I am unable to locate any account information that matches this consumer’s complaint within our internal recordsI have looked under the name,
phone number, email address and street address provided here and cannot find any account that matches this complaint Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchaseIf the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any alternate phone numbers that may bring up their account records We ask that the customer responds to us thru this Revdex.com channel so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S*** Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Good Afternoon Revdex.com-
We are very sorry that this customer is not completely
satisfied with the *** sleeper purchased from Bob’s in January 2016. I have reviewed the service technician report
from November and the photos the tech took while in the home. I agree that a part
order would be the best
recourse. I have created that part order
and the two seat casings will be shipped directly to the home. These parts are ordered directly from the
vendor and must be shipped. This customer
should expect to receive the casings the first week of January. We apologize for the inconvenience.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with usRegretfully I am unable to locate any account information that matches this consumer’s complaint within our internal recordsI have looked under the
name, phone number, and address provided here and am able to locate sales from and only. Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchaseIf the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any alternate phone numbers that may bring up their account records We ask that the customer responds to us thru this Revdex.com channel so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S*** Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Good Morning Revdex.com,
Please
pass on our apologies for any confusion experienced during the requested
service interactions for this concernThe customer’s invoice depicts a
purchase date of (not 2014) and the first appointment that was
created for (two men) was created
in error by the associated
customer care agentThe agent set up paperwork to send out a delivery team to
this customer’s residence instead of a service professionalOur records
indicate that the delivery team arrived as they were told to do but realized
shortly after arrival that they were set up for this stop in error as there was
clearly no assembly neededUpon calling this into our offices the appropriate
paperwork for a factory trained service professional was created and scheduled
for
Please see
the attached picture in reference to the technician’s visit from
We
apologize again for our error in scheduling and have begun addressing this
agent’s failure directly with this agent internallyWe are unable to respond
to damages that are not the result of a manufacturing failureThe picture
depicts a damaged area on the inside back of this item and we stand behind the
integrity of our technician’s report that this is not the result of a
manufacturing concern
Should the
customer wish to use the protection plan they purchased for accidents they can
most certainly contact the *** company who manages this coverage on their
ownPlease be advised that *** requires an accidental incident (happening
within the last days) causing said damage be reported for coverage to be
applicable and they can be reached at ###-###-####
Bob's Discount
Furniture prides itself on standing behind the merchandise we sell in the event
of a defect however, to remain fair to all of our customers there are some
scenarios where recourse is not an optionWe apologize that we are unable to
respond to damages that have occurred beyond the warranty specifications and
beyond the control of our business
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: ***
I am rejecting this response because:when I originally sent back the defective merchandise the first time and received the table I have now I called to make sure that I had goof proof plus on on the table and I was assured I didit is not my fault that you made a mistake in your record keeping and it was not discovered until now that you had the wrong table in your system and you where giving me the wrong information a ll this timeNow that I need the protection you are telling me sorry$towards a new table is not acceptable we return the table for percent less and I have to pay for shipping is not acceptableI purchased from Bob discount furniture and purchase the protection in case of a problem.The fact that the parts I need a no longer available brings me to the part that I'm confused about if I had ,which from my point of view I did, have goof proof protection what would you do in that situationI don't think you would tell a customer with a with no confusion on coverage sorry here dollarsI think I should be treated the same way Complaint: ***I am rejecting this response because:when I originally sent back the defective merchandise the first time and received the table I have now I called to make sure that I had goof proof plus on on the table and I was assured I didit is not my fault that you made a mistake in your record keeping and it was not discovered until now that you had the wrong table in your system and you where giving me the wrong information a ll this timeNow that I need the protection you are telling me sorry$towards a new table is not acceptable we return the table for percent less and I have to pay for shipping is not acceptableI purchased from Bob discount furniture and purchase the protection in case of a problem.The fact that the parts I need a no longer available brings me to the part that I'm confused about if I had ,which from my point of view I did, have goof proof protection what would you do in that situationI don't think you would tell a customer with a with no confusion on coverage sorry here dollarsI think I should be treated the same way any customer should be treated that there was no question about the coverage oneven though I realize there will be additional cost to you.please remember my firstpoint that you told me that I have coverage on my furniture in fact you even sent the representative to my house under the assumption that I have coverage! that's when you realized your error
Sincerely,
*** ***

Dear Revdex.com,I spoke with *** regarding this issue on June 17, 2015; after reiterating her concerns to the sales manager of our *** store, he agreed to honor her requestA $store credit was applied to ***'s account and a new order for the power recliners was entered; delivery is
scheduled for June 26, 2015.The recliners *** purchased are available with either the power or manual option; the power is what was displayed on the showroom floor, yet she was charge for the manual recliners-which we deliveredThis issue is set to be resolved upon completion of delivery on, June 26, 2015.Thank you,*** **

Good Afternoon Revdex.com,Responding to Bobs FurnitureThe only reason why Courtney was so helpful because I basically told her I was taking the bed down to her store and explaining to all their NEW customers how much of a failure they areBobs is not doing me a favor by making me a offer on a bedThe only reason why we received all the pieces is because I would not stop callingImagine, I work a full time job, have two kids and now I have to deal with a bed issue! Give me a break! We lost time, money and patience with them! is not enoughI would love to speak to the CEO about this issue He claims his number one priority is customer satisfaction, why I wonder if he realizes how many customer aren't. As I stated beforeThis isn't an issue I am letting goI tried to be nice and gave them numerous chancesLook at the times I called and how many times I did Bobs, do something right!
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:i rreceived a phone call after this response was relieved advising me they would be scheduling someone to come to our home and to expect follow up in a few daysNearly days later I have received no such follow up as promisedIt seems as though bobs cannot get on the same page as one response different from the nextI have allowed for ample time to at least be followed up withAt this point, I'd like that pick up be arranged and I will chose a different sofaBecause this has been such a negative experience I would like Theo chose a new set, should there be a remaining credit that is the oot be refunded to the other credit card used to make the purchaseThis sort of customer service is unacceptable in any capacity and the ball has been dropped too many times right from the startIf I do not receive communication within hours a certified letter is to be sent to the state attorney generals office as well as all necessary corporate employeesThis experience has been just as atrocious as the furniture itselfAs stated previously, bobs has had more than ample time to implement a resolution of some sortThis game of bait and switch will be reported
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** the nameon the order is *** *** under phone number ###-###-####With the delivery address of: *** *** *** *** ***
Sincerely,
*** ***

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with usI see that this customer has already spoken with my colleague and it appears the customer will be working closely with Rowan 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 wasted Kindest Regards, Tracy S*** Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here