Blue Ridge Travel

Good Morning Revdex.com, *** *** *** ***
We are sincerely for the multiple issues you have had to endure
with this bed purchase. I absolutely
feel that we as a company have failed you.
The bed shouldn’t have been delivered with the broken light fixture, but
that may have happen
being jostled around in the truck. The first agent that set up the service,
should have either exchanged the headboard or ordered the part, not scheduled a
service, wasting your time. The only
part of the complaint you made that I don’t agree with is the comments that you
believe the bed was used. That part is
not possible. It may have been a very
poor choice of words from the tech, or maybe a language barrier where the tech
did not properly explain himself, but we do not sell used beds. I think he may have meant to state he has
serviced this model of bed before, not that exact piece. I was not there, I do not know how the
conversation went, but I do know that we do not sell merchandise returned from
a customer’s home
I will grant the request for the refund back to *** ***,
because I believe it is the correct thing to do to make this right for these
customers
I have already processed the paperwork and the customer just needs
to call in to schedule the pickup.
Please see attached a copy of what will be refunded to *** *** once
we have completed the pickup. Please
noted *** *** may take billing cycles to post credits to a customers
account
Kindest
Regards,
Tracy
S***
Corporate
Customer Care Liaison
Bob’s
Discount Furniture

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,
*** ***

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

Rob, the store Manager of the *** ** location took the time to resolve this dispute. Rob is a great example of a Manager that would not let a deal die due to customer complaints. He tried his best to have the furniture delivered when I was told by others that "Well that is not
going to happen today". Rob made sure my furniture was found and re-delivered on the date promised. Without Rob, this would not have been possible. I do feel the delivery issues still need to be addressed with management. It was a pleasure working with the *** sales staff and visiting that location, the problem I experienced was with the delivery staff. No truck should leave a facility without inventory being done to make sure all items are on board. If an item is missing, the client should be contacted immediately to see if they want to wait for all pieces to arrive.A great big thank you to Rob, he saved this account by going above and beyond. There is no need for any follow up, this case can be closed. My only hope is that Management is made aware of the issues and addresses them so that future clients are not affected 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. We have tried to get this customer an
appointment on a Saturday or on a Wednesday after 4pm. It is not something that our routing
department has been able to accommodate.
We have offer this customer alternative resolutions. We are hoping that they will consider our
offer. We are able to offer this customer
the service, we are just not able to work with the availability the customer has.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Complaint: ***
I am rejecting this response because: the bed we bought and the bed delivered were two different bedsWe had to go back in and do the exchange and that is when we saw our bed we laid on marked "clearance"The Sales lady said " you must of gotten the newer version which was much firmerI believe this is called "bait and switch"Plus corporate customer service kept blaming us when all along it was you guys sending a bed we never tried outWE spend many hours on the phone and time going t the store to exchange the bed, that was now marked clearanceI was having MAJOR back surgery on 3/and didn't have the time to go though all of thisPaula and I feel the price difference should be credited back to our accountNo of this would have happened if they delivered the bed we bought
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,
*** ***

Good Afternoon Revdex.com,
Please pass on our sincere apologies for the concerns our customer
has experienced with the delivery of their merchandise
We have verbally confirmed our customer’s acceptance of their
merchandise and complete satisfaction with their order/ complaint
today
(11.17.2015)
Based on our direct communication with this customer our business
considers this concern closed as resolved at this time
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Morning Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with us
Regretfully I am unable to locate any account information that matches this
consumer’s complaint within our internal records
I have looked under the name, phone number, and address provided here and can only
access a sales order for (under a man’s name who may be the fiancé mentioned) a
bedroom set and sectional that shows 100% successfully delivered on
I am hesitant to believe this is the account as the customer is asserting that
they have had several deliveries from us
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 purchase
If the invoice number is unavailable
please ask if the customer can provide the original delivery address for this
merchandise or any alternate names/ 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,
Stephanie ** G***
Bobs Discount Furniture
Customer Care Corporate Liaison

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,
*** ***

Complaint: ***
I am rejecting this response because: When buying the bunk bed and fire place and our bed room set we were told that the goof proof we purchased covered all items listed, this is what we were told by the sales personThe damage to the bed was the fault of the delivery personal and I have called time after time after time to get someone out here to fix it, and still it is brokenThis goes for our loveseat that was NOT fixed in nor was the reclinerI called time and time again after this as well to complain about the items NOT being fixed and was told that the Goof Proof company would get back to me, when NO call came in I called Bobs again and spoke to customer service and explained everything againWas again told Goof Proof would contact me, this went on for months. The Fireplace has been replaced as of this point however the fireplace we received is NOT the exact same one that we bought originally, we were told this by the installers and were also told the brackets to hold the fire place in place were NEVER put in when installed in the first placeI contacted the store and was told NO we do not give away brackets for installed items, so I have a fire place that can easily slide backwards out of place
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 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

According to Bob's Discount Furniture's Responds, delivery was not at my house as they stated at 2:22pm because when I called customer service to ask why my furniture was not delivered it was at 1:20pm the same day I find it difficult to believe that I called customer service at 1:p.mabout my furniture and in their defense they're saying delivery was at my house at 2:p.mwhich does not make any sense at all which means they're lying once again it's too bad the employees at Bob's Discount Furniture believe all the lies they tell over and over again A sales associate from Bobs even called me at 1:47pm to reschedule delivery for days later I've read the reviews about Bob's Discount Furniture and saw nothing but a customer Complaints and most of the customers were talking about how the employees continue to lie about delivery as well I wish I had done my homework prior to going to Bob's but lesson learnt Never again will I make the mistake buying furniture from Bob's or will I recommend them to friends or family based on the horrible experience they have put me and my family through.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Good Afternoon Revdex.com- We are very sorry that the customer was left feeling frustrated. This was escalated and the customer is set for an exchange on 10/19/17. We hope the new table will bring many years of happiness to this customer. Sincerely, Tracy S*** Corporate Liaison
Bob’s Discount Furniture 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 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
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

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
Goof Proof.
This merchandise was delivered with a one year manufacturing
warranty.
The warranty this customer is referring to is a protection
plan through a third party company, ***
*** covers the merchandise for accidental damages for five years. Accidental damage must be reported to
*** 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.
Our technician was sent to the home for a Best Effort
service. This is a courtesy service we
offer for customers who are outside of warranty. This service included the tech tightening or
adjusting merchandise and filling cushions is applicable. Seat cores flattening over time is not a
manufacturing defect. Parts are not
included in Best Effort service. We have
attached the Service Policy from the customer’s sales order and the Goof Proof
tear sheet they were given at the time of purchase for review.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

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,
*** ***