Blue Ridge Travel

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 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

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

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 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

Complaint: ***
I am rejecting this response because: there was trying to save a sale, you company didn't put the refund in correctly and your system failed, yet again, I was told with your employees and that held up us getting our money back
Sincerely,
*** ***

Good Afternoon Revdex.com- We are very sorry that the delivery caused undue stress. We agree with the amount of compensation that was previously offered. If the customer would prefer, we can cancel the store credit and have the monies applied back to the original method of payment, ***
*** If the customer would like to have that process, please accept the offer through the Revdex.com and we will reject the store credit and process the refund of the $back to *** *** Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

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
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

Good Afternoon Revdex.com-
We are very sorry to hear of this customer’s concern. I am not able to locate any account under
this information. I have checked the
phone number, address and customer’s name.
We can certainly address the issue presented here. There seems to
be confusion with the
MyBobs.com online OUTLET and the OUTLET locations within some of our
stores.
The online OUTLET does offer delivery on any items purchased
through the MyBobs.com site. We do
charge a delivery fee, on a sliding scale for this service. This merchandise is brand new, factory fresh,
sold with a manufacturing warranty.
The OUTLET area located in some of our retail store
locations has never offered delivery as an option. There has never been any plan to offer
delivery from these locations. The
merchandise in these areas is sold “As is, no warranty, no delivery, first come
basis only”.
There can be no discrimination as this policy applies
equally to all customers. We are very
sorry if the difference between the online OUTLET and the store OUTLET was not
clearly explained.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

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,
*** ***

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,
*** *** ***

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

Good Afternoon Revdex.com- We are not able to offer a refund on the pieces in the home. The customer can call in to schedule the exchange or can call in to discuss a concession (discount) on the pieces, with the discount being applied to a Bob’s store credit. Kindest Regards, Tracy S*** Corporate Liaison

Good Afternoon Revdex.com,
I am sorry that this process has been extended for this customerWe thank Revdex.com for their continued mediation in
our effort to make this right for the customer
I have had the opportunity to listen
to the call that the customer has taken objection to. I do not believe that the agent meant to be offensive;
it was a very poor joke. It was not
professional whatsoever. It is not how
we expect anyone to speak to a customer, the agent has been counseled.
Due to the multiple failures on the
part of Bob’s and our contracted delivery company, taking into account how long
it took us to complete the delivery and that the customer was left to correct
issues on his own, we are willing to offer the following to compensate this
customer.
I would like to offer to refund the
customer 40% of the purchase price of the merchandise. I will also refund the delivery fee paid and
the goof proof insurance paid.
$X 40% =$ PLUS
$DEL AND GPP INS $FOR A TOTAL REFUND OF $TO GO BACK TO
*** *** ACCOUNT
Please no
accepted this would eliminate all warranties, manufacturing and accidental,
merchandise would be considered as is
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
While I can personally identify with a consumer’s need
for an apology outside of making the concern right, we have worked at a higher
level to make those requests happenAny compensation agreement is to be
discussed after the customer has been fully satisfied with the
merchandise they
paid for and a form of apology is usually processed by gift card, for this
customer we initially offered a monetary refund, we have already refunded
$back to Wells Fargo as an apologyWorking beyond a structure that is
set in place to keep things fair for all consumers is a retailer’s way
of applying empathy and accepting responsibility for a customers concern
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
I am willing at this time, due to the stress we caused
this customer, make a one-time offer of an additional compensation of $as a
Bob’s Discount Furniture gift card
Kindest Regards,
Tracy S***
Bob’s Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry that this has not been resolved. We last spoke with the customer in
November. We had offered compensation,
which was refused. We had offered far
above what our policy allows for compensation.
Our offer still stands
if the customer would like to receive the
compensation that was offered at that time, we will be happy to process that
paperwork so that the customer can receive the refund as a corporate
check.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Dear Revdex.com,
We are very sorry that this customer remains dissatisfied. We absolutely stand behind the quality of our
products. We have offered reselection to
this customer for the pieces in the home.
That offer stands, when the customer chooses to accept it. We would not be able to grant the customer’s
request.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Revdex.com:
I have reviewed the response made by the business They did replace the two pieces of the broken couch finally however we did not receive any compensation for the delivery fee.
Sincerely,
*** ***