Blue Ridge Travel

Good Afternoon Revdex.com,
We apologize to our customer for the
frustration and disappointment they are experiencing from this concern
-Small fissures on stone product are
considered a natural characteristic of the merchandiseThis is because it’s
not a crack it’s a vein that once
carried minerals that was formed in the stone
millions of years agoThere are multitudes of public information available on
a fissure being a characteristic for stone products and many consumers’
do mistake fissures for cracks While
markings, veining, pitting, and fissures are common, they do not affect
the quality of the stone. These characteristics are what makes each piece
of granite unique, stand out, and make it “natural.”
-Bobs Discount Furniture provides
product knowledge, such as information about fissures and pitting in stone
product in all of our showrooms so our customer’s are fully educated on the
product they are buyingWe always remind our customers that it is important to
keep in mind that any manufactured stone merchandise is a product of natureWhile
markings, veining, pitting, and fissures are common, they do not affect
the quality of the piece. These characteristics are what makes each piece
of granite unique, and make it a ‘natural product’
This table was deemed up to our
manufacturer’s standards. If the
customer does not feel it is up to their personal standards, then that is a
failing of Bob’s for failing to explain the products natural character before
the sale.
At this time we can offer two options,
we can offer to discount the table in the home, if the customer feels that they
love the table enough to live with the natural pitting. This would be a small discount as this was an
inexpensive piece. We can offer $back
on the table with the pitting and the delivery fee of $if the customer wants
to keep the table in the home in the condition it is in. Or we can offer to pick up the tables for a
refund of the price of the tables to *** ***.
Please advise which option would be
best and I will process the paperwork
Kindest Regards,
Tracy S***
Corporate Customer Care Liaison
Bob’s Discount Furniture

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

Complaint: ***
I am rejecting this response because: if you look closer at the purchase date you will note that my item was purchased less than months ago , NOT over one year ago!! Second, my next action will have to be a legal one in nature since two companies , meaning Bob's Furniture and the Revdex.com are unable and unwilling to help me . The funny thing is I lived in my current home over 27yrs and never had or have seen a bed bug until I purchased my bedding from BOB'S FURNITURE less THAN MONTHS AGOI am extremely disappointed since I never asked for anything more than a replacement bedI never asked for a monetary amount, never asked for the cost of extermination, just a replacement bed!!
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. The customer has accepted our offer and 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 Day Revdex.com,
We have reached out to this customer directly
to address the issue. We have made an
offer which has been accepted. Thank you
for bringing this to our attention,
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate
Liaison

Good Morning Revdex.com,
Please pass on our apologies to
the customer for the inconvenient nature of this complaint and the concern we
can acknowledge it is causing them to experience
Our records indicate that this
mattress was received into the home in January of Several months
ago
(July of 2015) we spoke to this customer regarding this concern as they filed
with another complaint agency, below is a portion of the report provided to us
from this alternate agency:
“Caller
stated that she discovered that there was mold on her mattress when her
grandchild accidentally wet the bedShe is not sure how long the mold had been
there because she has never lifted the mattress.”
The Bobs warranty on the mattress provides coverage for factory
defects, our business sent a technician to the residence on 06/16/to
inspect for any factory defects and his report indicates no factory defects present
Due to the occurrence of mold stemming from an accident that
happened in the home and far beyond any control of our business (as the
furniture retailer) we are regretfully unable to provide recourse for this
concern
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: *** I am rejecting this response because: it is true that didn't provide the exact information of the order because it was a long time agobut I made the research and I have the exact information of that orderthe order number is *** and it was placed on march 1st and was delivered to *** *** *** on march 7th and the name under the account is shmuel majer the number is ###-###-#### and the cost of the product including the delivery charges and tax and the ghoost proof protection was so please review this information Sincerely, *** ***

Complaint: ***
I am rejecting this response because:My complaint was how the customer care representatives handled the situation They were not the party resolving the issue After contacting a store manager explaining I wasn't receiving any assistance, he then offered to replace the chair I'm appreciative to him, however my complaint stands with customer care department
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and will accept this resolution under protest 01/24/
Sincerely,
*** ***

Good Afternoon Revdex.com- We are very sorry for any frustration the customer is feeling. The depot has advised us that they have reached an agreement and customer has accepted a settlement The check is being issued next week. We are very sorry for any delaySincerely, 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 us
I 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 have an exchange set up for 6/24/
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

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

Good Morning Revdex.com-
We are very sorry that we were not able to
complete the delivery and set up for this customer. That is not the experience we would want any
of our customer’s to have. We have
checked on the refund, it has been processed correctly and released to
the
customer’s Visa card. We are sorry we
lost this customer’s trust.
Kind Regards,
Tracy Sanborn
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 made
in October and at that time the customer purchased the option of *** ***
*** Please see attached flyer
given out at time of purchase, which clearly shows the types of damages that
are covered
This warranty has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this warranty is through a third party
company, ***. *** covers the
merchandise for accidental damages.
Accidental damage must be reported 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
misuse or abuse of the merchandise.
*** has accepted the claim on the piece regarding the
pet urine stain. This is absolutely considered
an accident. The moving damage is not
considered accidental. The customer
called into *** and explained that they had to make two attempts to bring
up the sofa because it was getting stuck.
If the customer saw there was potential for damage and forced it up that
is not accidental. That is a
choice. *** has set up for a
technician to come to the home to repair the damage from the urine
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

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,
While we apologize to our customer for any disappointment they have experienced
while using their protection plan this dispute is in relation to a claim for
service through an entirely different business (*** *** ***)
*** has the right to deny
claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied
While we truly wish we could, we are unable to force another business into
overturning a claimThe customer
reported that the damage was done during the use of the piece; this is
not an accident and so was denied*** responsibility under the *** *** protection is only for accidents.
Bobs Discount Furniture’s responsibility under the *** *** Plus Plan
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is believed to be related to a defectI have ordered two stretchers to be
delivered to the customer’s home. We do
have to order these directly from the vendor, so the customer can expect to receive
these in about days. If this customer
wishes to have a tech to the home to install the stretcher, once the part is received,
the customer can call in to schedule an installation.
We apologize for the lack of clarity on the *** *** insurance, and which company covers what.
If the customer reported that the chair was broken because someone
tripped and fell on it, then that would be a claim to submit to ***, if it
is not an accident, or the customer is not sure, they should call us.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com-
Please pass on our sincerest apologies for the
inconvenience this has caused our customerWe can certainly understand the
customer’s frustration
Obviously correct procedure was not followed in this delivery. We are very sorry that this customer had to
endure a
failure such as this. It does
happen quite often that team’s go to a customer’s home and the customer is not
there. We have a procedure in place for
these instances. The agent is supposed
to confirm that the team is there inside of the timeframe given and then call
all numbers on the account then if we have not reached the customer, we can
take a description of the customer’s home.
The agent called the main number on the account and took the
description. We have followed up with
both of the supervisor’s for the team and the agent as both failed to perform
their jobs correctly.
At this time it appears that the customer is reaching back out to ACCEPTNOW to
discuss the merchandise on the order. We
are very sorry for the issues this customer has experienced; there is no excuse
for these failures.
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care 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,
*** ***

Good Morning Revdex.com,
We apologize that this customer is so unsatisfied with our return and
cancelation policyWe try very hard each day to honor our customer’s requests
to the best of our ability while still seeking to balance the needs of our
business The last page of the sales
invoice, which is signed by the
consumer prior to leaving our retail location, has clear and concise
information regarding our refund and cancelation policies
The first line listed under ‘Refunds and Cancelations Policy’ indicates why we
are unable to take back the power bed bases. Furthermore, in this
customer’s scenario we have fully honored the ‘Mattress Satisfaction Policy’ we
expressed (whether it is by written and/or verbal confirmation) at the time of
salePlease note that as the power bases act as the mattress’s foundation it
can also be concluded by most third party views that we list these as not
eligible for return within the ‘Mattress Satisfaction Policy’ (I have
highlighted and underlined this point for your review)
REFUNDS AND CANCELLATIONS POLICY
You may request a full refund on orders
for stocked merchandise at any time up until the time we deliver the
merchandise to you or until you pick it up
MATTRESS SATISFACTION POLICY
Our goal is to do our best to ensure that
you are happy with your mattress purchaseIn the unlikely event that your
mattress has a factory defect, we will replace it during the stated
manufacturer's warranty periodIf you are unhappy with the comfort of your
mattress after having slept on it for thirty (30) days, please call our
Customer Care Center at ###-###-#### within sixty (60) days of your delivery
and one of our representatives will arrange for you to make a onetime
re-selection on your mattress onlyFoundations
within the same manufacturer are not included in our Comfort Assurance Policy
We will charge or credit you for any price difference between the original and
the re-selected mattressesCredits will be issued based on the original method
of payment via the guidelines stated aboveWe will charge you our prevailing
re-delivery fee to cover the costs of delivery for the re-selected mattress and
piof the original mattressIf you do not re-select another mattress, we
will refund the full purchase price less our prevailing delivery fee
This customer does have until 7/28/to request a comfort reselection on
the mattress if they choose
As a business we have not failed this customer, we delivered the merchandise
that this customer selected in the condition we promisedOur policies are
clearly notated on the documentations the customer was provided and we respect
the authority of these policies and procedures in honor of keeping all
resolutions fair and adequate for all consumers alike
We do appreciate the mediation assistance of the Revdex.com and apologize to the
customer again that we have no further recourse to offer relating to this
concern
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison

Complaint: ***
I am rejecting this response because: My Tv was working fine before the delivery guys came the night before I slept on the my bedroom floor and watch my tvI have no problem with shipping my tv to bobs furniture in *** ** for someone to see the damage that was done to the tv, at the time of my delivery I been trying to deal with this since May and the cost of a new tv will not be $I spent over 2,for the delivery guys to come in to my home and brake my televisionI have no problem with taking more photosThe guy I spoke with representing bobs was very rude and unprofessional about the bad delivery I received in MayMy first delivery in May was terrible they broke my Tv and my bed was put together wrong I took of work to meet my delivery time, and my bed was throwing together and my rug wasn't even on the truckI had to stay on another day for them to delivery my rug and to fix the bedAnd than they didn't know what was going on or what needed to be fix no notes or anything but I did show them the bed and how it needed fix and they just throw my rugBobs delivery is horrible
Sincerely,
*** ***