Blue Ridge Travel

Good Afternoon Revdex.com-
We are very sorry. We
have no doubt that if you post any complaint on social media you will have
other people agree and post their story as well. It has become part of our current culture
that customer’s believe that negative reviews will get them the result they
seek. We look at each complaint and
research the details of each complaint.
If we believe the complaint has merit than we absolutely offer a
resolution.
We do have some parts available for this set. If the customer could send a picture of the
damage, I will see if there is a part available to rectify the damage. This would be offered as a courtesy, if the
part is available
Sincerely,
Tracy Sa***
Corporate Liaison
Bob’s Discount Furniture

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,
*** ***

To whom it may concern, I’m writing to inform you that we have come to an agreement and the aforementioned complaint has been amicably resolvedNo further action is needed therefore you can closed this complaint Thanks, *** ***

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: 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, *** ***

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

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,
*** ***

Complaint: ***
I am rejecting this response because: As stated in my previous phone calls and written responses to Bob's, I do not agree with their assessment of this situationThey are and continue to hide behind this policy of one size fits allThat all situations are the sameTo say " we are not going to change a thing for any certain customer" is a horrible business planAny successful business with integrity would never act like thisThis couch fell apart soon after purchase and honest store employees confirmed that they had a lot of problems and complaints from customers after purchaseThese are the facts and at this point I would only be repeating myselfOn a side note Bob's stores has already lost many previous customers including my family and close circle of friends who are appalled at the continued "tough luck" response from Bob's who just don't care once product leaves the storeA picture can tell a "thousand words" and the court of public opinion can be very very powerfulI believe I am right in this matter and I am not going awayI don't know what next steps are if any from the Revdex.com but I would like to thank them for providing this service for helping consumers such as myselfI will also reach out to consumer advocacy groups and then possibly social media platformsThis has gone far beyond the small monetary value of my loss and more about a company who admits to no wrong and brings nothing to the tableShame on them
Sincerely,
*** ***

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
*** *** ***
This protection plan 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 plan 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
everyday use, misuse or abuse of the merchandise.
We have reviewed the photos and the tech report. The concerns are not the result of a
manufacturing defect. They are the
result of wear. It does appear the set
has not been conditioned properly.
Leather, like all skin will dry out if not kept conditioned. If leather dries, the top coat can easily
peel or flake
As this damage is not the result of a manufacturing defect
we are not able to offer any resolution
Kindest Regards,
Tracy S***
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
*** has been in contact and has approved a replacement chairAuthorization has been sent to Bob’sFurniture StoreWe will visit our local Bob’s store in the next 2weeks
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I thought that my fiance was on a secure line and after I already did the complaint that is when he told me he was never told that If he was transferred and tracy reviewed the creditcard information she should be on a secure lineI work in a compliance department so I know how things work for the credit card information and you have to deal with the authorized signer for the credit card information and youI wasnt told of the secure information until after is becaise he didnt know how important it was.
Sincerely,
*** ***

Good Morning Revdex.com,
This claim has been fully resolved by our business as of
The customer wrote to us directly thru an email channel and I
personally responded to the customer thru email back in March
The customer accepted an even exchange of a replacement
ottoman on
Thank You,
*** **
Bobs Discount Furniture
Corporate Customer Care Liaison

Dear Revdex.com,
We are sorry for any misunderstanding.
Our response asked that the customer call into customer care for an
account review for compensation.
I see that this customer has already spoken with my
colleague and it appears the customer has accepted the compensation that Becky
offered for the concerns
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 Mr***,Thank you for considering Bob's Discount Furniture for your home furnishing needsI apologize if you were misinformed regarding that the expected time frame for your refundYour sales invoice explains our refund policy and reads as follows;For any refund, except as
otherwise noted, we will credit the same credit/debit card account on which you charged the original transaction, or we will mail you a refund check from our Corporate Offices within sixteen (16) days if you made your payment by cash, check, traveler’s check, or money orderFor purchases made by debit, you will need to come into the store with your debit card to receive the credit or we will mail you a refund check from our Corporate OfficesWe can only issue checks to the person(s) listed as the sold to party on the original sales order.I have conferred with our Corporate accounting department and was assured that your refund was released back to our credit card company on May 5th; I expect that the funds will be available to you within the next 3-business days, if you have not received them by nowIf the refund does not post to your credit card by May 12th, I would recommend that you contact your credit card company.Bob's Discount Furniture appreciates your business and we apologize for any inconvenience we have caused.Thank you

Good Afternoon Revdex.com,
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 (*** Protection Products)
In an effort to ensure our customer’s claim was handled fairly I was able to
obtain the denial reasoning and photos of the damage in reference to this
claim*** is a third party insurance company. Like any other insurance policy they accept
claims that are submitted with when the damage occurred (within days of
being reported) and how the damage occurred (to show that it was an accident
and not misuse)
*** 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 there was damage to the top of the dresser from a phone being
moved across the top and damage from keys being dropped on the top. By *** guidelines this is not a
verifiable accident. These are
preventable damages
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry if there was any miscommunication with the
exchange timeframe. We do not offer
Breakfast with Bob’s appointments for exchanges. This is a service only offered for new deliveries. We understand the salesperson did offer to
send this request for the customer. All
timeframe requests are requests there is no guaranteed timeframe. The account is noted that the customer is
entitled to compensation for this error on the part of the store. We do offer compensation for any errors that occurred
on the part of Bob’s. This is based
solely on the error and is offered as a Bob’s store credit.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good
Afternoon Revdex.com,
We
sincerely apologize to this customer. We
do believe waiting months for a part is unacceptable. We have reached out to the customer already
and offered to exchange the damaged chair, that is scheduled for Wednesday
6.22.16. We encourage the
customer to
advise if there are any other issues
Kind
Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that the first proposed option is the best for our interest.The first proposed resolution is: "we can offer to provide the customer with a store credit for the price paid on the item so that they can reselect to a different sofa from our current line upPlease communicate to the customer that should this option be accepted we will cover the delivery charge of the new merchandise and expect to remove the current sofa from the home on the same date we deliver the new selection."
Sincerely,
*** ***

Good Afternoon Revdex.com- We are sincerely sorry for the error that occurred that caused incorrect furniture to be delivered. The store has already taken step to compensate the customer for this concern. Part of the complaint is based on the customer not being able to get a definite
answer on the anticipated date for the correct pieces to be delivered. We can completely understand the frustration with this. We do always advise customers with a long range, worst case scenario date. For this particular vendor, special orders do typically require to weeks. There is no way to expedite this, even when we have failed. We do not make the pieces, we must reach out to the manufacturer to request the merchandise, which is then custom-made and shipped specifically. We try to advise every customer when a special order is created that they should only reach out to the store for updates. Customer Care agents are not able under any circumstance to see when special order merchandise is expected. The store gets a report from our merchandise department advising them on the orders the vendor has shipped. Only the store can provide updates and only when they have received this notification. We are sorry, in this area we are unable to be transparent until we receive this notificationSincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture

Good Afternoon ***
I sincerely apologize for the
inconvenience the availability of your part order has caused youI can
understand your frustration. I truly wish we could have gotten this
merchandise to you sooner
Parts are ordered directly from
the vendor, they
are not something we keep in stock. This particular vendor does have an estimated
ship time of days. As we do not
manufacture merchandise ourselves, we are forced to rely on our vendors to ship
parts when necessary I am not aware why
the vendor has been delayed in shipping this part out. I see the part was paid for at the end of
January. You should have received it
middle to late March under those guidelines
Due to the extreme delay in the
part purchase, I am refunding half of the price of the part to your *** ***
account. Please see attached the copy of
the refund that I processed
Also the part is being shipped
directly to you from the manufacturer.
They have provided us with the *** tracking number of ***
for your records
Again I truly apologize for the
inconvenience this experience is causing you and that you are forced to wait on
the furniture you purchased to again be perfectIf there was anyway to get the
parts to you sooner, I assure you that we would take that route immediately
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison