Blue Ridge Travel

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 Morning ***,
I apologize for any confusion present with your open PRBD
(Protect-a-Bed) claimIn seeking more information about your denial claim we
have been informed that your claim thru this company is in fact being handled appropriately
and is in a state of process, not
denial
The PRBD service manager has submitted an email to us that
was sent to ***.com outlining
the next steps in the process of this claim (I.Esending back the damaged
protector)
We again apologize for any confusion that may have been
present and encourage you to continue to work with PRBD directly for resolution
on this claimAs per documentation provided to us we stand behind the fact
that at this time PRBD is addressing your claim adequately
Thank You,
Stephanie G***
Bobs Discount Furniture
Customer Care Corporate Liaison

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

Good Afternoon Revdex.com- We are sincerely sorry that the customer is dissatisfied with their purchase. The cabinet was discounted at a rate of 50% off regular retail price. As the customer stated in their complaint, there was a box, sealed, containing the parts. If the box was sealed,
no one in the store would have any way of knowing what was or was not in the box. It was clearly explained to the customer what the policy was prior to the sale being completed, it is also printed on the sales order where the customer reviewed and signed No Service, Warranties or Returns The parts are expected to be shipped to the customer in month, not two or more. This vendor does normally fulfill part orders in 3-weeks. Unfortunately, the customer had the opportunity to open the box and check for the parts prior to making the purchase. We are unable to offer any other resolution beyond the part order the customer already placed. 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 completely unsatisfactory to meHowever I have Meether the time nor patience to continue to dispute this when they very obviously have no intention of providing good customer serviceLong story short, they sell sub par furniture and you get what you pay forTherefore, I have learned to be aware as a buyerThey have lost me and everyone else I know as a customerI plan to go online and post reviews based completely on the truth of my experience.
Sincerely,
*** ***

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 *** *** ***
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
Please see attached photos provided by *** from the denial. I was advised this was denied as it was not
consistent with the description of how this damage occurred. This was reported to *** as “Her kids
sat down on the furniture causing the damage”
*** has the right to deny claims for coverage under
their own guidelines and has presented enough evidence to us to support the
claim being deniedWhile we truly wish we could, we are unable to force
another business into overturning a claim
Bobs Discount Furniture’s responsibility under the *** *** *** ***
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 clearly not related to a defectI apologize again that we have no further
recourse to offer this concern directly at this time
Kindest 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 this resolution is satisfactory to me
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,
*** ***

Dear Revdex.com,
We are very sorry for the concerns the customer has expressed. The customer’s bed is on hardwood floor. Support legs under the slats can not grip
onto hardwood and tile floors. Without
something for the legs to grab onto when there is weight on the bed, they
can
slide and dislodge. An easy solution is
an old rug or inexpensive carpet pad under the bed to add stability.
The customer went to the store with a concern for their
safety. They expressed that they did not
feel the bed was safe for them. The
store gave them the option to reselect.
This is a store credit, for the amount paid for the merchandise, towards
different merchandise. The customer chose
more expensive merchandise. That was
their choice. We are not responsible for
covering the difference in the cost.
That is not the store’s decision to make. That is not something anyone would be able to
offer.
We are able to offer compensation. A token of apology for inconveniences we have
caused. We are willing to pick up the
bed to rectify the customer’s concerns with safety. This is not to loose the customer. Quite the opposite. In making this offer to the customer, we hope
that in the future the customer will remember we went beyond what our policy
allows to try to make the customer’s concern right.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry for the delay in the entire order reaching the customer. The account indicates that the loveseat casings were shipped by the vendor, however the sofa casings were not. We have reordered the casings for the three sofa seats. 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 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,
*** ***

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their experience with us
I see that this customer has already spoken with one of
my colleague and it appears the customer will be having the exchange
completed
on
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

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,
*** ***

Good Morning Revdex.com,
My apologies if my
response was at all confusing, ultimately causing the customer to rebuttal in
the manner they did
As indicated in my
response we did send these funds to *** *** already and they were rejected
by *** *** and sent back to us, therefore requiring a check from us be sent
directly to the customerWe cannot force another business to accept a payment
from us when that other business is seeking the payment from their customer
directly
Our records further
indicate that the check for $was mailed out to the customer on
(yesterday), since their address is in the same state as our Corporate Office;
I imagine the customer will receive this check any day now
As a business we have
taken ownership for the concern, researched and rectified the concern to the
furthest ability we can and apologized to our customerWe continue to stand
behind the fact that this concern has been adequately resolved
Kindest Regards,
Stephanie *G***
Bobs Discount Furniture
Customer Care Corporate
Liaison

Complaint: ***
I am rejecting this response because:It is unacceptable to expect me to have a mattress on the floor for weeks waiting for your company to process the refund and for me to be able to get a new bed deliveredEvery step in this process has been screwed upWhen I spoke to the representative on Saturday, she said I was approved for a refund and didn't say anything about picking up the furniture firstYou have lied at every stage in this process and it's unacceptable to expect me to sleep on the floor for weeks because your company sells furniture that is dangerous and falls apart and doesn't honor its warrantyIt's unreasonable
Sincerely,
*** ***

Good Afternoon Revdex.com-
We are sorry that this customer does not accept our
explanation. We understand that they
were looking for the latest appointment possible, and that was accommodated,
they were made last stop of the day. The
trucks are routed geographically and there was no way to make the delivery any
later then what it was. The customer was
called and the timeframe of 1pm to 5pm was given. We are sorry that we could not complete the
exchange for the customer on 7.14.16.
There is no report of any damages from the
initial delivery; it was set up as a preference only. If there were damages that were not reported
we are sorry that proper procedure has not been followed.
These pieces are set up to be inspected
before the exchange on 8.6.16. We have
every confidence that this will be completed to the customer’s
satisfaction. We can absolutely offer
compensation for our failures the customer can call into customer care once the
exchange is completed and they are satisfied with the product
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Complaint: ***
I am rejecting this response because: I have not received the compensation offeredI do not agree with the compensation offeredI would have taken the dollars but not in the form of a bobs gift cardI understand its easy for them to give a gift card for more of their cheap furnitureI do not at this point plan on returning to their storeIf a $dollar credit or refund is offered that would be acceptableThe only thing I would accept in the form of a gift card would be a $dollar gift card so I could sell it to some other sucker who didn't read the Revdex.com reviews on this companyIf this matter isn't resolved I will be taking to social media blogs etc to share my displeasure with the quality of their furniture and the rudeness of the staff at the office I have interacted withThe only saving grace they have going to them is their sales teamThey have them brainwashed to sell to unsuspecting customers very charming and believableI had to take an additional day off of work to have the in damaged couch delivered and they basically told me it wasn't their problemI understand they cant grasp the fact that my I make an hour isn't important to them but it is to meIt took a lot of hours to pay for these cheap couches I have purchased from them
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I think you
are in haze to close the matter so you didn’t read my post properlyDid you
hear the conversation with customer service representative?
*** It is humiliating experienceI would prefer
proper answer to all my question rather than a brief response
Question 1)
Anything we purchase today has minimum to days return policyWhy you do
not have refund policy on products you deliverWhy you are exception to this
policy when the cost of the item you sell goes in thousands of dollarsThis
gives impression that you don’t trust your product qualityOnce product
reaches customer, you are sure that he is not going to like itEven If we buy
$40K car today, it has days return policySo why your $2k to $3k sofa
doesn’t have return policy
Question 2)
Why your customer service representatives were telling during the call that
customer has only days to report any delivery damageThey mentioned it is
written in the receipt we have signedWhen we asked them where it is written,
they were not able to show it
Question 3)
We didn’t observe any issue in the sofa that we saw in store that was on
displayWe didn’t observe the space in that sofa between seat and armrestWe
didn’t observe the sagging in arm rest that your technician observed in the
piece we haveAre you telling that customer has to keep the piece that was
delivered even if he didn’t like something in it as compared to one he saw in
store just because you are able to tag that defect as “Within Manufacturing
standard”And he has to keep it because you have no refund policy?
Question 4)
Why you don’t present “Manufacturing standard limits” to customer when he is
ordering the productsSo he can make better informed choice rather than
getting cheated after the delivery
Question 5)
You are constantly arguing that the sofa you delivered didn’t had any defect
we want individual answers to all questions
a) Do you have any pictures taken before delivery
of sofa to prove that delivered piece didn’t have any defect?b)
Did the delivery people showed sofa upside down
during delivery to show there was no damage?c)
Your technician mentioned that Leg got cracked
because we moved sofaWe have carpeted floorIs your sofa leg so delicate
that it would crack if we move it in carpet?
Question 6)
You are not able to deliver me a sofa without any defect after deliveries
Give me individual answers:
a)
What assurance can you give me that next sofa
that you will be without any defect/damages?
b)
Why should we be paying delivery charges for you
to deliver me a defective piece?
Sincerely,*** ***

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
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