Blue Ridge Travel

Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the customer’s disappointment
in the workmanship of our technicianWe most certainly take responsibility for
this concern and further apologize for the lack of care our customer’s claim
was addressed with
In researching
this concern I have found that the customer
elected to post/make a claim thru more than just the Revdex.com regarding their disappointment
The customer has been contacted back by our offices from one of the other postings
At this time we are meeting the customer’s desired settlement to have
replacement parts ordered for them and get these chairs back to the good
quality seating they expectThe order for replacement parts has been entered
into their account as of
At this time we consider this concern resolved and apologize
to our customer again for the time they have spent seeking resolution to their
furniture concerns
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison

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,*** ***

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

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: the seam separated and it's impossible to get anyone there in a timely manner to look at it so the dog found the stuffing and started pulling it out and chewing on it all because of a separated seam which is a defect, it's not my fault the hours u expect someone to be home are ridiculous and we couldn't find a good timeBy the Time we did the dog started pulling out the stuffing and chewing on it!! Just send my refund and I'll never shop there again
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

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

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 Morning ***,
I am sorry to learn of all the failures you experienced as a
result of our obvious coaching needsI sincerely
thank you for escalating your concern so that we can identify our points of
failure and grow as a business for all of our customers benefit
Our system
identifies that we completed the processing of your
refund on
While I can certainly acknowledge the reasons why you feel you are
owed something additional after the cancelation of your sales order, over
times the amount of your initial sales request (which has now been returned) is
a compensation demand beyond the realm of applicable
As a business our greatest loss is and will remain loosing your
trust in usOur responsibility to you as a consumer has been fulfilled with
cancelation and refund of your initial order and any compensation we deem fit
as a future incentive remains to be at the internal discretion of our business
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.S
We 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 you 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, with use of the gift cardWe are happy to offer
you a Bobs Discount Furniture Gift Card in the amount of $as a final
apology
It is undoubtedly your right to refuse or accept this offer,
should you accept we will have the gift card mailed out to you within 7-
business days of your acceptanceMail will be posted to (unless otherwise
informed):
***
***
* *** *** *** *** ***
*** ** ***
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison

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,
*** ***

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,
*** ***

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 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 and address provided here and can only access a sales order for a child’s recliner and a table group from 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

Complaint: ***
I am rejecting this response because: A $gift card was the only compensation offeredAfter speaking with a customer service request and then being transferred to a Supervisor, I was told a $gift was all that could be done. I stated that if you are telling me that this is all you can do, I will accept for the time being but I am still not satisfiedWhy would I want to spend a $gift card at a store I will not ever do business with againOffering $after the total cost for furniture purchased is over $1,400.00, why is $the best that could be done? As far as the furniture defect, several pictures were sent to the customer service email address as advised by a different customer service rep and I am now waiting on a responseNever Again
Sincerely,
*** ***

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 as long as the date is not pushed back again
Sincerely,
*** ***

Good Evening Revdex.com-
I am very sorry to hear this
has located pests in their home
Bob’s takes all precautionary
and preventive measures available to us to avoid contamination, we do not sell
products infected by pests
We are very sorry for the
issues the customer has presented but we can not accept the responsibility for
a complaint that we are not a fault
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
Bob’s offers the absolute best value available at
our price point. We also offer the
customer our service guarantee. If a
customer reports any issues that may be manufacturing in nature during the
warranty period, we will send one of our factory
trained technicians free of
charge. The technician will report to us
the nature of the issue. If it is an
issue that the tech can correct on the spot, they will. If the issue is manufacturing in nature and
requires parts, we will order the parts and have a tech install those
parts. If the issue is manufacturing in
nature and parts and service will not correct the issue, we will then offer
replacement. This statement is reviewed
at time of purchase; it is on every customer’s sales order, signed by the
customer at time of purchase. It is one
of the best warranties in the furniture business and Bob’s stands behind this
100%.
SERVICE
POLICY
We guarantee that our
new products will be free from factory defects for one year from date of
delivery or pickupOur mattresses may carry additional factory guaranteesYou
must report any factory defects as soon as they occur to our Customer Care team
within one (1) year of possession, and a Customer Care representative will
schedule a Service Technician to inspect the item and service it to factory
standards at no cost to youIf the Service Technician determines that the
factory defect is not serviceable by parts or repair (or parts are
unavailable), we will replace the affected item, one timeIf the item is no
longer available, you may reselect to other merchandiseIn the event of a
reselection we will charge or credit you for any price difference between the
original and the re-selected itemMerchandise purchased from our “Outlet” or
Clearance Centers that is not brand new/factory fresh is excluded from these
factory defect guaranteeswear and tear or customer-caused problems are
also excludedService can only be provided within our serviceable area to the
original purchaser as stated on your sales receipt
You also have the
option of extending our one year guarantee to FIVE years with the purchase of
our Goof Proof Plus planIn addition to extending our one year
guarantee to FIVE years, Goof Proof Plus also protects you from a
variety of accidental damages you may cause in those FIVE long
years!
Call Bob's at
###-###-#### or ###-###-#### to report factory defects to your Merchandise
Our Customer Care Department is available 6:AM to 8:PM Monday through
Saturday and 10:AM to 7:PM Sunday
Call
*** at ###-###-#### to report accidental stains or
damages to your Furniture within thirty (30) days of occurrence
We
are sincerely sorry that this customer is not completely satisfied with the Luxe
set purchased in 2016. We sent our
technician to the home on 11.26.2016.
The technician did determine that there was a defect in one casing. A replacement part was ordered and will be
delivered to the customer in February. We
are very sorry that there was a delay in the manufacturer shipping the part to
us.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are sincerely sorry for the experience the customer has had. The customer purchased a heavily discounted piece from the outlet area of the store. He was completely aware at the time of purchase that due to the discount, the piece carried no
warranties. We were not aware at the time of purchase that the customer would have an issue with the piece peeling. That is not something anyone could have predicted. While we can understand the frustration the customer is experiencing, he purchased a piece at a discount of 50% with the understanding that it was a final sale and carried no warranty We are unable to offer any resolution. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

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

Dear Revdex.com,I have reviewed the response from Bob's and found it unsatisfactoryStephanie G*** offered to give me a $credit for a couch I paid $1,just over two years ago, claiming they were offering me 75% of the purchase priceUpon inspection this offer does not represent 75% of the purchase price, rather a 50% and would require me to spend over $to buy another new couch just two years after I bought the first one or settle for a couch of lesser quality than I originally paid for. A couch is expected to last to years or longerTo be asked to spend another $on the couch after two years of owning it seems like both a poor investment and unfair treatment. Any of the following settlements would be fair:Properly repairing the couch free of chargeReplacing the couch with a couch of equal value and condition free of chargePaying me to repair the couch.When I purchased this couch from Bob's I felt I was buying from a store with a reputation that sold quality products I chose Bob's over some smaller local furniture stores because I felt Bob's products were of a higher quality and would be there if there was an issue to make it rightThank you to Stephanie for trying to make this right, I hope that Bob's really can stand by its products.Thank you,*** ***