Blue Ridge Travel

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

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,
*** ***

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 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

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

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 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

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 ***,
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

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: 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,
*** ***

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 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

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,
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

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

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 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

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 Revdex.com-
Please see the attached pictures (page) that we
have included for your review on this claim
These pictures were taken by our technician who
visited the home on and explicitly show the abuse that this
merchandise has suffered in time is has been in the
home, over three months
While we apologize that our customer is unhappy with the product we are unable
to offer resolution when the overall condition and cause of the product’s
demise is directly related to the accumulated abuse the item has received in
its environment
I truly wish I could offer this customer recourse
for her concerns however the pictures speak to the reasons why this merchandise
is in such bad shapeThe reasons for this merchandise’s current state are not
related to factory defects or a fault of our business
We apologize to our customer that we are unable to
take responsibility for damages that are caused completely outside of our
control We also further apologize if
the technician gave this customer any indication of any recourse that might be
offered. Our technicians while in a
customer’s home often feel that they are not able to give the customer negative
reports. They are there to report to Bob’s
not the customer
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison