Blue Ridge Travel

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
I still remain very unhappy with the treatment I received from Bob'sI would also like to mention that ***l was extremely helpful in resolving this and I got NO satisfaction from Bob's until ***l contacted them
Sincerely,
Kimberly N***

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
Please let me know what the next step to receiving my credit would beThank you for all your help!
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 the paperwork has been processed. We thank the customer and the Revdex.com for bringing this to our
attention. 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
Sincerely,
*** ***

Good Afternoon Revdex.com,
We are sincerely sorry that this customer is having this
issue using the *** ***. We have been
in contact with this customer’s husband who has been offered and accepted a
refund of the protection plan. We do
understand that this refund is not
necessarily the option that the customer was
seeking. We are not able as a business to
force another business to change their terms and conditions to include this
particular damage.
This refund has already been created for the cost paid for
the *** ***. The customer has the
option of calling the store to have this credited to the original method of
payment used or they can use this towards replacing the table. In addition to this refund I will issue a
gift card for this customer in the amount of $50. Please consider this a token of our apologies
for this issue. This will be set up as
an ECard and the customer should receive this in 3-business days to the email
address on this Revdex.com complaint.
Kindest Regards,
Tracy Sanborn
Corporate Liaison
Bob’s Discount Furniture

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 March and at that time the customer purchased the option of Goof Proof Plus.
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, Guardian. Guardian 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. We had a technician to the home in May and he determined the cores had deformed and we ordered new cores for the customer. The customer was not satisfied and we had the technician back to the home in June the customer reported to us that there was frame damage. The tech was able to tighten the mechanism. The customer advised the tech while in the home that they wanted a new piece. The tech deemed the piece in the home to be showing wear for a two year old pieceWe are very sorry the customer is not completely satisfied with the Colby sofa. We are unsure what the customer is referring to that “they won’t take my calls”. Our agents work in a call center. They have no control or say or knowledge of the next call in the que until they answer it. No one refuses to take any customer calls. This piece is not defective, it is showing wear for a piece that has been used for two years Kindest Regards, *** *** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Morning Revdex.com,
Please apologize to our customer
for any delay in claim processing that has caused them to feel disappointed in
us
At this time I believe the
customer’s concern has been fully addressed as their account shows a re-selection store credit being uploaded as of
Sincerely,
Stephanie ** G***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry for any confusion or misunderstanding. The manufacturer of the bed, *** *** did reach out to customers advising that there could be a potential issue. They also advised that they were willing to send out one of their technicians to rectify
the concern. Bob’s as the retailor and not the manufacturer has no part in this process, except to explain the letter and direct the customer to the *** *** customer care line. The number for the customer to call is ###-###-#### Monday through Saturday 9am to 9pm. We have been told by *** that this is a very simple fix. We would not be able to offer a courtesy reselection to this customer. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: ***
I am rejecting this response because:This is exactly the response that was expected. It is a shame that a company will not stand by their product. If this sofa is wear and tear than it isn't worth the price we paid for it. It should not be splitting apart as it is. (the tech took a picture of the split in the couch or at least made it seem like he was). The rocker/recliner has hardly been used do to the way it rocks and makes you feel like your falling over and no it isn't that it is being rocked to hard to make it feel that wayWe bought a yr warranty to protect the purchase if something like this was suppose to happen. Just another way to get money out of the consumerTOTAL deception!!! I guess that Bob's stores expects us to keep it or throw it out because of wear and tear after only yrsIf this is the way they stand up for their product, then I now understand why there are all the negative reviews from other customers complaints about their product and service (which the Revdex.com has of them)This whole experience has made me feel like I stepped into a business that was selling cheaply made furniture. Bob's have made me the fool by making me feel like I got a great buy.I now that it isn't going to matter to the company at all, knowing they have other people that will buy their cheaply made furniture and not have to worry about standing by it, but I will never step into another Bob's StoreI will also be leaving another negative customer complaint review
Sincerely,
*** ***

Good Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customerWe
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of
their delivery
Bob’s prides itself on providing quality service and the best
value product for the priceOur primary focus is on making the concern we
caused right so that our customer is satisfied with the product that they have
purchased from usWhile it is not procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our compensation guidelines and policies
The day this was posted the customer spoke with a manager and was
offered compensation. We have already
processed the refund of the delivery fee ($109.99) as a final form of our
apologyPlease advise the customer that all paperwork needed for this
transaction has been entered from our end and no action is required from the
customer at this time
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison

Dear Revdex.com,
We are very sorry that we were not able to make the
delivery take place
We have already confirmed with *** and explained to the customer that all
monies paid will be refunded, as soon as the customer reaches out to ANOWWe
are unsure what the customer would be reporting to the Attorney General or why
they would state that they do not accept our offer of refund
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 Morning ***,
Thank you for choosing Bob's Discount Furniture, I have researched your account
and our records indicate that we sent a response to your email on
after reviewing your photo submission
Goof Proof Plus is designed to provide coverage against most in home
accidental
damage and any manufacturing defect as deemed so under our Service Policy;
cracking or peeling on the material make up of your chairs is not covered by
Goof Proof Plus and is commonly viewed as a wear and tear concern given the
amount of time the merchandise has been in your home
I have attempted to make contact with you via telephone
today (11.25.2015) and was only able to reach your voicemail. Please contact me back on my direct number
###-###-#### or by email ***
for further assistance on this claim
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,
*** ***

Dear Revdex.com,
The exchange has not been completed as the customer has
not scheduled the exchange that was created on We are sorry if the
customer is having trouble finding the time for the exchange, but that is not
cause for a refundThe exchange was set up as a courtesy only. The technician that came to the home deemed
the piece was up to manufacturing standards.
As there is no defect we are not able to extend an offer of refund. We do see that this customer has decided to
schedule the exchange for 11.8.16. We
are glad this will rectify the concern
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We can understand the customer’s frustration with this. We are not able to intervene while a dispute is being worked out. We are very sorry that the customer was left feeling that he had no other options. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the level of aggression
this *** denial has caused our customer to feel and communicate***
has declined to process this claim under their own guidelines which include a
supporting exclusion to their reasoning for denying the claim
While our Customer Care Staff may have been able to empathize and
acknowledge our customer’s concern we have no authority to approve claims that
are being made through the management of another organizationIf the customer
has a date, time, and employee name or number of a Bob’s representative that
literally stated the claim would be approved for coverage please have them
submit that info and we will be happy to research this assertion further
In reference to the customer communicating that they received a
lack of appropriate care for their concern from our business directly we will
offer to provide the customer with a $(this amount also reflects the
cost of the plan) Bobs Discount Furniture Gift Card as our apologyWe do not
believe the plan itself has failed this customer and the plan still offers an enormous amount of coverage thru the
original five year term
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry the delivery was not showroom quality the
first attempt. This has been set up for
an exchange and is scheduled for 4.12.17.
We have every reason to believe that this exchange will alleviate the
concern
Sincerely,
Tracy
S***
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com,
We want to apologize again for the issues
this customer has had to endure and for the late delivery that was made
4/26/
We have successfully completed the
reselection for this customer. The
delivery was made very late and outside of timeframe, but the customer was able
to accept it and we have not been made aware of any issues with the new
set.
If the customer has any issues with the new
merchandise delivered on 4/26/please advise so that we may rectify
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison

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 merchandise refund has been correctly processed
back to
the customer’s credit card.
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 We are very sorry for the
frustration we have caused and poor experience the customer has had with
us.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Ms***,Thank you for providing the photo of your sofa however, I will need to setup a best effort service for a more thorough view and inspection by one of our factory trained technicansIt is difficult to determine the cause or extent of the damage by looking at one photographOnce I receive the service report, I hope to be able to assist you better.Please contact our customer care center at *** to schedule the appointment; please reference *** ***Thanks***