Blue Ridge Travel

Good Afternoon Revdex.com-
We have record that the customer has scheduled the exchange
for We certainly hope this rectifies the issues
represented in this complaint. Thank you
for bringing it to our attention.
Sincerely,
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 meI also spoke directly to the manager and she informed me of the creditThis is great and appreciate their efforts
Needless to say, although the bunk bed was finally set up, it's a beautiful set and my daughters are happy, I will not be doing further business with Bob's Discount Furniture and will not be referring anyone else to do so either.Sincerely, *** ***

After contacting the Revdex.com Bob's somehow began responding to me and tried to assistThank you so much.Yes, I will accept the gift card for the delay in my product shipment. Thank you so much Revdex.com for assisting me in receiving my merchandise and I will be looking forward to receive the promised compensation from Bob's.Psthe door for the base of the table was crackedThe delivery guy said he reported it and will send back a replacementI do hope that is true. Thank you once again.
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,
*** ***

Good Morning Revdex.com,
We are very sorry for the concern this
customer has presented. We absolutely stand
behind our service policy, reviewed and signed at time of purchase. It does state that if merchandise is
defective the customer can receive parts and service, if parts and
service are
not available to correct the issue, we will exchange the merchandise or the
customer can reselect to different merchandise.
Attached please see this customer’s sales order.
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 sorry we are not able to accommodate
this customer requests
Kindest Regards,
Tracy S***
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
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, ***. *** 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.
This claim was denied by *** as it is not a stain. The top layer of material is gone. We have reviewed the photos the customer sent
in and it is clear from the photo that it is not a stain. We have attached the photo for review. *** does have the right to reject any
claim where the report does not match the damage.
We have informed the customer we are able to offer them a
customer purchase part to replace this arm.
We are also willing to offer a courtesy installation in an effort to
make this right. We just want to confirm
the arm if you are sitting on the loveseat it is the armrest your right arm is
resting on. The part order is set up and
the customer can reach out to customer care or the store to pay.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Dear Revdex.com,
We are very sorry that this customer is having concerns with the ***
set. As there is a claim pending for
this customer all correspondence must be directed through that department
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

Complaint: ***
I am rejecting this response because: the compensation was not accepted as final compensation As I explained to the young lady on the phone we were not getting anywhere so the call was ended not the dissatisfied customer complaintAt this point it seems to be a he said she saidI am happy to leave the complaint openI will not close it until we receive the money for the fright elevator chargesI the whole transaction with Bobs was not satisfactoryComplaint remains
Sincerely,
*** *** ***

Good Afternoon Revdex.com- We are very sorry that the customer has not received their refund. We have sent the check twice to the customer’s address. The first check was mailed on and was returned to us on as undeliverable. We sent the second check out on 3.27.17. I
have double checked the address on the check against the address on this complaint. The address is correct. As this was sent from Connecticut it should have been received by the customer. If it comes back to us again, we can send it certified or send it to the store, to ensure the customer is able to receive their refund. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

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

Good Afternoon Revdex.com- We are very sorry that there was so much frustration in having this concern rectified. The credit has been released and applied to the new order. The new merchandise is scheduled to be in within a few days. 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 while I don't find it satisfactory, I feel I have no choice but to accept as I need to replace my couch.
Sincerely,
*** ***

Good Afternoon Revdex.com,
I have spoken to this customer
directly, prior to receiving this Revdex.com claim, and have fully resolved the
associated concern
At this time we consider this
concern closed as resolved
Kindest Regards,
Stephanie AG***
Bobs Discount
Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry. We
are unsure what the customer is looking for from this mediation process. We are not able to offer to pick up for a
refund. When the piece did not fit on
the first attempt, the customer could have canceled the order at that
time. The merchandise has been delivered
and we are not able to offer to refund at this point. I did not receive a message from the customer,
at any point, beyond the Revdex.com mediation.
Sincerely,
Tracy Sa***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry for the concerns addressed within this complaint. This has already been rectified and the customer has received their reselection. We ask that the customer respond if there are any further concerns. We hope the new merchandise will
bring many years of happiness. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com-
We are very sorry that this customer remains
dissatisfied. The only compensation we
will be able to offer for this concern is a Bob’s store credit in the amount of
$150. We hope the customer will
reconsider our offer
Sincerely,
Tracy S***
*** ***
Bob’s Discount Furniture

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 (*** Protection Products)
In an effort to ensure our
customer’s claim was handled fairly I was able to
obtain the denial in reference to this claimI have also attached a copy of the Warranty
Card the customer received from *** after purchase and a copy of our *** *** handout the customer was given at the time of purchase. This clearly shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims. *** 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 they did not know how this damage occurred or when they went away
and when they came back they saw the damage.
By ***’s guidelines this is not a verifiable accident. The customer was offered the chance to do
some research and call back within hours to amend their claim, they refused
this offer
Bobs Discount Furniture’s responsibility under the *** *** Plus Plan
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 defectPlease see attached photosI apologize again that we have no further
recourse to offer this concern directly at this time
If we grant the customer’s request and cancel the Goof
Proof for refund, this piece will no longer have any warranty remaining. We would have to cancel the service that is
scheduled. We would not be able to offer
any recourse at all in the future
We would like to offer this customer a gift card in the
amount of $instead of canceling the *** *** for a refund
Kindest Regards,
Tracy S***
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 delivery experience with usWe can absolutely understand their frustration with this
The depot has sent this to the insurance company for payment. The customer should
be receiving the payment
soon, if it has not already been received
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: ***
I am rejecting this response because: It is beyond comprehension that Bob’s Discount Furniture claims not to have any record of me or the transaction. I had direct email correspondence with the very person at Bob’s Discount Furniture who wrote to the Revdex.com claiming not to have any record of me. Tell her to check her email
Sincerely,
*** ***

Good Morning Revdex.com,
We absolutely want to apologize to
this customer for the frustration. The *** *** *** is only for accidental damages. This policy is similar to car insurance. If there is an accident you report it, along
with all of the details that all insurance companies require. If this customer was reporting that a glass
of wine was spilled, that would be an accident that would be covered by the
third party insurance, ***
The sofas came with a one year
warranty covering all manufacturing defects.
This customer is out side of the one year. There were no issues reported to us within
that one year warranty. Bob’s has
offered as an extreme courtesy to cover the cost of these parts for this
customer. This is not something we
normally offer, this is above policy. We
are not able to offer any other resolution
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison