Blue Ridge Travel

Complaint: ***
I am rejecting this response because it is bull - if the product was damaged because of a who, what or why and could not be repaired I get itThe technician said that it was the frame and should be coveredNEVER STATED TO US THAT IT WASN'T COVEREDI don't understand how you can even justify a couch falling apart on it's on accord as not coveredWhatever the case - Trust me when I tell you more than people will know from my mouth alone what garbage you put out nowYou used to be respected in this area, now you are jokeTaking money and not even trying to fix the problemHe was literally in the house for minutesHow do you determine that it wasn't repairable when you don't even touch the couch?! UNACCEPTABLE! You are thieves
Sincerely,
*** *** ***

Complaint: ***
I am rejecting this response because:they have told me this so many times and I am yet to receive any mail that they are talking aboutI want to pick the cheque up in the storeRight now, tired of waiting
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: simply repeating your supposed procedure for spraying for bedbugs, does not actually offer ANY guarantee that my item could not possibly have been shipped with bedbugsI had no issues with bugs until my couch was deliveredThere is an actual "Bugs department" within your company from what I was told by several repsWhat would be the reason for this department, if you all guarantee that none of the items carry bedbugs? Also, what exactly is their purpose and service to your customers? To simply repeat the same script about the impossibility of bugs being transported on your furniture? I am most definitely not the first customer to complain about bedbugs after receiving a product from Bob'sSo, what is your usual process with other customers with this complaint? To place blame with them and absolve it from yourselve's?
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I have not been told the name of the box spring so I can confirm the price on the websiteProvide the name of the box spring so I can confirm on the website that it costs 262.The price of the bed online is
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

Complaint: ***
I am rejecting this response because:
HiOffering a very minimal amount of gift card to me really does not compensate for all of the time I had to rearrange my schedule for the deliveryI have asked several times to come when my husband is home due to the fact that he is the purchaser and he needs to see that I keep getting broken furniture I am now still waiting for a new footboard in which this is the third attempt because the other two were broken This has been the worst furniture purchase as far as serviceI am very disappointed in this serviceThe store manager does not even try to offer good customer service It is just a viscious cycle of disappointmentAlso Bob’s state of the art delivery is not very accurate They text me a day and time and show up a different day and time for delivery
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 get this merchandise to you sooner than the current scheduled date of mid-JuneParts 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 necessaryIf you still remain unsatisfied after your merchandise has been fully received we can revisit your account and discuss what option we may have to accommodate you furtherAgain 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 immediatelyVENDOR: MSTR CODE: VSN: PDGNAME: CONTEMPORARY BOP RECLINCOLOR: SHIP TIME:DAYS Kind Regards, Tracy S*** Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Complaint: ***
I am rejecting this responsePlease find attached a photo of the sofaI did call Guardian around am on Friday 4/The conversation lasted over minutes and I was told nothing was covered under the Goof Proof warranty, that this is considered wear and tearHence why I filed a grievance through the Revdex.comThe love seat is hardly ever usedUnfortunately I could only attach one photoHowever I do have many others to show the damageOn the love seat, the leather is worn away in the corner and on the seat cushionThe sofa is where we primarily sitAs you can see, the entire back is sagging and is ripping away from the frame exposing the metal underneath I find it unacceptable to consider this wear and tear within 1/years after the purchase
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:The last person who delivered the couch spoke not a single word of EnglishI had no way of understanding that by signing the form I would forfeiting any recourse I had with regard to the damaged materialsI will be happy to send in pictures of the damageI asked him several times if I sign the form, can I still ensure we are compensated for the damage? He said yesI was reluctant to sign it because of the damage but I did it in good faith that it would be handled appropriately.The fact that $(only the delivery fee) for a $1,600+ couch is the only compensation offered is unacceptableIt does not appropriately reflect our time that was wasted by Bob's waiting for several deliveries, some of which were during the week and we had to use vacation days to take time offWe also had to delay several times other arrangements that were planned as far as setting up our apartment that had to be put off for over a month because of Bob's incompetence (example: had scheduled to mount our TV which could not be done until the couch was in place). I have asked for more money in line with what I believe is fairI have already spent several days waiting for Bob's to come perform a service and I would rather accept a credit for the damaged material than to waste more time waiting around again and spending more time with thisI am opting out of Bob's sending someone to fix the couch for this very reasonI want to deal with this company zero more times, everWhatever the company would need to pay for the repairs, that should be what we get credited back.This is by far the most painful and drawn-out transaction I've ever had purchasing anythingIt's the worst customer experience I've ever had, bar none
Hopefully the inefficiencies in the company are addressed, it's not fair to treat customers like this with no repercussions whatsoever
Sincerely,
*** ***

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

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 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 Ms***,Thank you for choosing Bob's Discount Furniture for your home furnishing needsI apologize for the merchandise issues and part order delayI attempted to research your account using the
identifying information in your Revdex.com complaint however, I was unsuccessful locating your orderPlease forward either the customer master, order number or telephone number associated with your sofa purchase; once received I will track the status of your cushions and follow up with you.Thanks*** **

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 the seller gave an implied warranty of fitness for my use of this recliner. Their policy states that if an item fails due to a defect the seller will replace the item for a period of one year. The seller agent (repair technician) has stated that the item is not suitably engineered for me. Seller then said they would apply a credit for reselection of an item which may better suit me. An implied warranty of fitness for a particular purpose is a warranty implied by law that if a seller knows or has reason to know of a particular purpose for which some item is being purchased by the buyer, the seller is guaranteeing that the item is fit for that particular purpose.The seller's agent (sales representative) knew or should have known my intended use as it was explicitly described at the time of purchase. I should not incur any out of pocket costs due to the inadequate design or manufacture of the merchandise they sell.I request a credit for the entire amount of my purchase costs including delivery charges and sales taxes. Their stated policy is to replace the item based on the defect and if they decline to do that, they should provide a full credit otherwise including delivery
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: the sofa that was shown to me at the time of purchase in the BoB's showroom was a non sleeper sofa as the sleeper sofa in that brand was not available in the showroom but was said that the sleeper of this model will be sent from their warehouseWhen I insisted to show me the sleeper model for that sofa, they showed me a different model sleeper sofa for which the bed frame was absolutely flat and I was committed by the salesperson of the showroom that the one you are purchasing will also have an absolutely flat bed frame as this oneDuring the delivery, the bed frame was not opened and showed to me and I also missed to open the bed frame during the deliveryPost delivery when I opened the bed frame I found that the Head of the bed frame is heavily tilted and is not suitable for sleeping at allSo I raised the issue with the BOB's customer care immediately withing 3-hours of delivery to me to get this corrected or replaced
Sincerely,
*** ***

Good Afternoon Revdex.com-
We are very sorry. We
do not have possession of the merchandise.
We are a retailor, not a manufacturer.
We have to rely on our suppliers to fulfill the orders we place. If we could get the customer the merchandise
immediately we would. We can not deliver
something that is not in our possession.
Sincerely,
*** ***
Corporate Liaison
Bob’s Discount Furniture

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Dear Revdex.com,
We are very sorry for the failed delivery and the unacceptable delay in the
refund. The Accounting department did
cut the check today, 10/3/and the check will be mailed from our Connecticut
office today. While I am sure that this
customer is not willing to
allow us another chance right away to show this is
not typical, I hope in the future that will give us that opportunity. I have submitted the paperwork to have a $
*** sent to the customer at the email address associated with this
complaint. This normally takes 3-
business days. If the customer does not
see it in that time period, please check spam folder
Our hope is that they will be able to find a carry out
item in the store that will help them to again view Bob’s in a positive
light. We have many items not requiring
delivery to offer in this price range.
Lamps, rugs, wall hangings and statues are all available
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

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