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 meThe resolution from the corporate office was more than accommodating and because of this I will defiantly remain a customer in the future as wellIt is important to know that purchases, especially furniture, which will be used for may yearsAddressing legitimate concerns of customers about your products and backing your products that you sell - it's so importantThank you again! Also, thank you for the QUICK call backA little bit of care goes a long wayI have already told everyone I know how wonderful Bob's really is! Thank you Revdex.com
Sincerely,
*** ***

Good Morning Revdex.com,
We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. I see the purchase was made in February
2014. At the time the sale was created
the customer purchased the option of *** ***. This
covers the customer for a period of five
years for accidental damages that occur; *** *** is through a third party
carrier, ***
Through Bobs the purchase was covered for
year from all manufacturing defects. The
service that was done earlier this month was offered as a “Best Effort” our technician
went to the home to see if anything could be repaired on the spot, if parts
were required and available we would have informed the customer of the cost of
these parts and it would have been up to the customer to pay for replacement
parts, if the technician deemed the damage was from an accident the customer
would have been given information on filing a claim with ***.
As these pieces are outside the
manufacturing warranty we have no recourse to offer this customer
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison

Good Morning Revdex.com-
While I can personally identify with a
consumer’s need for an apology outside of making the concern right, we have
worked at a higher level to make those requests happenAny compensation
agreement is to be discussed after the customer has been fully satisfied with
the merchandise they paid for and a form of apology is usually processed by
gift card, for this customer we initially offered a monetary refund amount
Working beyond a structure that is set in place to keep things fair for all
consumers is a retailer’s way of applying empathy and accepting
responsibility for a customers concern
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.SWe 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 the customer 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
Bob’s policy allows us to compensate
one time, when all merchandise is in the home and the customer is happy. We do not offer free merchandise; we do not
offer to discount merchandise that is in the home in showroom quality. When the store offered to refund the
delivery fee back to the customer, they should have been clear that it would be
the only offer of compensation. We are
offering the gift card in addition to the delivery fee refund, because that was
not clearly explained. It is far above
our compensation policy
Kindest Regards,
Tracy S***
Corporate Customer Care 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 me
Sincerely,
*** ***

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*** **

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,
*** ***

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: Ultimately we're fighting over $or $if the cost is split?? How ridiculous is this!!! Bob's is so cheap that they can't just make a customer happy and cover the cost? I've purchased many items from Bob's and have referred a lot of family/friends to Bob's. I don't accept this, especially since it's only $150. I don't feel it is right for me to pay $75. I'm most upset about their employees telling me I'm covered. Not but employees told me I was covered for the seat cores. I explicitly explained why I was calling. I said my cushions sank. I asked, "am I still covered for this?" The answer was "yes". Bob's should honor the fact that their employee made a mistake and told the customer they covered for this. I would have never had a technician come to my house and waste our time with this. The technician also told me that this was covered. Again, Bob's should cover thisEspecially since it will only cost Bob's $150. I'm not paying. If Bob's wants to be a respectful business and actually cover $then they can call me, the number is on file. If not, I do not accept.
Sincerely,
*** ***

Good Afternoon Revdex.com-
We are very sorry for any miscommunication that has
occurred. We have reviewed the photos
from the technician from day of service and the bed does have the correct
number of slats. The bed is supposed to
have twelve slats and in the photo I can see there
are twelve slats
present.
I am not sure exactly which pieces that customer is missing
or believes that there should be more of.
Is it possible there were slats missing and the technician added more? If
the customer could submit a photo or give a more detailed description of what
the concern is, we will discuss with our service department.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

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,
*** ***

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:
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,
*** ***

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,
*** ***

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,
*** ***

Dear Revdex.com,
We are sorry that the warranty has not worked out to your benefit. I can not speculate on the conversation
between you and the salesperson. I know
what they are trained to say, and I know what the flyer states. *** is a business. If you call them and provide them with your
information of course that will be logged.
Their calls are recorded, if the agent did not do their job, they would
loose their job.
Any protection plan, or insurance plan there is a
responsibility on the owner as well. If
you knowingly cause damage to a possession you can not expect an insurance
carrier to just cover it. Again ***’s
calls are recorded, so if you believe the report listed is not correct we can
request the call be review for accuracy.
Kindest Regards,
Tracy Sanborn
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry for the frustration the customer is experiencing. Special orders are not stocked items, so we are not able to give a definite date for delivery ahead of time. Average time for a vendor to fulfill the order is to weeks. If the
customer has wanted everything to be delivered in one shipment we could have held on to the first two pieces awaiting the vendor to complete the set, everything could have been delivered on eliminating the need for three deliveries. On before the first delivery, the customer was advised that only one piece was currently in stock. They choose to have the split delivery rather than wait for all three pieces. We are very sorry that the pieces trickled in over a month’s time. That is not normally an issue. Normally the manufacturers are able to send all the pieces together. The customer was offered and accepted compensation for the inconvenience. We would not be able to offer any additional compensation. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com-
We are very sorry that this customer continues to be
dissatisfied. No one followed up with
the customer because the tech reported to us that there were no defects, there
were no further steps that needed to be made.
The pieces are showing wear for a set that has been in the home
for two and a half years. There is no
defect.
The sales people in our stores are trained to explain that
all manufacturing defects and any damage resulting from a single accident
reported within the first five years will be covered under the plan. That does not mean that every damage will be
covered. There are issues that arise
from the use of product incorrectly or simple wear and tear that will not be
covered under this plan. The easiest analogy
is automobile insurance. You would not
put in a claim to your automobile insurance carrier because your tires were
wearing flat, that is wear and tear.
We are not able to offer any recourse on a set with no
defects.
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 me
Sincerely,
*** ***

I did go back to the store where I purchased everythingMy sales rep Steven B*** went out of his way to make things right with me. He was able to find the remotes in the store and got the OK from his manager Wayne to give them to me. I am willing to close complaint but not a fan of
the whole "dance" I was forced into!Bottom line here is Bobs discount furniture in *** *s ExcellentBobs discount furniture "corporate offices" are awful. They hide behind endless phone calls or emails and their call center is only a run around to make you think they are helping!
*** ***

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,
*** ***