Blue Ridge Travel

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,
*** ***

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 30%, $was all O asked for from the beginning if they mail a check for that amount it is acceptable.
Sincerely,
*** ***

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with usI see that this customer has already spoken with my colleague and it appears the customer will be working closely with Susan to rectify the situation and reach
a satisfactory outcomeThe paperwork has been created and scheduled we hope they will be able to choose a bed that will better suite them 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 Tell us why here

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!
*** ***

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 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

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 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

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-
Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and damaged product continues to cause
our customerWe can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed
something
additional after their concerns have been resolved
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 usAs
the retailer we have taken full responsibility for the damages that may have
occurred at the factory overseas or during the extensive transit the
merchandise endures prior to arriving to our customer. We do see that the table that needs to be
exchanged is available and a follow up call requested by this customer was
placed on 2/3/16. During that call the
Lead tried to schedule the exchange of the table and the customer refused to
schedule
We have resolved the majority of the original product concerns and delivered
the customer the majority of their merchandise originally expected in good
conditionWhile it is far beyond our policies to do so, we addressed
this customer’s high level of aggravation by offering a further form of apology
right away back to Wells FargoAs indicated above our business normally seeks
to make the concern right (honoring our original agreement with the consumer)
before providing a further form of apologyAs the issues occurred with the
delivery we refunded the delivery fee charged
We currently have an even exchange pending for the *** table to resolve
the remaining cosmetic concern with this merchandise. The customer needs only to call customer care
at ###-###-#### to schedule
We have continued as a business to address this individual’s concern the moment
it is presented to us and work out of our guidelines because we realize
the level of dissatisfaction this consumer is emulating as a result of our
failures
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Afternoon Revdex.com- We are very sorry for the delay is having this processed. Twice the customer has reached out to us regarding issues with the bed. Both times we requested the customer send us photos to review the damage. This is not a repairable issue, so there would be no
reason to send a tech. We have sent two requests to the customer so that they can reply with the photos attached. We have not received the photos from the customer. If the customer would prefer, they can forward the photos through the Revdex.com mediation service so that we can review them with our service managers to ascertain if this is a manufacturing defect. Sincerely,Tracy S*Corporate LiaisonBob’s Discount Furniture Tell us why here

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

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
Thank you Tracy for your help!
Sincerely,
*** ***

Good Morning Revdex.com-
The check we sent at the beginning of July came back to
the office. I do not know why it was
returned to the corporate offices, but our Accounting Department notified me
yesterday morning. They are sending this
out Fed** ***. Please see attached
the copy of the *** ** label for tracking purposes.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com-
We completely understand the customer’s reluctance to close the
complaint until they have received the check.
The company the customer is referring to is the insurance carrier, which
is retained by the depot. The depot is
who employs the drivers and owns the trucks.
The depot accepted responsibility for the damage and set up for the customer
to be paid. It was then *** *** *** Group responsibility to pay that claim
We have been told they will
overnight the payment to the customer, I certainly hope that is done, I believe
this customer has waited beyond a reasonable amount of time
Kindest
Regards,
Tracy
S***
Corporate
Customer Care Liaison
Bob’s
Discount Furniture

Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the extended wait time
our customer has endured on this courtesy part orderWe certainly thank our
customer for communicating the information they were provided to us via the Revdex.com
so that we can ensure our agents are
adequately coached on their failures
Our records indicate that this customer should receive their part
order no later then the end of the day on Monday February 1, The customer
can reference this UPS shipment under tracking number:
*** via the UPS website

Good
Afternoon Revdex.com,
We
apologize that the customer is experiencing any disappointment while trying to
use the mattress warranty protection plan We do absolutely honor that warranty and
would like to take steps to ensure we fulfilling our obligations to the
customer and the
mattress manufacturer
We
do have policy in place requiring a technician report when there is a claim of
a manufacturing defect in order to ensure the mattress has been properly cared
for in the home. Due to the customer
leaving our serviceable area the customer has been told we can not honor the
warranty As stated on our customer
sales receipt “Service can only be provided within our serviceable area to the
original purchaser” We would be willing to have the customer submit photos of
the issue that they are reporting in lieu of a certified technician report This may allow us to fulfill both obligations
to the customer and the manufacturer
-Minimum
Photos of the Mattress:
- Picture that clearly shows the entire top surface of the mattress
- Picture that clearly shows the support system in place (foundation, box
springs)
-
Picture that clearly shows the indentations at close range
-Picture that clearly shows the indentations
at a distance
We
will review these photos and respond with what, if any, options for resolution
we may have to offer this customer
Sincerely,
Stephanie
G***
Bobs
Discount Furniture
Corporate
Customer Care Liaison

Good Morning Revdex.com, Please pass on our sincere apologies for the frustration the part delay has caused. We have received an update on the part request and the reply is not acceptable. As the customer has already waited longer than they were originally told the ship time was, we are
prepared to offer alternate recourse for this concern. The exchange for LAF recliner has been created. We called the customer directly to schedule the exchange but we were only able to leave a voicemail. We ask that the customer call into customer care at ###-###-#### and schedule the new order *** I look forward to hearing back from the customer and apologize again that they have spent any of their valuable time on solving their furniture concernsKindest Regards, Tracy S*** Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their purchase experience with us
Regretfully I am unable to locate any account information that matches this
consumer’s complaint within our internal
records
I have looked under the name, phone number, and address provided here and find
no matching account
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 purchase
If 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