Blue Ridge Travel

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- 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, 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

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

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

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:
Sincerely,
*** ***

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,
*** ***

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 Ms***,Upon receipt of your Revdex.com complaint, a representative from our Consumer Liaison team attempted to contact you but received your voicemail and left a messageAfter thoroughly reviewing your account, we have placed a credit on your account equal to the original amount of the rug
($199)Please contact our customer care center or store for additional details.Thank you,*** **

Good Afternoon Revdex.com- We are very sorry that the customer is dissatisfied. Bob’s does hold responsibility for the warranty on the pieces. The customer did not purchase from Bob’s the customer purchased through *** ***. We have a contract to provide service during the warranty period. We cannot see the details of or alter in any way, any financial contract between a third party company and their customer. Sincerely,Tracy S*Corporate LiaisonBob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com-
We are sincerely sorry for the delays and
miscommunications that have occurredWe are waiting on new stock from the manufacturer;
the customer is scheduled for delivery for 2.27.17. Any compensation agreement is to be discussed
after the customer has been fully
satisfied with the merchandise they paid for
and is processed as a store creditWe do want to be able to review the entire
order from start to delivery before making an offer for compensation
We offer an 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
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

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,
*** *** ***

Good Afternoon Revdex.com-
We are very sorry for any misunderstanding. The customer called in that they did not like
the mattress. We do have “comfort
reselection” policy in place. It does
require that the customer sleep on the mattress for at least thirty days to
break it
in. The customer did not report
to us that they though they received a different mattress from what they looked
at in the storeThey reported that they
did not like it and it was too hard. If it had been reported to us that it might be
the wrong one, it would have been handled differently, we would have asked the
customer to submit a photo either to us or to the store to confirm if it was
the correct mattress and just needed to be broken in, or it was not the correct
mattress and was either picked wrong or written wrong.
The store has waived the delivery fee for the reselection,
realizing the error. As a token of
apology, we will also offer to refund the delivery fee from the initial
delivery, back to *** *** If the
customer wishes to accept this offer, please respond to the Revdex.com that it is
accepted. We will then create the refund
and email the receipt to the customer directly.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry that the customer did not receive the check already. The customer has spoken with Jenn who has corrected the paperwork and the check was printed and mailed on Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why
here

Complaint: ***
I am rejecting this response because: I will respond when or If the delivery is made on the The reason I say "if" is because the service man scheduled to come out this past Wednesday between - a.mto fix the drawers on the bed did not show upSurprise, surprise! No call back to my husband from the store either to rescheduleApparently this is how Bob's conducts business.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: at time of purchase I was told that the *** *** plus protection covered me as long as I own the furniture I was told that It only covered one replacement for each piece I bought When I called for the new parts I was told the same exact thing without even asking I want new parts or new furniture I don't want to stuff the cushions and but a band aid on the problem I paid for protection that I am now told I can't use this isn't right this is bad business
Sincerely,
*** ***

Good Afternoon Revdex.com-
We were willing to work with *** to reinstate
the credit, but for a very limited time.
*** will allow weeks or until 8/9/16. We will work with the customer to find
something in stock that she can take immediate delivery on. We have
already reached out to the store and
the customer to advise that this time limit is set in stone and can not be
extended again.
Kindest Regards,
Tracy Sa***
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 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

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