Blue Ridge Travel

Good Afternoon Revdex.com- We are very sorry the customer finds this so frustrating. The notes from the stop are very clear. The customer was advised that if they kept the mattress in the home, they would owe us for it. The customer was given credit for two pieces and only returned one. This was not a surprise after the fact. The customer was aware on the day of the exchange that they had used credit for a piece they did not want to returnSincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

I posted complaint on their social media channels and got a call back that resolved my issue. Thanks**
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,
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 late May
Parts 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 necessary
Per our Service Policy we do offer parts
and service for all manufacturing defects.
If 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 further
Again 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 immediately
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

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 dateParts are ordered directly from the vendor, they are
not something we keep in stock. As we do not manufacture merchandise ourselves, we are forced to rely on our vendors to ship parts when necessaryAgain I truly apologize for the inconvenience this experience is causing you and that you are forced to waitIf there was anyway to get the parts to you sooner, I assure you that we would take that route immediatelyThe parts ordered had different availability dates. The connector cable missing from the outlet merchandise had an availability date of 11.3.17. It will ship out of our Connecticut facility in 7-days. Kind Regards, Tracy S*** Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

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 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

Complaint: ***
I am rejecting this response because: I clearly asked for the entire purchase to be returned on multiple occasionsThe first time was when they delivered the adjustable bedsI was not home and delivery team did not assemble themI asked them to return and pick everything up, they never showed upMy son assembled the beds so My husband and I had something to sleep onThe motor on first one the then other base quit workingThey switched them out, second replacement offered when the frame broke, because of factory assembly problems (frame broke)That was when Ryan, Sales manager, called me back to return the entire purchaseThen he called back and would not return the mattresses.At the time they offered to take the adjustable back (after four bases)I told them I wanted the full refund and this was not over.I spoke with the *** store manager, I asked him to credit the mattressesFrom the beginning this has been a nightmareI asked if I still get the days to try out the mattressesI was told, daysThis was confirmed by the salesman, Samm, with the clearance center Manager confirmingdays, brand new in the box, the only other statement from both Manager and Salesman was that we had to try them out for no less than days.Samm and I then went to main desk and Chris the "Store" Manager verify this daysChris then replied with the same days, but you must keep them for a minimum of days.Now, Chris is saying they are not returnable because they where on clearanceWhy would I have to keep them for a minimum of days if they're policy is no return on Clearance items? I want to return the Mattresses and the Goof Proof covers for a full refund
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,
*** ***

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with usRegretfully I am unable to locate any account information that matches this consumer’s complaint within our internal recordsI have looked under the name,
phone number, email and address provided here and can only access a sales order for an online *** *** purchased in 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 purchaseIf 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 Tell us why here

Good Morning Revdex.com,
I have just called this customer and left a message on
the machine connected with the phone number *** postedPlease note this
consumer’s association with Revdex.com claim #: *** *s I am trying to avoid not
receiving a consumer response again
There are several
different concerns posted within
this complaint and most of them require more information from the customer so
that I can confirm their accuracy as well as address them with the appropriate
departments if deemed necessary
I have provided *** with my direct telephone number
via my message and am currently awaiting her return phone call
Kindest Regards,
Stephanie ** G***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: ***
I am rejecting this response because:
I am rejecting their response because I do not wish to work with them anymoreThe product they sold me is clearly defectiveThey were supposed to replace a part of the couch back in JanuaryI still have yet to receive this partThey never called to tell me the part was delayI had to figure this out myself Since my initial claim more of the couch has fallen apartI have reported this and still have no solutionI don't feel like I am asking for a lotI am only asking for the money I worked for backI do not want anymore products from Bob furniture store in my houseI do not want to work with them anymoreI'm done with themI will take my money elsewhere.
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 Afternoon Revdex.com,
Please pass on our sincerest apologies for the multiple deliveries
of the bookcase and the understandable inconvenience these deliveries caused to
our customerAs a retailer we take our responsibility seriously to honor the
original agreement we have made to deliver
our customer the factory fresh (non-damaged)
merchandise they selected and paid for via our showroomThis customer’s account reflects that all merchandise concerns have
been fully rectified as of July 3, We acknowledge the reasons why our
customer is seeking a further form of apology and stand behind the value that a
Bobs Discount Furniture Gift Card holds today and always
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 expand
into new markets and continue to grow as rapidly as we haveWe 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 amount
Should 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 by using a gift card
Should our customer wish to accept our offer of further apology we
will be happy to process and mail out a Bobs Discount Furniture Gift Card in
the amount of $
Please ask that the customer respond to this Revdex.com communication as
satisfied to have this gift card offer processed and we will mail this gift out
in approximately 10-business days from the date we receive their response
For all purposes of confirmation the Bobs Discount Furniture Gift
Card (if accepted) will be mailed to:
*** *** * ** *** *** * *** ** ***
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison

Complaint: 1***
I am rejecting this response because:
Sincerely,
*** ***

Good Afternoon Revdex.com- We are very sorry we have been unable to complete the delivery. We do have this scheduled for tomorrow morning with a window of 8am to 12pm. We do not offer call a heads We encourage the customer to utilize the delivery tracker on
*** On day of delivery the tracker updates with every stop the team makes and contains the current window to expect the team. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com-
We sincerely apologize for the errors, poor service and
lack of follow through this customer has experienced. I can see that this has caused unwelcomed
stress at a time when that stress would be particularly unwelcomed in their
life. I am especially sorry
for
that.
We recognized that we have failed this customer, as a
business, we do need bear in mind several things when compensating a
customer. The amount of the gift card
you were offered is far above what we would normally offer
As a courtesy for the issues this customer has
encountered we will make an offer to refund both delivery fees back to the two
different ** ** *ards used. In addition to
these refunds we will offer a $gift card in an effort to allow the customer
to choose a nice “take with” item from our store so that they may instead of
remembering the stress and discomfort we caused remember we did attempt to make
it right
If this customer accepts this offer, please reply to
the Revdex.com so we can create the necessary paperwork
Kindest Regards,
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

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 sincerely sorry that we have lost this customer’s
good will. That is truly not the
experience we would want any of our customers to have. We have offered additional compensation as a
Bob’s store credit. This has been
refused. That is the customer’s choice
of course. The request for compensation
was not reasonable. I do not believe
that any business would have honored that request, even to save a
customer. We are very sorry that the customer
remains dissatisfied.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com,
Please pass on our sincerest apologies for the inconvenience
our customer has experienced as a result of our verbal failuresI attempted to
contact this customer via telephone this morning at the number provided to Revdex.com
and left a message with my direct phone number for
follow up
Please know that we have addressed the coaching concern
presented and our sales staff is not provided with any extra incentive for
financed ordersDuring the process of application for financing the
customer(s) must provide their social security number and also fill out/sign a
formal financing applicationWe also list on the customer’s sales invoice
(that is commonly signed prior to the customer leaving the store) a clear
disclaimer that this is a credit card agreement with *** ***:
This transaction is under your Credit Card Agreement with *** ***
*** *** *** (the "Bank")
Within our trifold (commonly provided to our customer’s at
the time of purchase) we denote a disclaimer for the stock of the merchandise
and schedulingOur sales associates and retail staff do not usually know the
exact amount of stock left in any of our distribution centers and normally call
to schedule the order so we can deliver the requested merchandise as soon as
possible
Again we apologize for any inconvenience our verbal failures
have caused this customer and look forward to their full satisfaction upon
their current scheduled delivery (7.22.2015)
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison