Blue Ridge Travel

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:This is completely not true that the customer (myself) informed them that they (themselves) caused this spring damage to the mattress during a moveI told technician that we noticed the damage wen we turned mattress over when moving. Mattress was handled with care at all times and we used proper support for it.
Sincerely,
*** ***

Good Afternoon Revdex.com- We are very sorry for any delay in processing. We do not normally accept any merchandise for a refund. The store made an exception for this customer. The customer did return it to a different location than they purchased from. The paperwork has been
processed and the customer has received the refund to their credit cardSincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

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 Morning Revdex.com,
We are very sorry for the issues presented
on this customer’s complaint. We
understand that this customer is frustrated with the experience they have had
with Bob’s, there are a few inconsistencies from what has been reported and
what we see in the account.
When merchandise is refused by a customer
it does go through an inspection upon returning to our warehouse. The merchandise from the first delivery came
back and was found to have a large scuff on the sofa. There were no other damages reported from
re-inspection. While I would never
expect a customer to accept and keep damaged merchandise such as this, the rest
of the delivery could have been accepted.
The service technician scheduled to come to
the home on was scheduled with an estimated timeframe of 11:30am to
1:30pm. He arrived at 1:and departed
at 2:10. He was minutes later then
the estimated timeframe that was given.
We do sincerely apologize for any
misconduct on the delivery team in the home.
We do expect that our teams will conduct themselves in a professional
manner at all times. If this team did
not follow that policy, that absolutely reflects on Bob’s and we are very sorry
for that unprofessionalism.
We did offer compensation for the issues
the customer has addressed. This
compensation offer was accepted in February
We are very sorry for the concerns this
customer has presented. On every
customer’s sales order, reviewed and signed at the time of purchase, is our
refund policy. We would fully expect
that each consumer does read the sales order they are signingAttached please
find a copy of this customer’s sales order for their reference. It does state you may request a refund at any
time up until the time we deliver or the customer picks up.
We are sorry we are not able to accommodate
this customer request for a refund. We
do have a reselection credit in the system for the Sofa and Chair. This customer is encouraged to visit the
store location of their choice and see if they might find merchandise more to
their liking
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison

Complaint: ***
I am rejecting this response because:The business was totally incompetent not once, twice or three times...but four A gift card for when nothing there cost that muchAlso I find it insulting due to a gift card suggest that I have to shop at Bob's againLesson learned I will NEVER shop there or recommend their store to anyone ever.
Sincerely,
*** ***

Good Afternoon Revdex.com- We are sincerely sorry for the concern. The customer purchased a bonded leather set in 2013. The set came with a one year manufacturing warranty. That warranty ended in April 2014. The customer reached out to us with the concern, we reviewed the photos
that were sent and offered the customer a partial credit on the two pieces. As the pieces were far outside warranty, this was offered strictly as a courtesy. The customer chose not to use the credit and it has since expired. We are very sorry, as the customer was previously offered a partial credit and chose not to utilize it, we have no further resolution to offer. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture 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,
*** *** This case started in August 27,2015 and because I reached out to Revdex.com in October, *** just now stopped jerking me around and are responding to my constant calls to offer me a $table or $check, when I paid $for my dining room table. I want what was promised to me when I purchased the $table either repair or to be replaced in equal value. *** can send a technician to repair my $table and the issue will be resolved. I'm not being difficult that is what is stated in the goof proof insurance. *** ***

Good Morning Revdex.com,
As of our Customer Care Offices scheduled a service
appointment for 09/01/to rectify the following concerns:
These are
notes from the service order entered:
“Right Arm Facing -RECLINER
IS LEANING, CUSTOMER BELIEVES FRAME IS BROKEN AND THIS WAS
CAUSED BY DELIVERY,
TV CONSOLE IS LOOSE AND WIGGLES AND CUSTOMER SAYS THE DELIVERY TEAM MAY HAVE
DONE THIS”
As the customer has chosen not to disclose the actual occurrence
of damage she alleges her daughter admitted to causing I am not sure if this
service order covers the customer’s needs in full
At this time we are scheduled to resolve the concerns
listed above under the protection plan our customer purchased, the five year
original term is not affected by this service, and should the customer need
further assistance with another claim we ask that they respond disclosing what
that concern actually is
Thank You,
Stephanie G***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: ***
I am rejecting this response because: The package they are referring to was delivered to my home yesterday, 12/17/2015, also referenced by looking up the provided tracking number on the *** website which also states a delivery date of 12/17/ The tracking number provided matches the tracking number listed on the package The package I received was a left-side facing coil seat and cover AND a right-side facing coil seat and cover I called Bob's Customer Service yesterday to confirm what I had ordered when I placed my parts order in October and was told that I did in fact order the correct SQUARE or middle couch cushion coil seat and cover The part(s) they sent me are incorrect, and I only ordered ONE The package was sent to me from another furniture company in Tennessee, and on the packing slip it lists that these parts were ordered by Bob's Discount Furniture and drop shipped directly to me This is not the correct part I ordered, and once again, I was never contacted to be updated on the shipping progress When I spoke with customer service yesterday, I was told I had a ship date of 12/24/for a square cushion, but I can not be certain if that information is correct
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: It is totally unprofessional to charge for delivery and then make the customers wait three monthswe would like a refund for the delivery charge and we are still discussing if even want the furnitureWe may be dropping the mirror off and cancelling the rest of the purchase
Sincerely,
*** *** *** *** *** ***

Good Afternoon Revdex.com-
We are very sorry if the delivery service was not
satisfactory. We would like to see the
photos the customer has taken.
Unfortunately, there are no photos on the Revdex.com mediation site to
view. We have photos that the team
took after the
delivery. They do not show
any mess left behind, but as they only submitted a few photos to us, we
understand that the photos do not represent the entire experience.
If the customer would please attach photos to their response
we will review accordingly.
Sincerely,
Tracy Sanborn
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com-
We agree that it is unfair to ask this customer
to have recliners in the home that are only months old that the customer can
not use. We agree the customer should
not have to wait months for parts. We
are very sorry that this customer was given that as the
only option. We will absolutely be exchanging the recliner
for the customer. The exchange has been
set up; the customer will need to call into either customer care or their store
to schedule the exchange. We do always
offer parts and service first, and we will continue to honor our warranty in
the future. The order numbers for the
exchange are *** and *** please reference these when calling to
schedule. We are not able to offer a refund on any
merchandise that has been delivered into the home, we hope the customer will
accept this option
As this is a one time courtesy- It should be expected that for any
future occurrences of concern, on any other sales order, this individual
consumer is agreeing to adhere to the terms and conditions of their warranty
coverage and the determinations of Bobs Discount Furniture’s Service
ProfessionalsOur Service Policy is fully disclosed on the customer’s sales
invoice and provided at the time of sale
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate 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,
*** ***

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery 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 cannot link this to any 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 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 Afternoon Mr***,Thank you for choosing Bob's Discount Furniture and purchasing the Guardian goof proof planI apologize if the plan has failed to meet your expectations.Goof proof is designed to provide coverage against most common types of in home accidental damage, resulting from a
single incident, when properly reported. Seam separations are covered under the one year manufacturer warranty through Bob'sWhen we dispatched our technician to your home on May 6, 2015, he assessed the loveseat and found the damage to be excessive, beyond repair and unrelated to a seam separation (I have attached photos)Based on the information you provided to goof proof -there was a seam separation, animal damage and the loveseat looked flawed since delivery, in August Your claim was denied as none of the reported damage is covered under the planDamage resulting from the teeth, beak or claws of an animal is not coveredPrior to reporting the claim to goof proof you contacted our (Bob's) customer care office in November and March 2015 with concerns on the ottoman however, you never mentioned anything about the loveseat being flawed since delivery, August 2014.Given the extent and cause of damage, neither Bob's nor Guardian are able to repair the affected areaAt your request, I will cancel and refund the plan in its entiretyYou should expect to receive a refund check within 10-business days.Bob's Discount Furniture truly appreciates your business.Thank you,*** **

Good Morning ***,
I apologize that you have personally
experienced any disappointment while working with Bobs directly or speaking
with the Guardian company
As the Revdex.com is aware, the size of our
business is massive and we would not be continuing to grow so rapidly into
new
territories if we operated without honesty and transparencyWord of mouth
travels extremely fast especially in an age of technologyI do not deny that
we, like any business, have unhappy customers who have experienced failures or
headaches while seeking to resolve their claimsThe internet is a place where
information even from many years prior remains currently viewed and judged
uponMany customers whose claims have been resolved don’t feel the need to
take action on reposting/posting positive feedback
I am truly sorry that you believe to
have experienced any confusion during your time of sale, we do not deceive our
customers, support products and plans we do not find valuable, and we do not
force our customer into buying any productTo categorize our protection plan
as poor quality or state that all of our customers are complaining just
doesn't give the nearly 3,customers that are receiving a great experience
today and in the future, as well as my nearly 4,team members who strive
every day to make the experience a pleasant one, ample creditWe do provide a
general flyer at the time of every sale that very clearly indicates there are
some exclusion(s) to the protection plan and that document further encourages
the consumer to read their full plan documents for the list of exclusions
We partner with Guardian to offer this
genuinely valuable option to all our customers and uphold the terms of coverage
in order to ensure all resolutions are kept fair for all customersWith this
being said, we are willing to make a valid effort to work above policies and
procedures and reach out to you as an individual by offering to refund you the ‘Goof
Proof Plus’ plan, ultimately canceling the protection that you have indicated
offers you no significanceThis is an offer we make to meet your individual
demands and while we continue to apologize that your concern of animal damage
is not covered; keeping the plan for its manufacturing warranty and covered
accidents worth remains the route we strongly recommend for you and the
continued future of your product
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison

I have had nothing but trouble and the complete run around trying to get these piecesI came to the store and spoke the Leon, and he was also confused on why the pieces werent thereIs there any compensation or refund that I could have because your customer service department has given me the run around with everything.
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 Morning Revdex.com,
I have thoroughly reviewed the account. I find most of what the customer has listed
is correct. I am sorry that this
customer feels that their issues have not been adequately addressed
We have offered the reselection on the sofa at 100% because it
is
still under warranty. The loveseat has
no manufacturing defects. We are under
no obligation as a business to offer any credit on this piece. The $credit that was offered this
customer was done so as an extreme courtesy.
If the customer does not wish to part with this piece because of the 30%
usage fee, we can remove it from the credit so that they will not be losing
money on that piece and they can reselect on the sofa only. As Bob’s does not make furniture we do not
have any control over this manufacturer’s decision to no longer make this set,
because it is no longer made we do not have the option of just replacing the
sofa as this customer had requested. If
the piece was still in production, that would have been our first offer.
The part delay on the chairs is also an issue where we are at the
mercy of our manufacturer’s. The part
order was placed on November 21, 2015.
This vendor normally ships parts within thirty days. There are no notes from the parts department
as to the cause of the delay. Often it
is an issue with container ships coming through customs. This customer should not have had to wait so
long for this to be rectified.
I will offer this customer compensation as a $ECard for the
delay in the part order. I have also
amended the two reselection credits to include free delivery a $value. We would not be able to offer any additional
compensation.
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 reasoning and photos of the damage 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. By ***’s guidelines this is not a
verifiable accident.
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
Explaining to a customer that the damage is not a
manufacturing defect, that it was caused in the home is not in any way a
defamation of character. There is no judgment,
only a statement of the fact that this damage was not a defect in the
workmanship. We are very sorry if this
customer felt any different
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison