Blue Ridge Travel

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

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

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,
*** ***

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

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 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

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
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,
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

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 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

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

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-
Due to the intricate nature of this complaint, we have
already reached out to the customer directly to discuss our offer of
resolution.
We are very sorry that there continues to be
miscommunications in regards to the account*** *** only bills the
customer for pieces
that were delivered. If it was not
delivered there is no credit to apply to the new merchandise. The undelivered merchandise was not charged
to the customer.
The offer of refund of the delivery fee is a generous
offer. That was offered as an extreme
courtesy to the customer, knowing the failures had caused the customer
complications
The delivery team is required in all No Fit deliveries to
take photos of the attempt. The delivery
team did attempt to deliver the adjustable bed.
They did take photos which clearly show the piece would not fit up the
stairs. We are very sorry that this
could not be delivered, that was not a fault of the delivery team
The delivery team’s behavior has been reported to their
direct supervisors. We do expect and
require our teams to conduct themselves in a professional and appropriate
manner. If a team fails to meet this
standard it is address by delivery management.
We are very sorry that the team
caused the customer to feel uncomfortable in her own home.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Dear Revdex.com,
Bob’s and *** are two different companies.
Our technician did go to the home, tighten hardware and reported the
issues were not manufacturing defects.
Due to the damages being caused in the home and not a defect, the
customer submitted a claim with ***.
The customer would need to submit photos to *** per their request
to have the set covered under the protection plan.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry for the concerns the customer is having. The pieces in the home were purchased in May 2015. The customer reported issues with one piece of the bedroom set; the other pieces do not have any concerns reported. The customer was entitled to
reselection on the vanity only. The other pieces were included as a courtesy only. The set the customer chose for the reselection is a distressed set. The set contains worn spots, worm holes and other distressed characteristics. The team took pictures of the pieces the customer refused as the point of delivery. There were several areas the customer was dissatisfied with due to these characteristics. We suggest that the customer chose a set that does not feature any distressing. We would not be able to offer a refund on merchandise that has been in the home for over two years. Sincerely, *** *** *** *** Bob’s Discount Furniture Tell us why here

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,
*** ***

Complaint: ***
I am rejecting this response because:i put that stuff in the drawers after they were already off the track and I even told your technician thatI have nothing but problems when it comes to your companyEven though I had problems before I still gave your company another chanceI will not pay for new drawersSo your also telling me that the pole in the middle of the bed sitting crooked wasn't on accident? I had to put wood glue in the hole where the screw goes to temporarily hold itThis bed falls apart more and more everydayYou are trying to cover up the horrible quality of your productsI will be sure to spread the word to everyone I know and social media about your lies and how you rob your customers by selling them an "insurance" plan that doesn't cover anythingYou will lose a lot of customers along with me who unfortunately I furnished my entire apartment with your companyI'll be sure to bring ny business to a legitimate company next time
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,*** **