Blue Ridge Travel

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,
*** ***

Good Afternoon Revdex.com- We are very sorry for any confusion or miscommunication this customer is experiencing using the warranty for the merchandise purchased from Bob’s. I see that this purchase was delivered on and at the time of purchase, the customer purchased the option of Goof Proof
Plus. This protection plan has two aspects. Through Bob’s this customer is covered for a period of five years for manufacturing defects. Manufacturing defects must either be verified through a Bob’s technician visit and report or through the customer submitting photos which are then reviewed by a staff trained specifically in that area. The other side of this plan is through a third party company, Guardian. Guardian covers the merchandise damage resulting from a single accident. Accidental damage must be reported within thirty days of occurrence and the customer must be able to provide the necessary details to clearly indicate that this damage occurred through a single accident or incident and not through everyday use, misuse or abuse of the merchandise. A photo review was done and it was determined that the damage was not from a manufacturing defect. The customer disputed this determination so a tech was sent to the home on 9.8.17, the tech did not find any manufacturing defects that caused the damage This does not mean the customer would be able to submit a claim with Guardian If the piece has sustained damage from everyday use, not through a single accident, this would not be coveredThe customer submitted a claim to Guardian. This is what the customer reported- “Customer stated that the wooden frame that is located in the front of the bed is brokenStated that the wooden planks moved out of placed and when she sat on it there was not support when she sat on it so it brokeStated that she has had nothing but problems with Bob's furniture and they never assemble the furniture correctlyStated that she was told by BCC to call and file the damages with us here at Guardian” This is not damage that resulted from a single accident. Guardian has rightly denied the claim. This damage is not the result of a manufacturing defect; this damage was caused in the home Kindest Reg***
*** *** Corporate Liaison Bob’s Discount Furniture Tell us why here

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

Good Afternoon Revdex.com- We are very sorry for the discomfort the part delay has caused. We have completed the exchange on the chair at this time. The customer has a brand new functioning chair. We ask the customer to advise if they have any further issues with the new piece.
Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture

Good Afternoon Revdex.com-
Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and missing product continues to cause
our customerWe can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels that they can no longer
trust us
to deliver correctly
The set in the home was set up as a courtesy
reselection for this customer. The set
in the home does not have any manufacturer’s defects. On any power motion set, small gaps or
spacing is necessary. If there was no
space and the pieces fit tightly, they would not be able to move or
recline.
As this set is up to manufacturer’s standards we would
not be able to offer a refund for a personal preference issue. We can absolutely offer this customer a
second attempt on the Commander set. I
do see that there was a small tear, a delivery caused damage on this set and so
the first attempt was refused. If the
customer wants to proceed with this set we can absolutely offer to compensate
this customer for the frustration of multiple deliveries.
We can also offer the customer a discount on the set in
the home a concession to keep the set, if that is something they would like to
discuss.
To schedule the delivery for the Commander set or to
discuss the option of a concession to keep please call customer care at
###-###-#### Mon through Sat 7:00am to 8:00pm or Sunday 11:00am to 7:00pm
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison

Complaint: ***
I am rejecting this response because: the business in question insists on taking my furniture out of my house without delivering my new furniture where the police report states and shows the damage done for my furniture as well as not delivering what they promised. also the customer service representative that told the driver on the call through the speaker “just ignore this delivery and move ahead to the next stop, do not leave his furniture” along with the driver who tried to run over me when I asked him to leave my furniture without delivering the new one -which was captured by the servallianve camera as well as my neighbors-.Also the *** store manager who have ignored my calls for days and every time I try to reach to her they say either is she with a customer Or not available and will call me back within an hr which never happened.Absolutely not surprised with the vendors response due to all the lies and fake promises they spreader.the pictures attached for the sofa as how the delivery team left it and the police noted in the report
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I have called numerous times regarding the issue with my furnitureIt is not a manufacturing issue and I am aware of thatWhen someone came to look at my furniture I was unaware that it was somebody for the manufacturer part of it I was expecting someone from *** Again I was bounced around and not listened to this is completely unacceptableWe purchased *** for a reasonIf damage is done buy us it should be covered by what I was told when we purchased the coverageEvery time I call I'm bounced back and forth between *** and the manufacturer coverageI don't care which one is supposed to fix my furniture I just want it fixedOr please kindly refund me my money backThis is unfair to me the consumer and it is completely unacceptableI purchase the coverage for reason.
Sincerely,
*** ***

Good Afternoon Revdex.com-
We are very sorry that we were not able to complete the
delivery on the first attempt. We do
offer the dimensions both in the store and on line to try to eliminate this
from occurring. We understand how
frustrating waiting for a delivery that can not be
made can be. Delivery teams do not get paid for a stop
that they can not make; it is in no ones best interest to have a delivery that
can not be completed
We have a policy in place for a “NO FIT” call. When the team encounters a delivery where
they feel that they can not safely make the delivery, causing damage to neither
the home nor the merchandise, they must make the attempt and take photos showing
the attempt was made and why it could not be completed. The team making the delivery attempt did take
the photos of the attempt showing that they did in fact try to make the
delivery. The photos clearly indicate
the piece would not fit in the elevator.
It does not appear that the team made an attempt to carry up the stairs
We do have a team scheduled to make this
attempt 3.10.17.
If the team is not able to complete the delivery on the
customer can certainly reselect to different merchandise that is smaller and
can easily fit.
We are very concerned if there was any issue with the
treatment the customer received in the store.
We do hold all Bob’s employees to a high standard of conduct. We would not expect any Bob’s employee to act
in a disrespectful or rude way. While we
would like to be able to accommodate every customer’s request all the time,
that is simply not a possibility. There
are situations where company policy will not allow for an accommodation to be
made.
Kindest Regards,
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 meOnly so that I can be done and move onWe will never purchase from them againThey are still not correctly stating the problem as it really happenedHow frustrating that this company does not truly own their mistakeI can not waste anymore of my time or energy on thisThank you for your help
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 meHowever the *** *** from ***, I feel should be refundedI do not care if after this is settled that there would be no coverageWe were lied to about what was covered and what was excludedWe were never shown a list of exlcusions because if we were, I would not have accepted themThe very things that claim to be covered are also exlcuded thus essentially voiding all coveragesI want to thank Bob's for taking action on this but feel this is also a very important peice of the problem
Sincerely,
*** ***

Good Afternoon Revdex.com-
We are very sorry the customer feels that the reply was
generic. As this concern is already
being addressed by a Bob’s employee the reply was correct
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com,
Our records indicate that the chair that was supposed
to be picked up by the customer (on 12.11.2015) was not picked up because it
was “the wrong chair”I was seeking to be proactive and ensure the second
replacement chair sent turns out to be the correct item the customer needs
replacement on, however the second replacement chair shows as already in
process for its way to the pick up location
At this time our business is addressing the needs of
our customer as the arm chair is scheduled to be replaced this week, I believe
the customer’s initial complaint was in regards to a back order wait and that
concern is no longer valid with the resolution we have set up
Kindest Regards,
Stephanie AG***
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,
Michael R***

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 *** to rectify the situation and
reach a satisfactory outcome 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 Afternoon Revdex.com,
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 *** *** ***
In an effort to ensure our
customer’s claim was handled fairly I was able to
obtain the denial reasoning 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.
This is the statement the customer made to ***-
CS: There is a
piece of the stone table top that kind of cracked offI have no idea what
happened to cause this damage, because when I woke up this morning, I noticed a
piece from the side part of the marble top was missing and found it on the
floorI have no idea because after dinner, me and my wife went to sleep, and
my year old son couldn't have done this
Bobs Discount Furniture’s responsibility under the Goof
Proof 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
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

Complaint: ***
I am rejecting this response because:
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 soooo much!
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