Blue Ridge Travel

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 me
Sincerely,
Michael R***

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

This response is similar to what we
were told when we attempted in good faith to resolve this issue within four
months, and it could even be less than three months from the purchased dateIf
as a consumer a product was purchased from your store, in this case the sofa
set and in less than three months you found a defect, how would you feel if you
were treated like we are?
Bob furniture did send out a “tech”
who stated that indeed something needed to be doneTo our surprise your
processes includes another team making the decision if a repair will be needed
Which at first we was a bit skeptical regarding why a second group would need
to decide on this matter who were not directly involved in the analysis
Nonetheless we were assured that
we would get a follcall from Bob’s I guess “expert” who will make the
decisionHowever, no one called us back until we reached again to the company
to be told this was due to wear and tear, and nothing will be done
This response sounded like, and still is a total disregard for a company’s
moral principle to their customers
Yes we were given the opportunity
to purchase a stain proof warranty which we did not acceptWe did not need such
warranty since we don’t have any kids at homeNo one informed us of an extended
manufacture warranty And even so, according
to your response this model is manufacture discontinueSo if we had purchased
an extended warranty I wonder what excuse we will have been provided with nowYour
company had all the opportunity to correct this issue within the warranty period
and refused, claiming wear and tear, and you are still doing it now using the
product is discontinue
Based on your comment that this set is no longer
manufactured, and given the fact that we initially were told our issue is due
to wear and tear after only having the set for less and three months from just
sitting in it, caused the defect, we strongly request that a full refund be awarded
We are willing to have your “expert” visit our home at absolutely no cost to us
to look at the set to see for yourself and maybe it will help your customer
service in the future! In any event we are requesting that something be done since
your company did not acted upon our request after your tech first came out to
look at the set, and who stated it was defective
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Good Afternoon Revdex.com-
We are very sorry that the customer remains dissatisfied The delivery company has reached out to the
customer. They are currently working on
the claim. The compensation that was
offered was accepted and processed. We
would not be able to offer any additional compensation
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

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-
We are very sorry if there was any confusion on this
credit.
The customer did reach out to us on 1.18.17. The credit was extended as a courtesy for an
additional thirty days. The credit will
expire on 2.18.17. We would not be able
to extend
this any further.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry the customer has had several failed deliveries and damages. We have reached out to the customer directly to ensure the last service is completed successfully and the customer is satisfied with the pieces in the home. We will be happy to discuss
compensation once that is completed. Sincerely, Tracy Sanborn Corporate Liaison 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,
*** ***

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: My Bed was *** set, not a ***? That's part of the frustration with this because no one is fully listening or caring to understand what I'm explaining. That Article # I gave in the previous email was from your store in Freeport, NY on the *** setI'm not sure how the legs cannot ordered but the bed can be purchased in the store?? And if this is the case, I wish I was told this back in June instead of 3mos of aggravation that still got me no where. I would definitely take the number to the CORRECT manufacturer please
Sincerely,
*** ***

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

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

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

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 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

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,
*** ***

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 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