Blue Ridge Travel

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 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 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 Afternoon Revdex.com,
We apologize that our customer
experienced any disappointment with their furniture and we assure our customer
that we have stood behind taking ownership for the defect experienced and
making the concern right under the policies set forth during the time of sale
Furniture today is primarily
manufactured in mass qualities and while a defect can occur it does not make
the entire product line thereafter defectiveWe are also sorry that we were
unable to honor the customer’s request for a refund; we stand behind the
policies that we have in place in order to keep all resolutions fair for all
customers alike
Our records indicate that we have
delivered the exchanged items successfully as of We apologize to
our customer again as it was never our intention to cause them any disappointment
Kindest Regards,
Stephanie aG***
Bobs Discount Furniture
Customer Care Corporate 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 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

Dear Revdex.com,
We are very sorry that the customer is not accepting
the compensation that was already accepted and processed. We would not be able to offer any additional
compensation.
Kindest 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 date of November
Parts are ordered
directly from the vendor,
they are not something we keep in stock.
This particular vendor has advised they are delayed in shipping at this
time. As we do not manufacture merchandise
ourselves, we are forced to rely on our vendors to ship parts when necessary
While we understand your frustration that
these pieces were not delivered in showroom condition, we are relieved knowing
you do have pieces that are able to be used until we receive the brand new
parts from the vendor
We have ordered two storage drawers for the
bed. In your complaint you note that it
is dresser drawers. Please advise as the
parts that were reported to us as damaged are the under bed storage drawers,
which would not be compatible with the dresser drawers. If it is the dresser drawers we can cancel
the part order for the storage drawers and offer to exchange the dresser due to
the error in the part order
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
I have researched this account and reviewed the claim/photos
of these items as submitted to ***
Please pass on our apologies to the customer for the disappointment
she has experienced with the *** companyAs we are a separate organization
all together I
have reached out to our customer via telephone today (9.25.2015)
and left her a message with my direct phone number for contact back
(###-###-####)I would like to discuss the option we have available for
resolution directly with our customer and look forward to speaking with her
when she able to return my call
Thank You,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon, We are very sorry for the customer’s frustration with the part delay. The customer received delivery in March of 2015. The merchandise was covered for one year under a Manufacturer’s Warranty for one year from the date of delivery. This warranty expired in March
of 2016. The customer called us in January of to report the concern. This was almost months after the warranty period ended. We have offered this customer parts as a courtesy. While we understand that the part delay is frustrating, the customer chose not to purchase Goof Proof protection, which would have extended the warranty period to five years and enabled us other options. Parts are ordered directly from the vendor, they are not something we keep in stock. This particular vendor does have a longer ship time. As we do not manufacture merchandise ourselves, we are forced to rely on our vendors to ship parts when necessary We are very sorry that the customer only received one core from the four that were orderedIf 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 Once the cores have been received, you can call in for an account review for compensation 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 immediatelyKind Regards, *** *** 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
Just as a clarification, I was calling for the goof proof protection when I called to have someone come out and take a look at it. If the person on the phone didn't understand that, I shouldn't be to blame. I specifically stated that I was calling to make a claim on my goof proof warranty for my sofa. I didn't say that what was wrong with the sofa was a defect in the product. I stated that it was an accident at the house, and that I wanted to have it repaired. No one told us to call guardian. Not when I called to state the problem, not when the tech came to the house, and not when my Father in Law was on the phone with the Customer Service Department.We would like to take the credit for the merchandise. If you could please let us know how we would go about redeeming that
Sincerely,
*** ***

Good Afternoon Revdex.com-
We are very sorry for the concerns represented in this
complaint. We have reviewed the account
and the reviewed the recorded calls from the customer into the call
center. The customer has been dealing
primarily with the store. The customer had
two
scheduled exchanges
the store canceled the appointment on behalf of the
customer as the customer did not like the timeframe they received
was coded as a Not At Home; team was there inside of
given timeframe of 2-6pm.
If the customer would like the refund, they must call into
customer care or the store and schedule the pickup of the tables. While the cancelation of the appointment on
might have been a miscommunication with the store and the customer, our
team was absolutely at the home, within the given timeframe on 1.7.17. Once the return is picked up, we will release
the refund. The customer split payment
between the credit card ending in *** and cash. The refund is already set up correctly, the
portion paid with the credit card will be released once the pickup is
completed, the cash portion will be refunded as a corporate check.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with us We can understand the customer’s frustration
with only having half of the piece in the home now for a week. We do only offer compensation for delivery
failures as a Bob’s Gift Card. We do not
offer to discount pieces that are showroom quality. We are not able to compensate for a customer’s
time or for lost wages. We believe in
offering equal and fair compensation when we have failed a customer. It is based solely on the failures. We can certainly offer compensation once the
delivery has been completed on 9.14.16.
The customer can call in to any agent and request an account review for compensation. This would be as a Bob’s Gift Card regardless
of who is offering the compensation.
As we have failed to complete the delivery, if the
delivery fails for any reason on we can also offer to pickup the pieces
in the home for a refund back to the original form of payment
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

Good Afternoon Revdex.com-
We are very sorry that this delivery has failed. We were able to review the photos the team
took in the home of the new ottoman. We
do see the nick on the side. We can at
the time offer the customer the option of picking up the entire set for a
refund or we can refund the delivery fee and offer a concession to keep the
ottoman as it is in the home. This would
be a percentage back on the cost of the ottoman to keep it as it is in the
home. The offer is documented in the
customer’s account; the customer can reach out to our customer care department
at their earliest convenience.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are very sorry that this customer is having issues with
the bedroom furniture. We were able to
view the claim that the customer had submitted to the *** protection plan
in 2014. She had reported at that time,
that in moving around her bedroom she
had damaged both the chest, puncturing a
hole in the back and the bed, that she had moved it while it was not properly
supported.
We will not be able to offer any recourse on the chest, this
is clearly not a manufacturing defect or issue.
We have attached a copy of the photo the tech took for reference.
We have placed an order to see if we can have new support
feet and slat hardware sent to the customer directly to try to stabilize the
bed support. If these are available from the vendor, they will be sent directly to the customer.
We are not able to offer any compensation as this damage was
caused by the customer in moving the room around.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Complaint: ***
I am rejecting this response because: there is no mention to the parts for the tall dresser chest eitherA tech came to my home weeks ago and stated they had to order new glides (for the tv stand, for the chest) and NO ONE has called me to verify this parts order or advise when it will ship.So, you state you will replace the tv stand, what about the tall dresser?????
Sincerely,
*** ***

Good Morning Revdex.com,
We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. I see the purchase was made in April
2012. At the time the sale was created
the customer purchased *** ***. This
gave the customer
five years protection for all damages that occur through a
single accident. These are to be
reported to *** *** for review and recourse
The merchandise came with a one year
warranty for manufacturing defects through Bob’s. That one year period ended in May 2013. The set that was originally delivered was
reported to have issues within the first year, during the manufacturing
warranty period, so it was covered
We offered the customer a Best Effort
Service. This is a courtesy service to
see if the tech can make any repairs with the stock supplies on his truck. This is a service we offer free of charge for
the tech to stuff or sew up seam separations or touch up pieces. The tech went to the home on 8.10.16. He did not report that there were any defects
present. He did report that the pieces
were condition for pieces that have been in the home being used for over
four years.
These pieces are far outside of the one
year warranty and we have already extended a Best Effort service. There are no parts available for this
set. We have no options to offer this
customer
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison

Good Afternoon ***,
Thank you for clarifying the type of bug that you have had a
concern with and for attaching your documentationsI apologize again that you are experiencing
this concern and understand your frustration and need to have this concern
resolvedAs stated previously we have multiple protocols and procedures in
place that we adhere to daily to avoid any type of pest contamination
Although the site
of infestation may have thrived and survived within your foundation, it does
not signify (in any manner) that the infestation originated as a result of having
new furniture delivered
Please know that
I have no intention of placing blame for this concern within my communications
to you and I truly wish that there was something we could offer to assist you
in this circumstance but Bobs Discount Furniture does not sell or deliver
products infested with pests
In regards to the dispute you have made to the product being wrapped
from our manufacturer, I noticed that you purchased a memory foam/gel mattress
from usThis type of mattress is normally wrapped up and rolled (like a
rolling pin) for shipmentWhile unlikely it is possible that the team un-wrapped
the mattress in our truck prior to bringing into your homeWhat I find almost
impossible to consider is that you are
indicating you watched a
person place your bedding (which you had just purchased and planned to sleep on
for many nights) onto the street/ against a vehicle and accepted this
merchandise into your home (and used it for nearly a year) without ever notifying us of this occurrenceI
stand behind the fact that in following our procedures within an average
of 4,deliveries a day, your bedding remained in its factory wrapping up
until the time it was delivered to you
I am so sorry
that you have to deal with this concern and I apologize again that Bobs
Discount Furniture is unable to take responsibility for an occurrence that was not
caused by the furnishings you purchased from us
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com- We are very sorry that this sleeper and mattress did not live up to the customer’s expectations Sleeper sofas are not the right fit for every customer In an extreme effort to meet this consumer’s demands for resolution we will make a one time only courtesy offer for
resolution (listed below)Should the customer wish to accept this offer they must answer the Revdex.com that the offer is accepted. We will then release the credit to the stores. The customer can than go into any of our stores to access the credit. Advice the store there is a credit in the system, the store will schedule the new delivery at the same time as the pickup, ensuring the customer will have a piece in the home. The sleeper and mattress must be removed to allow the new deliveryCourtesy Offer for Resolution: If the customer would like to reselect to a different set we will provide a credit (store credit) of 100%This 100% will be based off of the original cost paid for the sleeper and the mattress As with all courtesy reselections the customer would be responsible for the new delivery feeKindest Regards, Tracy S*** Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Good Afternoon Revdex.com- The refund check was mailed from our Connecticut offices on 9.6.17. The customer should have it in their possession at this timeSincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here