Blue Ridge Travel

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
I have received the new remote What is the compensation being offerred by Bob's?
*** ***

Good Afternoon Revdex.com- We are very sorry, it does appear the manufacturer is delayed in shipping this seat cores. I have reached out to our parts department manager to see when the customer should expect the parts. The part order was placed correctly, this vendor is experiencing a delay right now. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: ***
I am rejecting this response because: I gave them cash when I was told they would be able to deliver the furniture now the company wants to place the blame on acceptance now but bobs took the money in the first place it is not separate cash register for each company they are affiliated and want to try to give me the run around because I wouldn't accept there unprofessional manner
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Thanks for getting back to meMy last discussion was with someone there was that could order those alternative legs for meI had already went to the store and checked out the new Fremont king bed set that looked exactly like the one I hadThe legs looked exactly the same as wellI have the sku # and would like for them to be ordered please.Article # *** I just need the legs to the headboard and footboard, not the slatsThey sent me slats legs last timeAny help would be very much appreciated Sincerely
Chantay L**

Good Morning Revdex.com,
We are sincerely sorry for the errors
that caused a delay in the customer receiving their refund. We do show that these were rectified and the
refund was released to the customer on 9.1.16.
The customer should have this in their possession currently. We
are very sorry that this experience was
not what we would have wanted for any customer.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are sincerely sorry that this customer has experienced
stock issues. We are showing that this
order is scheduled for delivery on This has not been canceled and
there is no refund pending. If the customer
is looking to cancel this order for a
refund, they should reach out to the
store as soon as possible
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com,
Please refer to our original response for all rejections to
this claimAs a business our response remains strong that Bobs Discount
Furniture did not initiate a duplicate charge to this individual’s bank
account
Thank You,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Afternoon Revdex.com,
Our records show that this item was delivered on 12/19/
and we apologized to our customer for any failures they experienced by
providing a $Bobs Discount Furniture Gift CardAs our records indicate
the above information our business considers the concern
posted as resolved
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com-
We do understand the customer’s frustration. We have a set policy we follow, all
manufacturing defects must be documented with either a technician report or
photos the customer submitted. On April
5, we sent this customer an email on how to submit photos
of the issues
with the table. I do not see that those
photos have been submitted. We would not
be able to offer any sort of recourse without either a technician report or
photos clearly showing that there is a manufacturing defect. We will accept those photos attached to this
complaint or the customer can submit through Bob’s regular channels
The customer needs to call into customer care to schedule the service for
the technician to install the cores that were received. As these parts do not come through customer
care, we would not be aware that parts were received unless the customer called
to advise. In an effort to make this as
easy as possible for the customer, I have already created the installation
If this customer would like the technician to inspect the table while in
the home, please advise when you call into customer care to schedule, the agent
will add to the existing service to ensure the tech is given adequate time to
complete both services
SERVICE POLICY
We guarantee that
our new products will be free from factory defects for one year from date of
delivery or pickupOur mattresses and motion furniture may carry additional
factory guaranteesYou must report any factory defects to our Customer Care
team within one (1) year of possession, and a Customer Care representative will
schedule one of our Service Technicians to inspect the item and service it to
factory standards at no cost to youIf the Service Technician determines that
the factory defect is not serviceable, we will replace the affected item, one
timeIf the item is no longer available, you may reselect to other merchandise
or we will refund the purchase priceIn the event of a reselection we will
charge or credit you for any price difference between the original and the
re-selected itemMerchandise purchased from our “Pit” or Clearance Centers
that is not brand new/factory fresh is excluded from these factory defect
guaranteeswear and tear or customer-caused problems are also excluded
Service can only be provided within our serviceable area to the original
purchaser as stated on your sales receipt
Kindest
Regards,
Tracy
S***
Corporate
Liaison
Bob’s
Discount Furniture

Good Afternoon Revdex.com- We are sincerely sorry for the customer’s concerns. The customer was offered a return authorization and the exchange took place with no reported issues. If the customer has any further concerns that still need to be addressed, we ask they reply to the Revdex.com mediation
site. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

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
*** *** ***
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, ***. *** covers the
merchandise for accidental damages 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.
We have attached the customer’s individual warranty card and
the *** *** tear sheet. It does
state that each damage must be reported within days of the occurrence with
all the details of the accident.
*** is not a cleaning service.
They are an insurance company.
They cover accidents that fall within the parameters of the policy. The customer called *** and advised
there were several stains from several different instances. This is accumulated damage and is not
covered.
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 meI have placed a call to Bob's furniture and scheduled the appointment for delivery of the new tables and pick up of the current tables.Thank you so much for your help!
Sincerely,
*** ***

Good Afternoon Revdex.com- We are very sorry for the errors that have occurred on this order. We see that there were several. The pickup and delivery were scheduled on the same day, but one to the delivery address and one was not updated from the billing address. This created the first
concern the customer mentioned. The rails were no longer available for the delivery and the customer was not notified, making it impossible for the team to assemble. This was the second concern. The paperwork has been corrected. The addresses are corrected. The exchange is scheduled for 5.6.17. We noted in the comments that the customer had requested *** *** Plus be added to the order as a token of apology. The customer was told that was not an option. We will offer that to the customer. We will offer as compensation, the new pieces coming on be covered by ***. If the customer would respond to the Revdex.com if this is accepted we will make sure it is processed. 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, as long as the store credit can be used on additional items other than a bedI am not sure I would like to purchase another bed, but I will use the credit towards another item.
Sincerely,
*** ***

I received a call from Bob's Discount Furniture re: settlement of damageThey apologized for driver callingThey stated I will be receiving a settlement check for $in the upcoming weeks and I can contact them periodically for the status. 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 that this will be the third part
order. There was obviously an agent
error between the parts of the mechanism and the motor. I have reached out to our parts manager. The motor is being shipped via *** ** today
from our Connecticut warehouse.
We are not able to offer to exchange at this time, I have
noted it in the system if this part order and installation fail we will revisit
all options available. If the part order
and installation are successful, we ask the customer to call in for an “account
review for compensation”. We absolutely feel
that this customer is entitled to compensation for the delay in having this
concern correctly rectified.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- We thank the customer for those photos. It does appear from the photos that the table is defectiveWe have written up a reselection credit for the table. This credit will be activated once the customer accepts the offer on Revdex.com. It will be active until 7.18.17. This exact table is not available; the customer can choose something similar or completely different with this credit. The day the new delivery is planned for this table will be removed from the home; this ensures the customer always has a table to use. There will be no new delivery fee charged. The *** *** Plan covers unlimited parts and service but only a onetime replacement. This reselection credit does fulfill that plan on the table only. We hope the customer will find something they truly love. Sincerely, Tracy Sanborn Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Morning Revdex.com,
I certainly don’t blame
our customer for being unsatisfied or disappointed while enduring a failure
caused by our companyWe certainly never anticipated letting our customer down
on one of their items however we made an effort (to this consumer and to every
consumer we are lucky enough to have as a customer) as a company to fully
communicate our proactive plan for resolution should a product defect occur
Our Service policy is attached to the sales receipt and commonly signed by the
customer, as agreed to- prior to them leaving the store
As a business we are not
ignoring our customer or their concern and usually the customer is asked to
select a date for service that works best for them while we are scheduling the
serviceThe responsibility of our business is to make the concern we caused our
customer to experience right and we are scheduled out to this customer’s
residence today (1.07.2016) to make this happen
Kindest Regards,
Stephanie ** G***
Bobs Discount Furniture
Customer Care Corporate
Liaison

Good Morning Revdex.com,
Please pass on our apologies for the disappointment the customer
continues to display
As a business we stand behind the integrity and accuracy of our
technician’s reportIt is a fact that with usage (even within the first
year) any seating component can and commonly will loose resiliency
If the customer wishes to dispute the validity of our technician’s
report please have them send in photos of their merchandise (thru this Revdex.com
channel they have selected to open) and we will review these pictures with our
Service Management Team to see what, if any, further courtesy offers we can
make to this customer
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: ***
I am rejecting this response because: They have not come to fix the couch, they keep scheduling the appointment to fix during working hours. I can't take a day off from work to be there for them. I have no one else that can be there. I have called them numerous times to request a later time after 4pm or a Saturday. This is unacceptable we paid over a $for this couch and purchase the goof proof which is good for years. I want the couch fixed or a full refund for the couch, the goof proof and the shipping charges. If this si not settled I will contact the media and explain the situation
Sincerely,
*** ***