Blue Ridge Travel

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

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: 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 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

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 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 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 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 Revdex.com-
We sincerely apologize.
There is no intended or implied insult to this customer. The photos have been reviewed by our Service
Managers that combined have over years are service techs. Both of the managers reviewed the photos
separately and noted the same conclusionIn the photos you can see that the foam has been
torn away. This is not a manufacturing
defectWe will not speculate further on
how the damage occurred. This
manufacturer has no parts available and our service department is not able to
repair it. As it is not from a
manufacturing defect we have no options to offer
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

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,
*** ***

Good Afternoon Mr***,I understand your frustration with the coverage and representation of the goof proof plan. Guardian often times will only cover frame or structural damage, if the damage is the direct result of an accident in the homeUsing an item for it's intended purpose (sitting on the sofa) and it breaks it not considered an accidental occurrence and the claim will be deniedMost structural/frame defects are covered by Bob's Discount Furniture. By purchasing Goof Proof "Plus", the one year manufacturer warranty is extended to five years and you may receive unlimited parts and service, for defects, during this time frame.Being absent from the sale and representation of the goof proof plan, I can't comment on how the coverage was explained however, at the point of sale you are provided with a detailed copy of the plan inclusions and exclusionsDamage resulting from the claws of an animal has never been covered under the protection plan.Please schedule the service appointment ASAP, so that we may begin to discuss all possible options for recourse.Thanks,*** **

Good Afternoon Revdex.com-
We are sorry we have failed this customer and placed them in
a position where they felt trapped. We
do see that they are scheduled for delivery of the same bunk bed for 12.1.16. We expect this to be completed without
issue.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

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

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-
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

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

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 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 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

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,
*** ***