Blue Ridge Travel

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

Complaint: ***
I am rejecting this response because: Their sales representatives state if you have any issues with the material to contact goof proff and they will replace the item advertisement It seems to me this is one of the main reasons so many people are complaining about their warranty policy If the item was normal, why did a customer represntative state to us it was being reviewed and a decision wasnt made Our sofa is not in condition and I'm tired of businesses like Bob's feeding off of people They lack customer service, adequate training for their sales rep The company can't explain why they never offer the second choice or why we were never informed by the customer service of a decision It took us placing a complain for the company to respond
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 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

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 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

Complaint: ***
I am rejecting this response because:This is not worth my time. The store manager mentioned crediting my delivery fee on my credit cardThis I will accept.Please keep the $"gift" card

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

Complaint: ***
I am rejecting this response because: first of all I bought expensive leather furniture to last for long time, but those were a fake leather didn`t last even two months, and I should get all my money back, because it wasn`t my fault if you selling fake leatherIt was terribly made a complete waste of moneySecond of all the sale associate explain to me that is a real leather and if anything happen to it I`ll get all my money backThey go on about how easy it is to return an item and get refund, once you make a purchase good luck if you have a problem and wish to return it and get your money back. You cannot imagine the stress and wasting time I and my family had with those customer serviceCan you imaging having a birthday party with empty living room.I am writing you to request that my money be refunded in fullI cannot be charge 10% for furniture that I pay a lot and didn`t last even two months.Regard
*** ** ***

Good Afternoon Revdex.com- We are very sorry that the customer is not satisfied with the service they have received. The first mattress was replaced after months in the home because it was found to be defective. This was not based on what the customer might choose as a
replacement. It was based on the tech report. The technician deemed the mattress to have a manufacturing defect. We offered replacement. That is our warranty. We stand behind it 100%. The tech that went out to the home did not find the mattress in the home to be defective. We would not be able to offer any resolution on a mattress that is not defective. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com-
We are very sorry for the customer’s frustration. We are confused however by this
complaint. The customer was given the
full purchase price as a store credit to select other merchandise. The delivery of the new merchandise took place
before this
complaint was made. The customer
was still under manufacturing warranty and the value of the pieces was not
pro-rated. That is something we do offer
as a courtesy to qualifying orders that are no longer covered by the
manufacturing warranty
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- We are sincerely sorry for the error. The piece that came out to the home, one of the six on the order, was a grey piece, with a brown label. We are very sorry for the delay and frustration this caused. The order was completed on 11.1.17. The correct
piece was delivered into the home and the customer has not advised of any further concerns. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience this bedding set is
causing our customer
I do believe this agent’s inability to locate this account was
justified as I have just tried with all the information provided to Revdex.com and
still am unable to locate this
customer’s original sales order
Without the original sales order as reference we are unable to
verify warranty status on this setIn example we sell hundreds and thousands of
bedding sets out of our clearance channels that do not have warranty therefore
we are unable to offer serviceWe absolutely need the customer’s original
sales invoice in order to proceed with offering any protection that may be
available
Regretfully I am unable to locate any account information that
matches this consumer’s complaint within our internal records
I have looked under the name; phone number, address, and email address
provided here and locate no records
Can you please ask the consumer to verify the invoice number
(order number) associated with their purchase so that I can proceed in
assisting on this complaint further? They can locate this order number
via the sales receipt provided at the time of purchase
If the invoice number is unavailable please ask if the customer
can provide the original delivery address for this merchandise or any alternate
phone numbers, purchaser names (was this mattress purchased thru a group
program?) that may bring up their account record
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in excellent mediation assistance are not wasted
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,
*** ***

Good Morning Revdex.com-
Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and incorrect product continues to cause
our customerWe can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed
something
additional after their concerns have been resolved
Bob’s prides itself on providing quality service and the best value product for
the priceOur primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from us
We currently have an exchange scheduled for the customer on to resolve
the remaining concerns with this merchandise
At this time we are looking forward to completely resolving this customer’s
concern on We will refund this customer’s delivery fee to the
original method of payment, Wells Fargo.
If this customer accepts this offer, which is outside of our
policy guidelines, it will be the only offer of compensation we would be able
to make Please see attached copy of
delivery fee refund for approval
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Afternoon Revdex.com-
We are very sorry that the customer is so dissatisfied. We do limit the number of attempts a customer
can receive on a single item as we recognize that we can not continue to fail a
customer. If we are not able to correctly
deliver an item then we must
offer an alternate resolution. This is not meant to frustrate the customer more,
it is meant to bring a close to a failure on our part. The tables delivered to the home all had cosmetic
damages from the shipping and delivery process.
There were dented corners and scuffs and scratches. There is evidently a packaging concern with
this table not being properly protected in the shipping carton. The customer has spoken with several
supervisors and been granted another attempt.
That attempt is currently scheduled for March 8th. We certainly hope that the customer receives the
table in showroom quality at that time
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com-
We are so sorry for the poor delivery experience
this customer encountered. There is no
justification for anyone entering a customer’s home and making them feel
uncomfortable. When you allow a delivery
or service in your home, you should expect a certain
level of civility and
conductI am so distressed that this
customer was made to feel uncomfortable.
We do not expect any member of our Bob’s family to be discourteous; we
would definitely not expect them to appear as threatening or confrontational This has been addressed with internally. This
is not an issue we take lightly. We are
very sorry that we failed this customer.
Kindest
Regards,
Tracy Sa***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: ***
I am rejecting this response because: I tried to email the address that was sent to me ***,*** and it would not go throughI would like a phone number to call to speak to the person who can help me.Also the phone number this person claims it not working that she tried to contact me at is the store in *** ***number not mineMy number is on my receipt records of purchase
Sincerely,
*** ***

Good Afternoon Revdex.com-
We are sorry that the customer has such a negative view of
Bob’s. The protection plan covers only
manufacturing defects and damages that resulted from a single accident. It was never intended to cover
everything. Peeling leather is an
environmental issue. It occurs when
leather becomes dry. We are very sorry,
we are unable to offer any resolution for this concern
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture