Blue Ridge Travel

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: 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,
*** ***

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and accepted their response based on the most recent delievery (12/1/2016) and execution of said delivery by the delivery team representing Bobs Discount Furniture store on ** *** *** *** My children Love their new bed and as the parents we are happywith that, we finally recieved the service we expected, unfortunately we will not utalize the store on ** *** *** ** in future
Sincerely,
*** ***

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 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,*** **

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with usI see that this customer has already spoken with my colleague and it appears the customer will be working closely with David to rectify the situation and reach
a satisfactory outcome 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 wastedKindest Regards, Tracy S*** 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.
Sincerely,
*** ***

Good Afternoon Revdex.com,
This customer has been in direct contact with one of our Corporate
Liaisons
Options for resolution have been presented and we have conveyed to
our customer how sorry we are for our failures
At this time the customer is to contact the Corporate Liaison she
is
directly connected to by to disclose what option she would like to
move forward with
Kindest Regards,
*** ** ***
Customer Care Corporate Liaison

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 can absolutely understand this customer’s position on
this matter. We have no issues with this
remaining open until the claim has been agreed upon
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

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 we were unable to accommodate the Saturday request from the first appointment. I do see that an addon was sent for and that one was accepted and the customer received the requested service. The tech reported to us that the pieces were
broken in, showing wear for pieces in the home for over three years. The photos he took support this report. There is no evidence of the pieces being broken in any way. He reported that one side recliner was stiffer than the other side from being used more. The tech is sent to the home to correct the concern if possible, report back to us either way. The report is sent in noting what the concerns are and whether they are the result of a manufacturing defect. He does not make the determination as to what will be offered. The tech is often asked by the customer what will happen from the report. While the techs are not able to make that determination, they are often on the spot, they are guests in a customer’s home, the customer is asking for answers. The tech may have given different scenarios or possible outcomes. The techs are supposed to submit requests for contact when a customer should be called to discuss the outcome of the service report. In regards to the timeframe and the call center representative stating to call in and request a Go Back, this is a common request. Customer’s often have things come up, or they do not get the timeframe they were hoping for, once the customer is home, we can send a Go Back request. If the tech is still in the customer’s area and the tech is able, they will go back to the home. I believe the agent was not telling the customer to lie, just giving the information on how a Go Back works and that it was a possibility to have the tech go back later in the day. When we submit a Go Back request, we do not need a reason, the customer would not have been required to make up any story or lie. It is simply a request to the tech to see if they are able to go back or not. The techs are only paid based on completed stops, most Go Back requests are accepted and completed. As the pieces are not defective and the tech report and photos do not indicate that there is any concern beyond a level of wear for a three year old set, we would not be able to offer any resolutionSincerely, 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
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 *** ***
I apologize that you have personally experienced any
disappointment while working with Bobs directly or speaking with the ***
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 technology and It is a terrible fact I learned many
years ago in my business that a happy customer will typically tell of their
family/friends while an unhappy customer will tell of their family/friends
Add social media into the mix of that and you can place a zero on the end of
both those figuresI 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 or denial results overturned don’t feel the need to take
action on reposting/posting positive feedback
In regards to our *** *** *** we have a very high ratio of approved claims
through this plan and the company we partner withSadly it is not common that
a customer can access a data base made by other customers of great reviews on
their successful claims experiencesIn most cases the plan costs about 10% of
the merchandise cost to the customer and Bobs is paying for technicians (don’t
forget about gas), parts, and the cost of disposing and providing new
merchandise in many scenariosI cannot imagine how we would be making money
off of this plan when we are paying out far more than what is charged to help
our customersI do apologize that this customer believes to have experienced
any confusion during their 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 credit
We are genuinely very sorry when our customers experience failures that result
in any amount of unintended inconvenience and we stand by the quality of our
merchandise and the integrity of our entire organizationPlease don’t ignore
the fact that the internet contains a small percentage of complaints which stay
on foreverWe take great pride in the reality that on a daily basis we
maintain a vastly larger pool of customers who are completely satisfied with
their merchandise and their experiences with us overallOur customers, our
ability to recognize our failures and take ownership to make them right have
allowed us to become the 15th largest furniture chain in the U.S.
We sent out our technician for a “Best Effort” service. This piece was considerably outside of the
one year warranty against manufacturing issues.
Our tech immediately deemed the piece was not repairable, that stuffing
the cushion would not have desired the effectHe was able to determine this
very quickly, as the customer has stated.
The *** *** insurance that the customer paid for very clearly
spells out that it covers the customer for all accidental damages. An accident by definition has a “who, what
and when”. As the customer stated in
this complaint, “no one did anything to that cushion”. The insurance company denied the claim due
to the customer’s inability to provide necessary details.
Please see attach flyer that this customer was provided at the
time of purchase, which outlines what is covered.
Kindest Regards,
Tracy S***
Customer
Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry that the customer is frustrated by the delivery and customer service. We do not guarantee timeframes. Our routes are set geographically. We are able to submit requests when there are extenuating circumstances. These requests go to our
routing department who then carefully examine the deliveries for the day to see what can be accommodated. Medical concerns take precedence over preference requests. The first delivery attempt the team was there within timeframe at 3:54pm on 11.16.17. The customer was not home. The delivery was rescheduled, from to The customer reached out the night before to ask that the delivery timeframe be changed. This request was not something the routing department could honor The customer then requested the team be sent back, they were too far away from the customer’s home and the Go Back was denied. The delivery was completed on the third attempt without issueWe are very sorry that the customer felt that the agents and supervisors were being rude and unhelpful in their explanation of our policy and procedure. Unfortunately, we are not able to accommodate every customer’s request. Some requests, if honored would negatively affect every other customer on the route. While it is never our intention to frustrate a customer, we are forced by circumstances to say that we cannot honor every request every customer makes. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

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

Good Morning Revdex.com,
We are very sorry for the concern this
customer has presented. We are not able
to offer a refund on merchandise delivered without issue. We can absolutely offer a one time courtesy
reselection on this piece. The customer
is not required to go to the
store to choose other merchandise. It is encouraged, however, as this can only
be extended one time. For a refund the
customer would have had to have refused the delivery. I have attached a photo of the recliner
showing that it was delivered in showroom quality and the delivery manifest
signed by the customer. The refund
policy is available online and on every customer’s sales order.
REFUNDS AND CANCELLATIONS
POLICY
You may request a full refund on
orders for stocked merchandise at any time up until the time we deliver the
merchandise to you or until you pick it up
We are sorry we are not able to accommodate
this customer requests We certainly can
offer the reselection credit that will not expire once the pickup has been
completed.
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison

Good Afternoon Revdex.com-
The customer received the check and cashed it on
2.6.2018. Thank you
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture