Blue Ridge Travel

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

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

Good Morning Revdex.com,
We apologize for the overall
disappointment our customer has experienced as well as the lack of care they
cite their concerns have been met with overallWe can certainly understand the
customer’s frustration and acknowledge the reasons why the customer feels they
are
owed something additional after their concern has 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 usWhile it is far beyond our policies to do so, we have
already offered to discuss compensation in the form of a refund once we had
actually honored our original promise to our customer
We thank our customer for reporting the conflicts they have
experienced with receiving a follow up call as we are internally investigating
these concerns in depthIt is highly uncommon that any customer would be asked
to wait two weeks for a delivery unless there were extenuating circumstances
such as the product not being physically available to ship or the customer
specifically requesting a Saturday delivery
At this time we are looking forward to completely resolving this
customer’s concern on and should the customer still be seeking a
further apology amount from us they will be able to speak with our Customer
Care Office prior to the delivery team leaving their residence on
We will review the account at that time and determine what compensation offers
we are able to make to our customer
We understand the level of failure our customer has endured and
have already agreed to work beyond our guidelines in an effort to
satisfy this customer as an individual
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,
*** *** I would like I to add that this business had more excuses for the problemI will not do business with them nor would I recommend anyone else do business with them

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 Goof Proof
Plus. 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 damage 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 sent our technician to the home on March 2017. There was a small seam separation. The tech was able to correct it and the customer reported after the service they were satisfied with the work doneThe customer called *** and reported that they were multiple damages. There are pet urine stains, tears and rips. The pieces have accumulated damage. There are several urine stainsWe are sincerely sorry that this particular damage is not covered under the Goof Proof Plus umbrella of coverage. The plan covers manufacturing defects and damage that is the result of a single accidentIf the customer would like to purchase replacement casings for the damaged area we would be happy to assist with that. We are unable to offer any other resolution to this customerKindest Regards, 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

Good Afternoon Revdex.com- We are very sorry that the customer was upset. The drivers have insurance that covers any damage they cause in the home. The drivers have the choice between submitting the claim to their insurance or reaching an agreement with the customer to either repair the damage they caused or to pay for the damage they caused. They are not allowed to guilt or harass a customer into dropping a claim. If they caused damage they are responsible If they choose to pay out of pocket instead of submitting the claim, that is a choice they make. We have addressed this behavior with the parent company. This will be addressed. They will be reaching out to the customer to resolve this claim. We are very sorry the customer was made to feel uncomfortable. 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-
We are very sorry for the concern this customer has
brought to our attention. When a
customer places an order on line, it is through a secure server. This protects the credit card information; we
as a company are only able to see the last four digits of the
credit card for
verification purposes. For security
purposes no one can access this information, but as a result we also can not
process a refund without the credit cardIf this customer would like the
refund back the credit card originally used they can call the store with the
credit card or they can stop by the store with the card
If this customer prefers I can make an exception and
have the refund processed as a corporate check, this would be mailed to the
customer, if the customer accepts this option, they can post the response to
the Revdex.com mediation service I would then create the paperwork. From that point the customer can expect the
refund in 10-days
Kindest Regards,
Tracy Sanborn
Corporate Liaison
Bob’s Discount Furniture

Complaint: ***
I am rejecting this response because: Good morning, it took me a minute to think about this response and it was truly a slap in the faceFirst, I would like to say this company only requested an awhen I called and got upset because they wanted me to wait until July, 8, for the delivery.Second, I do not want Bob's funiture back it my home they destroyed my hardwood floors and still to this day no one has contacted me about fixing themI continue to call and get the sun aroundThird dollars in a gift card is something you would give to someone who placed an order an was messed upMy character was defamed, by their driver yelling accustions against in which my neighbor no longer speaks to meNo only was I defamed I was threatened by the same driver in my home that he would but his hands on me all this taking place in front of my three small childrenI would also never step foot back in Bob's furniture either it gives anxiety just thinking about everything that has happenA gift card is in no way compensation for what I have been throughI feel reasonable compensation would be at the very least 50% off the purchase price of my furniture as well as A licensed floor specialist to fix the damages to my floorAfter this incident of me being threatened and the cops being called I am extremely afraid that this driver knows where I live and will come back to retaliate against meThank you *** ***
Sincerely,
Robin Roush

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 *** ***
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 feeling frustrated. We did not schedule the delivery for the requested date as the piece was not available. When we posted the days that were available, there was a piece not attached to an order. When the customer response was received, there was no longer a piece available. We suggest that the customer reach out to customer care directly to schedule the exchange. There is a lag of or more days when corresponding through the Revdex.com. We are not able to offer a refund on the pieces in the home. The customer can call in to schedule the exchange or can call in to discuss a concession (discount) on the pieces, with the discount being applied to a Bob’s store credit. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com-
We are very sorry that the customer is disappointed in Bob’s. We will not be able to agree to the customer’s
request. The offer of the $gift card
is the offer we are able to make for the failure represented in this
complaint. We do base the compensation
offer on the failure represented in the account only. To be fair and even across the board with all
customers we do not base the offer on the rate of pay a customer makes.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry if there was any misunderstanding that occurred. The bed frame purchased ($50) does not come with any hardware. The team is not able to install merchandise not purchased from Bob’s. The team’s responsibility was to set up the bed frame and
place the foundation and mattress on top. The teams can not touch the customer’s property that is a liability. We have ordered hardware from the manufacturer as a courtesy. As it is coming straight from the manufacturer, we have no control over the shipping timeframe. The hardware required should have been with the customer’s bed they are converting. If the customer chooses to wait for the hardware from the manufacturer, the installation of the headboard would have to be done by the customer. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: ***
I am rejecting this response because: I just would like my money back its a shame that I can't receive my money from the store like I paid it in cash the policy that you quoted should be revised and the manager *** *** should no longer work in the customer relations any where he is very rude unprofessional and flat out disrespectful
Sincerely,
*** ***

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,
*** ***

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 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.
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.
The customer reported to *** that their husband was
pulling himself up out of the loveseat using the armrest and the armrest
broke. This was denied by *** as it
is not an accident. The customer was
purposefully pulling himself up. This is
not the intended use of an armrest.
Armrests are not made to support the weight of an entire body. This is not a manufacturing defect. This damage was caused through using of the
product in ways it was not intended for
Our tech would have braced the arm as a courtesy if he were
able. Our techs will try repair issues
that are not manufacturing in nature in an effort to assist the customer.
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 me
Sincerely,
*** ***