Blue Ridge Travel

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

Complaint: ***
I am rejecting this response because:While I appreciate the "Sincere apology" and the refunding of the delivery charge, I still have unusable furniture in my home days after it was deliveredI am now being told that the parts I am waiting for will be expedited to meIt has been days since the last time the company said they would be shipping me the parts that they said were located in their *** warehouseI was told several times that they ship *** **This should be one day shipping to meWhat I understand here is that the parts that I need have been sitting in their warehouse for at least the last thee weeksI could have had a usable couch at Christmas when I had guests! Yes, I am still frustratedI cannot accept an apology for something when the wrong has yet to be rectifiedBob's could refund the entire price of this furniture and it won't do anything about the fact that it was unusable over the holidays and that it still sits in my living room unusableI have grown to really regret my decision to purchase from Bob'sI ask that they retrieve this furniture and cancel my finance contract
Sincerely,
*** ***

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 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

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

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,
*** ***

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 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

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 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 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

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,
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

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

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 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

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

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

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