Blue Ridge Travel

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,
*** ***

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their experience with usBob’s takes all precautionary
measures possible to ensure no infestation possible.
I see that this customer has already spoken with
my
colleague and it appears the customer will be working closely with Tiffany to research
the situation further and determine what resolution if any we are able to
offer *** has requested additional
information from the customer and will proceed once that has been received
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
wasted
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with usThe customer was scheduled for delivery on 1.4.18. Unfortunately, due to a large snow storm, all deliveries were canceled. Our automated system sent
out notification to all of our customers. We understand that reaching an employee on was difficult, we were forced to close several of our call centers and many of our stores were either not able to open at all or closed early. We apologize that the timing of the storm negatively impacted the customer. This was a situation beyond our control. The delivery was successfully completed at this time. Kindest Regards, Tracy S*** Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Complaint: ***
I am rejecting this response because: This communication that I have received from others, not yourselves has been differentI was left with no other option but this and that is unacceptable as I was not put in a position to reject the offer of a deliveryAll of this has been placed in your recordsIncluding the correspondence that I received from your in store personnelThis is further information as to why I reject this response.
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, provided that I agree with the Technician's findings on Saturday, March 4, 2017. I would appreciate if Tracy would give a call after she has reviewed the results of the inspection. I can be reached at work M-Fri6:am - 2:pm ###-###-####, which is the best time to call me.
Sincerely,
*** ***

Revdex.com:
It says I need to contact customer care customer care where at the store? or is there a phone # I need to call?
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:This matter has not been resolved Item was delivered damaged again on 7/
Sincerely,
*** ***

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with usWe did complete the exchange on 8.9.16. At this time we believe all issues to be
rectified. We have compensated this customer
with
both refund of the delivery fee and an additional gift cardWe truly hope the customer is satisfied with
the merchandise that is in the home at this time
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
wasted
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

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 have gotten this part
for you in a timely manner
Parts are ordered directly from the vendor,
they are not
something we keep in stock.
This vendor has made us aware they are having issues fulfilling this
request. As we do not manufacture
merchandise ourselves, we are forced to rely on our vendors to ship parts when
necessary
We are very sorry for the delay on this
part. We have canceled off this part
order and set up an exchange. Please
call into customer care at your earliest convenience to schedule the exchange, ###-###-####. The sales order numbers to schedule are ***
and ***
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Revdex.com: Although I know for a fact that this recliner was not broken by anyone in the household, and probably became damaged prior to delivery or during, I am willing to accept because I do not want to lose my money.
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-
Due to the intricate nature of this complaint, we have
reached out to the customer directly to discuss our offer of resolution. We sent a technician to the home on Saturday
1.28.17. We are waiting to hear if the
issues have been resolved.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Complaint: ***
I am rejecting this response because:My original complaint stated that I contacted customer care for warranty help because the pieces are peelingThe sofa and love seat both peelingThe scratches are not why it is peeling in more that one locationThe new information is that this set is discontinued so I cannot just replace the love seat as they stated in the email sent to me on 11/because I would have mismatched furnitureThe option is only to replace the setI have asked for a prorated credit for the other pieces so I can replace the set, think hard would you want mismatched furniture in your house? That is what they are asking me to do or spend over dollars to replace a defective setI know this can be done because my last set (this is the replacement for) was credited because the frame broke on piece and it was also discountedI do not understand what the scratches have to do with helping me to replace the set and doing the right thingI do not accept your response and I remain a very disappointed and DISSATISFIED customerThis is not good business practice or fair to me as the customer you are forcing me to spend more money when I do not wish to or am able to.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I have made the necessary calls and have had a Technician in my home with no help.This company gets away with selling junk for a lot of money
Sincerely,
*** ***

Good Afternoon Revdex.com, We are very sorry that we have lost this customer’s business. The damage to the piece is neither manufacturing nor is it damage that is the result of a single accident. It does not fall under the *** *** ***. We are not able to offer any resolution on this concern. Kind Regards, Tracy S*** Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Complaint: ***
I am rejecting this response because:Not only am I talking about acceptance now which Bob's did sign a contract withI'm also speaking of the damaged merchandise & calling & complaining too only get more damaged merchandise& until I made a big dilemma that's when they told me they can do a special inspection on merchandise before it comes too the home after the third attemptI as a customer shouldn't have too deal with that kind of stress from such a "prestige" company
Sincerely,
*** ***

Good Afternoon Revdex.com-
We are very sorry this customer is frustrated by this
process. The photo the customer
submitted to ***, which is attached to this complaint, does not appear to
be damage from an accident. That is why
the claim is denied by ***. We have
offered to review additional photos if the customer chooses to submit. *** processes hundreds of claims for
accidental damages submitted by Bob’s customers. We create the credits in our system. We can see how many claims are accepted by
them daily. We also see how many are
rejected. We research these rejected
claims. We do see most claims are
rejected due to the damage not resulting from a single accident
Our offer stands. If
the customer would like to submit additional photos showing that this damage is
not a stress tear along a seam we will review and offer any resolution
available.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com,
Please pass on our genuine apologies for all the
inconveniences our customer experienced with this merchandiseWe deeply regret
that we were continually unable to provide our customer with the merchandise
selected in good condition and we are very embarrassed about
the damage that
was caused to our customer’s home during the removal service of the product(s)
It was never our intention to leave our customer’s family members with no bed
to sleep on and we remain saddened that we have lost our customer’s trust in
our business
The portion of funds paid directly to Bobs Discount
Furniture has been fully refunded to the customer’s original credit card used
(refund left our system on 8.01.2015-$316.94)Should the customer still be
waiting on a refund of the monies she paid to the ‘Acceptance Now’ company
directly we apologize that we are unable to speed up or influence this return
process‘Acceptance Now’ is a third party company that manages their own
policies and procedures for refunding a customer
A Property Claim has been entered to resolve the damages
done by the delivery team We assure Denise
that her property claim has been correctly filed with the third party trucking
company involved and we will ensure the obvious coaching concerns presented are
addressed accordinglyAs this property claim is being handled by the trucking company
that caused the damages, Denise can expect follow up from that third party and
not Bobs Discount Furniture directlyPer our agreements with this trucking
company they are owed a fair chance to process resolution on their claim prior
to Bobs Discount Furniture asserting ourselves into a situation where it is
most likely unnecessary
I have sent a message on Denise’s behalf to the trucking company
involved in this claim to please contact her as soon as possible If for any reason Denise does not receive
follow up from this trucking company directly with business days (from today-
8.10.2015) she can call our Customer Care Offices (1800-569-1284) and ask that
we escalate this claim within our Property Claims Department.
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison

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 made
in April at that time the customer purchased the option of Goof
Proof
Plus.
This warranty 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 warranty 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
misuse or abuse of the merchandise.
We can absolutely offer service to repair the chip on the
chair leg. I have already created this service;
the customer can call into customer care and schedule this when they have a
moment
The issue with the marble top on the server is not so easily
remedied. It does appear from the photos
that this is a damage that was caused in the home. It appears that a container was set on the
top and either was wet on the outside or had condensation on the outside. Please see attached photo. This is not a repairable issue. The customer called it in to *** stating
that she did not know how or when it happened.
For it to be covered by *** it has to be an accident. It is not a manufacturing defect, so we would
not be able to offer any recourse through Bob’s
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 meI do hope to hear from bobs soon since I had originally opened my complaint with them they had stood me up a second time
Sincerely,
*** ***

Good Afternoon Revdex.com,
Please pass on our sincerest apologies to our customer for the disappointment
they have experienced with this chaiseOur records do indicate that on
our technician found no defect concern with the chaise:
Per tech Dave, calling from road:
Time in -
1040-
Pics:
Chaise: not able to add padding, tech found no difference with the
sofa, up to standards, normal/good; throw pillows have popped buttons and
stitching coming undone, need to order two new ones
Although our technician found no manufacturing
concerns with the chaise during this visit we placed our customer’s demands
over the needs of our business and offered to provide the customer with an even
exchange or a reselection to a different item
We most certainly take responsibility and have begun addressing
the coaching concern that occurred shortly after the customer telling us he
would “keep the chaise as is” on The account indicates we did agree
to have this chaise re ordered from the manufacturer (this is a special order
item)
This account indicates that regretfully we were provided with or
entered in an incorrect fax number to send the original Certificate of
Insurance to, We did try and fax the Certificate of Insurance to the updated
fax number we were provided and we apologize that the Customer’s building still
felt it necessary to impose a fine As a
way of making our failure in not processing the agreed upon exchange order correctly
we have offered the customer delivery at no chargeShould a Certificate of
Insurance be required by the building (this is not a process completed as a
standard of Bobs Discount Furniture) the customer is responsible to fill out
the Certificate of Insurance Request Form completely so that we can request
exactly what the building is looking forAs of today (4.10.2015) the chaise
order has been successfully placed with the manufacturer, please keep in mind
we are replacing this item as a courtesy, due to our technician finding no
measurable defect, and we are delivering this item at no charge to the customer
as an apology for our failure in processing
The special order will take time to arrive to us and when we have
this item we will be in touch with the customer to verify and schedule
deliveryAt the time of scheduling delivery the Certificate of Insurance
Request Form can be filled out with our customer, We did place notations into
this customer’s account in regards to the Certificate of Insurance being needed
however this request and form cannot be filled out and sent thru to the
trucking agency’s insurance company until there is an actual expected delivery
date to provide proof of insurance forPlease convey to the customer that the
Certificate of Insurance Request Form has yet to be filled out and it is recommended
that they inquire and complete this step when receiving the call from us
indicating their new chaise is ready to ship
We apologize again for any frustration our processing error has
caused our customer to experience and assure our customer that we are working
at full capacity to make this right
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 usWe are looking forward to completely resolving this
customer’s concern with the delivery of the new chaise and successful
processing of the newly requested Certificate of InsuranceShould 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 when the chaise is exchangedWe will review the account at that time
and determine what further token of our apology we are able to offer for the
inconveniences we have caused