Blue Ridge Travel

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,
*** ***

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,
*** ***

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 Davie 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 wasted Kindest Regards, Tracy S*** Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

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- We are very sorry if we have lost this customer. We understand that our answer is not what the customer is looking for. The customer mentions the approximately complaints on the Revdex.com. This is over a three year period. In that three year period we have made about 800,deliveries. It is very common for customer’s to leave negative reviews and very rare for a happy customer to take the time to post comments. We look into every single complaint. If we find any error on the part of a tech or an agent we offer resolution. In this customer’s case we found that the photos matched the tech’s report. The customer may not like the way the furniture is wearing, that does not make it a manufacturing defect. We are very sorry that we are not able to assist this customer at this timeSincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

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

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 for the delay in having this
rectified. *** *** standard policy
is the customer does not receive a bill until the delivery has been
completed. The delivery was canceled and
*** *** should not have been billed.
Connecticut
state law requires any purchase of a mattress be charged a recycling
feeThis is an automatic charge. It is not considered as merchandise so it was
not automatically canceled with the cancelation of the mattress. We are very sorry that this occurred. We have processed the correction.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

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

Complaint: ***
I am rejecting this response because: the issue has no been resolvedThe company will continue to sell customers warranty that they cannot use
Sincerely,
*** ***

Good Afternoon Ms.***,Thank you for choosing Bob's Discount Furniture for your home furnishing needs.I apologize for the multiple subpar customer and delivery related experiences, as you have described It is shocking to think that I am the firstperson who immediately acknowledged and
acceptable responsibility for theinconvenience we have caused youBob's Discount Furniture takes great pride inensuring that our customers are not only satisfied with their initial shoppingexperience but that the satisfaction continues as long as you possess ourfurniture.I have shared your concerns with delivery, store, warehouse and customer caremanagement to discuss ways to prevent occurrences such as yours from occurringin the futureI assure you that we are open to criticism as it relates toall areas of business operations and we will continue to implement anychange(s)necessary to improve the customer experience. Upon review of your account, I am pleased to learn, as you have mentioned that wehave addressed and resolved the sofa issue from July In regard to thegoof proof claim for the tables, delivery was successfully completed on April24, Goof proof allows you to keep the damaged item for which you filed aclaim against and give you store credit for the original purchase priceGiventhe limited space of your apartment, I understand that you would prefer torelinquish the damaged tables when the new tables are deliveredI will behappy to arrange for the tables to be picked up from your home. Bob’sDiscount Furniture truly appreciates you allowing us to be your furnitureretailer of choiceYour business is appreciated and your frustration is understoodYour feedback has allowed us anopportunity to view your experience from the customer vantage point and we areeager to address our internal disconnectsI would like to offer you a $75.00gift card since we have failed to allow you to experience the service we humblypride ourselves on; your use of the gift card will allow us another opportunityto restore your faith in our company.Thanks*** **

Good Afternoon Revdex.com-
We apologize for this customer’s frustration on this
order.
We can not make any comments on other customer’s
accounts. It may be that the customer
issues that are being referenced here were clearly not issues a tech could
repair or for that particular set there may have been no parts available. Again there are just too many variables to
mention why a different account was handled differently.
For this customer though we have offered different
recourses, all of which would solve the customer’s table issue. This customer has refused all offers. Our offers of reselection or exchange stand.
We will not be able to extend an offer of a refund
at this time. We hope that this customer
will find a new table set that they will love
SERVICE POLICY
We guarantee that
our new products will be free from factory defects for one year from date of
delivery or pickupOur mattresses and motion furniture may carry additional
factory guaranteesYou must report any factory defects to our Customer Care
team within one (1) year of possession, and a Customer Care representative will
schedule one of our Service Technicians to inspect the item and service it to
factory standards at no cost to youIf the Service Technician determines that
the factory defect is not serviceable, we will replace the affected item, one
timeIf the item is no longer available, you may reselect to other merchandise
or we will refund the purchase priceIn the event of a reselection we will
charge or credit you for any price difference between the original and the re-selected
itemMerchandise purchased from our “Pit” or Clearance Centers that is not
brand new/factory fresh is excluded from these factory defect guarantees
wear and tear or customer-caused problems are also excludedService can
only be provided within our serviceable area to the original purchaser as
stated on your sales receipt
Kindest
Regards,
Tracy
S***
Corporate
Customer Care Liaison
Bob’s
Discount Furniture

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

Complaint: ***
I am rejecting this response because:my service appointment is supposed to be Saturday, March This was confirmed when I made the appt as we could not be home during the week for thisAgain, the information is wrong.
Sincerely,
*** ***

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: you offered me crap and I will make it known that this is how you do business.
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

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

Good Afternoon Revdex.com- Bob’s offers the absolute best value available at our price point. We also offer the customer our service guarantee. If a customer reports any issues that may be manufacturing in nature during the warranty period, we will send one of our factory trained technicians
free of charge. The technician will report to us the nature of the issue. If it is an issue that the tech can correct on the spot, they will. If the issue is manufacturing in nature and requires parts, we will order the parts and have a tech install those parts. If the issue is manufacturing in nature and parts and service will not correct the issue, we will then offer a one time replacement. This statement is reviewed at time of purchase; it is on every customer’s sales order, signed by the customer at time of purchase. It is one of the best warranties in the furniture business and Bob’s stands behind this 100%. We are sincerely sorry that this customer is not completely satisfied with the *** set purchased in 2015. A part order was created for the stretcher for the customer. This particular vendor does normally ship in about months. We are very sorry for this window. As a retailor and not a manufacturer, we do have to rely on the vendor to fulfill our part order requests. If we could get it to the customer sooner, we would. This set is no longer being manufactured, we are not able to replace the damaged chair. Per our service policy we are fulfilling the warranty requirements by offering the part. The piece is serviceable and we have offered that service. SERVICE POLICY We guarantee that our new products will be free from factory defects for one year from date of delivery or pickupOur mattresses and motion furniture may carry additional factory guaranteesYou must report any factory defects to our Customer Care team within one (1) year of possession, and a Customer Care representative will schedule one of our Service Technicians to inspect the item and service it to factory standards at no cost to youIf the Service Technician determines that the factory defect is not serviceable, we will replace the affected item, one timeIf the item is no longer available, you may reselect to other merchandiseIn the event of a reselection we will charge or credit you for any price difference between the original and the re-selected itemMerchandise purchased from our “Outlet” or Clearance Centers that is not brand new/factory fresh is excluded from these factory defect guaranteeswear and tear or customer-caused problems are also excludedService can only be provided within our serviceable area to the original purchaser as stated on your sales receiptYou also have the option of extending our one year guarantee to FIVE years with the purchase of our Goof Proof Plus planIn addition to extending our one year guarantee to FIVE years, Goof Proof Plus also protects you from a variety of accidental damages you may cause in those FIVE long years! Call Bob's at ###-###-#### to report factory defects to your MerchandiseOur Customer Care Department is available 6:AM to 8:PM Monday through Saturday and 10:AM to 7:PM SundayCall Guardian at ###-###-#### to report accidental stains or damages to your Furniture within thirty (30) days of occurrence Kindest Regards, Tracy S*** Bobs Discount Furniture Customer Care Corporate Liaison