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 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,
*** ***

Complaint: ***
I am rejecting this response because: going to purchase anything from Bob's again due to the reason of there faulty furniture that it is being soldThe purchase that was made I didn't expect for it to break with the use of sleeping on it after only 1/yearsThere was no physical damage done to the frame or headboard. Bob's salesman pushed a protection plan on the consumers were the mark up is between 50% and up profit where the salesman is making anywhere between to 15% in commission like I said I don't plan on making any more purchases with Bob's. I am totally disappointed that with Bob's. I am never
Sincerely,
*** ***

I have been
offered replacement products, and will be going to the store to make a choice on which new set I'll be ordering. 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: 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,
*** ***

Good Afternoon Revdex.com- We are sorry for the long ship time this vendor requires. I agree that days is very long. If the customer had reached out at the beginning when the order was first placed, we could have discussed other options. The part is now due in less than two weeks. That is not an excessive wait. We are able to offer some compensation for having to wait as long as they have waited. Once the part has been received and installed, the customer should call in for an account review for compensation. Kindest Regards, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com- We are sincerely sorry for the delivery failure. We always strive to complete deliveries on the first attempt. Unfortunately, one piece was mislabeled from the manufacturer and it was not caught. The delivery was completed on without
issue. The customer is entitled to call in for an account review for compensation. We do offer all compensation in the form of a Bob’s Discount Furniture store credit. The amount of the credit is based on our failures only. We do believe in being fair and even across all demographics when offer this token of apology. We are unable to compensate for lost wages as this would not be a fair and even offer. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

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

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their experience with us
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Monique
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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meA new recliner was purchased on 11/18/at the *** DE store, using the alloted refund/allowance for the old reclinerThe store manager, Becki, was very instrumental in solidifying the dealThank you!
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 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 Morning Revdex.com,
I want to extend to this customer our sincere apologies. I see that the delivery team failed to
install the center leg on the sofa, causing it to sink. I don't blame this customer for being very
upset with us and on behalf of Bobs Discount
Furniture I extend my sincerest
apologies. I know and acknowledge how
unpleasant this entire ordeal has been for our customer and while I know this
is this customer’s Bobs experience I assure you that we would not be continuing
to grow if all our customers were met with so much disappointment during such
an important purchase
We would
not be able to offer to refund this purchase.
Our policy does clearly state that we can offer parts and service, if
parts and service can not correct the problem, we will absolutely offer to
exchange or for the customer to reselect.
We offered a reselection on a set that had been in the home almost
years; even though the technician had not found any manufacturing defects. The customer chose to reselect to a set that
they knew had to be special ordered, causing a delay I am happy to keep this credit open and
active in the system beyond our standard policy of days, to ensure our
customer can find something that they love.
We do want all of our customers to love new purchases
As a token
of our sincere apology I will offer to credit *** *** once they have made
their selection and have their new furniture in the home. While our policy is to offer any
compensation in the form of a Bob’s gift card, I am willing in this customer’s
case to offer compensation as a refund to *** ***. Compensation can only be offered one time, so
we would need to wait until the new purchase is in the home and the customer is
happy.
We apologize again for the impact our failures have had on your
valuable time and thank you for bringing the coaching concerns we have to our
direct attention
Kindest Regards,
Tracy S***
Corporate Customer Care 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, Guardian. Guardian 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.
The tech that was at the home on 8/3/did determine that
there was damage to the frame and the motor that powers the recliner. He deemed the motor to be defective. We have ordered a new motor for this
customer. He deemed the frame damage to
be non-manufacturing in nature. The cost of this motor, without the warranty
coverage is $plus installation an additional $79. The customer paid $for the Goof
Proof. We hope that they will reconsider
the request to cancel the warranty for refund.
If we cancel the Goof Proof and refund them the $the pieces would
no longer be under warranty and parts and service would not be covered
Kindest Regards,
*** ***
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 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

Good Morning Revdex.com,
Please pass on our sincerest
apologies for any inconvenience this customer has experienced with their bed
As we take our customer’s concerns very seriously I have pulled the call that
the customer references in their complaint and listened to the call in its
entirety
While we remain very sorry for inconveniences we caused to this customer the
recording does not support the information provided in the posting to you
Here is what the customer posted:
“spoke
to a customer service rep while the service guy was at my house and he said we
will replace your bed "it is broken" ok no problemi explained to
him that I am moving to not deliver anything he said that is fine we can
deliver to the new address.”
The call begins with the driver
calling in to tell our representative (Michael) that they do not believe they
can complete the stop in full with the parts they have been supplied with
Ultimately the driver was explaining to Michael that it looks like the original
delivery team did not properly assemble the bed and the bed is sitting
lopsided, while he can exchange the bed railings (pieces of wood that attach
to the headboard/footboard) the driver
continues to describe that he doesn’t have the slats (wooden pieces that go
under the mattress/foundation for support) to completely correct the issue
Michael continues to ask the driver the appropriate questions to ensure he is
clear as to what the driver is communicating and the driver proceeds to go
check his truck to ensure that he didn’t miss anything during his original
sweepDuring the time the driver is away Michael apologizes to the customer
and the customer communicates his understandable aggravation that this concern
has yet to be resolvedWhen the driver returns to the line he again explains
to Michael that there is a slat connection part in the box however he cannot
complete the stop and correct the original assembly concern with the parts he
hasAfter Michael and the driver agree on the next best steps to take for the
customer’s benefit (the bed was certainly present in the home at this time) the
customer comes back on the line and Michael advises him “It seems like the best bet would be to schedule for the whole bed to
be replaced”Michael then goes on to explain that he has asked the driver
to leave certain parts behind from their stop today so that when the whole bed
gets replaced “we can replace anything
that needs to be done”The customer and Michael continue to talk about the
scheduling of the bed replacement and the driver is approved to leave, the
customer asks if they can contact us back to schedule because they have time
frame constraints for the first day available (which was a Tuesday)Michael
then confirms as the call is closing that he is going to “put in an order for the full bed to be exchanged and you can call us back to schedule”
There was never a mention of the customer
moving or any communication from Michael that would lead the customer to believe
that we did not intend on “replacing” and/or “exchanging” the current
merchandise that was in the homeThere are several points of communication,
including the portion about us using the parts we instructed the driver to
leave behind if necessary, that verify we were arranging to have the bed
exchanged
The word exchange is defined as: an act of giving one thing and receiving
another (especially of the same type or value) in return
In the long run the merchandise in the home was paying
for the replacement of the bed under the terms of the manufacturing
warranty. As we
absolutely take responsibility and ownership for the mistakes that occurred
initially causing the customer so much inconvenience we made the customer a
courtesy offer in lieu of not being able to cover the cost of replacing a bed
in full that the customer disposed of on their own terms (outside of the
agreements made with our business)
We are willing- as an additional courtesy to
upgrade our original offer from 30% store credit towards the new bed to 50%
store credit towards the new bed and we will cover the cost of delivering and
assembling the new bedThis store credit can be processed in the form of a
Bobs Discount Furniture gift card (amount = $ 309.65) and can be used towards
any bed (really any item) that we offer, online or within our showrooms)
We apologize to the customer again for the
concerns we did cause overall and hope our customer can understand our position
as a business while we work to the best of our ability to meet the demands of
our customer
If the customer would like to have the
upgraded courtesy offer processed please ask them to respond to the Revdex.com
Kindest Regards,
Stephanie AG***
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

Good Afternoon Revdex.com,
Please pass on our sincerest apologies for
any confusion we caused to our customer during the initial time of purchase
Our records indicate that our retail location re entered this sales order on
and the merchandise associated was successfully delivered to
our
customer on
At this time we consider this concern
resolved; if the customer is seeking additional help for a different concern please
ask them to respond to us and we will be happy to assist
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison

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,
*** ***

Good Morning Revdex.com-
We received this customer’s concern through another
avenue. The concern has been addressed
and this customer and we have offered them a reselection credit
Please let us know if there are any other questions or
concerns
Sincerely,
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 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