Blue Ridge Travel

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 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

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,
*** ***

Complaint: ***
I am rejecting this response because: Replacing the table is something you have to do regardless since you couldn't deliver a showroom condition table to begin withDiscounting the new table is something you should do to make up for the level of incompetence that you have shown this farHaving a customer make a purchase in December of and months later still not have the furniture is unacceptableHaving customer service reps and managers that are worthless and can't resolve issues is also unacceptableEnjoy the money, congratulations you made a couple thousand dollars from one purchase but now you'll lose 100x that amount in bad publicity
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 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

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

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,
*** ***

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

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 Morning Revdex.com,
We are sorry if this customer is now experiencing
other issues. We were hoping that all of
the issues were rectified after the compensation. I see that at this point we have compensate
above our policy guidelines.
If we have delivered damaged merchandise to
this customer we can certainly rectify that.
We have two options for the customer, we can schedule a technician to
come to the home to repair and touch up pieces so that there will be no cosmetic
blemishes. The other option available is
a concession to keep. This would be a
discount to keep the pieces in the home in the condition that they were
delivered in. If the customer wants to
pursue this option they must submit photos of the issues, we need at least
photos of each damage, a close up of the damage and a photo from a few feet
back so we can see clearly which piece it is.
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer
Sincerely,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care 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 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- 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

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-
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

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,
*** ***

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

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 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