Blue Ridge Travel

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,
*** ***

Complaint: ***
I am rejecting this response because:When told the truck would be re routed back to our residence it was stated that we would receive a call within the hour with a time of the next deliveryWe never received a return phone callWhen calling the store to figure out what the next step was we were told it "would be" scheduled for Saturday and again we would receive a call Friday with the hour time gap for deliveryAgain we did not receive a returned call and called at 5PM Friday to yet again find out what time for SaturdayWe were told the delivery was never entered into the systemAfter being told a ridiculous delivery date we argued getting it moved up to Wednesday the 21stWe made special accommodations to have a family member be here to accept the deliveryI contacted the corporate office in the meantime to request picking up the furniture as we were originally told it was unloaded off the truck in PortsmouthThe corporate office connected me to John the manager of the Seabrook store who stated he was not sure why we were sent in circles and why he had not been given the call in the first placeHe also stated to wait for the delivery to arrive to make sure we received the entire order and everything was in tact prior to discussing any refundHe stated he would be leaving for vacation on ThursdayOur furniture did arrive, missing the "base" of the daubed for my son's bed (can't be put together) as well as the side being rippedOur living room set had no issues but our daughters entire bedroom set was the wrong colorWhen in the store picking out the right set our daughter stated she did not like the "mystic white" color and the sales associate stated we could order the set in whiteIt is not white, it is the same as the one in the showroom that has an "antique look" to itWhen I got home from work and called the store to speak with John I was told he was not in that day that he was away on vacationI stated, "REALLY" as this is not what he had told me! Explained the situation and the woman then says I can send him a text message as he left minutes agoShe liedShe reached John (assuming via text) and he stated to refund our delivery of $This is unacceptable to me! I was told I had to wait 24-for customer care to contact me about the issue with the bedI requested John's email multiple times and finally asked boldly if the woman was refusing to give it to meAfter being out on hold multiple times she then said she had to get permission to give out his emailI am not happy about the run around, the wait time, being lied to and for the lack of "customer support" throughout the process!
Sincerely,
*** ***

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

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

Dear Revdex.com,
We are very sorry that this customer was not completely satisfied with the
pieces that were delivered to the home on 7.22.16. We do display signs in areas of the store
detailing Natural Products and the variations that may occur. Wrinkles in the leather surface are
very
common. This is not a manufacturing
defect. In an effort to try to make this
right for this customer I will waive the new delivery fee for a replacement
piece of the same price.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com,
Please pass on our sincerest
apologies for the concerns our customer is experiencing with their merchandise
Our records indicate that this
merchandise was delivered in September of and as its name depicts the
‘Goof Proof’ plan sold is designed to offer
coverage against occurrences of
most accidental damageWe do provide documentations of the Bobs one year
guarantee verse the coverage of the protection plan at the time of saleAs the
customer’s warranty coverage directly thru Bobs expired years ago the
technician dispatched to the customer’s home on was done as a
courtesy
Upon inspection of the
merchandise our service professional determined that there wasn’t a sufficient way
to repair this merchandise under the terms of the courtesy service he was there
to completeThe purchased protection plan does not offer coverage if there is
no accident reported to go along with claim and therefore does not qualify for
use or dispute as the customer continues to assert that no accident has occurred
Our records further indicate that
we answered all the customer’s questions to the best of our abilities and took
the appropriate time to review, at a higher level, photographs of this customer’s
disputeAs our technician and our higher review have determined there is no
defect present (please also consider the customer maintains no direct warranty
protection thru Bobs) we are unable to offer further recourse at this time
We apologize again as we truly
wish to help every customer that we are unable to offer recourse in this
specific case
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry for the failure on Bob’s behalf. We are sorry that the merchandise was not
successfully delivered and assembled the first time. We can absolutely offer compensation for the inconvenience
of having to wait for the delivery to be
completed. The customer is asked to call in for an
account review once the delivery is completed, for compensation.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Complaint: ***
I am rejecting this response because:1) There is nothing in the order that states that moving the furniture outside the service area "nullifies" the warrantyThe order states that "service can only be provided within our serviceable area"As I mentioned, I have offered to ship the damaged pieces of furniture to your store, which would place it within your serviceable area and allow you to repair or replace itBy refusing to allow me to ship the item to you for replacement, you are refusing to honor the warranty.2) I was told by multiple store salespeople and the store manager that it would be OK to move the furniture out of Bob's service area and that it would not void or interfere with the manufacturer warrantyYour salespeople either lied to me or were ignorant of their own warranty policiesIf your sales people and store manager told me that the warranty would be honored and this is contradicted by the written order, then you should honor the verbal representations made by the store employeesFailure to do so is at best deceptive and at worst fraud.3) You have no proof that the furniture was damaged during transportation or deliveryThe furniture was well packaged in cardboard and Styrofoam and the distance it traveled is irrelevant In addition, there is nothing that could have happened during delivery or installation that would cause the glass piece of the display case to be completely scratched up with circle shaped scratches.
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 Audrey 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

Good Afternoon Revdex.com-
We are sorry there was any misunderstanding. The protection plan the customer purchased
clearly states the coverage is for accidental damages for five years. We would expect any consumer purchasing a
plan would read the information contained in that plan.
Seat cores are available at a retail cost of $each. We are willing to split that cost with the
customer. If the customer would like to
order, they would need to call in to customer care and advise how many they
would like to order. The parts department
will then create the order and someone will reach out to advise when payment
must be made, before the order is placed with the vendor.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry that the requests were not able to be scheduled for each attempt. We did schedule the customer for Breakfast with Bob’s for the first two attempts. These attempts were not able to be completed as the piece was too large to fit in the home.
The routing department was not able to work the request in for the 3rd and 4th attempt. The third was canceled and the fourth was completed successfully on 10/26/17. Timeframe requests are requests. They are not guaranteed timeframes. Our routing department works very hard to accommodate all requests. Sometimes due to building restrictions or medical necessities of other customers we are not able to work every request into a route for the day. We are very sorry that the delivery was not completed to the customer’s satisfactionSincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: ***
I am rejecting this response because:This is absolutely lieWhen I purchased the furniture that I just have to call and tell them there is a damage and they will come and fixThe sales person never explained how the plan worksIn regards to the coffee tableWe bought of themOne was a floor model which didn't have the planThe other did which when it was delivered to us was delivered damaged so how does that is a warranty claimThey need to get their facts straight and answer. On Friday I was told a manager would call in to hours and no one called me until todayWhen I called back today they had all their story mixed upBob delivers broken product and then when I report it and specially tell them it is not to be processed as warranty claim they process it as suchI recommend having the call pulled and listen to itAll of them as to how *** and Bob treats their customer and hang up on them. I want my refund as I never used their plan which according to *** was never there and even bob confirmed there was a mixup in the paperwork.
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 Brienne 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

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with us
I see that this customer has already spoken with my
colleague and it appears the customer has already been refunded from ***
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 meThank you for your responseThis is the answer I was looking for to my questionI agree to wait for the furniture and agree to the refund terms after delivery is made
Thank you.
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 *** ***
*** on one bed. 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. The customer did purchase two separate sales in June of 2015. The only item the customer requested *** *** *** on at the time was the single *** bed. If the customer had chosen the entire order be covered, it would have cost several hundred dollars more. The customer reviewed the purchase and signed the sales order authorizing the purchase. We would not be able to add or alter to an order that was delivered two years ago. The Madelyn upholstered bed will be under warranty until June of Kindest Regards, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com,
We are very sorry that this customer is not happy with the options
that have been offered.
We spoke on 4/8/at 1:and I offered the customer a $Bob’s
Ecard to be sent to his wife’s email address.
He accepted. We do not offer
discounts on merchandise that is not damaged.
Our product is the absolute best at the price point available.
We do not offer refunds on any merchandise that has been picked up
by a customer or delivered into a customer’s home
This customer chose to avoid a delivery charge and assemble himself
that was a choice. If our team had made
the delivery and assembled the pieces, the customer would not have to bring the
chairs back to the store for the replacements.
That would be our responsibility.
I am sorry that this customer is unhappy at this time, I truly
believed that when we spoke last Friday he was happy with the offer that I made
and he accepted, that he was comfortable with what was discussed. We would not be able to offer any additional
compensation
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Afternoon Revdex.com,
Please pass on our apologies for any confusion in purchasing
agreement that may have occurred at the time of sale
*** *** has communicated to us today (9.29.2015) that
they have already offered to
waive all the interest for the customer if he pays the
principle balance of
$
At this time
we would consider this concern closedPlease have the customer let us know if
there is anything else we can assist with
Kindest
Regards,
Stephanie
G***
Bobs
Discount Furniture
Customer
Care Corporate Liaison

Complaint: ***
I am rejecting this response because:bobs discount furniture has my correct address.in addition, my invoice # is *** my customer # is *** and my other cell phone number is ###-###-####.my home address is *** *** *** ** *** *** *** My girlfriend name is on the account as wellher name is *** ***
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,
*** ***