Blue Ridge Travel

Complaint: ***
I am rejecting this response because:I would like your contact information to further discuss I do appreciate you trying to offer methods to rectify but certain things are being not taken into account I am not looking for an additional payout here..but we can discuss that live on the phone
Sincerely,
*** ***

Good Afternoon Revdex.com- Due to the nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution. Bob’s has taken over the claim due to the length of time the customer has been waiting. We have arranged for a check to be sent in the amount of the
estimate that was submitted. We hope that the customer will reply back once they receive the check in the mail. We are very sorry that this was not previously resolvedSincerely, Tracy Sanb*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: ***
I am rejecting this response because: I sent the photos to Ms*** I am awaiting further response to my complaint
Sincerely,
*** ***

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 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

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,
*** ***

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,
*** ***

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***I am not satisfied with this response since the compensation is merely a credit towards a future purchase and I refuse to patronize Bob's ever againHowever, I'm not an unreasonable person and I'm willing to accept that this is the best they can doMost importantly, I wanted an apology for the unprofessional manner in which multiple customer care representatives and delivery personnel handled the matterI still think Bob's has much work to be done to improve their customer service but I am willing to put this matter to bed.
Sincerely,
*** ***

Good Afternoon Revdex.com-
The team that came out with the customer purchase rails on
found that the wood was cracked.
The bed which is outside of all warranty was replaced at no cost on
10.21.16. As we have replaced these
pieces as a courtesy and have already offered this customer a gift card for the
concerns with this purchase we would not be able to offer any additional
compensation.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Day Revdex.com,
Please pass on our sincerest apologies for
the inconvenience the home damage caused our customerWe can certainly
understand the customer’s frustration and acknowledge the reasons why the
customer feels they are owed something additional after their concerns have
been resolved
We can refund the delivery fee ($249.99) as
compensation from Bob’s for the frustration the home damage has causedShould the customer wish to accept this offer,
please advise that they may respond to this communication via the Revdex.com as
‘satisfactory’ and we will create the refund and email the customer a copy
directly to their email address as this contains confidential account
information
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com,
We sincerely apologize for the issues this
customer has experienced with this chair.
I have reached out to Tiffany directly and she has accepted my offer of
reselection. I believe this to be the
most appropriate response to the damages on the chairThank
you for bringing
these concerns to our attention, so that we may make this right for our
customer

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,
*** ***

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- 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

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

Good Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the multiple deliveries/service and damaged
product continues to cause our customerWe can certainly understand the
customer’s frustration and acknowledge the reasons why the customer feels they
are owed
something additional after their concerns have been resolved
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
never anticipated failing our customer once, let alone twice and are deeply
sorry that their choice to sleep on the floor has caused them more stress
We currently have an even exchange
scheduled for the entire bed on (tomorrow) to resolve the remaining concerns
with this merchandise
While it is not procedure
to do so, we absolutely recognize that we have failed our customer and
compensatia further form of our
apology- should be offered after the problem we have caused as been made
right
At
this time we are looking forward to completely resolving this customer’s
concern on and should 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 on We will review the
account and at that time and determine what compensation we are able to offer
Kind Regards,
Stephanie AG***
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 Morning Revdex.com,
We are sorry that the customer has had
multiple issues with the purchase. These
pieces are no longer under warranty and we no longer carry this set, so
replacing the parts is not an option. If
parts or service would fix the issue, we would be offering that.
The *** *** that you purchased covers accidental
damages only. You did not report an
accident to the third party company ***.
If an accident had been reported to them, they would be covering
it. The majority of the accidents that
are reported to them are covered by them
We regret that we have no recourse to offer
this customer.
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison

Good Morning Revdex.com,
While we apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us, in accessing this customer’s records with Bobs Discount
Furniture and the *** company I show no report of any “tear” concern
on
this sleeper sofa purchased in
At this time we would ask the customer to
provide photographic evidence thru the Revdex.com channel they have selected to open
so our business can research what avenue, if any, is available to assist this
customer in resolving their concern directly with Bobs Discount Furniture
*** (*** is known as their parent
company) is a third party company that solely manages the five year protection
plan this customer purchased and we have, for many years, experienced a vast
amount of approved claims through this third party companyOur customers are
usually very happy with the outcome of their reported claim however like any
other protection plan there are terms and conditions in place to keep
resolution offers fair for all consumers alike
The customer is welcome to contact *** directly
(###-###-####) and follow the process for filing a claim thru their
protection plan or we look forward to receiving and reviewing the photos
(as outlined below) so we can research the best route for this specific claim
directly
-Minimum Photos of the Sleeper Sofa:
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa
- Picture that
clearly shows the damage mark at close range
-Picture that clearly shows the damage mark
at a distance
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison