Blue Ridge Travel

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with usThe first check was sent to the billing address on the account and was issued on and returned to us 12.18.17. The second check was sent to the
corrected address and issued on and returned to us 1.24.18. The third check was sent out from our Connecticut office on 2.2.18. IF the check is returned again as undeliverable, we would need to send to the store to ensure the customer is able to receive it. I have verified that the address matches the address on this complaint, *** ** 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

Good Morning Revdex.com, *** *** *** ***
We are sincerely for the multiple issues you have had to endure
with this bed purchase. I absolutely
feel that we as a company have failed you.
The bed shouldn’t have been delivered with the broken light fixture, but
that may have happen
being jostled around in the truck. The first agent that set up the service,
should have either exchanged the headboard or ordered the part, not scheduled a
service, wasting your time. The only
part of the complaint you made that I don’t agree with is the comments that you
believe the bed was used. That part is
not possible. It may have been a very
poor choice of words from the tech, or maybe a language barrier where the tech
did not properly explain himself, but we do not sell used beds. I think he may have meant to state he has
serviced this model of bed before, not that exact piece. I was not there, I do not know how the
conversation went, but I do know that we do not sell merchandise returned from
a customer’s home
I will grant the request for the refund back to *** ***,
because I believe it is the correct thing to do to make this right for these
customers
I have already processed the paperwork and the customer just needs
to call in to schedule the pickup.
Please see attached a copy of what will be refunded to *** *** once
we have completed the pickup. Please
noted Wells Fargo may take billing cycles to post credits to a customers
account
Kindest
Regards,
Tracy
S***
Corporate
Customer Care Liaison
Bob’s
Discount Furniture

Id like to know what misuseLast time I checked a couch is for sitting and relaxing on while watching televisionI have had techs out here for the chaise, all who have stated the quality of bobs furniture has declinedThe first tech put screws into it to fix the arm, then the 2nd tech took it apart and complained about what the firat tech didHe then continued to put in "L" brackets with more screws to fix the issueThe arm is almost completely off as the 3rd tech took photos and submittedThis is a result of shotty workmanship by the manufacturer and the techIm not happy, $down the drainA furniture set should "last" longer than yearsIve had couches last n just be replaced sue to age. I was told by 3rd tech that he was surprised it wasnt replaced the first timeNo it has to be attempted to be fixed first which clearly wasnt the right decisionIm not happy at allThis is not how a "reputable" and "highly recommended" business should be doing businessIm very dissatisfiedBeing told by bobs to call *** then *** tell me to call bobsNow it has come down to this which is ridiculous for it to be.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Dear Revdex.com, We are very sorry if there was any misunderstanding with our reply. We did not state that we believe the damage was caused deliberately. The act of placing the seat on the table without covering the table to protect it was a deliberate act. The customer chose not to cover the table to protect it. The *** *** Plus plan does not cover every damage. It covers manufacturing defects and damages that result from a single accident only. This is explained on the *** handout and on the sales order. I have attached both. This is not a manufacturing defect. This is not damage that resulted from a single accident. This concern is not covered under the *** plan. Kindest Regards, Tracy S*** Bobs Discount Furniture Customer Care Corporate Liaison

Good
Afternoon Revdex.com,
Please
pass on our sincerest apologies for the disappointment this customer is
experiencing with their Goof Proof Plan purchased in On the date the
customer purchased this merchandise our company offered the ‘Goof Proof Plan’
which offers years
accidental protection against a variety of occurrences that
can cause damage to the furnitureThe consumer has outlined within their
attachment the reasons this third party company is denying their claimThe
sales flyer we provided at the time of sale for this plan indicates that ‘breakage
of wood’ is covered however it is displayed in several places (top and bottom
of the right side facing) that the coverage is for accidental damagesThe
bottom of the sheet advises that ‘Accidental Coverages are from a single
incident’ therefore the customer not reporting an accidental incident
means that the coverage from this purchased plan does not applyThe plan has
not failed this consumer as the guidelines for coverage are not being honored
As clearly depicted on the
copy of the sales invoice the customer provided, we expressed at this time of
the sale that Bobs Discount Furniture guaranteed the merchandise to be free
from any manufacturing defects for a period of one year from the date of
delivery or pick upThe customer had this delivered on so any
coverage directly thru Bobs expired on The first report of concern
for this was reported to us on meaning that the customer was already
outside of their warranty thru Bobs for nearly an entire yearNo reports of
concern were made to us within their actual warranty period
As a courtesy we sent a
factory trained technician out to the customer’s residence (at no charge to the
customer) to see if we were able to make a repairThis option placed our
customer’s needs beyond the needs of our business and the fact of the coverage
directly thru Bobs being void for an already good chunk of timeRegretfully
when our technician arrived to the home (his report depicts that there was a
baby sitter in the home to accept service appointment) he found that the legs
and footboard were crackedHe also reported that the post is loose due to
insert out of the leg and this concern was non-repairable
As
a business it is reasonable for us to gage by this report that hardware that
was originally there has gone missing from the product causing overall
destruction to the frame and footboardOur factory trained technician found no
defect in workmanship of the product present, this fact combined with the
remaining truth that the customer has no coverage remaining thru Bobs directly
regretfully leaves us with no further options for resolution
While
we remain very sorry that this concern is unrepairable, the customer is outside
of the expressed coverage guidelines we set forth at the time of purchase (see
customer’s attachment), and that the claim has been denied due to lack of
accidental report thru the protection plan (Guardian) we are unable to offer
any further recourse for this concern
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry. We understand that the customer was looking to get the piece they ordered. When it became unavailable, they were offered the refund be processed. The paperwork was created and the customer was asked to call a store with the credit card
information to have the money refunded to *** ***. For security purposes, we are only able to see the last four digits of the card used. The customer would have to provide the entire number for the refund to be posted to their credit card. The customer did not reach out to a store to provide that information. The notes indicate that they were set on receiving the piece we no longer have. The customer was also looking for compensation before having the refund processed. While we can completely understand the customer’s frustration with the piece becoming unavailable, we are not holding the money, they customer just has to reach out with the credit card originally used for the refund to be completed. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: ***
I am rejecting this response because:
I will wait and see if company replaces furniture after seeing what a mess it isThis is the only resolution I will accept because the furniture is obviously of inferior material and workmanship if it falls apart in one year's time-- springs broke, material ripped, wood flaked off and foam in cushipons/pillows disappeared This dispute will not be resolved until they replace the junk that they sold me After only one year and thousands of dollars, I hope I can get furniture that I can actually useand will look nicePlease do not close this dispute until we hear the verdict of this visitation which I spent 3/of an hour and countless phone calls BEGGING for.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***2, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: my wife was charged the dollars when she tried to return the chairsThey offer no other chairs in the store, that were smallerI will freely admit that my wife did not have the measurements correctHowever the sales person Nicole P*** told her that no problem, buy them now and you can return them if they are not the right sizeMy wife trusted what the sales person told her, and perhaps should have read what the store gave her after the fact This store not only does not act in good faith, they change the facts I question any internal investigationAre the days if doing the right thing, or acting in good faith non existent in Bob K*** storeHe puts his hand over his heart in his commercials, perhaps his fingers are crossed when he does thisThe bottom line is my wife has no credit, the store has no chairs that we can use, and they are not acting in good faith We feel cheated, and lied toThis store is a sham....They simply do not tell the truth....Who can pick out something if what you wanted to buy they do not haveAgain, we have can prove the additional chargesThis is really a shame
Sincerely,
*** ***

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with usI see that this customer has already spoken with my colleague and it appears the customer worked closely with David to rectify the situation and reach a
satisfactory outcomeDelivery has been completed and compensation offered and accepted 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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution, option #3, full refund of the delivery fee to my original form of payment is satisfactory to me
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 However I want it noted that I do have a five year warranty that I paid for less than years ago and a replacement should have been standard I would not have taken it this far it they had honor the warranty This is not a courtesy they are giving meI am getting what I paid for The chair should not have break merely by sitting on it How dear they
Sincerely,
*** ***

Good Afternoon Revdex.com-
We are very sorry that the delivery experience did not go as
well as we would have wished for this customer.
We have reviewed the complaint and the account as well as the photo the
team took of the damaged piece. We agree
with the offer that was made for
compensation.
If the exchange is not successful we can review the account
again to see if other compensation is warranted. We do always offer service first, as stated
on every customer’s sales order, reviewed and signed at time of purchase. This customer requested the exchange and it
was scheduled.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- We are sincerely sorry that this experience was so frustratingI can personally identify with a consumer’s need for an apology outside of making the concern rightAny compensation agreement is to be discussed after the customer has been fully satisfied with the merchandise
they have receivedWe do wait to discuss the compensation so that we can see all the failures and inconveniences the customer has enduredWe offer any apology in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be the 15th largest furniture retailer in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amountShould the customer wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and have several cash and carry items that can be taken from our Showrooms or pit locations as our free gift of apology The delivery has been completed and the customer can reach out to us to discuss this compensation at their earliest convenience. We offer compensation based on our failures, we are unable to offer compensation for lost wages or time. Kindest Regards, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: ***
I am rejecting this response because: there is no reason why they were not able to determine they could not service the furniture at the time they scheduled the appointment and processed my payment in advance, and furthermore no reason why they then were able to determine that they could not service it or have any parts for it, within minutes of their technician being in my home and speaking to the same department of which I scheduled the appointment with.I will NEVER purchase anything from Bob's Furniture again, and will share this story with as many people as I can, for many years to come, and if I ever hear of anyone considering making a purchase from them, I will be certain to sway them not to do business with them and to read all the online reviews I have read of consumers having had similar situations and Bob's never doing the right thing.Revdex.com thank you for your attempt to help me resolve this issue, but my Bank assisted me and I was fully refunded(non-reversible) on the day they responded to my last reply.If possible to publish a formal complain against them on the Revdex.com for the way they handled this situation, I would like to proceed in doing so
Sincerely,
*** ***

Good Afternoon Revdex.com-
We are very sorry that this
miscommunication has caused this customer distress. I can understand why they feel that they are
entitled to be compensated. The new
purchase should have brought them comfort and the issues they encountered took
the fun out of
it.
I have set up for the portion of your
sales order that you charged on your Mastercard to be refunded to you, please
call the store with that credit card in hand and the store will complete the
refund process, as we do not have access to the credit card number. Please call ###-###-#### when Bob starts
talking, hit and let the store know you need to add your credit card number
to credit *** in the amount of $
That leaves part of the delivery fee still to refund;
I have set up for a gift card to be emailed to you at the address on this
complaint. An ECard will be sent to you
in the amount of $20. Please allow three
to five days for processing.
I am sorry that this happened, I hope you will
accept this compensation as our apology
Kindest Regards,
Tracy Sa***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are sincerely sorry for the inconveniences we have caused
the customer. As we were not able to
complete the delivery the paperwork has been created to refund the customer. We would need to complete the pickup for the
refund to be released to the
customer’s credit card. The customer should reach out to the store or
customer care at their earliest convenience to schedule the pickup
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Complaint: ***
I am rejecting this response because: To keep the customer on the phone arguing with them on Christmas Eve at pm at night is unacceptable business practiceThank you for refunding the gift card thoughIt is apparent you do not want our business any more after this ordealThanks for refunding us in full though
Sincerely,
Paula Ridenti

Good Afternoon Revdex.com- We have reached out to the delivery company for more information on this claim. We are very sorry for any delay. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here