Blue Ridge Travel

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

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,
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

Good Afternoon Revdex.com- We are very sorry that the customer is not satisfied with our response. We would not be able to offer compensation to this customer. Sincerely, *** *** 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 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 Morning Ms***,I am pleased to hear that you were able to order the part; hopefully your father is now able to fully operate and enjoy his reclinerThe Guardian plan attached to the previous Revdex.com business response identifies the general terms and conditions of the limited planBased on the damage/incident you are reporting, line item would pertain to your specific claim. The plan does not specifically identify the remote as an exclusion because it does not qualify under the inclusions of the plan.I am unaware what retailer or manufacturer you purchased the remote from for $however, the price we charge is set to include shipping and handling as well as labor.Bob's Discount Furniture appreciates your business and apologizes for any inconvenience we may have caused.Thanks*** **

Good Afternoon Revdex.com,
We apologize to our customer for any disappointment they have experienced while
using their protection plan this dispute is in relation to a claim for service
through an entirely different business (Guardian Protection Products)
In an effort to ensure our
customer’s claim was handled fairly I was able to
obtain the denial reasoning in reference to this claim I have also attached a copy of the Goof Proof
handout the customer was given at the time of purchase. This clearly shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims. Guardian is a third party insurance
company. Like any other insurance policy
they accept claims that fall under the policy guidelines: those that are
submitted when the damage occurred (within days of being reported)and how
the damage occurred (to show that it was an accident and not misuse)
Guardian has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied
While we truly wish we could, we are unable to force another business into
overturning a claim The customer
reported that this damage occurred on they called to report the damage
on 8.16.16. That is far outside the
thirty day window they allow
Bobs Discount Furniture’s responsibility was a one year manufacturing
warranty. This merchandise was delivered
in August 2011. The one year warranty
expired almost four years ago. These
complaints are non repairable and not a manufacturing defect. We would not be able to offer any options
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

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

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,
*** ***

Good Morning Revdex.com-
Please pass on our sincerest apologies for the
inconvenience the multiple deliveries 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
The team saw that the packaging was damaged on one piece during the first
delivery. As we do an average of over
deliveries a day, we are not able to inspect every piece. The team does note when they are loading the
truck if they see a piece where the packaging shows that there may be
damages.
The agents that the customer spoke with were not trying to be difficult, it was
a logistics issue. It was simply the
pieces could not be moved from the main warehouse to the delivery depot in time
for a next day delivery. It simply could
not be done. We did offer to have the
delivery completed on 9.10.16, which the customer refused, adamantly stating
that only would be acceptable.
We currently have the delivery scheduled for to complete the order
We have continued as a business to address this individual’s concern the moment
it is presented to us and work out of our guidelines because we realize
the level of dissatisfaction this consumer is emulating as a result of our
failuresOnce the delivery has been completed any additional accommodation we
feel adequate to offer to the customer is a form of our apology and at our
internal discretionWe do not offer apology amounts based off of any
individual’s time and we are unable to offer a discount off of factory fresh
product that stands in the home in good condition
We have already reached out to this customer directly and offered to compensate
them once delivery has been completed
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care 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: 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,
*** ***

Dear Revdex.com,
We are very sorry that this customer waited for months
for a special order color and then a piece failed. The replacement piece is available and we
have ordered it. We do have to wait for
the manufacturer to make the customer’s piece to match the special order
color
this customer requested.
We can certainly offer compensation for this extreme inconvenience. We can completely understand why this would
be frustrating to the customerIf this customer is willing to wait for the
new chaise to be made specifically for them, we can absolutely offer to
compensate them for this inconvenience
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 ***2, and find that this resolution is satisfactory to me
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 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

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, because only after I contacted the Revdex.com, and *** initiated a claim against Bob's furniture , only then did the refund miraculously appeared the next day to ***I am a long time experience member of *** and I am well aware of their refund policies and how it works, When a refund is sent to ***, *** immediately notify it's customers that a refund was sent to their account and will take 3-days to process, But in this case Bob's Furniture store did Not send the refund at the time they stated that they did They were irresponsible with my order and instead of apologizing and trying to find another solution, they were cold, and uncaring, and I was very upset at the way they handled the entire situationSo Yes I accept the response, But the excuse written in it is unacceptable to me .Thank You Revdex.com for helping to resolve this issue speedily .
*** ***

Good Afternoon,I spoke with Ms***, just a few moments ago and she expressed her concerns with her bedding purchaseBob's Discount Furniture understands the importance of a good nights rest and as a result we offer several different options for recourse when presented with a bedding
issue.After speaking with Ms***, it is unclear as to whether the mattress, foundation or bedframe is the object of her concernsCurrently we have a service technician scheduled to perform a bedding inspection in her home on April 28, Ms*** has agreed to separate the mattress from the foundation so that the technician can "test" each piece; If the mattress is defective we will offer a reselection on the complete bedding set and if the foundation is defective, Ms*** will be offered a reselection or refund of the item.It was a pleasure to speak with Ms*** and have the opportunity to address her concernsShe has my direct number and we will revisit her complaint next week. Thanks*** *

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

Complaint: ***
I am rejecting this response because:The response is the same as calling themThey make assumtions and talk in circles not to address the issueAll paws of my cat are removedFeel free to come inspect for your self or I will be happy to provide the proof from the vetTranslation of this response to me is : company sent an inspector, notes a cat present , case closed no matter what after making assumtionsAlso as others note on line the sales pitch instore is they protect against pet dammage so even if it was pet they still have unethical business practices
Sincerely,
*** ***