Blue Ridge Travel

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

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

Good Morning Revdex.com,
Please pass on our sincerest apologies for the duplicate charge
error and lack of care this customer’s complaint was initially met with
A member of our Customer Care Management Team spoke directly to
our customer on regarding this concernWe are extremely
sorry for
the duplicate charge and the behavior our customer alleges to have dealt with when
initially reporting her concernWhile we were very shocked by this allegation,
and remain shocked that this mistake actually occurred, there is no excuse for
poor customer care or a lack of investigation upon being notified of the error
We have taken the appropriate internal steps to address the obvious coaching
concern presented to us within this complaint
The customer’s order was entered on and our Accounting
Department made the necessary adjustments to return the duplicate charge as of
While I can personally identify with a consumer’s need for an
apology outside of making the concern right, we have worked at a higher level
to make that request happenAny compensation agreement is to be discussed
after the customer has been fully satisfied with the merchandise they paid for and
on we offered this customer a $Bobs Discount Furniture Gift
Card as a further form of our apologyWorking beyond a structure that is set
in place to keep things fair for all consumers is a retailer’s way of
applying empathy and accepting responsibility for a customers concern
We offer any type of additional 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 accounting
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 with use of the gift card
The customer’s merchandise is scheduled to be delivered on
(tomorrow), should the customer still remain dissatisfied after delivery and still
be seeking a further apology amount from us they will be able to speak with our
Customer Care Office after their merchandise has been receivedWe will review
the account and the already disclosed compensation offer at that time and
determine what, if anything, further we are able to offer
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customerWe
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of
their delivery
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 usWhile it is not procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our compensation guidelines and policies
We will offer this customer a refund of the delivery fee ($169.99)
back to their *** account, as a form of our apology. If this customer accepts this offer please
reply to the Revdex.com site and we will process this paperwork
In addition due to this being an issue involving a child, we would
like to offer an additional gift card so that this customer can take their
daughter to the store and she can pick out something as a decoration for the
room. We understand this will not erase
the delivery failure for this child, but maybe if they are able to have
something tangible to remind them we are sorry for the issues. I would like to offer an ECard in the amount
of $so that they may be able to find a lamp, statue or wall hanging to
carryout of the store
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison

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:
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,
*** ***

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,
*** ***

Complaint: ***
I am rejecting this response because:*** ** *** either has been misinformed or twisting the facts.Who brought up the legs being short or long!!!! what does that have to do with my injury.The technician used my cellular to report the situation and said that the legs were SHARP.Secondly I did not say there is a defect in the recliners or that they were difficult to recline?????? I never mentioned that.My concern was that they were too heavy to move for someone my age and the same goes for the marble tables.The tech man agreed with me and I am willing to face him with these facts.He tried to move the marble table and he said "that is heavy".Same went with the reclinersTo have an idea about the customer care have them look at the reviews written in *** and similar sites.Would I buy from them again??NEVER.My offer is take back all your stuff and deduct whatever the Revdex.com people determine is fair and refund the balance
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-
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 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
*** *** Plus.
This warranty 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 warranty is through a third party
company, ***. *** covers the
merchandise for accidental damages.
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.
We are very sorry that there was any misunderstanding with
the scheduling of the service appointment.
There are no notes in the account regarding the customer reaching out to
us. We apologize for the inconvenience
and delay.
The accidental damage must be called into *** with the
details of the accident within days of the occurrence. The issues that are manufacturing in nature
will be addressed by our service technician on 3.2.17. Our service guarantee states we will offer
parts and service to correct any manufacturing concerns. If parts are not available, or will not
correct the issues, we then offer replacement.
Kindest Regards,
Tracy S***
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 meHowever, I would like to state that at the time of purchase I was intimated that *** is a separate dept(and not a separate company to deal with) and the policy was sold by the Bob's representative and not the ***'s.My primary issue was (and will be for future issues if any occur) that in case of a deadlock about who is the responsible entity for an incident whom should I contact for resolution because if none of them is ready to take the responsibility the customer shouldn't be made to suffer
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: you say it is not a accident I disagree the baby was put down on the table thinking the seat wouldnt mark table and by the way thats what a table are for to put things on.When the *** *** is sold to me in store the ssalespetdon said things like this would be covered so again I disagree with your assement of the situation
Sincerely,
*** ***

Dear Revdex.com,
We are sorry that we can not offer any recourse to this
customer regarding this damage
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and missing 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 usAs
the retailer we have taken full responsibility for the damages that may have
occurred at the factory overseas or during the extensive transit the
merchandise endures prior to arriving to our customer
We currently have a delivery scheduled for the missing piece on to
resolve the remaining concern with this merchandise. We did send a team to the home to
assemble the bed as a regular bed until the part that connects the beds
together as a bunk bed comes back into stock
At this time we are looking forward to completely resolving this customer’s
concern on We will absolutely be able to offer a Bob’s Gift Card as
compensation once this delivery is completed.
We do only offer compensation one time, once all merchandise is in the
home in showroom condition. Once the bunk bed has been completed, the
customer can call and request an account review. We would then make the determination based on
our failures and the time waiting on the missing part of bed.
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison

Dear Revdex.com, We are very sorry that this customer remains dissatisfied. We are not able to offer any resolution on pieces that are not defective. Kindest Regards, Tracy S*** Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Good Afternoon Revdex.com-
We are very sorry we were not able to complete the delivery
successfully. The item was canceled off
and a refund check was cut and mailed on 3.31.17. It is being mailed from our Connecticut
office. The customer should have the
check mid to late
in the first week of April.
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
*** *** ***
This warranty 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 warranty is through a third party
company, ***. *** covers the
merchandise for accidental damages.
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.
Our technician was scheduled on 2.1.17. The technician did an investigation of the
merchandise complete with photos. He was
able to brace the frame on one piece and touch up the coffee table damage as
well. He reported to us that the damage
was not from manufacturing defects. That
does not mean it will be covered under *** for accidental damage. The customer reported to *** that they
did not know how the frame was damage.
*** offered the customer hours to discuss with their family and
see if any accident details could be collected.
They declined the call back option
Not all damages will fall under the *** *** Plus
umbrella. Damage that occurs through
daily use of the merchandise will not follow under this coverage. The *** is similar to car insurance in that
it will not cover damage through use. If
your tire wears down or has a hole in it you would not be able to submit a
claim to your insurance carrier. That is
not an accident.
Frame damage such as what the customer is experiencing can
occur in several ways. As we are not in
the home we do not know if any of these scenarios might apply, but these are
the most common causes. Examples of
frame damage causes can be flopping or plopping down on the pieces repeatedly,
moving the pieces around by pulling or pushing on one arm and moving the pieces
from one room to another and getting them stuck in a doorway. Again, these are simply examples as the customer
has requested more detail on why the claim was denied.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry the customer was so dissatisfied with the delivery. We do see that one piece was damaged and had to be rescheduled for four days after the first delivery. We are very sorry the delivery could not be completed on the first scheduled attempt.
The customer also reported to the store that the team left some debris that has come off the back of the truck and did not attach the mirror to the dresser. For these inconvenience the customer is entitled to a small token of apology. This compensation is offered as a Bob’s store credit only. We are able to offer this customer a $gift card for the inconveniences of the first delivery attempt. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: ***
I am rejecting this response because: I do not want a gift card to bobs furniture in the amount of I would accept a credit back onto my card I used to purchase the couch in the amount of I think this is a fair compromise to the problem as we were going to ask for 20% reimbursement on the couch as it still has a strong odor a week later unwrapped and able to air out, unfortunately causing headaches to us allPlease let me know your decision in this regard.
Sincerely,
*** ***