Blue Ridge Travel

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 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,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*** *

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,
*** ***

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*** **

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

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,
*** ***

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 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

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

Complaint: ***
I am rejecting this response because: I have insurance on the mattress which I was told if anything happened to the mattressThey told me mold wasn't an accidentSo how else does mold get on somethingThe mattress was never wet and always had a pad cover on, which they (Discount Bob's) gave meSo they won't honor the coverage I boughtso please let me know if any further action can be taken
Sincerely,
***

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their experience with usWe are very sorry that there was
miscommunication with the service technician.
I 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 outcomeWe have completed the
exchange
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 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

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: 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,
*** ***

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with usUnfortunately, it appears this complaint was written on behalf of a third party, nowhere is there any mention of that parties name, address, sales or customer
number. I am not able to do any research on this complaint. I can state with absolute certainty that our sales staff does not tell customer’s that “everything” is covered. We do advise that manufacturing defects and damage from an accident is covered and by which company. We do provide a handout that explains the policy in detail. Normally I would attach a copy of the handout, but without the information to reference the sale, I don’t know which plan to attach. Can you please ask the consumer to verify the invoice number (order number) associated with their purchase so that I can proceed in assisting on this complaint further? They can locate this order number via the sales receipt provided at the time of purchaseIf the invoice number is unavailable please ask if the customer can provide the original delivery address for this merchandise or any alternate phone numbers that may bring up their account records We ask that the customer responds to us thru this Revdex.com channel 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,
We apologize that this has been an ongoing issue for the customer.
We did set up the part order for the customer; these
are not kept in stock and must be ordered from the vendor. I am showing that these were sent out
We are not able to authorize the
team to leave this
piece without a signature. The team is
required to have the customer’s approval before leaving a piece If this customer would like us to attempt an
out of zone delivery exception and try to get added on for a Saturday we can
certainly process that request. We would
need to know what Saturday would work best for the customer
This customer has already spoken to a member of the
corporate customer care team regarding compensation. We do offer compensation based on our
failures. This is a token of apology
that we offer as a Bob’s Gift Card
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 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 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 an even exchange scheduled for to resolve the
remaining concerns with this merchandise.
We have requested the pieces be inspected to ensure the pieces have no
manufacturing defects. This set does
have a distressed look to the pieces, so there will be added
imperfections.
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 delivery is 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
At this time we are looking forward to completely resolving this customer’s
concern on and they will be able to speak with our Customer Care Office
prior to the delivery team leaving their residence on 3.24.15. We will review the account and at that time will
determine what we are able to offer
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care 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

When I originally purchased the item on 10/4/15, the invoice indicated a Bob's representative would be in touch with me via phone to schedule a delivery date (see screen grab at bottom of email)I received a call (either that day or the next, I can't remember for sure) in which I told the
representative from the store that I was moving apartments and would be unable to accept delivery of the new mattress until I moved in on 10/I asked for 10/or 10/deliveryShe said "Ok I will let them know" and hung upOn 10/I received a call from *** saying they were at my (new) apartment building and asking if/where they should leave the mattressI told them I had not yet moved in yet so did not know what the delivery protocol was in the building and I was not comfortable with the mattress sitting there unattended in the lobby for a week and a half until I moved inThe *** guy said he would return the mattress.After 10/I made many (approx8-10) attempts to call Bob's Customer Service to reschedule the deliveryOn 10/and 10/I called multiple times throughout the day but was unable to connect to a human - I just heard "beep beep beep" and then "you have reached the mailbox of" [*** ***? I can't quite recall but it was very strange].And press for China, press for Philippines(Very odd?!) I finally got in touch with a rep during the week of 10/(can not recall the exact date - it was early in the week) who helped me reschedule my delivery for 10/but said she would "make a note" to try to get it expedited to 10/since there were problems with the original delivery10/and 10/go by with no delivery, and the online tracking function on mybobs.com showed that my delivery was not even in the system. I spoke with another Customer Service rep on the evening of 10/who suggested I call back on Mon 10/19.On Mon 10/I received a *** email saying the delivery was scheduled for 10/Although Bob's had again NOT consulted me to reschedule delivery (I have recently started a new job and am in the office all day and it is a hardship and inconvenience to reschedule my day to be at home waiting for furniture delivery)But I made arrangements to take off of work to be at home for the delivery10/comes and go, no deliveryI had approx. 2-further conversation with Bob's and *** customer service reps during the week of 10/trying to sort this outI missed the delivery on 10/because I was at work, and then had to take ANOTHER day off of work to be at home for the delivery on 10/On 10/I finally received my delivery.[Insert info here on toxic mattress from initial complaint.]On the morning of 10/I made three phone calls to Bob's and was on hold for approx- and a 1/hours (cumulatively over conversations with different customer service representatives including two phone disconnections)A supervisor finally agreed to refund my order and schedule a pickup of the toxic mattress(however I have to wait two weeks with this toxic mattress/health hazard in my home)However they still refused to refund the shipping costs, saying that "we used that money to pay *** so we can't refund that." At that point I told them that I was done speaking with them and would deal directly through Revdex.com.Resolution I am Seeking: FULL refund including ALL shipping costs and taxesIMMEDIATE pickup of toxic mattress at a time convenient for me - evenings or weekends (I can not take off any more work nor should I have to wait around all day for an 8:AM - 5PM window of time.) And ideally I would like to be compensated for the multiple hours of time lost on customer service calls, although I don't want to push my luck...Thank you Revdex.com!