Blue Ridge Travel

Good Afternoon Revdex.com- We are sincerely sorry for this concern. Due to the nature of this complaint, we had reached out to the customer directly to discuss our offer of resolution. The customer accepted our offer and will reply to the Revdex.com mediation service with their decision. We
thank the Revdex.com for bringing this to our attentionSincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: ***
I am rejecting this response because: YOUR COMPANY IS BEING DIFFICULTSURE SEND THE SERVICE TECH OVER TO MY HOUSE BECAUSE THEY WILL FIND A BRAND NEW MATTRESS FROM *** *** *** ...A COMPANY THAT PRIDES THEMSELVES IN TREATING THEIR CUSTOMERS WELLUNLIKE BOB'S OR BETTER YET, SINCE *** TOOK THE MATTRESS AWAY THEY CAN GO TO THE TRASH DUMP AND EXAMINE ITI WANT MY $$$$ BACK AND I DO NOT WANT TO HAVE TO GET A LAWYER INVOLVED AND GO TO SMALL CLAIMS COURT OVER THISTHIS ISN'T FAIR!!!!!!!!!!!!!!
Sincerely,
*** ***

Dear Revdex.com,I called and spoke with Ms*** this afternoon and she expressed her concerns with the dining chairsAs a result, I have processed the necessary paperwork allowing her a store credit to reselect to a different setMs*** was appreciative of the offer and understood the terms
of the creditShe will visit her nearest Bob's Discount Furniture store within the next couple of weeks (or days) to either choose a different set or different chairs.Bob's Discount Furniture appreciates MsWilders business and apologizes for any and all inconvenience we have caused.Thanks*** **

Complaint: ***
I am rejecting this response because:
when I purchased this item I have had to have multiple techs out to fix the frame previously and torn seams and other issues with said couch! once the frame was broken it should have been replaced the first time not repaired with shoddy drywall screws and this was brought tup previously and if I sit on a couch too hard you would think it would'nt break and or would be considered accidental if I was not planning on breaking it and thecouch broke over a month after moving and when I asked whilst purchsing said couch "what if I moved" I was guarnteed by the sales rep "dont worry" we got you covered
Sincerely,
*** ***

Good Evening Revdex.com,
I attempted to reach out to this customer by telephone this
evening (9.17.2015) on the number she has postedI was only able to leave a
voicemail in which I left my direct number for contact back at ***
I am very troubled after reading about this customer’s
experience
with us and have begun addressing the obvious coaching concerns presented here
Please advise the customer I’d be happy to make sure her property claim gets
addressed appropriately and the compensation she’s been promised gets processed
to her accordingly
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 *** and find that this resolution is satisfactory to me
Sincerely,
Tori B***

Complaint: ***
I am rejecting this response because:
I clearly stated to the company that the bed collapsed as me and my mother sat on itIf you do business with this company on a regular basis or if you yourself won't stand behind a bed that is only a few years old against collapse then you obviously have not much faith in your own productI have spent thousands of dollars in your store and have had similar problems with my sofa set and I am not pleased and will never shop there again if not given a satisfactory resolution to this issue.
Sincerely,
*** ***

Good Morning Revdex.com,
The policy that the purchaser did
sign at the time of purchase which is located on their sales receipt and via
our website (link provided) is described below:
REFUNDS AND CANCELLATIONS POLICY
You may request a full refund on orders for stocked merchandise at
any time up until the time we deliver the
merchandise to you or until you pick it up
You may exchange or return any take-with purchase within thirty (30) days of
the date of possession for a full refund provided you have your original sales
receipt and the merchandise is in like-new condition and has not been otherwise
usedTake-with sales include:
accessories, rugs, bed frames, lamps, bed protectors, pillows and pillow
protectors
You may cancel special orders within
three (3) days after the order date and we will refund your Special Order
Deposit in fullIf you cancel your special order later than three (3) days
after the order date, we will refund your Special Order Deposit less the
Special Order Fee
***
We have in fact made an exception
to this policy for the customer already by allowing an ottoman with no damage
or reported concerns to be returned for store creditThe customer’s account
also shows that as of our retail location worked above our
procedures and processed a refund of this customer’s delivery fee as a form of
compensation for previous failures that the consumer has chosen not to disclose
to the Revdex.com ($149.99)
At this time the customer’s
account shows no open product concerns and an agreement for compensation (above
policies) as acceptedI am not denying that we have previously failed
this customer however we have taken the appropriate steps to correct those
failures and apologize to our customer with compensationI certainly apologize
further to our customer for any disappointment they are experiencing with what
was selected to purchase though as a business I am unable to determine how we
have failed this customer at this present time (12.31.2015)We try our very
best to keep our policies as transparent and easy to understand as possible and
we stand behind the fact that upholding appropriately disclosed policies is a
business’s way of keeping resolutions fair for all customers alike
Kindest Regards,
Stephanie ** G***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: ***
I am rejecting this response because: I do not want an exchange that they've already chosen for me without my inputWho knows what kind of exchange they are going to offerI am not going to accept this blind exchange they are offeringI went to the store to pick the piece of furniture that I wanted, I didn't make my decision without seeing and checking the piece of furniture
Sincerely,
*** ***

Good Afternoon Revdex.com-
We are very sorry for any miscommunication. We are not able to locate an account under
this name or phone number. The account
located under the address does show a purchase from 2015.
If this complaint is pertaining to the merchandise purchased
in
we would not be able to offer any resolution. This merchandise is outside of the one year
warranty.
If this is not the set purchased in and maybe located
under a different phone number please reply with that additional
information.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com,
While we are very sorry that the customer experienced
any concerns with *** while reporting their claim, we have not been given
any opportunity to handle this concern directly prior to the customer reporting
to the Revdex.comOur records also indicate that the customer
received a store credit
from a previous Revdex.com post in to obtain their current setI cannot speak
directly for *** however I do not believe that two kids yanking on a
handle of a mechanism that is nearly five years old- can be considered an
accident by any protection plan’s estimate
Although the customer is completely outside
of any direct coverage thru Bobs Discount Furniture we are happy to offer a
courtesy service on the merchandise to reattach the snapped handle(s) and/or
review the merchandise to see if there are any manufacturing defects present
within the mechanisms themselvesIf a part needs to be purchased in order to
rectify the concern we would expect that the customer pay for that (if part is
available thru vendor) but we will offer to complete any installation at no
charge to the customer
If the customer would like to receive this
option please ask that they contact us directly in Customer Care
(###-###-####) so that we are provided an actual chance to help the customer
directlyTheir account has been fully updated with the notes of this offer
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
Please pass on our sincerest apologies to our customer for the level of frustration
we have caused them to feel
We certainly want to make sure our customer’s concerns are handled
fairly and adequately under the terms of their purchased protection planI
have reached
out to *** via telephone today and provided her with my direct
contact information (phone number) for further follow up
If it pleases *** to communicate thru email instead of phone I can
also be reached via *** *
Kindest Regards,
Stephanie ** G***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: ***
I am rejecting this response because:
My husband and I would like our money back we have had too many problems with furniture from bobs and sick of arguing with them their quality of furniture is no good
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
Sincerely,
*** ***

Good Afternoon Revdex.com- We are sincerely sorry that the customer has had so many deliveries and service appointments. We do see that the exchange was successfully completed on 1.6.18. We hope that the customer will reach out to us for a small token of apology for the failures
with the damaged merchandise and over three weeks it took to get rectified. We do offer compensation as a Bob’s store credit. We hope the customer will call into customer care and request an account review for compensation . Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon ***,
My apologies that our first response caused you any further
frustrations
I’ve never personally been to the retail location you
visited so I am unable to comment further on how money is physically received from
our customers or where the desks are locatedI apologize if the setup caused
you any confusion and can certainly address the culture of the store with our
Management Team in that location
I do know that the ‘Acceptance Now’ company was the direct
company that the purchaser signed an agreement with and the direct company that
agreement disclosed was to be paid weekly/monthly for the furnishings acquired
I really am sorry that we let you down and I agree with your frustrations about
this furniture not being delivered to you as expectedThe truth remains that ‘Acceptance
Now’ is in charge of getting any funds you put forth back to you
With all due respect our refund policy for cash payments (as
indicated on our sales invoice) is business days so the day period that
you indicated was stated to you is a much better turnaround time that you are receiving
from ‘Acceptance Now’ directly
Sincerely,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: ***
I am rejecting this response because:I have already called Bobs and ACCEPTED the return of the sofa, chair and ottoman in exchange for a check for $1191.03I do NOT accept the terms of the table and chairsI can send in more pictures of everythingI would like to do a reselect on this setI admitted laying something hot by accident on the tablecloth that left a heat stainThat IS a goofproof issueThe fact that there is chipped paint on the edges of the table and chairs and the chairs don't feel stable and the decorative pieces broke off the table are manufacturers issuesWhen I called customer service we as the customers were being blamed for the damage to the furnitureMy kids are and we don't abuse our furniture, Bobs just doesn't have the same quality that they used toThere are only resolutions I will accept on the table and chairs 1) money refunded or 2) a reselectThank You *** ***
Sincerely,
*** And *** ***

Good Afternoon Revdex.com- We are very sorry for the concerns addressed in this complaint. We do see that the customer reported damage, peeling, to a piece right after delivery. That piece was already replaced. The part was received by the customer the second week of September.
This part would rectify the concern the customer is currently having, we attempted to add the customer on the next day and we were not able to add it to the route. The customer has not reached out to schedule this installation in the month since. No other attempts to schedule have been madeOur service policy guarantee states that we offer parts and service. If a manufacturing concern cannot be rectified with parts and service we will then offer alternate resolution. The customer’s concern can be alleviated with the part installation. That is the resolution we currently have available to the customer. Service is available in this customer’s area Tuesdays through Saturdays. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

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: 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,
*** ***