Blue Ridge Travel

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
We will extend to this customer an additional refund of $as
a final form of our apologyPlease advise the customer that all paperwork
needed for this transaction has been entered from our end and action is
required from the customer at this time
As this additional issue resulting in more aggravation was caused
by our store failing to properly process the paperwork I would like to ask the
customer to call into our refund line instead of the store, this will ensure
that it is properly processed.
I have listed the steps below for the customer to follow in order
to get the initial processing of this refund completedWe highly suggest the
customer complete these steps as soon as possible so that the refund process is
expedited quickly on their behalf
o
Anytime after 9am and before 8pm Dial ###-###-####
o
When the office person picks up explain that you are
calling to get a refund processed to your credit card and provide them this
order number: ***
o
At that point they will take the credit card
information from you and complete the processing
In most cases any remaining questions regarding refund
processing time can be answered by reviewing the policies listed on your sales
receipt
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison

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

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. The signatures on the delivery document agreeing that delivery was made and the delivery waiver, agreeing that there are no in home damages do match. The team also noted that there was a man in the home that was moving furniture into the
basement. That was the person that signed the paperwork. We have asked the depot to reconsider the claim, although the documents suggest that it may not have been the team that caused the damage. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com- On the customer was granted their request to return the pieces for a refund. They have not scheduled the pickup. This paperwork will expire on if the pickup is not completed by that time, it will be permanently rejectedIf the customer still has the bed to return, they can call at their earliest convenience. 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 meI have an issue as far as the original card goes, I used my ** *** account for this purchase and they have since updated their debit cards to the chip so they had to give me a new card.
Sincerely,
*** ***

Good Morning Revdex.com,
We are sorry that this customer had a bad experience using the
*** Insurance that they purchased.
I do see that you have already spoken to a Lead in our office and that
agent has set the pieces up for an exchange, which is scheduled to be
delivered
If there is anything else we can assist with please advise.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison

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

Good Afternoon Revdex.com-
We are very sorry for the inconvenience. The store accepted responsibility for their
error and offered to refund the customer’s money as well as give them a token
of apology for the error in the from of a Bob’s Discount
Furniture store credit. The
customer
should reach out to the store to see if more of this piece has become available
and receive the offered compensation.
It is unfortunate that this error occurred. There was no malicious intent to cause the customer
frustration
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Complaint: ***
I am rejecting this response because: we would like Bobs Discount Furniture to waive the thirty day waiting period and allow us to reselect new mattresses immediately And since we have yet to hear from the delivery company since our first complaint on 3/we want the delivery fee waived as well Thank you.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I did know my warranty was no longer of use to meI also did not ask for free replacement partsI do appreciate that this is doneI just think waiting months for something is not acceptableI honestly have a sofa I can not useI am not trying to be a pain about this, but I'm sure anyone in my shoes would feel the same wayThere has to be something that can be doneThe new date is now NovemberI'm sure that is not a guaranteeWhat do I do for the holidays if it is delayed again? I have family comingThis is putting a damper on me coming to the store in the future.
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

Complaint: ***
I am rejecting this response because: If the problem will not be resolved through the Goof Proof warranty that I purchased then the store/Bob's should take care of the problemI have had this table set that I paid over a thousand dollars for less than two months and it has marks? That is not acceptableThe store then is responsible and should contact me to have their tech come out and access the problemAn accident did not happen - the table is losing it coloring and streaking - the sign of damage goodsNot worth the money I paid
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 meCan you find out if we need to return the damaged mattress to the store?
Sincerely,
*** ***

Good Afternoon Revdex.com-
We are very sorry that the customer is dissatisfied. We do offer the service of removal of old
mattresses, as a lot of our customers would have no other way to dispose of
their old one. Our teams are not able,
however, to remove soiled mattresses, for
exactly this reason. Removal of old mattresses is at our delivery
team’s discretion If our team finds
the mattress is soiled or infested, they do not take the piece. We are very sorry, this is not something we
would offer compensation for. Our trucks
are treated regularly to ensure there is no possibility of infestation
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Complaint: ***
I am rejecting this response because: As stated before, I was well aware that I purchased a discounted piece of furnitureAfter inspecting the couch and not seeing any visible damage or defects we made the purchaseThe discount area of the store typically sells outdated or "scratch and dent" type merchandiseI also purchased a bed and the same time and am very happy with itMy issue continues to be that the couch that we were sold was defective and began to peel and fall apart shortly after purchaseWhen I returned to the store and the clerk and supervisor I spoke to both said that "yeah we had a lot of trouble and complaints about that couch and we no longer carry it"They were just being honestWhen I pursued further with Bob's stores I was told that well too bad but there is nothing we can doIn essence Bob's is hiding behind what they consider a "black and white" policy" of sorry but all sales are finalMy contention is that someone at Bob's knew the couch was defective and instead of dealing with their supplier they discounted it and sold it to an unsuspecting public like myselfIn one of my phone calls with Tracy S*** she stated "well you only paid $for the couch"I responded by saying I would not have paid one dollar for the couch if I knew it was going to fall apartThe airwaves are full of Bob's commercials stating honesty, quality, value and trustWell they are certainly not backing any of that upOne look at the pictures of the couch tell the storyTo me any many others that have seen the couch agree that this was defective merchandiseFor a company such as Bob's to blatantly deny any responsibility in this matter and hide behind their policy is just plain wrongThey state that the customer comes first and customer satisfaction is their bedrock is just plain falseA company's overall reputation depends on how they really value their customer and not hide behind a generic policy
Sincerely,
*** ***

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their experience with us With cyber crime and identity theft at a all
time high, we have to take steps to protect our customers.
This customer placed an order
through the online system
and entered an incorrect billing address on the credit card used. That triggered the credit card company to
hold. The orders, both, have been
canceled and the monies refunded to the credit card used.
We are sorry; this customer has no pending order with
us. If they would like to place an
order, due to the previous issues, it would have to be done in person, in any
one of our storesAs we do have stores in *** ***, we hope that the
customer will be able to.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: ***
I am rejecting this response because: I had to take off from work three (3) times, when I should have taken off only onceI need to be compensated for my lost timeI don't get paid when I'm not at work
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:This complaint has nothing to do with damaged furniture as stated in my original complaintYou would also know that if you had any intention of contacting me back any of the number of times I called the corporate office and the store This complaint is because we were lied to by Bobs Discount Furniture's store sales reps and finance reps The money we've paid; a $down payment and payments of $has not been credited to our account and we were told that it would beHowever we were lied to by the sales reps at BObsWe were deceived into signing a contract that DID NOT disclose information about interest fees and outrageous chargesIf I had been fully aware of your outrageous interest rates and fees I would never have agreed to finance the furniture and I would have paid cash instead I have only had the furniture for months, considering I got the delivery 2-weeks later, and they are charging me over a years worth of interest to try a different pay off my balance, when I was told by a Bobs sales rep that 100% of my payments went to the furnitureHe liedThe days started from the date of 1st payment not purchase date, and when I noticed the day date being May 20th(which was incorrect) he had stated that it doesn't technically matter because you just make another payment and NOTHING will changeHe liedWe were told we could pay off our balance at any time after the days and our balance would never change or increase and the money we paid would still come off the $ I specifically ask if we would be penalized after the days and he stated NO each time, in fact he reassured us everytime we askedHe even went as far to say it was just a "promotional" offer to give customers a "chance" to pay their furniture off sooner I have been trying to pay off my balance for weeks now and after paying $only $has been deducted from the total $No one could tell me why and no one could tell me where the money I already paid wentNo one would agree to just hand over $for nothing!! Since I have paid more than half of my balance towards the furniture, This is what I expect from Bob's discount furniture and *** ***; I would like to pay off my balance for what I rightfully oweThe total purchase was $and so far I've paid a $down payment and payments of $which totals $Since I was told by your finance *** *** rep that 100% of my payments goes towards the furniture, I expect you to honor what he said and deduct my $down payment and the $in payments I've already made, which totals $I was told the $downpayment was NOT my first paymentIt was like a "security deposit" and would be applied towards my balance, that all of it would be applied to my balance Therefore, I should rightfully only owe *** *** and Bob's discount furniture a total of $which I will pay you todayBobs furniture needs to contact *** ***, because I can not get a manager on the phone and no one will return my phone call, I did not have the chance to settle this with them Now, Bob's may not "finance" but I hold Bobs Discount Furniture 100% responsible for the matter because we were lied to, deceived and information was not disclosed to us at the time of purchase If I had known that I would be charged over 30% interest (which I am pretty sure is illegal under the Usury Laws in the state of Massachusetts) I would NEVER had agreed to finance your furniture, I don't think anyone wouldI would also like someone to contact meI have been patient and I have given the district manager of Bob's and *** *** ample time to contact me but I have never once received a phone callI used to sell cars, I know how financing worksFrom my years of experience, if someone wants to pay off their balance early they DON'T pay the financing (interest) fees because they are no longer financingIf this matter can not be resolved and Bobs Discount Furniture as well as *** *** do not agree to what I am asking, as stated above, I will be forced to take further steps to resolve this situation I am not asking for a refund, I am not asking for free merchandise, I am simply asking to pay off my CORRECT balance of $680.70, which is what I rightfully oweThis Doesn't have to be a bigger issue than it should beI have been a faithful customer of Bob's for many years, but this is the first time I was deceived into this *** *** program and the day promotionI was lied to by Bobs sales and finance reps that this would help my credit and many other statements they made to myself and my family who were also present at the time of purchaseI am honestly disgusted by the way myself and my fiance were treated when trying to resolve this matter over the phone with the store manager Jolisa G*** and finance rep Kevin B*** whom we both spoke too (he was also the rep that handled our paperwork)Neither Jolisa or Kevin could give me a straight answer and they both stated different answers when asked the same questions. Again, I expect my balance of $680.70, as stated above, to be honored by Bobs Discount Furniture and *** *** If you agree, I will pay my balance of $in full today and you can resolve this matter professionally and honorably and I will be satisified. I may only be one customer to you but I know I am not the only person dealing with the same situation with Bobs Discount Furniture and *** *** All I am asking for is what is fair and what is rightI can only give you until tomorrow to respond, not by choice but because I will be charged more outrageous hidden fees that we were not aware of at the time of purchase. If you prefer to contact me directly I can be reached at ###-###-#### or ###-###-####Like I said I have yet to hear from anyone from Bobs or *** *** regarding this matterEven thought I have tried calling numerous times. As a professional myself, if you claim you have nothing to do with the financing, then shame on Bobs to let a such business take place in their establishments and to have said company representing Bobs nameThat is bad for business, in fact it's just bad business. Please resolve this matter between (you)Bobs and *** *** as soon as possible so I can pay you the $immediately. I am disappointed it had to come to this, when it could have been handled much differently by Bobs and *** *** I was left no choice when I haven't had person return or respond to my calls, like I was promised by your customer service reps. Please, respond as quickly as possibleI hope this can be resolved as soon as possible. Thank you
Sincerely,
*** ***

Good Afternoon Revdex.com-
We are very sorry for the miscommunications and failures
represented in this complaint. It
appears that on the attempted exchange for the team took pieces back
that were not on the paperwork to be removed from the home. This created a delay in
refunding the
customer. We have since refunded for the
*** bed, the bedside lamp, *** TV chest and the Anticipation full
mattress. We have also refunded the
delivery fee.
As there was no paperwork written for additional pieces
removed and this complaint does not list what pieces the customer is requesting
a refund for I believe that at this time, we have refunded for all the pieces
we have removed from home. If the customer
believes that there are more pieces, we can certainly research this further
with the delivery team.
We are very sorry that this has been such a long process for
the customer. *** *** does normally
take billing cycles for credits to post to a customer’s account. The above pieces were all written in October,
November and December. When the agent
handling the *** *** dispute reaches out to customer we can provide all the
exact dates and amounts we have credited.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture