Blue Ridge Travel

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

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

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!

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 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: 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,
*** ***

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

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 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

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***

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

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,
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

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,
*** ***

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

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,
*** ***

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with usI see that this customer has already spoken with my colleague and it appears the customer will be working closely with Diana to rectify the situation and reach
a satisfactory outcome 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,
I spoke with our Accounting Department regarding this
concern and have verified that as of the returning funds have been
releasedIt appears that we were experiencing an issue in between our system
and the specific credit card type of this customerIf the
customer hasn’t already
seen this refund or if doesn’t fully populate within a few business days we
suggest the customer contact their credit card company for more information
We are very sorry for the early and unexpected arrival of
delivery team as well as the poor handling that caused this customer to loose
faith in our businessWe have addressed the coaching concerns this customer
has presented to us and thank this customer for posting this concern so that we
may grow and improve all our processes
Thank You,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Afternoon Revdex.com- We are very sorry that this was a frustrating experience. The customer was previously granted a refund on the delivery fee and an additional store credit, which is far more than what we normally offer. These were processed after this complaint was submitted.
We hope that the customer is satisfied with the merchandise and compensation they receivedSincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

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 protection plan 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 plan 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.
The customer has not filed any claims with ***, only with
Bob’s. The customer was given the phone
number for Bob’s, the hours for Bob’s and has only spoken with Bob’s
agents.
The damage on one chair was, from the photos sent in,
determined to be manufacturing in nature.
For the damage to the back of one chair which is consistent with a manufacturing
defect, we can offer a part to correct the issue. The damage to the leg is not consistent with
a manufacturing defect; we would not be able to offer any resolutions through
Bob’s.
We will have the call pulled from at about 6pm. The customer did not speak with Tiesheedah at
any time, Tiesheedah did respond via email to the customer. There was a call at that time, with a different
agent, the call will be pulled and reviewed.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture