Blue Ridge Travel

Good Afternoon Revdex.com,
I am truly sorry that our
customer experienced any failure with our delivery service and the product
initially delivered to themI further apologize that we were unable to repair
this concern with our service team and convey to our customer that we sincerely
want to
provide them with the merchandise they purchased from us in the
excellent condition they expected it in
We provide our entire customer
base with a sales invoice that clearly indicates our ‘Service Policy’At this
time we have offered the appropriate resolution to our customer to solve their
concern, within the communicated policyThis invoice is commonly signed as
agreed to by our customer prior to the close of the sale and also clearly
represents that we do not offer a refund on an item that we have the ability to
replace (with a non-defective model) for our customer
We also communicate the same
details in similar verbiage via our website:
***
If we are unable to repair a
defective item we will replace that item for our customer and this is the
current resolution we have in placeIt is imperative that we uphold the
integrity of our communicated procedures so that all customers alike may be
treated fairly during any quest for resolution
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,
*** ***

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,
*** ***

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 would like to add that it is nice to see that someone at Bob's made an actual effort to correct what has happenedPlease have them e-mail me to finish resolving this matter
Sincerely,
*** ***

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with usThe new mattress is
scheduled for 2.18.17. We sincerely hope
that the delivery is completed without issue
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 will be offering the customer compensation
based on the delivery and communication failures.
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

Complaint: ***
I am rejecting this response because: To whom it may concern: The first person I spoke to and emailed estimate to was "Darren" He identified himself as an employee of Bob'sI emailed him on 8/3. One week later on 8/10, a woman named "Mireya"(also stating to be an employee of Bob's) called and asked us once again to send the estimate to her at ***. We even requested that she verify receipt which she did We once again emailed the pics and estimate. Both times we were told they worked for Bob's. At this point we don't know who to believe. Now Bobs seems to be just pushing the blame off on some trucking company. Why don't they just settle the claim themselves and take responsibility for the drivers(or independents) that they trusted to make the delivery?
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
I received my furniture and that I was not happy with the customer service, that was provided to meAlso the manager Jose said on Friday he would see how he could compensate me for misdelivery /communication and nothing was done I got a new date which I called back and got after I talk to the another Manager Frank Never heard from Jose again
Sincerely,
*** ***

Good Afternoon Revdex.com-
We are very sorry for any delay of miscommunication. The part was shipped from our Connecticut warehouse
on
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Complaint: ***
I am rejecting this response because: The business Is just making up excuses not to resolve the issue with the couch. I take care of ALL of my furniture and he says "As a Business they expect the customer to take care of the furniture in a specific way
, why didn't they provide me with whatever I needed to care for my Leather furniture like they do for wood, Fabric and rug cleaner they provide when you buy other furniture? why didn't they advise or give any written information on how they think I should clean my furniture? I was asked on that recorded line he mentions if I used any leather cleaner or something like that because I don't like using chemicals in my house...but that doesn't mean I didn't give it the proper care. They are not sorry, they only care about selling and scamming people, telling them it will all be ok if they buy the goof proof protection...ANYTHING that happens to your furniture will be covered and replacedI will not be more victim of the thousands if not more that are complaining online which I will leave you the links belowThere is enough upset people to start a Class Action Law Suit which I'm not afraid to startthey don't know where my couch is broken...they never bothered to sent anyone to my home. Again, I am trying to resolve this issue peacefully, but if they deny this again, like I said I will not be another victim. I might take longer but, someone has to put a stop to this liars, heartless business that doesn't care about their customersAnd then they will loose more than a couch and a customer.some links***
***
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: According my phone records of all outgoing and incoming calls, there was nothing received until 5/18/ I had a company provide the estimate and I have been trying to reach the delivery company to be advised as to the next steps Allow adequate time?? I put this claim in on April and here we are now in June?? I believe enough adequate time has gone by You are the ones that offered up the free delivery, which is why I am in this spot to begin with! Had I been provided with what I paid for the first time or even allowed me to check my merchandise at the store, prior to pick up, like Bob's told me I was allowed to do; none of this would be happening Get me my money for the damage to my home, so I can get it fixed For over a month I have lived this way and that is inexcusable
Sincerely,
*** ***

Good Morning Revdex.com-
We thank this customer for providing the account
information, it is listed under her name, but we do have several customers with
that name, so this information enabled us to narrow the search.
We have researched the account and the information
does not match the complaint details. We
do see that the customer called us to report issues with the pieces on January
7th. The customer scheduled the service
for January 20th. When the
technician was on the way to the home they called the customer and the customer
reported that they were not home, there had been an emergency. The customer rescheduled the service for
February 24th. When the
technician was on the way, the customer was called and again the customer had
to cancel due to an emergency. We were
able to complete the service on March 16th. We absolutely understand that emergencies do
arise, but we service the customer’s area once a week. Bob’s did not cancel these appointments; we
did not fail this customer
When the service was completed on March 16th,
the customer advised of the new address, the agent that spoke with the customer
was clear in her conversation with the customer that we do not service this
area. We could absolutely send the new
mechanisms to the new address, but as we do not have service technicians in the
area, we could not install. The customer
asked that we send the mechanisms and she would find a way to have installed.
We can see that this customer had quite a lot going
on and we are sorry that the issues with the pieces added to the stress of the
move. We have fulfilled our service
contract with the customer. We wish that
we had service in the new area to offer, but we would not be able to help with
the installation
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
Bob’s offers the
absolute best value available at our price point. We also offer the customer our service
guarantee. If a customer reports any
issues that may be manufacturing in nature during the warranty period, we will
send one of our factory trained
technicians free of charge. The technician will report to us the nature
of the issue. If it is an issue that the
tech can correct on the spot, they will.
If the issue is manufacturing in nature and requires parts, we will
order the parts and have a tech install those parts. If the issue is manufacturing in nature and
parts and service will not correct the issue, we will then offer
replacement. This statement is reviewed
at time of purchase; it is on every customer’s sales order, signed by the
customer at time of purchase. It is one
of the best warranties in the furniture business and Bob’s stands behind this
100%.
We are sincerely sorry
that this customer is not completely satisfied with the *** *** purchased
in 2014. We sent our technician to the
home on July 13th 2016. The
technician did determine that there are no defects in the merchandise. The tech reported he lubricated the mechanism
and it was working properly when he left.
In an effort to try to
make this right we will allow for another technician to come to the home. The service has been created; the customer
can call any time to schedule itIf this technician also deems the chair to be
up to manufacturing standards we will have no further recourse to offer. If the technician does report that there is a
manufacturing defect we will be reaching out to the customer to discuss
options.
SERVICE
POLICY
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickupOur mattresses and motion furniture may carry
additional factory guaranteesYou must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians to inspect the item
and service it to factory standards at no cost to youIf the Service
Technician determines that the factory defect is not serviceable, we will
replace the affected item, one timeIf the item is no longer available, you
may reselect to other merchandise or we will refund the purchase priceIn the
event of a reselection we will charge or credit you for any price difference between
the original and the re-selected itemMerchandise purchased from our “Outlet”
or Clearance Centers that is not brand new/factory fresh is excluded from these
factory defect guaranteeswear and tear or customer-caused problems are
also excludedService can only be provided within our serviceable area to the
original purchaser as stated on your sales receipt
Call
Bob's at ###-###-#### to report factory defects to your Merchandise
Our Customer Care Department is available 6:AM to 8:PM Monday through
Saturday and 10:AM to 7:PM Sunday
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

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

Dear Revdex.com,
We are very sorry if the customer is unhappy with this claim outcome. We would expect as a business that a customer
purchasing a protection plan would familiarize themselves with the plan.
In this customers case I do see that they placed
another claim with *** in January of 2013.
That claim was approved and *** sent out a tech to clean a stain
I can not possible offer any comment on a conversation
this customer remembers from five years ago.
I do know that the details are on the flyer that would have come with
the sales order. Also, if the customer was
unsure of the policy calling Bob’s or even asking *** would have given
them the details.
*** is an insurance company. I do not believe any insurance company would
cover a claim that was called in months after the damage occurred. I do not believe any insurance company would
be willing to cover a claim that does not fall within their plan guidelines
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are sincerely sorry that the customer is dissatisfied with their purchase. The bed was delivered in September 2014. We had a service tech to the home once in February 2016. The tech was able to correct the concern and the customer advised us after the
service they were satisfied. We would not be able to offer any resolution without a current service report. The customer can call at their convenience to set up a service tech. If the tech is not able to correct the current concern the tech will report back to us on the cause and condition of the bed. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com-
I received *** *** information through another
outlet, we have already been in contact, she has had her delivery and we have
offered compensation, which she has accepted.
Kind 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 ** ***, and find that this resolution is satisfactory to me
I called them to schedule a delivery to replace headboardI did see their response about me canceling an appointment which I do not recall ever happening, but I am glad they are willing to replace the headboard even though initially telling me they would notThank you for your help
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,
I sincerely apologize for the inconvenience
the availability of your part order has caused youI can understand your
frustration. I truly wish we could get this merchandise to
you sooner than the current expected date of February
Parts are ordered directly
from the vendor,
they are not something we keep in stockAs we do not manufacture merchandise
ourselves, we are forced to rely on our vendors to ship parts when necessary
Again I truly apologize for the
inconvenience this experience is causing you and that you are forced to wait on
the furniture you purchased to again be perfectIf there was anyway to get the
parts to you sooner, I assure you that we would take that route immediately
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry for the issues represented here. The customer had delivery on 12.19.16. The customer did not report the damage until
two weeks later. The delivery manifest
was signed with no noted damage on the day of delivery.
The depot
has been notified that the customer has not been
able to send the requested information to the number given. We have asked them to reach out to the customer
to provide alternate contact information.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture