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

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,
*** ***

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-
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

Complaint: ***
I am rejecting this response because:I would normally accept this, but my wife and I don't feel safe sleeping on any Bob's bed frame--not to mention the bed's pieces came at different times (uncoordinated - and not mentioned to us by the original salesperson)Either this frame and other Bob's bed frames are shoddy products, or the technicians are not skilled to repair them properlyAlso, I rechecked, and not only is the piece in question broken, there are several screws/bolts missingThis wasn't an aberrationI suspect, if we get another bed frame that needs to be assembled, we may face the same problem with very little recourseMy wife and I don't want to deal with technician after technician coming to "fix" the bed frameWe spent a lot of money at Bob's in August 2015, and I'm sure an exception can be made to refund us for the cost of the bed frame, and some one can pick up the broken one (at no coast to us)
Sincerely,
*** ***

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

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 would like to add that I am still a little disappointed with the delivery process as wellThe time that was given to me was 3pm to 7pm. The delivery people showed up at 1pm, luckily I was able to have my mother there for this. They also smelled very badly of cigarettes which was smelled all over my home. I found this unprofessional and I highly recommend an attempt to change this practice of time frames/windows that you give. It is unacceptable to still be giving people time frames that you do not follow, but you would like your customers to follow
Sincerely,
*** ***

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 Goof Proof
Plus. 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 damage resulting from a single accident. 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 had the technician to the home on 12.30.17. The tech reported he was able to rectify the concern the customer was having with the piece. We have not received any notification from the customer since that service that there are any other concerns. If there are new concerns we would need a technician to go out to the home to inspect the pieces. Kindest Regards, 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 me
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,
*** ***

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 would like to stress my complete dissatisfaction with Bob'sIt is not about the compensation but the lack of the ability to ever talk with anyone regarding my numerous issuesI accept and am thankful for the effortI wish this issue to be resolved and hopefully this is now accomplishedI would like to stress that in no way shape or form has the situation reguading my front doors been resolvedIf we are going forward not addressing this problem at this time then I am satisfied with the solution. Thank you,
*** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** hE WAS THERE ONLY TO TAKE PICTURES HE TOLD ME AND SO DID *** NOT TO REPAIR OR FIX OR TOUCH ANYTHING WHEN THE REPORT CAME IN THEY WERE GOING TO SEND OUT A TECHNICIAN TO FIX THE PROBLEM I DONT CARE WHAT HE WROTE DOWNI TOOK PICTURES THAT DAY OF WHAT HE DID AND THE TRACK AND PANEL ATTACHED HE RIPPED OUTHE PULLED MY DRAWER OUT JUST TO GET TO THE PIECE HE RIPPED OUT. NO ONE IS SUPPOSE TO COME AND BREAK MY FURNITURE. YOUR COMPANY WILL BE PAYING FOR THISAND SO WILL THE INSPECTOR THAT DAY I will be getting even with your company and the inspector even if that means the inspector looses his job and I hope he does get fired for putting information on my report and not showing me the report or explaining anything to mehe was not professional in any wayWhen a customer asks you questions your suppose to try to answer them your company don't know how to deal with customers or give customers replacements when I paid top dollar for every piece of furniture I bought from your company along with an expensive *** *** *** plan for every pieceI am not going to penalized for your company and ***s doingsIf I knew this was going to happen I would have never reported my drawer to be looked at at allyour company is a disgrace and that's how you try to make money by ripping people off and hiring people who lie and break peoples furniture

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

Good Morning Revdex.com,
We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. I see the purchase was made in November
2011. At the time the sale was created
the customer purchased *** ***. This
*** ***
plan offered the customer five years on accidental damages. Damage that occurred from an accident or
single incident would need be reported to ***. They would then access the damage and offer
recourse
This merchandise came with a one year
warranty against manufacturing defects. We
sent our tech out to perform a “Best Effort Service”When the service was
created we explained to the customer that we were outside of the warranty, but
we could have our technician come to the home to repair anything that could be
repaired with the stock supplies in the technician van. He would also access if the damage could be
corrected through a customer purchase part order
The technician reported that he was not
able to make any repairsHe did advise that he saw mostly wear for a
set that has been in the home for over four years. wear is not a defect and is not
covered under the warranty for accidents.
As this merchandise is far
outside of the one year warranty we have no recourse to offer
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care 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-
We have offered final compensation, which has been
accepted. We will not be changing or
increasing that offer. We are sorry that
this customer feels dissatisfied
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

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 that the customer remains dissatisfied with the service they have received. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: 1***
I am rejecting this response because: The *** Chest was not removed for $249.99, the *** *** full standard bed protector FOR $ was not removed The *** *** Plus Kit was not removed for $ Also it was billing cycles for *** *** and I spoke to a representative from that company who said there was nothing else credited to my account I also will not not the full amount that was credited until I received my bill from *** *** That payment isn't due until February because I filled a dispute with *** *** *** *** and I didn't have to pay a payment in January By my calculation my bill should have been $plus $tax for total of $ I paid $on 10/and $on 11/for total of $ I will not know if that is correct until I receive my next bill If that did not credit me for the above items then it won't be correct once again Also I was to receive a call from Bob's concerning this issue I spoke to them on 12/21/and have received nothing I would like to speak to them, to go over the bill, making sure there is nothing else they forgot to credit my account.My bills from *** *** say that $715, $and $were credited but it will not say for what furniture
Sincerely,
*** ** ***

Dear Revdex.com,
We are sincerely sorry that this customer is unhappy with the merchandise. I do see in June this customer had been
called by one of my colleagues and offered a courtesy reselection. We do want this customer to be happy with the
purchase, we will honor that offer for
reselection.
If the customer accepts the offer of store credit on
the sofa and chair, please reply to the Revdex.com and the credit will be created and
emailed directly to the email address on this complaint. The credit will then be active for sixty
days. We will waive a new delivery fee
and we will credit the *** *** *** as well.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison