Blue Ridge Travel

Good Morning Revdex.com,
We are so sorry that this customer has not
had this resolved. It is absolutely
unfair that the customer has had to go through so much to have a simple issue
corrected. I have reached out to our
parts department, to advise that either the manufacturer is
sending the wrong
part, or we have the incorrect article number.
The parts supervisor has cherry picked the tracks to ensure they are the
correct length. They have been sent to
the customer via *** *** *** Tracking ***827. The parts were delivered this morning at
9:25am. We certainly hope that the
service technician is able to correct this customer’s issues.
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison

Good
Afternoon Revdex.com
We've reviewed current
research and have consulted with professional, and knowledgeable, entomologists
who have cleared up a lot of misconceptions about these insects
People often correlate bed
bugs with furniture yet we are aware of no research that would even suggest
that bed bugs originate from new furniture. According to the Centers for
Disease Control ("CDC"): "Bed bugs are usually transported from
place to place as people travel." As a result, bed bugs are
commonly found in areas such as college dormitories, nursing homes, movie
theatres, hotels, multi-dwelling housing and they can even go undetected in a
home for months hiding in/under carpets, curtains and wallpaperThe CDC’s
government website will provide you with additional information regarding bed
bugs
http://www.cdc.gov/nceh/ehs/topics/bedbugs.htm
While we can appreciate this customer’s concerns,
please rest assured that Bob’s Discount Furniture takes great pride in our
reputation and record for delivering quality products to our satisfied and
loyal customers Any claim that the source of bed bugs was a wrapped new
furniture product, delivered more than a year ago, is plainly without merit.”
I apologize again that you are experiencing this concern and
understand your frustration and need to have this concern resolvedAs stated
previously we have multiple protocols and procedures in place that we adhere to
daily to avoid any type of pest contaminationWe do not deny that other
complaints have been made however, after we properly educate the consumer and
assure them of the precautionary measures we take; the complaint is dropped
Please know that I have no intention of placing blame for this concern within
my communications to you and I truly wish that there was something we could
offer to assist you in this circumstance but Bobs Discount Furniture does not
sell or deliver products infested with pests and the massive amount of public
education that is available teaches us all that bed bugs are not the result of
purchasing new furniture
Please know that while bed bugs do not come from factory fresh home furnishings
they are also not the result of an uncleanly homeBed bugs are just sneaky
stow-a-ways, and are excellent at finding ways to travel right into your own
homeThey travel most often in places like hotels, motels, shelters, apartment
complexes, dorm rooms, recreational areas, and even movie theatersRecent
personal travel or any interaction with a relative or friend who has recently
traveled is another popular way bed bugs like to get around as hotels,
airports, rental cars, and most other form of traveling are extremely
susceptible to bed bug tourism since there is a continued wave of movement
between large groups of people
I am so sorry that you have to deal with this concern and I
apologize again that Bobs Discount Furniture is unable to take responsibility
for an occurrence that was not caused by the furnishings you purchased from us
Sincerely,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry that this customer did
not completely understand the discount on the chair We understand from store management that at
the time the sale was written up, this customer had asked for the discounted
price, it was explained to the customer, before
the purchase was completed,
that the chairs that this customer was ordering would be full price, as they
were brand new factory fresh merchandise, not floor models. The customer had the option of completing the
sale or canceling at that time. The customer
completed the sale with knowledge of the price point.
We have attached a copy of the tag that is
attached to every floor model. We do
believe that it is clearly labeled that the discount is for the floor model
only, it is listed across the bottom of every hang tag, “floor sample
merchandise is sold “AS IS” with no warranty, returns or delivery available”
We are sorry that this customer feels that
they were misled. We do feel that the
tags adequately reflect that the discount is for floor models only. We can not extend any offer to discount these
pieces.
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
The call I referenced in my
previous response is from and contains all the information the
customer referenced in their posting (service men in the home, creation of bed
exchange and speaking with the customer service agent while the team was in the
home)
Should the customer have another
date, time, agent’s name, or any other information they would like researched
in reference to their allegation I will be happy to look into pulling another
call once I am provided with this informationAs of now the recording from
matches all aspects of the customer’s posting besides the assertion
that we cleared the old bed being discarded
At this time the upgraded
courtesy offer is the best offer we can make provided all current facts
associated with this scenario
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaisons

Complaint: ***
I am rejecting this response because: If we need to file against there 3rd party *** then I need there information and I can't find it. The sales person who told us to purchase due to accidents is why I purchased it. They were not purposely done and I feel I paid due to the sales person saying it was the best plan. Therefore, I do feel bob's does hold some kind of accountability the insurance company during the time of purchase was not there selling there insurance it was bob's
Sincerely,
Debra G***

Good Afternoon Revdex.com-
We are very sorry the customer is not satisfied with the
merchandise. The customer had selected a
set and not all of the pieces were able to physically fit in the home. The customer did accept the tables. They could have been sent back with the
sofa
that was not able to be delivered. The customer
chose to accept the tables. We are not
able to offer a refund on merchandise based on preference
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Morning ***,Thank you for choosing Bob's Discount FurnitureI have researched your account and apologize that the furniture arrived to you with small nicks and chips in the woodWe understand how disappointed you must have beenWhile your account is noted with the specific damage, once
merchandise is accepted into the home our first option for recourse is serviceA technician was scheduled to visit your home on May 2nd however, Mr*** canceled the service and was offered a reselection.I understand your hesitation when selecting new furniture but assure you that we stand behind the quality of all the merchandise we sellOur service and refund policy is noted on your sales invoice and reads as follows;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.* Prior to delivery, you may cancel special orders within three (3) days after the order date ( 05/02/) and we will refund your Special Order deposit in fullIf you cancel your special order later than three (3) days after the order date ( 05/02/) and before delivery, we will refund your Special Order Deposit less the Special Order Fee.For any refund, except as otherwise noted, we will credit the same credit/debit card account on which you charged the original transaction, or we will mail you a refund check from our Corporate Offices within sixteen (16) days if you made your payment by cash, check, traveler’s check, or money orderFor purchases made by debit, you will need to come into the store with your debit card to receive the credit or we will mail you a refund check from our Corporate OfficesWe can only issue checks to the person(s) listed as the sold to party on the original sales order.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 "Pit" 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 receiptYou also have the option of extending our one year guarantee to FIVE years with the purchase of our Goof Proof Plus planIn addition to extending our one year guarantee to FIVE years, Goof Proof Plus also protects you from a variety of accidental damages you may cause in those FIVE long years! Call Bob's at *** *** to report factory defects to your MerchandiseOur Customer Care Department is available 6:AM to 9:PM Monday through Saturday and 10:AM to 7:PM SundaySince you are already in possession of the dining set that you like, I would recommend that you allow our technician to restore the two chairs and table to factory standards. The damage is described to less than one inch and I am totally confident that the merchandise can be restore to showroom conditionIn the event the technical is unable to restore the merchandise we will explore alternate options for recourseThe alternative to service would be to reselect to a different set

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 very sorry for any issues this customer may be having with their
account. We did find a purchase
delivered to a customer by this name, but to a different address and phone
number. This delivery was made in
December 2015. We would
need
confirmation from this customer to confirm that this is the correct account
before any action can be taken on the customer’s behalf. We would need the customer to provide the
delivery address or phone number used for the purchase
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: ***
I am rejecting this response because: When explaine to your CSR, he said it sounds more like a factory defect rather than an accidental damageWhen your technician came and took the sofa apart and checked my issue, he said these can be fixed if we have the partsHe then used my phone to call someone to report the issuesHe handed me the phone to speak to the woman and he then BOLTED out of my home while I was on the phone! He didn't even put my sofa back togetherYour claim is that tje piping that is missing and a cracked frame are considered accidental damagesI was advised on EXAXTLY what to say to the Good Proof teamA BROKEN spring on the cushion, drawers that DON'T open, and a draw that came completely OFF the hinges are manifacturing issues that I was told could be fixedNot one time did anyone mention payong doe those partsThey said the manufacturer does not make those parts anymore so I am basically out of luck with a broken couch that I am STILL paying on! Your company has a history of deflecting when it comes to standing by their furniture and what they tell you in the storeYour site has numerous complaints on *** including mine, that conveniently gets deleted by your moderators! All I want is my furniture fixed! I work hard for my money and what you all do to people is awful and nothing less than stealing! Not one time on your store does any associates state there is a ONE YEAR only guaranteeYou're told everuthing is covered and it's years if you get *** *** protectionI am very upset with the way my problems have been handled and I will be sure to spread the word about Bob's furniture!
Sincerely,
Tanisha W***

Good Day Revdex.com,
We are sorry that this customer does not
agree with our technician’s report. As a
business we do support our technician, the photo that he submitted do support
the report that was given
In an effort to try to make this right for
this customer we will make an offer for three replacement cores for the
seats. If this customer accepts I will
process the order and the cores will be sent directly to the customer. When the cores are received the customer can
call in and we will send a technician out to install them. This is the only offer we will be able to
make
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- Due to the nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution. The customer has 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: yes you provided a refund for merchandise your team failed to deliverI don't want any of the merchandise that I purchased so please don't act like this is a favor when I went thru hell with this businessYou did not accept the return of the kitchen set and you could have picked that up toI'm so disgusted with myself for doing business with you people to the point where I'm sick to my stomachI will be submitting my reviews so that the world can know my experience and troublesI have suffered mental anguish, depression, resentment, anxiety and a huge amount of stress behind this shopping experience
Sincerely,
*** ***

Revdex.com:Good Evening Although we are willing to accept the $in store credit from Bob's Furniture, we would like to go on the record as saying that neither the above mentioned business or the finance company that works out of their showroom, Acceptance Now, does not know whether we needed the trundle bed for one or more children The point is that the piece which we contracted to purchase was not what was delivered In addition it took a Full month in order for us to receive the merchandise which we contractually agreed to accept delivery of and pay for in installments
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 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution of "a cancelation and full refund of the customer’s order" is satisfactory to me. Please have my credit card refunded in the full amount of the original order including delivery fees and taxes.Thank you
Sincerely,
Anthony C***

Complaint: ***
I am rejecting this response because: NO ONE IN MY HOME PLACED ANYTHING ON THIS SERVER THAT CAUSED THAT STAIN! that means it's a manufacturer defect! When I called Bob's on 6/14/I told the young man that there was a stain in the marble that had not been noticed and while cleaning it with a wet towel (with water only) it had a rough feel to itI also told him that we had not done anything to the server (meaning we had not used it) so it had to come from the manufacturer this way and he told me that he was submitting the information and that I would get an email and to follow their instructionsI was never given an option for Bob" technician to come out to look at the stain or more importantly to touch itI asked him should this be a claim? He continued to tell me that I would be contacted by email and follow instructionsRegardless to this, I was told by my salesman that whatever happened (tears spills, rips) to any piece it would be covered because Bob stands by his wordHe never said be sure to lie and say it was an accident if you notice something so we will cover it! The warranty states that *** *** *** *** plan covers accidents and manufacturers defectsBy looking at pictures, how can anyone determine where the damages occurred? How can you look at pictures and determine that the chipped chair leg was a manufacturer defect but the server stain wasn't? Hypothetically speaking, (meaning this didn't happen), if something was set on the server and left a stain would that be considered intentional or accidental? Why would anyone intentionally damage their own furniture? I wanted a technician sent to my home to investigate the stainWhy was that option never offered? Why is this such a problem? This stain was identified in my home but DID NOT occur in my home! I feel Bob's Furniture protection plan is a scam and not worth the paper it's written onRight now I am feeling that is may be best for the entire set returned to Bob's and my money refunded
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

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 September
2012. At the time the sale was created
the customer purchased *** *** This
protection
plan covers the customer for a period of five years from accidental
damages. Accidental damages must be
called in to *** within days of occurrence. Accidents must be reported with the date of
the single occurrence that caused the damage, who was there, how the accident
occurred. This allows *** to verify
that the damage was caused through an accident not through misuse or neglect
We sent our technician to the home July of
2015. He found no manufacturing
defects. He found the pieces in the home
had several instances of damage caused in the home. When this customer called into *** he
reported to them he did not know how the damages occurred, possibly from the
children in the home jumping on it. He
also reported to them that our tech had deemed it non-repairable, *** then
reviewed the tech report and saw this was damage from July of 2015. This is not an accidental damage. This is unfortunately misuse. Sofas are not meant to be jumped on. This is not damage that *** will cover. Please see attached a copy of the Goof Proof
handout and this customer’s warranty card from ***
This merchandise was purchased with a one
year manufacturer’s warranty. That year
ended in September 2013. 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 tech came earlier than the
customer expected. The tech reported
to us that the chair bolts loosening was a concern caused in the home. The chairs were picked up in June and
the customer has advised that the
have continually tightened the bolts and
hardware. In doing this they have caused
the hardware to become stripped. We
certainly wish the customer had called for service when they first noticed the
hardware was loose, so we would have it documented. Our documentation now shows that this is
damage caused by the customer trying to repair the chairs themselves
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture