Blue Ridge Travel

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 Morning Revdex.com- We are very sorry that this sofa did not live up to the customer’s expectations In an effort to meet this consumer’s demands for resolution due to the part delay we will make a one time only courtesy offer for resolution (listed below)Should the customer wish to accept this offer they are able to contact any of our stores for reselection. Advice the store there is a credit in the system, the store will schedule the new delivery at the same time as the pickup, ensuring the customer will have a piece in the home. Courtesy Offer for Resolution: If the customer would like to reselect to a different set we will provide a credit (store credit) of 100%This 100% will be based off of the original cost paid for the sofa and chaise kit We have included the *** *** *** plan in the credit. We will waive a new delivery fee for the reselection. Please see attached copy for the customer’s records. If this customer would like to accept this offer, please reply to the Revdex.com that it is accepted, so that we can release the creditKindest Regards, Tracy S*** Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Good Morning Mr***,Thank you for choosing Bob's Discount FurnitureI apologize that the dining table has arrived to you on multiple occasions in unsatisfactory conditionI have processed the necessary paperwork allowing one final delivery attempt with a special inspectionCurrently the
table is on back order until the last week of June or first week of July; we will contact you when it becomes available for delivery.The *** dining table is 100% genuine marbleDue to the natural characteristics of the stone, there may be small fissures, lighter or darker tones, color variances and pronounced variations in the stone pattern; each table will present differently. Without seeing a picture of your table it is difficult to determine if what you are witnessing is or a defect in the product. The dining set you have selected is one of our more popular sets and it is obvious that you really like it however; it is important to familiarize yourself with the characteristics of marbleIn an effort to explore all possible options for recourse and to avoid any further inconvenience you may; * Keep the table as is with a 30% refund $(voiding the manufacturer warranty but keeping the goof proof plan) * Return the complete *** dining set and reselect to a different style. * Return the set for a full refund Your business is appreciated and I apologize for the service you have received and inconvenience we have caused.Thank you,
*** **

Complaint: ***
I am rejecting this response because:Please read prior communications one will understand reasonings for rejecting BOBs offer
Sincerely,
*** ***

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

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

Hi ***,
I apologize that you remain so dissatisfied after receiving our
responseWe most certainly took responsibility for this concern by filing the
claim for youI further apologize that you allege the information I received
directly from our provider is inaccurate and caused you any offense
As your claim is being handled adequately by the trucking
company whose direct employee caused the damages, we would not insert ourselves
into a situation where it is not necessary for resolution to be accomplished
If you’d like to provide me with the contact information for
the member of Bobs Discount Furniture’s staff that you claim to have worked
with on this property claim I will be happy to perform research and provide a
follow up statement to address the information you have posted regarding our
involvement past the initial filing process
The truck that delivered to your residence was a truck that
is employed, insured via, and owed by a delivery company we subcontracted to
make your deliveryAs we operate in different states subcontracting
delivery companies offers our entire customer base the benefit of delivery in a
timely mannerIn nearly 4,deliveries that are completed each day the
damage claims we receive for property concerns are minimalThe truth remains
that allowing the trucking company the opportunity to handle any claim directly
educates them on the poor performance of their employee, provides an
opportunity for coaching/ growth and we find that the claim is almost always
handled in a timely and responsible manner directly with the claimant
As indicated in our initial response, you should be
expecting your check soon and if you feel further information is necessary we
encourage you to reach out to the contact we have provided for you
Sincerely,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison

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 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

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,
*** ***

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***

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
are very sorry that our customer does not feel that the offer of compensation
is acceptable. This is an extreme
courtesy to this customer as we are under no obligation to make any monetary
offer. We normally only compensate in
the form of a gift card. We do not
offer to refund back to a customer’s original form of payment.
The
*** *** allows for a one time replacement, that fulfills the contract.
There
was no fraud committed; we are not able to go around the law. If the customer wishes to pursue this with
the state of Massachusetts, I urge them to view state regulations. The statute # for this law is Commonwealth of
Massachusetts General Statute chapter 64H sShould you want to pursue the
matter with your state directly, the number to contact them is ***
In the interest of making this
right for our customer I will expand the offer to a refund of $200. This offer will not be subject to
increase. If the customer should choose
to accept this offer they can call the store at ###-###-#### (when you hear
Bob’s voice hit 1) with the *** *** card
number used on the new order. This order
*** will
expire on 3/22/
This is an generous
offer that I hope the customer will accept.
Kindest
Regards,
Tracy NS***
Bobs Discount Furniture
Customer Care Corporate Liaison

The Corporate Office of Bobs Discount Furniture made this possible not the *** *** *** *** they took no aciton.they state it was over yrs agao, and I have a yr protection plan.They state a Photo as well there was not photo,
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 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

Good Afternoon Revdex.com- We are sincerely sorry for the frustration the customer is rightly feeling. The piece has only been in the home about weeks and already has required several services and an exchange. This is currently scheduled for service on 10.28.17. If this tech is not
able to alleviate the customer’s concern, we have noted in the account that this pieces is approved for a pick up for refund or store credit to reselect to something else. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

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 Afternoon Revdex.com- We are sincerely sorry that the customer had to wait for the delivery only to be disappointed more. We can completely understand why this would be frustrating. Any failed delivery is undesirable, when it affects kids it makes it especially difficult. We are
very sorry that the children were left disappointed. The total amount due has been refunded. The five days that the customer was quoted is not five days per Bob’s. Bob’s releases the money when polled overnight. Credit Card companies and Banks due require time to post to the customer’s account. This normally takes 3-business days once they receive the authorization from Bob’s. Sincerely, 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 made
in March and at that time 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
misuse or abuse of the merchandise. This
damage was not called in as a single accident or incident, with the details of
how it occurred, so the claim was denied
I see that this customer had reported delivery damage to us
after delivery, a dent in the headboard.
We had scheduled a service tech to come out and review the damage, the
customer canceled this and never rescheduled.
This report entitles the customer to a replacement headboard. The warranty the customer paid for does allow
for a one time replacement of pieces that can not be repaired. This does fulfill the contract. We have created the return for the
headboard. If this customer would reach
out to the store ###-###-#### hit 1, and advise them they have a credit in
the system the store can create the paperwork for the new headboardThe
customer can then decide if they would like to pay for the GOOF PROOF
protection plan on the headboard. This
would be a cost of $39.99. I have noted
in the return that we will not charge a new delivery fee. The return number to reference is *** This credit is for reselection on the
headboard only. This credit is active
now, and will be active until 9/11/16.
The old headboard will be removed when the new one is delivered
Kindest Regards,
Tracy Sanborn
Corporate Liaison
Bob’s Discount Furniture

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