Blue Ridge Travel

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 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

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

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

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

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 sorry that this experience has been a
negative one. If you are not willing to
submit photos of the damaged chair there is nothing that I can offer
Kindest Regards,
Tracy S***
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 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 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 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:
Their sales person lied and now they want to hide their paperworkTypically corporationI will and tell everyone how they lie and cheat innocent people of their hard earned moneyFTC should investigate themI am not accepting their response since they are liars and cheats and people you talk to in management don't even know what they are talking about and just apologize when you correct their mistakeNo real solution
Sincerely,
*** ***

Revdex.com
Yes after several attempts to make things workI still am not satisfied that just the delivery charge is going to be creditedAnd after my delivery yesterday and the mess the leftNot even in my home but in the hallway of my building and leaving a box in front of my neighbors door across the hall from me is unacceptableUnfortunately I will never purchase from Bob's againI should have never had to be so stressed over something I am paying for
Sincerely,
*** ***

Complaint: ***
Hi- While I appreciate the offer to reimburse me for the delivery fee- I'm still upset about the additional costs I incurred due to Bob's negligence
I spent days away from my desk job-(had to use three of my vacation days- which made it EXTREMELY frustrating when no one showed up for delivery)I also neglected my own work that needed to be done with the numberous phone calls and time spent away from my desk dealing with the issues/no-shows etc I also paid two individuals to wait in my apartment ($an hour for hours each)Not to mention the mental stresses of having to deal with very incompetent customer care individualsEverytime I spoke to someone it was a different story and it was clear that there is little to no communication withint the teams/those I already spoke toEach time I called- it took about minutes each phone call for me to describe the situation and then explain why their initial solution to the issue would not work
Again, I appreciate the reimbursement for the delivery fee as I would expect to not have to pay that at the very least after everything that happenedI would like to be compensation for those vacation days I had to waste in addition to the two individuals I had to pay to wait for my furniture because I couldn't take any more time from workI would like the credit to be applied to the outstanding balance
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 made on September 3, and at that time the customer purchased the option of Goof Proof.
This customer has two distinct plans. Through Bob’s this customer is covered for a period of one year 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. The customer called in the following information on the claim- CCI stating that the table is losing its color leaving marks on the table customer unsure of the damage offered hrs customer declined customer stated when you wipe the table it loses its color and leaves lines in the table The customer was offered hours to call back with a specific accident that caused the damage. The customer declined, as there was no accident. The coverage through *** is for damage that is the result of a single accident only. Damage caused through the use of the table would not be covered. Kindest Regards, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com,
Please pass on our apologies to *** *** for the
inconvenience the delivery team’s negligence has caused and may continue to
cause to she and her familyWe assure Mrs*** that her property claim has
been correctly filed with the third party trucking
company involved and we will
ensure the obvious coaching concerns presented are addressed accordingly
As Mrs***’ property claim is being handled by the trucking
company that caused the damages, she can expect follow up from that third party
and not Bobs Discount Furniture directlyPer our contractual agreements with
this trucking company they are owed a fair chance to process resolution on
their claim prior to Bobs Discount Furniture asserting ourselves into a
situation where it is most likely unnecessary
I have sent a message on Mrs***’ behalf to our Delivery
Managers and the trucking company involved in this claim to please contact her
as soon as possible Michael from the
depot has assured me he will reach out to the customer and discuss the check
that they are processing on her behalf.
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com-
We are very sorry for the concern
represented here. The original purchase
was in 2014. The customer was given a
courtesy store credit due to a concern they had with the store. In April the tech determined that the
set in the home was up to
standards with no defect. The customer escalated their complaint and
was granted a one time courtesy reselection.
They were also given a store credit due to a concern they had. That set was then reported damaged, the tech
agreed that there was a manufacturing defect and we set up for a
reselection. The customer reported that
this set currently in the home was no longer comfortable. Our tech went to the home in February
and determined the set was up to manufacturing standards. The customer escalated the concern and was
given a one time courtesy reselection.
The set in the home is not deemed to be defective. The rug the customer referred to had no
manufacturing defects. The customer
choose a set that did not match the rug already in the home, she asked that it be
included in the return. As the rug was
not part of the set and was not defective in any way, we were not able to accommodate
that request.
The customer did go to the store and chose
a new set. There is a balance due which
must be paid before we can schedule the exchange. We have followed our policy for
service. We have already offered this customer
two courtesy reselections. We would not
be able to refund for the set in the home.
We would not be able to cover the difference for the set the customer has
chosen in their reselection.
Kindest
Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: ***
I am rejecting this responseHow could it be functioning properly if there is an audible noise coming from one side but not the other? Bob’s “manufacturing standards” must be sub-parI cannot for the life of me figure out why Bob’s just doesn’t want to correct the issueWhy not send another so called “technician” or manager of said technicians, to investigate the issue, at minimum? Why not simply do what’s right instead of causing the customer such grief and overall dissatisfaction? This is a horrible and despicable way of doing businessIt’s quite criminal to sell product and added “warranty” service, that serves the actual customer no purposeBob’s receives all of the profit and stands behind zero of the promises.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***We were told by the technician that the repairs would be made, he called from our home phone and explained the damages and ordered the parts Why did he tell my Wife that he would be back with the parts and the repairs would take about hours including tightening the table legs, and call from our phone to order parts??? I now wish my Wife taped the conversation, because Bob's will deny this but this is what occurred the day the technician came out to our home I know now Bob's will not honor what we were told They can show all the pictures they want, we called *** *** at least times in the last years and were told Technicians were coming then no one showed up, called again and again and the same thing, they say they have no records of appointments and now they are saying it is wear and tear because the warranty is almost up...very convenient Can the Revdex.com do anything on our behalf or even give Bobs a negative rating which they surely deserve?

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***