Blue Ridge Travel

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-
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

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,
*** ***

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

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 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

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,
*** ***

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

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,
*** ***

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,
*** ***

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 ID *** and find that this resolution is satisfactory to me
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: ***
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,
*** ***

Good Afternoon Revdex.com,
We apologize for the miscommunications that
lead to the customer not receiving the BWB timeframe they were looking
for. We do see that routing was able to
get the customer into an earlier timeframe once the error was brought to the stores
attention. The
delivery team arrived at
the home at 10:and completed the delivery.
As this customer has a contract with a third party ACCEPTANCE NOW that encompasses
the delivery fee we are not able to honor the request for a refund. We will offer this customer a $gift card
as compensation for the miscommunication and the delivery team arriving
minutes outside of promised timeframe
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison

Good Morning Revdex.com,
Please pass on our apologies to the
customer though a damage that has emerged from an accident occurring cannot be
considered a manufacturing defect or the responsibility of the retailer who
supplied the product
In reference to the customer information
this
claimant has supplied the Revdex.com with I was unable to locate the delivery of
the rug the customer is associating with this concern
No records came up when I searched phone
number
No records came up when I searched name
Under the address listed here I was able to
locate an account under *** *** and this is actually an account I was
personally involved in ( and have notes stating I personally spoke with
Kimberly) to provide her with a courtesy exchange (where no defect was present)
on an ottoman in March of
In reference to the only rug I can locate
within ***’s account:
We delivered a 5’3” x 7’6” rug (article# 940318)
on
There was no extended protection purchased on this rug and outside
of the warranty and our written term of accountability to this product (on
2.27.2015) we agreed (as another courtesy) to replace the rug with an even
exchange for a concern of fraying ends
On the date of this courtesy exchange (2.27.2015) our records
reflect that the new rug was smaller than the old rug so we gave the customer a
store credit to reselect (another courtesy)This deeply perplexes me as our
records show that we brought the same article number to the customer as what
they previously had in the homeSame size, same article number so it perplexes
me as to how that new rug could be different than the last in terms of size? My
best professional guess leads me to believe that the credit was given as yet
another courtesy in a continued extreme
effort to convey to the customer how much we truly care about her concerns
This credit transaction shows that we removed that specific rug (5’3” x 7’6” rug article# 940318) from the home on and there
is no other sale for a different rug attached or associated to this return
credit
At this time I cannot even confirm the
purchase of the rug listed in this claim is from our business and the history
of this account overtly shows that we have clearly made several exceptions for
this individual already
Bob's Discount
Furniture prides itself on standing behind the merchandise we sell in the event
of a defect however, to remain fair to all of our customers there are some
scenarios where recourse is not an option
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: ***
I am rejecting this response because:Since there are no actual photos, its hard for them to say one spot won't bring it up to showroom materialI paid for insurance, and want the spot removedThe first spot, that was reported within weeksOr, I would like a refundSince I paid for services that I am not receiving! I want the services I paid forPeriodI am not asking for a cleaning, nor did I EVER ask for a cleaningI simply called to report a stain on my couch, and was asked if I had more than oneI said yesThere areBut I called to report one specific spotWhy does this not fit???
Sincerely,
*** ***

I contacted acceptancenow and they informed me that my issues would be with Bob's FurnitureWhen I personally went to the store, I was sent on a wild goose chase as I need to talk to that person and this person in regards to the matterBob's furniture representative is the person that introduced and walked me over to the department.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Good Afternoon Revdex.com-
We are very sorry that we were not able to complete the
delivery on the requested day.
The delivery fee is on a sliding scale of approximately 10%
of the merchandise total. This customer
merchandise total was $and the delivery fee charged was
While that is certainly not exactly 10% it
does fall very close. I would hope that
whoever gave you the 10% information made it clear that it is “about 10%”
The delivery team was at the customer’s home during the
timeframe provided. The customer should have
received a voicemail with the timeframe, if no voicemail was available when the
automated system called, we would not have been able to leave the message,
however to ascertain the timeframe, the customer could have gone on line to
MyBobs.com delivery tracker, called into customer care or the store
We did submit a request for go back. The team was not able to be sent back
As the team was at the delivery location during the assigned
timeframe, we would not be able to offer to refund the delivery fee. There was no delivery failure on our partWe would be willing to offer a gift card as a
goodwill gesture to this customer to try to make this right. We are willing to offer the customer an ***
in the amount of $50. If the customer would
like to accept the offer they can reply to this email and we will have the
*** sent to the email address associated with this complaint
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture