Blue Ridge Travel

Good Morning
Revdex.com,
I am so
sorry to learn of our customer’s poor experience with this purchaseI can only
imagine how frustrating this has been for our customer and completely
understand their position at this point
As a
retail chain, and not a manufacturer, we have little control
over the
availability of some productAs this is a shipment our inventory system
clearly expected in sooner there is always the chance that the overseas
shipping container will make it to our Distribution Center sooner than the
anticipated date we have right nowPlease pass on our sincerest apologies that
we haven’t been able to deliver this purchase as advised to our customer and as
we have disclosed the merchandise will not be made available to us to deliver
to the customer prior to the end of the first week of November
We have
the current options available for recourse in relation to this customer’s
concern:
Either:
To wait for the item the customer initially
purchased with the understanding that the tentative stock date would be on or
about and we will return the delivery fee after we have successfully
completed to the customerOr a cancelation and full refund of the
customer’s order
Again I
do hope the customer can accept our most sincere apologies for what has
occurred; it was never our intention to communicate any delay in shipment or
disappoint our customer The delay was
not due to the miscommunication with the Goof Proof plan. The customer would have received a call from
the store regarding the delay and not being able to fulfill our delivery.
Kindest
Regards,
Tracy
S***
Corporate
Liaison
Bob’s
Discount Furniture

Complaint: ***
I am rejecting this response because: This is not true. Complaint will stay open.
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?

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- We are very sorry if there is any misunderstanding. When the delivery was made, the customer insisted on a discount on the pieces. That was granted the customer received 30% back as a store credit and the pieces no longer carried any manufacturing
warranty. The pieces were kept “as is, no warranty”. We would not be able to offer any resolution on this complaint. Sincerely Tracy**
*** ***Corporate LiaisonBob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com- We are very sorry for any miscommunication. We do not offer free delivery. If a customer choses to pick up their merchandise to save on the cost of delivery, that is something we are happy to support. If however it is then necessary to return the product, the
customer must either pay the new delivery fee or return the merchandise to the pickup location to receive the new merchandise. We are very sorry if that was not clearly communicated. As our prices are already discounted, we do not hide the cost of delivery in the cost of the merchandise. The delivery fee for the exchange of the single piece would have only cost the customer $49.99. We are very sorry that the customer was inconvenienced having to make the two trips. We hope that the new piece will bring the customer many years of happiness. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Dear Revdex.com,I called and spoke with Mrs***, briefly explaining some of the goof proof coverage's and claim procedure. The claim for the scratches on her dining chairs was denied because they do not penetrate the surface of the itemsThe damage would
be considered wear and tear, which is not covered under the goof proof plan nor the manufacturer warranty.I have offered a store credit in exchange of the bonded leather recliner; although Mrs*** reported to Guardian that one of her grandchildren may have cut it with scissors I explained that some of her concerns with the recliner may be the result of cracking and peeling, which can be common amongst many bonded leather items but not considered to be a defectMrs*** understands that the total value of the store credit is $which includes the recliner (less a 15% usage fee), goof proof and taxShe will be responsible for paying delivery and repurchasing goof proshe wants the coverage on the newly selected item; delivery and pick up will occur on the same day.Mrs*** agreed to accept the offer and said that it was satisfactory to herThe confirmation number for the store credit is *** *** and it must be redeemed by August 10, 2015.Thank you,*** **

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

Although the delivery was finally made on time, it took multiple phone call and social media messages and posts to finally get this company to deliver on the day promisedI was constantly getting conflicting information, including being told the delivery was going to be as scheduled, then being told in the same day that is was being delayedI can only imagine what the average customer has to go through if they don't have the time and patience to deal with this company's disorganization and misinformation. *** ***

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,
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

Complaint: ***
I am rejecting this response because:This $sectional is a piece of junkIt has not held upThere is another seam separation on a different cushion (exactly the same as our initial issue) that is not at all addressed and this should definitely be covered under the manufacturer's warrantyAll of the edges have pilling and look years (not months) oldI feel that I have been sold an inferior product and should at least be entitled to replacement cushions and not have to "purchase" themHow ridiculous!! The urine stains were from (1) incident when we had company and their dog thought it would be a good idea to "mark" it's territoryBut because, there is more than one urine stain, it is assumed that it could not possibly be from a single incidentIn essence, the company is calling me a liar and I take serious offense to thisHow do they know when this incident occurred and the circumstances surrounding it? All their response tells me is that they do not want to take any responsibility for this inferior product
Sincerely,
*** ***

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

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-
The customer has not been able to provide the requested
information on the call the customer has stated they were offered the extra
compensation. The notes from supervisor
Monique state she told the customer they were responsible for the cost of the
mattress. The customer used the credit
for the two pieces and only returned one.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

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
*** *** 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. Fading and discoloration are not
manufacturing defects.
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.
This customer called in to report discolorations on
3.10.17. There are several environmental
causes for discoloration. The most
common are direct sunlight, sitting close to a source of heat like a radiator
or fireplace and products that are used on hair or body that contain alcohol or
other drying agents. There are a lot of
environmental influences that can cause leather and wood to discolor, none of
these would be a manufacturing defect.
We are not able to “fix” discoloration so sending a tech would be a
waste of the customer’s time.
If there was a single accident that occurred within the last
thirty days that the customer has all the details, which would explain the
discoloration, the customer can submit a claim to ***. *** will request photos and the damage
in the photos must match the details of the complaint.
If the customer would like to submit photos through the Revdex.com
mediation site for review, we would be happy to review these photos with our
Service Managers for clarification.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

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
After I also posted a complaint on Bob's Facebook page I was finally contacted by Bob's customer care personal and they apologize for all the problems I was having and they are sending a replacement on the sofa bed.
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:I did not receive a phone call or speak to any one from Bob’s Furniture Store (BFS) since 10/17/2015.I find it distasteful that BFS would continue to assert that they did. The Customer Care Corporate Liaison pasted a line of text that on 10/19/at 12:there was a follow up call with the customer More valuable proof of their assertion would be a written transcript of the alleged conversation This of course could not be provided, as the conversation never took place.On a positive note I did receive my refund on 10/21/2015. I would like to thank the staff of The Revdex.com for acting on my behalf I strongly believe that if I did not contact you my issue would not have been resolved and I may have had to contact an attorney. Thank you Revdex.com!Sincerely,*** ***

Good Afternoon Revdex.com- We are very sorry for the two failed deliveries and the frustration we have caused the customer. We do offer compensation based on our failures. We are not able to offer to compensate for lost wages. We have offered this customer a Bob’s store credit in
the amount of $100. That has been accepted and posted to the customer’s account. It is available for future purchases. If the customer is not anxious to have another delivery immediately we can completely understand their hesitation. We do have many carry out items in our stores that could be purchased with the credit. Lamps, rugs, statues and wall hangings are available. We hope that the customer will find something they will love as a token of our apologySincerely,Tracy S*Corporate LiaisonBob’s Discount Furniture Tell us why here

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** I fought for an hour on the phone with the Tracy in the response she repeatedly told me there was nothing they could do for me as she is correct I am getting new merchandise but not because of anything she did I had to go to the store where I bought it and they were the ones that helped me outTracy the liaison did nothing to help my causeI will clear this compliant after I get the right furniture that is scheduled for delivery on 3/22/