Blue Ridge Travel

Complaint: ***
I am rejecting this response because:
Your response indicates "we have a resolution in place" I was not made aware of what the resolution was Do you consider delivering my piece a furniture after three weeks a resolution? My expectation was that I would at least have received a phone all from your Customer Care Management Team It now has been working days since I received this piece and no one has had the courtesy to follow up. I continue to receive poor customer service and I do not accept this as a resolution to my complaint
Sincerely,
*** ***

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 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 Goof Proof
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. The other side of this plan is through a third party company, ***. *** covers the merchandise damage resulting from a single accident. 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. We had a technician to the home on 2.14.18. The technician found that the back support board had cracked. This was not the result of a manufacturing defect. The customer reported the damage to *** and advised them there was no accident involved. *** offered them hours to see if anyone in the home had an accident that might account for the damage, the customer refused the offer of hours. The claim was denied as it was without an accident. We are very sorry. We can understand the customer’s frustration with the damage. Unfortunately, as this damage was a result of use in the home and not a manufacturing defect we are unable to offer any resolution. We have attached the GPP flyer showing what damage is covered by whom and the pictures the tech took in the homeKindest Regards, 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 is satisfactory to me
I accept offer only because I'm tired of dealing with this companyOne word of advise to Bobs: read yelp, and take care of customers because without, you're out of business
Sincerely,
Kenneth B***

Good Morning Revdex.com-
We are very sorry that this set did not
live up to the customer’s expectationsIt
does not appear the technician opened up the piece to examine the break, there
can be no way to determine the causeIn
an extreme effort to meet this consumer’s demands for resolution we
will make a
one time only courtesy offer for resolution (listed below) As this set is no longer available as the customer
purchased it, we will offer the credit on both pieces
Should the customer wish to accept this
offer they are able to reply to the Revdex.com and we will release the credit to the
stores.
The customer can then go into the store
for the reselection. Advice the store
there is a credit in the system, the store will apply this credit as payment
for the new merchandise, 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% of the cost
paid on the Magnum set ($999.)This 100% will be based off of the original
cost paid for the set onlyThis would
fulfill the Goof Proof contract as it only allows a one time replacement. We will waive the new delivery fee.
Kindest
Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Stephanie, I do not accept a gift card in the amount of for the horrible experience I had with your company as well as numerous employees with your company It is obvious that when I placed my order back in August, your company did not have the inventory to fulfill the order so instead of taking my money the website should have indicated they did not have the amount of chairs I needed in stock This would have prevented this issue from happening at all In addition to that your company failed to follow up with contacting me as promised twice, leaving me to feel that my order and concerns did not matter at all When I did speak with someone from your company, one representative had absolutely no empathy or sense of urgency for my concerns at all, which caused me to request a supervisor the first time When your representativr cslled mr to schedule the delivery, she made no mention to me at all that only one of the two chairs I ordered was available for delivery I had to learn about this from another representative when I called to reschedule my delivery, and she informed me the other chair would not be available until 2017.!!! There is obviously a need to fix all of the process breaks that lead to this becoming a complaint with the Revdex.com It never should have gotten to this point and an I'm sorry and here's dollars isn't sufficient for having to go through this level of nonsense and feeling grossly unvalued as a customer While I do agree that my credit request of was unreasonable I was extremely pissed off at that moment and I would hope you could put yourself in my shoes and understand how frustrated I was with your company and its employees What I do expect is my complaint to be presented to a manager, disciplinary actions to be taken for failure to keep promises and contact me, process breaks resolved so this does not happen to me or any other customer in the future, and a $gift card This is more than reasonable for all of the issues and poor experiences I have dealt with.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Unfortunately, no price was given to let me know how much the seat cores will be. I am not agreeing to anything without a price. I still do not feel that this is my responsibility to pay for these items. Even to cover half of the cost. If the cost is not that high, Bob's should honor their product and warranty and cover the cost of seat cores. Again, I'm not asking for the couch to be replaced or for all of the seat cores to be replaced. Just the seat cores on the sofa. The couch is only years old and the seat cores since they've already been replaced once. It is unfair that there was the warranty was not better explained. When I purchase I was told I was covered for this. The sales rep made it seem as if this is covered for the full years. When I called to see if I was still covered I was told that I was. The technician also said that I was still covered for this. I would not make a big deal if I was on the phone when I called to make the appointment that I was not covered. I would have never had a technician come to my house to assess the couch. It was a waste of my time and the Bob's/technician's time. Also, I received a phone call with a survey and was told I would receive a phone call within 24-48 and never did. I complained on Bob's facebook page and was asked a good time to call which I replied to with the time to call. Again no phone call received.
Sincerely,
*** ***

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 Since my desired settlement has been reached by using an alternative avenue (CC charge back) my concern has been fully resolved at this time
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:No one from Bob's has confirmed receipt of the photos nor has anyone offered any kind of resolutionI an frustrated with this process and I do not want this mis-matched furniture in my homeI will be purchasing furniture elsewhere and will be requesting a full refund from Bob's
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: The Depot and I are in the process of resolving the matter via seeking quotes for the damageIn my opinion the complaint will not be resolved until the damage has been paid for
Sincerely,
*** ***

Good Morning Revdex.com,We sincerely apologize for any prior issues this customer has experienced with Bob’s or ***. We are looking to try to assist on the issues with the chair. If the customer can submit the photos we will be able to review and see if we have any recourse to offer on the chair. Bob’s part of the guarantee is only for manufacturing defects. Scratches on a table top would not be manufacturing defects. We would not be able to offer any recourse on that issue. If the customer would send the photos, we may be able to assist with the chair, if it is found to be a manufacturing defect. Please submit at least color photos, one close up, one from a distance, so me may reviewKindest Regards,Tracy S*Corporate LiaisonBob’s Discount Furniture

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** I was told that if they can not repair it they will replace it with a new chair when I brought the recliner they always said that I been a costumer of your for year and the fabric is a very thin piece like panty hose it's underneath the chair so I do t understand how I would do that especially I have not pets and my kids are in their 20s this is bad business by bobs warrenty

Good Afternoon Revdex.com,
Please pass on our sincerest apologies for the inconvenience the missed
delivery and missing product delivery (from delivery on 10.9.2015) continues to
cause our customerWe can certainly understand the customer’s frustration and
acknowledge the reasons why the
customer feels their concerns were met with
such a lack of careWe truly appreciate our customer escalating their concern
of poor service to the Revdex.com so that we may address the coaching concerns we
clearly have within our organization
Bob’s prides itself on providing quality service and the best value product for
the priceOur primary focus is on making the concern we caused right so that
our customer is satisfied with the product that they have purchased from usWe
absolutely acknowledge our failures as a business and the concerns these
failures have further caused our customers to experience; we are more than
willing to provide options for compensation to our customer after we honor our
original promise of getting them the merchandise they selected
Normally we provide our customers with any apology compensation in
the form of a Bobs Discount Furniture Gift Card however due to the level of
failures we are taking ownership for we are prepared to discuss working beyond this
policy in an effort to satisfy our customers and hopefully earn their trust
back in our business
At this time we are looking forward to completely resolving our customer’s
concerns on and they will be able to speak with our Customer Care
Office prior to the delivery team leaving their residence on to
confirm the compensation offer(s) we have available
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with usI see that this customer has already spoken with my colleague and it appears the customer will be working closely with Rowan to rectify the situation
and reach a satisfactory outcomeThe delivery has been completed and Rowan will be working with the customer for compensation We ask that the customer responds to us thru this Revdex.com channel if there are any other concerns so that your efforts in excellent mediation assistance are not wasted Kindest Regards, Tracy S***
Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Complaint: ***
I am rejecting this response because: I think this set was defected when I bought it don’t want someone to look at it...Parts were going to cost $and the set was $plus $extended warranty I want it replaced with something in store or the money back
Sincerely,
*** ***

Good Afternoon Revdex.com-
Due to the intricate 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 can
advise the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing
this to our
attention
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- We are sincerely sorry for the error in paperwork that caused more confusion and delay in this merchandise being delivered. The first delivery 11/7/one piece was damaged and not loaded onto truck. Unfortunately the team noted the wrong piece, so the piece that
was already in the home was brought again on 11/10/17. That paperwork needed to be corrected before the delivery could be completed on 11/29/17. The customer has received the refund on the delivery fee as final compensation for the delivery failuresSincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Morning Revdex.com-
We absolutely understand this customer’s frustration with this
exchange and we agree. I have changed
the exchange to reflect that we will not be charging a new delivery fee. It is not the customer’s fault that the store
is not able to take back the damaged
product.
We will absolutely make this right, we tried to reach the customer to
schedule the exchange, we were only able to leave messages at both
numbers.
We are very sorry for the delay in the replacement of the
mattress, please have the customer call either the store or customer care at their
earliest convenience to schedule the exchange
Kindest
Regards,
Tracy
S***
Corporate
Customer Care Liaison
Bob’s
Discount Furniture

Good Afternoon Revdex.com-
We are very sorry that the customer does not feel the amount
of compensation offered is adequate. The
customer was offered more then what our policy calls for due to the escalated
nature of the complaint. Normally all
compensation is offered as a Bobs store credit only. The customer was offered the compensation as
a refund. The offer for compensation
stands as it is a large amount to be offered as a refund.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com- We are very sorry that the store did not tell the customer the piece was damaged, they did tell the customer the piece was not able to be delivered, it is not necessary that the store be told the details of the damage, just that the piece will not be available. It was not damaged in the warehouse, it was found to have damage in the warehouse. There is no way to expedite the piece coming from the manufacturer. We do not own that facility. We purchase from them. We did order the replacement piece from them and when we receive it we will notify the customer that we can schedule. The customer is entitled to a small token of apology to be offered once the delivery has been completed. This is offered as a Bob’s store credit only. We are very sorry that the customer has to wait for the final piece. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here