Blue Ridge Travel

Complaint: ***
I am rejecting this response because:For some reason Bob's furniture is only focused on the one part even though I have clearly expressed the couch is damaged in multiple areasLike I have said before, THE ENTIRE COUCH IS FALLING APART! Not only is it unsightly and embarrassing, it has become DANGEROUS to useWood is not supposed to be sticking out of a couchSoon I will have to close off the entire living room in concern for peoples safetyWe are having a child in July and I won't be able to use my couchThanks a lot BobsThanks for your complete and total disregard.
Sincerely,
*** ***

Good Morning Revdex.com-
Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and damaged product continues to cause
our customerWe can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed
something
additional after their concerns have been resolved
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 usAs
the retailer we have taken full responsibility for the damages that may have
occurred at the factory overseas or during the extensive transit the
merchandise endures prior to arriving to our customer
We have resolved the majority of the original product concerns and delivered
the customer the majority of their merchandise originally expected in good
conditionWe currently have an even
exchange scheduled for the desk on to resolve the remaining concern
with this merchandise
We have continued as a business to address this individual’s concern the moment
it is presented to us and work out of our guidelines because we realize
the level of dissatisfaction this consumer is emulating as a result of our
failuresOnce the desk has been exchanged any additional accommodation we feel
adequate to offer to the customer is a form of our apology and at our internal
discretionWe do not offer apology amounts based off of any individual’s time
and we are unable to offer a discount off of factory fresh product that stands
in the home in good condition
At this time we are looking forward to completely resolving this customer’s
concern on and we will be able to review the account for compensation
at that timeWe are only able to offer compensation once all merchandise is in
the home in showroom condition. If this
customer has any outstanding issues, please have them advise either by calling
into customer care, or advising through the Revdex.com mediation service
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Afternoon Revdex.com-
We are very sorry that we have failed the delivery twice on
the new set. I reached out to our
inspection team and this had already been set up to have the new set
inspected. We are very sorry that this
has been a frustrating experience.
We
sincerely hope that the customer will call in for an account review for
compensation for these failures. We do
offer compensation in the form of a Bob’s store credit
Sincerely,
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
Thank you for standing behind your products
Sincerely,
*** ***

Good Morning Revdex.com,
We are very sorry that there was
an error in scheduling this customer’s delivery, I do see the notes from the
agent that they spoke with stating they were scheduling it for Tuesday the 10th. It appears they may have clicked on the wrong
date, for that inconvenience
we are very sorry
The paperwork was submitted by
Brienne to have this delivery added to the schedule for 5/14/16. Our routing department is working on this
currently. The customer can call and check
on the status of this aThursday.
Kindest 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.I will be working with the business directly to resolve our complaint.For reference, I have also attached pictures of the damages made to our home
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: attached are the pictures requestedI would like to keep the case open until it is resolved.
Sincerely,
*** ***

Good Afternoon Revdex.com,
I don't blame our customer for being very upset with us and on behalf of Bobs
Discount Furniture I extend my sincerest apologies. I know and
acknowledge how unpleasant this entire ordeal has been for this customer and
while I know this is your Bobs experience I
assure you that we would not be
continuing to grow if all our customers were met with so much disappointment
during such an important purchase
The customer’s comments regarding the service you received by our team are very
important and concerning to usYou deserve only the best service, especially
when you visit Bobs and I apologize again that we let you down
I will absolutely authorize the return of the merchandise for
refund in this customer’s case. I do not
believe that this will erase this experience for this customer, but I feel that
it is the most appropriate response from our business to this customer I will include as a courtesy to this customer
the delivery fee and the goof proof insurance to be refunded as well
I do need clarification from the customer as I see there have been
two pieces that have been in the home from the original date of delivery that
have never been serviced or exchanged.
Are the storage ottoman and the chair that have been in the customer’s
home from delivery 6/20/staying or would the customer like these picked up
as well? As we have failed this customer
several times, I can extend this as a courtesy as wellThe customer can reach out to me directly with clarification or can answer through the Revdex.com mediation service
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with usWe do offer tracking for the delivery team online at *** delivery tracker, this tracker allows customers updates on the team’s movements. We
do not offer a call ahead. The team was at the customer’s home during the estimated four hour window the customer was provided. We did attempt a “go back” but the team was too far from the customer’s home to be accommodated. The customer was not scheduled for Saturday, the agent did request an add on for a route that had already been established, we were not able to add this stop in to the route. We have to adhere to the department of transportation regulations in regards to how long a truck/team is allowed to be on the road. This guideline was established for everyone’s safety. While we would like to be able to accommodate every customer’s request, every time, we are just not able to. Customers often see this as Bob’s not caring. That is not the case. I can see that the agents this customer spoke with tried everything to get the delivery to them as quickly as possible. There were add on requests sent as well as the go back request. The delivery has been completed at this time. The store has noted in the account that they have offered compensation. The customer must call the store with either of the Visa cards originally used for the purchase to process the compensation. For security reasons, we are not able to see the entire credit card used, so to be able to process the compensation, the customer must provide itKindest Regards, Tracy S*** Bobs Discount Furniture Customer Care Corporate Liaison 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 meThe new table was delivered today (with the new leaf) and the company took the damaged tableThank you for your help with this matter.
Sincerely,
*** ***

Good Afternoon Revdex.com- We are very sorry for the concern in this complaint. We have searched through the photo files and find no record of any photos being sent from this customer. We searched both the cr and by the customer’s email address. We are very sorry, the email
with the photos may have been to large or too many pictures, we have received no pictures. I do see we replaced this chair when it was eleven months old in October 2016. That took place after a technician was in the home. We believe that the customer would need to have a technician to the home for this concern. It is very difficult to see damage cause and condition on a frame, through customer submitted photos. We would not be able to offer any resolution at all without either the pictures being received and reviewed or a technician coming to the home. Not all frame damage is the result of a manufacturing defect. We need to be able to inspect the pieceSincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com- We are extremely sorry for the failure of the team. The complaint regarding the delivery has been forwarded to the appropriate parties and will be addressed. The request for the next day bedding awas sent. Unfortunately, our routing department was not
able to find a truck with space available within the area the customer resides. I can see that they did make the attempt to find a truck with the space, I am sorry that request could not be accommodated. The delivery was successfully completed on and the customer was offered compensation which was accepted and processedWe are very sorry that the customer’s parents were inconvenienced due to the team’s failure. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Dear Revdex.com,
We thank the customer for submitting the photos through the Revdex.com. We agree that there is a difference in the
under tone on the pieces. It is visible
in the photo submitted. We would like to
offer the customer an exchange. We will
set it up for both pieces, to ensure that the customer is able to have a
showroom quality matching set. We
suggest when the team comes with the new set, have them bring it in before
taking out the set in home, to ensure we are able to deliver a matching
set. Normally we do not offer or allow
exchanges for dye lot issues. This is a
one time courtesy offer due to the obvious difference. The paperwork is set up in the system, we
ask that the customer call customer care to schedule.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We are very sorry that at a time when the customers should
have been able to focus on a very important life event, they instead had to
deal with a failed delivery and incorrect order. I do see that the rails were damaged on the
first delivery attempt making
assembly of the bed impossible. We scheduled for the next day and the chest
was written up incorrectly. Everything
has been delivered now and we have no report that there are any issues with the
pieces in the home.
I understand that we have frustrated and inconvenienced this
customer. We have also tried to work
with them to try to make this right. We
were able to offer them a next day delivery, something we normally can not
offer. The store offered them a discount
on a piece so they could get the package they wanted at the price they
wanted. Our merchandise is already
offered at a discount. We do not
normally allow for an additional discount based on preference.
I am sorry that we had two failed deliveries at what was a
very stressful time for the customer. We
would not be able to offer more compensation over what has already been
offered
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com,
We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. We would not be scheduling a tech to come to
the home as this customer is outside the one year warranty.
If this customer had chosen to purchase the
*** *** Warranty they would be still within warranty, we would be able to
schedule a technician. If the technician
found there to be a manufacturing defect and the piece was no longer in stock,
we would have offered a reselection credit.
This is our standard procedure.
When our tech went to the home in July
he reported that there was no defect I
do not know what the discussion was in the customer’s home, I can say that
often when a tech is in a customer’s home it is difficult or uncomfortable to
tell the customer that they will be no recourse offered.
Unfortunately this customer is outside the
one year warranty and we have no recourse to offer
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care 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 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 our tech to the home 1.2.18. He found the frame had detached. This was not the result of a manufacturing defect, it was from use. He was able to reattach the frame for the customer as a courtesy. The pieces were then moved to a different residence. The customer called us in early February to report issues with two pieces. Our technician went to the home on and found the frame was cracked in several places. This damage is not related to the pieces that were reattached. We have reviewed the techs photos with our Service Managers. The damage to the wood visible in the February service appears to be moving damage. If the customer had professional movers, it should be billed to them. As there has been no accident reported, this would not fall under the *** side of the Goof Proof Plan The damage is not the result of a manufacturing defect and is not located anywhere near the piece that was braced by the tech in January; this will not be covered by Bob’sWe are very sorry; this damage is consistent with moving damages. Moving damages are not covered by the plan We have attached the photos of the January service and February service Kindest 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
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 *** ***
*** 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 sent our tech to the home on 3.3.17. The tech found that there were missing bolts from the back of the piece, causing it to be loose. The customer reported this must have happened during a recent move. This is not a manufacturing defect. This is not damage caused through a single accident. We are very sorry that this has occurred; unfortunately this is not a part that is available from through the vendor. As this is not something covered by warranty we suggest the customer trying to replace these missing bolts, they should be able to find the correct size at a hardware store. Kindest 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 meIf you can please tell me when I will be able to get the gift certificate, and when is it going to happen?
Sincerely,
*** ***

Good Morning Revdex.com,
This customer has moved this
furniture over miles from the original delivery addressThey have moved outside of our delivery / service
area. We have requested photos so we can ascertain
if there are manufacturing defects. We
would not be able to offer any recourse without the photos.
If the issues are manufacturing
defects that are repairable, we can offer a service. If the issues are manufacturing defect and
parts would solve the issues, we can offer parts and service. If the issues are manufacturing defects that
neither parts or service can correct, we would offer other recourse
Without photos to show that there
are manufacturing defects we will not be able to offer any recourse We are sorry if this customer is not
accepting our recourse options. We will
not be able to offer any refund or exchange.
Without photos we will not be offering any recourse.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison