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,
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

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 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

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,
*** ***

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
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 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

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

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,
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

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,
I’m not sure how the consumer still feels (from reading our
response) that the charge has anything to do with removal of old bedding set
We (as a business) do not charge for removal of old bedding when a customer has
new bedding delivered and we (as a business) did not make the choice to charge
this fee
The charge
is mandated by the State of Connecticut and is a STATE LAW, please
see our first response as it clearly outlines why the State of Connecticut
expects all businesses operating in their state to follow this law
Kindest Regards,
Stephanie AG***
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 customer has purchases that were delivered on and and at the time of purchase, the customer
purchased the option of Goof Proof. Goof Proof, attached flyer, covered the merchandise for a period of five years for damages that resulted from a single accident. The manufacturing warranty which expired one year from date of delivery covered any manufacturing defects. The sofa delivered on is now outside of the Goof Proof plan and the manufacturing warranty expired on 1.20.13. The wall until delivered on is outside the manufacturing warranty which expired on but is still within coverage from *** for damage from a single accident, called in within days, with all of the necessary details to show it was an accident. There is a claim which was denied by ***. This was reported with no accident. The customer advised *** that they believed the pieces would soon start to peel. That is not a damage that is the result of an accident. It would not be covered by ***. If there is other merchandise, we ask the customer to provide the additional details. What we can see under this customer’s account does not add up to what the customer has noted they paid. Maybe the purchase was under a different name. We would be happy to research this further. Kindest Regards, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Dear Revdex.com, There was a misunderstanding regarding the *** The plan has two sides; Manufacturing defects come through Bob’s. Damage resulting from a single accident is presented to *** for review. The customer has only reached out to Bob’sThose are all correspondence with Bob’s agents. There has been no claim filed with ***. ***’s number is ###-###-####. They only accept claims that are called in within days of the damage occurring. The customer must be able to provide all details of the accident that caused the damage. If the customer cannot meet this criteria, the claim will be denied. The customer cannot just tell *** it was an accidentThey must provide details showing it was an accidentThe chair with the damaged back was determined, through photo review to be accidental. That chair does not have parts available; it has been set up for an exchange of that chair. We are not able to offer any resolution on the chair with the damaged leg. That was not deemed manufacturing in nature. The customer can set up the exchange of the defective chair at their earliest convenience. The new order is *** Kindest Regards, Tracy S*** Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Good Afternoon Revdex.com-
We are very sorry for the issues this customer
is having with the *** ** *** Ink
transfer from clothing is not considered an accidental damage. We have attached for reference the Goof Proof
Plus handout the customer was given at time of
purchase.
In an effort to try to make this right for
this customer we will offer a courtesy service.
We can have one of our factory trained technicians come out for stain
removal. If the customer would like to
accept this offer, please call into customer care. This is pre-approved and is noted in the
customer’s account
SERVICE POLICY
We guarantee that our new products will be free from factory defects
for one year from date of delivery or pickupOur mattresses and motion
furniture may carry additional factory guaranteesYou must report any factory
defects to our Customer Care team within one (1) year of possession, and a
Customer Care representative will schedule one of our Service Technicians to
inspect the item and service it to factory standards at no cost to youIf the
Service Technician determines that the factory defect is not serviceable, we
will replace the affected item, one timeIf the item is no longer available,
you may reselect to other merchandise or we will refund the purchase priceIn
the event of a reselection we will charge or credit you for any price
difference between the original and the re-selected itemMerchandise purchased
from our “Pit” or Clearance Centers that is not brand new/factory fresh is
excluded from these factory defect guaranteeswear and tear or
customer-caused problems are also excludedService can only be provided within
our serviceable area to the original purchaser as stated on your sales receipt
Kindest
Regards,
Tracy S***
Bobs Discount
Furniture
Customer Care
Corporate Liaison

Good Afternoon Revdex.com-
Please pass on our sincerest apologies for the
inconvenience the damaged product continues to cause our customerWe can
certainly understand the customer’s frustration and acknowledge the reasons why
the customer feels they would like the merchandise picked
up
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. The store manager offered this customer
compensation to purchase additional merchandise in the amount of $which
was accepted by this customer.
We currently have a new order, with this merchandise plus and additional chair
pending, awaiting the customer to pay off the balance of $
If this customer would like to cancel this order and
have the merchandise in the home picked up for a refund we will honor that
request. This is far outside of our
return policy. If this customer wants to
pursue this option we will reject off the $credit that was offered to
enable the customer to purchase a chair to accent the set that she has
requested to return.
This has been documented in the account, if the
customer chooses to proceed with the pick up for refund they can call into
customer care to have processed.
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison

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 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

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