Blue Ridge Travel

Good Afternoon Revdex.com- We are very sorry. We are unsure what the customer is rejecting. Could we please have more information? Sincerely, 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 on some items.
This warranty 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 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
everyday use, misuse or abuse of the merchandise.
The lamp that was damaged by kids riding hover boards around
the room was not selected by the customer to have Goof Proof Plus, covering it
for all accidental damages. This is not
a manufacturing defect
The customer spoke to the store on the store offered
to set up the refund for the refused trundle unit at that time, customer explained
she did not have that credit card on her person and she would call back. There is no indication that the customer has
reached back out regarding this open credit Our system only allows us to see the last
four digits of the card used, that was why the store advised we had to have the
entire card number to process the refund.
The chair was replaced, per our policy. I have attached the customer’s sale order,
which states the return policy and service guarantee.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Complaint: ***
I am rejecting this response because:The definition and evaluation criteria to determine a defect is completely subjective and lacks any material credibilityThe use of the term technician would lead a consumer and anyone evaluating their defense as someone with any kind of training The individual who show up at our house was in no way a technician of any kind He through a string across the bed to evaluate the degree of sag, took a picture with his phone, then left He never got onto the bed to feel the very explicit potato chip-like dent that has formed on both my side and my wife's side of the bed Bob's references another inspection that worked in our favor - well I would suggest that this only supports my claim that these 'technicians' are hacks who have no credibility because that individual did nothing, but look at the bed and take my wife's word for it.The bottom line is, I am sure their lawyers have them covered in this case, but as a Revdex.com I would think you should place a consumer warning that some of their claims of overstatements at best and flat out scams at worse I for one wouldn't buy anything from them again, because I think their products are horrible, their service is phony and I feel strongly that a high Revdex.com rating is unwarranted People should have better warning
Sincerely,
*** ***

Good Morning Revdex.com,
Please pass on our sincerest apologies to our customer for any disappointment
they cite to have experienced at the point of delivery and/or while
communicating their concern to our Customer Care Office
In researching our customer’s account the service appointment
they
have referenced in their posting has been canceled and the living room
furniture is (sofa, loveseat, chair) scheduled to be removed from the home on 02/05/
for a refund back to the purchaser’s method of payment
We have also already processed a refund of the customer’s delivery
fee back to their original method of payment and at this time given the
documentation I am seeing, we consider the arranged removal for refund
resolution to this customer’s concern
Kindest Regards,
Stephanie *G***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com,
Based on the account of occurrences the customer is
reporting we stand behind the fact that Guardian is following the terms and
conditions of the protection plan set forth for all consumers alike
The occurrence of damage while using an item (any item- I.E
a
lawnmower, a vehicle, a washing or drying machine) for its intended purpose
is not considered an accident in most every industryThe cause of such damages
under use (like sitting in a chair that was built specifically for such
an act) is most likely related to wear/tear (the customer has had possession
of this merchandise for several years) or a manufacturing defect within the
product itselfThe Bobs Discount Furniture manufacturing warranty was valid
for one year on this purchase and expired in Reporting that you have been
using a chair, which is manufactured and intended for sitting, as a step stool
is in fact abuse of the product and its basic material make upOur Bob’s Technician
who was in the home on determined that these chairs are experiencing
signs of wear and tear and did the best he could to fix what was repairable
outside of any direct warranty coverage associated with Bobs
While Guardian is a partner of ours and we do continually
stand behind the choices this partner makes under their accidental coverage
guidelines, we will provide the customer with a Bobs Discount Furniture Store
Credit for the side chairs/ arm chairs purchasedBy accepting this store credit the customer is compliant with and acknowledging
that the goof proof coverage they purchased for these particular chairs has
been fulfilledThe protection will no longer be active on these chairs
as the plan offers a one time replacement credit on merchandise within the
year period of coverageWe will not be responsible for removing the current
chairs the customer has possession of and the store credit can be used at any
of our retail locations towards the purchase of new chairs
The electronic credit has been uploaded to the customer’s
records and be accessed by our sales associates using this order number: ***
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to meI sincerely hope they improve their customer service quality for the future
Sincerely,
*** ***

Good Morning Revdex.com-
We are very sorry for the delay in having this rectified for the customer. We do understand that sometimes the
technician does not want to give the bad news to a customer in the customer’s
home. The instead tell the customer what
the customer wants to hear to
avoid a confrontation. This is something we are working on. We have a policy in place for when a
customer does not agree with a technician’s report, we ask the customer to
submit photos (if the tech did not) of what they are stating the issue is. We have a team that is trained to look at
these photos specifically to note if there are manufacturing defects. I see that the process has worked and the
customer has been set up for a reselection credit.
If there are any other issues, please make us aware through the
Revdex.com mediation service of calling into customer care. Thank you,
Kindest
Regards,
Tracy
S***
Corporate
Customer Care Liaison
Bob’s
Discount Furniture

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

Complaint: ***
I am rejecting this response because: The tech that was sent to my home agreed with me that the headboard was not up to standard as per his words, "unstable and poorly made"He then drilled screws into the frame, which reveals that he was trying to fix a problem that he thought was thereHis work did not hold up, tore the mesh and fabric as wellIf there was nothing wrong with the frame, why drill screws into the headboard if as per his report it was "up to standard"Since the tech has been here the problem have only gotten worseWhen the headboard is moved away from the wall, it falls forward, showing how unstable the headboard isI spent hours trying to contact BobsI finally got through to a gentleman from goof proof who informed me I was covered under Bobs warranty for yearsI have attached photos, showing the headboardI am requesting a full refund.
Sincerely,
*** ***

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

Good Afternoon Revdex.com,
We are very sorry about the concerns our customer experienced with this
mattress delivery and our records indicate that the mattress had been delivered
the following day after this complaint was submitted to Revdex.com (8.15.2015)
While we agree that our customer has
experienced
inconvenience as a result of our failures I feel it is pertinent that the Revdex.com
be made aware that I personally spoke
with this customer on and made an accommodation to work out of
our policies and offer store credit on a foundation that the customer
was never charged for by our company
We made the adjustments to our delivery schedule on a
Saturday to accommodate this individual, as a business it is our duty to make
the concern we caused right and this duty has been met just as the customer
demanded it beWe took into account the level of failure our customer experienced
and made it right by this individual even though we were ultimately inconveniencing
others
There are no defects present or concerns of the
cosmetic nature present with this bedding set at this time, therefore the
factory fresh merchandise in our customer’s home in not eligible for a refund
We are happy to offer our customer a $Bobs
Discount Furniture Gift Card as our further form of apology for this concern
If the customer would like to accept our offer please
advise that they respond to us as ‘satisfied’ via this Revdex.com channel and they
should receive the gift card within 7-business days of their response being
entered
Kindest Regards,
*** ** ***
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 meIf you can please tell me when I will be able to get the gift certificate, and when is it going to happen?
Sincerely,
*** ***

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their experience with us
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Diana to
rectify the
situation and reach a satisfactory outcomeWe have set up a
reselection credit in the system for this customer to choose a new set.
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

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 Morning Revdex.com,
Please pass on our apologies for the frustration and the alarm
this mold issue has caused to our customerThis merchandise was delivered to
the customer on 01/29/and we have not received any report of concern until
this reportThere are several reasons to how or
why this type of concern
arises and regretfully because they are all related to the environment the
product is being kept in, Bobs Discount Furniture is unable to take ownership
or responsibility for this occurrenceThis issue is also not directly related
to our brand of memory foam mattress (Bob-o-Pedic) and it is reasonable for any
retailer to assume that their customer has done the appropriate research to
satisfy their own needs for information prior to purchasing any product ( there
are various articles and education available to the public regarding ‘mold on a
mattress’)
Without being able to take on direct responsibility for this
concern we do always disclose the sincerity and care we have for all of our
customers and any presented concernWe are able to offer a store credit for
the price paid on this sleeper sofa mattressWe are not able to remove
the moldy mattress from the home but will provide the customer with the funds
to get a new replacement mattress via our showroomShould the customer select
another Bob O Pedic Mattress (memory foam makeup) they are accepting full
responsibility for any future occurrences of
mold that may occur due to the environment this memory foam mattress
resides within
The store credit number associated with this resolution is: ***
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison

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 that this customer is experiencing this issue. The pieces are under manufacturing warranty. This is a guarantee that covers the pieces by
the manufacturer for defects only. This
customer chose to put the casings into the washing
machine. The washing caused the damages that are being
reported. This material is meant to be spot cleaned
only. I am sorry that this has happened
to this customer, unfortunately, it is not a manufacturing defect. We can certainly offer for the customer to
purchase replacement parts
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Thank you for your responseJust so you know, I will be out of town from Dec23rd to Jan4thAlso I am confused and parts orderedIt quantity is differentIf you could please call me at ###-###-####we can correct thisThank youAlso, I want to confirm if I have any type of warranty or no warranty at all? Because another drawer has started sticking on the long dresser
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 that the customer is dissatisfied. If we felt that the denial from *** was done in error we would absolutely ask for the claim to be reviewed further. The coverage is for accidents only. There was no accident to report. The claim was correctly denied. We are very sorry that the customer is unhappy with this decision. The plan handout explains the coverage. The plan purchased was for accidents, if there is no accident, then there is no viable claimSincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here