Blue Ridge Travel

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

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,
*** ***

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,
*** ***

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 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-
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 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

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

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,
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

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

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
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

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 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 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

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

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

My complaint was settled bobs agreed to refund my moneyThe furniture was picked up on 9-17- I was told the refund would be in my account no later than 9-21-to date I have not received it THE COMPLAINT # IS *** *** *** ***