Blue Ridge Travel

Complaint: ***
I am rejecting this response because: it is totally unacceptable to have the warranty when it won't be fixed for plus months. As they told me on the phone the part SHOULD get here around the end of January beginnning of February then I have to schedule a repair guy to come and fix it that MEANS I do not have my chair for at least -months. TOTALLY UNACCEPTABLE If Bob's is not dealing with the manufactured anymore or carrying this product anymore I want a NEW replacement on something they are carrying. It is not my fault they decided not to carry this merchandise anymore and while we signed the form no one informed us that a warranty could take months. This is HORRIBLE customer serviceHaving a warranty means that it will be fixed or replaced in a reasonable amount of time. I AM TOTALLY DISSATISFIED with this reponse from Bob's
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 meI will accept a store credit to purchase a new recliner that is more to my liking.I can be contacted at *** ** ***
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:once again she is lying I left a message on her voice mail at the corporate office and no options were given at the store I watched the delivery guy try to put together a broken ottoman right in front of me he knew it was broken if I didnt say anything he would have left it ls this how you treat your customers tell the truth you dont care about the customers only they money they spend and when there is a problem they cant get help from customer care since it cant be resolved here lets go to the attorney general and immagration
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:The exchange is not until Feb After I receive the repaired drawer I will glady accept
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Corporate needs to contact Loss Prevention to see what the outcome is prior to giving a response In the initial complaint it stated Joe in Loss Prevention was involved
Sincerely,
*** ***

Good Morning Revdex.com,
We are sincerely sorry that this customer
is experiencing issues with the merchandise that they purchased from
Bob’s. The *** bed was delivered in
July 2014. The customer purchased the
*** *** protection plan for $49.99, this provided the customer
with
unlimited parts and service for five years on the headboard, footboard and
rails. The plan allows for a one time
replacement of a piece, which then fulfills the plan. We have replaced the rails, a part of the bed
that normally retails for $80.
We are extremely sorry for the issues with
the first exchange. The team did report
to us that the exchange had taken place on June 8th. The complaint has been reported to the depot
management for investigationThe
conduct of this team is unacceptable to Bob’s standardsWe certainly wish the customer had reported to
us either the day the exchange was to have taken place or within a few days so
that we could have conducted a more comprehensive investigation. Our records indicate that the customer did
not notify us for more then a month
We are sincerely sorry that this customer has
had a poor experience with us.
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 will notify you after next Wednesday after the technician has evaluated and or remedied the problem
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: The Bob's representative has lied about the true date of cancellation which occurred on January 13, at 11:AM-12:PM and there is a witness to the conversation by a third party who is willing to testify in a court of law the exact date of cancellation of the order. Bob's Discount furniture Store didn't decide to process my refund until after I called the corporate office and filed a complaint and also after I filed this complaintI have also spoken with the manager of the *** *** *** *** *** store and he also stated that the accounting department was holding onto the refund and he could not explain to me why this was occurringIt was after I the complaint with the Revdex.com that the store decided to begin to process my refund and once again I was assured by the manager that I would have the money back into my account by Monday, January 23,
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Customer service and the sales rep who assisted me had absolutely no communicationThe sales rep told me something completely different. I am surprised that Bob's expects me to sleep on a dipping mattress, causing back problemsWould YOU or YOUR STAFF sleep on a dipping mattress?Shall I go see my doctor and provide you proof of my back issues, caused by your insufficient and poor quality mattresses?Your policy is not made available to customers until after the purchaseIf my mattress was dipping within the first months of purchase, it shouldn't matter how large or small the dip isIt is a month old mattress that should not be dipping. Your sale rep is a liar and persuaded me with nonfactual information to update my mattress TO GET MORE MONEY OUT OF MEAnd in fact, the mattress was NOT better quality, as I was told. Where are you business ethics to teach your sale reps to lie about your quality so they will spend more money?If my claim is not handled here, will be handling it IN PERSONMy mattress will be returned to your showroom floor, so your other customers can see the dip in my mattress and how unconcerned you are.
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 meUntil the resolution is completed, I would request this complaint still be active, until Bob's Discount Furniture delivers its promise to meI also would like to notate that this transaction according to Bob's Discount Furniture would not take place until the end of June 2015, beginning of July
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,
*** ***

Please replace the left arm facing cuddler chaise with the left arm facing chaiseI like what I have, but given the issue that cropped up nearly immediately, and the difficulty with getting it repaired, I'd rather not risk it againThere are too many people in my family to have a such a large part of our sofa unusable for such a long period of time 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,
We apologize that the customer is
experiencing any disappointment while trying to use the warranty on our
mattresses. I have researched the
services and find different information from what has been stated in this
complaint.
The king mattress was found
to
have a slight depression of under 1/4”.
This is absolutely to industry standards and wear. This is not considered a defect by any
mattress manufacturer. We would have no
recourse to offer in this instance
The queen mattress was found to
have a depression of 2” in the center of the mattress. When the technician looked for proper
support, he found the foundation had a cracked center support. We do not require that customers use our
foundations; we do require that our mattresses are given proper support. The tech determined that the depression in
the center was caused by not having any support in the middle. If this foundation had been purchased from
Bob’s it would be subject to inspection for the cause of the broken support and
would have been under warranty. The
customer was told we have no recourse because the depression was caused by a
product not purchased from Bob’s Discount Furniture.
If you would like to dispute the technician
report, we welcome you to submit photo showing something other then what has
been noted here
To move forward please advise the
customer that we require a minimum of four (4) pictures (in color) for each
item that is listed in the report to GuardianI have listed the requirements
below to ensure our request is specifically notated:
-Minimum Photos of the Mattress-
- Picture that clearly
shows the entire facing surface of the mattress
-
Picture that shows the depression is greater then what has been reported here
We will review these photos and
respond with what, if any, options for resolution we may have to offer this
customer
Sincerely,
Tracy S***
Bobs Discount Furniture

Good Afternoon Revdex.com,
I just tried to contact this customer by phone and left a message
on their machine
The pictures showcase the bonded leather experiencing a concern
from wear and tear
Bonded Leather offers the look of luxury at a much more affordable
price point and as its name depicts, bonded leather is real leather that is
adhered (or bonded) to a fabric backing with a strong adhesiveOver time and
with any amount of usage the heat from our bodies and friction from use causes
expansion of the molecules that join the bonded leather to the fabric backingBonded
Leather is manufactured the same way industry wide and peeling over time is not
isolated to the bonded leather products we sell at Bobs Discount Furniture
If the customer continues to purchase/maintain bonded leather furniture in
their home regretfully peeling can occur based on the nature of this material’s
manufacturing process
The Bobs warranty on this merchandise expired nearly three years
ago and as this concern does not stem from a factory defect in the product’s
workmanship and is viewed as wear and tear industry wide, we are only
able to make a one time store credit offer from a place of extreme courtesy and
care for our customer. As with most
protection plans the Goof Proof Plan purchased does not cover wear and
tear therefore this courtesy option is not in relation to the plan purchased as
it is being offered to the customer by Bobs directly
Courtesy Offer for resolution:
If the customer would like to reselect to a different item, made of
a different material that may fit their furniture needs better we can offer to
(store) credit the customer 80% of the original cost paid for the Sleeper Sofa
In the interest of fairness we would ask that if the customer wants the new
furniture selected to be delivered, they cover the cost of that service as
delivering the product has always been a charge we maintain separate from the
cost of our merchandiseWe do expect to remove the current Sleeper Sofa they
maintain on the same date we deliver the newly selected merchandise and will
agree to cover the cost of disposal as an additional courtesy
Please ask the customer to let me know if this option for resolution is
acceptable and I will process the necessary paperwork and have our retail
location contact the customer to make them aware of the available credit
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison

Mr ***,The issues you are having with your table and chairs would not be covered by goof proof, even if you had the planGoof proof is designed to provide coverage against most common types of in home accidental damageDid you accidentally damage your furniture? We refunded the plan that covered your original table; as with most warranty and/or insurance plans you would have to specify that you want coverage for the item in your possession; not assume that you have coverageWe can not add the protection plan after the merchandise has been delivered into your home.I apologize for any miscommunication, lack of explanation or inconvenience we have caused youOur previous options for recourse remain and I hope that you understand our position and find one of the options acceptable

I am rejecting this response because:
I see that the truth has been modified to a politically correct
answer. We were not treated badly by the service person that told us
that this is a common problem with the design of this counh and recliner"HE" took pictures and he stated that he always asks for a credit for this set. It was Bob's customer service that dropped the ball and didn't want to replace the month old couch that has a hump in the middle and is flat on both ends and the recliner that is totally flat. I am sure that the replacement credit that we DID get was because we I decided to wrote to the Revdex.com. I thank you for your help in this matterI do hope that no one else has this issue. We will be going to pick our a new style at the store in Nashua, NHI would like to keep this open until we are totally satisfiedI do not trust them enough to believe the credit will be on file at the store and that we will get the "Goof proof" protection transfered to the new set
Complaint: ***
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
I pursched sets meaning couches and love seats -in totalAll peices are bonded leather and all are peelingI would need to pursue all again in a different material In the email only one ser is mentioned.
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,
Michael W***

Good Morning Revdex.com,
Our technician
acknowledged to us in his report that there was no defect present in the
reclinerA manufacturing defect is something our technician’s are trained very
heavily to diagnoseThe technician’s report we received provides and out line
of what is considered ‘Wear & Tear’ per the furniture industry and a
recliner that has been used for several yearsThe Protection Plan the customer
purchased does not cover ‘Wear & Tear’ therefore this protection plan
does not apply for use with this specific concern
We will upgrade our
Courtesy Offer to 80% store credit for reselection (with all other original
terms and benefits remaining the same)This consumer is demanding resolution
for this concern from Bobs Discount Furniture when the protection plan they are
referencing is honored only thru the Guardian companyAs a business we have
made a valid effort to address this concern directly with our customerWe
remain saddened if the consumer cannot see the value in our offer(s) provided
all facts associated with this scenario
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate
Liaison

Good Afternoon ***,I apologize that the sofa has failed to meet your quality expectationsI attempted to research your account but was unsuccessful locating your purchasePlease forward the name, customer master or order number for the sofa identified in this complaint along with a 1-
photosOnce received, I will follwith you.Thanks,*** **