Blue Ridge Travel

Complaint: ***
I am rejecting this response because: My delivery did not arrive at 10:as they claimI received a call at 10:08am from the delivery team informing me that they would be arriving in minsWhen they had not arrived at 10:50am, I called them back but no one answered my callThe delivery team did not actually arrive until 11:00am and did not finish the set up until 11:30amAs a result, a half day's work was lostIf the store cannot refund my delivery charge, I will only accept a store credit in the amount of the delivery charge, $
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Its a matter of customer service. The customer service rep both @ Bobs and *** don't have the knowledge of their service. If they check how many times I had to call to get the correct response, you will know the hassle. I do understand the day policy after it was finally explained by one of the managers but to get to that manager was a hassle. One of the Managers Blarissa was so rude that when I complained to her that it was the 3rd time I was calling for the hardware; she yelled back saying that they cannot ship something that was not paid for. I tried to explain that that was the reason I was calling as the last times I had called to pay for the hardware I was told that the parts department would contact me but no one had contacted me. She finally told me that I had to call the store to make the payment as there was no part department. Since I was frustrated I told her that their customer service personnel should get proper training to give right answers to the customer and not make us run in circles. She ended the conversation that she will take my advice and I should be smart enough to take her advice and call Bobs store not customer service (this was sarcastic). I don't have the time and energy to keep calling them every week for over a month. If I had known that I had to order parts from Bob's store, I would have done that soonerAll I am asking for people like us when we call to get the right answer not be made fun of by people who don't have the right answer. Please keep yourself in my shoes when you call customer service to times and get different answer everytime and everytime there's different time line and when you are frustrated and want to talk to the Manager - the Manager makes fun of you and gives you a totally different answerWont that be upsetting. Please let me know
Sincerely,
*** ***

Good Morning Revdex.com,
While we apologize that the
recliner purchased has failed to support the needs and intentions of our
customer we have followed the ‘Service Policy’ as provided to the customer at
the time of sale (also commonly signed as agreed to by the customer) and
already offered to
work above and beyond that policy
As indicated by our Service
Policy and the below link we provide thru our website (see Qs 1-specifically)
even if we fully agreed with this customer that they experienced a factory
defect our business is not responsible to refund the purchase price of the
item, let alone the delivery fee associated with that service that was
successfully completed
***
As a one time extreme courtesy we will agree to work
beyond our policies again and provide
the customer with a refund for the price paid for the chair once the chair
has been successfully returned to our distribution center (Cost of chair =
$+ any applicable sales tax)The customer is welcome to contact our
Customer Care Office (###-###-####) to schedule a date when we may come remove
this chair from their homePlease further inform the customer that they will
need to provide us with their original credit card number as well so that the
refund can fully be processed back to them once the chair has returned to our
inventory
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaisons

Good Morning Revdex.com, We are sincerely sorry that this customer is experiencing issues with the merchandise that they purchased from Bob’s. I see the purchase was made in September 2014. At the time the sale was created the customer was offered the options of purchasing Goof Proof Plus. This would have extended the manufacturing warranty from year to years. This customer did not accept this option. The *** sofa delivered in September of came with a one year warranty against manufacturing defects That year has passedAt this time, while we are under no obligation to make any offer of resolution, we are willing to offer this customer a courtesy part order for two new seat cores. This vendor typically ships quickly, so if the customer accepts this offer through the Revdex.com we can create the part order and the customer will receive the new cores to their home in 4-weeksWe would need to confirm the ship to address The order is written under: *** *** *** *** *** On this customer’s reply however it was noted as *** *** ***. Please clarify so we can ensure this are not delayedKindest Regards, Tracy S*** Bobs Discount Furniture, Corporate Customer Care Liaison Tell us why here

Good Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customerWe
can certainly understand the customer’s frustration. We have completed the delivery and there are
no concerns reported regard the merchandise in the home
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 usWhile it is not procedure we did recognize that we
had failed our customer and we were willing to make an exception in this case
to work above our compensation guidelines and policies
We have honored the customer’s request for a refund of the
delivery fee ($149.99) as a final form of our apologyPlease advise the
customer that all paperwork needed for this transaction has been entered from
our end and no action is required from the customer at this time
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison

Complaint: ***
I am rejecting this response because: This company basically admitted their error and while they apologize for it, I still have to keep damaged goods until they deem an appropriate time to come fix itThis is horrendous consumer service and obviously once they make the sale they could care less about the customer and the quality of product givenI'm inconvenienced to wait around for them to fix their mistake and I get the privilege of paying for it.....great companyThey wouldn't like waiting until I deemed it appropriate to pay my bill but they can treat my business and satisfaction as unimportant and I can wait around again on them
Sincerely,
*** ***

Good Afternoon Revdex.com-
We are glad that the customer has accepted the offer for
exchange of the damage part. We are
sorry that we are not able to offer free delivery and assembly.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Complaint: ***
I am rejecting this response because:
There was not a problem in the store there was a problem with the customer service reps at the main headquarters that I called if your calls are recorded for quality assurance than you should listen to both calls and you will hear what took place and you will find it unacceptable since no accomadations can be made for they way I ws treated by your customer care department lets cancel the order come get what I have received give me all my money back including my tip and I will go somewhere else
Sincerely,
*** ***

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their experience with usI see that this customer has already spoken with my colleague and it appears the customer will be working closely with *** to rectify the situation and
reach a satisfactory outcomeThe reselection has successfully been delivered. 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 wastedKindest Regards, *** ***
Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

I was able to resolve it with Tracey Sanborn of Bob's Discount Furniture Consumer AffairsThank you for your assistance and support*** ***

Good Afternoon Revdex.com,
At this time I am unsure if the
customer is aware that they are posting to a Bobs Discount Furniture Revdex.com
ChannelIf the customer would like to appeal the choices of the *** *** then they must go to thru that company directly
We apologize that the customer is
experiencing any disappointment while trying to use the protection plan they
purchased from us*** *** *** *** is known as their
parent company) is a third party company and we have, for many years,
experienced a vast amount of approved claims through this third party company
Our customer’s are usually very happy with the outcome of their reported claim
and based on the price they paid for the coverage our sales associates and
sales managers would have no reason not to boast about the extreme value the
protection plan carries
As
indicated -our company provides resolution for factory defects and in order to
keep resolutions fair for all customer’s alike we stand behind the policies and
procedures we have in place

Complaint: ***
I am rejecting this response because: according to the customer representative who called us and said the driver will wait till 12:PM but my wife witnessed them leaving at 12:PM while I arrived at 12:PM I even waved to the driver on my way on the highway Please read the regional text of the complaint and you will find all the information you're irrelevant canned response is a form of harassment
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 made
in May and at that time the customer purchased the option of *** *** ***
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
misuse or abuse of the merchandise.
One of Bob’s technicians went to the home on June 28,
and reported back to us that the damage was not manufacturing in nature. He was able to add more fill and close the
hole for the customer. He did this as a
courtesy. Our side of the warranty is
related to manufacturing defects only.
If this customer has a damage resulting from a single accident they can
submit a claim to ***.
The photos taken by the tech correlate with the tech’s
report. This does not appear to be a
manufacturing defect.
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are sincerely sorry that this continues to be an
ongoing issue for this customer. I do
see the last attempt the team reported to us the damage. We do have another attempt scheduled at this
time, we strongly urge the customer to call in for compensation once the
exchange is completed to the customer’s satisfaction
Kind 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.
Also would like to note that *** made me feel like "Finally" someone is hearing me.Thank You *** !!!
Sincerely,
*** ***

I understand that it is a policy, but the reasoning was because of acquired debt for fraud but with it going to that address it would have been rejected cause it was not the correct locationI have a license with the current address that I handed Grace, I have a statement from couches that I purchased from Bob's that gets sent to my correct address, so I do not understand why that address was being used and the delivery location was never even discussed. Even with the policy, I still went in updated the addressI asked at least times that it would get delivered on the same date it was originally was supposed to and was confirmed yesI also got a text message confirming delivery would still be on TuesdayThe excuse of they could not fit the new delivery into the delivery date is absurdYou lost a delivery to the wrong address, there is clearly something that could be done for a delivery that takes minutes to drop off, on top of giving a hour window for the delivery time.I know we all have busy schedules but I was working jobs and switched my scheduling around for that daySo I could not do another dayThe fact of just how easily they can lie and then have no problem just cancelling an order is crazy to meI still have not received a phone call by their manager or anything as well.
Complaint: ***
I am rejecting this response because:
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, ***
** ***

I was able to speak with StephanieI very nice person who listened to my concern and was able to provide with me a resolution to my issueThank you so much for your help!
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
in April and June and at that time the customer purchased the option
of
*** ***. I have attached the flyer the customer was given at time of purchase for review
This delivery came with a one year manufacturing warranty
through Bob’s. We did extend an exchange
to the customer, within warranty period, for damages that were reported to us,
of a manufacturing nature. This warranty
period ended in June 2013.
The protection plan for accidental damages 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
misuse or abuse of the merchandise.
The customer reported to *** in March of that the
chair damage was not accidental; it was because of wear. This would not be covered by ***. This was explained to this customer by our
customer care lead Jared. He offered at
that time to allow the customer to purchase parts at half price. The customer refused. He explained to her at that time, she is out
of warranty through Bob’s and *** only covers her for accidental damages. We would not be able to offer any other
recourse
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Complaint: ***
I am rejecting this response because:
I recently had surgery and was not able to return ***'s two voicemails until 6/I left messages on 6/19, 6/22, and again on 6/The number that she asked I call was the same number I have been calling for the past six weeks with no response ***Each time for the last six weeks I leave the same number for her to return my call on (my cell phone) and she consistently calls my house phone during working hoursIf someone could please call me at *** as soon as possible to have this issue resolved.
Sincerely,
*** ***