Blue Ridge Travel

Good Morning ***,
It was certainly not my
intention to make you communicate any feelings of resentmentRegardless of the
fact that the definition of “allegation” is properly displayed from your
initial account of occurrence, we as a business have taken responsibility for
the concern based on your report aloneIt is quite common that customers
select the adjustable bed and choose one king size mattress (the bases have the
ability to be hooked together underneath the single mattress)The “dual”
listed in the description of your mattress that you see on your invoice denotes
that one side is a firm comfort level and one side is a plush comfort level of
gel memory foam, it does not describe the physical split to two mattressesWe completely
understand how this can be very confusing to you as a consumer and that is why
we not only corrected your concern but further compensated you for our mistake
Essentially we refunded you $taking money off the cost that was owed by
youAs a business who believes in operating fairly for all consumers alike we
are unable to further discount product that has been delivered in good
condition
Should you prefer our
second form of apology in a refund to your original method of payment instead
of the Bobs Discount Furniture Gift Card originally offered we can do that as
an upgrade to our original response ($back to your credit card)This
offer combined with what has already been done is one we stand behind as a fair
and adequate apology for this concern
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 meSincerely, *** ***

Good Afternoon Revdex.com-
We are very sorry for the error that occurred in the
creation of the sale. The delivery teams
are only able to remove old mattresses from a customer’s home. As a token of apology, we would like to offer
the customer a Bob’s Discount Furniture store
credit. If the customer would like to accept this
offer then can call into customer care. The
account is noted and any agent will be able to create the paperwork
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Complaint:
I am rejecting this response because: as stated in my complaint, that offer was accepted before I noticed the extent of the defects in the furniture. As I explained to the store manager, in order to accept that offer I have to accept the original default, which was the color. This means I will have to repaint my living room, which I was willing to do to accept the offer; however, upon further inspection, I can say for certain this was not "damage" due to shipment, but rather how the product is made. It is missing legs and a place to put them, missing springs in the couch and chaise, and the fabric is not the same as in the store. It is one thing to work with the company when I thought it was damage possibly due to shipment, but I cannot take the chance and repaint my home to match this furniture when it appears that the "factory standards" is what is in question. It looks like this furniture was made of the scraps from the shop floor (photo's attached) and no where near the quality on display in the store. The company has not even apologized for that, which is indication that I can expect the second delivery to be just as poorly constructed. As such, I reject the offer and have already cancelled the replacement order. The company's refusal to accept the cancellation and refund the money is what led to this complaint. Also, for clarification, this complaint with the Revdex.com is in regards to the company's policy and practices. The written refund policy (photo attached) is intentionally misleading and does not explicitly state that the company has an absolute "No Refund" policy, as the representatives constantly repeat, or that the furniture is "(nor does the price reflect As-Is). In fact, when I first called to notify the company of the initial damage and before I could even finish the complaint, the first thing out of the representatives' mouth was "we will not give you a refund". I suspect this policy is not in writing because it cannot possible be legal to accept the consumer's money under the pretense to provide goods the company cannot deliver on then send an item different than what the consumer actually purchased and then force that consumer to select something else from the store. And to top it off, the written policy basically says that, in order to get a refund I had to cancel the order three days after I ordered it, which was a month before I actually received or saw it. To remedy this, in addition to the refund, I am asking for a change in the company's policy. I much prefer a full investigation in the company's dishonorable policies and potentially illegal practices. Lastly,
Sincerely,
*** ***

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with us
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Tiffany to
rectify
the situation and reach a satisfactory outcomeI understand the
compensation offered is not the amount that the customer would like, it is
however the amount we are able to offer.
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

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.
There are no notes that the customer has reported any damage
to the bed to Bob’s Discount Furniture.
If the customer has damage they would need to either submit pictures or
have a technician to the home. The bed
is under warranty and Bob’s is responsible for serving that warranty
The customer has financed through a completely separate
company *** ***. If they are
behind in their payments to *** ***, the customer would have to reach
out directly to that company. We can not
interfere in the agreement between *** and their customer. We would not have any information on the
negative marks on their credit report
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Morning Revdex.com,
This concern has been fully researched by our Accounting Team,
upon review of the customer’s bank statement it was confirmed that the timing
of the postings are the issueThere is no duplicate charge from Bobs Discount
Furniture for $
The customer should
contact her bank to clear up the postings to
her account
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison

Complaint: ***
I am rejecting this response because: Bob's Discount Furniture would not pick up infested couch nor send anyone to look at their productPlus, the sectional was asked to be returned within their day guaranteeThey are avoiding this situation and apparently have no morals or stand by their productsIt is disgusting that a company that spends millions on ads will not refund a customer telling the honest truth their $So unprofessional for a businessTheir reviews speak volumesI wish I read their reviews before purchasing this bed bug infested sectional.
Sincerely,
*** ***

Good Afternoon Revdex.com- We are very sorry for the frustration that the part malfunction and delay and multiple deliveries has caused this customer. The part is now in stock and will ship out within the next few days. Once the customer has received the part, we would be willing to offer
the 30% concession to keep. The customer must acknowledge that this will be without any additional warranty on the two nightstands. They will not be eligible for service or parts or exchange in the future. We ask the customer to reply to this post once they have received the part and the nightstands are working properly and we will create the necessary paperwork. We will then process the refund to the *** *** account for the 30% concession to keep with no warranty on the nightstands, back as a refund to *** ***. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Morning Revdex.com,
We have spent several days and man hours searching with the
*** company to try and locate the alleged call / claim the customer states
was initiated with *** on
***’s recordings and records show no claim ever entered from
the claimant regarding the “movement of bed-causing the headboard to crack”
I have tried to file the claim on the customer’s behalf and
*** will not allow this to occur as I am not the owner or purchaser of
this particular plan
We have a record of the customer contacting us (Bobs) directly and
making a statement of bed being moved and headboard being cracked, as
accidental damage is not a coverage Bob offers to customers, we advised on
that we could sell the customer parts needed to fix the bed
At this time we encourage the customer to file an actual claim for
damage with the *** company based of the incident they are reporting
occurred
I have
included a copy of the terms and conditions *** uses for all claims in
order to help better educate this customer on the reporting process we recommend
they follow when making this claim
We apologize that the customer is experiencing any inconveniences
with their products however we are unable to dispute a claim that has no record
of existence
Thank You,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- While I can personally identify with a consumer’s need for an apology outside of making the concern right, we have worked at a higher level to make those requests happenAny compensation agreement is to be discussed after the customer has been fully satisfied with the
merchandise they paid for and a form of apology is processed by Bob’s store creditWorking beyond a structure that is set in place to keep things fair for all consumers is a retailer’s way of applying empathy and accepting responsibility for a customers concernWe are very sorry that the customer is so dissatisfied with the service they have received. We do not offer compensation as a refund. It is not noted anywhere in the account that someone had authorized a break in policy. We are will to offer compensation to the customer for having two deliveries and a service. This should have been set up correctly on the first attempt We are willing to offer the customer a $store credit as a token of apology. If the customer would like to accept this, they can do so through the Revdex.com and we will create the credit to use on a future purchase. Kindest Regards, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Morning Revdex.com,
We apologize to our customer for any inconveniences we have
caused during the warranty claims process
Our records currently indicate that we are scheduled for a
service appointment on to address this merchandise concernI
attempted to contact the customer
via telephone today to confirm this and was
unable to reach them directlyAt this time- all information points to our
company working towards actively resolving this concern under the service
benefits associated with this customer’s Goof Proof Plus PlanOur technician
is required to contact our Customer Care Offices prior to leaving the home on
and we look forward to speaking with/ gaining our customer’s complete
satisfaction on that day
Kindest Regards,
*** ***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry that the customer feels they were not taken care of. We can see the steps that the agents took to try to make this delivery successful. The customer was put in for a time frame request, which could not be accommodated; the route could not have
functioned with the customer having a late afternoon delivery. The team was at the home, during the assigned window. An add on request was submitted to try to have the customer scheduled for Saturday. Due to the size of the order, there was no truck in the area that had the space to allow for the add on. These are requests. In the complaint the customer notes that these were requests. Add ons, Go backs and Time frame requests are all on requests that are submitted. These are sent to our Routing department. Routing then checks to see if there are teams in the area that are not already maxed out in their hours for the day. We have to follow regulations set by the Department of Transportation for how many hours trucks can be on the road. We do completely accept that the customer was looking for delivery on 6.17.17. That was not scheduled. The customer was never scheduled for but had made it clear that they were seeking that date for delivery. That was the only error made. They were not scheduled for the requested date. For that error, we will over to refund half the delivery fee back to the Wells Fargo account. This would be a refund of $164.50. If the customer would like to accept, please reply to Revdex.com that it is accepted and we will process the refund. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon ***
I sincerely apologize for the inconvenience
the availability of your part order has caused youI can understand your
frustration. I truly wish we could get this merchandise to
you sooner than the current scheduled date of June
Parts are ordered
directly from the vendor,
they are not something we keep in stock.
This particular vendor does have an estimated ship time of days. As we do not manufacture merchandise
ourselves, we are forced to rely on our vendors to ship parts when necessary
If you still remain unsatisfied after your
merchandise has been fully received we can revisit your account and discuss
what options we may have to accommodate you further in the form of a gift card
Again I truly apologize for the
inconvenience this experience is causing you and that you are forced to wait on
the furniture you purchased to again be perfectIf there was anyway to get the
parts to you sooner, I assure you that we would take that route immediately
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry that the customer is dissatisfiedWe will not be covering the difference towards the more expensive set the customer chose. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com,
Bonded leather is a durable material and very easy to clean in
terms of every day useWe do not mislead our customers nor do we force our
customers into purchasing any type of product, including the protection plan we
offerI have attached the sales line up sheet that is placed in front of this
set in our showroomsThis sheet clearly depicts what the product’s material
make up is, and we continually try our very best to showcase transparency with
all of our customers
‘Goof Proof’ as its name depicts, is designed to offer coverage
against most occurrences of an accidental damageThis customer as yet to report an accident
that caused this concern to occur, if the customer wishes to submit a claim
under the terms of their protection plan they are free to do so (with the
*** company & with an accident that caused this damage) however
wear and tear is not a coverable damage under this plan
The customer’s original invoice illustrates a cost paid of $
for the sleeper and sleeper mattressAlthough there is no reported concern
with the sleeper mattress we will include the cost of the sleeper mattress in
our offer as an additional courtesy
$x 80% = (+ any applicable state taxes)
While it is the customer’s right to refuse our offer we do hope
the customer can understand the position of our business as this is not a
coverable occurrence for recourse and our offer is from a place of extreme
courtesy and care
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good
Morning Revdex.com-
We
do absolutely apologize that this customer has gone through this with the new
recliner. We have canceled the part
order and set up an exchange. I checked
with the store and they would not have the new one available until 5/30/I
would like to offer
this customer free delivery as compensation for how long
this has taken to rectify. This would
allow me to get it into the home much sooner.
If this customer would like to accept this offer they can reach me at
the phone number I left on their voicemail and they can reply back to this post
through the Revdex.com mediation service
As this is a one
time courtesy- It should be expected that for any future occurrences of
concern, on any other sales order, this individual consumer is agreeing to
adhere to the terms and conditions of their warranty coverage and the
determinations of Bobs Discount Furniture’s Service ProfessionalsOur Service
Policy is fully disclosed on the customer’s sales invoice and provided at the
time of sale
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry that this customer is frustrated. The complaint does no note what merchandise they are having an issue with. I see the pub chair is scheduled for an exchange for 5.13.17. The trundle is scheduled for an exchange for and there is an
exchange that has not yet been scheduled for the pack table group. We hope that this concern has already been rectified. If there is any additional concern to be addressed please advise through the Revdex.com. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Day Revdex.com,
We are very sorry for the error and
miscommunication that this customer has had to deal with. This has been updated in Wells Fargo account
to show that we did offer this customer the months category on her
purchase. If this customer can please
confirm
this information with Wells Fargo, we did have them change the purchase
category on 6/1/16. Their records should
indicate this change
Kind Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Dear Revdex.com,
Please pass on our deepest apologies for any inconvenience we may have caused
this customer during their delivery experience with us
I see that this customer has spoken with many of my
colleagues and it appears we have confirmed several times with her the maximum
we would be able to offer. This customer
signed the delivery manifest where it specifically notes if there was any home
damage to report. She clearly marked the
rug missing but did not note any damages.
We stand behind our offer of compensation as sufficient. We have also checked on line and see many
options for flat screen tvs up to 45” in this price range.
We hope that this customer will accept this offer, as it is the only amount we
can offer. 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