Blue Ridge Travel

Good Afternoon Revdex.com-
We are very sorry for the incorrect part being ordered and
delivered. We have ordered the new part
on behalf of the customer. This part
should be in the end of January. We are
very sorry for the inconvenience.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Complaint: ***
I am rejecting this response because: I received switch in mail 2/13/so I called Tuesday to set up appointment (3:pm)after giving my phone # and name and address, I told the man on phone I had to set up servicehe chuckled and said, " you want service, what do you think we are, a furniture storeDo it yourself..." I got very upset and told him to go F* him selfI want my goof proof money refunded and delivery charge, and I want *** *** PaidI don't want anymore empty promisesthese terms are not debatable
Sincerely,
Kenneth Bo***

Complaint: ***
I am rejecting this response because: I want the poorly made, unsafe couch removed from my home and to have a refund for itThe store DID NOT CALL MEI have no missed calls from them, and my voicemail is not fullShame on Bobs for conducting business like thisI hope they look into the poor design of this couch as I do not want another child getting hurt.
Sincerely,
*** ***

Good Afternoon Revdex.com- Due to the intricate nature of this complaint, we have reached out to the customer directly to discuss our offer of resolution, we were not able to speak with the customer, but did leave a long voicemail with our options. We hope the customer is considering our offer and
will reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to our attentionSincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

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
We have arranged for the furniture to be picked up on 5/26/which will allow us time to find new furniture At that time they will credit our account.Thank you for your help in this matter, been a long grueling months, as well as very stressful!
Sincerely,
*** ***

Good Morning ***,
I’m sorry to learn of your disappointment with the products you
purchased from usI assure you we want to resolve any concern our customer may
have in the most fair and adequate manner
Your account indicates that as of you spoke with another
Corporate
Liaison (Jennifer) who set up a service call for your mattressYour
mattress has a warranty associated with it and if you look at your sales
receipt you’ll find (under Service Policy) that if there is a defect in your
mattress, as deemed by our technician, we will have avenues available for
further resolutionPlease call us to set up this service appointment as we
care very much about our customers getting a good nights sleep on the bedding
they select
In regards to the living room furniture, we worked above and beyond
the refund policy you signed at time of purchase and took back your chair for a
refund without requiring any inspectionThis was an extreme effort put forth
by our business to address your concerns as an individual and work beyond
policyHad you made us aware of your product concerns with the sofa and
ottoman we absolutely would have acted under our Service Policy and addressed
your concernsAs you have now sold these items at your own discretion our
business can no longer be held responsible for their condition or any offer for
recourseIn essence you are asking a retailer to give you money for an item
they have no way of inspecting to confirm your allegation, an item you have
made money off of in a private sale, and an item you have no way of physically
returning to the retailer
I’m so sorry and Bobs Discount Furniture truly wishes to help
every customer with any concern however due to the facts associated with this
request we have no further recourse to offer you related to the past purchase
on the living room furniture
We look forward to scheduling your mattress inspection and helping
you move forward into a better nights sleep
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 me
I would like to request the terms in writing and mailed to me for the Waverly Hutch/Consoleby Bob's Furniture so that I will not have any further issues. Thank you once again!!
Sincerely,
*** ***

Good Afternoon Revdex.com- We are very sorry; we are not able to honor the requests. The chair is not available for delivery until after 5.31.17. We would not be able to offer the customer a refund on any merchandise in the home. If the customer would prefer to keep the merchandise that is in the home, we can offer the customer a discount on that merchandise or we can offer the exchange. We cannot guarantee any timeframes. We can request a timeframe for the customer, our routing department does work hard to accommodate, and we do not guarantee any timeframe windows. If the customer would like to call into customer care, they can discuss the options. We can offer a concession on the pieces in the home or we can schedule the exchanges. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Morning Revdex.com,
While we apologize to our customer for any disappointment they have experienced
while using their protection plan this dispute is in relation to a claim for
service through an entirely different business (*** Protection Products)
In an effort to ensure our
customer’s claim was handled fairly I was able to
obtain the denial reasoning and report provided to ***The report
discloses approxareas of staining that range anywhere from -inches
each
The claim was deemed ineligible for coverage as the *** company as that
this is accumulated damage and could have been preventedThey are firm that by
their assessment the damaged areas do not match the scenario provided; which
was the customer stating that the pet threw up on the furniture*** has
the right to deny claims for coverage under their own guidelines and has
presented enough evidence to us to support the claim being deniedWhile we
truly wish we could, we are unable to force another business into overturning a
claim
Furthermore I am confused as to where in the “contract” that the
customer continues to reference they have located information regarding any
mess - any size would be covered by ***I have attached the general terms
and conditions associated with the *** coverage and I do not find any
section that depicts what the customer is attempting to disputeI do however
find the following sections that fall in line with the *** denial:
See under the ‘Exclusions to Coverage Section’:
General
soiling, which is defined as a gradual buildup of dirt, dust, body oils,
perspiration,
or any other accumulated stains, that cannot be attributed to a
single
occurrence
And
Repeated
pet bodily fluid stains, which are considered preventable occurrences
Bobs Discount Furniture’s responsibility under the Goof Proof Plus Plan
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale) and this damage
is clearly not related to a defect I
apologize that we have no further recourse to offer this concern directly at
this time
Kindest Regards,
Stephanie AG***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: ***
I am rejecting this response because: We AGAIN have to have the fireplace looked atThere is a service date of 10/21/This Fireplace is "BRAND NEW" there should be NO reason for this item to need serviceI would like a FULL refund for my entertainment center. I have never been so disgusted with a company as I am with Bobs Discount, the issues I have had with Bobs will be noted on Social Media as will the piss poor responses from Bobs Discount
Sincerely,
*** ***

Good Afternoon Revdex.com- We are very sorry. The courtesy credit that was offered has expired. The store did call the customer and speak with them regarding the impending credit expiration. The customer chose not to use the credit. Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
I also found out they refused to give me a warranty and offer me Goop proofI did not even know this until talking to a repThey said the set was bought for a rentalIt is my homeI own it and it is not a rentalAgain, they are bringing it out on the 4th, but if they can not meet my time frame, they will have to reschedule itIt is a big inconvenience to meThey offered me a small gift card to there storeBut after this experience, I am afraid to shop there any moreI have several pieces of brand new furniture that has no warranty because of there mess up at their officeSo I need them to fix these things before I am satisfied

Good Morning *** ***,
My name is Tracy S*** and I work for Bobs Discount Furniture as
a Corporate Customer Care LiaisonI can honestly state that this is one of the
hardest letters I have had to write, I feel terrible and extremely embarrassed
after reading about your experience
with usI don't blame you for being very upset with us and on
behalf of Bobs Discount Furniture I extend my sincerest apologies. I know and acknowledge how unpleasant this
entire ordeal has been for you and while I know this is your Bobs experience I
assure you that we would not be continuing to grow if all our customers were
met with so much disappointment during such an important purchase
Your
comments regarding the service you received by our delivery, customer care, and
at our store are very important to usWe want customers to love shopping with
Bobs, so your report of a disturbing experience with our associates is a
serious concern for usIt is inexcusable for anyone to speak to you in an
impatient way during any of your delivery, sales, or customer care
interactionsI know it is upsetting when someone who should be serving you is
disrespectful and we do hope you can accept our deepest apologiesYou deserve
only the best service, especially when you visit BobsWe have begun addressing
the obvious coaching concerns you have brought to our attention within our
staff and will take appropriate action
I truly
wish there was a way I could undo what has been done and I apologize again for
the appalling impression you have been left with of our companyYou have our
pledge to maintain the quality of all our customer interactions at every level
and we truly thank you for reporting these incidents to us
As a token
of our apology we would like to offer you a refund to your *** ***
account. I understand that this does not
change the facts and everything you have gone through I would like to offer to refund you $
after delivery is completed 4.7.16.
We apologize again for the impact our failures have had on your
valuable time and thank you for bringing the coaching concerns we have to our
direct attention
Kindest Regards,
Tracy S***
Corporate Customer Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are very sorry that this experience has left the customer
frustrated. That is not what we would
want for any of our customers. The
salesperson would have no reason to purposefully delay the delivery or list
incorrect items. We are sorry that
this
was not caught and corrected immediately.
We thank the customer for bringing this concern to our attention. The customer has spoken with an agent that
advised we are able to offer some token of apology for these failures, once the
delivery is completed
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com-
We are very sorry we were not able to get the customer their
requested timeframe for the original delivery date. I do see however, we were able to get a
next-day add on for this customer and deliver the sofa the following day, in
the requested timeframe. We
have not
been advised of any issues with the piece or the delivery. If there are any other issues the customer
can reply through the Revdex.com mediation service.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

Complaint: ***
I am rejecting this response because: I have already tried to use the credit offered, I am even willing to pay the difference in price, its been over a month and the product is not available, I was treated poorly by the store employees and management so I cancelled the order, in addition its not just leather peeling the couch sags in also and after several attempts to use my goof proof they always found a reason not to show up and inspect the furniture, this situation has been going on for years nowthis resolution was already offered to me I did try to use this but bobs failed me once againa credit for $in check form is what it fair at this point
Sincerely,
*** ***

Good Afternoon Revdex.com- We are very sorry, at no time did we state that this was the customer’s fault. To the contrary, we apologized for the frustration we had causedWe do only offer compensation once the delivery process is completed. This enables us to see the entire experience from start to finish and base our offer on that. We do advise customer’s to call back once the delivery is completed and request and account review. We are very sorry that this was such a frustrating experience for all involved. Sincerely,Tracy S*Corporate LiaisonBob’s Discount Furniture Tell us why here

***Good Morning Revdex.com,
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 companyOur 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
We provide a general flyer at the time of
sale that very clearly indicates there are some exclusion(s) to the protection
plan and the document further encourages the consumer to read their full plan
documents for the list of exclusionsAs the manager of the plan, *** is
responsible for sending the consumer the plan documentsShould the customer
decide that they would like to review the complete plan documents as the flyer
suggests and they don’t have these documents, we assume (as any retailer would)
that the customer would then try and obtain said documents for reviewHad we
been made aware of the need for these terms and conditions we most certainly
would have provided them upon any requestAs it is not typically a document we
provide we literally have no way of knowing whether the consumer has received
the complete plan or not and we see no reason not to trust that *** is
continually sending these documents as many claims for coverage are routinely
approved
At this time we ask that the customer provide
photographic evidence via this Revdex.com channel of the sectional piecesShould the
furniture not have excessive wear or tear/animal damages associated with the
nearly three year period of use its endured we will be happy to relay what extreme courtesy option we may have available
for this claimant
We apologize again that the damage reported does not
fit the criteria of the protection plan purchased, like any other retailer that
believes in operating in a fair marketplace we stand behind the fact that the
terms and conditions of the plan should be upheld to keep resolutions fair for
all customers alike
To move forward please advise the customer
that we require a minimum of three (3) pictures (in color) of this piece
sectionalI have listed the requirements below to ensure our request is
specifically notated:
-Minimum Photos of the Sofa Sectional:
- Picture that clearly shows the entire facing surface (seats, inside backs,
arms) of the sofa sectional
- Picture that clearly shows the entire back surface (seats, outside backs)
of the sofa sectional (or a side angle depending on how this is positioned in
the home)
- Picture that clearly shows the concern at
a close range
We will review these photos and respond
with what, if any, options for resolution we may have to offer this customer
Sincerely,
Stephanie G***
Bobs Discount Furniture
Corporate Customer Care Liaison

Good Afternoon Ms***, Thank you for choosing Bob's Discount FurnitureI have researched your purchase history and all associated warranties.Goof proof is designed to provide coverage against most common types of in home accidental damage, when properly reportedYou first
contacted Guardian in to report scratches on the kitchen table however, you were unsure how the damage occurred and therefore, the claim was deniedLater in 2015, you contacted Guardian to report that there was a gouge on the table from a plate, that claim was denied for accumulation as you reported multiple damages (chairs, chest and tabletop) at one time. We (Bobs)reevaluated the goof denial for the chest and dispatched a service technician to your home on, May 26, Our technician indicated that he was able to successfully reattach the side brackets on the bottom drawer of the chest and service was complete. If you prefer, you may send photos of the table so that I may view them with our service manager to determine if you qualify for our billable service, depending upon the extent of the damage and overall condition of the tablePlease attach photos to this complaint.Thank you,*** **

Complaint: ***
I am rejecting this response because: Our request for 50% of the couch is not unreasonable. We have to take off days from work. Bob's "sub-contractor" ruined our couch by trying to fix something that was not broken or torn to begin with. The difference in dollars is $120. We will have to find a furniture repair person and have them come in and fix our couch.We like the couch and do not want a different one, Bob's does not make an equivalent couch to one that we have.I think $is more than fair
Sincerely,
*** ***