Blue Ridge Travel

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

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

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- 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 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 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

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: 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 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 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

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 Jenn to
rectify
the situation and reach a satisfactory outcome
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. 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

Good Morning Revdex.com-
We are very sorry that this *** set did
not live up to the customer’s expectations As the retailor and not the manufacturer we
have little control as to the material the manufacturer uses. We have noted this complaint and will report
back to the purchasing
department of the concern In an effort to meet this consumer’s demands
for resolution we will make a one time only courtesy offer for resolution
(listed below). If this customer wishes
to accept this offer, they need only reply to the Revdex.com mediation service that
they accept. The credit will then be
released to the stores The customer then
is able to contact any of our stores for reselection. Advice the store there is a credit in the
system, the store will schedule the new delivery at the same time as the
pickup, ensuring the customer will have a piece in the home.
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different set we will provide a credit (store credit) of 100%This 100% will
be based off of the original cost paid for the *** piece set including the
special order fee. We will also waive a
new delivery fee.
Kindest
Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

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

Complaint: ***
I am rejecting this response because:
OK, So you have decided to do nothing to solve this issue so I will have to take matters in to my own handsWord of mouth is the strongest form of flattery as it can often make or break youI will write a review of this so called business on every forum I can, as well as social mediaYour reviews speak for themselves, I wish we would have waited to see what this company was about before making a purchase because the reviews for this company from the last months which were when you opened here to now are not the greatest and I will add to themI will do what ever I can to keep buyers from having the same experience I have had and I will go above and beyond to recommend NOT shopping hereThe lack of customer service here is quite eye opening and I have shared your responses to me with othersThank you to the Revdex.com, I appreciate the forum you have developed to make sure that customers are well taken care of as well as taking care of businesses that have done no wrong.
Sincerely,
*** *** *** ***

This is just to inform you that Bobs Furniture has agreed to replace the damaged furniture. NO FURTHER ACTION IS REQUIRED. Thank you!!! Bonnie Nutter

Good Afternoon Revdex.com-
We are very sorry the customer
is having trouble loading the photos. We
would not be able to send a technician to the home for an unrepairable
concern. The only possible means of
offering resolution would be through a photo review.
Sincerely,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

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

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,
*** ***

Good Afternoon Revdex.com,
I feel terrible after reading about this customer’s experience
with usI don't blame our customer 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 our customer and
assure our customer that we would not be continuing to grow if all our
customers were met with so much disappointment during such an important
purchase
We want
customers to love shopping with Bobs, so this report of a disturbing experience
with our Customer Care Associates is a concern we take very seriouslyIt is
inexcusable for anyone to make an agreement with a customer and not follow thru
on their agreementI know it is upsetting when someone who should be serving
you is disrespectful and we do hope our customer can accept our deepest
apologiesWe have begun addressing the obvious coaching concerns brought to
our attention within our staff and will take appropriate action
The
customer’s account indicates that the remaining chairs were successfully
delivered on
We have the
following offers for compensation available for our customer to review:
Option #1:
We will
arrange to have a $Bobs Discount Furniture Gift Card mailed to our
customer (this normally takes approx7-business days to receive from the
date of request)
-Or-
Option #2:
We will
submit a refund request in the amount of $to the customer’s original
method of payment (Financing Account)
Please
ask our customer to review our options for compensation and respond with which
option they would like to move forward withI apologize again that our
customer and their family experienced any inconvenience due to our failures in
care
Kindest
Regards,
Stephanie
*G***
Bobs
Discount Furniture
Customer
Care Corporate Liaison