Blue Ridge Travel

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

Complaint: ***
I am rejecting this response because:We are no longer interested in working with the vendor for a replacement productAll photos were previously submitted to the vendor's CSR who refused to provide a replacement
Sincerely,
*** ***

Good Afternoon Revdex.com-
We are very sorry for the delay in having this
rectified. We do see that this was escalated
and the customer did receive a reselection credit. We ask the customer to reply back if there
are any other concerns
Sincerely,
Tracy S***
Corporate
Liaison
Bob’s Discount Furniture

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

Complaint: ***
I am rejecting this response because:Hello ***, I appreciate your response, but you missed more than half of my point that being that your customer service department is horrendous I was promised the part repeatedly (literally at least times)--how did people not know it wasn't coming in?? The waiting time on the phone to even get to a customer service person is unacceptably long AND when your customer service people PROMISED to call me back, they did not!!!Yes, I am very disappointed that I can not use my recliner, but the service has been more that terrible!!!
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 outcomeIt appears we are waiting on a third party to
inspect the home and the piece
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 Morning Revdex.com-
Please pass on our sincerest apologies for the
inconvenience the multiple deliveries and damaged product continues to cause
our customerWe can certainly understand the customer’s frustration and
acknowledge the reasons why the customer feels they are owed
something
additional after their concerns have been resolved
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 usAs
the retailer we have taken full responsibility for the damages that may have
occurred at the factory overseas or during the extensive transit the
merchandise endures prior to arriving to our customer
We currently have a service for the island on to resolve the remaining
cosmetic concern with this merchandise
We have continued as a business to address this individual’s concern the moment
it is presented to us and work out of our guidelines because we realize
the level of dissatisfaction this consumer is emulating as a result of our
failuresWe do not normally allow this many attempts for the delivery, the
store has worked outside of policy in allowing these multiple attempts
At this time we are looking forward to completely resolving this customer’s
concern on and should the customer be seeking an apology from us they
will be able to speak with our Customer Care Office after the service is
completed. We will review the account
and determine what compensation is warranted.
We do not offer compensation based on lost wages, as our compensation is
required to be fair and even for all customers.
We do offer compensation in the form of a Bob’s Discount Furniture Gift
Card
Kind Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison

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

Dear Revdex.com, Please pass on our deepest apologies for any inconvenience we may have caused this customer during their delivery experience with usI see that this customer has already spoken with my colleague and it appears the customer has been working closely with Rowan 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 Tell us why here

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

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 Jenn to rectify the situation and reach
a satisfactory outcomeThe pickup is scheduled for 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 Tell us why here

Complaint: ***
I am rejecting this response because:Bob's Discount Furniture wants me to bring in the glass table top and pick up a new one I paid for the Goof Proof repair plan and they do not want to honor it The salesman didn't advise me of any stipulations in the plan
Sincerely,
*** ***

Good Afternoon Ms***,There are a few part order updates noted on your account, many of which are calls you initiatedI apologize you did not receive the courtesy of follow up calls, as expected and promised by various representatives. Since the part is being shipped directly from the manufacturer which is located overseas, there can be delays that are beyond our controlI understand the inconvenience this causes you however, we are at the mercy of the manufacturer and we share the same frustrations. I assure you that we will install the part and get your recliner functioning as soon as possible.I apologize for the service you have received; I have entered your information on my calendar, reminding myself to check your order every couple of weeks

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,
*** *** *** ***

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,
Please pass on our deepest apologies for any frustration the
customer has been met with while working with the Guardian company to report
the listed concernsBobs Discount Furniture offers the best protection plan available
in our industry and we stand behind the
value of the Goof Proof and Goof Proof
Plus Plans
I have left this customer a voicemail message this afternoon
(7.08.2015) with my direct contact number (***) requesting a call back
at their earliest convenienceI look forward to speaking with this customer
and working to resolve their concerns in the most fair and adequate manner
possible as their account currently shows no record of speaking with Bobs
Discount Furniture directly to seek resolution 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 me I spoke with *** at the customer service number this morning at 8:and have scheduled a pickup of the mattress, box spring, and frame on Thursday, August 13th I agree that the original delivery fee still stands, but I authorize NO pickup charge for this mattress/box spring/mattress I will contact the customer service line next week to assure that a credit is issued to the credit card to which the purchase was originally made. Credit which I should be issued is for the mattress/box spring/frame ($+ $plus applicable sales taxes)
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I will never use Bobs Furniture and will make sure to tell everyone I know not to use them if I don't get anything for my problems!
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: It is not a simple task to contact customer careI don't have minutes or more to wait to speak to an agentI don't have the time to also wait to speak to a customer care agent only to have someone pick up the phone and then hear the dial toneLastly, I don't have time to speak an agent named Stephanie ID number *** who advised me that this situation would be remedied on Saturday August 13, only for no one to show up at my homeI also don't want to deal with poor customer service like with Stephanie's manager, Dailia, who refused my request to speak with herI need a number to speak with someone directlyI have had the absolute worst customer service experience with Bob's and want this situation to be remedied as soon as possibleI have even tried contacting the sales woman who sold me the bedroom set- Luz Rivera- and have been on hold so long that my call was re-routed to the agent who answered my call at the storeSo, please provide me with someone to speak with directlyAs I have been unsuccessful in speaking to a customer service rep repetitively.
Sincerely,
*** ***

Good Morning
Revdex.com,
I am so
sorry to learn of our customer’s poor experience with this purchaseI can only
imagine how frustrating this has been for our customer and completely
understand their position at this point
As a
retail chain, and not a manufacturer, we have little control
over the
availability of some productAs this is a shipment our inventory system
clearly expected in sooner there is always the chance that the overseas
shipping container will make it to our Distribution Center sooner than the
anticipated date we have right nowPlease pass on our sincerest apologies that
we haven’t been able to deliver this purchase as advised to our customer and as
we have disclosed the merchandise will not be made available to us to deliver
to the customer prior to the middle of November
We have
the current options available for recourse in relation to this customer’s
concern:
Either:
To go into a store location and see if there
is a similar item available with stock on hand so there is no delay in delivery
To wait for the exchange of the item the
customer initially purchased with the understanding that the tentative stock
date would be on or about and we will credit 10% of the customer’s
merchandise purchase price plus the delivery charge after the delivery has been
successfully completed to the customer, this would be a store credit of $67.89Or a return of the chest for full refund of the
customer’s order
Again I
do hope the customer can accept our most sincere apologies for what has
occurred; it was never our intention to communicate any delay in shipment or
disappoint our customer
Best
Wishes,
Tracy
S***
Corporate
Liaison
Bob’s
Discount Furniture