Blue Ridge Travel

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

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

***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

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***, 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,*** **

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 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

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 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

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: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,
*** ***

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,
*** ***

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 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

Complaint: ***
I am rejecting this response because: The company did not offer a full refundI was not even offered any store creditI would like a refund or store credit
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 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: The roaches were found within an hour of the sofa being dropped off and were found in direct vicinity of sofaHave spoken to neighbors at recent association meeting and not one has eveer seen a roachThere are also multiple reports of these roach infestations happing with other BOB's clientsYes the sofa does come plastic wrapped buit it is thought the nests arecreated in the factory and adher themselves inside the sofa before they are wrapped - the wrap essentially traps them inside until they are brought into a customers home
Sincerely,
*** ***

Good Afternoon ***,
I apologize for any confusion you may have been left with
after our service technician left your residenceI further apologize for any
miscommunication we may have given you that led you to believe you would be receiving
email follow up on the status of your
purchase part order
At this time your account reflects that we placed the
purchase order with the overseas manufacturer on (The Monday after receiving
your payment on 6.12.2015)This is a manufacturer that will only ship goods by
ocean container therefore the estimated timeframe for shipment completion is approx
10-weeks beginning from the date the part is orderedYour part order is
currently slated to arrive towards the latest part of that estimate and is
showing us an early October, arrival periodI have included a print
screen of the part order (attached document) per your request for confirmation
The reason your claim was not covered under the Goof Proof
Plus Protection Plan was because our factory trained technician did not determine
the concern to be the cause of a manufacturing defectThe report we were
provided with denotes that the seating of the chaise was showing signs of
wear and tearThe Goof Proof Plus Protection Plan is intended to offer
coverage against accidental damage like stains and manufacturing defects, the
exclusion of wear and tear is also listed under our ‘Service Policy’ via
your original sales invoiceWe have taken the appropriate steps to address our
technician internally regarding the allegations of service result verification
you cite you were provided with
I apologize to you again for any frustration the
wear/tear concern has caused you and for the extended shipping time associated
with this specific vendorIf you still maintain feelings of dispute against
our technician’s results, please send thru a minimum of color photos of your
furniture and its concern - via this Revdex.com channelI will review these photos
with our technician’s manager and see what, if any, further recourse may be
offered for resolution
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Ms***,Thank you for choosing Bob's Discount Furniture for your home furnishing needsI apologize that the furniture has failed to meet your quality expectationsYour Revdex.com complaint has been reviewed by a member of our Corporate Consumer Liaison teamAfter researching your account
and understanding your dissatisfaction with the product, a return order was entered into our system allowing you to return the furniture for a refund, less the delivery fee. The representative called you on June 26, and left a voicemail message asking that you return the call to schedule a pick up date; Within 10-days after pick up we will issue the refund.Thank you,*** **