Blue Ridge Travel

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,
*** ***

Good Afternoon Revdex.com,
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 (*** *** ***
In an effort to ensure our
customer’s claim was handled fairly I was able to
obtain the denial reasoning in reference to this claimI have also attached a copy of the Warranty
Card the customer received from *** after purchase and a copy of our *** *** handout the customer was given at the time of purchase. This shows what is covered under the
insurance policy they purchased and the company’s guidelines for claims. *** is a third party insurance
company. Like any other insurance policy
they accept claims that are submitted with when the damage occurred (within
days of being reported) and how the damage occurred (to show that it was an
accident and not misuse)
*** has the right to deny claims for coverage under their own guidelines
and has presented enough evidence to us to support the claim being denied
While we truly wish we could, we are unable to force another business into
overturning a claimThe customer
reported that they did not know how this damage occurred that it may have been
the dog jumping on it. By ***’s
guidelines this is not a verifiable accident.
It is a preventable incident
Bobs Discount Furniture’s responsibility under the *** *** Plus Plan
purchased relates to concerns of manufacturing defects (this is outlined on
several pieces of documentation provided at the time of sale). If this is damage along the seam we can offer
this customer a courtesy service and have one of our technicians come to the
home to see if they can close the opening.
If this customer can submit at least photos of the damage, one close
up one a few feet away, we can determine if a tech can repair
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, I was recently contacted by someone from headquarters and they have successfully helped me with my problem.
Sincerely,
*** ***

Good Morning Revdex.com,
Please pass on our sincerest
apologies for the inconvenience the delivery experience caused our customerWe
can certainly understand the customer’s frustration and acknowledge the reasons
why the customer feels they are owed something additional after the completion
of their delivery
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 usWhile it is not procedure to so we do recognize that
we have failed our customer and we are willing to make an exception in this
case to work above our compensation guidelines and policies
At this time all deliveries have been completedWe would like to
extend our offer for a refund of the delivery fee ($229.99) plus an additional
ten percent refund on the bed that the customer had to wait on multiple
deliveries ($79.99) as a final form of our apologyPlease advise if the
customer accepts this offer I will process the refund to *** ***. I will email a copy of the refund paperwork
directly to the customer at the email address on this complaint as well as the
email address on the customer’s account.
*** *** does take two billing cycles to post refunds to an
account.
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Corporate Customer Care Liaison

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

Good Afternoon Revdex.com- We are sincerely sorry that there was a delay in the delivery being completed. We do see that at this time, the delivery has been completed and the customer has been offered and accepted compensation. We thank the customer for bringing this to our attention.
Sincerely, Tracy S*** Corporate Liaison Bob’s Discount Furniture Tell us why here

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meIf at all possible, I would like to request an email from the manufacturer with the estimated shipment date OR an email when the cushion cores have shipped, so that I can prepare for the delivery
Sincerely,
*** ***

Good Morning Revdex.com-
We are very sorry that this Mason sofa did
not live up to the customer’s expectationsWe do show that the service the customer is
referencing did occur in March and the customer called in to report the
loose arm in November 2016. In the eight
months between
the part installation and the customer reporting to us the
concern no issues were reported on the piece.
There are many ways arms become loose in the home, pulling the sofa to
clean and sitting on the armrest are the most common
In an extreme effort to meet this
consumer’s demands for resolution we will make a one time only courtesy offer
for resolution (listed below)Should the customer wish to accept this offer
they are able to answer the Revdex.com back that it is accepted and the reselection
will be created and made available. The
technician that was in the home deemed the piece was showing
wear for a piece in the home being used for about a year and a half
Courtesy Offer for Resolution:
If the customer would like to reselect to
a different sofa we will provide a credit (store credit) of 80%This 80% will
be based off of the original cost paid for the sofa only, this will be a store credit
of $plus taxesAs with all courtesy
reselections the customer would be responsible for the new delivery feeWe will pick up the Mason sofa the day the new
merchandise is delivered.
Kindest
Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Complaint: ***
I am rejecting this response because: I believe that Bob's should compensate me financially to return to the defected piece of furniture as I had to drive over hours total to pick it up from the warehouseI can not spend another hours to return the item that I paid fully for but I can not even use because it is broken when I opened the boxIf I can be compensated for the time, gas, wear and tear of my vehicle, then I will gladly return this broken furnitureI still have not received the part and I have not gotten any update from Bob's regarding this and we are well into the third month with out moving forwardI initially was in agreement with having the furniture fixed but the wait has been too long and I can not even use the furniture for the reason I bought itI don't think it rightAt this point, I just want this item returned.
Sincerely,
*** ***

Good Morning Revdex.com,
We are sincerely sorry that this
customer is experiencing issues with the merchandise that they purchased from
Bob’s. Because this customer chose to
pick up the merchandise from our distribution center instead of having our
professional delivery teams
assemble, we would have to send a technician to the
home to ensure the pieces were properly assembled
I have attached a copy of the *** *** insurance that the customer makes reference to. This policy covers the customer for five
years from accidental damages to be reported to *** and five years for
manufacturing defects to be reported to Bob’s.
Submitting a claim to either company requires due process. There is nothing in this insurance policy
that allows for a customer to have a return or reselection without it falling
into either a qualifying accident or a verified manufacturing defect. We certainly apologize if there was any
misunderstanding
The customer is set up for a
mattress reselection, at 100% of what they paid originally. This customer is also set up for a technician
to visit the home on 4/2/to make a determination if the issue with the sofa is assembly, a
manufacturing defect or up to standards.
Kindest Regards,
Tracy S***
Bobs Discount Furniture,
Corporate Customer Care Liaison

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. The customer has accepted our offer and will reply to the Revdex.com mediation service with their decision. We thank the Revdex.com for bringing this to
our attention We are sincerely sorry this was not immediately taken care of for the customer. 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 experience with us
Regretfully I am unable to locate any account information that matches this
consumer’s complaint within our internal records
I have looked under
the name, phone number, email address and address provided
here and am not able to locate any account that matches.
We respectfully request the consumer verify the invoice number (order number)
associated with their purchase so that I can proceed in assisting on this
complaint further? They can locate this order number via the sales
receipt provided at the time of purchase
If the invoice number is unavailable please ask if the
customer can provide the original delivery address for this merchandise or any
alternate phone numbers that may bring up their account records
We ask that the customer responds to us thru this Revdex.com channel so that your
efforts in mediation assistance are not wasted
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com-
We are very sorry that this set did not
live up to the customer’s expectations As these are not manufacturing defects we are
not obligated to make any offer of resolution In an extreme effort to meet this consumer’s
demands for resolution we will make a one
time only courtesy offer for
resolution (listed below)
Should the customer wish to accept this offer they
must first accept through the Revdex.com mediation site to release the credit. They are then 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 table and chairs only As with all courtesy reselections the customer
would be responsible for the new delivery fee
Kindest
Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison
Tell us why here

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***Bob's came to my home again today 3/15/3rd time without fixing the problem without the correct part for the Sofa and their customer service person Mellissa started that the previous reports did not state that the sofa needed a MOTORThey continue to lie about getting the correct part for this Sofa while this is the tech that came out to the house and unable to fix the problemI spoke with Tech Dany T*** who started that the chair is under manufacturing Warrant and therefore there should not be a problem to fix however this is the attempt of incompetence I have ever seenI would like my money back and the sofa out of my house.Melissa from customer service stated that the part available and will take another daysI asked for someone to pick up the mechanism that they delivered to my home and was told that they will pick up the big box from my living room on 3/18/The motor will be *** to my home within 5-day because the part is available and will be shipped todayI asked to speak to her supervisor and was put on hold from 10:to 11:and had to hang the telephone up because I knew that they were avoiding meThey do not stand behind their products because this will be months since purchasing the Sofa and only able to use it for one month. After 1/hour Courtney came to phone, she was the most helpful so far but cannot do anything about the issue

Complaint: ***I am rejecting this response because:Unfortunately, no price was given to let me know how much the seat cores will be. I am not agreeing to anything without a price. I still do not feel that this is my responsibility to pay for these items. Even to cover half of the cost. If the cost is not that high, Bob's should honor their product and warranty and cover the cost of seat cores. Again, I'm not asking for the couch to be replaced or for all of the seat cores to be replaced. Just the seat cores on the sofa. The couch is only years old and the seat cores since they've already been replaced onceIt is unfair that there was the warranty was not better explained. When I purchase I was told I was covered for this. The sales rep made it seem as if this is covered for the full years. When I called to see if I was still covered I was told that I was. The technician also said that I was still covered for this. I would not make a big deal if I was on the phone when I called to make the appointment that I was not covered. I would have never had a technician come to my house to assess the couch. It was a waste of my time and the Bob's/technician's timeAlso, I received a phone call with a survey and was told I would receive a phone call within 24-and never did. I complained on Bob's facebook page and was asked a good time to call which I replied to with the time to call. Again no phone call receivedSincerely,*** ***

Good Morning ***,Thank you for choosing Bob's Discount Furniture for your bedding needsI apologize that the two mattresses you selected have failed to meet your comfort expectationsOur sales associates can only suggest mattresses based on the information you provideAll of our bedding is
displayed on the showroom floor for each customer to try outBob's Discount Furniture understands the importance of a good nights rest; we offer our comfort guarantee to each customer purchasing new beddingThe comfort guarantee allows you to return one mattress for a refund or store credit, after days of use if you find the mattress to be uncomfortableSince you have already utilized this option, I am unable to honor your request for a refund. The mattress you selected is indeed firmWe ask that you allow enough time for your body to adjust to this new mattressWhile we are unable to offer recourse for your comfort related concern; you can rest assured that we will honor the non-prorated manufacturer warranty in the event of a defect.MATTRESS SATISFACTION POLICY Our goal is to do our best to ensure that you are happy with your mattress purchaseIn the unlikely event that your mattress has a factory defect, we will replace it during the stated manufacturer's warranty periodIf you are unhappy with the comfort of your mattress after having slept on it for thirty (30) days, please call our Customer Care Center at (*** within sixty (60) days of your delivery and one of our representatives will arrange for you to make a onetime re-selection on your mattress onlyFoundations within the same manufacturer are not included in our Comfort Assurance PolicyWe will charge or credit you for any price difference between the original and the re-selected mattressesCredits will be issued based on the original method of payment via the guidelines stated aboveWe will charge you our prevailing re-delivery fee to cover the costs of delivery for the re-selected mattress and piof the original mattressIf you do not re-select another mattress, we will refund the full purchase price less our prevailing delivery feeThanks*** **

Good Afternoon Revdex.com,
The fact remains that microfiber just doesn’t “dissolve” on
its own and these markings are a clear indication of customer caused or
environmental damage after a lengthily period of ownership
In an effort to satisfy the customer as a one time courtesy
and because Bobs really does care about all of our customers, we will allow the
customer to use the ‘one time replacement option’ available thru the protection
plan he purchasedThe consumer must understand that in accepting this option
the original plan and its benefits have been fulfilled and a store credit for
the merchandise (what was originally paid per the sales invoice) and new
delivery fee will be uploaded to the customer’s account electronically
We do expect to remove the current sectional pieces
the customer maintains in their home on the same date they schedule to have the
newly selected items deliveredWe will not making any offers on the storage
ottoman associated with this original purchase as there have been no concerns
reported to us regarding this ottomanWe are working far beyond proactive
policy and process in an effort to satisfy this individual at this time
If the customer responds as ‘satisfied’ I will create the
necessary paperwork approving this extreme courtesy offer and the credit will
be available to the customer for use within any of our show room locations
Kindest Regards,
*** ** ***
Bobs Discount Furniture
Corporate Customer Care Liaison

Complaint: ***
I am rejecting this response because: Customer service personnel was unresponsive to our request for delivery/replacement and repair according to buildings time frame for deliveries and repairsThe building has a 9-policy for all contractors and when the replacement of damaged sofa and repair/touof bookcase was done at am we were advised that times could not be changedWhen the repair person came to touch up the entertainment unit,he declared it repairableThis should have been noted when original delivery was madeBecause of this ,I was forced to take additional time off from work and rearrange my meetingsThe finishing on the entertainment unit shouls never have passed quality control as many areas of the unit were not painted and poorly finished
Sincerely,
*** ***