Blue Ridge Travel

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 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

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,
*** ***

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,
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 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,*** **

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,
*** ***

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

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

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 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,
*** ***

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,
*** ***

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 Afternoon Revdex.com-
We are very sorry for any confusion or miscommunication this
customer is experiencing using the warranty for the merchandise purchased from
Bob’s. I see that this purchase was delivered
on and at the time of purchase, the customer purchased the option
of
Goof Proof Plus.
This protection plan has two aspects. Through Bob’s this customer is covered for a
period of five years for manufacturing defects.
Manufacturing defects must either be verified through a Bob’s technician
visit and report or through the customer submitting photos which are then
reviewed by a staff trained specifically in that area.
The other side of this plan is through a third party
company, ***. *** covers the
merchandise damage resulting from a single accident. Accidental damage must be reported within
thirty days of occurrence and the customer must be able to provide the
necessary details to clearly indicate that this damage occurred through a
single accident or incident and not through everyday use, misuse or abuse of
the merchandise.
The customer has not reported any concern to Bob’s. The customer did report a concern to
***. This claim was denied as the customer
did not report any accident. *** can
only accept claims that are reported as a relatable accident, reported within
thirty days of occurrence
We have submitted a form to have the customer emailed. We ask that the customer reply to this email with
photos of the damaged area so that we can review and see if we are able to
offer any resolution
Kindest Regards,
Tracy S***
Corporate Liaison
Bob’s Discount Furniture

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,
Bobs Discount Furniture is not in possession of any funds
owed to this claimant
Please see the attached (signed by the claimant) document for
reference
Please note that
the cr and order number matches what the claimant has listed in their complaint
to you
The funds were transferred to ANOW (acceptance now) on 02/03/
and ANOW cashed the check issued on 02/10/
Bobs Discount Furniture is unable to address this concern given
the reasons illuminated by our evidence
At this time we consider this a third party claim and respectively
request the claim be closed
Kindest
Regards,
*** ** ***
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 us
I see that this customer has already spoken with my
colleague and it appears the customer will be working closely with Brienne 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 mediation assistance are not
wasted
Kindest Regards,
Tracy S***
Bobs Discount Furniture
Customer Care Corporate Liaison

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,
After several days of searching I was finally able to locate the
customer’s record under the name
‘*** ***’
Please advise the customer to save this cr for all future inquiries into this purchase so that we are able to
assist him smoothly in the future:
cr: ***
He may also want to keep record of his sales order
number: ***
As of now I have created a service order for the
mattress/foundation inspection (Service Order Number: ***)
Currently this is scheduled to address *** *** *** *** ** * *** ** ***,
with a contact phone number of ***
Please ask the customer to contact our Customer Care Office
(###-###-####) at his earliest convenience to schedule this service and /or
make any updates to the address/phone number that may be needed to properly
facilitate this pending service
Thank You,
Stephanie AG
Bobs Discount Furniture
Customer Care Corporate Liaison