Blue Ridge Travel

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
THANK YOU BOBS!  Greatly appreciate your assistance.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
As I said before it is not our problem that the manufactured you pick to work with is not doing business right with you. If you think that as a value customer that had paid their purcahses in full and by the way is pregnan and had to call several times to resolve these issues and did not receive untill now an apology from you, a 75ecars will be enough to make a custoner feel better you are wrong. Yes you have no obligation because our love sofa is in perfect condition  but on the other side you are gonna have our piece sell at the regular price. The ecards and by the they have to be taken in your store  of 75 should be 2 business cards because I made to claims in Novenber from the seats parts and the sofa wood frame part.  I have proof that we sent the pictures in the same month and a representative told us we had a 5 year wood frame guaranty. The delivery fee should be in both claims as well. Seats and sofas if we decided to sell you guys the love sofa. My only request if you guys want me to accept is that I want the guff insurance for free in both of the purchases that I will make. Because on the seats yous guys did not give me the money back for the guff insurance. If this is accepted we will have an agreement. I am a pregnant value customer that had to be in the phone several times and it is not our problem that you guys do not have my sofas available because if you would have them right now we wouldnt  have this problem and even more if you would have resolve my issue on time probably my sofa was still available and this nighmare wouldnt have happend. I had to be all of the holidays with ripped leather seats and a broken sofa because of you guys, and not call no email was sent. 
Sincerely,
[redacted]

Dear Revdex.com,
We are very sorry for the miscommunications. 
The credit for the reselection was already created and posted to the
account.  This customer is able to go to
the store and reselect as soon as they are ready.  Advice the store you have a reselection
credit in the...

system, they will apply the credit as payment on the new
sale.  They will schedule the delivery
and the pick up of this merchandise at the same time, so the customer will not
be without merchandise at any time.  We
hope the customer can find a new set that they will love for many years.
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Morning Revdex.com-
Please pass on our sincere apologies that the
customer has both had to deal with issues with the set and also having delay
and miscommunications. 
 
I see at this time we do have a service technician
set to come out on 3/18/16.  I will
checking back...

on the tech report on Monday 3/21/16 to see if he was able to
adjust the pieces or if he found there to be any manufacturing defects on the
set. 
 
If the tech does find there are any manufacturing
defect that can not be corrected with either service or parts we will be offer
alternative recourse. 
 
SERVICE
POLICY
We
guarantee that our new products will be free from factory defects for one year
from date of delivery or pickup. Our mattresses and motion furniture may carry
additional factory guarantees. You must report any factory defects to our
Customer Care team within one (1) year of possession, and a Customer Care
representative will schedule one of our Service Technicians to inspect the item
and service it to factory standards at no cost to you. If the Service
Technician determines that the factory defect is not serviceable, we will
replace the affected item, one time. If the item is no longer available, you
may reselect to other merchandise or we will refund the purchase price. In the
event of a reselection we will charge or credit you for any price difference
between the original and the re-selected item. Merchandise purchased from our
“Pit” or Clearance Centers that is not brand new/factory fresh is excluded from
these factory defect guarantees. Normal wear and tear or customer-caused
problems are also excluded. Service can only be provided within our serviceable
area to the original purchaser as stated on your sales receipt.
 
Kindest
Regards,
Tracy
S[redacted]
Corporate
Customer Care Liaison
Bob’s
Discount Furniture

Mr. Madden,I understand this may not be the response and/or recourse you were hoping for. If your dispute is that goof proof should cover the damage that is directly related to the nail polish, then I would suggest that you file an appeal with Guardian regarding the denial. Bob’s and Guardian are two different companies. Cracking and peeling is NOT a defect; based on the material composition and construction of bonded leather (Scraps and fibers left over during the production of natural leather items that have been blended with plastics and attached to a hard-fiber backing is known as "bonded leather), cracking and peeling an occur, especially in furniture that is several years old. Because the cracking and peeling is only in the area where the nail polish/remover was applied- this further supports the fact that the damage is unrelated to a defect. Do you have any recent pictures of the furniture before the accident? The recourse I offered was a gesture reflective of our goal of standing behind the products and services we offer.  Since you remain dissatisfied, I would like to present one final offer, which allows you to keep the sofa set and we will issue a gift card ($500.00) equivalent to half the value of the original purchase price.I hope you have a better understanding of our position.  Thanks[redacted]

Good Afternoon Revdex.com-
We are sorry that the customer does not accept our
explanation. 
We have attached the product description from the mattresses
the customer purchased.  It clearly shows
the “cover” that the customer is referring to is part of the mattress.  The extra cover sent to the customer was not
part of the order the customer placed. 
It was the store trying to get them a better deal.  The customer remains dissatisfied. 
As this customer is within the comfort reselection period and
there was an error in the sale we can offer to pickup the mattresses for a full
refund of what was paid.  The return has
been written and the customer can call to schedule the pickup for refund at
their earliest convenience.  They would
need to have the original credit card used on the purchase.   For security purposes we do not have access
to the entire card number.  The store
does have a secure line or the customer can stop by any Bob’s store to have the
card swiped in store and schedule the pickup.
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com,  
We are sincerely sorry for all of the
issues that this customer has had to endure through this process.  This is not the typical Bob’s customer
experience.  If it were, we would not be
growing at the rate we are.  For this
customer we are sorry that the purchase has not been an enjoyable
experience.  It is obvious due to the
multiple issues; this customer has lost faith in us.
At this time Bob’s has completed the delivery and exchange
process for this customer.  We would like
to offer as final compensation to refund the customer $229.99 to the customer’s
Wells Fargo account.   This does not
refer to or have any bearing on the property claim that is still pending
through [redacted]. 
Kind Regards,
Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com-
We can certainly understand the customer concern with having
it cleaned.  As I stated on my reply, we
normally would have the carpet cleaned and if that did not work, then we would
look at replacement.  We understand the
customer is frustrated with the process but this is in the hands of the manufacturer’s
insurance company to resolve.  Bob’s is a
retailer.  We do not manufacture the
merchandise.  We do have contracts with
the manufacturers that they are responsible for damages that have been verified
as caused by their products. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com,
We are very sorry that the customer doesn’t accept our
offer.  This was offered as an extreme
courtesy.  We are under no obligation to
exchange the piece.  The policy is very
clear that all accidental damage claims must be called into [redacted] within
thirty days.  If the customer calls
[redacted] and reports that there is damage that they don’t know how or when occurred,
this does not follow their plan guidelines. 
We would expect that any consumer purchasing any protection plan would
familiarize themselves with the plan that was purchased.  Our offer stands for the exchange of the
glass table top.  The piece will be
available for the customer to exchange in store 12.15.16.  We hope that they will reconsider the
offer. 
Kindest Regards,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Good Afternoon Revdex.com,
Please pass on our sincerest apologies to the customer for the concern they
have existing. The customer signed an agreement with an entirely separate
company from Bobs Discount Furniture – the agreement that the customer is
referring to signifies that it belongs to...

the *** *** *** – not Bobs
Discount Furniture.
I can confidently state that this type of agreement is commonly reviewed with
an *** *** Representative and signed with an employee from that company
directly. We do not train our sales professionals or customer care agents on
the inner workings, terms, or conditions of this contract as it is a document
that our company is not authorized to manage, update, or change in any
way.
Our records show that the furniture purchased was delivered on May 25, 2016 and
we were made aware of damages.  We
completed an exchange and service on July 28, 2016.  We have not been made aware of any issue
following those actions.
We are unable to approve a return of this merchandise or arrange for a refund
of monies that the customer has been paying to the *** *** ***
directly.   Only *** *** can approve any pickup, as it is their contract.
Kindest Regards,
Tracy ** S***
Bobs Discount Furniture
Customer Care Corporate Liaison

Good Afternoon Revdex.com- Due to the nature of this complaint, we have reached out to the customer directly to request photos of the concern the customer is reporting.  We ask that the customer follow the instructions on the email and send photos of the area of concern.  We thank the Revdex.com for...

giving this customer a way to reach us on this issue.  Sincerely, Tracy S[redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Good Afternoon Revdex.com-
Pet damage from bodily fluids is covered under the
policy.  That is considered
accidental.  Pet damage from nails and
teeth  has never been covered under the
plan.  We are very sorry.  This is not a manufacturing defect.  It is damage that was caused in the home and
is not covered. 
Sincerely,
Tracy S[redacted]
Corporate Liaison
Bob’s Discount Furniture

Complaint: [redacted]
I am rejecting this response because: as far as I have seen there is absolutely nothing to show that this will be resolved. Numerous times I have been told somebody will call or the situation will be resolved. Until I talk to somebody that has an actual plan outlined or see something that resembles a competent company I will not be accepting any resolutions. The problem has not been taking care of on any level and the company continues to be rude or unreachable. 
Sincerely,
[redacted]

Good Afternoon, I sincerely apologize for the inconvenience the availability of your part order has caused you. I can understand your frustration.   I truly wish we could get this merchandise to you sooner than the current planned date of February. Parts are ordered directly from the...

vendor, they are not something we keep in stock.  This particular vendor does have an estimated ship time that is a little longer.  As we do not manufacture merchandise ourselves, we are forced to rely on our vendors to ship parts when necessary. Again I truly apologize for the inconvenience this experience is causing you and that you are forced to wait on the furniture you purchased to again be perfect. If there was anyway to get the parts to you sooner, I assure you that we would take that route immediately. It is certainly not our intention to advise you on an estimated date and have that date come and go without the parts.  When we place a part order, the vendor advises us when they plan to ship.  If they are not able to ship at that time, or the parts get caught in customs there can be delays.    Kind Regards, Tracy S[redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here...

Good Morning Revdex.com,
Please pass on our apologies for the processing error that has caused our
customer to experience such a tremendous amount of failure from us. The
customer’s merchandise was purchased in 2011 therefore the item is out of
warranty with us directly however the customer is...

completely accurate in
stating that they were approved for two (2) seat replacements and not just one
(1).
I was able to locate the original documentation that indicates the initial
order was intended to be for two seat casings and I truly apologize to our
customer that they have been met with any hassle in seeking their second seat.
I am unable to order the casing and core separately as the vendor only
offers the two parts as one. I have placed the order for the additional seat
casing/core for our customer (Service order number: [redacted])
and the current anticipated arrival time is late May of 2016.
Kindest
Regards,
Stephanie
** G[redacted]
Bobs
Discount Furniture
Customer
Care Corporate Liaison

Good Afternoon Revdex.com- We are very sorry that the parts from this vendor take longer than other manufacturers.  While we can sympathize with the delay in the part order, we are not able to offer any other resolution.  This was already offered as a courtesy.  Sincerely, [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
The exchange should have happened from the beginning.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
After sending letters to Bob's CEO and ALL IT'S BOARD MEMBERS at their homes as well as this complaint. I received a call from the CEO'S office scheduling a tech for this Saturday and assuring me that they personally will monitor this and guarantee this appointment will be kept. I'm just sorry I had to go to such lengths to have this resolved.
Sincerely,
[redacted]

Good Afternoon Revdex.com,
Please pass on our sincerest apologies to the customer and their in law
relative for the concern they have existing. The customer signed an agreement
with an entirely separate company from Bobs Discount Furniture – the agreement
that the customer’s relative is referring...

to signifies that it belong to the
Acceptance Now Company – not Bobs Discount Furniture.
Having been a sales person myself I can confidently state that
this type of agreement is commonly reviewed with an Acceptance Now
Representative and signed with an employee from that company directly. We do
not train our sales professionals or customer care agents on the inner
workings, terms, or conditions of this contract as it is a document that our
company is not authorized to manage, update, or change in any way.
Our records show that the furniture purchased was delivered in
August of 2015 and we haven’t been made aware of any damages to the furniture
or defect concerns since delivery.
We are unable to approve a return of this merchandise or arrange
for a refund of monies that the customer has been paying to the Acceptance Now
Company directly.
Kindest Regards,
Stephanie ** G[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison

Dear Revdex.com,
We are very sorry that the customer had issues having the set delivered.  The customer has chosen to create a new
order, for a similar set, that has already been delivered.  The store waived the delivery fee as a
courtesy to the customer for the previous issues. ...

That is the maximum we offer as compensation. 
 
Kindest Regards,
                                        ...⇄ /> Tracy S[redacted]
Bobs Discount Furniture
Customer Care Corporate Liaison