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’s concern has been addressed by Brienne to rectify the situationThe refund has been released to the customer’s credit cardWe 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 [redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Complaint: [redacted] I am rejecting this response because:Both issues were reported to them at the same time The damage was found when the person was inspecting the foundation, which was not moved since the install The foundation was damaged either prior to arriving at out house or when the delivery persons put it in the house.This company has no communication skills and does not want to take any responsibility for any of the issues They could have at least responded to my house to see the damaged foundation, and they wouldn't even do thatRegardless of the first issue being their fault or not, the damaged foundation is still on themWe have no use for them, and that was why we were putting the review on the Revdex.com site, so that other consumers are aware Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:Thank God they were not Bedbugs but another type of bug that infests in the wood for long periodsI do not agree with your statement that it was delivered brand new from the manufacturerWhen the mattress was deliveredit was removed out of your truck and placed outside on the street leaned up against a car, while the delivery person came inside and set up the bed frameIt was NOT sealed in a plastic bag as was the mattress when it was brought into my homeEnclosed please see the attached report from the exterminator which cost me $My whole bedroom had to be fogged with chemicals as they have been living inside of my foundation for quite some time now and just beginning to hatch and multiply These were Carpet beetles that were infested inside of the wood of the foundationI still have to have the Carpet steamed and wait additional days to have a followup call This Mattress and foundation were HAULED AWAY for Health reasons and I DO NOT have any mattress in my home to sleep on I am sure you understand that this was a very huge inconvenience I have no funding available as I am a single mom to go purchase ANOTHER mattress any time soonI am sure that if it was you dealing with this issue you would not make payments on a mattress that you DO NOT OWN any longer and you would expect to be fairly compensated in a decent manner Sincerely, [redacted] ***

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 [redacted] 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, [redacted] [redacted] 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 Our tech took photos of the chairs in the home while completing the inspection The damage to one chair seat is obviously not a manufacturing defect If it were, all the chairs would be showing the same concern We have attached a photo of the damaged chair and one of the other chairs We have also attached the [redacted] Plan which lists what is covered and what is not This is not the result of a manufacturing defect We would not be able to offer any other resolution other than the new seat Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com, As stated in my response, we will honor this customer’s request for a refund I offered the customer the choice to proceed with the new sale, or to cancel the new sale, and schedule a return for refund The customer can call into customer care to advise that is how they would like to proceed The dust cover is torn on the pieces in the home, this is not structural damage It is purely cosmetic We apologize that the customer was not happy with what was delivered Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com- We are very sorry that this sofa did not live up to the customer’s expectationsWe were able to review the photos sent in by the technician with the Service Manager We believe it appears from the photos that the piece has dried out That can cause leather to crack, like all skin it needs to be conditioned Due to the piece only being a year and a half in the home and the amount of damage visible we will offer a resolution to this customer 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 sofaT [redacted] protection plan does allow for a one-time replacement which fulfills the plan We will waive a new delivery fee for this customer If this customer would like to accept this offer, please do so through the Revdex.com mediation site and we will create the paperwork This would give this customer a credit for reselection of $The customer would then go to the store, let them they have a reselection credit, pick out new merchandise, the store will apply this credit to the new sale and schedule the delivery of the new merchandise with the pickup of the [redacted] Bob sofa Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because: They are not admitting to what they actually didBelow is a step by step of what happened, they are trying to say we didn’t try the mattress the full days We went in and picked out a mattress based on what we laid on and liked What we received was not the mattress we picked out, we found out afterwards that is was a newer model that was MUCH firmer and they failed to tell us this when we complained to customer care After complaining enough they agreed to let us do an exchange but had to pat another delivery fee When we went to pick out a new one, we first went in as a new customer looking for a mattress, the sales woman was nice and showed us around, when we came to the mattress we originally bought is had a clearance sticker on itAt this point we told her the real reason why we were thereShe said “ oh, they must of shipped you the newer model which was MUCH firmerAt this point it was clear that Bob’s was completely dishonest and failed to tell us the truth on what was truly shipped, but was very good at telling us how bad of a customer we were and failed to give it the required time to brake in We were under a tight time line because I was having MAJOR BACK SURGERY and need the right mattress, not a mattress that was so firm it was like sleeping on plywood To us they did a “bait and switch”We bought one mattress and they shipped us a different one based on the firmness and comfortability The store manager waived the 2nd delivery fee after knowing the full story, In fairness it was their fault we were sent the wrong mattress and that is why we want the difference in price waived, not offering half offering the first delivery fee credited If you read their response, they NEVER ADMITTED TO FAILING TO TELL US THEY SENT US A DIFFERENT MATTRESS BASED IN THE “FIRMNESS” Most good companies pay for their mistakes, Bob’s must not want to be a leader in this marketBe honest, own up to your mistake, apologize to your customer and waive the differenceThey are still blaming us and not admitting to shipping a different mattress.What do we have to do to make this right? I will do whatever it takes till they own up to their mistake, blaming us and treating us poorly on the phone Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:As explained to the Manager of this location, my wife was sold a floor model When asked if anything was wrong with the marked down merchandise, the sale's repassured her that nothing was wrong It was explained to my wife that the only reason for the mark down was due to the item being discontinued When I picked this item up, it was already wrapped I was unable to inspect it, but dealing with Bob's many times before, I trusted nothing was wrong This item was being stored on its side which may have had something to do with the current condition The manager offered me a service that requires an out of pocket expense I do not think that I should have to pay for a repair on a brand new item In addition, it is not like I am looking for more credit, a free item, or free service...I offered to buy a brand new model which is valued at more than twice the amount of the current damaged model!!! It is obvious they do not want this damaged piece back because they finally sold it to a "sucker"!!! Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: It took that long for my granddaughter to start getting bit by the bed bugsThey are isolated to the chair and the professional exterminater said they are from the chair and were still in therehe has been to my house every weeks since dec and is still finding them in the chairnot in my bedroom or anywhere else in the househe also said he would write a statement saying that and has been in business for yearsI want the chair refunded to me and If possible I want reimbursed for the price of the exterminater of I am a senior citizen on disability and social security and don't appreciate it I also have proof from my granddaughters doctorssomething has to be done about this for I am not rich and went there to buy furniture and got the screws put to methank you Sincerely, [redacted] ***

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, [redacted] [redacted] 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 submitted photos of the concern they were having with their performance fabric sofa and loveseat The pictures, attached, show scratches in the material The pieces are not leather, they are fabric The lines in the fabric are straight, consistent with scratches We are very sorry, this damage is not consistent with a manufacturing defect We would not be able to offer any resolution on this damage Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

It appears the company is not going to help make this rightA major company should be able to help with the purchase of a new mattressThey certainly have the money to spareI don't want to click "accept response" because I think it is unacceptableBut I'd like to know what the next step isComplaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

Good Morning Revdex.com- We are very sorry that this chair did not live up to the customer’s expectations 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 contact any of our stores for reselection or exchange 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 chair or receive the same chair again we will provide a credit (store credit) of 100%This 100% will be based off of the original cost paid for the chair Please see attached copy for your recordsKindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Good Morning Mr***,Thank you for choosing Bob's Discount Furniture for your bedding needsI apologize that your experience was less than acceptable; your satisfaction with the products and services we offer is our ultimate goal.As an added incentive, we offer to remove old bedding with the purchase of new beddingIn the event the old bedding is severely stained with bodily fluids or otherwise or infested with any type of bugs, our drivers reserve the right to refuse to handle and/or remove the bedding from your home I apologize if this was not explained to you previously as it appears that the situation may have been mishandled on both sidesI understand your expectations and apologize that we failed to satisfy them.The delivery fee covers the delivery, setup and removal of old bedding; while we are unable to refund the full delivery fee I will happy to refund $or issue a $gift card.Bob's Discount Furniture appreciates your business and apologizes for any and all inconvenience we have caused.Thank you, [redacted] **

Good Day Revdex.com, Please pass on our sincerest apologies for the inconvenience the multiple deliveries caused 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 usWe have resolved the original concern and delivered the customer the merchandise originally expected in good conditionAt this time any additional accommodation we feel adequate to offer to the customer is a form of our apology and at our internal discretion I see that this was already approved for a refund due to the delay in the part order Parts are ordered directly from the vendor, we do not stock parts Each vendor has their own processing timeframe, and I see for this vendor is does appear to be vendor that takes about days to ship parts This is scheduled to be picked up from the home 3/15/16, I checked to see if we could offer to exchange the pieces that have the hardware packed with them, they are out of stock I apologize that we were not able to make this right for this customer Because this customer purchase through a third party, Acceptance Now, in the store not through Bob’s Discount Furniture, we do not have control over their requirements in regards to canceling the contract and receiving a refund Kind Regards, Tracy S [redacted] 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 us I see that this customer has already spoken with the representative from the Depot Meghan Meghan has advised Bob’s that this claim has been resolved as of 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 [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com- Please pass on our sincere apologies to this family We certainly do not want anyone feeling ill I see this has already been set up for an exchange which is scheduled for 2/23/ I certainly hope that this will rectify the issue for this family Kind Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

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 made in April and at that time the customer purchased the option of [redacted] *** [redacted] This warranty 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 warranty is through a third party company, [redacted] [redacted] covers the merchandise for accidental damages 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 misuse or abuse of the merchandise [redacted] terms and conditions sent to the customer after purchase does list specifics of the protection plan We would expect that any customer would review these specific detailsWe have reviewed the [redacted] denial and it does fall within their plan guidelines In an effort to try to make this right we have placed a part order for the seat casing that was cut This will be shipped directly to the customer’s home and once received the customer can call in to have the installation completed Kindest Regards, Tracy S [redacted] 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 delivery experience with usRegretfully I am unable to locate any account information that matches this consumer’s complaint within our internal recordsI have looked under the name, phone number, email and address provided here and I am not able to link it to any purchaseCan you please ask the consumer to 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 purchaseIf 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 excellent mediation assistance are not wasted Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Complaint: [redacted] I am rejecting this response because:the facts are not accurate / honest / no good faith effort has been made to resolve my issues and concernsCustomer Service has been misrepresenting / obscuring and omitting facts.I told them from the beginning what the problems whereThey assured me that it would be taken care of to my satisfaction.I do not feel that having splinters in my children's hands is acceptableAside from spending $ 2,000.00, taking numerous days off from work( with out pay ) making numerous phone calls and investing my time on this their IS A VERY - VERY BIG SAFETY ISSUE 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 meI have spoken to the Bob's Liaison whom has reached out to be personally to apologize for the inconvenience and am happy with the resolution of the matter at hand Sincerely, [redacted]