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 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

Good Morning Revdex.com, We apologize that the customer is experiencing any disappointment while trying to use the protection plan they purchased from us [redacted] ( [redacted] 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 I have researched the two claims that the customer has made with [redacted] (Claim # [redacted] –for keys scratching the leather & Claim #: [redacted] –for a child falling and grasping the leather causing it to tear) and find that these are certainly claims that should have been covered based on the terms and conditions of the planIt is important that our customer acknowledges that the terms and conditions of the plan are set forth in a manner which makes the coverage fair for all consumers alike and we support the procedure (like any other protection program sold on electronics, automobiles, or home appliances) that a claim should be reported initially to determine if it falls within the coverable guidelines Here at Bobs Discount Furniture our customers are the most important part of our business and in an effort to provide this customer with satisfaction we will offer to assist the customer directly with the concern from claim # [redacted] > tearing of leather In reviewing the customer’s pictures (as submitted to [redacted] ) it has been determined that this is an unrepairable damage Regretfully we no longer have this particular sofa as part of our stocked sales lineup – we can offer to provide the customer with a store credit for the price paid on the item so that they can reselect to a different sofa from our current line upPlease communicate to the customer that should this option be accepted we will cover the delivery charge of the new merchandise and expect to remove the current sofa from the home on the same date we deliver the new selection -Or- We can offer what is called a ‘concession to keep with damage’ This comes in the form of a settlement offer to refund 20% of the purchase price of the sofa to the original method of payment ( [redacted] Account)In accepting this offer the customer is agreeing to keep the sofa with the tear and not expect any further/future recourse for this concern from Bobs Discount Furniture directly Please have our customer review the options we have set forth and respond with what option (of the 2) they feel may work best for them to move forward with Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate 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

Good Afternoon Revdex.com- We are sincerely sorry that this experience was so frustrating I can personally identify with a consumer’s need for an apology outside of making the concern rightAny compensation agreement is to be discussed after the customer has been fully satisfied with the merchandise they have received We do wait to discuss the compensation so that we can see all the failures and inconveniences the customer has enduredWe offer any apology in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be the 15th largest furniture retailer in the U.SWe also wish to provide our customers with a tangible item as a form of apology rather than just committing to the act of pacifying someone with a monetary amountShould the customer wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and have several cash and carry items that can be taken from our Showrooms or pit locations as our free gift of apologyThe delivery is scheduled for we hope that this final delivery will be successful and the customer is encouraged to reach out once the delivery is completed to request an account review for compensation Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com, I was able to locate an account with one of the phone numbers provided showing this customer information: [redacted] I was able to dig further off of that information and locate a record of service occurring on 01/17/at the [redacted] address the customer has communicated At this point I am unable to offer further courtesy recourse (other than what we have already offered – see below) to our customer due to the customer communicating that their sectional has suffered accumulated customer caused damages within its environment Please see the notes below from our record of conversation with this customer on 1.05.2016: Christina called...connected to me by [redacted] LAF LVST // kick panel, seam separation RAF CHAISE // seat cushion, has a rip, no cause, denied by [redacted] due to no cause Entire sectional - all backrests are flat [redacted] stated that both pieces has stains all over it from kids Stains from around XMas, rip from last night due to stains we have no recourse Offered new casings if available, she refused Above Comments Added By [redacted] On 01/05/at 14: Bob's Discount Furniture prides itself on standing behind the merchandise we sell in the event of a defect however, to remain fair to all of our customers there are some scenarios where recourse is not an option Kindest Regards, Stephanie [redacted] G[redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning [redacted] We are sincerely sorry that you had to endure so many failed deliveries and in the end we were not able to make the delivery for you We absolutely agree that you are entitled to a refund of the delivery fee I have created all the necessary paperwork for you in advance in an effort to make this as easy for you as possible – please call the store and provide them with the original method of payment Visa [redacted] Once the credit card number is entered into the transaction the refund(s) should process back to you within 5-business days Anytime after 10am and before 9pm Dial ###-###-####Press the number one (1) on your keypad when you hear Bobs voiceWhen the office person picks up explain that you are calling to get a refund processed to your credit card and provide them this order number: [redacted] Kindest Regards, Tracy S [redacted] Corporate Customer Care Liaison Bob’s Discount Furniture

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]

Good Afternoon Revdex.com- We are very sorry that this delivery could not be completed as quickly as the customer wished The customer advised us that they needed a Certificate of Insurance, required by the building to have the team enter the building Unfortunately, we were not able to reach building management to process the COI in time for delivery This was not by Bob’s choice Normally we would not even consider a delivery without three business days to process the COIThe store tried to rush the process in an effort to assist the customer Unfortunately, with the weekend and the holiday, we were not able to make contact with building management We are very sorry that the customer was left with no furniture The delivery was successfully completed on We would like to offer the customer a Bob’s store credit on the account, for a future purchase, in the amount of $ If the customer would like to accept this token of apology, please reply to the Revdex.com that it is accepted and we will process the necessary paperwork Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Morning Revdex.com, We are very sorry that this customer has chosen to not allow us to rectify the issue with the table We will not be offering any other recourse We have tried to reach out to this customer repeatedly and done due diligence in the issues reported to [redacted] *** (please see attached letter) [redacted] was satisfied that we were trying the correct any concerns and the customer was not allowing us the opportunity, they closed the claim We have continued to try to correct any issues reported to us in a timely manner, as we do with all concerns We will not be extending an offer of refund for this merchandise We can proceed with a tech service or part order for this customer Sincerely, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Dear Revdex.com, We are very sorry that the delivery did not go as it should have We did complete the set up of the bed today Thursday The team found there was cosmetic damage on one piece, which has been set up for exchange next week We will certainly be able to offer compensation once the pieces in the home are in showroom quality Kindest 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 We appreciate that the customer allowed us the opportunity to try to make the concern right with the second attempt I see that this customer has already spoken with my colleagues in the store and it appears the store has already granted the request for the merchandise to be picked up This 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 [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com, Our records from this sofa purchase show no indication of any claim made directly to us for a concern of tearingIn fact we show no conversations at all with this customer since their delivery day of 09/15/ The paperwork we provide at the time of sale indicates that our business (Bobs Discount Furniture) covers occurrences of manufacturing defects – I.E – a tear that occurs on the seam work of the merchandiseThe paperwork provided goes on to explain that the [redacted] company provides coverage against covered accidental occurrences of tearing within their very own terms and conditions The protection plans we sell are far from a scam however I don’t believe the customer is referencing the appropriate business within their complaintShould the customer wish to elaborate on their concern further we welcome it however at this time I believe their dispute is with a claim they made thru [redacted] and not Bobs Discount Furniture Kindest Regards, Stephanie *G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com- We are sincerely sorry for the multiple issue the customer has had with this delivery We have a service and an exchange scheduled for We have every reason to expect that this will resolve the concerns I can personally identify with a consumer’s need for an apology outside of making the concern rightAny compensation agreement is to be discussed after the customer has been fully satisfied with the merchandise they paid for and a form of apology is usually processed by gift cardNormally we offer any type of apology in the form of a Bobs Discount Furniture Gift Card because as a business we understand the importance of earning our customer’s trust back and proving to our customer that delivery failures are not part of the daily operations that have helped us grow to be the 15th largest furniture retailer in the U.SWe also wish to provide our customers with a tangible item as a further form of apology rather than just committing to the act of pacifying someone with a monetary amountShould the customer wish not to provide us with another opportunity to deliver merchandise we can understand the reasons why in this scenario and have several cash and carry items that can be taken from our Showrooms or pit locations as our free gift of apologyKindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com, Please pass on our sincerest apologies to the customer for the concern they have existingThe 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 [redacted] Company – not Bobs Discount Furniture I can confidently state that this type of agreement is commonly reviewed with an [redacted] Representative and signed with an employee from that company directlyWe 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 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 failures Once the service has been completed any additional accommodation we feel adequate to offer to the customer is a form of our apology will be in the form of a Bob’s Gift CardWe do not offer apology amounts based off of any individual’s time and we are unable to offer a discount off of factory fresh product that stands in the home in good condition 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 [redacted] Company directly As stated on the sales order the customer signed at time of purchase, refunds are available up until time of delivery only Kindest Regards, Tracy NS [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because: There is no environmental damage that would have caused this issue As I previously stated, I have called for repair on both the chest and the dresser several times due to the flimsy nature of the product and all times that I called, a technician came out and repaired the problems This is why I do not understand why this issue cannot be fixed The bottoms of both the chest and dresser keep falling out which indicates to me that the product is not a sturdy one I am still asking for replacement of the chest and dresser or store credit to purchase a more sturdy dresser, chest and nightstands The technician already came and took pictures, so, I do not find the need to submit more pictures to you at this time Sincerely, [redacted]

Good Afternoon Revdex.com, We are very sorry that we have lost your trust The answer was not meant to cause you more upset Offering the explanation as the reason for the error and the delay was not meant to justify our error, it was completely our error The delay in the refund was caused by a human error that no one spotted This complaint did not contain with it a request to cancel and refund the [redacted] *** I am not able to cancel and refund back from the order placed with A [redacted] The customer signed a contract with Acceptnow and Bob’s as a third party can not alter or change that contract I can offer to cancel and refund the [redacted] plan from the living room tables I would also be willing in an effort to try to make this right for the customer, refund the delivery fee from that sale I will refund the $delivery fee If this customer is sure that they want to cancel the [redacted] and keep the tables with no protection plan and a one year manufacturing warranty, I will cancel the plan and refund the $fee If this customer would like to cancel the [redacted] please reply to the Revdex.com mediation site to proceed with the refund of the delivery fee and the GPP, I will set up the paperwork and email the customer directly to advise they can then reach out to the store with [redacted] to process the refund Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Good Morning Revdex.com, Please pass on our apologies for the disappointment our customer has experienced with this purchase As the customer has indicated they made agreements for purchase thru the [redacted] [redacted] has paid Bobs Discount Furniture in full for this purchase and the agreement the customer signed to continually pay the [redacted] Company back is not a document that we are able to control or make changes to Based on the agreement the customer signed with [redacted] directly our company cannot make the choice to remove the merchandise from the home and return fundsThe customer has been making payments to [redacted] and not Bobs Discount Furniture therefore they would need to speak to [redacted] to determine what options they have for removal/refund on their product Our system fully indicates that we removed the delivery charge associated with the sales order prior to the customer’s order being completed (I.E- We never charged the customer for delivery)Our records show this was completed as of via our retail locationIt is not for us to offer compensation in this form so I am confident in stating that our retail location acted above policy to initially meet this individual’s level of disappointment from our failure As of we processed the $Gift Card Offer we made as the customer accepted it and advised us to send it to their email (on top of the delivery fee waiver) and at this time we stand behind the compensation we have provided as the most fair and adequate offers we can makeAs a business we have delivered the delayed product thus rectifying this customer’ original concern – any form of apology outside of making the concern we caused right is determined solely at the internal discretion of our business We can absolutely address any defect concern within the merchandise however our records show no report of any concern with the bed made to us directlyCan you please ask the customer to elaborate (via the Revdex.com) on what the concern is so that we can determine the best recourse to offer for the product itself? Kindest Regards, Stephanie AGauthier Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com- We are very sorry that this bed did not live up to the customer’s expectations I do see multiple notes from agents that this was approved for a reselection due to the reported issues There are notes that the customer was called and messages were left to call in and have the paperwork created I can not begin to imagine having to endure this issue with a child’s bed; I am so sorry that this has not been taken care of sooner Should the customer wish to accept this offer they are 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 bed we will provide a credit (store credit) of 100% of the [redacted] Captain bed with trundleThis 100% will be based off of the original cost paid for the bed only We will waive the new delivery fee as well The Goof Proof insurance does allow for a one time replacement on the merchandise, this would fulfill that plan Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because: the team never removed the merchandise from the truck and of course it was my word against theirsI'm upset that I was only able to return part of my orderI was also told by a manager that I would be compensated for all that I've been through only to find out later that I was over charged and told that because in getting a refund ( in which I should) I no longer can be compensated for my troublesHorrible service Sincerely, [redacted] ***