Blue Ridge Travel

Good Morning Revdex.com, Please review the below communications –from the bottom up and log as our response to this concern The customer and I have personally communicated several times and our business has done our very best to offer this customer resolution on a concern that is occurring far beyond the control of our business [redacted] My last response to the customer is listed first ( directly below) [redacted] On Friday, January 22, 8: AM, "Gauthier, Stephanie" [redacted] wrote: Good Morning [redacted] I do apologize that my example was not perceived as I had intended it to beHow about this: If the item you purchase from us, we will say sofa, does not fit thru your doorway when we come to deliver it – the responsibility of knowing the measurements to your home does not fall on our salespersonA salesperson cannot be expected to know what the environment the merchandise is going into is going to look like, nor is it reasonable to hold any retail associate (from any business) liable for a concern that stems from the environment the merchandise is in and literally beyond the control of that business We did not sell you a frame and the fact remains that the products we did sell you have no manufacturing defect concern within them Our technician’s report as recorded– is listed below: time in time out alfredo matt was sinking- due to the type of frame they have, they don’t have slats or bar going across matt was up to standards frame was purchased from another store not from bobs and doesn’t work out with matt, needs new frame Above Comments Added By C***On 12/31/at 12: As you can see our technician did not indicate that there was any defect concern within your mattress or foundation and with all due respect if your foundation is sagging it is truly because you are not supplying it with the proper support it needs at this time We recommended proper support for your mattress by selling you the foundation, what we didn’t sell you is what is causing your concern – as fully indicated by our Service ProfessionalIf you were to put your mattress and foundation onto a level surface (or into a metal bed frame) with proper support you would soon see that there is no concern of sagging present within the products purchased from our business The bed protector you purchased – as indicated on its packaging is designed to cover the mattress itself against staining, ripping, tearing and other accidental events that could happen to the mattress material itselfThe claim you are seeking coverage on does not even remotely apply to the protection purchased for the mattress We have made you the most fair and adequate offer possible and I apologize to you that our business cannot take responsibility for a product that we didn’t sell youAs indicated before I understand your position as a consumer and the best thing my business can do for you is help you to get proper support for the mattress and foundation you currently have I do hope you can see the value in our offer and as a final courtesy we will offer (in addition to the $gift card) to cover ½ the cost of any delivery fee associated with the purchase of a king sized metal bed frame Kindest Regards, Stephanie [redacted] G [redacted] Customer Care Corporate Liaison Jewett City Rd Taftville Ct (###-###-#### (Direct) 6###-###-#### (Fax) [redacted] This communication, including attachments, is for the exclusive use of addressee and may contain proprietary, confidential and/or privileged information If you are not the intended recipient, any use, copying, disclosure, dissemination or distribution is strictly prohibited If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this communication and destroy all copies From: [redacted] Sent: Thursday, January 21, 8:PM To: Gauthier, Stephanie Subject: Re: In response to your concern: Customer No: [redacted] Stephanie, I think the floor comparison is nothing like this situationThe frame is part of the bedYour store sells frames, foundations, and mattressesYou do not sell floorsNo one in your store informed us that the frame had to have supports to avoid damageNo one informed us that the frame mattered at allWe strongly believe that the salesman had a responsibility to explain to us that the type of frame and supports under the foundation were important to avoid damage Also, the person who came out to our house to look at the mattress and foundation pointed out that the foundation is saggingI don't think there is any way that at this point placing support under the foundation would correct itIt is not flexibleAs far as the sagging in the mattress, I don't know if support would correct that eitherThe person who looked at the mattress and foundation told me he was recommending that we receive a new mattress and foundationHe must have thought that they could not be corrected with supportAccording to your customer care representative, the people sent out to examine these issues are trained expertsIf that is correct, then your proposed solution won't solve the problem At this point we are simply asking that you stand behind the products that you sellClearly, your salesmen should be instructed to explain to customers the importance of the proper support under the foundationIf you would replace our mattress and foundation and provide the proper information to your customers in the future, your company will never have to deal with this type of problem again Lastly, even if your position is that we caused this damage, certainly it was not done on purposeIt has to be considered accidentalWe purchased your goof proof plus protection plan which supposedly covers accidental damageI know you are an honorable company and there is no way that you would sell customers a protection plan and then when they have a problem, reject their claimThat would be fraud, plain and simple Bob's is better than that I am respectfully asking that you replace our mattress and foundation, or provide us store credit equal to the cost of the mattress and foundation, or a full refund Sincerely, [redacted] [redacted] President [redacted] Phone ###-###-#### fax - ###-###-#### email: [redacted] On Thursday, January 21, 4: PM, "Gauthier, Stephanie" [redacted] > wrote: Hi [redacted] , I’m so sorry I wasn’t available when you called me back, I just tried to call your cell and it went to voicemail I completely understand and acknowledge what you are communicating regarding your time of purchase however it is relevant to state that the items you purchased from our business were delivered and (to the best of my knowledge) assembled in the place you requested our delivery team assemble them While I again understand why you feel our business let you down it is reasonable for any retailer to expect that any consumer understand the responsibility with ensuring their bedding purchase has proper supportPlease know that I am not seeking to place blame in this scenario but please consider the consequence similar to: I purchase a new appliance (we will use washer/dryer –as I just made this purchase) from a retailer and also purchase the floor matt/support deck that the retailer recommends for proper support of that appliance If I then take that washer and place it on my floor (that does not have enough support beneath it to hold that washer and its decking matt up) and the washer falls through the flooring, the responsibility of the repair needed to the washer or the flooring does not fall back on the retailer I purchased those items from Please feel welcome to correct me if my perception is wrong here – it sounds to me like the mattress and foundation you purchased from us was essentially placed into a hole and the mattress/ foundation is only sinking because it is resting in a holeOnce that mattress and foundation are adequately supported they will no longer show any signs of sagging I am not certain what type of king size bed you have in your home (metal frame or a wood set of headboard/footboard/rails) currently, we do offer king size metal bed frames or we also offer support systems that can be purchased and installed into various types of beds We can offer you a $Bobs Discount Furniture Gift Card for the failure in communication you feel you experienced during your purchaseThis gift card could be used towards the purchase of a king sized metal bed frame that we sell that would resolve your concern all together Let me know your thoughts and Kindest Regards, Stephanie [redacted] G [redacted] Customer Care Corporate Liaison Jewett City Rd Taftville Ct (###-###-#### (Direct) 6###-###-#### (Fax) [redacted] This communication, including attachments, is for the exclusive use of addressee and may contain proprietary, confidential and/or privileged information If you are not the intended recipient, any use, copying, disclosure, dissemination or distribution is strictly prohibited If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this communication and destroy all copies From: A [redacted] Sent: Thursday, January 21, 3:PM To: G [redacted] , Stephanie Subject: Re: In response to your concern: Customer No: [redacted] Stephanie, Thank you for getting back to me There are no supportsThe frustrating part to the whole situation is that I was told by the salesman and the finance person at the time of purchase that I needed to buy the Bob's foundation to ensure I was protectedI wasn't ever informed about anything relating to the frame or any additional supports under the foundation Sincerely, [redacted] [redacted] President [redacted] Phone ###-###-#### fax - ###-###-#### email [redacted] On Thursday, January 21, 2: PM, "Gauthier, Stephanie" [redacted] wrote: Good Afternoon [redacted] , I do hope you can accept my sincerest apologies on behalf of Bobs Discount Furniture for the lack of care it seems your concern has been met withI find it appalling that you weren’t able to speak with a supervisor when you requested to and I would certainly like to help you move forward in any way that I can At this time the documentation I have located within your account does not necessarily suggest that the frame you have caused damage to your mattress, it illustrates more so that the framing you have is incompleteI assure you that I am not trying to add insult to injury in asking you the following question, my number one priority is ensuring that you are well taken care of Is there a support system under the foundation? I.E–long pieces of wood that commonly (horizontally) rest from one end of the bed railings all the way to the other end of the bed railings? I did leave a message for you with a woman who answered the business line you posted in your emailI look forward to hearing back from you and I am available (normally until 3:30pm) by phone or email Kindest Regards, Stephanie [redacted] G [redacted] Customer Care Corporate Liaison Jewett City Rd Taftville Ct (###-###-#### (Direct) 6###-###-#### (Fax) : [redacted] This communication, including attachments, is for the exclusive use of addressee and may contain proprietary, confidential and/or privileged information If you are not the intended recipient, any use, copying, disclosure, dissemination or distribution is strictly prohibited If you are not the intended recipient, please notify the sender immediately by return e-mail, delete this communication and destroy all copies DearMs [redacted] Here is a quick layout of my problemWe purchased a mattress about ten months ago, from Bob's Furniture store on [redacted] *or $After we received it, it was brought to our attention that if we didn't have the Bob's foundation our Bob's warranty would be voidSo we spent another $dollars for the foundationAfter several months I noticed the mattress was sinking on one sideWe called the store and their technician came out to take a look and verified the mattress was indeed damaged as well as the foundationHe claimed it was because we didn't have a proper frame for that foundationHe also said that he was going to recommend a new bed but that we should get a different frameWe were supposed to receive a call from customer services after the new year but no one calledAfter we reached out to them they proceeded to tell us they are not responsible because it was our frame so it was our fault No where does it specify that the mattress requires special equipment to avoid damageNo one ever mentioned that a special frame was required to avoid damageIronically, after further inquiry with Bob's staff it was also discovered that had we kept our old box spring we probably would not have had this problemI also feel that it is difficult to prove that our frame caused the problem and it can be a defect in the mattress and foundation, since I have had my previous bed for over years and this never happened I have spoken to three customer service representatives already, all of which are unauthorized to make decisions They will not put a supervisor on the line, I am put on hold while they speak to the supervisorI asked for a name and address to reach out to someone in charge and they told me they don't have that information I am very angry and frustrated at this pointWe have been loyal Bob’s customer’s for years and have always told our friends and family about the great products and prices that you offerThis is the first time we have ever had an issue with Bob’sNow we have spent over $on a bed, which was a major purchase for our family and it is basically ruined and Bob’s is refusing to helpWe had absolutely no idea about the frameThe salesman simply asked if we had a frameOther than that, there was no discussion about any potential problems that the frame could causeThere was no explanation that if there was a problem, that our warrantee would be worthless I would like to keep the good relationship with Bob’s and continue to recommend them to others, however if you can’t help me then I will have no choice but to file a complaint with the Revdex.comI do not think it is fair to abandon a customer on a purchase such as this when the store did not explain the risks properlyIn fact, since the salesman and the manager DID explain the risks of not buying the foundation from Bob’s and DID NOT explain the risks or even discuss the frame, by omission of that information Bob’s implied that the frame did not matterAlso keep in mind that we purchased the goof proof protection which is supposed to include accidental damage caused by usWhile I don’t know for sure that we caused the damage, even if we did, it certainly would be considered accidental I hope you can understand our frustration and hope for a resolutionWe are simply asking for one of three options: A replacement mattress and foundation (of equal value) or Store credit equal to the price of the mattress and foundation or 3) a full refund of the price of the mattress and foundation Your prompt attention to this matter would be greatly appreciated Sincerely, [redacted] [redacted] President [redacted] Phone ###-###-#### fax - ###-###-#### email: [redacted] first communication from the customer is listed (directly above) [redacted] Kindest Regards, Stephanie [redacted] G [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because: That was not my most recent claim that one I gave up on and this one was for the headboard being cracked which was from the bed being moved and this claim was submitted aug th when my husband was on the phone for mins because they were claiming it was a manufacturing issue Sincerely, [redacted] ***

Good Afternoon Revdex.com- We are very sorry for any confusion there has been The call with agent Sara on 10/15/in which the return authorization was created was pulled and reviewed The customer was informed that all merchandise would need to be returned when the new merchandise was delivered The customer refused to relinquish the living room pieces on the return authorization on The customer has already been informed that the delivery will not be made unless the pick up is also made The customer has been given options and is currently considering those options We have extended the return authorization to allow the customer some time to make the choice Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Complaint: [redacted] I am rejecting this response because: The customer representative never offered to send anybody to the house to look at the rug I did not disconnect the call until the representative was finished explaining that there was nothing they could do (after putting me on hold two times to talk to a supervisor) I asked her to send me an e-mail verifying out conversation and she said she could not I believe they need to explain their [redacted] + plans a little better to people in the future I am willing to have a technician come to the house and look at the carpet.Sincerely, [redacted] ***

Good Afternoon Revdex.com, Please pass on our apologies to [redacted] for the inconvenience the delivery team’s negligence has caused and may continue to cause to he and his familyWe assure [redacted] that his property claim has now been correctly filed with the third party trucking company involved and we will ensure the obvious coaching concerns presented are addressed accordinglyThe delay in processing was due, unfortunately, to a miscommunication When the damage was originally filed, it was done so that the tech that had recently visited the home had done the damage That was correctedAs the [redacted] property claim is being handled by the trucking company that caused the damages, they can expect follow up from that third party and not Bobs Discount Furniture directlyPer our contractual agreements with this trucking company they are owed a fair chance to process resolution on their claim prior to Bobs Discount Furniture asserting ourselves into a situation where it is most likely unnecessaryI have sent a message on their behalf to our Delivery Managers and the trucking company involved in this claim to please contact him as soon as possible The delivery company has advised they reached out to the customer on and left a voicemail with the return phone number Diakon is the company handling the claim We ask the customer to let us know if there is any further delay or breakdown in communicationKind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison Tell us why here

Good Afternoon Revdex.com, No questioning the fact that we have let our customer down hereI called our customer [redacted] ) today and apologized for the inconveniences we have caused her overall [redacted] has brought a serious coaching concern to our attention as she believed she was scheduled to receive her table base on when that was the date we would actually be receiving a re-stocking shipment of this table base from the vendorI have assured [redacted] that we will address this coaching concern internally and we now have our customer fully scheduled for her table base even exchange on Sincerely, StephanieG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Complaint: [redacted] I am rejecting this response because: The details of an offer have not been explained Also customer service continues to insinuate that the defective manufacture sofa frame was the result of customer negligenceService was dispatched in December for polishing and realignment of the legs on all the living room furnitureAll the legs were interchangeable and the tech thought it was prudent to realign& polish all the legs to avoid any more service issues for the living room furniture 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 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 everyday use, misuse or abuse of the merchandise The customer submitted a claim to [redacted] for concerns unrelated to any accident and the claim to [redacted] was denied We have sent a technician to the home for concerns three times since delivery As a one time courtesy to ensure the safety all members of the family, we will offer this customer a reselection for the Charisma set currently in home If the customer would like to accept this offer, please reply through the Revdex.com, we will then create the paperwork to enable the reselection We will credit for the GPP plan and we will waive a new delivery fee The customer will have sixty days from the date that they accept this offer to choose new merchandise The delivery team will remove the Charisma set when the new merchandise is delivered Kindest Regards, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

Complaint: [redacted] I am rejecting this response because: This is not how you run a business What kind of respectable business sells you on a service they clearly cannot honor just to close a sale? Then the business proceeds to do what they want and offer you a $gift card as some type of concellation as if that fixes everything Seems like a great business model; promise the world and when we can't hold up our end just give them a $gift card even when their losses clearly exceed that To me, it sounds like this is a common practice for BOBS DISCOUNT FURNITURE Tell the customer whatever they need to in order to get their money and then do what's more profitable for them come delivery timeI highly doubt BOBS DISCOUNT FURNITURE has any type of corrective actions or counter measures in their control plan to address these failure modes As I said earlier, I'm sure this is standard operating procedure and that is wrong If "breakfast with Bob" is so commonly requested then why isn't there some type of tracking system in place to monitor availability? If there is, then why did it fail? Since it failed maybe that process isn't capable, but I'm sure BOBs DISCOUNT FURNITURE won't even look into addressing that I will not accept the response of the business until I see full accountability with an attempt to prevent this from happening again to future customers.(This doesn't even include the extremely unsatisfactory customer service at BOBs facility) Time is money, there was an agreed upon time and then that time was changed two additional times resulting in me having to miss a day of work Since BOBS DISCOUNT FURNITURE doesn't care about their customers I'm taking necessary steps to ensure that all my friends, family, co-workers and the media SEE how BOBs treats customers Sincerely, [redacted] ***

Good Afternoon Revdex.com- We are very sorry for the issue with the home damage We have researched this claim and have reached out to the depot and they will proceed with the claim They will be reaching out to the customer directly to work through the process We are very sorry that this experience has caused the customer unnecessary frustration Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture

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 We will extend to this customer an additional refund of $as a final form of our apologyPlease advise the customer that all paperwork needed for this transaction has been entered from our end and action is required from the customer at this time As this additional issue resulting in more aggravation was caused by our store failing to properly process the paperwork I would like to ask the customer to call into our refund line instead of the store, this will ensure that it is properly processed I have listed the steps below for the customer to follow in order to get the initial processing of this refund completedWe highly suggest the customer complete these steps as soon as possible so that the refund process is expedited quickly on their behalf o Anytime after 9am and before 8pm Dial ###-###-#### o When 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] o At that point they will take the credit card information from you and complete the processing In most cases any remaining questions regarding refund processing time can be answered by reviewing the policies listed on your sales receipt Kindest Regards, Tracy S [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Complaint: [redacted] I am rejecting this response because: with the way I was treated, very rude to say the least, this is unacceptableput yourself in my shoes, this has been an ongoing ten plus weeksare you serious? I wan ALL of what is owed to [redacted] paid by Bobs! I was delivered a couch and loveseat that should have been sold in the PITI have had to replace missing bolt to make it safe and had to fix switches, granted Bobs provided Switch I am willing to keep furniture for HALF price, which would have been pit priceIf not come and get it out of my housethis is my final offer! Sincerely, Kenneth B***

Complaint: [redacted] I am rejecting this response because: I reached out to Rowan on 10/and 10/in response to her message from 10/ During my initial communication with customer services on 9/23, I was not informed that filing a claim with my credit card company would nullify my scheduled pickup 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 meTracy has reached out to me and resolved the issue at hand Sincerely, [redacted]

Good Afternoon Revdex.com- We are sincerely sorry that there was a delay in the service being completed We reviewed the tech report and have set up a service appointment for the customer The customer can call at their earliest convenience to schedule service # [redacted] We ask the customer to respond once the service is completed to advise if all concerns have been rectified Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Complaint: [redacted] I am rejecting this response because: I am bringing the table back this weekend and need to keep this open until I return it in case they give me a hard time I had to get a truck to transfer it safely back to the store Also, the description is not accurate The description says there is a leaf that goes in the table It does not the table is actually a solid top table and does not open There isn't anything about this set that works for us It is misrepresented I would respectfully request to keep this open until I return the table and get a full refund as promised Thank you!This is a quote from the Description:Have a ball with my Blake Bar Piece Set! Classic, transitional style with top quality & solid construction! In your choice of spice & white, cherry & black, or espresso, you're sure to satisfy your needs with this beautiful and natural product!Not to mention, the dining table includes an 18" leaf so you can expand the party! The bar height table goes from 42" to 60" in a flash! Complete with dining chairs, you'll sit comfortably AND in style! It's the definition of value at only $399!Set includes dining table with 18" leaf & dining chairsDining Table: 42" x 42" x 1/3"Dining Chair: 17"5/x 20"5/x 46"Colors Available: - Spice & White - Cherry & Black- Espresso Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] The business asked me to send estimate to repair damages and photographs were possible to confirm damagesI will do this as soon as possibleIt does not mean the original complaint has been solved but it is a step in the right direction Sincerely, [redacted]

Good Afternoon Revdex.com, Please send my apologies to our customer as my response was never intentioned to convey a feeling of “playing like they don’t know what’s going on” Our internal records show one sale and one charge (in total for $408.73) that was authorized on This total includes – Merchandise at$ 300.00, Delivery fee at $ , Goof Proof Plus at $ , Sales Tax at $USD , for a grand total amount of $ This is all displayed on sales order number: [redacted] and our customers all commonly sign a sales receipt the fully discloses our return policy as follows: REFUNDS AND CANCELLATIONS POLICY You may request a full refund on orders for stocked merchandise at any time up until the time we deliver the merchandise to you or until you pick it up The customer should also be able to verify this policy as disclosed by way of a copy of the sales invoice we provide to our customers prior to them leaving our store On we did not charge the customer any additional amount, should the customer wish to provide documentation on this accusation of additional charge we will research that claim further at such time On we placed a store credit into the system for the price paid for these chairs and their associated protection planBased on the comments from this transaction (credit #: [redacted] ) (listed below) this reselection credit was entered as a courtesy so the customer could reselect to merchandise that better suits their needs Date of Delivery 11/13/ Stools are too large Preference reselection EXP date: 1/15/ New sale/ NEW del fee Above Comments Added By AR [redacted] ( AR [redacted] ) On 11/15/at 14: Please also let the records reflect the following comments entered as (after the credit transaction was created): Customer called to see if they can use there credit on a online purchase Above Comments Added By YG [redacted] (Y [redacted] G [redacted] ) On 11/15/at 18: At this time I am unable to see how our business has failed our customerAs disclosed on the sales invoice there is no return for refund after merchandise is delivered, we have offered the customer a courtesy by agreeing to take back merchandise that has no defect in it while it is being sent back due to a concern stemming from an inaccurate measurement on the consumer’s part, and there is no record of any additional charge for $being made without authorizationWe have also provided documentation illuminating that the customer was fully aware of the credit being entered hours after it was done At this time we stand behind the already processed resolution for the offer of store credit as the most fair and adequate offer we have to make as a retailer Sincerely, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Ms [redacted] , I apologize for the delay and inconvenience surrounding the much needed part for the power reclinerI understand your frustration, especially given the necessity of the recliner.Our records indicate that we received your [redacted] payment on March 14, Generally parts such as motors are in stock however, when they aren't we must place a order with the manufacturer and the expected ship time can between 3-monthsAt your request, we have canceled the part order and processed a refund check, which you should to expect to receive within the next 7-business daysI apologize that we weren't able to get the part much soonerGiven the date of delivery, you are not eligible for a full replacement of the recliner however, our technician indicated that the motor is failing as a result of a manufacture defectAs a courtesy I can reenter the part order, free of charge as a one time courtesy The order time and expected date of arrival will be late August, early SeptemberWould you like me to reinstate the order?Thanks, [redacted] **

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 one of my colleagues and it appears the customer has been set up and scheduled for an exchange 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 Tell us why here