Blue Ridge Travel

Thnak you 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 Sincerely, [redacted] ***

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 my colleague and it appears the customer has worked closely with Rachel to rectify the situation and reach a satisfactory outcome Rachel has offered a discount back of 30% to be refunded to the Wells Fargo bill This is the maximum we are able to offer, and this offer was accepted by the customer 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 sincerest apologies for the concerns our customer experienced with the assembly of their productAs a furniture retailer we maintain a certain amount of trust for the hardware needed to be included in the packaging that most of the overseas manufacturers send usWe assure our customer we are just as shocked and disappointed as they are that the items were unable to be fully assembled during their deliveryOn approximately 4,deliveries a day this is not a common concern therefore we always anticipate being able to set up the merchandise as we display it in our showroom We take full responsibility for any concerns of failure resulting in our customer’s disappointment and we fully expect that any hardware our system reads as “in stock” is shipped and received by the customer within 5- business days of the order being processed We have an in-house parts department that is permitted to speak with the manufacturers (if needed), however most requests for missing or incomplete hardware can be arranged and shipped within the time line stated aboveWe feel terrible that the customer left their communication feeling unconfident about our abilities to care for them and pledge to address the coaching concerns that this communication has presented us with In regards to resolution: Our customer has selected to levy this specific concern thru alternate channels and has been working directly with one of our Corporate Customer Care Liaisons since (Jennifer) to get this concern fully resolved We encourage our customer to continue to communicate with the direct contact they have established so we can correct our failure and provide them with the care they deserve Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com, We again apologize that our customer is so disappointed in us The customer’s initial sale has been completely rejected and refunded to the customer from our system, we have offered the best possible option for resolution we have when there is no open business pending from this customer Kindest Regards, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Afternoon Revdex.com, I’ve just spoken with our customer by telephone and provided her with my direct email address so that I can review her photos and subsequently discuss what options for resolution we may have available for her concern Thank You, Stephanie AG [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

I apologize that you have personally experienced any disappointment while working with Bobs directly or speaking with the [redacted] company As the Revdex.com is aware, the size of our business is massive and we would not be continuing to grow so rapidly into new territories if we operated without honesty and transparencyWord of mouth travels extremely fast especially in an age of technology and It is a terrible fact I learned many years ago in my business that a happy customer will typically tell of their family/friends while an unhappy customer will tell of their family/friendsAdd social media into the mix of that and you can place a zero on the end of both those figuresI do not deny that we, like any business, have unhappy customers who have experienced failures or headaches while seeking to resolve their claimsThe internet is a place where information even from many years prior remains currently viewed and judged uponMany customers whose claims have been resolved or denial results overturned don’t feel the need to take action on reposting/posting positive feedback In regards to our [redacted] Plans we have a very high ratio of approved claims through this plan and the company we partner withSadly it is not common that a customer can access a data base made by other customers of great reviews on their successful claims experiencesIn most cases the plan costs about 10% of the merchandise cost to the customer and Bobs is paying for technicians (don’t forget about gas), parts, and the cost of disposing and providing new merchandise in many scenariosI cannot imagine how we would be making money off of this plan when we are paying out far more than what is charged to help our customersI do apologize that this customer believes to have experienced any confusion during their time of sale, we do not deceive our customers, support products and plans we do not find valuable, and we do not force our customer into buying any productTo categorize our protection plan as poor quality or state that all of our customers are complaining just doesn't give the nearly 3,customers that are receiving a great experience today and in the future, as well as my nearly 4,team members who strive every day to make the experience a pleasant one, ample credit [redacted] offered the replacement value of the table If this customer had accepted the offer, the exchange could have been created and a new table on its way to the home The offer they made is standard, industry wide [redacted] ’s responsibility is to authorize the credit, and then a Bob’s representative would reach out to handle the paperwork in our system We are happy to answer any question on the process, which in this customer’s case has been handles correctly They would not offer recourse on pieces not included in the claim, the claim was for the table top, and they accepted the claim and made an offer The same table is available at the same price the customer paid Kindest Regards, Tracy S [redacted] Corporate Customer Care Liaison Bob’s Discount Furniture

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 a senior manager Lori to rectify the situation and reach a satisfactory outcome The paperwork has been completed; the customer provided the credit card information to refund to at 6:24pm on The credit card company requires a standard of 3-business days to post to the customer’s account The credits that were created as corporate check refunds have been released and the check will be cut and mailed to the address on this complaint 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 thank you to the customer for submitting the requested photosThe photo that the customer has selected to include of the goof proof flyer offers clear evidence as to why his claim was denied by the Guardian companyThe flyer (see the lower right hand side) denotes that damages are covered from accidental occurrences only and that there are exclusions to coverageThe goof proof plan sold to this customer has not failed as the customer’s concern does not fall in line with the coverage details As an extreme one time courtesy and for the reason that Bobs Discount Furniture truly cares for all of our customers we can offer the following options for resolution: Please advise the customer to select an (one) option for resolution and respond via the Revdex.com with how they would like to proceed Option #1: We will provide the customer with a Bobs Discount Furniture store credit for the amount originally paid for the (This offer applies to the Queen Sized Headboard/Footboard/Railings ONLY) queen sized bedThe customer can use this credit towards the purchase of a new bed, should the customer wish to have the new bed delivered and assembled a new delivery fee will be charged on the new sales orderIf this option is selected, we will expect to remove the current headboard/footboard/and railings the customer has in the home on the same date we deliver the newly selected product -OR- Option #2: We will provide the customer with a Bobs Discount Furniture Gift Card to cover the cost of purchasing a Queen Sized Metal Bed Frame We will mail out this gift card and once received the customer may visit any showroom to purchase the metal bed frameThis option will aide in getting the mattress sleep set onto a proper support Thank You, [redacted] Bobs Discount Furniture Corporate Customer Care Liaison

Good Afternoon Revdex.com- We are very sorry that the customer remains dissatisfied We take every complaint very seriously and we research every complaint If we find any error in the handling of a complaint we offer resolution to rectify the concern We are very sorry that we are unable to assist with this customer’s concern Sincerely, Tracy S [redacted] Corporate Liaison Bob’s Discount Furniture Tell us why here

Good Afternoon Revdex.com- Bob’s offers the best value at our price point This customer’s experience has not gone well but it is not typical Less then one percent of our customer’s have issues If this was a typical experience, we would not be growing at the pace we are I can personally identify with a consumer’s need for an apology outside of making the concern rightOur policy dictates that we only offer compensation in the form of a Bob’s gift card Due to the severity of this customer’s issues, I went out side of policy in offering the refund The maximum we offer as compensation is the delivery fee However, I do believe this is an extreme case I am willing to offer additional compensation as a Bob’s gift card in the amount of $ If the customer accepts this final offer of compensation I will create the paperwork for both the refund of the delivery fee and the ECard I will email a copy of the refund of the delivery fee directly to the customer, and the ECard will be sent within five days Kindest Regards, Tracy S [redacted] Corporate Liaison Customer Care Bob’s Discount Furniture

Complaint: [redacted] I am rejecting this response because:i disagree with bobsthis couch has been replaced on multiple occasionsits sad that they dont backup their aggreementsi will never buy from them again and will encourage everyone I know of their business practices 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 Sincerely, Gregory H***

Complaint: [redacted] I am rejecting this response because:The amount of stress and frustration I went through that day being months pregnant was worth much more than $I should not have felt that I needed to drag a twin mattress outside by myself in my condition but the situation spiraled so far out of control that I was forced to do that considering the drive team was coming back to my house.The fact that both my husband and I were hung up on by your customer service people because they did not like "our tone" is completely absurdWe kept calling to try to rectify this situation as it was going on and that's how we were treatedYour calls are recorded so maybe you should go back and review themOver the years I have had many issues with BOBS as you will see in the notes of my account but this situation was just unacceptableAside from the error being made by the store initially of including the mattress on my exchange without telling me, the treatment we received that day as paying customers is not ok$is a slap in the face and I will continue to take my complaint to higher means if necessary including filing a public complaint with media outlets and the attorney state general Sincerely, [redacted] ***

Good Afternoon, I sincerely apologize for the inconvenience the availability of your merchandise/delivery has caused youI can understand your frustration having been assured a delivery date previously and I truly wish we could get this merchandise to you sooner than the current anticipated date of the end of April As the retailor and not the manufacturer we have to rely on the vendor that manufactures the merchandise we sell to fulfill the orders we place When a vendor advises us that they have shipped a piece that has been ordered, we schedule the delivery with the customer When the shipment arrives and the piece was not included, we then have to advise the customer This piece is not expected to be in our possession until April If waiting until April is not possible, we would certainly understand if the customer chooses to cancel the order for a refund We hope that is not the path the customer chooses, but we can understand if something is needed sooner then April The customer can also go back to the store to reselect to something that does not require a special order If you choose to wait for the ordered piece we would certainly be able to offer a token of apology for the miscommunication of scheduling Again I truly apologize for the inconvenience this experience is causing you and that you are still waiting on the furniture you purchasedIf there was anyway to get the merchandise to you sooner I assure you that we would take that route immediately Kind Regards, Tracy S [redacted] Bobs Discount Furniture Customer Care Corporate Liaison

Good Morning Revdex.com, Please pass on our sincerest apologies to our customer, we absolutely acknowledge our customer’s frustrations with us and take responsibility for the lack of care they feel their concerns have been addressed with Our records indicate that we made direct contact with this customer (off of a posting thru another channel) on At this time our customer has accepted a compensation offer from us and our records reflect that we have provided them with the most accurate information we have in reference to their pending ottoman delivery We thank our customer for escalating their concern so that we can address the obvious coaching concerns revealed to us and apologize again for any aggravation our failures have caused them to experience

Complaint: [redacted] I am rejecting this response because: While I am sorry that this has happened I don't understand how they cannot have any communication with the manufacturer of the furniture that does not make sense to meThey are paying them for their services, I'm sure, so there must be some type of communication so I don't believe that to expedite one (1) piece could be that difficultSubsequently, if the piece does not arrive until May, as we are being told now, that will make months in total that we would be waiting for a complete delivery of our order.I do not want a store credit from Bob's as I do not intend to make another purchase from that franchiseI will be consulting with an attorney as we would like to have our initial deposit of $refunded in cash, as we paid it Sincerely, [redacted]

Good Morning Revdex.com, We are very sorry that this customer’s purchase has not lived up to their expectations There was unfortunately a piece that had to be sent back on the truck, due to a cracked corner The piece that was sent back on the truck was not billed to the customer [redacted] has a very distinct billing system, they bill for what was received, not what was written on the sale Please see attached a copy of the sales order, showing that no Matrix Server was billed There were several pieces that customer was not happy with and those were discounted for the customer Bob’s offers the absolute best value at our price point We are sincerely sorry that this customer is not satisfied with the purchase We would not be able to offer to refund on the [redacted] insurance that was purchased, this could have been canceled and refunded any time up until the delivery was made As these pieces have now been in the home for about six weeks we would not be able to extend an offer to refund I understand the customer’s concern with reading the reviews on [redacted] Unfortunately people are much more apt to complain when claims are denied then they are to submit positive responses when claim are satisfied Many more claims are satisfied then are denied Accidents do happen, and this insurance, when utilized correctly, is very valuable Kindest Regards, Tracy S [redacted] Bobs Discount Furniture, Corporate Customer Care Liaison

Complaint: [redacted] I am rejecting this response because:I do not want compensation; I just want my chair fixedYou state “The part is now due in less than two weeksThat is not an excessive wait.” The part is supposed to be here in two weeks that’s not saying it will beHow long will it take to schedule a technician to come out? Two weeks is excessive after waiting since the end of AprilYou state “If the customer had reached out at the beginning when the order was first placed, we could have discussed other options.” When the technician came out I was given no timeline for the parts from him or the representative on the phoneIt wasn’t till May 25, that I found out about the excessive wait time for the part to arriveI am disappointed with Bob’s customer service“No phony gimmicks just pure value! I’ve got you covered!” Bob 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 I will accept this offer from Bob"s but would ask for some form of letter or email from them stating that they are giving me credit in the amount of sectional, the delivery and tax charges that were paid for on original purchaseI don't want to say yes to this and then go to a store to pick something out and have the store tell me that there is nothing on fileSo please also include any information like the customer # and name and number of person give this authorization so there are no problems thank you [redacted] 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 Whomever I spoke with last that offered the compensation which I accepted was first rateI would like to take a minute to thank that person whom I cannot remember her name as she exhibited class and respect for the customer that was sorely lacking at the [redacted] storeWhile I have yet to see the credit I will take the business at its word and remove this complaint The only way I would wish to reopen it is if either of the credit was not refunded to my account or the island takes longer than the March dateThank you very much Sincerely, [redacted]